Consumer complaint received 2025-06-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: FL

Complaint narrative:
This is my second complaint I am submitting, first complaint ID XXXX on XX/XX/XXXX. I received correspondence from loan company in mail end of XX/XX/XXXX. 

I am a XXXX veteran, and in late XXXX, I contacted my mortgage company via email to inquire about having my property taxes removed. As a veteran with a XXXX, I understand I may be exempt from somenot allproperty taxes. In that communication, I simply attached a copy of my VA XXXX letter. Without further clarification or request for additional documents, the mortgage company removed all property taxes and adjusted my mortgage payment accordingly and sent me a refund check of {$4000.00}. 

A few months later, I received a mortgage bill that was nearly double my adjusted paymentfar more than I could reasonably afford. I later learned the company required a document from the municipality of XXXX in order to validate the exemption. I was never made aware of this requirement, and I was left wondering why the company would go ahead and adjust my payment without first obtaining that specific documentation.

I informed the mortgage company that I could not sustain the new payment and asked if there was any way to adjust it back so I could continue making payments consistently. Unfortunately, I was told I only had three options : sell the property, refinance, or pay the higher amountnone of which were viable. They also encouraged me to apply for assistance, which initiated months of back-and-forth with little resolution. 

In XX/XX/XXXX, the VA introduced a new program. I confirmed with the mortgage company that I wanted to apply. After weeks of communication and miss information, ( emails and phone recordings as proof ) I was told I was being considered for the VASP program and a certified packet will be mailed to me. I received a letter, signed and emailed back XXXX to later be told I was denied because of a " DPA '' loan that had to be paid back. I called back the following day to clarify that my loan was a VA loan not a DPA loan and then they stated I was denied due to the program ended XX/XX/XXXX. I emailed the VA program who were also helping me and I was informed that the denial would come from the mortgage company and the program ended XX/XX/XXXX at XXXXXXXX XXXX Suddenly I was being considered for something else, without clear notice or explanation. 

On XX/XX/XXXX a loan specialist from US Dept of VA also emailed LoanCare to make sure I am being assisted with VASP, informing LoanCare they are showing the occupancy as other and it needs to be corrected to Veteran Occupied. 

On XX/XX/XXXX, I tried seeking refinance options with another company and was told because my account was report two months delinquent, It disqualified me for considerations, mind you I was told I was still under review with LoanCare for a loan modification/forbearance. 

At this point, I am approximately {$33000.00} in debt with the mortgage company and that number continues to grow. The communication Ive received has been inconsistent and misleading. Speaking with representatives, they seem not to have proper training on VA benefits and or company policies. I have a complete email trail and recordings that document the repeated missteps, contradictory information, and lack of transparency Ive encountered. 

All Ive ever wanted was to keep my homeit has always been the goal. But I can not do so at the expense of providing basic necessities for my family. Ive also recently discovered that the mortgage company never had me listed as a veteran occupant on the property, which has likely contributed to this entire ordeal. A VA representative reached out to the Loancare Company to get that information corrected and there has been no response. 

Thank you again for your time and consideration. Im sincerely hoping for guidance or representation that can help bring resolution to this situation. 
Warm regards, XXXX XXXX

Company response to consumer: Closed with explanation