Consumer complaint received 2025-12-08 00:00:00
Product: Mortgage — FHA 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: TN

Complaint narrative:
I applied for a loan modification for my mortgage with Loancare in XX/XX/XXXX due to financial hardship related to a divorce. I was approved for a 3 month trial in which I made the same payment 3 months in a row of {$3000.00}. I successfully completed those on time and was approved for a loan modification of a monthly payment of about $ XXXX down from $ XXXX. The approval paperwork was sent to me. It had my ex-husbands name on the deed as well as my former married last named. I requested corrected documentation. I sent them my divorce decree, new drivers license and quit claim deed to correct the paper work on XX/XX/XXXX. They said the documents would take days to upload then new paperwork sent to me which took at least XXXX weeks. When it was sent to me it still had my prior/ married last name which was not correct. I called again, requesting correct documentation. Each time I called was like the first time, asking me the same questions and asking if I sent them the correct proof of name change. They claimed they corrected the papers. I requested new documentation which took about XXXX weeks to be resent to me. Once they finally sent me the correct papers to notarize, I had them completed and sent back in with the label and packet given to me. I sent it via fedex on XX/XX/XXXX and they received it on XX/XX/XXXX. This was with the 2 day shipping label they provided to me and it took XXXX business days. I called on XX/XX/XXXX to ask about the status of the paperwork and they said they hadnt received it yet so to check back. ( Based on fedex records they HAD received it on XX/XX/XXXX ). On XX/XX/XXXX I received another fedex packet on my doorstep. The exact same forms with no instruction or notification on what the situation was and why they resent them to me. It was after hours so I called the next day, XX/XX/XXXX to ask what is going on. The person on the form said the prior notarized forms failed. I have never heard of notarized documents failing in my life. They said the dates from the notary were different than mine. Then he proceeded to say he could see how the dates could be the same but they were hard to read so they had to be redone. Within XXXX minutes I was at a notary office and sending the documents AGAIN via XXXX. I took them to XXXX on XX/XX/XXXX and sent them via the 2 days shipping label that Loancare provided me. Today XX/XX/XXXX is the deadline and I called Loancare multiple times today asking if they received the packet. The first person on the phone said no but she was happy to send me a brand new application to start all over. This process has taken me 6 months already. I called again a few hours later, to speak with the loss mitigation department. I asked for a single point of contact for my application and she wouldnt give me one and kept changing the subject. She said if they didnt receive the signed application today I would have to start all over. She also stated I was 4 months behind on payments which is not true. I have followed the process of the loan modification application to a T and have been waiting to make my first XXXX payment of the new agreement. I have paid everything on time and have returned paperwork signed, notarized and on time everytime they ask for it. 

Loancare has delayed sending me the correct forms multiple times and are denying my request for information and further help, breaking many rules of Regulation X. They have had me get XXXX page documents signed and notarized multiple times. This is illegal and unethical and has caused prolonged psychological distress. I have responded immediately with correct information and documentation and they are stating I have to start from the beginning. Anytime I email them, I get a generic response stating Thank you for contacting us! 
We have received your recent inquiry regarding the mortgage account. However, we are unable to process your request as it is not clear. Please provide a clear request. Feel free to contact us if you have any further questions. Were always happy to assist you. 


Calls to Loancare Customer Service and multiple emails : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation