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LoanCare complaints 323

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6:17 pm EDT
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LoanCare mortgage

Loancare was servicing my mortgage in 2014. They sold it to another company in March 2015, but when I went to refinance my mortgage in 2017, I found out that Loancare failed to take the debt off of my credit report. When I called them to have them take care of it, they put the monkey on my back, telling me I should submit paperwork to the credit agency disputing the debt. When I complained that this was their fault and they should take care of it, they asked me to submit an email to their customer service department to resolve. It is so annoying when companies don't do their job and then try to make you do their work for them.

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10:03 am EDT

LoanCare cancelling pmi

Spoke with a customer service rep about cancelling PMI and whether a licensed appraisal would work. I was told it would as long as the person was Licensed for the state of the home. The appraisal was sent in and denied. I have been given the run-a-round and can't seem to get any answers other than "I'm sorry". WORST mortgage company I have ever dealt with! I'm repeatedly told someone will get back with me and they will never follow up.

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CMC1970
, US
Jun 12, 2017 2:03 pm EDT

We had an issue with them and my husband filed a complaint with the state attorney general's office. This was a serious matter, involving their mess up and our credit rating, after filing the complaint (and complaining to them, and submitting proof of their mistake to them and the AG) they dropped the bad mark on our credit. I would say at leas complain, every complaint waged against them is a mark that, when added up, should cause some repercussions.

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12:49 pm EDT

LoanCare customer service

I sent the letter 2 months ago to ask to remove PMI. Every time I called back they said my request is pending because it takes more than 10 business day, 20 business day, 30 business day. I just called earlier they said it's still pending and they don't know when I can have my PMI remove. Then I asked if you guys take a year to make decision then I have to wait for a year? The customer service agent said YES. ? They also said thier supervisor will give me a call back but no one call yet

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Born2Learn
, US
May 22, 2017 11:01 am EDT

Just spoke with LoanCare and learned I have met all criteria for MIP removal and will receive a letter in 7 to 10 business days. I was told to continue to make the full mortgage payments, but that all MIP overpayments will be refunded. They agreed that FHA payments are no longer required, but it takes up to six weeks to remove the MIP. Also urged me to make the full payments and not deduct the MIP from my payments. Based on what I learned today, I will comply.

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Born2Learn
, US
May 22, 2017 9:11 am EDT

Same thing with me. LoanCare is servicing my FHA loan that I have with Lakeview (loan company). Last month, I requested by email to LoanCare (per their instructions) to have my Mortgage Insurance Premium (MIP) deleted from my mortgage and was given a date when I would have my answer. Since then I paid my mortgage (including MIP) and I've gotten two more later dates for my MIP request. After the last delay, I called FHA, directly. They told me as far as they are concerned I no longer owe them any payments as of the MIP that they received from my last mortgage payment . Their information is based on the data received from LoanCare. As of today, Loancare is still billing me for the MIP with my next payment. That means, if I paid it, LoanCare does not have to give it to FHA -- and MIP payments are non-refundable. So now I'm wondering what will happen if I send in the payment minus the MIP amount? I'll see and take it from there. I suggest you contact the organization where LoanCare sends your PMI and try to learn what you PMI status is with that organization. At least you will know your actual status.

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12:50 am EDT

LoanCare services

I got my mortgage transferred to Loan Care 2 months ago and its been horrific. I've been paying my mortgage and they said that I'm behind and ive called them twice and they can't really explain to me why. Even my payment history says I've been paying it. They haven't fixed the problem yet and i refuse to pay that extra payment they think I've missed.

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Ter Sita
, US
Aug 05, 2017 12:55 pm EDT

I have the same problem. I have never been late and the system won't let me make a payment until I am current. I have never dealt with such an incompetent mortgage company and since I am an investor, I have had a lot of experience. I will never use Castle Cooke or Loan Care again.

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2:47 pm EDT

LoanCare escrow account

I have been trying to get the correct amount of quarterly property taxes to be paid and have not been successful.
After numerous attempts to resolve this, it has not been resolved.
It has been 4 weeks since i forwarded the tax bill to them from NYC Finance They confirmed they received it, but they did not pay the correct amount and it still has not been resolved. Customer service is horrible. It seems like no one is trained. They tell me that someone will call me back within 24-48 hours and this has been going on for 4 weeks. i have called at least 5 times since i have not heard a response and it still has not been corrected. Stay away from this LoanCare.

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4:10 pm EDT

LoanCare loans

Worst company ever!
They charge twice a month that went over my budget and I have to pay the overdraft fee.
When I call their customer service they tell me to send an email and they will give me a ticket number and I have to wait to be call back.
Guess what, they never call back!
I don't how I end up with this loancare service company but i'm so regret for doing choosing them.
If you want to throw your money through a window, better give them a call. They are professional in it.
P. S: if you read this, I want my money back!

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Maria Ceja
, US
May 31, 2017 3:10 pm EDT

Extremely poor quality customer service and general business practices. Let's file formal complaints.

If you have a complaint, and many people out here do, I do not think that a Lawsuit is going to help. That will only drag out over time and cost money. Let's band together to contact the Better Business Bureau's for LoanCare Servicing in Virginia Beach, VA (BBB = ). LoanCare is a subsidiary of Fidelity National Financial of Jacksonville, FL. We can complain about the parent company as well BBB of No Florida = http://nefla.bbb.org/ . LoanCare has a partnership with Freedom Mortgage Corp, of Mt Laurel, NJ, so add them to the Complaint list - (BBB = ) You can also contact the Department of Consumer Affairs for each state (NJ, VA, FL and the home state where you live) where these businesses are Incorporated and register a complaint there. You may have to search your state's website for Consumer Affairs. The addresses for each company are: LoanCare Servicing, 3637 Sentara Way, Virginia Beach, VA 23452. Freedom Mortgage Corporation, 907 Pleasant Valley Ave Ste 3, Mount Laurel, NJ 08054. Fidelity National Financial, 601 Riverside Avenue, Jacksonville, FL [protected].

Another avenue is writing a letter to your Congressman and Senators. Let their offices figure out which Government agency is the right place to go through. Sending letters yourself to Government Agencies will get nowhere, and Congressional inquires get a lot of internal attention within each Federal Agency.

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Maria Ceja
, US
May 31, 2017 2:58 pm EDT

I know how you feel I'm going thru the same issue with no return calls horrific service.

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Maria Ceja
, US
May 31, 2017 2:57 pm EDT

know the feeling I'm going thru the same issue with no return calls they say they call me but I don't have any calls from them.

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5:34 am EDT
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LoanCare mortgage

LoanCare assumed my mortgage in November 2016. I never received notification from LoanCare, nor my former carrier Stonegate that my mortgage had been moved. LoanCare failed to pay my 2016 fall taxes by the suspense date. Then on 1 Apr 17 I authorized a one time withdraw for $797.95 from my checking account for my Apr payment. They took $800 even. $2.05 extra is no big deal, but how can they take more than I authorized? Then on 3 Apr 17, they attempted to withdraw another $797.95. The transaction was denied and I received an insufficient funds charge because there wasn't enough to cover the withdraw. Luckily my credit union recognized that this was an error on part of LoanCare and they reversed the insufficient funds charge. I called LoanCare and they admitted that they had a glitch in their system and it would be rectified immediately. But low and behold, on 7 Apr 17, without my approval, they withdrew another $797.95 which drained my account. Also on 7 Apr, additional withdrawals that I authorized hit my account taking me into the negative almost $300. And I incurred $90 in insufficient penalties. Unfortunately I did not discover this until after business hours on Sat 8 Apr and there's nothing I can do until Mon the 9th. So now I have no way of purchasing fuel for my vehicle so that I can get to work on Mon, nor can I purchase needed groceries for my family until this is corrected. I am very disappointed that LoanCare is my servicing my mortgage. Do I have any choice? Can I request it be returned to my previous service provider? I think LoanCare should be held responsible for the inconveniences they've caused. I'm just an old retired Army guy and I don't have a lot of money for these big corporations to be messing with. I'm so frustrated. Anyone have any advice?

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Pissedoff001
, US
Oct 17, 2017 4:01 am EDT

Too funny, they assumed my loan and I too was never notified. The difference between your case and mine, is the way I found out was when a lawyer contacted me about foreclosure processes. i wish there was a way to sue for incompetence.

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5:29 pm EDT

LoanCare home refinancing

I was contacted by loancare back in october of 2016 and they presented themselves as working for flagstar. Both logos are on the introduction letter. The were offering me a payment about 300 dollars lower than my present. I bought it. I just wrapped up the closing on feb 28. At closing my payment was only 150 less than current and i called my rep who was working with me as i felt it was in error. I have emails attesting to this. He agreed and said it would be handled. I have emails. I am still fighting back and forth. My whole reason for refinancing was to get my payment less by 200. I stated this from the start. To push back my loan for 9 more years for 150 made no sense to me. They have researched their poor little fingers to the bone and i am very sure that it was all bait and switch. I wish i would have read the reviews prior i would have never. Ever. It seems simple to be, modify your loan. If there is a class action out there please call me> this company needs to be shut down. I have contacted everyone in my state government and hopefully they will be banned here shortly. Do not do business with these people it seems that this is their business plan. Servicelink is the owner i believe and they have bayview loans, and a few others. All "the same. Call fannie mae and your state senators. Do not stop

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5:15 pm EDT

LoanCare loan

I do not like loan care, they change automatic, I sent many times by mail my insurance policy and the lady to ask the brittany phillips and she does not know about home insurance. She told me that I sent life insurance (Impossible) when I said what page show life insurance she does not respond and say that is eligible, I sent the originals of the insurance policy, is impossible that is eligible. I already paid my insurance and I sent you 4 times the originals by mail. Policy number [protected] state farm please more seriosly!
This is the worst company for handles loans!

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8:19 am EDT
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LoanCare did not disburse our school taxes

Along with our mortgage, all of our taxes are through our loan with Loan Care. Loan Care is to be distributing school taxes, county taxes, etc. However, I received a "delinquent" notice from a law firm accusing my husband and I of not paying our school taxes the prior year. I've called Loan Care twice, I've emailed them two times and the money still has not been disbursed.

I should not have to follow up with our mortgage company to do something they are responsible for, per our contract. There needs to be more accountability and timeliness with Loan Care, overall.

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Dawnmarie meenan
Philadelphia, US
Jul 24, 2023 7:15 pm EDT

Please help me . Is there a lawsuit still going on with loan care? I really need to be apart of it. Loan care has been taking my payments from my account then on my statement it's not showing up so with this it's putting farther behind and now loan care is not taking any of my payments. Also I tried 5 times for a loan modification and was denied then I received a ĺetter stating I was approved but didn't hear anything so I called and told they can't go forward because I have a lein on my property. I feel like they see taken and taken from me and lying. Please I need help.

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6:14 pm EST

LoanCare house loan

Since my loan was transfer to this company it's been a nightmare they starting by trying to refinance my house 6 moths ago. Which i never heard from them again. When is time For them to pay my home insurance they dont want to do it. They said the scrow account is in hold because of the refinancing process i end it up paying my home insurance AGAIN out ofmy packet. One week later I got a leter saying they don't have the updated insurance information and they want me to pay their insurance which is $1300 more I keep calling them I spoke to customer service they said they updated it. I also send the new insurance policy through email I downloaded it in their website and they're still saying they haven't get it just to forced me to get their insurance... please help me

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3:10 pm EST

LoanCare customer service

Since November 2016, I have been dealing with nothing but individuals for Loancare that do not do what they say their going to do. Loancare decided that they were going to charge me almost $6900.00 for flood insurance. First of all one would like to think they have access to the grid maps and information on properties to show if or if someone is not in a flood zone, it is public record. So that began the company not doing the job and trying to force insurances on people. They said I never responded to their request of documentation that I don't live in a flood zone even though I have confirmation that on the 4th of Nov. I faxed the document to who they told me to and the confirmation stated it went through successfully. So once again someone with loan care did not do there job.
Now thinking this is all taken care of I go about my life. I received no communication from them stating they have not received anything or heard from me on the flood insurance document...No contact at all - Great Customer Service.
I get my bill in Jan. 2017 and it stated that I owed over $2900.00 in my mortgage payment. They charged the $6900 flood insurance to me without telling me, checking with me, nothing, again Great Customer Service - and a nice way to attempt to screw their customers. I began my phone calls on the 3rd of Jan. to clear this up. I had to resend the FEMA document again and was told I would receive a call in 7- 10 days, did I get that call, of course not even though I was told I would, Great Custome4r Services. I had to call back and things were still not settled. by this time I had spoken with 4 different incompetent people. The I got to a supervisor, maybe, one will never know and I was told I would receive a call at 1:15 pm and then again in the evening to discuss payments and resolutions. Did I get either call, why of course not, Great Customer Service. I had to initiate all calls. I finally talked to several people on 1-18-17 (Howard to be exact at 11:14 mountain time and he told me that the flood insurance has been removed and they would be figuring out my payment. He said it would be FEB. 2nd, I said unacceptable and he talked to someone and said I would get a call in 72 hours with my new monthly payment. 72 hours for the 18th of JAN. would be like the 21st or business days the 23rd. Guess what another employee full of it. I never got a call, Great Customer Service. I had to call today 1-25-17 to find out my new monthly payment and then make the payment over the phone.

I would lover to talk to the President of this company and let him know how pathetic his customer service department is. I have never dealt with people that blatantly lie to you over the phone, tell you one thing and then do nothing, cause tons of issues that could easily be resolved.
This is the worst customer service that I have ever, ever had to deal with. I think this company needs to look at some significant training on how to work with people and not lie to them. They could really use some good customer service training. All the people I talked to in 3 months (11) not one really was any good and this includes supervisors I supposedly talked to.
Horrible company
-Andrew

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7:49 am EST
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LoanCare customer service - unethical behavior

My loan was sold to LoanCare LLC and in the mean time I refinanced the loan back to the original company. LoanCare has been holding the money from my escrow account for over 2 months, with no answers, and no results for getting me my money back. Everyone tells me something different. The manager wasn't even able to get things taken care of. For the longest time they couldn't even track where my money was in the escrow process.

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11:03 am EST

LoanCare loan

We had our original loan with Loancare and had no problems. When we refinanced we (with Loancare) were told not to make a mortgage payment for the next 2 months. Made an additional mortgage payment in error. Called and spoke to 4 different representatives and was told that it would be returned to me. It was not. When first payment was due on new loan, I called and was told that the extra payment made on the old loan would be transferred to the new loan and we would not need to make the very first payment. A month later and about a dozen phone calls later, we finally are told that the Escrow refund check we received 3 months ago supposedly included the extra mortgage payment we made in error. Now our mortgage payment is late and we now owe 2 mortgage payments. Bottom line: #1. They like to "Pass the Buck". #2. They are unconcerned that they have representatives working for them who have no problem with providing false information on a recorded line. #3. They are unwilling to rectify a bad situation that they caused.

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1:07 pm EST
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LoanCare escrow refund

We refinanced our house 75 days ago. By law you get a refund on overpaid escrow within 90 days but rule of thumb is 30 days. 15 more days until I get to sue the pants off of this joke of a company. They've cut me 3 checks so far 2 of them "next day" to me and not a single one has made it to me. The people on the phone are ghetto and rude. It's like talking to an uneducated 13 year old middle school bully, they have a rebuttal and excuse for everything! No clue how they've stayed in business. If your mortgage company sells your mortgage to them insist on it being someone else before they bend you over the way they have so many others!

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JackH13
, US
Jan 04, 2017 10:56 am EST
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If you feel that you have been the victim of a discriminatory lending transaction, you can contact the Federal Trade Commission (FTC) or file a complaint using their Online Complaint Assistant. The FTC has enforcement authority in the case of mortgage companies for the following laws:

Equal Credit Opportunity Act (ECOA)
Truth in Lending Act
Fair Credit Reporting Act

You may also file consumer complaints using the following resources:

Consumer Financial Protection Bureau (CFPB)
State/local consumer protection agencies

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4:00 am EST
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LoanCare class action lawsuit

I have noticed multiple people are having issues with loan care. I have had a major one myself and I am in the middle of a legal battle for my home they stole six months worth of my money on and cost me a years worth of money because they did not follow procedure. They have caused major issues on two of my homes. I am interested in anyone that is in the process of a class action lawsuit or interested in one. Please contact me because I am interested.

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Holly P.S.
Tucson, US
Aug 09, 2022 11:23 am EDT
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How is Loancare still in business?

How can they be allowed to continually tamper and steal people's hard earned money?

Capital greed at its finest!

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Holly P.S.
Tucson, US
Aug 09, 2022 11:01 am EDT
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Loancare failed to pay my homeowners insurance between February until it was cancelled in May. They sent me a couple notices asking for me to submit proof of insurance on their website (which I did in April) and was told several times by Liberty that they had sent Loancare notices of my coverage.

I had the same lender (Loancare) in 2021 with the same homeowners insurance (Liberty Mutual) with no problems at all then suddenly come renewal time Loancare is completely in the dark as to who my coverage is under and therefore (conveniently) can not issue a payment to my provider. Liberty Mutual hasn't received payment for said coverage because the address for Liberty to send a check has changed and somehow it was my responsibility to notify LM of said "change". I didn't even know about said "change" so how would I notify anyone of this "change". I was 100% unaware of any address changes. I never received any notices that Loancare's address was changing and I must notify Liberty Mutual of this to make sure my insurance documentation gets mailed to Loancare's correct address.

Now Loancare charged me $406 for lapse in coverage when I had coverage (the same coverage from the year before).

Loancare is either creating and or allowing these scenarios to occur which puts more money in their pocket and I want it resolved.

Liberty Mutual carried me all the way into May and during that time when I spoke with Loancare there was NO mention of them trying to "contact Liberty Mutual but couldn't get in touch" until my call with Loancare yesterday.

Also, when I spoke to a woman at Loancare in May she acknowledged that I uploaded my Liberty Mutual Insurance documentation back in April. On yesterday's call they claim they never received anything from me.

I'm being charged for lapse in coverage when I had coverage until May 20th. Liberty Mutual would have gladly taken a payment that late in the game.

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Chuck1972
, US
Jul 31, 2022 5:16 pm EDT

I am ready to file a lawsuit against Loan care due to their practices of their covid policies, I am in the process of being foreclosed on and having to move out of my home due to things out of my control with Covid. I got nothing but empty emails, empty standard help with covid letters and ZERO action of results on their part, When I was able to resume payments they were sent back due to them saying I needed at least half of my balance brought up, I then applied for restructure of my loan thru there program Sept of 21, I completed their package needed to do so and did not hear back til Dec 21 denying my claim. I then get a letter stating my info had been compromised with zero explanation and when I called was sent to another ext and never got a answer. I have an appointment with a lawyer Aug 1 and i am not going to let this go. I urge others to come forward if you have had this happen to you.

Signed

Feel Ignored

This has been a awful exp.

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Jessa Gaither
, US
Jul 08, 2022 7:00 pm EDT

I have been through an absolute nightmare with loancare. They lost my final payment I sent multiple emails showing proof of payment. They rejected all the proof didn’t call me or tell me that they were closing the investigation of lost payment and put my loan into delinquency and dropped my perfect credit >140points. When I asked to speak with the credit department they told me that I could not, I could only email them. When I asked to speak with the payment investigation department they said that I could not talk with that department either. I could only send another email that never gets a response.

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Rachele E J
Fort Mill, US
Jun 18, 2022 9:02 pm EDT
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Violating COVID scares act, fails to process paperwork in a timely manner. Representatives give a different answer every time. Violated COVID cares act by repairing to the credit agency! Violation by unexplained fees. The only thing left to do is file a formal complaint with the consumer finance protection bureau. Is it crying shame that you can do this to veterans.

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Hildie Williams
, US
Jun 11, 2022 12:00 pm EDT

Any word about a current lawsuit? Please I’m going to lose my home if I don’t get someone to help me! My email is hildiewilliams3@gmail.com

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Jennica Wahl
, US
Jun 04, 2022 2:20 am EDT

So to follow up with my recent complaint. I ended up having to deny the offer for the TPP , in order to receive assistance from HAF, even though I never agreed to the TPP or made a payment. I had to go through the entire process of applying for assistance again with HAF, hoping that I was still in time to qualify, while further prolonging my "delinquency" & charging me late fees, and hurting my credit. In order for them to accept mortgage assistance, I had to state that I declined their loan modification offer, otherwise, they were telling the agencies that I was in active loan modification even though I had never agreed to anything. Eventually I did receive the assistance from HAF, about a month later. I was almost caught up. I was approved for additional assistance from the city I live in, (up to $6K)- to be fully caught up. I only needed about $3500 to be fully caught up on my mortgage. I was to take over payments March 1st of 2022. The city of Warren mailed out the check at the end of February. Loancare stated that they never received it. I was going back and forth with them every week trying to locate this missing check, with no answers. The city of Warren mailed out a reissued check (bless the woman helping me) at the end of March 2022. But heres the kicker... Loancare then mailed the check BACK to the city, stating that there was "no corresponding loan account" , even though my loan number was written on the check, and the payment coupon and statement sent to me from loancare was included. Its honestly mind boggling. The city of Warren received the check back May 5th, 2022. They then mailed it back to loancare for the third time, on May 6th. The check was FINALLY processed on May 23rd, 2022. This is 3 MONTHS of waiting for the check to apply, so I can finally take over my payments. Meanwhile I am incurring additional late fees & charged, having my credit suffer, and staying in delinquency the entire time. I was not allowed to make any payments towards my mortgage, and my file was prepped foreclosure. Due to Loancare misplacing the check, having awful organization & practicing predatory mortgage behaviors, I am now 5 months delinquent. However, of course, as per usual the Loancare way, every time I called and spoke to someone, I received different information. I was promised that my file would not be prepped for foreclosure by a representative named Brandy in the foreclosure Department. I was promised I would be contacted by managers multiple times and my case would be "escalated". Never heard from anyone. I believe they have also charged me a fee for having the home assessed. To whomever allows Loancare to be their sub-servicer... please reconsider.

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Regetta41
Pearland, US
Mar 17, 2022 4:07 pm EDT

Hello, I am having trouble with LoanCare and would love to join a class action lawsuit if possible. I have just finished filing complaints with 6 different agencies against them. Due to covid destroying my business I had to to do a forbearance plan. The forbearance plan ended on September 1st of 2021 and the loan modification took a little over 2 and a 1/2 months to complete. I was told my 1st payment would be due December 1st. When I called December 1st to pay, they informed me I was 4 months behind and payment had to be in full. As I was saving my money to catch up, loancare sent me a certified letter on 2/10/22 stating I could pay $10, 562.86 to avoid foreclosure by 3/17/2022. I called on 3/17/22 to pay the requested amount and was told my home was in active foreclosure and they WOULD NOT ACCEPT MY PAYMENT. I was also told they do not have to honor the certified letter they sent me. Every time I call them it is a different story and I am terrified I am going to lose my home.

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Noah Becker
, US
May 14, 2022 5:05 pm EDT
Replying to comment of Regetta41

did get any help with this because th er are doing the same to me

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Jennica Wahl
, US
Jun 04, 2022 2:22 am EDT
Replying to comment of Regetta41

I am so sorry you are dealing with them as well. They truly are the worst. They returned a check stating that there was "no corresponding loan account" even though the check included their payment coupon that has my loan account number on it. They are 100% predatory. Its awful.

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John LaBarge
, US
Dec 08, 2021 11:22 am EST

They are refusing to cash our checks at the moment. I have no idea why they are like this. What a mess.

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Jennica Wahl
, US
Dec 08, 2021 1:45 am EST

Would also like to file. I have been battling with them since March of 2020. I FINALLY have an application that was approved after months of inconsistent information from them, and having to resubmit duplicate information multiple times. They sent me a letter offering me a TPP, however did not include any details about how they came up with that amount, what the actual loan modification is, future interest rates, or anything ! They want me to agree to something so vague. And their “single points of contacts” are falsely represented as they don’t actually have any single points of contact. Now, I’ve been approved for mortgage assistance, that is almost exactly the amount of I am now past due, and they’ve already told them that I have entered into a modification, which means I cannot receive assistance, even though I have not signed or agreed to any modification since they haven’t even provided me with any modification details ! They have caused and are still causing so much stress & loss of sleep it’s unreal. I have kept track of all names and communication with them for the past 21 months of dealing with them. Another issue I have noticed, is that the principal balance they are charging interest on, includes the help I received from MSHDA for closing costs, which is supposed to be paid back upon selling my home. Not sure if charging interest on that assistance is legal, but they’re doing it ! jennicawahl@gmail.com

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M
10:03 am EST

LoanCare payment refund

I refinanced with another company and paid off my loan to Loancare in full. They still took a mortgage payment out after this with the "autodraft" feature, and now I get to wait 3, 15, or 20 business days for a refund, depending on which customer service representative I speak with. Apparently it takes a week just for them to even look into the issue. Glad I waited on hold for thirty minutes to find out that I can write a letter to request the payment quicker, but "by then it won't really make a difference time-wise".What a joke. Avoid this company like the plague, and be terrified if your mortgage gets sold to them.

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11:51 am EST
Verified customer This complaint was posted by a verified customer. Learn more

LoanCare horrible : they don't communicate, mishandle accounts & misreport on credit

They purchased my mortgage and because I could tell early on they were so horrible, I refinanced away from them within 4 months.

1st payment due in Aug - sent. 3rd week of Aug I get a call saying they didn't receive, I send emailed proof of payment, they say they'll research & get back to me in 48 hrs, they don't.

~1 week later - I call, they are researching
~1.5 weeks later (late Sept) - I call again, we go back and forth since they misapplied Sept pmt to Aug now and stopped researching. I sent more proof of Sept pmt via email. They say they'll get back to me in 48 hrs, but again don't.

1st week of Oct - they credit my bank acct electronically for the Aug lost pmt, so I send off right away. They now received 2 payments in Oct (my Oct pmt & my resubmitted Aug pmt).

They report me as delinquent on my credit in Oct. Throughout the whole process I called and emailed, but never get a response. When I call, the agents assure me it won't be on my credit. Now that it is and I call, I get put on hold and the line disconnects. Not once, not twice but 5 times in 1 day. That doesn't seem like a coincident. Agents tell me they'll call me back if the line disconnects - they don't. I can't speak to anyone in the Credit department so I'm at their mercy. In the mean time, I'm losing my rate, my earnest money and the home that I made an offer on. The emotional turmoil of being on the phone for hours, being hung up and getting no answers is beyond words.

They need to be investigated. They don't communicate with customers about their accounts, they don't have answers about things happening on accounts, and they leave mortgage holders feeling like victims. They have the upper hand and so there is nothing I can do but wait, even though I've done everything in my power at this point to communicate and prevent this issue.

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5:33 am EST
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LoanCare loan servicing

I sent in a $2000 extra escrow payment weeks ago. The check was clearly marked that it was to be applied to escrow. I also included a note stating that the money was to be applied to escrow. What did they do? They applied to principal. I sent them an e-mail asking them to correct it. I attached a copy of the cleared check with the escrow notation on it. So far, nothing has been done. There is absolutely no excuse for this error - none whatsoever. There is no excuse why this wasn't corrected as soon as they received my e-mail. This is beyond sloppiness. It's pure incompetence.

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11:02 am EDT
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LoanCare extremely outstanding vom request with no accountability

From Oct 20th - Nov...
I have had an unbelievably poor experience with Loan Care. I'm needing a Verification of Mortgage completed for one of their customers and I don't even know where to begin on how poorly they have handled it.

First of all, a written verification of mortgage can easily be completed within a day, it's only 8 SHORT lines of information that we actually already have...we just need it filled out by the company. It's been 2 weeks and I still don't have it. I've called almost every day leading up to this 2 week mark (after waiting to speak with someone for 30+ minutes every time) and no one gives me a straight answer. It was escalated a week ago and it was supposed to be completed and I was supposed to get a call from a supervisor each time I've called- obviously heard nothing. I keep calling and am told it's "processing". Then I call yesterday and I'm told they sent it to me but they didn't put the @ sign in my email - which basically doesn't even make it a real email address? She said I would receive it within 30 min - still no email 24hrs later.

So I've been sitting waiting for a customer service rep this morning for 30 min, finally get one and explain my whole story over again, he puts me on hold then disconnects me. I'm not kidding - I am furious. I waited another 30 min to get a customer service rep and I couldn't believe what she said - she told me that they never received a written verification attachment and that I would have to start over in the process. WHAT?! It's been two weeks and I've talked to 7+ reps who all saw my authorization and my attachments, and I've been told every single time that I will get my documents back by EOB so how could there not be attachments? She even saw in the notes that they tried to email it but sent it to the wrong email address, but didn't have an explanation for it and just told me "that's weird but there's nothing else I can do if I don't see the attachment"

Unbelievable, I'm now back to square one and couldn't be more appalled by their process. She even made me log another ticket. I'll attach a photo of my initial request WITH the attachment that she says wasn't there...

There's absolutely no accountability and this is one of the easiest requests we send out. I'm blown away by how poorly they handle something so small so I can't imagine how they would handle something as important as a mortgage. I hope the rest of you have better luck dealing with these people but from seeing the other reviews it's clear they are truly the worst.

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About LoanCare

Screenshot LoanCare
LoanCare is a national provider of full-service residential servicing solutions for lenders and mortgage companies. It offers loan servicing, subservicing, and interim subservicing to the mortgage industry, focusing on customer satisfaction, regulatory compliance, and operational efficiency.
How to file a complaint about LoanCare?

Here is a guide on how to file a complaint against LoanCare on www.myloancare.com on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account or create a new one if you don't have an account yet.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website, found at the top right corner.

3. Writing the title:
- Summarize the main issue with LoanCare in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about key areas of concern.
- Mention relevant transaction details with the company.
- Explain the nature of the issue.
- Describe steps taken to resolve the problem and the company's response.
- Share the personal impact of the issue.

5. Attaching supporting documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses.
- Specify the desired outcome in the 'Desired Outcome' field.

7. Review before submission:
- Ensure your complaint is clear, accurate, and complete before submitting.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Make sure to follow these steps to effectively file a complaint against LoanCare on www.myloancare.com.

Overview of LoanCare complaint handling

LoanCare reviews first appeared on Complaints Board on Apr 12, 2010. The latest review Smooth Mortgage Management Experience with MyLoanCare was posted on May 16, 2024. The latest complaint Mortgage was resolved on Aug 27, 2020. LoanCare has an average consumer rating of 2 stars from 324 reviews. LoanCare has resolved 77 complaints.
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  1. LoanCare contacts

  2. LoanCare phone numbers
    +1 (800) 274-9900
    +1 (800) 274-9900
    Click up if you have successfully reached LoanCare by calling +1 (800) 274-9900 phone number 0 0 users reported that they have successfully reached LoanCare by calling +1 (800) 274-9900 phone number Click down if you have unsuccessfully reached LoanCare by calling +1 (800) 274-9900 phone number 0 0 users reported that they have UNsuccessfully reached LoanCare by calling +1 (800) 274-9900 phone number
    Head Office
    +1 (800) 274-6600
    +1 (800) 274-6600
    Click up if you have successfully reached LoanCare by calling +1 (800) 274-6600 phone number 0 0 users reported that they have successfully reached LoanCare by calling +1 (800) 274-6600 phone number Click down if you have unsuccessfully reached LoanCare by calling +1 (800) 274-6600 phone number 0 0 users reported that they have UNsuccessfully reached LoanCare by calling +1 (800) 274-6600 phone number
  3. LoanCare emails
  4. LoanCare address
    3637 Sentara Way, Virginia Beach, Virginia, 23452, United States
  5. LoanCare social media

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