LoanCare
reviews and complaints

My daughters contacted Loan Care seven (7) times since 20 Sept 22 until this evening to include the acculation team in regard to her father's passing . The Case Manager Natasha (no assistance) has contacted my daughter 2 times during the process. She's spoken to the acculation team in which they've reviewed the Probate Letter w/the seal identified the doc number for the team. Per the Representative the seals not visible. She's mailed the letter w/a returned receipt in which Loan Care states they misplaced the Letter. To date they have not resolved the issue of awarding the successorship. We've tried every resource available requesting a supervisor in which one's never available, they will call us, they cannot give the Supervisors phone number, ect. Needless to say, they received the death certificate. When will the issue be resolved in order to move forward? Why are the Supervisors treating the case as though it's not their issue, and what about customer service? Everytime we discuss the issue it's 10 days but we are into 90+ days of no resolution. This is the worst service of a loan company I've seen in ages! I will contact the BBB and seek additional action.

Loan Care 11/17/2022

Loss Draft Dept

Todd Curry

1623 NW 44th Ave

Cape Coral Fl, 33993

To whom it may concern,

I’ve had it with the hours of frustration and aggravation with your on line process and the calls to your customer service. Your company has made so many mistakes and have set my wife and I back on repairs to our home by months. We have lost good contractors who don’t have time to waist on your bureaucratic BS.

Meanwhile as each day passes, repairs are not getting done and damage’s are escalating. Your companies interest are clearly not for your customers. The first check you finally sent was made out in such a way that I had to surrender the entire amount to the roofer. The amount was for more than half the total cost of the roof repairs when it was only supposed to be 20% down for materials. That means, if this contractor rips me off and goes away with my $40,000, I’m holding you responsible! Why you put the check in the contractors name, after sending me a notification that the account would be non monitored and that you would simply endorse it and return it and then screw it all up from that point…I don’t know. I can only assume it’s incompetence. If you took the time to review the Insurance adjuster report, you would see that only $54000 is for the roof repairs, the remainder for other structure and other structure repairs. You have created a totally and unnecessary cluster of [censored]e.

Your process is atrocious and possibly illegal and or criminal. I have enclosed a copy of your own document specifying the non monitored status of my claim

This is the last time.

You need to release the remaining funds to me Immediately. In my name and my wife’s name ONLY!

I will not except any further Shenanigans and/or delays.

Todd Curry

Tel# [protected]

Cc

Morales and Cerino Esq. (Attn: Frank Cerino-2022FC3298)

Office of Attorney General (Attn: Ashley Moody)

Better Business Bureau (Ref 37283)

Back in March 2022 I applied for a loss mitigation for my loan. My loan is in mine name with my father in law who cosigned. Note my father in law has had nothing to do with my house except to sign his name at closing. My husband lost his job in December of 2021. I was trying my best to pay everything with just my paychecks. Finally in March I had to reach out for help from Loancare. I was told that I could just use my husband's and I's financial information only. I submitted everything they asked for. I wouldn't get any information in the mail until after the deadline past for supposed new missing information. I had to reapply 3 times and still kept getting the run around. They finally said oh by the way we now need your father in laws financial information. This was after my house was put into pre foreclosure status because of their wrong doing. I sent them all of his information twice and they still said it didn't make it to the underwriters. Conveniently my loan was transferred to another part of Loancare and they declined my application and wanted all the missed payments to be paid right away. I had to file for a forbearance to help avoid foreclosure. That was granted, but now I am stuck trying to figure out how to get everything caught up when my forbearance has ended. This company is horrible with communication and never wants to help families out in need.

I have an error on my monthly escrow and needs to be reimbursed for all the extra money the charged me for 9 months.

I’m a permanent disable Veteran therefore my property taxes are exempt and need to pay only $1840.72 a year. My home insurance is $3824 a year which is a total of $5664.72 between tax and insurance, divided by 12 months it equals $472.06, yet you’re taking a $1,105.93 monthly towards escrow. I need my money back for the difference immediately and also adjust my monthly payment to the correct amount.

They’re overcharging me by an extra $633.87 a month.

I’ve called about this issue but the person in customer service transferred me to another department who didn’t answer.

This is a lot of money for a disable person and I’m willing to take this to a Wounded Warior lawyer if I don’t get an immediate response.

Email [protected]@gmail.com

On September 6th I called LoanCare LLC to inform them that I would be sending in a total payment of $1,800. My loan did have three payments past due at the time, the employee of LoanCare LLC did tell me that the $1,800 payment would cover two monthly payments and would be accepted. I instructed that I would be sending the payment by my credit Union's bill pay service and they made note of it. I noticed on September 13th that the payment was redirected back to me. When I called LoanCare LLC to see why my payment was redirected back to me they told me that their employee gave me the wrong information, two payments would not have been accepted when three payments were past due. In that timing it caused another billing statement to be produced and my loan went into a foreclosure status. They of course apologized for their employee giving me incorrect information but that did not help my loan avoid foreclosure status.

I called to make my payment for the month of August (late). The representative informed me that because my October payment is now due that the could not take my payment for the month of August. I informed her that I fell behind due to life issues and that I’m living paycheck to paycheck and it’s hard for me to hold on to money with so many other bills due. She informed me I still couldn’t make the payment unless I was getting all the way caught up. Now my October payment isn’t considered late til after the 15th and at that time I could experience a possible eviction. I informed her I could make the other two payments on the 10-21-22. She informed me that I need to hold on to my money until then. I am furious because they will not allow me to make the payment that I have, putting me more in jeopardy than I have put myself in. I need to make a payment now of what I have so my son and I will not be sleeping on the streets!

This house was purchased by my grandmother 5 years ago so we could live together and provide care to her. We have been making the payments and after covid we both lost our jobs, like everyone else it did impact us financially and unfortunately, we did get behind with payments. Loancare sent out a loan modification and we got approved and started making our trial payments with ease. At this point a permanent loan modification was sent out and unfortunately at this time my grandmother passed away, so she was unable to sign the permanent documentation. Mind you the property was left to me in the will and all the documentation was provided (death certificate, warranty deed and will) in a timely manner. After this Loancare refused our payments stating the loan was invalid. This took place in April of 2022, as the months go by, they have done nothing to help us or even guide us even though we still kept asking to make payments. There reasoning was that even though it's in the will and that all the documentation supports this was that the property might be ours, but the loan is not. In August we then receive a letter from loancare demanding 9k from us in a month or face foreclosure. What gets me is that they wouldn't take a single payment from us but will gladly take 9k from us, how is this right? It seems to be by design since the house is worth a lot more than is owed. This house holds a lot of special memories for me and my kids and it sickens me that loancare will do anything but help now. Absolute opportunist! However, is this isn't resolved shortly we will be hiring an attorney and going from there. It's just sad it has come to this.

We used the COVID deferment process for a year and were told we needed to make trial payments before the underwriters would restructure our account to move missed payments back or absorb them into the loan. All was good with this at this point.

We made two payments we were told by the person we called at Loancare not to make another payment until we receive the paperwork from the underwriter. This was at the time of the third payment. We waited 3 or 4 weeks and called to let them know we have not received anything and if it had been sent yet. They said it was not and is still at work.

We never received anything and began the process of selling our house and called to make sure there would be no issue. They stated we called just in time because they were beginning the pre-foreclosure process when we never received anything stating we had a late payment also, the website showed no payment due or anything was late. The person stated we missed the third and final payment of the trial. I stated we were told to stop paying until we received the paperwork and to review the conversations.

Loancare asked me to restart the trial of three payments, which would resolve all the late fees and pre-foreclosure. We agreed as we didn't know when the house would be sold. We waited on the paperwork again to start the trial, and it didn't come for two months, and we sold the house a few weeks later.

We received a late payment on the month we sold the house, which was paid off before the due date (original due date), giving us a total of four.

I have been with laoncare for one year. I am 100 disabled and I do not pay property taxes. I have asked laoncare many times of the year to correct the issue. I deferred my payments and tried to refinance away from them but that fell through. Then I tried loan modification hoping that would correct the issue. They had me wait 30 days then said I had to redo it. That took 60 days for them to decide to deny me. Immediately the LM tech told me my option was to start foreclosure. I have contacted the V. A but even they get lame duck service. Now I have to redo all the same paperwork for them to come up with a repayment plan. They are still adding in property taxes! I can't even talk to someone who's not just reading notes. I'm not even going to get into the insurance issues. I'm so frustrated. I'm obviously not the only one with issues with this company!

I had a leak in my home in January. The insurance company issued the payment to myself and Loancare. It was supposed to cover the damages to the home. Loancare repeatedly slow-walked releasing payments, which ultimately caused me to get behind on my mortgage. I waited for months. Calling them daily, receiving incorrect information — which said that all funds over the cost of the contractor would be released to me. By June the home was finally complete. I received a 100% complete by the inspector. But LoanCare never released additional funds. They said they needed to file an acception. One month goes by then another, then they rjected the exception and sent me to customer service. Customer service says they refused to release the funds because I was behind on my mortgage. They ask if they can use some of the funds to pay off the rear payments (payments that would not have been in the rears had they released the funds.) I said fine. Another three weeks past... I am still in the rears and have not received anything from loan care. Another four hours of phone tree hell and they tell me that they refuse to endorse the funds because I am behind on my mortgage and that they are not legally allowed to apply the insurance funds to those payments. So they are just holding on to $14,000. No apparent justification at all.

I refinanced with LoanCare in 2020. Going into the refinance I had the same homeowners insurance since I bought the home in 2017. Its apparent that I had the coverage or the refinance would of not been approved by them.

A year later, I receive a discreet letter from them stating that they forced hazard insurance on my property. I asked how can that be, I’ve had the same, exceptional coverage for years. Come to find out my homeowner insurance was dropped me due to non payment to them. At this point, I’m clueless because I’ve never missed a mortgage payment since buying the home, not even late for that matter. After doing some diligence, come to find out LoanCare was not making disbursement on my behalf. This resulted in my insurance canceling. I was paying LoanCare but they were keeping the money and not making payments.

I had to get another policy due to their mistake. My new homeowner’s insurance submitted all the correct info to them which everything should of been satisfied. The hazard insurance charge of over $3400 should have been reversed because they were at fault by defaulting on my disbursement payments on my behalf.

This now brings us to the June 2022. I open another letter saying I am being charged another fee for hazard insurance totaling over $4,800. I immediately call them to see what’s going on and they said that my new policy was never updated.

At this point, I’m now down 2 insurance policies. I immediately called Allstate to have another policy put in place.

On July 18th, I am notified by Allstate saying they are canceling my new policy. They said they have sent fax documents with my new policy along with emails to LoanCare and still have not received a payment

I immediately call LoanCare, again they said that they have no documentation of my insurance. At this point I have been given the run around by their insurance department and finally they do acknowledge they had my policy there but it was there but never updated.

All should of been good at that point but I just opened opened a letter that said I was charged the $4,800. My new policy was put in place the beginning of June but I’m still have been charged.

I have now been charged 2 years of hazard insurance, totaling over $8,000. To make matters worse, my homeowner’s insurance premium has now tripled since going into the refinance with them due to the cancellation from them not making the disbursements on my behalf.

I have looked for a corporate address so I can serve a court subpoena but all they will give me is a PO Box number. I would just like to be made whole in the situation but dealing with their call center is pointless and feel I need to escalate this to get this resolved.

TWO Payments to LoanCare #xxxxx3518 that were CASHED as proven by my bank, CHASE, for February and March 2022 still not transferred to Rushmore as your representative assured me. LoanCcare now has Rushmore (April 8,2022) saying I am 2 months in arrears and I am not! I have faxed/emailed proof statements and you have to this date not sent a check to Rushmore! Additionally after receiving the documents as you requested ([protected]@myloancare.com April 6th 2022), you have NEVER followed up or thanked me for bringing this information to your attention. I am not requesting you send the monies to me send it to RUSHMORE ASAP... I am a senior on Social Security, and pay my mortgage before any other bills! Your business practice and its lack of due diligence is becoming detrimental to my credit rating. July 23, 2022

I sold my house in august 2021 was told they would mail escrow check to my new address. Called several times since September 2021 I never can speak to anyone because the account number I have is closed. It always says they have a high volume of calls go to their website, I can’t do anything when I log onto their website but see the previous tax documents. I had all my mail forwarded to my new address. I have not received anything or been able to speak with anyone. It has been almost a year.

I am behind on payment due to unemployment. But I have a steady well paying job now, and I am trying to catch up. But the inability to speak to anyone over the past week is driving me nuts. I call, but can't reach a person. I try the website, but they won't let me pay online because I am behind. The phone just hangs up on me because "high call volume" no matter what time of day I call.

Absolute nightmare. We submitted our final loan payment the 1st week of June 2022. The final payment had to be certified funds. They stated a wire transfer or a cashiers check. So we called and got all the details about address account and all the details to send the payment we scheduled and sent the wire transfer payment while on the phone with the company representative so no details would be missed. We got a call a few weeks later that our payment was late. Our bank said payment had been sent. Loan care said they couldn’t find any payment. So we sent proof of the payment. Including date, amount, account sent to and confirmation number. A week later got another call saying overdue again talked with customer service and again sent email containing proof of payment with more details. They said they would look into it and it should be resolved soon. Got no email response or any call saying they couldn’t verify payment. Got a notification that my credit dropped 140 points and that my loan was in default. I have never missed or had a late payment I had perfect over 800 credit it dropped to the 600s. I called customer service and asked to speak with the investigation department and the credit department. I was told there was no number for them and that I could not talk with anyone about it. I was told that I could send and email and they gave me the same email address that I had sent all the other emails to with no response. I asked what else I could do and was told that I would have to submit another payment. My bank has also been contacted and and is investigating the payment sent. As the money was out of my account since the June 3rd. so now I have to be out the money twice and have a scar on my credit.

I have applied for mortgage assistance on several occasions the first was in January 2022. They never contacted me to inform me that additional documents were needed so they rejected the application. I discovered this when I called them in March 2022. I filled again and emailed this to be email address provided to me on that phone conversation. Next thing I know I am in foreclosure in June 2022 and contact them because again nobody has contacted me. I am told that lc.loss-mitt.net email is not active and that lc.lossmitigation.net is not active either so they never received my application at all. Now I am to use [protected]@loancare.com so I start all over again and am told that when they get these items the foreclosure will be paused and that the application will be processed. Well now I have called everyday and they constantly need more items that are not listed in the application or what they got isn’t the full page or not current enough. Oh and now that more time passes the pay stubs aren’t the last 30 days. Still active foreclosure and still not assigned to an underwriter. This is how they treat veterans with VA loans. This is how they do business. I will not be fooled and will respond to the court documents and I will contest the foreclosure and I will report this to veteran affairs and I will report all these complaints and others to the court should that be where this matter goes. The request is simple I was a trauma injury at work and off work for a long period and workers compensation was 46% of my income. Let me start paying again and more the missed payments to the end of the loan. I have documentation of all workers compensation payment amounts and medical reports and images all sent to LoanCare on several occasions. As of 11am today they still have it in active foreclosure and not assigned per agent 9203. Pray for me on this and my upcoming hip replacement due to this injury and pray that LoanCare changes their ways and pray for all those that have been affected by this company and their practices. May God have mercy on them!

My name is Jennifer Langston. I am a surviving spouse of a fallen veteran and I bought my first home with a VA loan in March of 2020. Unfortunately this was right before the pandemic. Tragically I was laid off from my job as a server in a hotel for two years. I am writing to you out of desperation. I was grateful that loan care, like many others offered me a forbearance. Coming out of forbearance I was offered a VA Disaster modification of which is considered a NO document modification. It was sent to me in December and I have attached this modification for reference. I had the modification notarized and submitted it before the due date of January 26th. During the notary process I was told by the notary that my middle name had an extra letter in it. Instead on Rae it was spelled RLae. I called loan care at this time for advice. I was told to go ahead and sign it and have it notarized because my name was correct in the system. I also asked for this notation in my file, which is there as I have asked the variety of different representatives to refer to it.

I would say about 2-3 weeks following submission of that modification. I was informed that they could not accept the documents with the misspelled name and that they would have to send out new documents with the correct name spelling. As of todays date I have yet to receive those documents. I have called almost every other week to ask for them and I keep being told that they are on their way or someone sent the wrong ones. During this time I was also encouraged to make my payment of $1701.97 in order to fulfill the three month payment agreement on the modification. I have made 5 payments at this point. I have talked to supervisors, asked for callback requests with updates, had representatives tell me that they would call me back all with no callback and no progress on getting the corrected documents and reassurance that as long as I made my payment I would be fine.

At the beginning of June I received a letter advising me that my loan issue had been assigned to an individual who to this day I have yet to speak with. Every time I call I have to explain my entire situation over again and again and again. I have begged to have this attended to with a single individual. I called once I received the letter to find out that my modification has expired and is no longer approved and that I have to now send documentation to begin a document required modification. In which I have no problem submitting as long as my payment is similar to what I had been paying on the original modification of $1701.97. I was then told because of the current interest rate and requirements at this time that this will most likely increase my payment. I do not understand why I have to suffer because of a typo made on loan cares side. I have done everything required of me according to the December modification and I have been in constant contact.

Today was one of the worst exchanges as I was getting another reason on my loan modification being denied. One that I had not been sent documentation on nor has it been conveyed. I was told by a Torre in the escalation department that my modification had been denied because I did not qualify due to interest rate and principle. This did not match up to me because my rate had dropped and my principle and she simply just kept repeating that I need to send in documents. I tried to call back to talk to someone else to clarify and no one could be reached. No one is willing to look at my notes. All that they do is go straight to what the file is asking for. Which, according to the VA I would not qualify for because I have not made 12 payments on my loan, and I was at my max payment with my original loan at $2025.00. I have taken on a lot of debt over the two years without working due to house repairs and bills that had to go on credit cards. I am on my own and cannot afford a higher payment.

I have now applied for mortgage relief in California to try and help me because it seems like Loancare is doing nothing and simply does not care. Everyday I am stressed to the max that I might lose my home. I have gone through the initial background and have been found eligible for the mortgage relief program and at this point the program is waiting on Loancare to respond. Can you please help me with one or the other? No one seems to know what is going on. I am also scared the my mortgage relief might be rejected if they say that a loan modification has been approved which it hasn’t and then they would disqualify me and I wouldn’t qualify for modification from loan care. Then I have no resources. I have consulted with a family attorney in real estate and I had been directed to bring this ti the attention of the California Consumer protection agency. I would like to resolve this as soon as possible can you please have someone contact me that I can work a solution out with. I do not know who to turn to anymore. Thank you for your time and attention.

Best,

Jennifer Langston

Loan # [protected]

I’ve noticed many people are having problems with Loan Care. The company is accepting payments but not crediting them to the account. I had this problem with them a year ago, and filed a complaint with the Oregon State Department of financial regulation. I also obtained an attorney who wrote them a letter. After this, Loan Care somehow “found” The missing payments, and brought the account up-to-date. They had previously locked me out of their website, and we’re supposed to allow me back on. This never happened. Now, more than a year later, I am having the same problems. I now have a renter in the property and she is making the payments directly to Loan Care, to avoid any problems with being late. They again say they cannot find payments, and have been adding late fees and accruing interest on these payments. I am still locked out of their website. I have now received a notice that they want to foreclose. When I am fortunate enough to get through to a person on the phone, I get different answers from different people. They don’t seem to believe that the payments have been made.

Due to COVID-19 I went into forbearance for 18 months. Which means that HUD put a lien on my property. I was told that I would have to pay the full amount back in the event of refinancing or selling my home. Which the latter I am currently trying to do. My final payout amount is more than my original loan amount! Loan care is telling me that I am going to have to pay the $26,000 forbearance twice! Once in my final payout to them and a separate $26,000 to HUD. My title company won't let me sell my home due to this and I can't afford to pay more for the house than what I originally paid for it! That's just ludicrous. No one will help me at loan care. I get hung up on or told that that's just how things are.

We entered into a hardship forbearance in 09/17. At the time, we were advised by the agent to not make that months payment in order to start the process. We were assured that our credit would not be affected, there was no danger of foreclosure, and the process would take 30 to 60 days. Almost 2 years later, the forbearance was completed, we were reported late for almost the entire time, were put in to foreclosure TWICE, and our mortgage payment increased. Luckily, we have proof of all of there deception. From losing our signed documents sent certified, screenshots from there system showing they witheld applying our payments, and emails where they continuously admit they were wrong. Unfortunately, Loancare will not correct ANY of their mistakes. I've tried numerous times to have them remove our late payments and they actually added late payments. They have reported No Information during months when we made our payments monthly and on time. Loancare also misplaced important documents with our financial and personal information subjecting us to possible identity theft. The last straw for me is when I disputed a legitimate mistake on my credit report and they changed it to a late payment. That lit then fire to start contacting attorneys. We went thru absolute hell with them for 2 years which resulted in having to go to counseling and stress related health issues that we deal with to this day. It's almost like PTSD when we have to deal with them. If anyone is in this or a similar situation, I would love to gather stories and present them to an attorney or someone in the media. A Google search will bring up numerous attorneys that have successfully sued Loancare and we started reaching out to them today.