I had Loan Care and didn't have any issues until I did a refinance with cash out. The customer service never communicated with me except when I emailed them asking if we were going to close on time or should I make June's 2019 payment. They assured me it would close prior to me be considered late. The notary came to my house and said the same thing. Don't make your June payment. I didn't know it closed till I received a FedEx overnight letter with checks for me to mail off and pay my debtors which is why i did the cash out. I mailed all my checks the next day. I say a week later maybe two I received a letter saying they sold my loan to SunWest Mortgage. I was like, what, wow, um ok. So I get all these welcome letter from SunWest and a goodbye letter from LoanCare. I registered on SunWest site so I can pay online. I even went to Loan Care site and saw that I had no balance, and printed out a payment history which shows the loan paid in full and no balance. here comes July 1st, time to pay. I tried to pay on my new providers website and it asked me to call. So i called and they said I was paid up and they don't show a payment due till August. I said humm, well let me check again on LoanCare site, I log in and says this loan was transferred no payments can be excepted. I called the 800 number and was on hold for ever, told LoanCare they sold my loan and I am confused about my July payment. She looked up my loan and said, oh yes let me get you your new service provider your loan is closed. Puts me on hold, then "click" i was not going to call back. She gave me what I thought i needed to hear and I had all the printouts and screen shots i needed. So its July 27th. I have been with SunWest for a few weeks, scheduled my August payment already and get mail from Loancare saying that I owe them two months of payments. Mind you I go ballistic, two months, WTH! I have NEVER been late once and my credit score means a lot to me. So after two sleepless nights I call LoanCare on 7/30. I am on hold for over 2 1/2 hours. I took a photo of that also. I finally get an answer . I said I would bet the reason for the long hold was a lot of your other customers may be in my same situation. He said oh, there are a lot of customers calling to pay their mortgages. mind you its July 30th and yea people are all over paying early and paying the convenience fee to pay over the phone with a live person, RIGHT. I tell him my whole ordeal and he sensing my frustrations says its all normal protocol to ignore the bill and start paying my new service provider. i also told him my credit score went down and when i pulled it I showed having TWO mortgages of almost 1 million dollars. He said oh don't worry it will be off the next month, If anyone had this problem please contact me. I have all my paper work and I swear if they mess with my credit report I am getting a lawyer. They must have had a system update or crash or plain incompetence, either way they made the error. Not me.