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LoanCare
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LoanCare Complaints 323

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1:18 pm EDT

LoanCare Loss mitigation

For a year now I have been trying to have my loan modified from 15 to a 30 year loan, in order to lower my monthly payments, all the while I was in forbearance. Phone calls and emails have had no result. After receiving my escrow statement in Nov., I sent a check for the full amount of taxes and insurance to the escrow dept. it has yet to be applied to my escrow account. At that time I also submitted paperwork to Loss Mitigation for a loan modification. In March I received a call that my loan had been approved and I would be contacted in 30 - 45 days. During this time I continued to call concerning escrow account. Each time I was told an audit would be performed on my account. When I finally spoke to a Loss Mitigation supervisor, I learned that my loan had not been approved for modification and I would have to submit new paperwork and reapply, which I did in April. My forebearence had expired, and I have now been making full payments for three months. During this time I have called every two weeks only to be promised that my requests would be expitied, and each time I learn that nothing has been expedited or audited. It is a do nothing company and my only option sees to be moving my mortgage from ARC Home Loans to another company.

Desired outcome: I would like to see my loan modification approved and my escrow check applied to my escrow account.

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9:37 pm EDT

LoanCare Loan modification

Made the three payments required for loan modification. The first payment went through ok but I had the second two come out of a different account. I noticed a payment had bounced because they tried to take it out of the wrong account, not the one I had given. I was locked out of my account and was told it would be unlocked when I am current so I could not see what was going on. I called and explained that they tried to take it out of the wrong account and the representative said they see that but that it is fine it did come out of the right account. So I did the same with the third and the same thing happened and when I called I was told the same thing. We got the loan documents to take to a notary and sign and send back which we did. Then I never heard anything. I tried to get into my account and still couldn't. I called to say my first payment was due and then was told the modification was canceled because of two missed payments. THIS WAS NOT MY FAULT! And they didn't even contact me about it, I received no letter or anything as if they just wanted me to believe we had the modification done. They told me to reapply which I will do but I am also talking to a lawyer about their negligence

Desired outcome: Get me approved for the loan modification and have more transparency

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Lori Priest
, US
Aug 12, 2021 1:35 pm EDT

Exact situation happened to me.

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4:48 pm EDT

LoanCare Loan modification and escrow payment not applied

I have been attempting to have my loan modified from a 15 year to 30 year mortgage in order to lower my monthly payments. This has been dragging on for a year now. All the paperwork was submitted in November of 2020. In March I received a call telling me that I was approved for a 30 year loan and would be contacted in 30 - 45 days. My son was on the phone and took notes on the call. Time passed and nothing happened except I continually received emails that my forbearance was ending and I need to contact the company. I have sent emails and called. Getting thru to a real person is a commitment of at least two hours time. When I finally spoke a Loss Mitigation manager, Bob, he told me that there was nothing had happened on my account, and I would have to resubmit all the paperwork, which I did in March following our call. Since then I have called every two weeks and yet nothing has transpired. Each time, the person I speak to promises to push my request thru, but still nothing happens. I'm so weary of all the same old promises, and yet each time I call nothing new has happened. I need to lower my payments.

And that brings up another point. I paid my entire escrow balance for insurance and taxes in Nov. and the check cleared the bank in Dec. The money was never applied to my escrow account. That in itself would lower my monthly payments. Each time I call I'm promised that my escrow account will be audited, but it never happens.

Today, I received the exact same story from Steve, a team manager. Nothing will come of it I'm sure, so I am beginning the process of shopping my mortgage to other companies. Anything will be better than this.

Desired outcome: I hope someone in authority will take notice and solve this issue.

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10:07 am EDT

LoanCare Unethical behavior

This has been happening since March of 2021. I have since made close to 100 phone calls to Loan care, WHEN you can get someone on the phone which is next to impossible you get a variety of different answers to your questions that have negative consequences for the consumer. I am currently on hold on 3 different phones trying to get help to access my account online to make a payment which I can no longer access. Every time I call there is another reason why I can't access this. I missed ONE payment because my daughter needed Brain Surgery the resulting 6 months has been a nightmare. Now after I just got a person on the line they hung up on me. This has been the worst customer service I have ever received.

Desired outcome: Fix my issues immediately

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5:28 pm EDT

LoanCare New client

HelloI have been trying to get help with my account for the past few weeks. My loan maturity date is incorrect (somehow 8 years off! and not in my favor) and my social security number is incorrect on my account. I can no longer log into my account online and access any of my information. I was in forbearance during covid and my account was deferred on 10/1/2020. I paid November, December and then went into another forbearance which is ending July 1, 2021. Calls were made 3 times today 6/21/21 to reinstate my loan and defer the payments to the end of the loan term.

My son, Michael called once (approval on my behalf) and he spoke with Amber Slores, who told me her supervisor said deferral was not a good option and that we couldn't do that. I asked to speak to a supervisor, I was transferred and no one ever answered after being on the phone for over an hour.
I decided to call by myself a 2nd time regarding all of the above and spoke with Amber Slores again. We discovered that my social security number was not even correct on the account. She told me that my mortgage was put into another forbearance from august 2021 to November 21. I told her this was never authorized and I just wanted to reinstate this mortgage and defer it. She said I would have to submit an application with loss mitigation and transferred me. No one ever answered after another hour 

My son called a 3rd time and spoke with Darlene and we went over all of the above again and it seemed like we were getting somewhere until all of a sudden the computers were slow .Then Darlene came back and said it was denied because we answered no application questions (which never happened).  Darlene would not giver her last name, he said a supervisor was not available. 

July 1st is approaching, I have received no paper bill, no deferment, no access to my online account, they still have the wrong SS number. 

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4:56 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Dear LoanCare (attempt to be civil), First, I have all of the emails, documents, recorded phone calls from my interactions with LoanCare as this entire company should be shut down for mortgage fraud, violation of Federal Law (CaresAct) as the practices in which this company employs is criminal. The allegations in this forum should suffice to be...

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5:35 pm EDT

LoanCare Loan servicing

I am in the process of having my loan deferred just coming out of forbearance. I have been told numerous times documents will be coming. They have not. I get an email every 3 days saying it's on its way in 7 days this email has been coming to me for 2 solid months I have also been told each time I call that no payment due till July 1st. Now I have a letter saying that I am past due and in default. Potentially harming my credit profile. They sent a letter stating call a number and email this address. Email Does not even go through it bounces back. Can't get anyone on the line now with the phone number. How convenient. I see this happening left and right with my own clients. Eventually harming their credit.

Desired outcome: Deferment paperwork and assurance that my credit is not going to be effected and a letter stating I am not in fact past due or in default.

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6:15 pm EDT
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LoanCare Mortgage

I have been unable to actually speak to a customer service representative to pay my mortgage. There is no automated option for any of the 4 phone numbers I have tried. In addition there is no option to speak to anyone. It is just a default recording talking about covid 19. I am unable to find my full loan number and therefor cannot access my account online to pay. There is no way to make the payment at this point!

Desired outcome: Speak to an actual person at loancare

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4:00 pm EDT

LoanCare Class action lawsuit

As I sit on hold to speak to someone after speaking with someone for an hour and needing to speak to someone else. My daughter had to have brain surgery I had to take an unpaid leave of absence I missed 1 payment and the amount of grieve, time on the phone with them and misinformation is historic. Once I realized I missed a payment I contacted them. They told me to request a forebearance and that I wouldn't be reported to the credit bureau any longer which they still continued to do. When I called them they told me I needed to write a letter even though it was their error which I did and it was denied of course. Inaccurate information on their website, agent after agent provides wrong or misinformation, unable to get a supervisor on the phone after repeated requests and holding for over and hour. I see lots of bad information about them a class action lawsuit is needed against them. Bad deceptive business practices.

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7:42 am EDT

LoanCare Mortgage payment for 5/01/2012

Good morning, I tried to make my payment numerous times though your website via computer and phone application, the website kept crashing down for five consecutive days. I had to call to make my mortgage payment and somehow I got charged for two payments instead of one. I'm very disappointed with your service, how do you go five days with your website crashing down and not get if fix! And why do I get charged twice for making a single payment!?

Desired outcome: Please refund my second payment

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1:31 pm EDT
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LoanCare Mortgage loan service failure

Our loan statement includes a charge of $90.17 on top of the mortgage payment, and all I want to do is ascertain where this charge came from, but Loancare makes it a virtual impossibility to get hold of anyone to find out where the charge arose.

I called and keep getting disconnected no matter what menu option I take (after being forced to listen to irrelevant recordings.

I tried to login to the webpage, but it intervened after I logged in with a two factor verification, and when I entered in the 5 digit verification code, it still wouldn't let me in.

Loancare should not be allowed to do business servicing anyone's mortgage.

Desired outcome: That Quicken cancel its contract with Loancare and find a responsive mortgage servicer.

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9:36 am EDT
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LoanCare Refund of escrow balance

My loan was paid off 3/3/21. After that date, I had an escrow balance of $1130.55. Two payments have made from my escrow account for 111.88 after the pay off occurred to "mortgage disbursement." My payment history reflects a payment was made to (borrow) myself of $906.79 on March 17, 21. But I have not received that payment. I have attempted to contact loan care through different methods. I am unable to get ahold of anyone. No one will respond to my requests for information. I want to know why payments are being made from my escrow account when it is paid off. And I want my full escrow balance refund.

Desired outcome: Full refund of escrow balance

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11:20 pm EDT

LoanCare Mortgage loan modification

Got email saying to hurry with signing the modification loan that approved and send back. We never got the documents! I have called, emailed and tried to get into my account which they locked me out of. No one will return my calls or emails and I keep getting recordings that they are backed up. I worry that they want to foreclose on my house and take my equity. How can you send an email saying you are approved but won't send documentation? I repeatedly tell them I never got them but it doesn't get resolved but they tell me my time is limited

Desired outcome: I just want the documents so we and sign the agreement

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tjnboise
Boise, US
Apr 30, 2021 2:57 am EDT

I am in the same boat. They asked if I wanted a lower rate... who wouldn't, and sent me a loan modification packet. 6 months later, they denied by modification after telling me not to make payments as they already had the loan so there was no reason I would be denied. Well, I was denied and the reason was... my loan was not 36 months old. Luckily, I had enough money to bring it current but they are still saying my loan is in loss mitigation so they can continue to manipulate. It is apparent they are actively trying to get people to default on their loans by lying so they can sell the property to buyers they already have lined up.

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5:59 pm EDT
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LoanCare Mortgage servicer

I've been having issues with MyLoancare since I've been with you all. I'm going to be filing a lawsuit against MyLoancare and they're horrible business practices. I've never seen a company operate the way MyLoancare operates. Monday I'll be talking to Lakeview file a complaint with Lakeview against myloancare and I will be talking to my lawyer. I paid my mortgage back in February they claimed they never received it then when I called Lakeview. Myloancare finally called me back after two weeks of me trying to reach a representative to tell me that they actually received my payment. And for me not to worry and my credit will not be affected and they gave me an extension to pay my March payment. By April 15th. And they will not report me to any credit bureaus so my credit will be safe. All of the sudden I have been getting calls from myloancare. Collection calls after they told me I was fine and as long as I make my March payment by April 15th. There will be no reporting to the credit bureau‘s. I tried again unsuccessfully to reach a live person at myloancare for a week straight. Still to no avail. Then I receive letters in the mail saying my loan is in default. After I was told that I will not be reported to the credit bureau‘s. After myloancare told me they will not report me to the credit bureau. And that I had until April 15 to make my March mortgage payment. I plan on going to the media and also connect with other individuals that had negative experiences with myloancare so they can join me in going to the media and exposing this deceptive practices that MyLoancare engages in . As well as I'm filing a lawsuit in court to stop all actions that myloancare will attempt to do. As well as talk with Lakeview loan servicing about this issue. You all are Deceptive unprofessional and you all have a track record of doing bad business I will do all that I can to expose you to the media and file as many lawsuits as possible in addition to doing what I need to do and bring this attention to Lakeview loan servicing.

Desired outcome: I work the situation rectified or this will be on the news and I will see them in court

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Bernadette P
Spring, US
Nov 27, 2023 4:02 pm EST
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I AM ALSO A VICTIM OF LAKEVIEW LOANCARE! I purchased my home in June 2021. Everything was fine, even had 2 surplus, in 2022 making my mortgage payments go down a bit.. on August 28th I received a letter in the mail from Loancare, stating my escrow account was negative $6466.66 because of an escrow shortage and my mortgage payments were going up 1000. 00 more a month. NO ONE at Loancare counld tell me WHY? AFTER investigating this , through phone calls, emails,etc.. I Found out that LOANCARE FAILED TO MAKE ANY PROPERTY TAXES for 2021 and 2022 UNTIL JULY 31, 2023! AND also Paid my School, Water taxes for 2021 and 2022 in JULY OF 2023. THEY REFUSE TO WAIVE ATTORNEY FEES, LATE FEES . I filed a complaint with the Texas Attorney Generals office, RESPA and CFPB. They dont CARE! I WILL ALSO BE FILING A LAWSUIT AGAINST THEM! GOOD LUCK TO ALL OF THE LOANCARE VICTIMS.. DONT LET THEM GET AWAY WITH ANYTHING. they are the most rude, unprofessional, obnoxious, people I have ever dealt with!

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Hirut
, US
Jul 11, 2021 4:22 pm EDT
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I want to be included in the lawsuit.

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Kristine Scheufele
, US
Jul 07, 2021 12:07 pm EDT

Include me in this.

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JaylaFer
, US
Mar 30, 2021 11:01 pm EDT

I, along with you plan to sue them even if I have to go it alone. They are the worst mortgage servicer!

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1:46 pm EDT
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LoanCare Mortgage

I was charged 2 months of late fees because they indicated my dec 2020 payment had not been received. My payments have always been submitted via a recurring payment option thru my bank, which they confirmed, and I provided the confirmation to loancare. Multiple phone calls and e-mails resulted in no response and then magically my dec payment was returned to my bank in feb stating that my account had been closed, never happened, which also cancelled my next scheduled payment. I provided the letter from my bank indicating the return of payment and was told I needed to provide confirmation of my banks original payment transfer. Apparently proof that they errantly returned payment was not enough. Today I received notification that my loan servicing had been transferred... How convenient!

Desired outcome: With the number of complaints out there, many far worse than my own, I hope they get their day in court

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5:23 pm EDT

LoanCare Faking address to commit fraud

Loancare has taken upon themselves to change my address and phone number on my loan, without my permission. I emailed them, tried calling multiple times, and you only get a recording, written snail mail, and 60 days later, nothing has been corrected. No one has responded to me. Someone in their company is trying to commit fraud and instead of trying to correct this, they are continuing to dance around the issue. I have no idea what they are trying to pull, but it can be only suspicious. I had my loan sold to them, so I had no idea this company was going to ruin my life!
They are a complete scam. Nobody seems to care about the little guy.

Desired outcome: Someone investigate this scam company

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7:39 pm EST

LoanCare Mortgage assistance application

I submitted my mortgage application assistance on February 4th and since then no one contacted me regarding my application, I called few time and they said someone will contact me but it never happened, it's been already one month since I submitted my application, I was waiting for them to call to discuss my options but no one did, and I checked my account online today and my application status suddenly disappeared, it's really frustrating, I was hoping to do loan modification to lower my payment since I lost my job, my name Rula Odeh loan number [protected]

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2:27 pm EST
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LoanCare They are not withdrawing my mortgage funds bi monthly and telling me I am late

1. Qicken loans sold newrez my loan 9/2020. (bi monthly payments, every other tuesday.)
2. In 1/21, I am getting calls and late notices.
3. "glitch" in their system-all my morgage went to principle-I am late becasue they won't take the next payment out until I cover the back payments.
4. I paid 1/2 my monthly amount 2/2/21-"they don't have budget payments."
5. I get a packet of foreclosure information.
6. Emailed, called multiple times-no results.
7. Called today 57 minutes on call. I need to pay 1.5 months so they can collect for march 16.
8. They can't take this months payment out because "i'm behind!" supervisor got on-disconnected-she couldn't hear me and gave me the same number to call.
9. I want my bi-monthly payment automatically dediducted with no more mistakes, late fees, or foreclosure notices.
10 the money is there, they can't seem to figure out how to do this.
11. I don't have time to teach them their business. Fix it in a very timely manner or sell my loan.

Desired outcome: I want my bi-monthly payment automatically dediducted with no more mistakes, late fees, or foreclosure notices.

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12:46 pm EST
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LoanCare Mitigation and no response

To whom it concerns,

I have been in forbearance with my mortgage company, New REz/LoanCare and now need to apply for loan mitigation but no one assists and the phones are all recordings, and the site does not answer the questions to apply.
It has been months of trying to figure out the next step with them. They direct you to thier website which I registered to sign in, but again the choices given for my situation are limited and getting a real person to talk with is next to impossible. When I do get ahold of someone the next phone number goes through the same long wait time and has not yet helped my situation
concerned of forclosure.

Walter Sharp

Desired outcome: mitigation

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11:38 am EST
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LoanCare Mortgage/mid america

Loan care used to service my loan I would call in my payments by phone And over and over and over again they would not process my payment due to this my credit score is horrible they were requested by me repeatedly to call the credit bureau and tell them it was their mistake and not mine they never did this they are all over my credit report Now Mid America located in Texas I send in my payment at the beginning of the month and numerous Numerous months they claim they didn't get a payment and they keep attaching numerous numerous late fees if I'm sending it in as soon as I get paid why aren't they getting it for 20 or more days I have written and called numerous sly and they won't correct or omit there mistakes this has caused me a tremendous amount of stress I have pre-existing health issues this is contributing to it Then I would like to add back in 2018 I lived in a federal disaster area loan Make a payment for 3 months with a didn't tell me is they expected those 3 months in February if everything burnt down around me how am I supposed to come up with money when the place of employment burnt down recently I asked mid American to suspend my loan I sent in the application and documentation and they did not do that these both company suck and have destroyed my credit score which prior to dealing with them was almost perfect help Help

Desired outcome: To eliminate the fraudulent charges that they have put on my account saying it's late when I sent it in 20 days before they claim they received it Also for loan care to listen to the report recorded phone calls and fix my credit report

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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
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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