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LoanCare Complaints 323

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M
10:41 pm EST
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LoanCare Mishandling of escrow

Re: Loan Number xxxxxxxxxx - Lapse of Insurance from 8/15/2020 to 12/31/2020

I received several letters from LOANCARE, LLC (LC) regarding a lapse of hazard insurance. The current letter dated January 18, 2021 lists the Subject as:

"Second and final notice - please provide insurance information for
113 Beth Lane
Santa Rosa Beach, FL 32459"

This letter threatens to charge me an estimated $1, 663 for LC's mishandling of my escrow account for a lapse of insurance from 15 Aug 20 to 31 Dec 20.

To recap the situation.

On or about December 31, 2020 I received a letter from LC informing me that my hazard insurance had expired on, or about, August 14, 2020. This letter stated that I would be required to go out and purchase hazard insurance on my own.

I did this immediately through the same insurance company that I had when LC purchased my loan.

I then posted this proof of insurance on the website as directed by the letter I originally received from LC notifying me that I had just gone through almost the entire hurricane season without any hazard insurance on my property.

Since I live less than one mile from the Gulf of Mexico in FL, I was terribly upset that this could have happened. Especially since I had an escrow account associated with my mortgage contract that as of my December 2, 2020 statement showed that I had a balance of $3, 978.88.

This money, by contract, was supposed to be used by my mortgage holder (currently LC) to timely (before 14 Aug 20) renew my hazard insurance with for, at that time, $3, 178.

Instead, I was forced to go out on my own and, since the policy was lapsed and time was of such great concern, I had to accept an annual premium of over $3, 600. Note that this is almost $500 more than if LC had not mishandled my escrow account and paid the required renewal fee timely.

Please note that when I posted my proof of insurance, I also posted a copy of my December 2020 statement showing that sufficient money was in my account for LC to pay my hazard insurance. This document also establishes under Explanation of Amount Due, subheading Escrow that the purpose of this escrow account was "(Taxes and Insurance).

I also posted an invoice from Federated National Insurance, which I understand was paid by LC from my escrow account on, or about 5 Jan 21.

Today, (2/18/21) I received notice that $1, 663 had been disbursed from my escrow account. I requested who it was paid to and why it was paid. this is clearly a penalty applied to me when LC was responsible for renewing my hazard insurance.

Desired outcome: LC should pay the $1,663 penalty since they were responsible for renewing my hazard insurance.

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5:50 pm EST

LoanCare Customer service or lack of it

Loan number # [protected] was paid around 01/07/2021 I have tried many times to find out the status of my deed, loancare keeps hanging up on me due to loan is paid in full. I have sold the property and trying to transfer ownership, but, can't without deed. Loancare doesn't return calls or emails

Desired outcome: get deed

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1:57 pm EST

LoanCare Refusal to give me a payoff

I have been calling and emailing loancare to get a 30 day payoff everyday for the past 3 weeks. I am consistently told it will take a couple days to receive it and when that time comes I never get anything! I also have proof of every single email request and call that has been made to loan care about my request. I have spoken to supervisor and told this would be escalated but nothing gets done! I don't understand why and how this company can with hold your own information from you. It's now been 3 weeks and I call everyday! Still nothing!

Desired outcome: Need my payoff ASAP

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7:30 pm EST
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LoanCare Late payment, credit reporting

Loan #[protected]. I received a mail notification on 11/16/20 that my account was past due for missed payment on 10/01/20. The October bill was not received until 11/16/20 due to significant mail delays. There had been no email or phone notification that the account was overdue. Upon receipt of the bill, the amount was paid in full in addition to an $86 late fee. It was at this same time that my credit had a 115 point deduction. As this is the first late payment in the 6.5 years in which the loan has been enacted, the extremely delayed mail, and no follow-up prior to reporting to the credit bureau, I request removal of this late payment from my credit report. I have attempted to contact Loancare several times through phone and through the website and after several hours on hold or attempting to navigate the system to speak to a person, there has been no resolution. I filed a credit dispute with supporting documentation of an outstanding payment history on 12/04/20 and 01/27/21 through the website and have received no follow-up communication or a status update. Please contact me as soon as possible.
-Giana Indelicato ([protected]@gmail.com)

Desired outcome: Deletion of late payment status

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8:34 am EST
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I pay my loan payment twice a month and pay two weeks ahead to ensure that I'm never behind. These payments are made automatically through my bank to ensure that I am never behind or miss a payment. This month, I received a notification that I had not paid my mortgage for the entire month of January 2021. I checked my records and see that payments have been...

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4:14 pm EST

LoanCare Mortgage, insurance coverage dept. Predatory, fraud, negligent

I received a letter stating that my insurance coverage had expired on 12/15/20 and that I needed to provide evidence of renewal or face the consequences of paying insurance through your company. Although my policy had not lapsed, and I had renewed coverage with my previous company (who has you listed as someone they share information with), I uploaded my policy on your website to comply with your request. I actually had to look up whether it was a scam letter since I knew I had full coverage and had not changed my policy in a year.

Today, I received another letter claiming that I had a lapse in coverage from 12/31/19-12/15/20 and would need to show coverage or face a charge of $2, 070.

I find this very odd that LoanCare had some insight about my current coverage renewal date (12/15), but didn't have evidence of my coverage from 12/31/19-12/15/20. How would they have known my insurance renewal date was 12/15/20, if they didn't have anything on record for me since 12/31/19.

They wouldn't. There is no way they would have that information without knowing I had coverage 12/31/19-12/15/20. This is at best negligent, if not predatory and fraudulent.

Desired outcome: I'd like an apology and 3rd party investigation into their process in validating insurance and sending out these letters. At best, they have Swiss cheese holes in their process and at worst, they are a scam company.

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11:56 am EST

LoanCare Web site

Every month since March 2020 I have had trouble getting into my account. And trying to contact someone has been nearly impossible. I think I have gotten through twice to get them to help me sign into my account. I seems my password works when I am on the phone with them. But the next month is the same problem. I am not stupid! I sign into all of my accounts every month to check on them, this is the only one I constantly have a problem with. I wish they would sell my mortgage to another company. I hate LoanCare.

Desired outcome: Get my online account straight! Quit making it so difficult for customers.

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8:10 am EST
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LoanCare Mortgage loan

I also like to join ANY class action law suit against Loan care! I have repeatedly called this company due to errors they have made on my account. They bought my loan in 2019 immediately refused my first payment to them creating a delinquency on my account. Per Them this gave them the right to immed pay my upcoming taxes not yet due and Added an escrow to my NO Escrow Closing Contract. They are Refusing to remove the escrow even though money was paid back. Refusing to correct my monthly mortgage payment back to the original price and correct my past due amount. Now they have been again refusing to accept my monthly payments for the past 4 month now demanding the full past due or no payment will be accept, This is the WORST company ever. Each time I call in and speak with a Manager they assure me they will fix it personally stating my case is under review at the highest level and sets up a time to call me back and NEVER has called. I have called 3x per week for the last 3 months and still get the runaround. How can my case still be under review at the highest level after 3 months? Are they not competent to fix their error, remove this escrow and fix my back payment history due to Their error. They are a Joke! My payment history was perfect for the past 12 years until they purchased my home loan and have had nothing but issues. My first payment to this company was returned from them causing my account immediately past due stating they never received it but they did and just returned it just like they have been doing which is what started all this mess. This company lies, cheats, and steals will do anything to get your home. Do not ever get a home loan with this company LOAN doen't Care Company.

Desired outcome: Fix my past due 12 monthly payment back to org. amount by removing escrow that should NEVER HAVE been applied, accept my monthly payments and never add escrow again

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3:58 pm EST
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LoanCare Class action lawsuit

To Whom it may concern:

I received a notice that there was a settlement reached in the class action lawsuit for Gillespie vs Loancare. I am just wondering if the payments have been issued in this matter and if not, when the payments and/or credits will be applied to the accounts.
I still have my mortgage serviced by loancare and I am waiting for the credit to be applied to the account for the late fees.

Thank you for your consideration to this matter.

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5:23 pm EST
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LoanCare Payments not disbursed

I closed on a home last September; my first mortgage payment was made successfully in November over the phone with Loancare, because it is mandated that first payments be made manually. For the December payment I worked with Loancare to set up automatic withdrawals from my bank account.

Despite receiving an email in early December stating a payment had 'successfully' been made, in the beginning of January my credit dropped by nearly 100 points because the funds (although sufficient) had not been disbursed by Loancare to my bank. I have records stating that I had sufficient funds and that Loancare attempted to withdraw funds, but utilized the wrong routing number.

At no time did they think to call or email me to resolve the situation.
They did not look back on my prior payment for reference.

Instead, when pressed on the matter they have told me that I must have given them the wrong routing number. In order to resolve this dispute, I called four times in the last few months and have been told each time that the matter is being 'escalated' and that 'the call will be reviewed'

Whenever I call to follow up on the matter (despite being told they would reach out to me) my case has been closed without any conclusive resolution.

Furthermore, after owning my home for 10 months I called my insurance company (Vermont Mutual) to remove a vehicle from from my bundled policy only to find out that Loancare had never disbursed funds for my homeowners policy. Therefore, I have never had insurance despite there being sufficient funds in escrow and despite the fact that Vermont Mutual reached out to Loancare seeking the funds on multiple occasions.

Again, no representatives from Loancare thought to call me or email me on this important matter. Now I am in the process of finding new insurance for my home and Loancare is proving to be as inept as ever at doing their jobs.

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10:03 am EST

LoanCare Credit reporting class action lawsuit

Hi. I've noticed that many people are experiencing problems with Loancare. Many concerning website being down and missing payments. I'm interested in anyone who is filing a classaction lawsuit or already a part of one I can join.

My loan was sold to them some years ago. I've never had a 30 day late payment. In October, I tried to make payments several times with no success due website failure and phone lines not working during business hours or either long hold timed., I mail a payment and guess what? Never received. No phone call at all as a courtesy to let me know it wasn't paid. Didn't find out until my credit alert notified me that it's 30 days past due.

Very upset. This has ruined my credit. I had a 748 credit score and its dropped 95 points. I called made the payment, explained the situation and even placed on autopay. Was hoping to get resolved with no success

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Hirut
, US
Jan 13, 2021 11:36 am EST
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Hi! Nicholebda
I am also similarly affected like you. I want to join the lawsuit against LoanCare LLC if any available.My credit history ruined and billed several late payments and Inspection fee. My bank even talked to them but the issue is not yet resolved.

C
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Courtney Renea
, US
Nov 20, 2020 10:52 am EST

I want to know how to stop them from calling. I just got this phone number. Every time I call it asks for my account or social security. I give it but my number isn't in the database just this number I got from my carrier.

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8:44 am EST

LoanCare Has not paid my taxes. I have plenty of money in escrow.

I called 4 times to request my taxes be paid. I have well enough money in my escrow account and keep getting the runaround when I speak to someone. My taxes that were due are now late. I am told "they are working on it". I have even had this escalated and I am getting no help. So now I am on the phone with them once again asking to please please pay my taxes and i'm being told the same story over and over again. "ma'am we have escalated your issue and someone is working on this" I then asked to speak to the people that are so called working on this and I am told that they are all the same people? Wow, I am now going to try and refi just to get away from this company. I am sure I will have to pay a fine for late taxes when it's 100% not my fault. Do not use this company please. Customer service is horrible

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11:58 am EDT
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LoanCare Loss department, insurance

Hello,

I need funds released for the restoration of my home. I lost my home in a house fire. All funds paid out by my home insurance company (State Farm) was submitted to Loan Care as required. I have made multiple requests for a funds released approved for over a month. I have submitted letters, contractor documentation, had the home inspected etc. I have done all required of me. Yet EVERY time I call for an update on the funds release status, I am told that "corporate" must approve the release of funds and then I am asked to submit yet something else. Two weeks ago I was told that Loan Care was unaware that my home was a complete loss. I notified LoanCare of this in January 2019. This is inexcusable. I have done everything required of me for this release. My builder has stopped building because they want payment. Additionally, State Farm has since stopped paying the rent on my alternative living, stating that t he construction should have been completed by now. Loan Care is the hold up and I can't get anyone to help me. I just get routed through the automated phone service and then when I do get to speak to a live person, the call drops. This has happened 6 times. I have been displaced for almost 2 years and Loancare is making it worse. Please have someone who can actually help me call me or who is involved in approving the release. [protected]

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3:27 pm EDT
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LoanCare Accounting department

I have been trying and leaving messages for over a week as there is an auto with drawl on my account from Loan care.

I was able to call my bank and see who authorized the ACH but when I call the number associated I get only a voicemail with no return call.

I need to speak with a live person otherwise I would assume this is fraud.

I have emailed my request with no response as well

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10:45 am EDT

LoanCare Mortgage servicing

Loancare has lost 2 of my mortgage payments which were electronically transferred from my bank. it has been well over 2 months and they are still working on it. I speak with a different escalation specialist each time I call. My banker has tried to intervene but he gets nowhere. Each time I call I am given a different explanation. I am often told they will call back but do not. In the meantime my credit rating has dropped 300 pets and they have my money.
lou ann erikson

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Hirut
, US
Jan 13, 2021 11:52 am EST
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Hi! Lou Ann Erikson,
similar thing happened to me too; Loancare said they lost my 2 mortgage payments. They reported to credit office and billed me for several late payment fees and other fees. we need to make lawsuit against them. My bank also proofed to them they received the money but they deny it.

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10:37 am EDT

LoanCare Mortgage payments and requested deferment

When I lost my job and got I'll back in January 2020 I had waited to start my social security benefits. I have been receiving now monthly but much less income than when I worked full time.. my husband also gets his monthly social security benefits. We are on a much harder budget during these times as when we did hear we could request a forbearance and request the payment to be deferred to the end term of our mortgage loan! So I only took one month in June and then repeatedly told them in writing and emails that we were caught up and ending the forbearance and continuing payments from time of expiration. We immediately began monthly payment for July, Aug, Sept and now for October. I have emailed several times as to why they have not replied to my emails to simply confirm that one missed monthly payment for June Would Be deferred! I have called and sat on hold for hours and cannot get through to ANYONE! This company is a totally unorganized and lack of customer service and not getting any answers! NOW, they sent me a letter stating " the September pymt was NOT received and showing a late fee of $23.52 as well as threatening us it would effect our credit report! I am totally stressed and ANGRY! As I have proof in my checking acct. that the check was indeed cashed and immediately I copied and pasted the check from my acct and attached it to the email that loan care gave me! I I let them know how disgusted and angry that their company is trying to mess our account history up! This is causing me such duress as they have STILL NOT replied to this email! Or any of my emails!
I am trying to refinance and get my loan away from this horrific company and the lender stated when he pulled our credit report it shows that LOANCARE has us in deferment /forbearance until November!? I cannot refinance if I am still in forbearance! This is not true! We sent them IN WRITING AND VIA EMAIL SEVERAL TIMES since we began continued payments in JULY that we were ENDING our forbearance! They are destroying our life! I need to contact a lawyer to file a lawsuit for their complete negligence and destruction of a persons finances and credit history! And LIES of stating we are in a forbearance until November as well as lying that September payment was NOT received! We have all cancelled and paid checks for proof since we started our normal payments SINCE JULY! We NEED HELP TO GET THESE [censored] to make this right ! And IMMEDIATELY!
Thank you
Rick and Janet Weltzin

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1:36 pm EDT

LoanCare No customer service available / incorrect escrow impound account

Company: Loan Care/New Rez
Notices of Error/Information Requests
Attn: Office of the customer
P.O. Box 8068
Virginia Beach, VA 23450

For the last 12 months I have been trying to simply contact a live person to resolve a escrow impound account error. I have not been able to make contact with anyone at loan care. I have written and sent loan care various letters explaining the error to no avail. I keep getting inacurate billing statements and cannot get it corrected. I have called 100 different times to loan care at [protected], [protected], [protected] and only get a recording that you are having high phone volumns and try my call later.
Sick and tired of it and if it continues then I will seek legal counsel to correct it by suing loan care. PROBLEM: On May 24, 2020 I sent loan care a escrow shortage payment of $ 354.98 due to loan care sending me a annual escrow account disclosure statement. The check I mailed loan care is check number1367. On the check I wrote for "escrow only". This amount was NOT applied to my escrow impound account shortage, loan care applied a partial of my payment to Principal Curtailment on July 1, 2020, NOT TO THE ESCROW SHORTAGE. Where the $29.58 difference went I do not know and want an explaination? After I made the shortage payment my next monthly billing statement showed that if I paid the escrow impound shortage my new monthly payment would be $703.84. Because loan care has not applied my payment correctly, my loan care billing is showing $ 733.42 which is incorrect. If this cannot be corrected in a timely manner then loan care is instructed to refund my $ 354.98 payment to principal and cancel my impound account also refunding me all funds in the account. I will allow 30 days from this date to correct, if not then loan care is instructed to cancel my impound account. I will pay my own taxes and insurance.
David Moore
[protected] Cell [protected]@yahoo.com Email
Loan Number: [protected]
October 1, 2020

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6:22 pm EDT

LoanCare False reporting $ amount to the 3 credit t bureaus in correctly

I checked my 3 credit bureau reports over the weekend and found out that loan care has not been reporting my full payment of $ 551.38 my regular payment is $ 446.16 but I have been paying extra $ 105.22 extra toward the principle! They should be reporting my full payment of $ 551.38! So am I wrong for thinking that every dollar amount so be reported to the credit bureaus? Thank you

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5:24 am EDT
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LoanCare Mortgage

My Mortgage was sent into default because I was 1 month late of payment, I sent 2 payments the following month as I have done many times when I was unable to pay full amount, my check was rejected and sent back to me by loancare. This caused according to their records my loan to be 5 month late and sent to attorney for foreclosure. However, I have record that I was suppose to pay for the year est. 12, 000 and my bank shows I paid est. 16, 000 for the year. My payment history with Loancare is a absolute mess of data entries being corrected numerous times by corporate. My statements show that in March I was current on my loan then then next month it shows I'm 2 payments behind. Then I get a statement as scheduled for 1st each month then I suddenly got 15 days later another statement saying I owe more.
I had to pay 10, 000 up front to keep my permanent residence to their attorney who couldn't tell me a reason why I had to pay 1200 in less than 24hr period for fees when their form specifically said pay this amount by this date which I have certified mail to validate the amount and date was valid yet I was charged another [censored] 1200 for fees that couldn't be sent to me showing what for. Oh and backtrack underoath LoaneCare stated that I was served my law suit papers to a male who resides with me because I wasn't home to reviece my court order. FALSE CLAIM no one was home at the time, the male description dont match the only male who lives here, and my law suit papers rolled up in a rubber band placed under handle of my front door which was not sealed to protect my HIPPA rights exposing my personal information.
From the time I was notified of default to time I was sued and in foreclosure proceedings was less than 31 days.

Currently I am now under a loss mitigation trial and said to may a less amount for 4 payments and when I speak on phone I'm told my loan is current. Yet my statements again show I'm 2 months behind and in default, plus that I'm suppose to pay full amount verses my loss mitigation FHA trial.

CROOKS, THEIR RECORDS SAY ONE THING WHICH IS IN THEIR FAVOR AND IM GIVEN OBLIGATIONS ON RECORD THAT ARE DIFFERENT AND NOT POSTED ON MY ACCOUNT TO SHOW ACCURATE HISTORY.

BY THE WAY, THEY HAVE PREMEDITATED YOUR FAILURE TO CALCULATE EVIDENCE THAT MAKES IT APPEAR YOU WERE AT FAULT YET BANK RECORDS AND AMOUNT DONT ADD UP IF YOU EXAMINE EVERY DOCUMENT SIDE BY SIDE.

CRIMINALS WHO JUST WANT TO MAKE MONEY OFF MY HOME AND ROB ME OF ALL MONEY SO IM LEFT HOMELESS WITH 3 LARGE DOGS 1 SMALL DOG AND 1 CAT THAT ARENT ACCEPTED IN ANY SHLETER OR RENTAL UNIT WITH ME.

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3:48 pm EDT
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LoanCare Horrific customer service

We refinanced our primary home's mortgage and loancare now have it. Our closing papers included one titled "your first payment" which had instructions and an account number. I called to make sure it was correct. I was hung up on3 times before I could get through the entire menu, then I was promised a one minute hold time which was actually 23 minutes. The cs rep hung up on me (accidentally) so that makes 4 hang ups. I called again and was told that the accct number I had was incorrect (he laughed at me because apparently it was the incorrect number of digits as if i'd know that). He gave me the "correct" acct number and told me the address was also incorrect so that if I had not called, I would have sent it with the wrong account number and to the wrong address. So I set up auto payments through my bank, to the address he gave me, with the account number he gave me. I then received a paper bill with a different account number, so I called again. Another awful experience going through the menu, andi was told that I had the wrong account number and that my payment would be lost and I would have to make another payment by 9/1 to not be in default. My mortgage is close to $4000, so that's not a small thing. He did not help me, he told me no one else could help me, that it was probably going to be lost and eventually returned but he wasn't sure — someone may credit it to the wrong person, etc. So I have a huge problem that I did not cause because they are incompetent, unprofessional, and completely apathetic about customer service. I spent a total of 3 1/2 hours dealing with this and got no satisfaction or even acknowledgment that they had made multiple errors (I had received four account numbers and had to guess which was correct, I guess).

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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?

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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.
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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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