Date Received: 2023-12-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Loancares parent company XXXX had a cybersecurity breach sometime in XXXX. Loancare then shutdown everything their whole system - phones, email and website so we had XXXX form of communication. Weve still have received no information from them after over a week. We are unable to make payments, but they are sending us late notices. They have sent an email stating they were back up and running and to go make payments. However, the website still doesnt load we get a XXXX error each time we try to access it. Phone lines go nowhere. This is extremely unprofessional. They stated no late fees due to this however they ARE giving late fees. This company is looking out for its own interests and not working with us consumers at all. We do not know what of our personal information has been affected because they wont tell us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99336
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Loan care mortgage XXXX I just open a loan in XXXX end of started XX/XX/XXXX so first thing I call in XX/XX/XXXX to make a payment for XXXX in which I did they assured me they would take out a auto pay for XX/XX/XXXX XXXX aa in I pay XXXX XX/XX/XXXX and pay XXXX by the XXXX so they took XXXX plus XXXX. Well they told me the couldn't give me money back atleast 2 weeks. So my bank stop pymnt to get reversed so for XXXX payment they was to take XXXX and to monthly they put it on interest. So I spoke to the company XX/XX/XXXX they said they would take XXXX put in for paymnt and I paid them XXXX that day so XXXX I had paid and I said will pay the next week. Well I cant anybody on the phone since XX/XX/XXXX. I been calling everyday they say they're system down. I can't get anyone to talk to me I checked the website they got everything everything wrong so I can't reach nobody by email so what can I do. I have no way to make a payment now for over 2 weeks but they are going say I am late. I don't know what to do. There phone not working there website down. This is soo upsetting. CAN YOU FIND OUT WHAT IS GOING ON PLEASE HAVE THEM CONTACT ME TO PAY AND DONT REFLECT MY CREDIT REPORT
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Myloancare support has been non-existent. I haven't even made my first payment on my loan yet and the company 's website is down, nobody answers the phone. Literally zero information provided. There are reports the company was hacked, but I have not received a shred of information on what has been compromised and what to do regarding payments. This is how the banking system in this country is allowed to operate. Zero accountability with the public left XXXX in the wind. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Over the past week, customers of Loancare have been unable to access their accounts and make payments due to a recent cyber attack. The servicer failed to notify customers of this breach and instead just shut the site down without warning. My current payment is now due today and even though their site is " back up '' ... my current monthly payment won't submit. Unable to get them to answer the phone when calling customer service and it doesn't even give the option to be placed on hold. The servicer also removed the ability to pay ahead on Principal and Escrow amounts from their site. How can we hold this servicer liable for failure to notify their customers of a security breach in a timely manner, so we can take the appropriate steps to secure our identities and credit? I, as well as many others, had to learn of the data breach from XXXX of all places. This servicer is very unprofessional and needs to be held accountable for their actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: first of all, I was never informed from XXXX subserviced by LoanCare that they have a data breech where they shut down their phones and online accounts. so, when trying to make a payment for my mortgage on XX/XX/23 I could not. I called customer service and got nothing. Called again XX/XX/23 for a rep to answer the phone and was not helpful all she told me was I don't have any information. when I asked her about late fees, she said she didn't know. Finally got an email from LoanCare saying that their back online so I tried making a payment online inputted my checking account number and hit submit for it to say unable to process payment so I hit exit and called and made a payment over the phone got my conformation number. an hour later I get an email saying thank you for your payment of {$2000.00} which I was like good it went through but only to get a second email saying thank you for your payment {$2000.00} now I'm freaking out because if they try to take-out two-house payment my account will be overdrawn. my first payment will go through but no the second one and I hate for that to happen because I'm NEVER overdrawn or late for a payment. So, I called My bank which the funds come out of XXXX XXXX they said they don't see anything yet but takes about 24-48 hours to process they said to contact LoanCare let them know of the situation they should be able to reverse or stop payment. She said if I don't hear from them to call back XXXX XXXX, they will try to submit a disclaimer. I called LoanCare today XX/XX/23 at XXXX was on hold for XXXX min for the rep to tell me that she'd need to transfer me to a supervisor so in that process she hung up on me this is VERY frustrating!!!!!! I've been trying to call and get a live person but all I get is, if you're calling during normal business hours sorry for the inconvenience if you're calling after business hours, please call back tomorrow during normal business hours and hangs up not option for waiting just hangs up. I'm stuck I don't know what else to do this is just not right how they can run a worldwide business like this and get away with this?? Please just some call me back I need answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99301
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Mortgage company is not answering phones. Problem making payments. Website unavailable. I am hearing that the site was hacked. But no formal statement from the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 611XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: As of early to mid XXXXXXXX XXXX, Loancare , LLC, has been down. The parent company, XXXX XXXX XXXX, shut everything down after a cyber attack. They still have not got it up and working. We can not access our mortgage accounts to make payments ( I've never been late ). Absolutely, No Communication from Loancare about this serious situation. We learned through message boards and forums. ** My financial data is now compromised. ** My payment, well, who knows when the Site will be up, so more than likely it will be considered late and my credit might take a hit through no fault of my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70454
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The XXXX Loan Care website has been consistently down for over a week. The app does not work either. I have screenshots as proof. Because of this, I am not able to make my mortgage payment and I find it unacceptable and will be challenging Loan Care legally if late payment is reported to credit bureaus. I tried calling and was disconnected several times. I was able to make a payment on the phone, but the website does not reflect this nor did I receive a confirmation email. Now I am worried that the website and mortgage provider has been hacked. My payment was due on XX/XX/2023 and I have been trying over and over to pay it all month especially the last week with no luck. I can not connect with a representative at LoanCare as when I select this option, the call auto disconnects. The website is full of errors and messages that say " oops something went wrong '' or " error try again later ''. I literally can not make my payment and I am now approaching 30 days late. This isn't fair and certainly should be illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/XXXX a payment in the amount of {$1100.00} was paid to LoanCare via bill pay through the XXXX banking app, this is a past due payment for XXXX. The payment was applied to our mortgage account however the payment changed, without my knowledge, and the full amount was XXXX cents short. Once I realized it on XX/XX/XXXX I paid {$1.00} to LoanCare via bill pay through the XXXX banking app. Since then I've gotten letters stating I owe three months worth of payments and I will be in default if not paid by XX/XX/. I've spoken with customer service representatives on XX/XX/XXXX and at that time nothing was mentioned about the possibility of default but I was told if I made at least one payment I would be in better standing. I've now tried numerous times to contact their call center and can not, they have no email option and I've attempted to use their contact us option on their website but I get a response back stating they can not find the payment I made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been trying to submit a payment to my Mortgage Services for {$810.00}. The first payment I tried to submit was on XX/XX/2023, and then attempted to make another on XX/XX/2023. I was unable to login, or contact them and verify my account. The Mortgage Servicer Company is LoanCare , LLC located in XXXX XXXXXXXX, customer care number : XXXX. They event sent me an email last night stated " Your online account is up and running. Access loan information, support options, and make payments today by visiting https : //lakeviewloanservicing.myloancare.com. As part of resuming our online services, we have made enhancements to the website. You will notice the following improvements : Updated user experience Expanded tools and features Secure statement storage Special Note : You will need to set up your preferred bank account the first time you make a payment through the enhanced website. Reminder, if you have been unable to timely make your payment due to the system outage, no late fees or negative credit reporting will be incurred. '' I just want to make sure they honor this Reminder statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A