Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: myloancare.com is experiencing issues and this is not the first time. You can't reach them via phone or email and their website is not working.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07450
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: Escrow, taxes, or insurance
Consumer Complaint: I have my Mortgage through XXXX XXXX XXXX. I called them the early part of XXXX when I received a letter about mt Escrow shortage. They explained to me that I will have to call my old insurance company myself to request the money back that my mortgage company paid when I had found another home owner insurance company. However, I called and requested the money back from me mortgage company that had paid them from my escrow account. I have now been calling them since Saturday XX/XX/2023 until current today XX/XX/2023 to put money back into my account to get my payments back low. The website was down all this time, the call center was closed and a recording stated the no one can access your loan information at this time due to a system outage please try again later. Noone from this company sent out any notification to the customers and they just left everyone in limbo. I finally received and email today stating the website is back up and running. I tried to call again today and no one is still answering the phones they keep hanging up like it's after normal business hours. This is not professional at all when it comes to someones home and not knowing what's going on and can't talk to anyone from a big financial company as XXXX Loancare suppose to be. I'm not sure how and when I can speak with someone to get my issue resolved and taken care of. I have no other choices because it feels like my mortgage company shut down with no other options made available to there clients. Someone needs to address this and someone needs to be held accountable for some nonsense like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60619
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Subject : Urgent Complaint Against LoanCare for Negligence and Inadequate Response to Data Breach Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against LoanCare, a subsidiary of XXXX XXXX XXXX ( XXXX ), due to their mishandling of a recent data breach and subsequent failure in customer service and communication. Incident Overview : On Tuesday, XX/XX/2023, I attempted to make my mortgage payment before the due date. I found LoanCare 's website to be non-functional, with no communication or notification provided regarding the service disruption. Additionally, efforts to reach customer service via phone were unsuccessful, met only with automated messages and no option to speak with a representative. Discovering the Data Breach : It was through independent internet research that I became aware of a cybersecurity incident involving XXXX XXXX XXXX. XXXX reported that XXXX, one of the largest real estate services companies in the U.S., experienced a cyberattack affecting its subsidiaries and customers, causing widespread confusion and uncertainty. Despite this public disclosure, LoanCare failed to communicate any information about the incident to its customers, including the potential risks to our personal and financial data. Continued Service Failures : On a subsequent date, LoanCare notified customers that the payment system was back online, requesting that we re-enter our banking information. This request, in the context of a potential data breach, seemed extremely risky and inappropriate. Repeated attempts to make a payment over the phone were again met with no live support, only automated messages and abrupt disconnections. Additionally, please reference this link which demonstrates LoanCare has been down for many people still ( including myself ) despite them indicating last night on XX/XX/2023 that the website was back up and running : XXXX XXXX XXXX Impact and Concerns : The lack of transparency and customer support from LoanCare in the wake of a serious data breach is alarming. My primary concern is the security of my personal and financial information, as well as the potential negative impact on my credit due to inability to make timely mortgage payments despite my repeated efforts. The lack of a clear response or guidance from LoanCare has left me and undoubtedly many others in a precarious and vulnerable position. References and Reporting : XXXX has extensively reported on the XXXX data breach, revealing the scale of the incident and the lack of effective response from the company and its subsidiaries. This information, alongside my personal experience, paints a worrying picture of LoanCare 's negligence and insufficient customer service protocols. I urgently request that the Consumer Financial Protection Bureau investigates this matter thoroughly. It is critical that companies like XXXX ( and its subsidiary, LoanCare ) are held accountable for their actions, especially in incidents involving sensitive customer data and financial transactions. Thank you for your attention to this serious matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
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 am with LoanCare for my mortgage and it is stated they have been hacked. Their had not been any communication about this to their customer. Their website hasnt worked since the XX/XX/XXXX or earlier. There is no way to communicate with customer service. I have been trying to make a payment and havent been successful. Today XXXX the website is back up and you have to enter your bank account information again. The website is not accepting the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78634
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The mortgage company who I currently pay was recently hacked. I learned about my mortgage company being hacked through the news, and not by the mortgage company. The mortgage company has yet to inform me about the cyber hack to this day. When I tried making my payment online, I was unable to. The page is currently down. When I tried calling, I was unable to reach a customer service agent. I contacted via phone during their hours of operation. No matter what options I choose, I could not speak to a representative of the mortgage company. I cant make my mortgage payment and fear that it will impact my credit score and worse, my home can be repossessed. This is no fault of my own but of the mortgage company which is solely responsible for the cyber hack. With as much money as mortgage companies, make, they have to do the best job of keeping my information secure. This has made me very angry and I wish I could have paid my house off sooner so I dont have to deal with grimy mortgage companies like the one that has my house on XXXX XXXX which is Loancare. More like loandoesntcare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Their website has been down for a week or so and I need to change the extra principal amount to be paid on my autopay loan tomorrow XX/XX/XXXX as I could not work this month being sick. When I call, the machine states they are already closed, or I get put on hold for over 45 min
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Spent two days and about 3 hours trying to pay XXXX mortgage payment to Loancare. Attempted to access online web page only to get 505 error. Waited overnight and attempted to access to make payment still no access. Called and it didn't recognize my SS # which had previously. Was able to use SS # of wife which is odd. But still not able to pay nor access account. Transferring call to customer service and they wouldn't answer and call would disconnect and happened 6 times over an hour. Finally late in day decided to search XXXX and found group Loancare issues and was able to read over 800 members with issues similar and finally 1 post about a data breach/ransomware that occurred middle of XXXX. Point 1 - why were customers not immediately notified? Point 2 - led to believe the webpage updated I added banking information ( which I would not have had I known of breach ) This company owes each customer a grace period and no interest on the balance until the issue is resolved and account protections against loss of personal data.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48111
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: In short I went to pay my mortgage on the XXXX of XX/XX/ and was not able to make payment because the website was not working. I thought nothing of it as it said try back later. A few days later I tried again and got same message. At this point I called on the XXXX and talked to an agent telling me the that XXXX XXXX XXXX was cyber attacked and it affected LoancareXXXX XXXX mortgage XXXX I was shocked because there was absolutely no communication with us as consumers. I had to go find facebook groups and reddit to actually get information on the issue. We did not receive and email, phone call or letter explaining the situation. As the XXXX of the month of XXXX approached many people started to panic as to if they should make a payment to a new website were they were asking us to give our banking information. Many people obviously were very hesitant because once again we got no communication. We were informed there will be no late fees or credit reporting during this time, but again this was only by word of mouth from other customers as we could not get through to talk with anyone on the phones as many of us were hung up on every time we called. We have no idea if our identities or banking info or anything else that goes along with this has been compromised. We as customers deserve to know what was going on and the way this situation has been handled is absolutely awful. We still at this time XX/XX/ are left out in the dark with what is actually happening. Most of us are just hoping our payments were accepted and some are just waiting in out in hopes it will get fixed and they won't be held accountable for not paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been attempting to pay my mortgage since XX/XX/XXXX. My loan is with Loancare/XXXX XXXX XXXX After being unable to log into their website for over a week, I finally googled, and learned thru other avenues that there had been a cyber security attack with Loancare. I was never notified of this by the lender, I learned it via XXXX. I have been daily trying to log in to make the payment, and the website is still down. I have called Loancare, and there is only a recording that says " agents do not have access to your account right now ''. There is no option to make the payment. If I had been notified timely by the mortgage company, I could have mailed the payment in time. At this point. I will be unable to make my XXXX payment, as tomorrow is XX/XX/XXXX, and there is still no update on the cyber hack. I do not want to be reported negatively as being 30 days behind, as this is not something I could have prevented. I feel the company was negligent in not calling or emailing mortgagors. I'm also concerned that there is a class action lawsuit against them from XXXX of XXXX, and that they are not taking the necessary precautions to prevent this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46074
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have tried to login to MyLoanCare account for over a week now to make my mortgage payment.Finally saw the message that the company is having security issue and that no delinquency fees will be charged and will not notify late payment to the credit bureau. Will let us know when the site will be back again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A