Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Loan servicing company, Loan Care on behalf of XXXX XXXX Bank, has experienced a cyber security attack and did not contact me to address the issue, still haven't. The only way we can make payment is via mailed check and the last time I did that, it took XXXX for them to post payment which resulted in me having to make XXXX mortgage payments in 1 month to avoid default. There are thousands of people affected this at the moment and we have no options to make our mortgage payments. No one with Loan Care will answer the phone and the banks it services can not help either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
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: Ive been trying to pay my mortgage online and by phone, which is due XX/XX/XXXX. The loan servicer experienced a cyber security incident, which I found out about through XXXX and a XXXX article. The servicers toll free number has a message indicating their agents have no access to accounts, and there is no option to make a payment. Their website is inaccessible. At this time, the loan servicer has not sent any communication regarding this incident or when it will be resolved, and has not provided an alternate way to make payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30008
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 originally had a loan being serviced with XXXX. My loan was sold to XXXX XXXX and the servicing is being done by LoanCare ( XX/XX/XXXX ). I have attempted to contact LoanCare so that I know where to send my payment, due on XXXX XXXX. It has been a couple of weeks and still no information. I can not get through on the phone, online, OR via email. After reviewing all the complaints re : this company on multiple sites, including XXXX, I want to payoff the loan in full because I think it's only going to be misery going forward. This wasn't what I had planned to do, but no other option really. I would appreciate you contacting the company on my behalf.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
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: On XX/XX/XXXX I attempted to log into my mortgage service account to make a payment. The site was down and did not respond. I called Customer Service and they could not take a payment and could not provide any additional information. Since that time I've tried every day and the system remains down. Customer Service also can not help since they need the system to record a payment, Researching on the Internet I found that on XX/XX/XXXX XXXX XXXX XXXX suffered a security breach and ransomware attack. XXXX XXXX XXXX is the parent company of my loan servicing company LoanCare. LoanCare services the mortgages of XXXX, my mortgage company. Neither XXXX nor LoanCare has contacted me regarding the incident therefore I have no further information. This week the company posted a message on their web site indicating that systems are down, no credit bureau reporting will be done as a result and no late fees will be charged. As of now there has been no direct communication to me. My concern is Identity Theft and Credit Bureau reporting in spite of what the company has posted on their web site.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX Loan Servicing and its companies- Loancare have been hacked. They have taken the entire website down, closed the call center, and have effectively went dark by not providing any information to its customers who they provide mortgage services too. To my knowledge the website and ability to access my loan has been approximately XXXXweeks ( XXXX to XXXX ). I am unable to schedule a XXXX payment or review any information about my loan. They have not made any effort to contact their clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
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 make mortgage payment with Loancare servicing for several days and not able to do so due to massive breach in the system. I have not been updated and still waiting update to make payment and make sure mortgage is not late and current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I'm trying to pay my payment and the website is down and customer service can not access loan information at the moment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48340
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: After XXXX weeks of being unsuccessful with trying to pay my mortgage through the online portal, I discovered through XXXX that there has been a security breach with the loan company/XXXX XXXX XXXX There has been absolutely no communication from Loancare informing borrowers of this breach, updates, or information on how to move forward to how to actually pay your monthly loan payment. My several attempts to communicate with Loancare have been met with automated messages or being placed on hold until no one picks up your call after an hour. I don't know how my personal info could be at risk, how I can move forward to paying my mortgage, or if I will be penalized for a late payment with fees or if my credit will take a hit. I have never missed a payment throughout this lending process. Loancare has not communicated with their borrowers and this is very upsetting to learn about through XXXX, not directly from them. https : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
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 trying to make my XX/XX/XXXX mortgage payment for weeks and this company has been impossible to get a hold of. I'm under a XXXX XXXX bankruptcy so Loancare LLC took away all access to their online portal and online payments so I have to call in each month to make my payment but they're making this impossible. Also due to bankruptcy, they no longer send me any account statements. I have no information for my loan. On XX/XX/XXXX, I called them 3 times and received a recording stating " if your receiving this message during normal business hours we're sorry '' and then the line disconnected. This same thing happened again on XXXX XXXX too. On XXXX XXXX I called and was greeted with a recording stating they are " experiencing a security event and are unable to take calls '' and then again, the line disconnected. XX/XX/XXXX, still trying to make this payment, I call in again and am greeted with another recording saying that agents do not have access to any loan information at this time. I waited for 20 minutes to talk to somebody before I couldn't wait anymore. This is ridiculous and impossible. I'm just trying to make my payment before its 30 days past due but this company is not giving me any chance to do so. No information about this security event is available as their entire client facing website has been down to even try and get information from. As a consumer I deserve to know what this security event was as it clearly is impacting me. Is my identity safety at risk? I also deserve a REASONABLE way to make my payment. I will not wait on hold for hours especially when they don't even have access to any loan information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Ever since my loan was transferred to Loancare , LLC ( Myloancare.com ) I have had nothing but trouble. I find it appalling that I have no choice over the company who resides over my mortgage, especially when my personal information is put at risk. The first mistake this mortgage company made was send bad web links in emails detailing the transfer of my services. I had to call customer support to get the correct web address to register online. The second issue I have is that they have not bothered to pay my tax bill for this year which was due on XX/XX/2023. I pay a considerable amount in escrow so they can make those payments on my behalf, and they didn't bother to pay my bill on time. The third issue is that now a cyber-attack has rendered my account unusable for over a week and counting. I can't even get them to pay my over-due tax bill and I can't pay my mortgage because the accounts have been frozen due to the attack. They never even sent out a notification that the attack occurred and have not updated anyone on their plans to protect our data. They have completely left us in the dark about the cyber-attack. I called customer support, and they couldn't tell me anything except that they are working on fixing the issue. They couldn't provide any information regarding whether my bank information is safe or not. This service provider doesn't deserve anyone 's business and I wish I could switch back to my old loan service with 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: 27615
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A