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: Myloancare.com has been affected by a cyber security issue and has not been running for a month. Everyones loan is going to be late/ extended because they are refusing payments and advised not to mail checks. No official words sent by company on how they are going to handle late fees/credit bureas etc. Please help us. We shouldnt be punished because of theyre refusal to acccept payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48170
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: Have been trying to access my loan information but the site has been since XX/XX/! Due to an emergency replacement of our HVAC, I want to request a one-month forbearance. Website is down, mobile app is down. Calls are answered with, " We are sorry but our agents are unable to access your loan information at this time. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
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: Payment process
Consumer Complaint: I've trying to pay my mortgage online as ( I have for years on time ) for the last week and the loan servicers website is down and has been for several days. After doing some online research, it is apparent that the loan servicing company has been hacked into. That's a whole nother issue involving the potential for my sensitive information being stolen. My immediate issue is that I can not pay my mortgage on time if their website doesn't come back online before the XXXX of XXXX. I have never missed or been late on a payment and am concerned that my credit score would take a hit and show as a late payment 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: WA
Zip: 98074
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: On XX/XX/XXXX I was unable to log into their online payment system to pay my mortgage. I have attempted login daily since then with no success. Today being XX/XX/XXXX. When calling on XX/XX/XXXX I called to inquire and the automated system said " Our systems are down ''. When investigating I am now getting a message that there's been a cybersecurity breach and they are " hopefully '' back up by Friday. There has been no communication from them that I have received and am otherwise unable to pay them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85224
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: Payment process
Consumer Complaint: I have been attempting to access my Loancare account since XX/XX/XXXX. I have not been able to login, just get a blank screen. There is no information on the website. I received no email communication. I have not been able to get responses by phone or email. The one time I got through on phone, I was told it was only a " technical issue '' and would be resolved by the next day ( XX/XX/XXXX ). That has not happened. They were not able to give me any information on late fees being incurred or late payments being reported. I was only able to find information about the security breech from the media. This was never communicated to me by Loancare themselves.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I am writing to express my deep concern regarding the current state of affairs with my mortgage provider, XXXXLoanCare LLC . The complete unavailability of their websites has prompted me to investigate the matter, and my findings indicate a potential cyberattack on the systems of XXXX XXXX XXXX ( XXXX ), resulting in service disruptions since the previous week. My attempts to seek clarification and reassurance by contacting their customer service at XXXX have been unsuccessful. Despite persistent efforts, I have been unable to connect with a genuine customer service representative, with my calls abruptly terminated. Given the gravity of the situation, I am profoundly worried about the security of my account information, including linked bank accounts, Social Security Number, and credit information. In light of these concerns, I am formally requesting XXXXLoanCare LLC to provide me with a comprehensive incident report detailing the specifics of the cyberattack and outlining the company 's response to this critical incident. Furthermore, I seek explicit information on the measures the company is implementing to safeguard the privacy and integrity of my personal information in the aftermath of this security breach. I believe it is imperative for the company to be transparent about the actions taken to rectify the situation and reinforce security measures. In addition to these requests for information and reassurance, I find it necessary to formally request compensation for the disruptions and potential risks incurred as a result of this security breach. The inaccessibility of the company 's website and the inability to establish communication with customer service have not only caused considerable stress but have also raised serious concerns about the safety of my financial and personal data. Considering the serious nature of this incident and the potential impact on my financial well-being, I expect XXXXLoanCare LLC to address this matter promptly and provide fair and appropriate compensation to mitigate any adverse effects experienced by affected customers. I anticipate your prompt attention to these pressing concerns and a thorough and satisfactory resolution to this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43227
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: Payment process
Consumer Complaint: Fore recent XXXX weeks, I could not access myloancare website ( this is my mortgage company, I am homeowner ). Their customer service can not ve reachable ; and they did not provide any email saying their website is down or any instruction regarding website down. Morgage due date is XXXX, which is few days later. I would like to pay my mortgage monthly payment, but there is no way I make payment since myloancare website is down for few weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/XXXX Loancare LLC XXXX was hacked by unknown authors. I was not able to make mortgage payments and they are now trying to charge late fees. My personal information was compromised, and they never sent me a letter or correspondence to inform me of the incident. Loancare LLC has been sued multiple times over their history for the same reason unable to protected consumers date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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 tried for the last couple of weeks to call and make payment via the automated system like I always do. I noticed that even the usual automated voice greeting was not the same and the automated voice claimed that they did not have any of my information. ( Usually am identified by my phone number ) I was immediately suspicious but the System had the option of holding for customer service rep. I held for over an hour and gave up. I've attempted to do the same for over 2 weeks and decided to XXXX if Loancare were having issues. Information available on internet says Loancare had security breach and class action Law suit. Whatever the issue they have, priority should be their communication with their customers. So right now, there's no communication from Loancare and no way if we are even calling a secure line in view of the security breach. This is unacceptable and stressful because we don't know if they are going to turn around and charge late fees or issue foreclosure notices for unpaid accounts. Tomorrow is the last day of XXXX and still no email or letter communicating on the issue or directing how I need to proceed with payments This is UNACCEPTABLE and SEC needs to take over this process and resolve it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98003
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have not been able to access loancare 's website for close to two weeks now. Their phone lines are also down. I'm unable to access my account or make a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06614
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A