Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The company ( MyLoan Care ) has been hacked for a week now. There has not been any sort of communication to any members about such issue and that our sensitive information has been compromised. We could have hold off our ACH payment to lessen the issue until they got the issue resolved. I have been approved for a repayment plan and will just need to sign and mail the agreement page. However, I tried to call twice this morning and I got on a call with a member to verify if there are any other documents I need to submit and what is the mailing address since the instructions mentioned envelop enclosed but there is nothing there. They also only took out my payment today when it should have been taken out XX/XX/XXXX. However, now that I found out that they have been hacked I am so worried that my bank information has been compromised and SSN. I have mentioned to the member service that my inquiry might be time sensitive and if there's going to be any grace preriod provided by them since this is not our fault. They don't have any answer except they don't have information right now. According to her, she will be escalating my call or inquiry to her supervisor. They don't know when the website will be available again. I want to make sure I will be mailing my documents to the right address and submitting all documents needed so I don't go to into foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023 I caught the mistake Loancare XXXX XXXX made. They purchased a XXXX XXXX on my behalf even though I provided them my current insurance policy through my HOA. They disregarded this information and purchased a XXXX policy insurance on my behalf and they took XXXX from my escrow account. It took over XXXX XXXX for me to get a refund. Now that I received the funds and I want to make payment, their system is down. My state property taxes are due and my escrow account is in the negative. I have contacted consumer protection attorneys over this matter and I was told to file a report. Furthermore, I can't make my monthly mortgage payment either, which I am afraid can hurt my XXXX XXXX and my cause additional late penalties on my property. This is completely outrageous and illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Loancare LLC is currently down due to a cyberattack. It has been down for a month. There has been zero effort to communicate with folks like myself who are completely at their mercy. This is completely unacceptable. Even a severe cyberattack shouldn't take the company down like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
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: Currently my mortgage lender Loan Care parents company XXXX XXXX XXXX has undergone a cyber attack based on public reporting. This issue is payments are officially due soon and the providers website and phone payment service is non operational. Further complicating the problem is that no official notification or instructions on what to do for the upcoming XX/XX/XXXX payment have been made. This problem has been going on for almost a week and nothing has been provided from the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
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 paid my mortgage on XX/XX/XXXX on the LoanCare Portal. The money did not come out of my checking account so on XX/XX/XXXX i went online to check and the portal/website was down with no explanation. i called the XXXX number and the lines were also down. Again, no explanation. I found information online that there was a cyber attack on the LoanCare site. there was no communication on this. Also, on XX/XX/XXXX, they did take {$190.00} out of my account for an appraisal they were supposed to set up to remove my PMI payment from my mortgage. I never got a call to schedule the appointment. But they took my money. Today, i went on the portal and was able to log on, but it looked different so i called LoanCare. After XXXX mins i got through to a representative who basically told me not to trust the site. And she couldnt take payment over the phone. Nothing is processing right now. She didnt know anything further and would not tell me why the customers have not been notified. This could impact everyone financially! This is a big deal and all of their customers are in the dark. Its almost XXXX and i need to pay my mortgage. What is their obligation to the customer to inform them of the data breach?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have tried to make a mortgage payment through the internet with the company MyLoancare.com webpage since yesterday and apparently the web page has vanished. So i tried to call their customer phone line XXXX and a recording says that loan care systems is currently down and their agents don't have access to the system. Thank you for any help you could offer and hoping everything will go back to normal again. So i could continue to pay my mortgage. And Please Investigate since their is no communication with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33563
Submitted Via: Web
Date Sent: 2023-12-05
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: From XX/XX/XXXX until current day of XX/XX/XXXX I have not been able to make a payment to XXXX Serviced by Loancare. My mortgage payment of XXXX can not be processed due to the website XXXX XXXX XXXX XXXX XXXX XXXX XXXX % XXXX % XXXX XXXX out of commission. Multiple calls to their toll free number at ( XXXX ) XXXX have given a recording that reps are are not able to access account information. In addition to no access to account information the chat bot for the site states the following " LoanCares systems are temporarily offline. Due to this, the servicing systems are currently unavailable and the customer service center is temporarily closed. We apologize for any frustration or inconvenience this may cause. We encourage you to try back another day. Thank you for your patience. '' We are needing to make out mortgage payment and also have delayed the closing on the sale of our home due to this. No contact, no email regarding a breach or estimated restoral of services, and I have gotten emails form this company to apply for a new mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75088
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
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 get Online to see if my payment has been processed and the web site is gone- it will not come up. I made a payment on line back on XX/XX/XXXX which is my XXXX payment late - but themoney is still in my bank account has not been withdrawn and there is no web site and no one will answer the phone. I do not want a 30 day late on my credit and that will be XX/XX/XXXX. XXXX XXXX and the website is MYLOANCARE.com
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been trying to submit my payment for our mortgage, due on XXXX for about a week now. I have tried accessing the website XXXX XXXX XXXX XXXXXXXX XXXX as well as calling the pay-by-phone number ( XXXX ). Our monthly statement says it is XXXX subserviced by LoanCare. The amount due on XXXX XXXX XXXX. No e-mail address is provided by the company on our paper statement nor could I find one online to start creating a paper trail. When I call the number XXXX XXXXXXXX XXXX I receive a message " call could not be completed due to technical difficulties- please try again '' and then the line hangs up. I have the money ready to submit and I want to make sure that no late payment is recorded so that I do not have to deal with a late payment being reported to credit monitoring companies and so that I do now have to deal with any late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Currently the website to make payments is not working : XXXX XXXX XXXXmyloancare.com It appears there was some sort of data breach that is impacting the website- I have been attempting to access the website since Wednesday XXXX XXXX XXXX Based on the recording when calling in the reps do not have the ability to take or apply a payment, they do not have access to even look at an account. This is extremely inconvenient for mortgagees. There has been not notice sent either regarding the possible data breach or next steps to complete a timely payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A