Date Received: 2023-11-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Mortgage Lender : LoanCare I have been attempting to pay my XX/XX/2023 mortgage since XX/XX/2023... six freaking days. I can not access their website, app, or customer service to make a payment. I absolutely refuse to send this company a physical check. This is not just me... there are many out there experiencing the same problem. You simply can not get ahold of anybody at this company. When you call customer service it automatically hangs up on you. There is zero communication indicating if something is wrong... nothing via physical mail or email. Not any kind of automated message when you call other than the sound them hanging up. This is outrageous and completely unprofessional! How exactly am I supposed to pay my mortgage? What exactly is going on? Why can we not access anything to make payments or talk to anybody? Its like this company has completely fell off the face of the earth. I will be filing a lawsuit If I end up with late fees and a credit hit because of this XXXX company 's inadequacies. We should have the option, with out having to refinance, to leave this XXXX company and go to another lender that is at least competent at running their business. Nobody has ever asked for LoanCare to service our mortgages... trust me! THIS IS NOT OK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-06
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: Loan Care LLC ( who is notoriously difficult to deal with as is ) has been down for almost 2 weeks now and I have been unable to make my payment, which is now late. The website and phones are both down and have been down for ( as far as I know ) 15 days but many reports online say they have been down for almost a month now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-12-06
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: Our loan sold from XXXX XXXX XXXX to XXXX XXXX XXXX. XXXX XXXX XXXX mailed us a statement with a customer service number as well as website. Their website XXXX has been down for a number of days and when calling their XXXX number you get the message that it's down due to technical difficulties. They are in a sense trying to force you into a late payment which I have never been late on. How are you supposed to ensure payment to a company that seems to not exist?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2023-12-06
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: Today is the XXXX of XXXX, XXXX. On XX/XX/XXXX I went to pay my XXXX mortgage online as usual and the website was non-responsive/would not load. I've tried calling multiple times and their phones were also down with no direction or indication if it would be back up or when it would be resolved. I've tried accessing my online portal to make a payment every day since the XXXX and the website is still not available : XXXX XXXX XXXX XXXX XXXX XXXX XXXX I tried calling again this morning, the XXXX and the recording available says the website is down for technical difficulties and that the representatives are unavailable as a result. I am concerned I will be responsible for late fees and that this will harm my credit. Additionally, I have not been treated as a valued customer or communicated with. There are several other people online at various sites communicating they too are having challenges getting in touch with the XXXX XXXX XXXX LoanCare mortgage company : https : XXXX? XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to bring to your immediate attention the persistent inaccuracies on my credit report, specifically pertaining to late payments on my LOANCARE account with the account number XXXX. This matter is of utmost urgency, as the reporting inaccuracies are not only a violation of my rights under the Fair Credit Reporting Act ( FCRA ), but they also constitute a blatant disregard for the consumer protections enshrined within the legislation. Under the FCRA, 15 USC 1681 ( a ) ( 2 ) ( i ) explicitly mandates the accuracy and fairness of consumer credit reports. It is with great concern that I must address the egregious inaccuracies in reporting, specifically in relation to late payments on the aforementioned LOANCARE account for the months of XXXX, XXXX, XXXX, XXXX, and XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48221
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: I have my house payment financed they XXXX XXXX or Loan care. I usually pay online and am current with my payments. My XX/XX/XXXX payment I have yet to pay bc their website is currently down and the phone number of XXXX no one is answering and recording states systems are done. I am worried about accruing late fees and damage to my credit but I have no way of making the payment online or via phone. If I mail in a check, with their systems down I am hesitant bc they will not be apply or process it to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62221
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been trying to log on to Loancare 's website and app since XX/XX/21 to pay my XXXX mortgage. The site has been down this whole time. I have called and have not been able to reach a person. Most of the time the call disconnects. I have received no information via email or otherwise as to what is going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 244XX
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: I have been calling and trying to sign in online to Myloancare for about 10 days and the site is down. I called and received a recording that they " have experienced a security event and no one could take '' my call. I have continued to check the site daily and it is still down. I have called again today and was told there has been an " event '' and they have no access to any of my account information. I am unable to make my mortgage payment. I have received no communication from this company about what has happened. I am really concerned that all of my information was hacked and stolen. I also do not want to be in default on my mortgage because of their issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24018
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: I HAVE CALLED AND MADE SEVERAL ATTEMPTS TO MAKE MY XXXX MORTGAGE PAYMENT SINCE XXXX OVER THE PHONE BY CALLING XXXX WITH LOANCARE MY MORTGAGE SERVICER. I HAVE NO HAD ANY LUCK GETTING ANYONE TO ANSWER MY CALL UNTIL TODAY AT XXXX XXXX AND THE REP I SPOKE WITH INFORMED ME THAT THEY ARE NOT ABLE TO ACCESS ANY ACCOUNT INFORMATION AND NOT ABLE TO ACCEPT MY PAYMENT UNTIL SYSTEM ISSUES ARE RESOLVED. THE REPRESENTATIVE ALSO ADVISED ME THAT MANAGEMENT HAS NOT DECIDED IF THEY WILL REPORT LATE PAYMENTS AND CHARGE FEES IF THEY ARE NOT ABLE TO RESOLVE THE SYSTEM ISSUES ON TIME FOR XXXX. THE FACT THAT THE REPRESENTATIVE IS UNABLE TO PROVIDE ANY FURTHER INFORMATION MAKE ME WORRY THAT MY PERSONAL INFORMATION HAS BEEN BREACHED AND HAVE NOT RECEIVED ANY STATEMENT FROM LOANCARE ABOUT WHAT IS HAPPENING IS HIGHLY UNACCEPTABLE. I ALSO ASKED THE REPRESENTATIVE TO PROVIDE ME WITH A CUSTOMER SUPPORT EMAIL ADDRESS TO DOCUMENT MY ATTEMPTS TO MAKE PAYMENT, AND INQUIRE ABOUT WHAT IS HAPPENING. AFTER BEING ON HOLD FOR 8 MINUTES THE REPRESENTATIVE HUNG ON ME AND STILL HAVE NO IDEA WHAT IS GOING ON. I HAVE FILED A COMPLAINT WITH THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING AND HAVE COPIED THIS ON THIS EMAIL WITH EVERY EMAIL ADDRESS I HAVE ON FILE FOR LOANCARE ALONG WITH THE SCREENSHOT FROM MY CELL PHONE DOCUMENTING MY CALL TODAY WITH THE TIME. I WOULD REALLY APPRECIATE SOMEONE REACHING OUT TO ME TO IFNROM ME WHAT IS HAPPENING AND IF MY PERSONAL DATA HAS BEEN COMPROMISED FROM A BREACH AND ALLOW ME TO MAKE MY XXXX PAYMENT. I WILL NOT ACCEPT LOANCARE REPORTING A 30 DAY LATE PAYMENT ON MY CREDIT REPORT WHEN I HAVE ATTEMPTED TO MAKE MY PAYMENT BEFORE THE END OF THE MONTH. I WILL SEEK LEGAL ACTION IF LOANCARE REPORTS 30 DAY LATE PAYMENT IF THEY ARE NOT ABLE TO ACCEPT MY MONTHLY MORTGAGE PAYMENT, I HAVE ALSO ATTEMPTED TO TRY AND MAKE PAYMENT ONLINE AND THE PAYMENT PORTAL IS DOWN. I DON'T FEEL CONSUMERS SHOULD BE PUNISHED WHEN THEY HAVE NO CONTROL OR RECEIVED ANY COMMUNICATION FROM LOAN CARE ON WHAT IS HAPPENING. PLEASE HAVE SOMEONE REACH OUT TO ME DIRECTLY TO GIVE ME ANSWERS AND ALLOW ME TO MAKE MY PAYMENT. I ALSO ASKED IF I WERE TO OVERNIGHT A CHECK TO THE XXXX XXXX ADDRESS AND IT DOES NOT GET PROCESSED BEFORE THE END OF THE MONTH, WILL MY PAYMENT BE REPORTED LATE? THE REPRESENTATIVE COULD NOT PROVIDE ME WITH AN ANSWER. PLEASE REACH OUT TO ME ASAP, BELOW IS MY NAME, ADDRESS, PHONE NUMBER AND ACCOUNT NUMBER. THANK YOU XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
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: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Hello, Ive been trying to get access to my mortgage statements for two of my houses. Loan Care website has been down for over a week. I spoke with their customer service representative on XXXX. They arent able to provide me the statements either. I was asked to wait till XX/XX/27 but the website is still down. I need my statements to review accuracy of the escrow. I also need it for a HELOC I applied at another lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A