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 make my monthly payments and the system is down as well as the website. I have tried call for several days now and I cant get through.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19901
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: LOANCARE WEBSITE DOWN FOR EVERYONE FOR WEEKS AND ALL PHONE LINES DOWN???? WHAT IS GOING ON. NOBODY CAN MAKE A PATYMENT DUE TO THE WEBSITE AND PHONES BEING DOWN SUPPOSIDLY TO A TECHINICAL ERROR. I HAVE MY PAYMENT SCHEDULED ALREADY BUT HAVE READ MANY PEOPLES COMPLAINTS ONLINE WHERE THERE PAYMENTS DIDNT COME OUT AND THERE IS NO WAY TO SPEAK TO ANYONE???? MYLOANCARE.COM IS THE WEBSITE I DID FIND SOME INFORMATION FROM ANOTHER WEBSITE. THE CUSTOMER SERVICE PHONE NUMBER GIVEN BELOW IS DOWN TOO. XXXX XXXX XXXX XXXX : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/2023 To : All Issuing Offices RE : UNDERWRITING - Security Event Affecting LoanCare , LLC Dear Associates : We have been advised that LoanCare , LLC has experienced a security event. As a precautionary measure, LoanCare has restricted access to certain systems, including email. We have been advised that LoanCare is working to address the issue and to restore normal operations as quickly as possible. Effective immediately, until further notice : Do not close transactions involving LoanCare , LLC. Do not transmit funds to LoanCare , LLC. Additional information may be available at LoanCare, LLCs website : https : //www.loancareservicing.com/ Or by calling LoanCares Customer Service XXXX at : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34990
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: On XXXX XXXX I attempted to log into MyLoancare via XXXX XXXX XXXX to pay my mortgage. The website was not working. I called in to the customer service number on the same day to inquire as to when I would be able to pay my mortgage. The representative had no information as to what was the cause of the outage or the timeframe as to when it would be operational again. She simply told me to call back next week. I did as she requested and called on XX/XX/, however they were no longer accepting customer service calls at all. I re-attempted to log in to my account and was again unsuccessful. There has been zero communication from either XXXX XXXX XXXX or MyLoancare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85210
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: Website not working, app either, i can not apply payment to my loan, customer service says system is down and there is not eta, they told me not check needed since they can not apply it either due system being down, my mortgage payment is due on the XXXX and i can not pay, i also checked my taxes on XXXX website and they havent paid the taxes even though i received an email on the XXXX XXXX saying they would pay it and they are due in 3 days. I wont pay any late payment fees, im scared of having my credit hurt when i never had a single late payment or collection ever, so i wont pay any extra to the county about my taxes or late fee, seems like this is related to a cyber attack but there is a lot of lack of transparency, they removed comments in XXXX, website doesnt load, the email address is not working anymore and now they dont even pick up the phone, suuuuper scary and suspicious! Again taxes due on XX/XX/XXXX and XX/XX/XXXX for my mortgage that i can not pay at all
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: We are selling our home to purchase another. My lawyer tried to contact mortgage company which said I have to call. I have tried to call multiple times and login but there was a breech. Now I can not close with funds until resolved. I was never notified that I would not be able to access my account. I can not login for statements nor make a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29340
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: Loancare have send me ANOTHER loan modification due to non-payment! XXXX. Their telephone XXXX is NOT working 'loancare phone system is currently down ' XXXX. Their server is not working! https : XXXX is NOT working XXXX. They are NOT sending me my statements. XXXX. They are NOT responding to my emails!! These are the list of emails I've found. any other emails com back with do-not-reply message! XXXX XXXX XXXX XXXX. They want to add another year to my mortgage term so instead of XXXX, they want to change my loan to XXXX!!! XXXX. I pay my own property tax. XXXX. I pay my own insurance on my property, but they keep putting me in an XXXX account!! PLEASE HELP. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90066
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: loancare LLC, which operates loancare.com, appears to be part of a recent ransomware attack, ( XXXX XXXX XXXXXXXX ) Has not released any information to clients regarding how we are to pay bills, what the status of the hack is, if any of our data has been compromised, etc. I have attempted to access the site multiple times on XX/XX/XXXX and XX/XX/XXXX. Other users are reporting a similar issue on several social media sites, and it appears to be affecting multiple servicers ( not just Loancare, but XXXX in its entirety ). By other user 's statements on these sites, their services have been down for over a week. Since the hack, I'm attempting to confirm if my transfer is valid or a phishing attempt, but am unable to access systems to confirm legitimacy of these documents I was sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 530XX
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: Trying to make my mortgage payment on loancare.com unable to do so and customer service is no help. Won't tell me any information just that systems aren't working
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79762
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: Hello I have been trying to pay my mortgage on my home and their site has been down for one week and half. There has been no response on their end, and this could affect my credit not due to my own fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 032XX
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 scheduled a payment with Myloancare on XX/XX/XXXX. It showed my payment has submitted but hasnt been deducted from my bank account yet. I just want to make sure it goes through so it wont hurt my credit or our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75234
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A