Date Received: 2023-11-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Loancare 's website has been down, and phone calls have been unanswered. Without those available, I am not able to make my monthly payment on my mortgage. I have also received zero communication on why these services are down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22153
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: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Since last Friday XX/XX/23 I have been trying to access the MyLoanCare website to request a payoff statement for my mortgage. I sold my property and will be closing soon. I was unable to access the website all weekend. Yesterday ( XX/XX/23 ) I tried call Loan Care as well as XXXX XXXX XXXX ( my mortgage company XXXX Loan Care has a message on their phone that says their operations are down and no one can access their accounts. I was unable to reach anyone at XXXX XXXX XXXX. From what I read online XXXX XXXX XXXX who owns Loan Care was a victim of a cyber attack over a week ago. No mortgage holder can pay their monthly mortgage payment, pay their insurance, taxes etc. Who will be responsible if I can not close on my property sale because I don't have a payoff statement?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
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 pay my monthly mortgage payment for over week and the website has been down for for almost ten days. The website that I am using is " loancare.com '' and no one in the company is helping out and no one is addressing this issue. I went to XXXX and I found out that there might have been a hacker in the system and that now all of our personal information might be compromised. No one in the company is saying anything, no emails, no phone calls, no messages, no information about anything and my monthly payment is still due right now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have recently noticed that there have been late payments recorded on my account for the following months XX/XX/2023. I kindly request your understanding and assistance in removing the recorded late payments from my account history. I am committed to ensuring a more consistent and timely payment schedule in the future and value the positive relationship I have with LOANCARE. LOANCARE XXXX -I am NOT late on XX/XX/2023. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or LOANCARE customer service representative. I am aware that the company has policies in place regarding late payments, and I sincerely hope for your understanding and consideration in this matter. If there is any additional information required or a formal process to follow, please guide me through the necessary steps. Thank you for your time and attention to this request. I appreciate your efforts in helping me maintain the accuracy of my account information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Have been working on this issue since XXXX 2021. Could not close on my condo and sell it because of this lien. Loancare would not work on this issue with XXXX XXXX Lost 2 sales
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Myloancare had experienced a security breach at their site : https : //www.loancare.com/ Customer are unable to login in their accounts. Furthermore, myloancare has failed to notify customers the only way I found out was by doing a XXXX search and finding out on a message board. Not being able to access the website prevents the customer from making payments, changing payment details and finding up to date loan information. You all should investigate this and hold myloan care accountable for first not notifying customers and then second not taking steps to protect customer info and the prevention of access to loan information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been trying to pay my mortgage only to receive an error message every time I try to login and make a payment. It's unbelievable that the website works until I enter my ID and password and then I get a blank page with an error message. I should not have to pay a late fee when they are not providing a reliable site for borrowers to make payments. I am so frustrated that I can't make a simple mortgage payment to my loan servicer without having to contact the CFPB. I would rather my loan be transferred to servicer that is reliable and has a working website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: MyLoanCare LLC purchased my mortgage several years ago ( XXXX ) and I have made all payments on time using the online payment. Now when I attempt to access the company 's website, I states that the page no longer exists. I have attempted to access the website using multiple devices from various internet sources, and I am still not able to access to pay my loan. This issue started XX/XX/XXXX I called the customer service number that was provided with old paperwork and only receive a busy signal. To my knowledge, my mortgage has not been sold to another company. I just want to pay my bill and keep my house
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48135
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Please help me. My loan was sold to XXXX XXXX XXXX and they use LoanCare , LLC to service their loans. I received emails and a letter on different dates from LoanCare that nothing will change, relax and we will handle everything. They did not withdraw my XXXX payment, even though they sent emails on different dates, constantly changing when they will withdraw. Even their letter had a date of autopay l but they didn't. One agent said maybe we tried to but there was insufficient funds and I said how dare you!!! There was never an attempt and I have all these emails from your company changing the dates of autopayl!!! Then customer service said they will withdraw on XX/XX/. I said no, I want to pay for XXXX in XXXX and XXXX in XXXX... so I paid online via their website on XX/XX/. The same day, XX/XX/ I received an email that they paid my property taxes on XX/XX/XXXX I also want to mention that all their emails say nothing will change with your loan. But they changed the autopay date to XX/XX/. When I called and said why would you do that when my payments were always taken on the first of each month with my original loan company, the customer service rep changed it to XX/XX/, but doing this they said may have screwed up the system. Again, they are the ones who changed dates... Then I tried calling them and there was a recording that their website was compromised. A day later they had a different message. Next day I finally got through but agent said they were hijacked and have no info on me, my loan, anything. This is a week now and the website is still down and customer service has no info such as if they will be able to withdraw my XXXX mortgage or when. They can't even take it over the phone because they don't have access to my information. Then I called the Tax Assessors office today and automated said my tax bill is due on XX/XX/, which means they did not receive my payment that LoanCare , LLC said they paid. If for some reason my tax payment is not received by due date I will pay again, which will hurt me financially but I have no choice. I am scared that my mortgage will be delinquent if I have nowhere to pay it. I don't want to lose my home. I am like all Americans trying to hang on to what we have and I feel like I am being taken. LoanCare , LLC would not give me a phone number for XXXX XXXX XXXX. I can't find it online. I found some info on XXXX. I don't see a phone number there either. Please help me. I have read bad reviews about LoanCare and now there is a XXXX page where people are in the same situation as me and we are all scared and frustrated. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I came home on XX/XX/XXXX to find the attached letter in the mail. It stated that a check issued by XXXX XXXX on XX/XX/XXXX in the amount of {$660.00} was never cashed. I had refinanced my home and this appears to be excess funds in my escrow account. I received my XXXX for my mortgage interest that year so I am not sure why we would not have received the check. My husband and I followed the instructions in the letter, signed and completed the information requested and I faxed the letter back on XX/XX/XXXX. The letter states that if the letter was not received by XX/XX/XXXX, they would report and remit the property to the State of Washington. ( This has not been done, so this leads me to believe they have the response from me ) They also stated that it could take 6-8 weeks for us to receive the check and could delay further if you contacted them to find out the status. I faxed the second letter along with the XXXX letter attached requesting the status since it has been over 16 weeks since the original response was faxed to them. As of today XX/XX/XXXX, I have not received a response to any of my communications and the property is not listed on the Washington State Unclaimed Property website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A