Mel

Review of MyLoanCare

I have not had a good experience. Received mail...

I have not had a good experience. Received mail indicating that my insurance expired(untrue) and that Loan Care will purchase on my behalf. My insurance has never lapsed. Spoke with agent #5438 on 6/13/17 who stated the situation was rectified. Received a call from insurance company today that the situation is not resolved. A call to Loan Care today with ins agent on line and we were told that there were no documents submitted and no record of a phone call. Typically, the homeowners and taxes are together but mysteriously, the line for insurance was removed without my authorization. I have money in my escrow account but the insurance is not paid. Go figure. As the interest is collected. Agent 5000 seemed disinterested in solving a problem that was not created by me and I had to request a supervisor. No one seems to know how this happened and no attempts to explore this from the Mortgage agent was implemented. She demonstrated no urgency to this matter. I find this pretty bizarre, particularly when I've had my loan with Loan Care for some time now and my insurance was always paid. Where are the checks and balances? It seems to me that someone should have raised questions and reached out to me to inquire if I indeed stopped the insurance.

The only real help came from Kimberly Keels in the call center who patiently assisted me as best she could. She genuinely expressed concern, stayed on the call with me and apologized.