Robert Miceli

Review of MyLoanCare

I called LoanCare's Customer Service number to inq...

I called LoanCare's Customer Service number to inquire about paying off my mortgage early. I had to navigate a series of menus and submenus, since none of their menu options referenced my specific issue. Unlike most telephone triage systems, LoanCare's did not include a "for all other questions, press ___ or remain on the line for an agent to assist you". Quite the opposite in fact, I heard messages such as "we are experiencing heavy call volume and extended wait times. You should call back later in the week when our volume of calls is lighter" , "You can handle many questions at our website ..." and the now virtually guaranteed COVID-19 excuse: "We are committed to the safety of our employees ,,, ".

After 5-6 minutes of this, I heard "If you wish to use our call-back service, please leave a number where the next available agent can reach you". Accordingly, I left my number, noting that the triage system gave no indication of how long I may need to wait for such a call.

The events I just described happened over 1 week ago. I've received no call back as of today.

Frustrating telephone triage systems are not unique to LoanCare. However, theirs reaches a new bottom. It is difficult to reach any conclusion about LoanCare Customer Service other than "leave us alone, we really don't give a whit about your issue".