Brian James

Review of MyLoanCare

We have experienced the following service failures...

We have experienced the following service failures by Loan Care in the last nine days:

Day 1:
- Automatic bank draft did not occur on the first business day after the agreed upon date.

Day 5:
- Unsuccessfully attempted to draft a payment from my account after a manual payment was made to make the account current (I incurred an overdraft fee for this)
- Company rep did not contact us after our bank rejected the auto draft to resolve the issue
- Company rep failed to stop auto draft for the month even when the account was current

Day 9:
- Unsuccessfully attempted to draft a payment from my account again when the account was current (I incurred another overdraft fee for this)
- Company rep did not contact us after our bank rejected the second auto draft to resolve the issue
- Successfully drafted a payment (overdrafted my bank account) despite having a current accout
- Customer service department failed to respond to email regarding account draft irregularities
- Customer service reps provided incomplete instructions for resolution through five separate calls (The second supervisor with whom we spoke may have provided complete requirements. But only after our bank was closed and we have to wait another day.)

[EDITED]
Day 10
- Resolved the issue amicably after meeting w
with a Customer Service coordinator and Customer Service manager on site