Sergio Guzman

Review of MyLoanCare

Good morning, the reason of my letter is to compla...

Good morning, the reason of my letter is to complain about a really bad customer service i received over the past 2 weeks. I made a payment toward my escrow shortage on the 22nd of July, before making a payment I asked all the right questions since it was going to be an ACH electronic check, they advise to make sure to put my loan number as well as a note that said "payment towards escrow shortage". I did all that because i did not want to delay this transaction. When it finally posted it did NOT go towards my escrow shortage, so I called back LoanCare and spoke to another representative that told me that they did not put it towards my escrow shortage but she would make the request and my new monthly amount would show on the 28th of July. I waited Tuesday the 28th and spoke with a different representative who advice that the request to transfer the funds towards my escrow shortage was not done correctly, and she said she would put a request but it would not show until 5 days later. I went ahead and called today again to make sure it was done right since I don t trust your client service department anymore and the lady did absolutely nothing all she said that she could send the request, I lost it because this request was done supposedly on the 22nd and they again on the 28th and she said that I would have to pay the full amount of my July monthly payment ($1,765.01) since the escrow shortage payment was delay which it was not my fault. They whole reason I did all this from the beginning is to lower my monthly payments starting JULY and because of your not so efficient customer service employees I have not been able to make my July new monthly payment. This is ridiculous and need a manager or someone that can make this happen faster because it was two mistakes made on your end.