Alexa Williamson

Review of MyLoanCare

I am a Loan Officer and did a refinance for a clie...

I am a Loan Officer and did a refinance for a client. After closing, the servicer changed to Loan Care. My client called me saying that she was given a new address to mail her payments to by the new serciver. The payment was then returned. She called and they told her to send it to a different address, which she did, followed by the next month's payment to that same address. They accepted one out of 2 payments, and returned the second payment back to her. Nobody from the company can tell her or I why this has happened. At this point, I tried to step in on her behalf and was told they don't have to tell me anything as I'm not on the account. The customer service members are worthless and rude. A client should not have to make 3 phone calls and be given 3 different pieces of information to simply make their mortgage payment every month.