Douglas Hammett-Lair

Review of MyLoanCare

That 5 star rating is not for LoanCare s Customer ...

That 5 star rating is not for LoanCare s Customer Support team, which has been less than stellar over the course of my loan servicing with them ... that 5 star rating is for Customer Advocate, Mr. Elton Spruill. Little did I know that when having issues to resolve with this company, one should really use one of their Customer Advocates. You can find a form requesting on on their web page. I worked for almost 5 months trying to resolve a PMI (Mortgage Insurance) issue. The Customer Support team simply follows a very dragged-down, form filling procedure, and then all you get back is a form letter that doesn t even apply to your case!
For example, I sent a formal request per their procedure for the MIP to be removed from my loan, and after several weeks received a form letter back explaining the federal rules for removing the insurance and a denial for doing so because my letter was received 1 week prior to the eligibility requirement! What a waste of paper and a stamp. If they had just taken the time to actually READ my request and then personally respond, it would have been the end of it

Instead, however, I wrote to the Customer Advocate, Mr E,ton Spruill, who returned a PERSONAL email to me stating that he had seen to it that the PMI was removed and told me my new payment amount beginning the next month. See how simple that was? AND, if that had happened to begin with, no bad reviews of Customer Service.

LoanCare: you should simply eliminate your Customer Service Department (& people as they don t know how to be free thinkers) and hire Customer Advocates for your first line of contact with customers!