MyLoanCare Review

Terrible customer service. Didn't have the long wait time but when I presented my problem I was told that it isn't Loancares problem. This company needs to be shut down.

Very relabel and ready answer my questions
Thank you

We had a major storm come through and cause 30K worth of damage to our newly build home. We had to send our check in to Loancare to endorse BUT they will not pay us the money to pay our contractor for the repairs. We have NO siding on two sides of our brand new house and even though they confirmed the error was on their end we still have NO CHECK. Horrible company to deal with, I was "disconnected" 5 times today. Safe to say we will refi with someone else the second we can and will NEVER recommend this company to anyone.

This company is Horrible! And that is putting it nicely. I had a mortgage with them for almost 6 years and never missed a payment. I recently sold my house and during the closing my attorney sent loancare the payoff check. A week later I was notified by my attorney that the check never cleared. Then began the painstaking task of contacting the customer service reps multiple times. They said they never received the package which we had a UPS tracking number for which stated it was delivered and received with a time, date and person. Loancare said they couldn't find it. By this time my payoff statement was no longer good. But they said they would put a hold on the account until it was resolved. I assumed they were looking for my check but I was wrong. I ended up with an interest charge and a 75pt credit score drop and I'm still dealing with these hooligans. They should not be handling large sums of money! Finally my attorney got a hold of someone in HR instead of a call center in Arizona. They admitted they found the package but upon opening the check wasn't in the package. which is a lie my attorney has a picture of the payoff check and envelope. I think they are trying to cover up misplacing my check. So now that they admitted to that my attorney cancelled the check and submitted a wire to payoff the loan. I am still in the process of clearing up the mark on my credit. This has been a 2 month long nightmare. I'm stuck not able to purchase a new home with my Fiance until this is cleared up. I'm currently filing a complaint with the Consumer Financial Protection Bureau. I encourage anyone having issues to do so as well.

We have been trying for over two years to get our account fixed. They wanted proof of homeowners, we sent it. They said it wasn't received, we sent it again, we have sent proof for 2016-2018. Still money was put in escrow to pay for insurance loan care put in place- that was NOT needed. They took our payments applied them toward escrow, claimed they released escrow. Since have said we haven't paid for two months mortgage because payments were put toward escrow not our mortgage payment. Again we assured escrow analysis would be done and money released on escrow. I am exhausted. Where is two months of our payment? Why haven't they applied our money in the correct place? I talked to insurance department at LOANCARE, they have no idea what is happening. Now we are reassured that money is be sent to us in a check for what LOANCARE escrowed and it should have been released. They at least seemed to care, customer service did not. They actually have hung up, argued and refused to take payments. We had to contact an attorney. If this company takes over your loan, change quickly. Look at BBB, eleven pages of bad reviews. So frustrating!!!!

I cannot get in touch with anyone and i cannot create an account to pay my mortgage. Why would TIAA Bank partner with them?!

This horrible company took over our mortgage years ago. Messed up managing tax payments and forced me to refinance. Now I went to close on my house and find out they never filed a satisfaction notice that is required by law. My funds from the sale are being held in escrow because of their mistake. Leaving my family homeless. Called over 36 times and cannot get anywhere. Costing me thousands. The worst situation and company possible.
I am now in process of contacting news broadcasters to show how thier mistake is leaving my family homeless and living out of Our SUV and not willing to help. I will also be seeking compensation through legal action.
Is this is a bad joke. The only actual response I have ever received was an almost instant response to this review.

refuse to take out the monthly payments and charge you a late fee for them not taking it out on automatic payments. Then refuse to waive the late fee.
Happens every single month. Website is a joke and never works correctly as well.

I have read the previous reviews, which made me sceptical. My loan was recently taken over by them from USbank and so far they have been great. I have no complaints. They are highly accessible, helpful and follow up with you. So far so good.

Very disappointed in the service or lack there of received and, I'm pretty sure this is unethical and illegal in many states. We were fortunate to speak to someone who understood why it appeared our account was behind (they don't accept partial payments, we were paying bi-weekly) however, we learned that something was wrong with the escrow account. The person helping us stated they would be out of the office for the next couple of weeks but we should receive a refund from the escrow account and we should send it in to them. Well, the person returned to work but hasn't been available by phone and everyone else seems too intimidated by her notes to attempt to help. That's when we can reach a live person. The hold/wait times are unacceptable. How could someone work a job and hold for loancare?! We definitely need to come together and explore our options as consumers because ij the end the company will receive forgiveness or bail out and consumers will suffer in penalties and foreclosures for their lack of experience, care and assistance offered by loan care. I'll be exploring what agency can assist.

After reading reviews, I am dreading that my loan was just sold to be serviced by this company. When calling in the automated prompt system took me in circles and finally told me that there were 28 callers ahead of me. That is absurd, I don't have time to sit and wait for that long. By the other reviews, it appears my loan is going to be late since its due on the 1st. Thankfully I have USPS proof of delivery of my mail showing it arrived on the 1st which leaves no way to pay this on time. Most loan servicing companies give a couple days hopefully what I read is not true and there is a grace period.

Takes over 15 days for them to process your payment. You can't easily reach a real person. My normal wait time on line is 45 minutes. That is not exaggerating. That is if I don't get a number where it is consistently busy or just hangs up on you. I so hope my mortgage is sold to a better company. Awful support.

i can never talk to any one.. mailed my pynt in for August 2020 didn't show up untill January 2021.. Customer service is the very worst i have ever seen!!

It was Ridiculous they forgot to pay our homeowners insurance out of our escrow and it took months for them to fix it our payment got jacked way up nobody seem to care I cannot wait till these people sell our home loan or I finish up my refinance and hopefully never have to deal with them again!!!!!!!

customer service is horrible and unauthorized payments taking out of my account.

one late payment and they are soliciting on my property, leaving foreclosure letters in the middle of the night, their website works 10% of the time and this is when they get you with late fees, when you complain about website they do nothing about it, if we had done better research at the time we would never chose this company.

If negative stars could be given, they would. This is the absolute worst company in the entire world. They are horrible with customer service, horrible with fulfilling their promises and it seems like they don't even know what they are doing. I was trying to get my PMI Dropped off of my mortgage so I got an appraisal and my LTV is at 76%. I was expecting no issue and then I got the letter in the mail that said they were denying my dropping of PMI. They are stating because I got an appraisal, my LTV needs to be 75%. There is no where on HUD.gov, nor any other banker that I have talked to that can figure out where they are getting that information. When I call to talk to someone, their PMI department doesn't have phones to transfer to. I feel like this is the company that Leonardo Decaprio started in the Wolf of Wall Street with rejects making calls to steal money from people. This is absolutely the worst company on the planet and I wish that I could get rid of my Mortgage through them, but I have a really good rate. I am so mad at the originating loan company for selling to these lamozoids.

Terrible service and horrible website. Neither the site nor pay by phone would allow me to make a payment on my mortgage. After sitting on hold for over an hour, only to be immediately transferred by anyone who answered, literally the reps between the same two departments tried to send me back and forth, I finally reached someone. She insisted that even though she was aware of the site and phone payment portal not working, they had to charge me an additional fee for them to process the payment. This seems criminal to me! So upset my mortgage got sold to this slimy, terrible, dishonest company.

Please don't do business with loan care my mortgage was recently sold to this horrible company they stopped accepting my payments so they can put my family out on the street they want my house more than the money. luckily I'm in the same boat at hundreds of other family's and the bureau of consumer affairs is helping us to fight back (look up other reviews I'm one of many homeowners with the same problem)
They recently told us on the phone we can send a certified check per their repayment plan but they can hold it as long as they want to put us another month behind.

I wouldn t even give this company 1 star. Reading the reviews on here or just so repetitive. Bought a new home then my loan was sold to them. Worst company I ve dealt with. Random 5-6000 added to our loans. Not willing to help out customers who have never been 30 days late. Impossible to get another loan company to help take our loan bc they keep destroying my credit every 2 months

The mist annoying unhelpful people I have ever dealt with!

Lost access to my online account years ago and no one from this company could figure out why so I put my payment on autopay. Refinanced my loan and requested my auto pay be stopped. No change was made , and the $1,800 auto draft came out of my account and this company is IMPOSSIBLE to get a hold of. They can t legally hold on to the money , they have to refund it , but based on my previous experiences I m now facing an uphill battle to get my almost $2K back. Avoid LakeView and LoanCare if you can.

Justin came through! I give Justin and the Customer Advocates 5 stars. Loancare other is still at about a 3. We will see how that progresses, and maybe I can increase that. So thats why they are at a 4.

So...After speaking with Justin Johnson, a Customer Advocate for Loancare, I can say that I was impressed with their response. Justin was amazing on our call. He detailed the situation, acknowledged the mistakes that were made, and thus far has done what he said he would do (sending an electronic letter too credit bureau's to fix mistakes that were made, sent me a letter for my benefit, and reversed some of the fees he could). I was shocked with his responsiveness, courtesy and compassion with my situation. Now I have I increased the review to 3 stars, but if my credit is fixed, it will go up from there. Thank you Justin, but if you have problems and the regular Customer Service isn't helping, I suggest contacting a Customer Advocate. More to come...

-Original Post-
If I could give zero stars I would. Loancare sent the wrong account number to my bank and as a result our bank reversed the transaction. I noticed too late that the money hadn't come out of my bank so I called and was informed of the error. They then resent the transaction again to my bank and called me a week later to tell me that it was again refused by my bank. I agreed for the 3rd time to send the payment through. I found out today that the second time was fine and now I will have two mortgage payments will be coming out of my account in less than a week. No one can tell me what the issue is and my credit score has taken a HUGE hit!!!! I keep asking to speak to a supervisor and no one is ever available to talk to me. I am not one to generally leave reviews but this is ridiculous and defiantly a BUYER BEWARE issue.

Our mortgage loan was sold to this company, and it has been a NIGHTMARE! This is the worst customer service ever!!! Good luck trying to talk to someone, and when you finally do talk to someone, they are so rude and unknowledgeable!!! If your loan gets transferred to this company, either pay off your house or refinance with a different company!

Most of the customer service is a joke. I have never dealt with a company that refused to work with you. All I kept hearing is we CAN'T do that or you CAN'T do that. Not once did they say we can help you. This company is the worst company I have ever had to deal with. When you ask to talk to a supervisor they said we CAN'T do that but, someone will call you back in 24 hours. Well, no one called back within 24 hours. I would give them a negative star rating if that was possible.

Terrible, awful, how can companies like this exist. They said Escrow payoffs take 3 days, I sent a request in on April 26th, it's now May 3rd still no sign of the payoff, don't bother emailing them about an update they say that will just make it take longer, youre dealing with time sensitive services, garbage company

Absolutely worst company and no costumer service. Extremely long wait times, send you round and round, drop your calls. They take payments even after you ve canceled your payment and payout your loan and then say they will reimburse you after several dropped calls and waits on the line for over an hour. To make it worse somehow they will overnight you a letter asking you to refinance with them but you won t receive the reimbursement check for months.

I had an issue with them but they resolved it well. It took them a long time, but I don't know how the mortgage servicing industry works or what kind of wasteful and pointless regulatory burden they bear so I'll give them the benefit of the doubt. They resolved the issue well it just took a while.

Horrible service.

If anything goes wrong with your account, anything at all, they lock you out of the online portal so you don t have any information, and require you to call In and wait on hold for a half hour.

They call you, but just with an automated message to call them. Then, you get a message that they are experiencing high call volumes.

They take any excuse to hold payments and report you as delinquent... they make changes, don t tell you, then back out all your overpayments for three months and report you as 120 days past due because it doesn t reconcile.

If they ask you to refinance at a lower interest rate, don t do it. The process was horrible and now I m locked in again. I should have gone somewhere else.

I thought, maybe if I can get them to send me my statements via email every month, I can keep better track of this and it won t go wrong like last time, so I let them refinance it. I still can t get them to send me statements via email. I live in fear they re going to change something and then not apply my payments because it doesn t reconcile.

I emailed and called, begging for info about how to make my first payment. They finally sent me a statement, showing a payment due a month later than projected. I called and verified. Started making my payments, rounded up for ease.

One day, after 3 months, they decided I had missed a payment to the shell-corporation who held my account for that lost month I had asked about. They marked all my payments as unable to reconcile , and reported me as 3 months past due.

No ethics. No accountability.

I have had every payment sent in for several months now mis-allocated. Every time I call in another "supervisor" promises to fix it. Every time nothing happens.

So right now, I am currently on hold AGAIN waiting for another supervisor to make another promise. And my account is listed as being behind on payments, while they hold several thousands of dollars in "reserve" instead of applying them to the payments.

The only person who seems to have any moral interest in fixing my account is Sheryl in the Collections department. Unfortunately, she isn't able to do it all herself. It has to fixed by a customer service officer... You know, the ones who don't care AT ALL

Don t ever go out of your way to get a loan through this company. They are complete trash. We unfortunately had our mortgage bought out by these clowns and have had nothing but trouble and piss poor customer service.

I m learning that they are either incompetent or unethical...perhaps both. They acquired my loan in July. They claim they didn t receive all paper work from the previous lender until around October but during this time I was attempting to do a modification and had started the process with the original lender. It took them over 4 months to tell me they couldn t modify the loan. Why did it take that long??? Of course during the modification period they don t want you to make payments because that suggests you don t need assistance. And that means it has hit my credit as late payments for 5 months. They informed that foreclosure proceedings had not started so I could pay the late payments if I intended to keep the home. This is a secondary home so I decided to sell it. I got an immediate cash offer on the home within a few days and we were scheduled to close on Dec. 30th. I contacted them to let them know I had a contract on the property and the date of the closing so they wouldn t begin the foreclosure process since it would be paid off in 2 weeks. They said it had not started so they would note that I m selling on the 30th. The title company and I both requested a payoff on Dec. 20th. I had to call multiple times for it and was always told it was being processed and would be sent by the end of business. Fast forward to yesterday and the title company still had not received the payoff. I contacted LoanCare and told them we were scheduled to close that morning in less than an hour and we had been given the runaround for this payoff for 10 days and still hadn t received it. They tell me that my loan was sent to the foreclosure attorney on Saturday the 28th and I would have to get the payoff from them! WHAT??? So basically they held up providing the payoff and rushed to gather the documents to send to the foreclosure attorney in an effort I m sure to collect more money by tacking on additional fees, interest, and the possibility of me losing the home so they can resell. Whatever the rational is, it s unethical when I could have remedied the default on the entire loan yesterday and there would have been no reason to send to foreclosure. Now I m in limbo waiting for them to send the numbers to the attorney before I can close. I even spoke to them Saturday about the payoff, obviously while they were scheming to get my file sent to the attorney, and customer service said it has been processed and the title company would have it Monday morning. They are liars and unethical so if you don t have to deal with them, please don t!! I would give 0 stars if I could. I will look into if they proceeded with my account properly or if any state laws were broken with the way they held up the sell of the home in an effort to get more money out of me.

This company is HORRIBLE. They lost 2 of my mortgage payments after paying my mortgage through my bank the same way for the past 4 years. For the last 2.5 months I ve been calling multiple times/week trying to get this resolved. My credit score has dropped over 75 points because it shows my mortgage has been delinquent for greater than 60 days . I have made all the payments on time AND the money has been removed from my account-yet loancare is unable to locate the money. The customer service is the worst I ve ever experienced. Now when you call they just hang up without ever being able to speak to a representative. Unless you plan on hiring a lawyer don t get your mortgage through loancare.

Mistakes happen. They took over my mortgage and on the first payment they took an extra $1865 out of my checking account, causing it to overdraft. When I called them I expected them to be apologetic and make things right. Instead they seemed annoyed (I'm making a big deal of nothing, right?) and said I need to wait at least 7 business days for the money to go back in! It's been 6 days now - strange that the money comes out in one day but takes 7 to go back in? I think it's unreasonable to have that much money taken for a week - looks like they have done it to a number of people. Very disappointed and it's only week one with Loan Care!

Boiler room scammers ... had to call my State's Attorney General on them... Deceptive, dishonest "agents". You really have to record these crooks when they call (if you tell them you are recording, they get abusive but try to clean up... ABSOLUTELY THE WORST "MORTGAGE COMPANY" EVER !!!! HOW DO THEY POSSIBLY STAY IN BUSINESS !?!?

Terrible experience since LoanCare took over my loan from another organization. I made my first payment on 1/11 and then also set up for autodraft to start the following month. My confirmation showed a start date of 2/9. Then on 1/13 my Mortgage payment pulled again in top of the one that I had already made on 1/11. Not sure about most people but making two mortgage payments in month is not something people can do, especially these days.
So I called LoanCare for help. The first 3 people I talked to ended with a manager who said she would need me to find proof of what I was saying. Got.my proof and callee back to be told by a different person there was nothing they could do and a fee of $40 would be applied if the second payment was returned.
All I wanted was to ensure I never missed a payment and because I used the app (one of their people advised me to only use the phone to make payments) I was penalized.

Have been waiting for a call back for a month no one ever calls back and I call in every day and never get help. Horrible company would never reccomend to anyone!!!

Worst loan service company ever! They took over servicing a mortgage that had no issues in 10 years. Have spent weeks calling, writing, and emailing evidence of first payment for which they have not credited us. Totally useless or incompetent staff who do nothing. Every promise they've made to correct our account was a lie. There needs to be an investigation of this dirty company by federal authorities.

Looking to refinance my loan with another mortgage company just to get out from having to deal with these people. Our mortgage was sold to Loancare a couple months after we purchased our home. We purchased a fixer upper for a reasonable price - 4 years later we ve replaced the roof, painted the house, installed new wood flooring throughout the entire house, brand new appliances, brand new kitchen, new bathrooms, new AC unit... we basically have a brand new house which has cost us over 90k in renovations. Homes in my neighborhood are selling over 450k. I was advised by their customer service dept. to pay for an appraisal to remove PMI. I went ahead and sent check to loancare - they don t allow you to know anything about the appraiser - no phone number, no company name, no information is provided to the homeowners except appointment time. This should have been a red flag. To make the long story short just spoke to customer service and our home appraisal came back almost 50k less than what a neighbor just sold their house for (our exact model) They appraised our 5 bedroom 2800 sq ft house like a 3 bedroom 1600 sq ft home. For those of you trying to remove PMI because you ve done renovations to your home save yourself the trouble and the $450 and refinance with another mortgage company!

This company is horrible, they straight up ROB their clients, we are first time homebuyers and just closed on our house two months ago, now we got our next bill for payment and found out they are charging an escrow shortage because supposedly their escrow department received information that our hazard insurance premium had increased which is NOT TRUE once we spoke to our insurance provider they made it clear to us that was inaccurate. Now they are requesting documentation to get this corrected and after speaking to their customer service department that by the way hung up on us 3 TIMES when they finally took the time to speak to us told us it is their policy that if we want to have this issue address we have to fix it ourselves or make the payments are you kidding me? How ridiculous is that? They are thieves and we are looking to move on from this terrible company either through legal action or any other means.

My flood and homeowner's insurance is an escrow disbursement from LoanCare LLC and they will wait until the last minute to pay it EVERY. SINGLE. TIME. My insurance agent contacted me to let me know there are 5 days left to pay my flood insurance before the policy is canceled. They have been sent 2 notices to pay and they wait until almost the last day every time. My agent let me know that most mortgage companies will send an escrow disbursement in over a month ahead of time and told me he had never seen such poor behavior from a mortgage company.

Now, I've been on the phone for 12 minutes and just now got to a hold queue after having to go through 9 different menus to get to the right place. Crappiest company I have ever had the displeasure of dealing with. This is only one of MANY issues I've had with this company but the most worthy of a bad review.

I have tried to open an account to make my payments online five years ago, and this year. This website never works. Waste of time

Our mortgage was just transferred to this company. I signed up online to have account access and it doesn t work. I have been trying to get a hold of an actual person for over a week with no luck. This place is ridiculous!

This company is horribly inept and dishonest. They are unwilling to acknowledge their mistakes and happy to let your credit report suffer as a result. Before you close on a mortgage you must make sure that there is no chance that this company will ever be servicing your loan. I cannot emphasize enough how important this is!

if I could give negative stars I would. Hurricane Irma was on the way and the week before it hit all my trips cancelled .I am a full time fishing guide and the breadwinner for my family. I contacted Loancare they took my information and said someone would call me back. they did, but the line was empty every time I answered. I called back and got reprimanded because I didn't answer their calls... WTH?? After a week of run around I finally got through and the call center was loud, the others taking calls were laughing loudly and the whole experience was maddening. I finally got a number to loancare directly (not the call center)The options they offered were not really help. Option 1 no payments for 3 months, but must come current at the end of the 3 months or negative reports to the credit bureau. Or loan modification and negative reports to the credit bureau... With all the press I'm not sure how long its going to take for people to begin planning their trips to the Tampa area again. After being with with company for 12 years with not one late payment this is how they help! Thanks but no thanks. I am refinancing and urge everyone how has them servicing their loan to do the same. The only reason they have a 1.1 star rating is because there is not a half or zero star option. If my business had this rating I would no longer be in business. Thanks for nothing and making me feel like a loan number!
I'm sure their social media guy will respond with the same standard response he has used with other bad reviews, save your keystrokes man unless you have a viable option I don't care!

Worst customer service ever. I had to file a complaint with the Maryland Attorney General, and LoanCare responded with the typical cover your ass response. All they care about is collecting their fee for servicing your mortgage. I am half tempted to refinance with another company just to get away from them. Somebody needs to lead the charge for a class action lawsuit.

I,m going to be open and honest they straitened up. At first just because i read reviews. i was alarmed and frustrated when in found out my loan was transferred to Loan Care.
Come to find out when it came to getting me through a loan modification because i was close to loosing my home from the previous mortgage company. They were very pleasant and caring with their guidance. When calling once getting through the phone prompts the wait was usually less than 5 minutes.
Just keep in mind we now live in a culture to where if you do your part and due diligence at doing what you supposed to do like constructive research, every thing usually works out . In this time and age you cannot afford to play a victim.

My mortgage was sold to them and it's been horrendous ever since. Something on their website won't allow the login credentials to save and their whole site is antiquated and cumbersome. To add insult to injury, their website NEVER loads correctly and freezes up every time I try to log off. Their customer service line is an absolute joke but, let me tell you, when you haven't made a payment online because the website crapped out on you AGAIN (and paying over the phone comes with a hefty fee), they'll absolutely call you at least twice a day to let you know you're behind. I'd give 0 stars if I could and sincerely hope they either improve their whole structure and/or sell my mortgage to someone else.

Unfortunately 0 stars is not an option. This has been the worst company to deal with! When refinancing, attempting to get a payoff statement from them was way more difficult then it should ve been. It took multiple calls and emails to finally get a payoff statement. Then, once my payoff was sent to them by my title company, it was short and they rejected the entire payoff. They said they sent a noticed to me that my payoff was rejected, but I did not receive any such notice. Once I finally called them to figure out what was going on, that is when they finally told me the payoff was short and rejected, and oh by the way you ve been sent to the credit bureaus that your account is delinquent. It makes no sense that you would send your customer to the credit bureaus when they missed a payment when they re trying to pay their loan IN FULL!!! When I ve called them multiple times to have the delinquency removed, they stated they only take off delinquencies when it s their fault, and they re not a fault. They have no customer service their customer service reps are rude and unknowledgeable when you call. STAY AWAY FROM THIS COMPANY if you have a choice!

So I escrow my flood insurance, Loancare sent the insurance company a check for less than half of what the premium actually cost. By the time I received a letter from the insurance company, they had already canceled my insurance. So thanks Loancare, now I have to get a flood insurance policy that costs more. Terrible company, I'm planning on refinancing just to get away from them. I can only hope the next mortgage company doesn't sell the loan back to Loancare.

UPDATE: I contacted the email they suggested I write to and as expected I received NO response... Nothing... They probably just send that response to negative reviews just to try and make themselves look better.

ANOTHER UPDATE: The new policy's premium is $1849. Loancare decides to send them $1215 out of my escrow for some ungodly reason. Then a couple days later they send them $1849 out of my escrow so now I'm short $1215 plus the $635 they sent out for the old policy.

Good to know I'm not alone in this. My mortgage billing service was recently switched to this company. The customer service is awful, there is no transparency whatsoever, no explanation of charges or policies, no offer of helpful information at all. When a bill had gone past due the rep said "she" (the company I guess?) "would not accept my payment". I was then offered a convoluted process whereby I would provide pages of personal information, in the hopes that by the goodness of their hearts and within 30-45 days, they would take pity on me. I will have to find out what my recourse is here, because this company would have me believe they have me by the wallet and its their way or the (foreclosure) highway. Stay away.

Awful mortgage they don t answer correctly, that are sharks trying to get your home even if you post payments. They don t care their website work really bad.

Called about 7 times and they still haven t applied my money from a Escrow account that I don t even have. They won t put the money towards my payment so it s making me two months late they re charging me late fees. Every time I call they say they re going to fix the problem then when I call back after two weeks they still say the problem is not fixed and I have to put in a request. $602 sitting in account that I don t even have. Makes no sense to me. Wish That somebody from here would call me and get this!!! ASAP!!!

For the last eight months I have been corresponding with Loancare to resolve their claim that I do not have adequate flood coverage. I have repeatedly talked with their agents who agree that my coverage is adequate, but then again received another notice. I have repeatedly submitted my policies to their website. A complaint was registered with the BBB and the consumer protection agency. After a lengthy period of correspondence, I was assured that my account would be updated to show that I have adequate coverage. Today I received another notice. I feel harrassed.

Review sites really need to allow 0 stars... anyway...
Horrible response time to multiple electronically written inquiries - we're talking WEEKS to turnaround simple inquiries - many of these before the alleged COVID 19 disruptions to operations. Some were never replied to at all. Horrible customer service over the phone (long wait times, runarounds, associates unable to answer questions, multiple department transfers). I am glad I refinanced and am with a new servicer. If I ever find my loan back in their 'care', I'll be sure to file complaints and objections.

Correct per below comments. Website registration fails. Documentation provided when someone (sold my loan to this company) is poor and probably initially setup prior to my birth, and their automated call routing system has numerous flaws. Even if they made a penny off my loan, they should probably sell everything as it seems they couldn't meet customer demands and scale their application correctly. Enterprise application flaws just means they cannot manage money correctly.

Our home loan was just sold to this company, Loancare LLC, and it has been a nightmare already. The first month with them, I was given very little information on my account and was told to wait for my welcome package . I refuse to pay my bills late so I mailed a check for them to receive it on my due date. 14 days go past and I called Loancare because the money was still in my account, I was told they hadn t received my check yet and then I was told if not paid before the next day, I d have a late fee (even though in my state late fees are illegal when transferring loans for the first 60 days) so when I asked if I should cancel my check with my bank and pay online that day, the person with Loancare said yes because the check was probably lost in the mail. I logged in on my Loancare account the next day, and the online portal was showing I made 2 payments! I called Loancare again and the lady said they received my check conveniently the day prior, even though I was told they hadn t. My bank didn t let them double dip into my account thankfully. Fast forward to this month, only my 2nd month with them, and my bill arrives with a random $20 fee. I email the company and they wait till closing time to email me back letting me know they were closed for the weekend and someone will get ahold of me next week. I do some digging and find out the $20 fee is for a returned check! This company is hilarious! They don t realize I have all the time in the world for their antics and have worked entirely too hard in life to be swindled by greasy grimy punks like them.

Poor service ... Been trying for the last 4 hours to talk to some evertime its a different recording saying you have a 10 min wait till it saying might be an hour wait . Gave me an option to leave number and get a call back still nothing .errrr

This company either bought out PPH Mortage or is affiliated through PPH Mortgage.
FYI, accounts through PPH Mortgage company are now handled by Loan care LLC because PPH is being sued for $109 million
Through this transaction Loan care is raising mortgage rates up almost 12%

Class action lawsuit here folks. Be careful how you deal with these folks...

If your mortgage is raised due to these careless, negligent people, send any paperwork you receive from them to;

Consumer Financial Protection Bureau
CFPB

170O G Street, NW
Washington, DC 20552

Let's expose their fraud!!!

Terrible! Can't contact them to talk. Automated phone system put you through a rabbit hole of options and leaves you with no way to talk to a person after 5 minutes! Payments seem to fluctuate year to year. As if they can't figure out what I should have been paying the previous years so they have to prorate and add hundreds of dollars to my mortgage payment. For this year. It makes no sense.
Left my # for call back and SURPRISE SURPRISE they did not call back.

After my mortgage was sold to them, I was forced to listen to (so far) 30 minutes of nonsense. None of the options from which to choose by hitting 1, 2 or 3 were
even remotely related to my concerns. When I hit 0, I was disconnected.

Difficult to work with. First time EVER I was discouraged from paying my mortgage ahead UNLESS I want to sign up with their auto pay company for $295 enrollment fee and 5.95 a month JUST to pay my mortgage. Ridiculous

There should be an option for ZERO stars. Their customer service is horrible. Will be refinancing as soon as possible.

ZERO STARS!!!! IT'S MY MORTGAGE AND I CAN EVEN GET SOMEONE ON THE PHONE. THANKS TIAA FOR TRANSFERRING TO THIS AWFUL COMPANY

If there were an option for ZERO stars, I'd use it. My loan was sold to this ridiculous "company" who can't do the only thing they are supposed to do - apply my payments to my account. They cash my checks, applied my payment to the wrong loan number, and after NINE phone calls, I'm still waiting more than 45 days later to get it corrected. Every person I talk to there is completely useless and they continually LIE to me saying the issue will be corrected "in the next 5 days". This has been going on for almost 2 months now, so now I get to pay my attorney to write a letter to get it corrected. I'll be pursuing legal action against this awful company!

Customer service from this company is a joke. It is nearly impossible to get ahold of anyone to discuss my account information. Our mortgage was recently transferred to LoanCare, LLC from our old mortgage servicer. Never in my life have I experienced such abysmal customer service from a company, particularly a company that can ultimately decide whether or not I can keep my home!

To begin, trying to reach a customer service representative is next to impossible. When you call the 800 number, their auto attendant is misleading and often runs you in circles. There is not immediately an option to speak with a customer service representative. I have found myself pressing any button I can think of in hopes it might lead me to the option of speaking with a real human. And even if I do happen to stumble upon that option, more often than not the call is AUTOMATICALLY DISCONNECTED. After spending nearly 7 minutes trying to find someone to speak to, having your call unceremoniously dumped is beyond infuriating. The two times I have been able to speak to an actual customer service representative were so purely by accident that I couldn't possibly replicate how I got there.

They recommend that you instead email them, which I also did. They claim they need up to 3 business days just to review your inquiry, which is absolutely unsatisfactory when it comes to issues with your mortgage. Even so, I never received an email response back.

If anyone from LoanCare is reading these, I'm begging you to fix your auto attendant. It's 2020 - there is absolutely no excuse for this.

I wish there was a way to do negative stars. This is the absolute worst mortgage company I have EVER been forced to use. The only phone number they offer is a matrix of useless information that is intentionally designed to make it impossible to navigate to a live operator. If there is anything about your account that requires research, forget EVER getting a phone call back. My experience with this horrible company was in regards to a payment that was made that was not credited to my account, after a MONTH, this was still not resolved even though they acknowledge the payment was made, and they did received it and cashed it. They make arbitrary deadlines to resolve issues, and don't keep them, they make promises they don't keep. Congress needs to pass laws to hold company's like this held accountable by allowing people to more easily sue them for terrible or slow service. People should also be able switch to other lenders, fee free, at anytime when they get terrible service such as what is offered by LoanCare. Next stop, BBB.

I have been trying to reach someone capable of fix the errors on my account for over 6 month.I am honestly shocked with this company.I have been on hold countless hours and receive letters and calls claiming that my account is months past due despite the fact that I have receipt from my bank that they are getting my payments.During covid19 pandemic, I got a forbearance May,2020.After four months, I got a deferment, which was approved, I signed and notarized all documents on November,2020.They placed that money in another person's account and after all this month still do not have a resolution. Now, I am receiving letters saying that I am pass due, that I could lose my home! Your company did not properly credit the payments that I made.How can so many people including supervisor not be on the same page within a company? As today I am filing multiples complaint.I never write a reviews, but this company is absolutely the worst.

Update: 10/2020
Renewing my one star review because I have never had such a bad experience with any company in my entire life, and in this case I have absolutely no say because LoanCare buys out mortgages without needing any consent from the homeowner. Anyway, they didn't pay my insurance from my escrow and now I'm getting a collections notice from my Insurance company EVEN THOUGH I have never missed a payment. Cheers to this awful company!

EDIT:
Despite notes below by Loancare, I still cannot get any kind of response and no one has reached out to me. I've tried reaching out directly to the escrow dept ; the social media support that is replying to reviews, and just general support. Its been 2+ months, dead air.

Original Review (Nov 2019):

They bought my loan, and underestimated my escrow VASTLY on my second year. They also got the withdraw dates wrong, so they didn't factor in my entire winter tax payment at all. This made the escrow go negative, and my escrow payment went up $300 a month to pay the deficit and account for the new estimate. My mortgage, escrow included was only $687 prior to this, making for a nearly 50% increase.

I have sent 6 emails over the last month without a single response. Once via the escrow inquiry form, a couple to the social media support email, and several others to customer support. They were all worded kindly, and I was trying to be patient but this is ridiculous. I also called once about it before I fully understood all of the mistakes / factors involved in the increase, and the person who answered was incredibly rude and basically blamed me and didn't offer any kind of help, or anyone I could talk to to better understand why this happened. This has literally been the worst customer service experience I have ever had, and I didn't volunteer to work with them either, they bought my loan from the mortgage lender.

This loan service "company" (Can it even be called one) is terrible. Normal loans companies allow you to pay within the 1st to the 15th of the month without late fees, but if after the 4th with this place, you start getting charged service fees (really late fees) for no apparent reason other than to siphon money off of people. Or if you pay on the 4th after 1000 PM EST and its a week day or if its the 3rd on a Friday after 1000 PM EST, they charge you because they can't process anything on the weekends... Heard this wasn't legal with VA loans, but here they are charging away. Didn't have a choice either as the loan was bought out by this garbage loan company. Would do zero stars if I could and can't wait to be done with them.

I could not be angrier with this company. Have never written a review before, but I can't stop myself. These people have risked the safety of my home and family with their incompetence. THEY DIDN'T PAY OUR HOME INSURANCE OUT OF ESCROW!!!!! WHICH THEY ARE SUPPOSED TO DO!!

Absolutely terrible. I used a biweekly direct deposit for my mortgage. After approxiamtely two months, it was brought to my attention that the money was paid to the principle, not my mortgage payment and then had the audacity to charge me a late fee. I am terribly dissapointed. My previous lender was Quicken Loans and service was impecable. Having previously worked for the Consumer Financial Protection Bureau, I think it may behoove those who have been affected by this company to compact the CFPB to see if these practices are in compliance with federal regulations.

I didn't presume to make judgements against this firm initially since all I do is pay them a mortgage monthly. Then I was a bit late last year and called to notify them. They said no worries we won't report you since you get a freebe once a year. Come to find out they did report me so I wasted my time calling them in addition they lied to me... Credit is such a joke in this country. Not that more folks should get it without question but instead maybe more evaluation of humanity's plight through our economic system. And after maybe a more meaningful adherent credit system.

as expected they took out the money twice for my mortgage without any consent!

The ABSOLUTE WORST COMPANY TO DEAL WITH IN THE MORTGAGE INDUSTRY. THIS COMPANY SHOULD BE SHUT DOWN. HOW DO YOU PUT LESS THAN ONE STAR.

This is the absolute WORST loan company I have every notarized for.
I am a notary and notarized a Loan Modification for some clients of theirs back in June and to date I still have not received payment for my invoice.
I have called so many times and every single time its something different, either they can't help me because I don't have "authorization" to speak with them or it is the wrong department and they "can't" transfer me to the right department. All my questions are answered with " I have no idea" I just want my invoice paid! I'm wondering if actual people work there or if they're just robots who are hired to give you the run around....HORRIBLE CUSTOMER SERVICE!!!

ZERO STARS!!!!!!!!!! I'm so pissed already with this janky company! Our mortgage was sold to you guys and we never received one single piece of correspondence from you! Like, THE FREAKING MORTGAGE STATEMENT AT MINIMAL would be nice! Now, I've been waiting on the phone for NEARLY AN HOUR trying to reach an operator to get my account number. And your website SUCKS as much as this poor customer service! I selected the option to look up my account using the old account number and even THAT doesn't work! I am so livid and I hate that we are stuck with this company!!

Incredibly rude and incompetent customer service. Have double charged me not once, but TWICE after I have cancelled autopay. On hold half hour to be transferred to a manager, so I just am handling things with my trusted bank Once again. I have THANKFULLY refinanced yesterday, praise the Lord. Would not use this company or recommend to anyone , and had I done more research before my broker used them, would have vetoed that from the getgo. Good luck

i cant get of hold of anybody from loancare i sent you a email and nobody is calling or email me back i dont want my payment to be late

This business is a scam. They will rob your banking account blind.

As others have said, there is no way to contact this company besides calling a 1-800 number. And if you do call that 1-800 number, do not be surprised if you are put on hold for up to a few hours. There seems to be a problem with insurance every year, and every year they try to put forced placed insurance on my house, and every year I have to spend hours on hold calling them to resolve these issues.

God forbid if some non-tech savy grandparent signed up with you guys, otherwise they would pay thousands extra per year on insurance they dont need without realizing it. The cynic in me says this may be done on purpose to scam unsuspecting customers...

There is a reason why this company has 1.4 stars on google, and it's probably justified.

I started an injuiry as to how to remove our PMI due to home values rising on 11/23/20, and cannot get through to a HUMAN voice, just recording and then to FULL MAILBOXES that are unable to take calls.

They literally LOST two of my payments. I've had an open ticket with their "Payment research" now for weeks. I have provided everything they asked for, bank statements, PAYMENT CONFIRMATION DOCUMENTS FROM MY BANK TO THEIR BANK, screen shots of the money leaving my account etc. Meanwhile I'm getting bombarded with robot calls and letters talking about foreclosure. Such piss poor management of people mortgages should honestly be illegal.

This company is TERRIBLE and committing fraud. My husband and I have been calling them since the beginning of 2019 reporting that they haven't paid our city taxes. They are admitting that they have yet to pay this and every time we call they do NOTHING. They always state they will ''escalate" the issue. They have waited so long that we now, as the home owners, have to pay the city tax out of pocket just so our home doesn't go to sales tax in the paper, which it is scheduled to do in the next two days. LoanCare SUCKS. If this isn't paid in the next business day, my husband and I will be taking legal action.

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.

I had to call my previous mortgage company to get my account number for this company! I rec'd several FedEx packages from Loan Care trying to get me to refinance but I can't get anyone to answer the phone. Outrageous. If you've been switched to this company CALL YOUR HOMEOWNERS INSURANCE COMPANY to make sure your insurance is actually being paid. At this point I don't know because no one will answer the phone! If I could give less than one star I would. And unfortunately for my family we can't afford to refinance to get away from this business.

impossible to get anywhere with this company.automated service awful. Customer service representatives useless

There are no people to talk to when you have a question! Then you send them a message, and they just tell you to call the automated number!

These folks at loancare servicing are the most incompetent reps. They drag process on with imperfect information.

Ive been trying to reach someone at this company for about 1 year now. There is no actual person to talk to, their system is fully automated and they don't respond to emails. I would honestly give them 0 stars.

Fast and friendly customer service. I am not sure if they recently made changes as I see all of these bad reviews, but they have always answered my questions and even called me back within 10 minutes of starting a large inquiry about my escrow. Basically, I received a refund check for overage, but was concerned that my flood insurance had not been included as the renewal had not yet been sent; it was later confirmed that the insurance was in there and the money was mine! They seem to have it down to a science. I would disregard a lot of the bad reviews.

Horrible service. My loan was sold to them 2 months ago and I have been contacting them for 3 weeks now because they will not adjust my payment to the amount reflected on the most recent analysis. When you call them they assure you that they are fixing it and nothing happens. The customer advocate program is a joke too.

As someone educated in real estate, I know my rights. If this problem is not solved by today, I am going to contact the attorney general, the Federal Trade Comission, and the Consumer Financial Protection Bureau.