MyLoanCare Review

I work with a lot of mortgage/servicing companies in my line of work. This one defines the term "worst". I was on hold for 34 minutes just to get through to someone and I finally gave up. The management of this call center should all be terminated and people who actually understand how to staff/manage a call center should be put in place.

If email is the only recommended channel for communications as responses to these reviews suggest, this should be communicated in correspondence from LoanCare. I've been receiving annual notices to provide insurance information or requirements to purchase additional policies, with the threat that it will be bought for me if I don't comply. I have been unable to contact LoanCare through any of the phone numbers I've found to resolve confusion around this, and have resorted to trying email. This should not be standard practice. Customers - don't be afraid to call the Better Business Bureau to mediate.

By far the worst robo press these buttons for this this and this I've ever had to get through. It was almost 5 minutes after I selected to talk to a person before it actually put me in line to start waiting.

This is absolutely the worst loan company ever. Can I give negative stars? I don't even know where to begin with how horrible their customer service and knowledge of finances are, but here goes. They had a policy change this spring that they did not notify anyone about, where they now only accept one payment a month. I had been making half payments every two weeks, so when this policy went into effect, it caused one of my half payments to be applied to my loan principal, and subsequently for my account to become delinquent. I noticed this May 16, 2019, and it took six phone calls over six weeks to get it resolved on July 1, 2019. Each representative I spoke with gave a different reason as to why my half payment hadn't been reversed. As of July 9, 2019, my account still shows as past due, and my July 1 (full) payment has not posted as of July 9, 2019. This electronic payment came out of my bank on July 1, 2019, and was supposedly to LoanCare on July 3. I have tried to call twice today, only to have the automated system say they have high call volume (go figure, they mess everything up), and wait times exceed an hour. I have put my number in for a call back each time, with no call. This isn't unexpected, because no one ever returned my calls when I was dealing with my first issue from May to July 1. The only time I ever got through quickly was when I got up early on a Saturday morning and called when they opened at 8am. I asked the representative to have a supervisor call me on Monday because the representative could not fix my issue, and stated I was tired of calling in and waiting over an hour. Her response to me was, "You got through pretty quick today, didn't you?" Completely unprofessional, and the supervisor never called. My advice is, get away from this company as fast as you can, because they are the most mismanaged, inept, inconsiderate, rude liars I have ever encountered. I cannot refinance my loan quickly enough at this point!! And if someone from LoanCare sees this, please do not tell me to email or call, because I know that will not get a response. I am going to make a detailed complaint with the notes I have been keeping to the BBB, the Virginia Attorney General, and anyone else I can think of. This sham company has to be stopped.

Abuses my email by sending promotional offers and duplicate monthly statements all without asking me to opt-in. Additionally, the unsubscribe link does not work, so a series a phone prompts and holds was required to unsubscribe from a list I never opted to receive. I expect better in the year 2020.

Awful customer service. Can t even get a person on the phone. Left my number on their automated system numerous times. No call back. this also isn t the first time it s happened. Loancare, please sell my mortgage to another company.

Just found out they havent paid our home owners insurance renewal...this better be resolved ASAP!

Horrible customer service.It took them over 3 months to resolve a situation that should have taken maybe a week to resolve but they do not communicate within and you end up calling up to 5 times a week until you have to be nasty to get anything done.I was in the process to re finance through them but have decided to go elsewhere to avoid such a horrible company.They do not care about you the customer.

They do not answer the phone!!! Do not go with this company.

Incompetent handling of my mortgage, on time monthly payments not recorded and mishandled payments out of my escrow account. Customer service was unable to answer simple questions. Loancare reported my account as delinquent causing a 110 drop in credit score!!! I proved that I never missed a payment but they did not correct their mistake of reporting that my account was delinquent and I'm still fighting to get the late fees returned. Loancare is not only incompetent but a danger to your personal finances and credit score. REFINANCE WITH ANOTHER COMPANY ASAP!

Have requested a loan payoff over 2 weeks ago In writing via email per customer service rep. Have heard nothing. After reading the terrible customer service reviews, I am not surprised. Probably not a good decision, but I have suspended monthly payments. My hope is to hear from someone soon.
I have also written my state Department of Mortgage and Lending. Good luck to the rest of you guys. This is truly a terrible customer service company.

I am in the process of refinancing my house and one of the main reasons is so I don t have to use this company again! We were 1 day from having our city taxes go to collections because they didn t pay them even after the SIX phone calls asking them to.

This company is absolutely horrible and they use the term "customer service" as an oxymoron because they provide no service at all. Just to get someone to answer the phone is a 30 minute wait and the personality of their phone reps is a joke.

I wouldn't wish these people on my worst enemy. Terrible phone tree, app that doesn't work. I've had to report them to my local state business bureau because I couldn't get a response.

Loancare is intentionally treating Veterans unfairly. I've been trying to request service on my VA loan and their representatives are unable to present me with options I am entitled to. I sent information in over three weeks ago proving my case which have gone unanswered. I've requested a supervisor return call and nothing. Completely disgraceful. Avoid this company at all costs.

I called LoanCare's Customer Service number to inquire about paying off my mortgage early. I had to navigate a series of menus and submenus, since none of their menu options referenced my specific issue. Unlike most telephone triage systems, LoanCare's did not include a "for all other questions, press ___ or remain on the line for an agent to assist you". Quite the opposite in fact, I heard messages such as "we are experiencing heavy call volume and extended wait times. You should call back later in the week when our volume of calls is lighter" , "You can handle many questions at our website ..." and the now virtually guaranteed COVID-19 excuse: "We are committed to the safety of our employees ,,, ".

After 5-6 minutes of this, I heard "If you wish to use our call-back service, please leave a number where the next available agent can reach you". Accordingly, I left my number, noting that the triage system gave no indication of how long I may need to wait for such a call.

The events I just described happened over 1 week ago. I've received no call back as of today.

Frustrating telephone triage systems are not unique to LoanCare. However, theirs reaches a new bottom. It is difficult to reach any conclusion about LoanCare Customer Service other than "leave us alone, we really don't give a whit about your issue".

I am honestly shocked that they have not been shut down. This company is the worst company I have ever had the displeasure of working with. 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 form my bank that they are cashing my checks.

The worst customer service EVER!!!!!! I have been calling Lakeview for two weeks now trying to have escrow payments made ASAP in order to close on my refi loan. I have gotten different answer EACH time I have spoken with a rep from Lakeview. Manager callbacks NEVER help. THE WORST EVER!!!!

If there were an option for 0 stars, they'd get it.

Very unhelpful 1800 number. Account locked out, the 1800 menu is not allowing me to talk to a technical support person to fix this.

So incompetent! Called to see if they received my check. They said they did and it would clear in my bank the next day. A week later, it still didn't clear, so I call again. I was told they never received any check from me. My statement in the mail had something was not up to date, so I was very confused. I gave it another week and my check cleared, and so did the month-old check that I mailed into my previous mortgage company that they bought. So they ended up cashing BOTH checks at the very same day, even though one wasn't even made out to them, which caused me to overdraft in my bank

The worst! They did not credit me with the payment. It took months to resolve

Diane , instead of putting a stupid email address to respond to all these issues with your company, put a direct phone number instead.
You might actually get your rating out of the dump then.

BEWARE!!! Worst mortgage company ever! Pray that your loan does NOT get sold to this company! Because YOU WILL eventually have problems.

Avoid dealing with this company no matter what you have to do. I refinanced my mortgage with a very reputable credit union who in turn has loancare servicing the loan. The screwed up my escrow, then the town issues a refund and they then in turn changed my mortgage by 400.00 monthly for escrow. I have been trying to deal with this for a month and have had to hire an attorney. They do it have a customer service line to speak to a live agent, you must email and wait for a response that never comes. I have never in my life experienced such a shady company. I am hopeful the credit union will cease doing business with them knowing these things are happening.

TERRIBLE system of getting through to talk to an actual human. I have had multiple issues with taxes not being paid on time out of my escrow account. I am currently in the process of refinancing with a different company. I would not recommend loancare to my worst enemy. STAY AWAY

Is there anybody on here in the process of suing loan care? This company needs to be demolished to the foundation they have caused problem after problem for my mortgage such as charging me mortgage insurance when I have a VA loan and not cashing the cashiers checks I send them then telling me I m a year behind on my mortgage when I ve made every payment and have all supporting documents to prove that I sent the payment they just never bothered to cash them. Tried contacting them dozens of times by phone email and even a certified letter with no response to my questions in any of the forms of contact listed above. I even got the VA involved and they ve had nothing but trouble with these people too. If anyone out there in suing these people please get in touch with me because I have a slam dunk case against them and will be going after them for every possible cent the law will allow. These people are nothing but lying scum and I have made it my life s mission to ensure they never do this to anyone again! So again if your filing a class action please let me know the more of us that get together and go after these scumbags the more likely we will be successful in shutting them down for good!

This sounds HORRIFYING!!! I Knew it was not good. My mortgage just got sold them them by DITECH. Mortgage companies have the LUXURY to pass around our mortgages like hot potatoes. It is a great way to keep us uninformed, in the dark, to steal our money that we are trying to pay towards the principle....there are too many negative experiences here..Too many! I cannot do this. I am going to find a local credit union and pay the closing cost..at least it will not be this horrible customer service. I am so sorry no one had a "top notch or stellar experience"..eye roll.

THIEVES!!! If I could choose less then on star I would. HORRIBLE service!! They have taken 3 automatic withdrawal/payments out of my account in less then one month then act like it's my fault!! I never authorized the automatic payments to begin with. I am filing a complaint with the Consumer Financial Protection Bureau, I recommend everyone do the same. If you get any information from your mortgage company that they are selling you loan to LoanCare, stop them immediately!!!

Worst customer service. My loan servicing was just transferred to this company. They have left me a voicemail every day for the last 5 days saying that I need to call them with no reason why. When I call, there is no way to reach a human being. Why call and tell me to call without any more information and with no way to reach a person?I plan to refinance elsewhere.

To start, if I could give a zero stars, I would. This will be a long thorough review and hopefully one person is able to read this and save themselves from this poor excuse of a company. This is the most unprofessional company I have ever dealt with. Had I known who the bank was selling my loan to, I would have had a lot to say about it. I don t even know where to begin. For the past 3 years it has been a fight with this company. A fight to have my taxes paid on time, my insurance paid on time, contact anyone, let alone get a response, a fight for access to my own account among many other things. There has not been one easy task from this company. The fact the didn t pay my taxes on time and never notified me of changes, my house went to sheriff sale. I had to go and pay my taxes out of pocket just to get the sheriff sale taken care of. Then I had to pay out of pocket the remainder of the unpaid balance. All the while, loancare had been receiving my monthly payment on time in full. Did loancare pay me back or knock my escrow down? No. They did not help what so ever. I am currently fighting them about my home owners insurance for the second year in a row. The exact same thing! The didn t pay my premium before the due date and my insurance lapsed. It is their responsibility to make that payment and the handle the renewal. I have been told on the phone multiple times that yes it is their responsibility to make the payment and make sure everything is in order. Yet I get a letter 2 weeks later stating I am being billed for not having insurance all the while I had no idea. I had to spend over 4 hours on the phone between loancare and my insurance to straighten out loancares mistake and to just get my insurance back on track. It is still unresolved and ongoing. They are still trying to charge me for a mistake that they made. Like how in the world can I billed for them taking my money every month on time and then not paying that money where it should be? I haven t had access to my own account for over a month now. I can never get through the automated system to where I need to actually be. It is extremely difficult to be able to talk to an actual person. I can never get a call back after being on hold for an hour at a time, then being told the call volume is high and to leave my number. Not once have I gotten a call back. I have called at the least 12 times in the past two weeks trying to gain access to my account and fix this insurance issue. I have talked to multiple people that are unable to help me. I call and get transferred to a dead end automated messaging service. I have not been contacted by customer support or technical support. I will be reporting this company to the BBB and I will also be contacting a lawyer for these matters. Long story short, this company has zero customer service abilities, zero sense of how to handle accounts, they won t make your escrow payments on time and will force you into paying them for mistakes they constantly make. For the love of god do not do business with this company. Do everything you can to avoid them.
This will probably fall on deaf ears. I m sure they will read this and not respond. If by some miracle they do, I will post an update but don t have my hopes up for any kind of resolution or response.

The customer service aspect terrible. They will give you late charges despite funds being cleared from your account days in advance and providing proof that it has been paid. For the first time ever, I have a late on my credit score. Over twenty years not one late. Terrible company. Reported them to the BBB for terrible business practices

I called to switch my homeowners insurance as I do every year. Two years running Loancare has paid the previous company and not been able to find the money. As we speak I've just been hung up on by loan care after inquiring as to where the money is. This is the second time 8ve been hung up on in the past two calls. Every agent I've spoken with has assured me that a trace has been put on the wire transfer and each time I call back no trace has been found. Loan care is sitting on my money collecting interest while my escrow is sitting short because they paid two different escrow companies. Why does this place exist?

If I could give this company negative stars I would. They are scam artists. They don't process your payments and then hit you up with fees for returned checks. They are quite possibly the worst unethical company I've ever dealt with in my life! I've contacted consumer affairs and thank God my Dad's a lawyer. Next stop, litigation! Beware of this company, nothing but trouble! Loancare, don't respond to this review with trying to help me. I've called emailed etc. You've done nothing to fix the problem. You'll be hearing from my lawyer soon enough!

Absolutely the worst company I have ever dealt with!! Rude people!! Nobody knows anything that s if you ever get anyone on the phone!! They made my house payment go up because they paid property taxes on the wrong property with my escrow money! My property was going up for auction luckily my wife checked on it !! I didn t want to give one star but I had to!!

absolute morons working in this circus. THe employees are all stupid clowns who don't even know their job. The company it self is a joke that doesn't know how to handle any of your accounts or escrow. they never paid my Home owners insurance when they claimed they did and it was disbursed to the wrong address. Absolute idiots and the worst company. I am reporting them to the BBB and so should you if you are unfortunately one of their clients.

Sent them a request through the Loancare website to get a payoff amount for my escrow balance to pass on to my refinancing loan officer as a credit for a new loan......got nowhere fast, was told via email to wait several business days/ a week..... So the wifes tried calling them to expedite this and just get the numbers over the phone and has been on hold almost an hour and still no representative to talk to... I literally just need them to confirm they got my fax and tell me some numbers on my account with them.. I only get crummy music for the remainder of the night.

You'd think if you pay the full amount on time monthly for the duration of your loan someone would at least have the courtesy to pick up the phone as if you matter.

Worst company ive ever had the displeasure of working with. Hopefully my refinance goes through so I can leave and give my money to someone who cares.

This loancare place brought my loan and never has paid the home owners insurance from escrow. My home owners insurance was going into cancel on 1-20-19 if not paid. My insurance company contacts loancare, loancare claims they will overnight at check to my insurance company which they failed to do loancare was notify on 1-16-19. On 1-18-19 I went to my home owners insurance company and paid the entire policy out of my own pocket to protect my home. This is the most ridiculously insane thing I've ever encounter in my entire life.
I would not recommend this company to anyone this could've been very serious if something happen to my home.

Worst Loan company. Have had several issues with this company and their customer service. The representatives must be under trained and their managers must really not care. Can't wait to be transferred over to a new company. Can't come soon enough. It's not even worth one star

Absolutely horrible company. I got my loan sold to them by my loan holder. No heads up at all. I called to make a payment, since as of the day of the transfer, my automated draft also got canceled. All without any notice to me. I call the provided number, the system asks a couple of questions and immediately located me. Transfers me to a representative, this person says my loan does not exists in their company. She blames the system, the same system that with only my phone number and the zip found me and then proceeded to recite me all my personal info. When I requested to speak with someone else, someone that maybe can operate a computer and find my loan, just like the automated service did, she was rude, said nobody can help me because I do not exist in her system, put me on hold, not without warning me they it will take a long time for anyone else to help me. Ran out of patience after 40 minutes of silent hold. The worst company to deal with, and nothing we can do about.

Our mortgage was sold off to these people...nothing but problems and issues.

This place is a joke! Took way more out of escrow then needed.
Several issues with them over the last couple of years. I tried calling in today to get some things sorted out and I was answered by ladies discussing their lunch plans and errands they needed to run. I assume their headset was having some problems.

Great experience working with Diane Boyd, she has been very very helpful in getting me exactly what I need. She is kind, patient and professional. Very knowledgeable. She listed to my concerns no matter how many times I repeated myself and has been there to help. Thank you Diane!! :)

Have submitted complaints to the BBB, as should ALL OF YOU. This company is beyond disgraceful. I don t even know how they re still operating. We were PAID IN FULL (at closing) for our homeowners insurance through another mortgage company when we were then BOUGHT/SOLD To Loan Care LLC (unfortunately) & apparently there was NO communication of us being paid in full when the companies transferred us, so then we get our homeowners insurance CANCELLED because they are telling me that Loan Care LLC never sent them the proof of coverage. I called my mortgage broker ASAP & he says it is 110% Loan Care LLC s fault. Who picks up a new client without checking out the details? Especially something as big as homeowners insurance.. so not only are we out the $1464 for the insurance, but we now have a cancellation AGAINST us, which is so WRONG! We paid in FULL. Then they pick out coverage for us which is even more expensive that costs another $1600.. after my complaint with the Better Business Bureau I get the most dismissive letter in the mail from Loan Care LLC basically saying they understand the situation & they re sorry, but that s about it, nothing else. So all my days I ve had to take off of work just to deal with this company & the hardship of trying to speak to someone who will actually listen, nobody is accountable for anything wrong apparently..oh & not to mention the $3000 that we re out & the cancellation against us due to no fault of our own. Spread the word !!!!! BUYER BEWARE EVERYONE GO TO THE BBB & COMPLAIN!!!!!!!!!!!!!

Joke of a company. Wish i could give zero stars. Refinance if you have them handling any financing

I have called and called, put my loan in forbearance several times and now they are saying I m passed due. They have an only automated system so do not allow you to talk to a person. I have clicked to extend and they are now saying I m not still in a forbearance???? How is this ok. During these times they are taking advantage of us.

My loan was sold to this company to my great regret. I have an urgent need to speak to a real person. I cannot get anyone on the phone. My last wait on terminal hold was over an hour! I sent an urgent email requesting they call me concerning my escrow account. No one has called and it has been five days. If I could afford to refi I would tomorrow.

Can you give zero stars? We almost lost our house because of this company! Had to pay $13,000 for their mistake and crap app and website

This is the worst company I have ever dealt with. I would give them 0 stars if I could. I have called numerous times regarding the escrow disbursements being wrong for our property tax payments and only got through to a customer service representative once. That individual was unable to help me and said I have to send a fax to their tax department, but that there was no one I could talk to or get verification from that the changes would be made so that our taxes were paid on time. He even said that they didn't even have contact information to reach someone at that department.

On top of that, I have submitted emails through their automated customer service system and received no response and sent emails to their main customer service email address and received a response that this was no longer valid. I am now left in a void of not being able to talk to anyone and having taxes due that should have been paid with my escrow account.

This is the worst loan servicing company that has worse customer support than ANY company I have ever dealt with. Yes, even worse than Comcast...

Horrible company to deal with. It took me from July until October 20th to get a response from them and even then it was inadequate. Worst customer service and worst handling of a mortgage ever. They bought my loan and it has been a complete nightmare. They have increased my mortgage payment each month since they purchased it with no explanation and refuses to respond to calls and/or emails.

Unbelievable...absolute waste of time. I m 100% disabled veteran with a property tax exemption and this company tells me it takes months to process this denying me my due monthly adjustment. 1098b a have errors too...Call to speak to someone and when you finally get them on the phone there is no resolution and want you to do everything through an e-mail request. They have have no sense of urgency in helping their customers. AVOID THIS COMPANY LIKE THE PLAGUE.

They don't communicate between departments without you calling everyday. I am trying to payoff the loan and they are making it as difficult as possible. The BBB is next after this review.

When the COVID hit, I was pleased to hear they where offering a forberance plan for customers impacted. After 2 months I knew I was not going to be able to afford my home anymore and put it up for sale. I was under contract within a week, with a closing date of July 31st. I filled out the form to be taken off the fobarence and on June 25th I was called by a customer service representative. I told her I was under contract and the house will be paid in full on July 31st. I was told that I owed the 3 months of mortgage, which I couldn't pay and asked about payment plans. Then, I was told that I wouldn't want to refinance since my house was under contract and that they were giving customers a month leeway to make the first payment so I should be fine. I called back on June 30th and talked to someone else just to make sure they knew my house was under contract. The lady told me she made a note on my account and I was good to go. July 7th my credit was hit with a 90 day late payment from Loancare and my credit dropped 75 points. I called them and spoke to a mananger and she told me there were no notes on my account and they had to report me because I was no longer on the forberance plan. 12 days after I came off the forberance plan they ruined my credit and life because their customer service representatives couldn't do their job and provide me with the information necessary to make the right decision. I thought they would be pleased that I was selling the house and they were going to be paid off. If I knew they were going to report me to the credit agency, I would have stayed on the forbearance plan. Here I am, retired military, wife and two kids, selling my home because of covid and moving across country for a lower paying job and now I can't get approved for a mortgage because my credit dropped 75 points. I am devastated and I felt like the managers I spoke to, enjoyed hearing the hurt in my voice. Why would you do this to someone, why would you ruin peoples lives in a middle of a pandemic. I see why this company has 1 star ratings on every site. Something must be done about this company.

LoanCare transferred my home loan after about a year (as is standard, I understand, and has happened 3 times prior with no issues). Only this time, LoanCare left a remark "Closed" on my account and did not complete the loan transfer appropriately. My credit score dropped 84 points because they did not transfer the loan correctly and now my interest rates for any auto/personal loans are crazy high because of what they did. All while I sat here, paying every single bill on time and more. I had perfect credit prior to this. Absolutely unbelievable.

You can t get them on the phone and if you are lucky enough to get through, you can t talk to the LoanCare pay-off department or even get simple answers. Their onsite messaging is equally futile. They usually but not always confirm your question via email saying they will get back to you, but they never do. I must ve sent 4 messages asking whether I would have to wire the pay-off amount from my life insurance company starting on July 9th. They could ve mailed it to me as they say they do on their monthly statements, but they did not provide me with any information until I set up a fax machine. I guess I could ve corresponded by snail mail, but the point is to stop paying the ridiculous $800 per month interest on the mortgage, right? If they don t have a fax number for you and they get a payoff request via LoanCare customer service, why can t they send it to the property address that they send the statements to? Probably because they make more money by making the process as difficult as possible. In my case, they made around $400 extra interest by ignoring my communications and not answering the phone. Turns out the payoff included an additional charge itemized on my account page as ForclosurePartialRepayPrinBal . It looks to be $731.00. I m 99.99% positive that I have not made any late payments since this the loan was transferred last fall, so I will have to call the regulatory number that is given along with the useless directory you re given when you dial they re #. Sheesh. Do not let your original mortgage company transfer your mortgage to loancare & probably not New Res either. I am pretty sure there are regulations that might be helpful if you act quickly when you get a letter from your mortgage company telling you they are selling your mortgage to New Res &/or Loancare. Good Luck.

I can't even speak to a real person not even an option

Absolutely the worst, like just about every other review on here. It's a shame that Platinum Home Mortgage is associated with these people as it's a direct reflection on them as well.

Hate it.... is right, I've just spent 34 min on hold trying to talk to a live person about paying down my loan. Terrible. Giving up because I can't stand spending any more time waiting in some endless cue to never be helped. Loan Care is absurd, and totally just wasted my time. Dont give a customer service number if there is no one on the other end to help.

If I can give a zero rating I would, we have minor water damage in our kitchen in April, our insurance company was great and sent us the check within 5 days for repair. LoanCare is not great! They are forcing me to get a contractor in our home during a pandemic when my daughter is autoimmune compromised!!! I have explained this situation many time for months, its JULY! they just keep saying a contractor has to do the work!!!! do they not live in the world??? is the pandemic not happening to them? will they be there to pay our hospital bills? Disgusting, every small business, corporations have made covid-19 changes and protocols to make ppl safe- but loan care is willing to risk my daughters health????

Worst company to deal with period!! I have a property tax abatement and my county has given Loancare all the documents stating such. Loancare continues to put money into escrow account for property tax. Customer service supervisors have called and verified with the county and yet they will not refund the amount they owe me and continue to charge me monthly! I had no choice in dealing with this horrible company as they bought my loan. If you are considering this company please RUN as fast as you can. Look at BBB, Yelp, and any other reviews. They are all horrible! I can't wait to get my loan away from them!!! If they don't fix the issues soon I'll fly out and hand deliver the documents they say they don't have. Tired of sending the same documents dozens of times. Please Loancare sale my loan!

After dealing with these people and having a terrible experience I went in to write a nasty review and realized it s nothing new. You think they would change something after getting all the bad reviews. Had major issues with my refinance and reimbursement over a payment. Was told 3 different things by 3 different people every time I called the last lady being down right ignorant. The only thing good to come out of it is I refinanced to another mortgage lender and I pray that it never gets sold to this company again. Worst experience ever, but then again I shouldn t expect anything different after reading the other reviews.

I paid my mortgage for January 2020, they took OI money two days later!!! and they charged me another payment in January! in total, in January, they took a mortgage loan from me twice! I can't get through to HX! they don't answer my emails! this is a terrible company! I want them to give me back the money! why should I pay a mortgage twice a month?????????

I have been dealing with this company for my mortgage for going on 2 to 3 years now and it is the absolute worst to deal with.... try to send in a payment via check and it gets sent back. pay online? no locked out of the account and cant make it, pay over the phone? still cant do it.... nobody answers! on any standpoint this company cannot be serious about anything they do..... want your money? do your job as well and accept as I try to pay it! if I could give 0 stars I would! this is an outrage!

Our refinancing process was quick and easy through Platinum Mortgage/LoanCare. Prompt, professional customer service.

Each time I call, I must sit through 5 min of menus and recordings (I watch the time so that's not an exaggeration) to try to get through to someone. This morning at the 5 min mark, the call dropped. Luckily, they will call you back for long wait times. But last time, the call came 2 hours after I called, so of course I wasn't hanging by my phone any more.
I just typed an e-mail to customer service advocate, and clicked to submit and the page closed so now I don't know if it submitted. I had to retype and submit.

Pressing 0 will not help you. You will enter the loan info and zip code multiple times before you're done. Then when you talk to someone you will say the same info to verify your account. It's 5 minutes of menus that is completely pointless. Each time you call.

First time homebuyer and with this company. Before my first mortgage payment I called to make sure and verify when my first payment was due because I was told it would be in March and I received a letter from LoanCare that my first payment would be April. The reps kept telling me that my first payment wouldn't be until April, I then set-up auto-payments. My second month which is May, they called in the middle of the month to tell me that they had recently recalculated everything and that I owe for the month of May because my first payment was supposed to be in March. They used the automatic payment from May to credit April and April to credit March.
I had to figure out and scramble to try and make another payment for this month and still figure out how to pay the rest of my bills on top of preparing myself to make the next mortgage payment for June because of their mistake. I am really upset with this company. When I am able to refinance It will definitely not be with them.

Terrible waiting time on their support desk. Was holding the line for 45 mins and then disconnected it. No response for email support. My loan was recently transferred to LoanCare and statement shows "prepayment penalty - YES". It should be NO as per my previous loan lender. Trying to get some answers from LoanCare. I cant believe how you guys are running business in this competitive world.

Absolute worst customer service ever. Completely screwed up my account by misapplying payments. Made multiple promises to correct it, promised it would not affect my credit, it did. Horrible communication, no follow through, never corrected my problem. Horrible company, worst mortgage company I have ever dealt with.

Only because you can t give these jack knobs a zero!

Good luck trying to get a real person to talk to.. I recently filed a dispute for a bullcrap $40 fee, you can't dispute over phone you have to email them... still no response 1 month later... smh

Worst company on the planet. They have taken my insurance check hostage and refuse to release it to me unless I spend my own money out of pocket to get my home repaired. They refuse to allow me to speak to a supervisor and continue to hang up on me. Stacy Barnes, Ext. 5067747. I am trying to call you back and am being told you are not there, however you just called me...

I have not had a good experience. Received mail indicating that my insurance expired(untrue) and that Loan Care will purchase on my behalf. My insurance has never lapsed. Spoke with agent #5438 on 6/13/17 who stated the situation was rectified. Received a call from insurance company today that the situation is not resolved. A call to Loan Care today with ins agent on line and we were told that there were no documents submitted and no record of a phone call. Typically, the homeowners and taxes are together but mysteriously, the line for insurance was removed without my authorization. I have money in my escrow account but the insurance is not paid. Go figure. As the interest is collected. Agent 5000 seemed disinterested in solving a problem that was not created by me and I had to request a supervisor. No one seems to know how this happened and no attempts to explore this from the Mortgage agent was implemented. She demonstrated no urgency to this matter. I find this pretty bizarre, particularly when I've had my loan with Loan Care for some time now and my insurance was always paid. Where are the checks and balances? It seems to me that someone should have raised questions and reached out to me to inquire if I indeed stopped the insurance.

The only real help came from Kimberly Keels in the call center who patiently assisted me as best she could. She genuinely expressed concern, stayed on the call with me and apologized.

Never again will i go with this loan company- i wasnt even in my home a year and my mortgage went up 400 dollars extra a month my escrow account was wiped out due to their employees incompetentence- they paid the sellers owed property taxes out of my escrow and account as well as paying the WRONG insurance company it took over 7+ months to fix and everytime i called it was like starting all over again. Nooone is on the same page . Too many hands in the cookie jar looking to refinance with a more reputable mortgage company ,

This is the worst company ever!! nothing but problems since my loan was sold to them! Their business practice has severely affected my credit score & I'm fighting them now! Customer service is horrendous!! If I could give negative stars I would!!

I had a great experience in contacting Loan Care. The only issue I had was that there were a lot of menus and automative systems to go through in order to talk with someone. Once I got through, It was a great experience and my issues were resolved quickly and efficiently.

The owners and management of this company should be prosecuted and thrown n jail for good.

My name is Andrea and my experience has been very challenging and I am extremely disappointed in my experience with Loancare. So I recently filed bankruptcy after after a very difficult decision but did not include my home. This I wanted to keep as it has been in my family for many years. My father was the first in his family to purchase a home. It's been a struggle but I am finally seeing the light at the end of the tunnel. I contacted Loancare to get a letter from them that I could submit to the company that I have my 401K with so I could finally get caught up. This was a huge challenge as whenever I called and would select the option for the bankruptcy department the announcement just continues to repeat the options and never connects. It's just a continuous loop. So you select collections and they just transfer you to the options prompt. Finally I get someone and they transfer me and I stay on hold for almost 30 minutes before someone comes back on the line to tell me the department has a high call volume and long wait time and to call back. This went on for a couple of days. Finally I talk to someone and I'm told that I
could get a 401k letter and was provided an email and told that I have to send an email making my request, and that it would take 24 to 42 hours before it would be processed. I do this and ask that the letter be emailed back to me. This was on July 5th. A couple of days go by and nothing. So I call back, once again challenging to reach anyone and finally reach Adam. Adam tells me the letter was mailed. I explained that I requested it be emailed because I wanted to be sure to receive it. Adam informs me that another letter has to be prepared because the numbers have changed and it would take 24/42 hours to receive it. So I get the letter July 10th in my email dated July 5th (not sure how that is as I was told by Adam that was the date of the first letter sent that I NEVER received). I submit the letter, received the funds from my 401k called Loancare to pay past due and become current and I'm told that they can't take my payment because my account was sent to start the foreclosure process on July 5th. What....???
I get the amount I'm told that I need by Adam and now you're telling me you can't take my payment, they give me a phone number to call (that turns out to be someone by the name of Steve who told me Loancare continues to give out his number despite him asking that they stop. He has spoke to many callers) I call Loancare back, they attempt to give me the same number however I explain that the number is incorrect. I also explained my challenges and the rep that I spoke to showed compassion and said I will search until I find the correct contact information and will call them personally. She did as promised and I speak to the firm that tells me that I have to send THEM an email and request a reinstatement and would have to pay my past due and any attorney's fees. WHAT...
I borrowed the exact amount that Loancare told me I needed and now I'm being told that I will need more. This experience has been very challenging and no one from Loancare will help me despite their miscommunication to me in the first place....

Set up direct payments and received email stating payment received. It was never withdrawn. Called to verify and was told everything was good. Checked back and was told automatic payment could not be used for first payment. Made payment over phone and amount still not drafted from my account. Asked to be contacted and never was. They sent me an email asking me how they did resolving the issue. Not resolved and never contacted. Been almost 3 weeks now. Terrible customer service. Hope they call now! Would give no stars but won t post without!

Absolute worst, they have no urgency or desire to help the customer. Agents would purposely drop the call or place the call on hold for hour at a time. Their online inquiry tool is horrible. They promote the product which is absolute worst given they never receive the inquiry that are submitted online. Some of their agent would stick with the script and keep repeating the message when it isn t even applicable. STAY AWAY!!!

Extreme Poor service. Customer service hang up on my call. Requested materials online and never ever had anyone followed back. Even I called them again and again, they could not find my request according to my confirmation number. Is this a joke or scam???? This company should be shut down immediately and should be investigated to reveal what the hell is going on!

Actual rating NO STARS ...unfortunately to submit a review you must give at least one star. My loan was sold by Peoples Bank to Loancare earlier this year. I immediately rec'd a notice of an escrow shortage. Oddly enough, my taxes had not increased and my taxes were paid in full and on time every time they came due by Peoples Bank. I called and spoke to David operator number 5016. He had no clue what he was talking about but tried to convince me I was wrong and he was right but he could offer no explanation except to repeat what he was reading off the erroneous statement he was looking at that I called to dispute. When I asked to speak to a supervisor or get a supervisors number so that I could contact them at a later date, he told me there were no supervisors. I asked him the same question repeatedly and was told the same thing. Loancare has no supervisors. I then asked him if he had taken a look at the reviews left on Google about Loancare and he said, "yes, we are aware of the reviews on Google." I ended our call by asking for my payoff statement. I will be refinancing with a reputable company within the next 2 weeks. If you are considering doing business with this company RUN. Unfortunately, I didn't have that choice as my original lender sold my mortgage to these fools. Anyone want to take bets on how long they will be above water doing the kind of business they are doing. I will be filing a consumer complaint with the Ohio Attorney General and would advise everyone who has had a problem with Loancare to file a complaint with your state's Attorney General's office. Also, do record your call. Ohio is a one party consent state but other states may not be so if you're unsure whether or not you need to notify of recording, do notify and hit record.

To difficult to navigate thru an extensive menu over the phone. Plus, after five minutes of choosing the correct choice and as I m waiting on a representative to pick up, the call always drops.
I ve called regarding my PMI to be removed about 4 years ago and they mentioned that I haven t met the requirements of the loan yet and they never mentioned that one of the requirements was to be under that FHA loan for 11 years before they can decide to remove my PMI. At that time I was ok since that sounded logical. Now that I ve called them back I figured I met their one requirement which was to pay off close to 20% of the loan and now they said I have to pay off 22% and have the loan for 11 years. Definitely won t recommend this company to new home buyers any time soon.

I have been trying to reach a customer service representative for over 1hr. The automate phone service is useless. I need to know the phone number to call and speak to a live customer representative. It seems like the company is under staff.
Has Loan Care lost interest in customer service? It looks like they have not lost interest in purchasing loans and collecting interest on their loans. I would appreciate more interest in the care of the people.

If I could give negative stars I would. This company is hard to reach via phone. I was offered to defer a payment. I called and gave information over the phone. The next month got a past due bill. They said I was denied but they never told me. I had to fill out a packet of information to be "eligible " for the deferment. They would not let me make bi weekly pmts. App sucks too. Steer clear of this company and if you need to file a complaint contact the CFPB. They are the worst.

Because no one seems to care about past or present situation and they always nickel and diming you to death on late fees even after you have paid them they are asking me for $45 from 2008 and that those are fees charge to my account but nobody can explain where they came from here in 2016 but my account is current someone please explain this to me

I can never get in touch with them, they will not work with me in the slightest. Absolutely horrible company, it is really bad.

Loancare hasn't given me an issues . They are very understanding and their customer service is great ! I've been with them going on two years and I would refer them to others

I've made several calls to this company. Their representatives are very kind and attentive to your needs. The problem I have is that your issues sometimes take multiple calls to resolve. I was informed of an escrow shortage. I decided to pay the shortage in full as opposed to spreading out the payment over several months. I would think something like this would be automatic. Unfortunately, I was wrong. I had to call and inform the company to adjust the payment. Then they removed the escrow shortage payment and never adjusted what I owe monthly. Now I'm stuck with paying more than I owe or waiting for them make the adjustment after the due date.

Bait and switch on refi offer. All they did was waste my time. They promised a 250 dollar gift card if they couldn't beat my offer in hand. Well... guess what... they couldn't beat it and what do you know they declined to give me the promised 250 dollar gift card. Not only was the initial disclosure worse than my offer in hand it was also incorrect. Numbers were fudged to make it look similar. For example they used an false payoff number to make it look like my cash out was similar.

For starters, I did not choose them, they bought out my loan. They failed to pay my home insurance and flood insurance which both lapsed and I had to pay for it myself.

Not the best choice.

Horrible customer service, they are rude to their customers and do not try to help them at all.

Hands down the most difficult mortgage company I've worked with. Trying to navigate their IT infrastructure to get to your loan info is nearly impossible, they have multiple websites between LoanCare and NewRez. You can't access your account to see your loan info, when you call to get clarification it's almost impossible to get through to make changes and payments. But, they are very quick to process non-payments and fees.