MyLoanCare Review

Unfortunately our loan was sold to them after a refinance. Our first payment was due February 1 and because we pay half every 2 weeks a payment was sent in the middle of January. I checked online and once the second half was received it showed the payment and the overage was credited at principal curtailment. We did it this way until last month. After the second payment was received on the 20th of May I checked online (I always do) and saw that instead of being credited for the June payment the entire payment was credited as principal curtailment. I called them and they told us that they don t accept partial payments. Considering they have accepted them since January I call BS. I was then told that they would reprocess as the June payment and that it would be completed by June 4th. I also asked that they make sure payment reflects May 20th. I called again today as it has not been corrected and they still want to have the no partial payments conversation. We are now being told that it could be another 5 days. They claim to have put notes on our account to insure no late payment fee if not resolved by the 15th. How can it be that hard to reverse and re-allocate? I really wish that a reputable company would buy our mortgage!

Just received letter 1/23 re my VA loan going to LoanCare and it states it begins in 7 days! No warning. No options. Nothing. And, this letter didn't come from LoanCare but instead from out current company. LoanCare has not sent us anything. Scam???

I had a very informative conversation with Eleanor. She was a plethora of information and provide more information than the last two phone representives. She was very patient with all my questions and restated answers to ensure my comprehension. I left the conversation with all the help possible. Again she was very professional and confident with her knowledge. She should provide desk side training to the 2 previous reps, Holly and a gentleman than fumbled on all levels. The manager also was very friendly as well.

The worst. Took 6 minutes just to get to a prompt where I can select for someone to call me. Its' been 30 mins and no one has called me back yet. Why am I calling? They're saying I didn't pay my mortgage, while my bank clearly shows a cleared check. And they have the audacity to charge me a late fee and still want the full amount. Worst company ever. Looking into how to switch.

My loan was transferred to Loancare last April. During the transfer my loan progam was switched from a fixed rate to arm doubling my mortgage payment. I contacted them at least 4 times before my rate and payment was finally switched back to the correct amount. I still kept receiving late letters and realized they had applied 2 of my payments as 1 and was showing me 1 month behind. Called at least 5 more times spending over 1 1/2 hour each time on the phone and trying to explain to a new person each time what had happened. On one of the phone calls i was told there was an overage in my escrow for the same amount that they were showing me past due. Tried to explain that they need to apply that as my payment that is missing but instead they mailed me an escrow refund check. Finally spoke to someone who placed a stop payment on the escrow check and reapplied the money as my payment. However nightmare not over. They had been reporting me 30 days late for the last 6 month. Put in request to have them remove the late charges but just received a letter saying that they show the reported information to the credit bureau as accurate and wouldn't be making any changes. So now they have ruined my credit and can't refinance.

You have too many different people working on my loan. Many have requested the same paperwork to be sent and I had already provided it. It gets to be very confusing. The responsiveness has been slow.

This company is a collection company, I have never had a good experience with them. If I was to choose aoan company this would not be it

I am lender. Loan Care acquired companies that serviced our loans. If I could give them a lower star rating I would. they're a horrible company that can't get anything right. Their workers are paid minimum wage and don't care about servicing either lender or borrowers. don't use them for any reason.

After closing on my home, my mortgage was later sold to LoanCare LLC (unfortunately). 6 months later they failed to make a escrow payment to my insurance provider. I called 4 times, each call lasting about an hour only to get hung up on or left on hold for 30+ minutes. I am now at the point where my house insurance is about to be cancelled due to lack of payment and am getting a real estate lawyer involved.

If you have ANY choice at all in who your mortgage provider is, stay FAR away from these people.

If you got, loan care for your mortgage company... God hates you.

How are you this impressively bad at your job? No really how are you still in business. Can I get your buissnes model?

Horrible, horrible horrible. They failed to pay my insurance and it was canceled. Funds ARE in escrow and they DO have MY money. Multiple long calls with horrible wait times, supervisors who wont pick up and different stories from every person I spoke with. Theyvtokd my insurance my loan was being sold and they are refusing to pay my premium!! The last rep stated it WAS their fault and my loan is not being sold. I was told it will take at least 5 days to request payment and IF approved another 2 days to cut a check and then mail it. I had to pay my insurance out-of-pocket so I would not be without insurance!! I have filed a complaint with CFPB.
Even better, my daughter briefly worked for this company and the nightmare stories she told me were crazy. We will be talking to an attorney.

Unable to contact a person, only an automated system that is horrible.

Holy Camoly! My Mortgage was transferred to these people. They called and left a message for me to call them back. I called them back from work. The woman who answered says " Can I have your loan number?" I said, "I don't have it I'm at work". She says (as rudely as you can imagine) " Do you have ANY information AT ALL so I can look up your ACCOUNT?". I said, "Sure. You just asked me for my loan number." She audibly and loudly sighs and says, "Oh My God". Click, and I am transferred to another agent.

Being in customer service myself, I can say if I ever spoke to a customer on the phone like that I would be fired. And I would deserve it. Apparently, the plethora of horrific reviews on this company are accurate. I am so sad I have to deal with them through no choice of my own!

Loan care has repeatedly told me different things and misled me in direct violation of the Federal Homeowners Protection Act.

I am using this as a last attempt to contact someone who may be willing to resolve this before I begin filing complaints, as I have been unsuccessful in getting calls back.

If there was 0 I'd put o..
Worst loan company...
Raised our payments by 300 dollars.
Miiss nationwide..

I have been with LoanCare, LLC for a little over a year. I received a letter from my former mortgage company saying they sold my loan to this company. Seeing the terrible rating and all the bad comments I decided to be proactive and first call my current company and then called LoanCare, LLC. At the time, pre Covid-19, I had no problem getting a live person on the phone. They answered all my questions and helped me setup my online account. Now I did also get my old loan company and LoanCare on a three way call to make sure we were all on the same page. The reason I waited a little over a year to write the review is I wanted to make sure my school and property taxes were paid correctly since that seemed to be a problem for some. I am happy to say that all my taxes seemed to be paid as they should. The only complaint that I have is that my old loan company would take partial payments and automatically apply them to the payment once the minimum was met. LoanCare, LLC does not take partial payments. Except for that small difference I have to say I have been happy with LoanCare, LLC up to this point. My suggestion to you is as soon as you get the letter of your mortgage switching, start making phone calls then. Call your old mortgage company and then call LoanCare, LLC and get everything setup ahead of time like I did and you shouldn't have any problems.

No responsibility for a misapplied payment. This company has avoided responsibility for a misapplied payment since December 1st. I have been on 3 way calls with my bank and Loan Care on 3 occasions. They lost a payment I sent in December and after sending a transmittal number from by bank proving it was sent, the money was sent back to my bill pay account at my bank so I could then pay them for the missed payment? This money has never been received by my bank and Loan Care has avoided my calls for actual proof such as a transmittal number that the money was sent electronically on January 8th as they claimed after I filed a complaint with cfpb. I have talked to numerous employees at Loan Care that are not able or unwilling to help even though it s obvious that either they have the money and cannot locate it or are completely incompetent and refuse to send any evidence to my bank or myself that they have returned the money they supposedly could not apply to my account or process. Hopefully after they loose enough money over litigation they will wake up and take responsibility for very poor management. Very dishonest and unethical company.

This is an update to this previous posting. Though this company was slow in responding and disorganized in handling this issue. My bank finally credited me the amount that this company failed to post to my mortgage and never gave me any proof of funds returned. Best advice I can give to anyone fighting this battle is to not give up. To call everyday, send emails, report to cfpb, fbi ,contact your bank, demand proof, and if you are a person of faith always be respectful. Above all pray without ceasing. God luck and God Bless to all.

Pretty weak customer experience. Once your loan is sold to this mortgage servicer you aren't even able to see digital mortgage statements if you elect to receive a monthly paper option.

Terrible. If you need to speak to someone.. Forget about it. They don't answer the phone. You will be on hold till you hang up. Very high service charges to pay online.

Very bad customer service also can t talk to customer service please don t use their service

So my husband and I had accidentally made a double payment this month for our mortgage and I have NEVER had so much of an issue with getting our money back, we still don t know if we will get it back! The second automatic payment which shouldn t have happened was taken out less than 24 hrs ago from my checking account, and when I called (the 5 times I ve called) they had informed me that I need to send in a statement from my ank showing the beginning balance and ending balance after the payments were processed. When i asked why I needed to submit that when they can clearly see 2 payments were made for the month the rep said well that would be a lot easier but we just don t do things like that my husband had to drive to the bank and get the statement to email it to the support department (which also doesn t take any inbound calls) and we have not heard from them yet regarding it. I just tried to call 2x tonight to confirm they have received everything but they have hung up every single time. We are going to refinance as soon as we can as we have NEVER experienced such awful customer service!

Zero stars!!!!!!!! Just a bunch of high school drop outs that lack common sense! I m reaching out to my lawyers. Long story short breach of contract!

My loan was sold to this company 4 months ago. I always send extra money to put towards principle but they take the minimum payment amount to apply and send the rest to a "suspense account".... It takes an act of god and 4 phone calls to get that money out of suspense and applied to principle.. I have 2 other mortgages and they both have no problem applying extra payments and Quicken Loans who had this loan before Loancare didnt have any issues applying extra payments.. If you have a loan with this company and you want to make extra principle payments you better plan on calling every month to tell them you sent the extra money for your principle and not for them to put in their own "Suspense Accounts"!

Reading the reviews scare me because my loan was transferred to this company. I can t get online to pay because of an error on the website and I have tried multiple computers. I cants get anyone on the phone. There are soooo many prompts to go through to attempt to get someone but then no one comes to the phone. This is scary to have my loan serviced bu this company. I just want to pay my mortgage and not have issues and no I dont want a generic response about email the social support department that doesnt seem to help people based on the reviews. I want to cry now.

The worst experience ever. Misapplied funds for escrow and extra payments. Charges late fees that they will not remove. Continue to hold up my PMI being dropped after reaching 76% of LTV ratio, because they misapplied funds. The most craziest experience ever with my mortgage since being transferred from ditech. Ditech was bad, but they are the worst. Always say they will put in a request to resolve it, and turns out even more screwed up. I am never able to speak to someone that knows what they are doing. They received my account in June and still have not been able to get it right. I had 7 reversals and reapplied payments in July. This caused August to be considered late because they put these funds in a hold account. WHY? August just got reported as being late on my credit report, because they never reapplied the funds. And I called them 3 times within this time frame to make sure they would remove the late fee and apply August. If I know more about mortgage payments then you do. I should own this company by now... The absolute worst. I hesitate putting my statement here, but they should be ashamed... Hopefully this will make you pay really close attention when you are forced to work with an unreasonable, unreliable, unethical company... Next stop is BBB..

UPDATE 9/17/2019: After reporting to the BBB I still received a stock response: Please accept this as written confirmation that LoanCare, LLC received the complaint on behalf of the consumer. Please be assured that we take such matters very seriously and LoanCare's Office of the Customer is investigating the claims made. We will provide a written response to the consumer upon completion of our research.

Please feel free to contact us if you have any additional questions.

Sincerely,

Office of the Customer
Service That Exceeds Expectations

I never received that written response and again received a standard reply to my complaint. Why won't anyone call and talk to me personally? I rejected the response from the BBB. (The consumer indicated he/she DID NOT accept the response from the business.)
The reply that Loancare will provide a written response to the consumer upon completion of their research is merely placation of the situation without any concrete resolution from the company. I have received many such results from them, without anyone conversing with me individually. Written responses have taken too much time to settle, as well as include many misinterpretations about the problem. I require a detailed answer, with someone from the corporation calling me to inform me what they did to settle the matter. Alternatively, I am open to an explanation or comment if I am incorrect or confusing the details of this matter in any way. We have gone back and forth on too many occurrences. They have requested I write a letter on various occasions, and I only receive an unofficial acknowledgment or plain denial of my request. This non-action implies to me that nobody understands or has thoroughly evaluated my complaint. I am incredibly disappointed by this non-action, especially when they are prompt to report delinquencies to credit unions and impose late fees. After three months of stating they are researching the matter, I demand more than an automatically generated acknowledgment produced for their resolution. I expect an individual response from someone at the corporation. Unfortunately, I will start to investigate legal proceedings as a subsequent step in this matter. Please circumvent this lengthy and more expensive process, by someone from the company taking personal action to resolve this complaint on an individual basis and communicate WITH ME. I want to converse with someone who understands what they are doing and is proficient in settling this matter in real-time.

This company is horrible to deal with. This goes back further but just in this year I was bed ridden after shattering my leg requested loss mittagation papers through collections department nothing. Next month requested again nothing. I was renting this house out after the loss of our son and my wife was dealing well. I explained this to the company and that I was the tenants haven't paid I'm bed ridden not a good situation. No help. September after court to evict and tenants owing 14000 I relied why I received no papers they were all sent to the wrong address. Contacted customer service and collections again, explained to them the house was destroyed asked them if they wanted the keys. Was told it was all documented offered pictures to back it up. Have worked every minute I can to fix house back up and one month later after getting a written pay off and having the house under contract I get for closure papers at both addresses guess they still can figure out were to send things. Now I'll have more things to repair other than my leg thank you loan care

DONT WASTE YOUR DAMN TIME ON THESE PEOPLE! They are retarded as hell and will mess your loan up! Damn idiots!

Worst mortgage servicer I have ever had. Multiple requests for the same issue, all notated after call after call on my behalf. Each call to their customer service number takes 1 hour at minimum.

If your mortgage gets purchased by this company, strongly consider refinancing with another company.

Absolutely horrible. They never recorded the loan satisfaction which resulted in delay to my current loan process. It's been almost a year...

Update: it s funny they replied with that email which I actually sent them an email to the said email and included the DLLR and they have yet to respond.

LoanCare should be named LoanNeglect. This LLC destroyed my credit when they assumed my home loan in spring of 2019. They rereported two lates from fall of 2017, years ago under my old lender, to the credit bureaus erroneously - then denied they ever did so - and kept closing my claim.

Dozens of regular long calls and emails for months and months later, a filed dispute with the credit bureau that came back missing the point, my complete credit report and credit monitoring apps all still show that LoanCare reported the two additional lates when it assumed the mortgage. This makes me look like I have a total over 120 days late on payments, which is typically enough for a lender to charge off an account, and makes my record look disgraceful.

As a result of the above described negligence/procedural matter/technical error/etc. my credit plummeted immediately to a score lower than friends who recently declared bankruptcy and had a car repossessed.

I was then priced out of my dream home because I couldn t qualify for a mortgage that I should have and was forced to wait. Now I can no longer afford the area, which has skyrocketed.

This seemingly simple glitch could follow and impact my quality of life and job applications for the next seven years of my life. My concern was escalated again today to what feels like a capable supervisor, who heard me, but again I fear the case might get closed and I ll have to start the process over again, which I have done repeatedly since July. I hope she and the right teams there can help me.

For those whose loans are to be overtaken by this lender, I strongly encourage you to bare down - refinance and/or find a different mortgage servicer - while you still can.

My mortgage was sold to this company 3 months ago and all has been fine up until today when I went to pay online and was hit with a $10 fee for "online payment processing?" Oh and if you would prefer to pay over the phone, that's a $12 fee. They decided to roll this out without any notice to me, during a global pandemic, with countless people out of work (including my husband). Absolutely disgusting. Will be looking into refinancing to get as far away from this garbage company as possible.

LOANCARE, LLC is very knowledgeable and professional, courteous when talking to the customer, making sure that you are experiencing top quality responses.

Sold the house I had with them. Several months later, my insurance company refunded me some money but had to send it back thru loan care first. I had to fight them over my money. Called about 20 times over a couple months. Was told different stories each time after being in hold 20 to 30 minutes each call. I stayed professional even though I was upset. Was hung up on by operators and a supervisor. Had to finally contact the BBB.They somehow they found my money and sent it to me. Don't recommend them.

Loan care refuses to process my disabled veteran tax exemption even though i have supplied them with supporting documentation from my city's revenue department stating that I'm exempt. they say the treasurers office says differently and wont change the escrow account payment until THEY receive the refund from the city. trying to get a person on the phone is almost impossible, it takes 30-50 minutes to get through. I've been dealing with this for over a month. the first time i called, i waited 30 days for full processing, only to find out they closed out my request and didn't contact me about it at all and i had no idea. it had been closed for WEEKS. i have filed a BBB complaint, and I'm going to look at refinancing just to get away from this company.

I don't even know where to begin, after reading everyone else comments I am in disbelief that none of these issues are being addressed. This company reported me 90 days past due and now I am in limbo on the new purchase of a home. I was reported for being late 04/2020, 05/2020, and 06/2020. I sold my previous home and closed 06/01/2020. I didn't even own the home but was still reported late. I have bank statements and paid receipts showing on time payments for the other 2 months in question. I have been trying to call their customer service but keep getting routed to an option to receive my 1098. I do not want a 1098. I would like my issue resolved. I called earlier today and finally got thru (by luck I called a different Dept. and they routed me internally. The woman taking my call asked if I would like to speak with a Supervisor as she could not assist me, I said yes and was on hold for 2 hrs and 9 min. I hung up...If the owner is reading this please assist me, I can not close on my home because of this egregious error.

Unfortunately, they purchased my mortgage from another company. They won't let me make a payment, allow me to login online or to access a customer service representative. I am filing a complaint with the NC Commissioner of Banks tomorrow.

Not happy with the $15 charge to speak to a live agent in order to set up our account. Not our choice to switch to you. Why charge for customer service?

Worst company I have ever dealt with, 1st they claimed December that I had missed two mortgage payments for april may, then near the middle of January they claim I missed nov dec payment. After I send in bank statements they say not enough proof, even though it stated that funds went to them. After that they claim statements were not enough. So I go to bank have them print out when the money went out and it again shows it went to them, bank also signs the documents saying they are true and they again claim it is not enough proof. Now they keep calling for the 4 months they claim I did not pay. They need some oversight these people are beyond unbelievable. So after many calls every day by loancare asking me to pay my mortgage (all three months, which I may add they would not take January payment with me paying November and december a 2nd time.) They call, I emailed my them as requested to the email they stated to reply to and still no response. Asked for a call from a supervisor and they call with one ring and no voicemail. Customer service is getting worse and worse. They only people that are understanding are the main people who I have to deal with when they call and they do all they can, upper supervision and manager still no contact. Just goes to show how well they care about the customers.

My loan was transferred to this company and they claim that the first payment I had made to the previous company was only a partial payment. I've gone back and forth with them since May. The previous company sent copies of The check that was sent, tracking numbers and even the information for who signed for it. They are still claiming that I owe them money. This has been an absolute nightmare dealing with this company.

This has to be THE WORST mortgage company EVER. We refinanced and were not supposed to have a December 1st payment, we even shut off our automatic payments and everything. GUESS WHAT? Loancare still took our money!!! We called, and they told us they can t give us the money back until they drop checks in the mail on the 15th of December. Our new mortgage company said no wonder they have 1 star on google , he also told us they are doing the LEAST for us that they legally can do. Apparently, they can only hold our money for 15 days, and that s exactly what they are doing. That $900 would ve been wonderful to have for Christmas presents. Absolutely ridiculous. Please go with ANYONE besides them.

Lakeview Loan Servicing and LoanCare have made an egregious error to my escrow account and have taken no action to correct the error. I am now resorting to negative online reviews and regulatory complaints in an effort to get somebody anybody .with either one of these companies to do something.
In early March, I received a notice that my house payment was going up more than 35%, from $926 to $1276 due to an escrow shortage. Along with that notice were included escrow analysis documents that indicated a most recent disbursement of $1,668 dollars. The problem with that is that only $651 had been due to the county. It took just a few moments of research to identify the problem.
Before I contacted Lakeview or LoanCare, I called the county to inquire, and they assured me that not only had my county taxes not gone up, but they are in fact going down this year, to $611 per disbursement. They also assured me that a payment for my property in the amount of $1668 had not been received or credited for our property, but that just the amount due had been received (and even that was late).
This error is causing an extraordinary leap in my house payment because not only did the escrow analysis show a bogus payment, but the 2019 taxes for the house is estimated based on the bogus payment. The snowballing of all these accounting errors in the escrow account has resulted in a $370 increase in the escrow payments due, when in fact the escrow payment should not be increasing at all.
I phoned LoanCare and a customer service person told me she would forward it to the tax department and I should call back in a week. Unsatisfied with this response I called back a few days later and talked to another CSR who could clearly understand the problem. However, he told me the same thing, the tax department would have to take care of it and they may or may not call me back.
After this call, I was ready to file a regulatory complaint with the Consumer Financial Protection Bureau and then possibly the Federal Trade Commission, because having read about so many of these errors online, I wonder if this is an intentional scam and not simply clerical errors. Clerical errors could not possibly be this difficult to fix.
The only thing that stopped me is that in response to many negative reviews, Lakeview provided a name, Carol Kriete, presented as an Issue Resolution Manager. Several people reported that she had fixed their issue. I called the number and received a call back the same day. A gentleman named David Johnson called me back and made a hard promise to contact me within 48 hours with an issue resolution. Lakeview also sent me a letter, formally recognizing my complaint. I had been exasperated with the effort this is taking as this issue should take 15 minutes and one competent person to correct, but I was at least glad I had found a person willing to take ownership of the issue.
That conversation was TWENTY TWO days ago, and I have not heard back from David Johnson, despite repeated efforts to contact him. In fact on Monday I was left on hold for over an hour on two separate occasions without ever getting to talk to someone about this issue. My house payment is now 17 days past due, and I would have made it on time, but I feel if I pay the bogus amount that Lakeview / LoanCare will not return the overpayment. I have little reason at this point to trust either of these entities.
So today I am out of patience, and spending my valuable time making regulatory complaints against both Lakeview Loan Servicing and LoanCare. I highly recommend that customers steer clear of both Lakeview Loan Servicing and LoanCare if at all possible.
Alexandra Youmans

I agree with every single bad comment on here. I would never get another loan from this company ever again. They do not respond to emails. It takes a 10 minute prompt to get a hold of anyone. And then once you do get a hold of someone, they do not have a clue as to what is going on. After all of that, I would ask for a manager each time. Would sit on hold for 20 minutes, no one would answer. I would have to hang up and call another time to deal with the same customer service people that have no idea what is going on. Just to have my taxes taken care of it took 7 months. Every single time I called, they would say "We do not have an answer for you yet. Call back in a week." When you call back in a week, the issue is still not resolved. I suggest you guys teach your employees how to deal with these issues. So tired of dealing with this company!! I would never ever suggest this company to someone when looking for a loan!!

i sold my home and it funded in the middle of May, how can you give me a 30 day late for May and for June when i didn't even own the home then. You are by far the worst loan company i have ever had to deal with in my life, it is now a year later and they still refuse to take off the 30 day late on my credit for June 2020 when my house was sold and funded in May of 2020 and i have a 30 day late for May also. I hope Karma comes and slaps you guys in the face and everyone that works for this messed up company. Thank God i now have a lawyer that will sue the hell out of you

This place has the worst customer service. I've called, emailed and faxed them at least 10 times with an issue and haven't received one response. Even when I call and talk to someone I get the run around .

Do not go through this company!!!!! Worste experience of my life. My county accidentally filed me without homestead tax exemption. Granted it was a mistake that began with them.my county was polite and prompt with fixing the error in their end. I contacted the loan company and let them know of the error. They said no problem we can fix that right away when we have proof stating your exempt. So I get paper work stating I'm exempt. They then basically argue with me on how that's not acceptable paperwork and treated me like I was not intelligent for thinking so. After I had waited for said paper work and wasted a lot of time getting it and was told by them to get it. Few months later they said they need proof of the error for last years bill. I send them that same scenario not good enough my paper work is useless. I get my treasurer on the phone llc said we have all of the information we need there was no need to call, adjustments will be made. Once again nothing happened. I call to ask why, well they need next years bill. Which doesnt exist yet. So I send them estimated bill from my county and last years bill that's updated with a refund with a 700 sum difference. I call get hung up twice without even speaking. (Automated system takes a half hour to get through or longer) they then say that the estimated bill isn't enough. They need the actual. I said well where does next years estimation come from she says last year. I said but it was not correct and you have updated bill. And next year is just an estimation correct? Yes mam . So I say then what is the difference if you make an estimation if it already is one and there was a clearly obvious mistake. Once again cant help me. Which would have not been so bad if employees would give you actual information instead of all this back and forth wasted time for nothing and getting mad at you and talk down to you when you literally repeat to them what they said and have told you personally. I honestly dont think anyone knows what they are doing there and I'm in limbo with a 150 dollar difference per month than last year for about 5 months now.

If I could give them zero stars, that's what I would give them. They have ruined my credit, their customer service sucks, and it takes forever to talk to someone on the phone! I had two mortgages that were sold/transferred to Loancare from another lender (whom I have an issue with too). Before the transfer, I contacted my previous lender to see if I need to take any action because I was enrolled in auto-pay. They said I didn't need to worry (They were wrong and hence my issue with them as well). Then I get a mail from Loancare that I am late on my mortgages. I call them right away to sort it out. The representative I spoke with said that it was okay because there is a grace period for situations like this where the loans are transferred. I paid for the late payments IN FULL in addition to the upcoming month's payments IN FULL. And then I immediately signed up for auto-pay. I go on, thinking everything is okay and then I find out few months later that they had reported me to the credit bureau and dropped my credit score by 100 points! I called them, emailed them, and messaged them using their online portal trying to explain to them that I do not dispute the fact that I was late, but under the circumstances, and having talked to their representative who said there was a grace period, I was hoping they would clear the reporting. I even mentioned how I paid everything in full and signed up for auto-pa the moment I found. Nothing. I had to followup and then eventually told no saying their records showed I was late. (No duh! I even admit to that in my request!) When I dispute their response, I get nothing. I messaged them back and still nothing. Turns out (when I finally got a hold of somebody) once they send you a letter, they close it out and anything subsequent of that is just ignored. That's a nice piece of information to know before when even in the letter, it says I can contact them. And since then, I paid off one of my mortgages in full (sold the property) and contacted them after to show another sign of good faith that I am a responsible consumer, that they should reconsider the reporting for the remaining mortgage. Still nothing. "You were late" is the common theme/response I keep getting. It's like they are not listening to you. They don't care about you (not that lenders typically do). But I think it's so unfair that I would have to take such a big hit on my credit (100 pts!!!) for an inconvenience they forced on me when the transfer happened. It's not like I asked for the transfer and I was responsible and reached out to make sure I didn't have to take any action prior to the transfer. If refinancing wasn't so expensive, I would refinance with another lender in a heartbeat! And their website sucks (this may sound petty but it does). It's not easy to use or very helpful. So in summary, with their response/reaction to the situation and how they handled this, responsiveness/communication, contact-ability (if that's a word), and an useless website, I give them the lowest rating possible. Stay away from them if you can. And as I'm writing this, I'm actually going to try to save money to afford the refinancing and try to get as far away from them as possible.

Customer service is horrible, it will loop you on an automated phone system for the rest of your life instead of letting you speak to someone who can assist.

Had to edit since I couldn't reply to the comment suggesting I email customer service if this is still an issue. I did, about 10 mins before making this comment. Can you reply to my email?

Loan care recently took over my mortgage. The absolute WORST customer service I have ever experienced, incompetent employees, and it is impossible to speak with anyone other than an automated system.

Worst Loan Company ever. If you have a claim and the insurance company takes care of there part quick, fast and in a hurry. Loancare however nope 3 months later they still have said payments but will send notifications asking why progress and repairs haven't been made and inspections done.

These so called "agents" have no clue about mortgages and property tax. We had an increase in escrow monthly, yet our property value actually decreased. We called to ask why, and the 'call center agents' had NO clue what they were talking about. They couldn't explain the reason for the increase. And they clearly didn't understand how property taxes work. I spoke to an "agent" (loosely called) who spoke ebonics, got rude, and put me on hold for 20 minutes when I asked to speak to someone else. I called back the next day to another 'agent', because the amount they say is short does not match my calculations. So after being extremely rude, short, and talking over me, she proceeded to do the calculations. Her calculations came out even HIGHER! She said it was a rough estimate, and she never did good in Math so it's not exact. Her calculations were off by $620. Then she said the Escrow Dept handles the calculations, but customers were not allowed to talk to the Escrow Department. Complete morons. Totally unethical behavior and a joke of a company. Ridiculous. Oh and I like how they don't give you any information other than their agent number then supposedly no one has that number.

They continue to tell you money will be applied toward your mortgage than you continue to get letters saying your mortgage is behind a month. Logged onto my online account I can see clearly the path of funds I electronically deposited going between different accounts when I have been lied to on the phone numerous times saying they would take care of the situation. This is the WORST company I have ever had to deal with am currently working on getting a local bank to buy out my loan!!!! If I could have I would give a negative 5 stars or more!!!

No ethics. No accountability. Impunitive from responsibility.

My account is set up in escrow and they literally didn't pay my home owners insurance when they had the money and the invoice, never contacted me to see if I wanted to pay the bill, my insurance agent reached out to me about it now I'm paying a late fee because of their incompetence? Mind you they paid this bill in the past just stopped because they felt like it...

This company should be investigated by a higher power they are after your home!!!!!! Please help

Would pay money to get rid of this mortgage company. Ever since my last mortgage co sold it to loancare nothing but problems. Website always changes, auto draft never drafts and have to call every month to verify payment/ waive late fee. Wish they would consider people s finances and credit scores are at stake due to their poor business practices.

One of the worst lenders out there , Multi Million dollar company with Ghetto customer service, Hold time 30 - 45 min

The worst company. They are 3 month late on paying my property taxes from my escrow account. I have call 3 times and still nothing. I think they are very close to going bankrupt.

If I could give this company a 0 star rating I would in a heart beat, they reported to the credit companies that my loan account was closed and not transferred to another mortgage company and drop my credit score 50 points. Now I have to pay extra money to jump it back up so I can buy a new home.

0 stars! They won't let me put 0 stars. The absolute worst mortgage company on planet earth. DO NOT LET THEM HANDLE AN ESCROW ACCOUNT!!! It's like Comcast started a mortgage company!! Constantly showing shortages and require you increase your contributions. Just when you think it is resolved, BAM! Another billing or escrow issue shows up. On top of that, they do not answer or reply back to phone calls and good luck getting an email reply. I am praying to find another way out of this loan. PHH screwed us by selling our existing loan to them. I don't know how in the world people would give anything over 1 star. They have to be friends or family of LoanCare's employers! Seriously!

Only one star from 112 reviews! And no attempt to change their business model.

My house loan was transferred to this company - I have tried for 5 days to speak to someone with regards to my upcoming payments. No one answers the phone numbers I have been given. Continuous loop of options - none of which lead to a real person. Horrible first week experience with this company. Also I might add that 3 emails I have sent (3/4/20, 3/5/20, 3/8/20) have gone unaswered.

The absolutely worst customer service ever!!! You can not even speak to anyone with their automated system. I recommend everyone cancel their loan with them and go somewhere else because you will not get any help or answers when you need them.

I wish there was a way to give zero stars. They repeatedly misapply payments, they are never record them correctly. It just feels very scammy, they try to slam your credit and no representative has an accurate record. Yo u waste hours of time on the phone with them, talking to a different representative who gives you a different answer than the one before. They don't seem to care about creating serious adverse conditions for their customers. What a horrible thing to do to people.

Terrible customer service. My mortgage loan was transferred to them from another bank. Every time I speak to someone in there offices they are so darn rude and have no customer service whatsoever. They took a double payment from my bank without my authorization this month and I called to only get some monotoned representative who couldn't answer any of my questions. Finally after talking to another rep( who again knew no answers to my questions) I get transferred to management. This lady finally had some customer service and offered to make things right and overnight me MY MONEY back to my via check. Manager asked me to go to bank and get a statement stamped by my bank and email to them. I do exactly that within about 30 minutes of her asking me to do it. I get an email back with a ticket #. A couple hours go by and I decide to call again just because I have not received any confirmation of a check being mailed. I get ahold of another manager who again is rude(probably trained the reps I spoke to earlier) and he then states because now it's 5pm eastern time I won't get my check for 2 days rather than the 1 day promised. If you get my $2300 every month but then your system messes up my transaction and you have no empathy for the situation you have put your customer in and want to act like its no big deal you really shouldn't be in this type of business.

The staffs are very helpful but very hard to get their line.

LoanCare could not manage to pay our insurance in a timely manner from escrow, then threatened to charge us for their choice of insurer after our insurer sent us a notice of pending cancellation. It took several ignored e-mails, an ignored phone call, and an unacknowledged fax for them to do the singular obligation they had to fulfill.

To whit, a major motivator in our refinance was simply to get away from LoanCare.

Run, don't walk, away from LoanCare and any mortgage lender or servicer that even thinks about selling you to this smoky tire fire of a company.

It takes literally 5 minutes before you can talk to someone. 5 minutes of irrelevant messages and pompts. Also be sure to have checks because this company charges for online payments. I can't stand them and look forward to refinancing. STAY AWAY IF AT ALL POSSIBLE

This is a predatory company that has multiple times tried to force us into foreclosure. They will not return emails, have changed or deleted paperwork we have sent them, and are generally rude when we try to contact them about it. I will never use another bank that contracts with this company.

**Update - 8/15/18 - I had already sent multiple emails to "Diane" before my initial review as well as afterward. The response below saying they want to help is just a robo post to make it look like they are trying. No one has returned any of my emails regarding these issues.

Just read the reviews. Everyone has already noted their horrible experiences. Mine was no different. Unfortunately I didn't have the option as this lender purchased my mortgage from my original lender. I never leave reviews, ever. This company is horrible. Just trust me and all the horrible reviews that you have most likely already read. If I had to bet on it, they won't be in business much longer.

Unfortunately my loan got sold to this company. I have been trying for 2 days to get through to them to make my house payment. Everytime I call I get told by an automated system there is a higher call volume than normal and to wait and some one will be right with me then the line hangs up. Ridiculous.

AWFUL COMPANY. Our two condo loans were purchased by loan are in October of 2019. Since then they have screwed up our automatic payments twice, each time asserting we owed returned check fees. We call and their confusing and awful phone tree menus takes 15 minutes just to get on hold to talk to a human. Then the person we talked to had all kinds of attitude. I recommend stay as far away as possible!

I don't think they hire humans,,, only recordings BAD CUSTOMER SERVICE

Absolutely horrible! My previous loan company sold us off to this horrible company. I spent 4 hours battling with them because they did not pay my property insurance. Run!

This company is not organized at all. Someone need to step. I am moving my loan

The automated system runs you around in circles with no option to talk to anyone. I was on the phone for almost 9 minutes until they asked me if I wanted to call back. Before that I was just prompted round and round and given information I didn t ask for. When I try to email support all they kept saying was to call the number. I don t think they even read your messages. I was on the phone 45 minutes yesterday and still don t have an answer. I have emailed three times and Get a canned response. I cannot wait to pay off this loan. If you are reading this, please give me a direct person to call. I know your email and phone number. Both are useless!
Add: look at their response to me. They want to make it better but offer no solution. April fools day was yesterday. Is this a joke??

Horrifying reviews. REFINANCE if you can. Thanks to all the reviewers below who steered me clear after VanDykMortgage sold my loan here. Got through after about 30 minutes and was told to call back in another 5 days to see if they could help me then..

My mortgage company of one month sold (?) my loan to Loancare. After my first payment to Loancare was late more than two weeks, they sent me a certified copy of an intent to FORECLOSE. Hadn't even been 30 days, yet. I've had a loan for almost 10 years with regular payment before refinancing. RIDICULOUS. I didn't even know they had my loan, just got the foreclosure notice and a statement, with no notice of the loan changing hands. Wasn't even sure it was a real statement!

You can t even get ahold of a representative on the phone it s all automated then when it tries to transfer you to someone it hangs up on you!!!

I have been trying to post my mortgage payment for two months. They are not responsive and I have no idea what to do. Anyone have any advice on what to do here?

If I could give them negative stars I would. It tooks us 3 months to get our insurance check disbursed to us. This was after we paid for the repairs out of pocket. They have a "to do" list and a they say they make exceptions and they don't. After our roofer was paid we couldn't get the documentation they required. It took us making a complaint with the Better Business Bureau of Norfolk for them to send us a hold harmeless agreement, for a job already completed and paid for in order to release our funds. Absolutley ridiculous!

After been current on my mortgage loan with LoanCare, They have reported me to the credit bureaus as been 30 days late. I had to open up a dispute and provide all types of documentation to get it removed from my credit report for the month of November, Now I have the same problem, I'm still current on my payments and I got reported again as been late for the month of December. I have spend so many hours on the phone again trying to get this cleared up I'm so frustrated and their customer service is not helpful at all.

I wish i could give them negative star or zero star
My Loan just got trasnfered to these cheaters , they charged my account twice for mortgage
i wanted to be nice customer and i called them so i can pay them , called them and they processed my mortgage and later they charged my account two more times
when i called them , i hade to wait for 2 hours and then they said they will retrun my payment after 1o days , this non sense, my own payment to be returned to me after 10 days and i have been paying to my bank penality for overdraft and Guess what they ddint even bother to return my own payment after 12 days and their online system / website is worse i have ever seen and their Customer service is worst i have ever seen
I would request evey one to stay away from cheaters
next month ill refiance my loan so i dont have deal with these cheaters

What an unfortunate that my mortgage being sold to this DISASTER company. Since the day working with LoanCare I come across endless issues and careless mistakes in my escrew account to pay home insurance, property tax and you just name it.
The worst part is their customer care service (IT IS TRUE EXAMPLE OF TORTURING SYSTEM, I really mean it) after waiting 20 minutes and being frustrated by the automated answers and tons of numbers to go through to hear human voice you have to deal with most un-knowledgable ANNOYING agents ever that make this TORTURING SYSTEM COMPLETE.

Guys you have messed up with the property insurance and I had to pay extra payment to cover the low balance in the escrew to prevent increase in my next year monthly payment and now I come across your new mess with the property tax.

What in the world made you to pay 2021 property tax in December 2020 along with 2020 property tax?
How can this even happen?
For God sake if you cannot run this business properly just go away.
DO NOT TORTURE the unfortunate customers who did not select you.
I DO NOT WANT TO WORK WITH YOU.

Just an overall terrible experience. Their reps are nice, but the automated system is the WORST! And the online portal is extremely limited!

The Loan Officer, Mr. Jalen Weaver is outstanding. He is a very busy young man but he takes time out of his busy schedule to contact you back via telephone call and email. He gets 10 stars for an outstanding job.

They say they'll take your payment if you submit it before 10pm. Now 5 days later its still waiting to be taken out. Lies,lies,lies. Why not be honest about your business practice? Is it so hard to ask in this day and age to take my payment as soon as I submit it? Kinda like, oh I don't know, EVERY OTHER BUSINESS ON EARTH. You guys suck.

Loancare is HAS NOT PAID MY COUNTY REAL ESTATE TAXES. I am delinquent by almost two months. A late fee was assessed by the county.

I have more than adequate funds in the escrow account. Funds have been there since mid-April. My tax payment was due mid-June.

It takes no less than 7.5 minutes to speak to a human being when I call. I have called three times.

I can see from other reviews here and on Yelp that Loancare is NOTORIOUS FOR NOT PAYING REAL ESTATE TAXES. That is criminal.

The line I got from one of the representatives was, "We will take care of this, don't worry about it! We will pay the late fee, not you." That was on June 14.

It is July 8 and the taxes have not been paid. Absolutely criminal.

Customer service is unbelievable bad. The website does not work overseas and the email system nobody replies. In the era of information, how could a company offer such a terrible connection with its customers??

If I could put negative stars, I would. This company did not acknowledge that my mortgage was bought out by a different company. My credit was killed even though I was paying my mortgage to the correct company. I spend hours on the phone, and each time there was a new problem on their side. I have rarely seen a bunch of more incompetent people. I'm sorry for the very few people who know what they are doing. It's been three months and the problem is still not solved.

Thank you to all the ladies and gents that helped me to regain my credit. You guys went above and beyond. Albeit the time frame was askew due to hurricanes etc. it is nice to know there are still people that care out there. Well done

All of the bad reviews about this company are correct. On an impulse I requested covid19 forbearance as a safety net after reading you could continue making payments during forbearance and it would not affect a refinance. I tried cancelling the forbearance immediately after being approved for it, and have gotten no response. I have not missed any payments and am current on the loan. I have submitted multiple requests online since last month to cancel with no response. I called and after finally speaking to someone, was given the run around, and transferred to someone else, then was subsequently disconnected. I feel they are holding my mortgage hostage so they don't lose business. If this isn't resolved this week, I will be contacting an attorney.

I am refinancing and the company I m refinancing with requested the payoff letter two month ago with no response. I attempted to get it myself and was met with three different responses and assurance that I would get the letter, but still no letter. My loan was just given to them and this is my first dealings with this company. Based on this experience and the reviews, I m glad I m getting away from them. If you have an option, get out and/or stay away. Zero star rating!!!

I liked my old loan provider just fine, never any problems. Then this company swiped my loan without warning. They will rip you off in fees anyway they can and you can forget about getting a hold of any customer service rep.; and that's after you have to spend 10 minutes listening to a retarded automated system. Boooooooooooooooooooo!

Never have a problem making a payment. However, I get automated calls on occasion that hang up when you answer. That can be irritating.

Awful, awful company! We've had so many issues with them! we put our payment in and they don't apply it when they're supposed too and then they try to send us late fees saying we never paid (this has happened so many times and we are so tired of it), if you can go with someone else other then these people you'll do yourself a huge favor (I would give them less then 1 star if option was available)!

Our loan is through Freedom Mortgage but Loan Care Services the loan. They cashed our mortgage check past my loan due date and we get foreclosure paperwork dated the same day my check cleared the bank. How is it that we deserve foreclosure paperwork for being a couple days late!? I know they do this stuff to scare people but I called their customer service department and they had no explanation other then this is how they work. We've never been late before! And this payment wasn't considered late either. It's called a grace period, you idiots! I'm so glad that they will no longer be servicing our loan after April!

I had to refinance my loan to get away from these people. They actually lost a payment I sent in. However they lost the payment after cashing it. I wouldn't finance a dog house with these people.

Horrible customer service! LoanCare does not care about you or your home, just collecting your money! Refy or burn your house down! Do whatever you have to do to get rid of this company!

This has to be one of the worst companies out there today. They do whatever they want. You will get NO customer service from them. They absolutely cannot be trusted. They drafted a payment from my account after my house was sold and the account was closed. I still haven't got my money back or even a straight answer. Just BS emails requesting additional documents that weren't requested before. Just running me around in circles. Thieves.

I will never finance through a company that uses loan care again.