LoanCare
Reviews and Complaints

Had issues last year when they would receive my payments/checks on time but then not cash them until after the delinquency date causing late fees. I threatened to go to the BBB and they reversed what had hit my credit. Then i was advised to sign up for autodraft. They took the money out on the correct day but it took them 25 days to process the payment. Causing another late payment. Idk what to do? Help?

Loan Care does not respond, I filed and you should also file with the
Consumer Finance Protection Bureau. (the us government web site)
consumerfinance.gov (CFPB) Its very easy step by step instructions
have your loan # available.
This company is charging me escrow, I pay my own taxes and insurance,
also not applying payments properly, sent in $1000 towards principal, not applied!
several emails and phone calls, nothing..my lawer also is now involved.

Loancare has been paid after the closing on our refinance and that happened July 24th, 2019. I contacted customer service on the 31st of July and she told me that the check will be mailed on August 5th. I called on the 6th to verify that it was mailed and they told me no. They said that the notes said only for me to give them enough time to process the check but nothing about the 5th. I asked them if they can tell me where it is in the process and they said that they can't do that. I told them that I was going on vacation next week and that we were hoping to have the check by then. They said that I shouldn't have planned our vacation around the check. 3 different people gave me different answers including a manager with customer service about how long it is suppose to take to receive the check. One said 20-25 days, the manager said 20-30 days, and the other said 25 days. I also have the refund payoff statement that says it can take up to 20 days. So which is it? The customer service is horrible and if I don't get a call back from someone who can actually help me within 24 hours, then I will start posting horrible reviews anywhere that I can, including Facebook, google, bing, Instagram, Twitter, or anywhere else that I think that a review is needed. This has not been a pleasant experience at all. I was on the phone with them for over 1 hour (mostly on hold) and nobody could even tell me where in the process it was for us to receive the escrow check. My number is [protected]. I will give it 24 hours for a person to return my call with better information rather than saying we can't and won't help. Thank you.

Loancare purchased my VA loan and began scamming me with extra fees that are not on my contract. Once I asked LoanCare to delete those fees, they used my escrow account to pay them off instead of deleting them and didn't officially notify me. May 29, 2019 I called loancare because they were charging me for property taxes for which I'm exempt and the escrow agent informed me that loancare was using my escrow account to "catch up" on my balance. I shouldn't have had a balance due because I paid the "amount due" from my online account every month through June 2019. The escrow agent lied and told me that loancare called the Maricopa County tax office and the tax office said, "You're only a little bit disabled so you're only exempt for $300 in taxes...I'm not sure the office would be willing to call them again." I have emailed loancare through their website several times and didn't receive a response until my July 2019 email in which I detailed the extremely poor customer service and requested a refund for the amount that I overpaid.Their response was they are aware that I'm exempt from property taxes, but they don't have the exemption amount yet. That's a lie. It's not possible that loancare contacted the tax office and didn't receive the exemption amount. In addition, I have sent loancare copies of the tax exemption notice from Maricopa County stating the amount for tax exemption four times, but they ignore them. Loancare is intentionally overcharging me. I have taken a screen shot of my balance due every single time I've logged on to my account, screen shots of every message that I've sent to loancare and other pages of my account to include the confirmations for any correspondences I've submitted.
Loancare decided to send my coercive paperwork implying they would foreclose my home even though I've made the correct payments according to their online pages and paid at least $395 over my monthly amount due. Two weeks after these foreclosure warnings with documents requesting my financial obligations, loancare sends me documents declaring my loan in default with an amount not shown online just like all the other declarations. I've been contacting loancare since 2018 and they refuse to fix the issue. Just like Bank of America prior to the real estate market crash when that company conned homeowners into foreclosure. Military disabled veterans shouldn't have to be concerned with companies scamming them for the little money that we receive. I simply requested to be charged the correct amount and loancare continuously ignores me.
[protected]

I had Loan Care and didn't have any issues until I did a refinance with cash out. The customer service never communicated with me except when I emailed them asking if we were going to close on time or should I make June's 2019 payment. They assured me it would close prior to me be considered late. The notary came to my house and said the same thing. Don't make your June payment. I didn't know it closed till I received a FedEx overnight letter with checks for me to mail off and pay my debtors which is why i did the cash out. I mailed all my checks the next day. I say a week later maybe two I received a letter saying they sold my loan to SunWest Mortgage. I was like, what, wow, um ok. So I get all these welcome letter from SunWest and a goodbye letter from LoanCare. I registered on SunWest site so I can pay online. I even went to Loan Care site and saw that I had no balance, and printed out a payment history which shows the loan paid in full and no balance. here comes July 1st, time to pay. I tried to pay on my new providers website and it asked me to call. So i called and they said I was paid up and they don't show a payment due till August. I said humm, well let me check again on LoanCare site, I log in and says this loan was transferred no payments can be excepted. I called the 800 number and was on hold for ever, told LoanCare they sold my loan and I am confused about my July payment. She looked up my loan and said, oh yes let me get you your new service provider your loan is closed. Puts me on hold, then "click" i was not going to call back. She gave me what I thought i needed to hear and I had all the printouts and screen shots i needed. So its July 27th. I have been with SunWest for a few weeks, scheduled my August payment already and get mail from Loancare saying that I owe them two months of payments. Mind you I go ballistic, two months, WTH! I have NEVER been late once and my credit score means a lot to me. So after two sleepless nights I call LoanCare on 7/30. I am on hold for over 2 1/2 hours. I took a photo of that also. I finally get an answer . I said I would bet the reason for the long hold was a lot of your other customers may be in my same situation. He said oh, there are a lot of customers calling to pay their mortgages. mind you its July 30th and yea people are all over paying early and paying the convenience fee to pay over the phone with a live person, RIGHT. I tell him my whole ordeal and he sensing my frustrations says its all normal protocol to ignore the bill and start paying my new service provider. i also told him my credit score went down and when i pulled it I showed having TWO mortgages of almost 1 million dollars. He said oh don't worry it will be off the next month, If anyone had this problem please contact me. I have all my paper work and I swear if they mess with my credit report I am getting a lawyer. They must have had a system update or crash or plain incompetence, either way they made the error. Not me.

I cannot get ahold of the lender. I have been trying to contact for 2 months. On hold for an hour and half and other times and hour with no real person to talk to. I don't even know if I'm sending payments to the right place because I can't get ahold of anyone. My loan was sent from Ditech and transferred here because Ditech filled chapter 11 bankruptcy. Where is my July statement? I have yet to see or hear from anyone. I don't even know if they applied my last payment

I am trying to reach someone at this company because my mortgage loan was sold to them and I have received several letters all with different addresses on where to send my first payment. Also letters saying that Lakeview Loan Servicing will be my new servicer. I cannot tell where I am to send payments to. The mail is confusing with 3 different addresses and no one is answering the phone. Also, their App does not work, it continually tells me my social security number is incorrect.
I cannot get ahold of anyone and sure enough my payment will be late and they can hit me with a 50.00 fee. I have never heard of this company. Why PRMG did not investigate them first I can not understand. they have nothing but negative remarks on horrible customer service and in my case no customer service answering the phone at all.

Mortgage was taken over by Loancare after Ditech went bankrupt this spring. I use bill pay to make the payment 10 days before it is due. Made a payment on April 23, 2019 for May mortgage then May 20, June 20 and July 19. Guess what? I have not been credited for any payments. I received notice in June that I was behind in mortgage. I contacted Loancare on July 5, 2019 and they said we found the monies from April, May and June but it was not applied to my account. This would be corrected within five business days. No it wasn't. Since then I have contacted them on July 15, July 17, July 19, July 22 and July 25. Same story money there but not resolute yet. Give it more time. Getting phone calls almost daily that I am behind in payments. Now While I wait I get a notice I am in default. Checked account today and still no credit for any of the four payments. Sent certified notice to their Mortgage Resolution Department with copy of bank bill pay drafts, their acceptance of the monies and bank statements showing payments today. Next step is contacting the Consumer Financial Protection Bureau and an attorney. This is going to be a fight to keep off my credit as it was 840.

I have 3 properties with loancare and live in Japan, need to get tax info now and access my account, but not one time have I been able to open the website: www.myloancare.com What can I do? It is not my computer, as I have 4 laptops and a desktop and used various internet services, nothing works. David Allen Weng I am told you may not read this unless I add some more words...please help!

My complnay - first crook (ditech) - solde my mtg. To this 2nd crook. I found this out while in the eu for about 5 months to help a family member. First, I was never able to get online on their website, as it deos not work in the eu! Meaning, I was not able to make a payment or make any arrangements - like open an accoiunt, set a payment, or anything, simply, because, I was not even able to log on to their website. Once, I got back, I sent an email asking for the late charges to be removed from my accouint, as I was supposed to have a 2-month grace period, but nevertheless, I paid the first 2 months with a late charge - I asked for these to be removed, but nothing was done, or no contact made.
They just asked me to pay $330 for my escrow. It does nto say if this is a one-time thing or what is going on. There is a corporate advance balance charge of $15.00 - I have no clue what this means - as there is no explanation. Each statement seems to have a new adddiotnal charge, a different one from the statement before.
I feel like I am getting ripped off, just so these stupid companies can go bancrupt, sell my mortgage after they rip me off, and so I could just have this happen to me all over again with another crook company.

I have requested multiple times to apply the funds of $129, 422.22 to my account with AgFirst that was posted on 6-14-19. My account is currently showing to be delinquent for the month of July, a stop payment for the month of July was put in place per the request of Mark McAbee for this payment. I cannot get support from calling 800-919-5632, I have requested multiple call backs and have left voice mails on phone number 757-955-8781. I have emailed to Mark McAbee and faxed a notarized request to apply the funds to my account and close. Sent to fax # 502-721-9776 on 5-29-19 per the request of a loan care representative.

7-1-19 Spoke to 'mmcabee@agfirst.com' and emailed a signed letter requesting payoff of the account.

7-9-19 Sent to escalations department to expedite the payoff. A credit reporting has been placed on hold until August. Also emailed 'mmcabee@agfirst.com' and 'SMMU@agfirst.com' again. Tara called today also and got nowhere.
Tracking number- 677694
Spoke to- Lindsey Butcher

This company is horrendous! During our closing with the lawyer I specifically asked if out loan would be sold? No was his respinse. 2 months later it is sold to Loan Care and nothing but problems since.

We have signed up for automatic withdrawal on their website. It disappears and we owe a payment. NUMEROUS times we have sat on the phone with them giving them our financial institution information for payments to be taken out. Payments appear as though they're being processed only to go back and look and see "Bad check reversal" It is absolute hogwash! We are now, according to them, 2 months behind on our payments, which we have now sent directly to them, by check.

This is a disgrace.

My loan was also taken over by LoanCare and it has been a nightmare ever since. I was also given an escrow without any notification or agreement from me. They have the worst customer service I have probably ever dealt with. My wife and I have been lied to on multiple occasions. Hung up on and even transferred to a "fake" manager. Our escrow account has been screwed up for 2 years now and they have owed us money for same amount of time. I am extremely tired of this company and would love to see something done about them.

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, policies, procedures, and knowledge of finances are, but here goes.

They had a policy change this spring that they did not notify me 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.

May 16 call - the representative told me my April 30 half payment had been mis-applied directly to principal, and they would get it reversed to be applied to my payment

June 14 call - the representative told me their system changed and only accepts one payment a month now, and this is why my payment went directly to principal, and they would get the April 30 half payment reversed and applied to my payment

June 21 call - I called again because the payment had not been reversed. I was told the representative couldn't tell me why it had not been done yet, but they would get it done.

June 27 call - I was told the matter would be escalated to a supervisor because this representative couldn't tell me why no one could get it reversed. I was told it would take 1 or 2 days to get the payment reversed with the supervisor, and to call by June 29 if it had not been reversed.

June 29 call - the representative said she could not escalate or help me, because it was already escalated to the supervisor level. I asked to have a supervisor call me on Monday July 1, because every time I call, their phone system says they have high call volume, and wait times are greater than an hour. The representatives response to me was, "You got through pretty quick today, didn't you?" That was completely unprofessional, and the supervisor never called. The payment was actually reversed on July 1 though.

As of July 10, 2019, my account still shows as past due, and my July 1 full payment has not posted as of July 10. This electronic payment came out of my bank on July 1, 2019, and was supposedly to LoanCare on July 3. I have never had a payment take longer than 5 days to post, so I called them again, twice, on July 9. Once again, the automated system said they have high call volume (go figure, they mess everything up), and wait times exceed an hour. I 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.

I called promptly at 8am on July 10, and a representative picked up right away. I asked why my account still shows as past due, and she looked, and said I'm not past due. I asked why the mobile app and website shows me as past due, and she couldn't answer that question. I then asked if they had received my July 1 payment, and she said they have not. She told me to send proof of payment to their payment research department, so I did that and provided her the tracking number the system sent me. She then said the issue will be investigated and resolved by July 17, and to call back if it has not been resolved. I don't have high hopes that this will be resolved, or that I will not have issues in the future.

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. If someone from LoanCare sees this, please do not tell me to email or call, because I know that will not get a response. This sham company has to be stopped.

My loan was change to this company, and I make my monthly payment via phone, give my bank account to direct debit every month for the same amount, but the charge me a extra 3, 230.00 (i'm not authorized this payment)
Went you call they put you in hold for more the 40 minutes and went finally answer they said they will transfer you to other department and make you wait other 40 minutes, finally they cut your call, so you will need to call again!
Never a solution is a scam!

My loan was transferred to you May 2, 2019. I've tried calling you on many occasions. On hold for an hour and a half. No one answered. I tried accessing my account online more than 10 times and it doesn't accept the information I've been told to enter like my new loan number with you. Can someone call me. loan # [protected]. I was told by my previous mortgage company that the terms are the same on my new mortgage as on my old mortgage but I need to know the truth.

I have made numerous payments over the 19 months of owning my house with LoanCare never had an issue what seem to be a great company with me was wonderful then it started on January 2, 2019 they stop sending me my monthly statements up to my mortgage payments sent me nothing about it made me fall behind in payments and when I try to contact them and file for lost litigation they lost all that paperwork even after asking for all legal documents including the original copy of my tax returns have yet to hear anything and now they want to put me in Foreclosure because they have denied my payments for the last four months or return my payments I was one month late prior to all this issue and I offered to pay them $1000 to get caught up for that month my payments are only 442 a month at that time then they told me no my payments are $650 a month and they will not except anything less than $1300 they've denied my payment since then and now I have to hire an attorney to help me save my who foreclosure because I have denied my payments for the last four months or returned my payments I was one month late prior to all this issue and I offered to pay them $1000 to get caught up for that month my payments are only 442 a month at that time then they told me no my payments are $650 a month and they will not except anything less than $1300 they've denied my payment since then and now I have to hire an attorney to help me save my home. I have tried to go on website to do anything and it tells me to contact them so I do and I get very rude customer service people to where they tell me I'm a pathetic excuse for a human and I need to quit making excuses about paying my bills that they rather have me in foreclosure then to allow me to make a payment so they stop all payments and refuse to receive any payment from me . But like I said in the beginning and never had an issue they were great to work with it all started on January 2, 2019 and when I called to ask for a copy of my statement they told me they will no longer send me a copy because they rather have me in foreclosure so I still try to send in my payments they still send them back no matter what amount I sent including the full previous balance they claim

This company took over my loan from ditech in May, 2019. I made my June payment through my Bank of America bill pay like I did through ditech for years. LoanCare says they never received it and I've submitted proof of payment from my bank and now I haven't heard anything back. I've tried 8 different phone numbers I have found for this company and they all ring to the automated line that doesn't even give you the option to speak to a human. I do not like the fact that my mortgage is being serviced by a debt collecting company. I've read a lot of disturbing complaints about this company being very shady. I am currently looking to refinance and get out of this situation.

I don't know where to begin... I bought my new construction house in August of 2018. At the close of escrow, I put over 10, 000 in my escrow account (VA loan.) When I received my first tax bill due in December, I sent it to them, but they refused to pay out of my escrow account saying there was not enough in it to pay the taxes. I paid the taxes on my own. I got the second bill due in April along with a supplemental. At this time, my escrow account had grown to over 17, 000. I asked for an escrow analysis and to pay the taxes out of my account. I was refunded about 10, 000 from my account and they paid both tax bills. One of the tax bills, however, they paid incorrectly. The tax bill is now delinquent. I called 11 times (on hold for hours). When I finally spoke to a representative, they would tell me "they are making this a priority" They never returned my phone call and the tax bill is still unpaid. I filed a complaint with the Consumer Financial Board. When they received the complaint, they said they can no longer talk to me about my original complaint. They closed the complaint with CFB without getting my statement. The information they put on their response was so incorrect it was comical. I am looking at other ways to hold them accountable.

I have tried to register my new account (apparently) on website, I have the loan number and I sure as hell know my SS#. But when registering it states that I have given a wrong SS#, not hardly.
Also tried calling 8 times now, 8 times. Took forever to get to the option to speak to a representative, guess what anothe 10 minute wait then they say office is closed. The calls were made at 8:00am, 12:00 pm, 2:30 pm, and 8:30 pm. Beleive it or not I can read, it states your hours are from 8:00am to 10:00pm, WTF. This is a joke, I am trying to get my account set up. your customer service so far, sucks. Website is a joke.