LoanCare
Reviews and Complaints

I was approached by Loancare last July 2020 to go into forebearance. I accepted it as we were shut down due to the Pandemic. Well in January 2021 I contacted Loancare about coming out of forebearance and was told I was eligible for a loan modification where my interest rate would be reduced to 2.8% and my payments would be a little over $500 per month. I was happy and stated lets do that right now and get it going. After hearing nothing for a month I called back where I was told that was wrong and not happening. Hear it is July 2021 and still not out of forebearance and still no clear honest explanation or pathway back. Many phone calls, many letters, and niow complaints and almost to the point of getting an attorney and taking them to court.

For a year now I have been trying to have my loan modified from 15 to a 30 year loan, in order to lower my monthly payments, all the while I was in forbearance. Phone calls and emails have had no result. After receiving my escrow statement in Nov., I sent a check for the full amount of taxes and insurance to the escrow dept. it has yet to be applied to my escrow account. At that time I also submitted paperwork to Loss Mitigation for a loan modification. In March I received a call that my loan had been approved and I would be contacted in 30 - 45 days. During this time I continued to call concerning escrow account. Each time I was told an audit would be performed on my account. When I finally spoke to a Loss Mitigation supervisor, I learned that my loan had not been approved for modification and I would have to submit new paperwork and reapply, which I did in April. My forebearence had expired, and I have now been making full payments for three months. During this time I have called every two weeks only to be promised that my requests would be expitied, and each time I learn that nothing has been expedited or audited. It is a do nothing company and my only option sees to be moving my mortgage from ARC Home Loans to another company.

Made the three payments required for loan modification. The first payment went through ok but I had the second two come out of a different account. I noticed a payment had bounced because they tried to take it out of the wrong account, not the one I had given. I was locked out of my account and was told it would be unlocked when I am current so I could not see what was going on. I called and explained that they tried to take it out of the wrong account and the representative said they see that but that it is fine it did come out of the right account. So I did the same with the third and the same thing happened and when I called I was told the same thing. We got the loan documents to take to a notary and sign and send back which we did. Then I never heard anything. I tried to get into my account and still couldn't. I called to say my first payment was due and then was told the modification was canceled because of two missed payments. THIS WAS NOT MY FAULT! And they didn't even contact me about it, I received no letter or anything as if they just wanted me to believe we had the modification done. They told me to reapply which I will do but I am also talking to a lawyer about their negligence

I have been attempting to have my loan modified from a 15 year to 30 year mortgage in order to lower my monthly payments. This has been dragging on for a year now. All the paperwork was submitted in November of 2020. In March I received a call telling me that I was approved for a 30 year loan and would be contacted in 30 - 45 days. My son was on the phone and took notes on the call. Time passed and nothing happened except I continually received emails that my forbearance was ending and I need to contact the company. I have sent emails and called. Getting thru to a real person is a commitment of at least two hours time. When I finally spoke a Loss Mitigation manager, Bob, he told me that there was nothing had happened on my account, and I would have to resubmit all the paperwork, which I did in March following our call. Since then I have called every two weeks and yet nothing has transpired. Each time, the person I speak to promises to push my request thru, but still nothing happens. I'm so weary of all the same old promises, and yet each time I call nothing new has happened. I need to lower my payments.

And that brings up another point. I paid my entire escrow balance for insurance and taxes in Nov. and the check cleared the bank in Dec. The money was never applied to my escrow account. That in itself would lower my monthly payments. Each time I call I'm promised that my escrow account will be audited, but it never happens.

Today, I received the exact same story from Steve, a team manager. Nothing will come of it I'm sure, so I am beginning the process of shopping my mortgage to other companies. Anything will be better than this.

This has been happening since March of 2021. I have since made close to 100 phone calls to Loan care, WHEN you can get someone on the phone which is next to impossible you get a variety of different answers to your questions that have negative consequences for the consumer. I am currently on hold on 3 different phones trying to get help to access my account online to make a payment which I can no longer access. Every time I call there is another reason why I can't access this. I missed ONE payment because my daughter needed Brain Surgery the resulting 6 months has been a nightmare. Now after I just got a person on the line they hung up on me. This has been the worst customer service I have ever received.

HelloI have been trying to get help with my account for the past few weeks. My loan maturity date is incorrect (somehow 8 years off! and not in my favor) and my social security number is incorrect on my account. I can no longer log into my account online and access any of my information. I was in forbearance during covid and my account was deferred on 10/1/2020. I paid November, December and then went into another forbearance which is ending July 1, 2021. Calls were made 3 times today 6/21/21 to reinstate my loan and defer the payments to the end of the loan term.

My son, Michael called once (approval on my behalf) and he spoke with Amber Slores, who told me her supervisor said deferral was not a good option and that we couldn't do that. I asked to speak to a supervisor, I was transferred and no one ever answered after being on the phone for over an hour.
I decided to call by myself a 2nd time regarding all of the above and spoke with Amber Slores again. We discovered that my social security number was not even correct on the account. She told me that my mortgage was put into another forbearance from august 2021 to November 21. I told her this was never authorized and I just wanted to reinstate this mortgage and defer it. She said I would have to submit an application with loss mitigation and transferred me. No one ever answered after another hour 

My son called a 3rd time and spoke with Darlene and we went over all of the above again and it seemed like we were getting somewhere until all of a sudden the computers were slow .Then Darlene came back and said it was denied because we answered no application questions (which never happened).  Darlene would not giver her last name, he said a supervisor was not available. 

July 1st is approaching, I have received no paper bill, no deferment, no access to my online account, they still have the wrong SS number. 

I am in the process of having my loan deferred just coming out of forbearance. I have been told numerous times documents will be coming. They have not. I get an email every 3 days saying it's on its way in 7 days this email has been coming to me for 2 solid months I have also been told each time I call that no payment due till July 1st. Now I have a letter saying that I am past due and in default. Potentially harming my credit profile. They sent a letter stating call a number and email this address. Email Does not even go through it bounces back. Can't get anyone on the line now with the phone number. How convenient. I see this happening left and right with my own clients. Eventually harming their credit.

I have been unable to actually speak to a customer service representative to pay my mortgage. There is no automated option for any of the 4 phone numbers I have tried. In addition there is no option to speak to anyone. It is just a default recording talking about covid 19. I am unable to find my full loan number and therefor cannot access my account online to pay. There is no way to make the payment at this point!

As I sit on hold to speak to someone after speaking with someone for an hour and needing to speak to someone else. My daughter had to have brain surgery I had to take an unpaid leave of absence I missed 1 payment and the amount of grieve, time on the phone with them and misinformation is historic. Once I realized I missed a payment I contacted them. They told me to request a forebearance and that I wouldn't be reported to the credit bureau any longer which they still continued to do. When I called them they told me I needed to write a letter even though it was their error which I did and it was denied of course. Inaccurate information on their website, agent after agent provides wrong or misinformation, unable to get a supervisor on the phone after repeated requests and holding for over and hour. I see lots of bad information about them a class action lawsuit is needed against them. Bad deceptive business practices.

Good morning, I tried to make my payment numerous times though your website via computer and phone application, the website kept crashing down for five consecutive days. I had to call to make my mortgage payment and somehow I got charged for two payments instead of one. I'm very disappointed with your service, how do you go five days with your website crashing down and not get if fix! And why do I get charged twice for making a single payment!?

Our loan statement includes a charge of $90.17 on top of the mortgage payment, and all I want to do is ascertain where this charge came from, but Loancare makes it a virtual impossibility to get hold of anyone to find out where the charge arose.

I called and keep getting disconnected no matter what menu option I take (after being forced to listen to irrelevant recordings.

I tried to login to the webpage, but it intervened after I logged in with a two factor verification, and when I entered in the 5 digit verification code, it still wouldn't let me in.

Loancare should not be allowed to do business servicing anyone's mortgage.

My loan was paid off 3/3/21. After that date, I had an escrow balance of $1130.55. Two payments have made from my escrow account for 111.88 after the pay off occurred to "mortgage disbursement." My payment history reflects a payment was made to (borrow) myself of $906.79 on March 17, 21. But I have not received that payment. I have attempted to contact loan care through different methods. I am unable to get ahold of anyone. No one will respond to my requests for information. I want to know why payments are being made from my escrow account when it is paid off. And I want my full escrow balance refund.

Got email saying to hurry with signing the modification loan that approved and send back. We never got the documents! I have called, emailed and tried to get into my account which they locked me out of. No one will return my calls or emails and I keep getting recordings that they are backed up. I worry that they want to foreclose on my house and take my equity. How can you send an email saying you are approved but won't send documentation? I repeatedly tell them I never got them but it doesn't get resolved but they tell me my time is limited

I've been having issues with MyLoancare since I've been with you all. I'm going to be filing a lawsuit against MyLoancare and they're horrible business practices. I've never seen a company operate the way MyLoancare operates. Monday I'll be talking to Lakeview file a complaint with Lakeview against myloancare and I will be talking to my lawyer. I paid my mortgage back in February they claimed they never received it then when I called Lakeview. Myloancare finally called me back after two weeks of me trying to reach a representative to tell me that they actually received my payment. And for me not to worry and my credit will not be affected and they gave me an extension to pay my March payment. By April 15th. And they will not report me to any credit bureaus so my credit will be safe. All of the sudden I have been getting calls from myloancare. Collection calls after they told me I was fine and as long as I make my March payment by April 15th. There will be no reporting to the credit bureau‘s. I tried again unsuccessfully to reach a live person at myloancare for a week straight. Still to no avail. Then I receive letters in the mail saying my loan is in default. After I was told that I will not be reported to the credit bureau‘s. After myloancare told me they will not report me to the credit bureau. And that I had until April 15 to make my March mortgage payment. I plan on going to the media and also connect with other individuals that had negative experiences with myloancare so they can join me in going to the media and exposing this deceptive practices that MyLoancare engages in . As well as I'm filing a lawsuit in court to stop all actions that myloancare will attempt to do. As well as talk with Lakeview loan servicing about this issue. You all are Deceptive unprofessional and you all have a track record of doing bad business I will do all that I can to expose you to the media and file as many lawsuits as possible in addition to doing what I need to do and bring this attention to Lakeview loan servicing.

I was charged 2 months of late fees because they indicated my dec 2020 payment had not been received. My payments have always been submitted via a recurring payment option thru my bank, which they confirmed, and I provided the confirmation to loancare. Multiple phone calls and e-mails resulted in no response and then magically my dec payment was returned to my bank in feb stating that my account had been closed, never happened, which also cancelled my next scheduled payment. I provided the letter from my bank indicating the return of payment and was told I needed to provide confirmation of my banks original payment transfer. Apparently proof that they errantly returned payment was not enough. Today I received notification that my loan servicing had been transferred... How convenient!

Loancare has taken upon themselves to change my address and phone number on my loan, without my permission. I emailed them, tried calling multiple times, and you only get a recording, written snail mail, and 60 days later, nothing has been corrected. No one has responded to me. Someone in their company is trying to commit fraud and instead of trying to correct this, they are continuing to dance around the issue. I have no idea what they are trying to pull, but it can be only suspicious. I had my loan sold to them, so I had no idea this company was going to ruin my life!
They are a complete scam. Nobody seems to care about the little guy.

I submitted my mortgage application assistance on February 4th and since then no one contacted me regarding my application, I called few time and they said someone will contact me but it never happened, it's been already one month since I submitted my application, I was waiting for them to call to discuss my options but no one did, and I checked my account online today and my application status suddenly disappeared, it's really frustrating, I was hoping to do loan modification to lower my payment since I lost my job, my name Rula Odeh loan number [protected]

1. Qicken loans sold newrez my loan 9/2020. (bi monthly payments, every other tuesday.)
2. In 1/21, I am getting calls and late notices.
3. "glitch" in their system-all my morgage went to principle-I am late becasue they won't take the next payment out until I cover the back payments.
4. I paid 1/2 my monthly amount 2/2/21-"they don't have budget payments."
5. I get a packet of foreclosure information.
6. Emailed, called multiple times-no results.
7. Called today 57 minutes on call. I need to pay 1.5 months so they can collect for march 16.
8. They can't take this months payment out because "i'm behind!" supervisor got on-disconnected-she couldn't hear me and gave me the same number to call.
9. I want my bi-monthly payment automatically dediducted with no more mistakes, late fees, or foreclosure notices.
10 the money is there, they can't seem to figure out how to do this.
11. I don't have time to teach them their business. Fix it in a very timely manner or sell my loan.

To whom it concerns,

I have been in forbearance with my mortgage company, New REz/LoanCare and now need to apply for loan mitigation but no one assists and the phones are all recordings, and the site does not answer the questions to apply.
It has been months of trying to figure out the next step with them. They direct you to thier website which I registered to sign in, but again the choices given for my situation are limited and getting a real person to talk with is next to impossible. When I do get ahold of someone the next phone number goes through the same long wait time and has not yet helped my situation
concerned of forclosure.

Walter Sharp