LoanCare
Reviews and Complaints

We refinanced our primary home's mortgage and loancare now have it. Our closing papers included one titled "your first payment" which had instructions and an account number. I called to make sure it was correct. I was hung up on3 times before I could get through the entire menu, then I was promised a one minute hold time which was actually 23 minutes. The cs rep hung up on me (accidentally) so that makes 4 hang ups. I called again and was told that the accct number I had was incorrect (he laughed at me because apparently it was the incorrect number of digits as if i'd know that). He gave me the "correct" acct number and told me the address was also incorrect so that if I had not called, I would have sent it with the wrong account number and to the wrong address. So I set up auto payments through my bank, to the address he gave me, with the account number he gave me. I then received a paper bill with a different account number, so I called again. Another awful experience going through the menu, andi was told that I had the wrong account number and that my payment would be lost and I would have to make another payment by 9/1 to not be in default. My mortgage is close to $4000, so that's not a small thing. He did not help me, he told me no one else could help me, that it was probably going to be lost and eventually returned but he wasn't sure — someone may credit it to the wrong person, etc. So I have a huge problem that I did not cause because they are incompetent, unprofessional, and completely apathetic about customer service. I spent a total of 3 1/2 hours dealing with this and got no satisfaction or even acknowledgment that they had made multiple errors (I had received four account numbers and had to guess which was correct, I guess).

I paid off my property on 11/18/2019 and now it is 7/3/2020 and I have yet to receive the release Deed of Trust!
I started calling this terrible company since February regarding that issue.
I get one excuse after the other. First it can take 60 days before you get it. Then 90 days then 120 day's .
We are working on it.
You really will get it by June 12th it has been done. I see that it has been shipped!
I promise we are working on it.
I guarantee you we are getting it done, should be there in no time.
It has been just about 8 months now and I have nothing stating that I have my house paid off or that I own my house clear and free .
Don't believe anything these people say, really don't believe that this company knows what they are doing.
Somebody will call you ?
It has been 8 months what are you doing. Oh then it has to do with the Coronavirus!
This should have been finished before we even knew about the virus. Just one excuse after the other.
Two weeks ago I get an email that it is resolved.Everytime I call the county they have nothing and they say boy you better keep on top of this company. It never takes that long!
I was with another mortgage company for years but they sold my mortgage to this terrible, unreliable, incapable Loancare company. I made one payment then paid the house off and sure wish I would have paid it off before my company sold my loan.
Don't do business with them if you can help it. You will never ever get anything done. Instead of them having the head honcho contact you and get to the bottom of this they still just have the underlings lie to me and do nothing.
Stay away from this company it is terrible and should not be able to be in Business.
Totally incompetent, unprofessional only thing they are good at is lying to you.

I want to protest about a late fee of $20 for June. I was told this would be taken off my bill. You have so many fees that you charge, I just can't keep up. I'm 69 years old, on a fixed income and I just don't seem to be able to keep up with everything. This is one reason I don't like automatic withdrawal. I was told you would look at this fee and possibly drop it. I hope this is the case because every penny counts. Sharen K Krahn Loan # [protected].
Protest with My Loancare. www.MyLoanCare.com

As of Apr 14, 2020, unable to get Partial Release (PR) from Loancare LLC despite communications via fax, email, phone since first contact July 15, 2019. Authorized parties and property owner have been calling Loancare customer service repeatedly, almost daily, for two months and given different information with each call. The subject property is being sold, contract date was March 31, extended due to Loancare PR delay. All parties have signed and now just waiting for PR so we can close. Told by Loancare customer reps that PR was mailed to owner and to title company, but it never arrived. Each time owner calls he is told that PR was mailed that day (coincidentally!) but it never arrives. Even though authorized parties were told repeatedly that a recordable PR was done on March 30 and in the mail, when the Mar 30 letter from Loancare finally arrived on Apr 13 it was not a recordable PR, but instead a letter confirming receipt of the Third Party Authorization - basically a 100% useless document. Today, April 14, 2020, he called and found that the option for a live customer service rep has been removed from the automated call system and so now NO WAY to reach Loancare since emails and faxes are ignored. Since we can't close, the buyer plans to cancel the contract and the seller/owner will retain an attorney. We have evidence of all communications including recordings of all phone calls, all lies and conflicting responses (evidence uploaded below). After 20+ years of real estate closings I have NEVER experienced such TERRIBLE customer service and such blatant lying, delays, and procrastination by a loan servicing co.

My loan originated with Ditech and was bought outby loancare. I lost over half my income when I lost my husband in 2018. Never have I had a skipped or late mortgage payment in 40 years. I looked to loancare because they were my "loan company" I was looking for ways to save money to keep above water..they told me a refi at that time wouldn't be beneficial so they suggested a loan modification so as I listened over the phone and trusted my loan company sounded good to lower my pmts even$100 . They then said they would put me on a 4 month trial with the lower pmt. They instructed me to just pass Dec. Pmt and start with Jan for my trial..not only did they sing my credit they are keeping the pmts I've made in some kind of escrow now showing me 3 pmts skipped now I am in trouble how can they do this and still have never signed anything or even recd anything pls help me fix this Mary iden 430 Cherokee trail Granville Ohio 43023 feel free to contact me [protected] I can get no answers

I have been requesting for approximately two months the original loan note to my Lakeview/LoanCare mortgage. It seems simple enough but I am getting the runaround. I can not access the documents any longer and this is the last thing I know to do to receive that document.

I need this document by 3/30/2020 for other business needs.

Thank you for your assistance!

*BEWARE*This mortgage company has messed up more items on my mortgage than I have characters to explain. But the latest thing they've messed up is me being able to refinance my mortgage to a new company.

First of all, let me explain that I'm a realtor & work in the industry. So I know that 95% of mortgage companies can produce a payoff statement in less that 24 hours. Most of the time, they can email you an automated copy once it's requested.
I am currently trying to refinance my mortgage & My lender requested a payoff statement over 2 weeks ago. When it didn't come after newrez's "5 business days", they requested a payoff statement again last week. We are at the end of 2 weeks, with no requests for payoff statements & still, nothing!
I am supposed to sign closing docs tomorrow to refinance my house & can not because NewRez has screwed up yet another aspect of my mortgage.
When I called them tonight for follow up, they said all that I could do was request a payoff statement AGAIN & they would have it to me within 5 business days. WTF?! It's already been requested... TWICE! This company is ridiculous. They're system is archaic & their customer service representatives are useless.

Loancare lost my docs from ditech who went outta business.. For months they refused payments saying sit tight loan will start when we obtain docs.. Finally we start paying all ok then months later they demand 12000 fir those missed payments they refused to take.. All on recorded lines.. This company is a scam and trying to take my house that has equity from me...in need of help

Between March and April of 2019 my loan was transferred from Ditech to LoanCare LLC. Since I have been dealing with loan companies for over 45 years this was nothing new. I began making payments to LoanCare starting with the May 1st payment due date (check #1205 written on 04-24-2019 and cashed by LoanCare on 04/29/2019).

I received a notice dated May 17, 2019 that no payment had been received. I immediately wrote to LoanCare through their web site. Finally Ms. K. Roberts contacted me through e-mail on JULY 25, 2019 asking for copies of checks related to my loan payments. Prior to this e-mail I had sent a letter containing copy of checks, then a packet of check copies (traceable through USPS since LoanCare has made it quite obvious that they do not seem to know what they are doing). I sent a second traceable (via USPS) packet of checks since this problem was spiraling out of control.in early July I received a statement (statement date 07/16/2019) indicating that I owed LoanCare $1, 836.41. I have bank copies of check #1210 written on 05/24/2019 and cashed on 05/28/2019, check #1215 written on 06/22/2019 and cashed by LoanCare on 06/27/2019, check #1005 written on 07/23/2019 and cashed by LoanCare on 07/29/2019. Thus indicating all payments were paid in a timely manner.

In a "Payment Reminder Notice" dated 07/25/2019 I again was notified of payment not being received. I have copies of an e-mail on this same date between Ms. K. Roberts of LoanCare and myself. Ms. Roberts was requesting copies of payment checks. I informed Ms. Roberts that this would be the FOURTH time I provided proof of payment to LoanCare. I attached copies of the payment checks to the e-mail. I also advised Ms. Roberts, and attached documentation, that my credit rating had taken a dive of over 100 points due to their inability to rectify the payment issue. I also noted the cost to me so far. It was, $0.55 for letter with check copy, $7.35 for a traceable packet sent through USPS, and a second traceable packet sent through USPS for a second charge of $7.35. I feel I should not have to pay to rectify their screw-up.

On 08/08/2019 I received a statement indicating I owe a fee of $38.67 for having a late charge added to my mortgage payment amount owed. I paid my usual amount NOT including a completely unwarranted late payment fee. Realizing this situation is completely out of control and after checking online regarding people having issues with LoanCare LLC, I found hundreds if not thousands of complains. BBB alone had hundreds. Many were similar, if not identical, to the situation involving myself. Some even indicate that the process even went to filing a foreclosure on people. Also I found indications of class action suits etc. Since my credit rating had been destroyed, and now I'm facing the potential of foreclosure, I had to make a terrifying decision. I needed to get away from this company before my entire life was destroyed. I felt my only recourse was to pay off the loan to get clear of this catastrophe. I'm 68 years old and have worked for the last 25 years running my little tow truck. This involved working 24/7/365. I had managed to save a little money to retire on. Paying off the mortgage would destroy my savings and take all security away from life. The credit rating affected my Insurance quotes, ability to borrow money if I had an unexpected catastrophe, and basically completely negatively affected my whole world. On 08/09/2019 I went on LoanCares web site to determine what amount I needed to pay off the loan. There is a section with a loan payoff calculator to determine payoff amount. I tried this several times yet it would not work. I contacted LoanCares customer service by phone and requested a payoff amount. The rep. told me it would be sent within a few days. Never received it!

On 08/15/2019 I received two letters from K. Roberts of LoanCare LLC. The first letter indicated that the August payment was applied to my account as I stipulated by supplying copies of the payment check. Thus I was completely exonerated. The late fees were removed from my account. The second letter indicated that my credit would be updated in 30 to 90 days. IT WASN'T! Also in the second letter I was advised that my past payment history up to August was "current with no delinquencies".

Finally things seem to be fixed.

I calculated the payoff amount on my own. I sent a cashiers check to LoanCare and it was received on 08/19/2019.

On 08/20/2019 I received a notice that I was 2 payments behind! This was just 5 days past being told everything was fixed. On 08/23/2019 I received another notice that I missed a payment, 8 days after being told all was taken care of.

On 08/28/2019 My payoff check was returned. I was informed that it was an incorrect amount. FINALLY I was provided with a payoff statement with this rejection letter. The payoff statement included a $28.00 processing/recording fee AND $36.82 LATE CHARGE FEE. The very same fee that LoanCares representative K. Roberts said was removed in her letter of 08/15/2019. Reluctantly I made the payoff just to get clear of this clown circus before my entire world was destroyed. As will be stated later in this complaint I also dispute the $28.00 processing fee since my loan was never processed or recorded.

A LoanCare letter received on 09/13/2019 acknowledged the loan payoff. Also noted in the letter was the statement "We will forward the satisfaction/release of mortgage to the courthouse for proper removal of lien". As of this writing I have not received any paperwork such as notice of payoff on lien, Deed of Trust etc..

On October 4, 2019 I sent an e-mail through the LoanCare web site requesting paperwork substantiating that my loan was paid and the proper paperwork would be provided to me. On October 14, 2019 I received an e-mail stating that I needed to allow up to 120 days for the release of those documents. It has exceeded that time frame as of this writing. Upon doing research for this letter I discovered that the Colorado Revised Statute 38-35-124, (Requirements upon satisfaction of indebtedness), requires satisfaction of an indebtedness needs to be completed within 90 days. I now contest the processing fee charged since LoneCare neglected to actually process the release of loan.

The final boondoggle was the receipt of their standard "beg off" (or as I prefer to call it a "lets give the customer a BS letter") saying they received a notice of error (never stating what the original notice was about) on 11/16/2019. Note: this was over 2 months past the time the loan was paid off. These BS letters seem to be LoanCare's standard response to any issue. It does not indicate the initial issue and are sent out well beyond the initial complaint. Thus creating a completely foggy idea as to what they are referring to. When I researched this company online this standard form or BS letter seemed to be the response to any and all complaints and issues. The intriguing part of the BS response was that I received it on 11/16/2019 TWO MONTHS past paying the loan off. I have no idea what prompted this BS letter. These folks seem to send this BS letter out like candy. Obviously they have no notion about what they are doing.

On 02-04-2020 I received a letter from Elton Spruill ("Office of the Customer" at LoanCare). Stating that "satisfaction" was sent to LaPlata County on December 5th 2019. Nothing happened, and their "Document Control Team" is investigating. /Checking with the County treasurer (Patty) and the County Clerk (Ashli) I was informed that LoanCare did not provide the proper paper work that the County requires. This "investigation" took me all of ten minutes. Perhaps LoanCare would like me to work on their "Document Control Team" that he stated was looking into the problem. Since it is now 2 months later and they still do not seem to have a clue I'm sure I would make a great addition to the "Team".
Interesting how LoanCare blames the County for their inability to properly process a simple transaction.
Mr. Spruill indicates in his letter that the late fee was waived on August 9, 2019. I believe I also provided a copy of the referenced letter (that I received on August 18, 2019) regarding the dropping of the late fee. What Mr. Spruill neglected to note was that the closing account statement letter dated August 28, 2019 included a late payment added to the closing amount I was required to pay. Again perhaps Mr. Spruill would like to hire me for his "Document Control Team". Obviously I have a better handle on the facts than they do. This fact was noted in the original complaint with the documentation, yet it seemed to be ignored. Trying to blame me for LoanCares lack of veracity is distressing.
Contrary to Mr. Spruill's belief my credit rating has not changed since my dealings with LoanCare. I'm sure they will try to blame it on something else. That seems to be their MO so far.
Again Mr. Spruill is making a very misleading statement. He states that my first payment (due May 1, 2019) did not have the correct loan number on the payment. I guess he didn't do enough research. I never received LoanCares loan number till after I had to send my payment so that it would be on time. They sent me a few photocopied deposit slips with the new loan number well beyond the due date of my initial payment. His assertion is that this caused the late fee. YET, it wasn't recognized until August 8, 2019? It takes 4 months to figure this out? REALLY?
A few observations.
As far as I can ascertain there are only 2 people in the United States with my name. Only I have the name when one includes my middle name. LoanCare couldn't figure this out for months? When I would contact LoanCare by phone all I had to do was give them my name and within a few seconds they had my loan information.
It seems LoanCare is blaming the County and me for their complete lack of ability to handle a simple transaction. They blame the victum and a completely removed entity for their inabilty to preform their feduciary duty. As of this date for this section of the complaint it is now February 17, 2020 and I still have no recorded satisfaction documentation.

1) LoanCare LLC has unjustifiably and completely destroyed my credit rating. Their idea of a fix was to wait months to see if it recovers. To me that is completely unacceptable.

2) LoanCare LLC has stolen money from me in the amount of $36.82. By their own admission, in the letter of 08/15/2019, "NO DELINQUENCIES" exist. Yet, they decided to add that amount as a delinquency erroneously into the final payoff statement.,
3) LoanCare LLC has forced me to send numerous copies of checks to them to prove I made payments. The check copies indicate all payments were on time. Thus LoanCare should have to reimburse me for the expense they incurred on me without justification. They were in possession of their records indicating that the payments were made. Even their web site showing the accounting for the loan indicated the payments were made. Forcing me to justify them was ludicrous. The accounting is as follows. Initial letter with copies of checks $0.55, 2 traceable mailings of check copies at $7.35 each totaling $14.70, for a grand total of $15.30.

4) LoanCare LLC charged me $28.00 fee for processing the paperwork to close the loan. I have not received my deed so obviously a fee for processing it is absurd.

5) I have recently tried to buy auto insurance. I was repeated asked by numerous Insurance Companies about my credit rating. Since LoanCare LLC has destroyed my credit rating I'm sure there is a detriment that I will suffer because of LoanCare LLC. Not to mention all the other life experiences that are affected by ones credit rating.

6) The damage to me is incalculable. LoanCare LLC has destroyed my retirement. I spent the last 25 years running my tow truck 24/7/365. Over that time I was able to squirrel away a frugal amount of money so that I could retire and be able to survive. Since I'm now on a very fixed income my little savings was the only security knowing I could endure/survive an economic issue. Since I had to almost completely drain my meager savings to pay off this loan to avoid the results of a rogue loan processor I no longer can endure even the most mundane of economic issues. If, for example, I need to replace the engine in my 20+ year old pickup truck, that has 275, 000 miles on it, I now have to worry about eating, or fixing my truck. LoanCare LLC has completely destroyed my future security. I'm 68 years old with a false right elbow who now has to try to find work or a way to regain what little security I had. Since LoanCare LLC destroyed my credit rating, and having a fixed limited income, trying to refinance my house would be economic suicide. Why should I have to suffer the consequences of a rogue loan processor?

On 2/6/20 1:30pm spoke with Customer Service, "Joanna" regarding our Deed.
We paid off our loan on Dec 3, 2019.
Originally, LoanCare said would receive Deed in 6-8 weeks.
Joanna said they don't give paperwork, the County of Residence does.
At 1:43pm, County of Placer said Loancare sends the Lien Release, but they had nothing on file. Said to call Loancare & speak to a Manager.
At 1:45pm "Christina" said I have to e-mail the company(Loancare) to get permission to send the pay-off to County. I asked to speak to a Manager. She said " They are going to tell you the same thing. 30 minutes later "John" an angry man raised his voice saying both employees were right. REALLY!
I told him the information. He began mocking me saying" Oh, I am sorry we took to much time. The time you were waiting wasn't to your liking."
He exclaimed, "It takes 90 days", repeatedly.
This male Manager is totally inappropriate with customers & proves he doesn't care for his job.
I told John, we haven't received any paperwork and neither has the County.
He became calmer & said that he would send the paperwork to us & the 90 day business day rule applies for the County.
So, who was right!
This whole process of being disrespected & the attempt to intimidate me is unbecoming of any
Customer Service Company.
Over an hour of hearing your Company argue
was enough.
Teach your Employees how to act. Look at the Phone Recordings or put recordings/camera's in place.
Your dealing with Millions & Millions of dollars, don't you think you should be grateful that people are paying your wage?

Many attempts have been made to get the loan payoff amount on my mortgage. It has been about a month since the titel company made the first request, and there have been several requests made since then. What *EXACTLY* must I do to get an answer instead of the runaround? This is not a complicated question and should not require that I answer 20 questions before LoanCare provide clear and consie instructions and the name and number of the person who will do their job.

LoanCare is the worst mortgage lender. My mortgage was bought by LoanCare approximately 7 months ago. I do not have an Escrow for my Real Estate Taxes. I have always been paid by myself and paid in advanced for the past 7 years, since I bought the house. I have well documentation, proof written emails from the town tax collector who confirms no payment on my behalf has ever been made for my real estate taxes by LoanCare. The only payments made have been verified by me. LoanCare is a fraud, lying, stating they have made payments, this is done so they can willfully cheat me out of my money, destroy my credit, and frighten me with all there collection tactics. All attempts fail to speak with LoanCare directly and the 800 number they provide is a collection agency. I have certified mailed all copies proof of payment that clearly shows my real estate taxes are paid. I wrote to the error department when they finally responded with a letter that stated "we take this matter serious and will have an full explanation in 30 days". The 30 days have come and gone, no word. I'm contnuously receiving harassing emails, phone calls, and letters. LoanCare is a fraudulent company. Do not trust them. They need to investigated for fraud and shut down for unethical business practices, illegal stealing money, and lying.

i have an account as a Payor on a carryback loan which is being serviced by LoanCare...they had a property tax shortfall and deducted the shortfall out of funds they received from the Payee, instead of contacting Payee to get the additional funds. I'm quite certain this has happened to other and is their illegal status quo! Their customer service is abominable...won't give out extension #'s or last names of people in the department I would like to speak with.

They took over in 2017. Why I have no clue. They kept calling saying I was behind which I was not and sent them all payments could prove I was not. No one ever called me back even after numerous emails. Noone seemed to know anything about it when I called. Last April 2018 they sent it for foreclosure and I had to do a modification IN 2029 and basically start over. It is a huge scam. I would love to be added to the law suit.

This company advanced my escrow account funds based off an analysis they received from my state on 3/27/19. They paid the additional
funds in October 2019. They then failed to adjust my mortgage payment from April 2019 to October based of the new analysis causing the advanced. When I asked how am I responsible for this issue when it's their job to update my payment they stated that it was not their responsibility. If it's not your responsibility to update my mortgage payment based off the analysis then why do you need to be in control of my escrow account. They then informed me I would have to cover the FY19 taxes and F20 by October 2020. They have yet to update my mortgage payment based of the new property tax. Below is a screen shot were they adjusted it 2 dollars which definitely doesn't cover the 6, 000 in property taxes over a 12 month period. They then offered me a refinance which I declined. I will definitely refinance with another bank. Anyone who has this mortgage company should run the other way ASAP.
LoanCare

I have spent the better part of 10 hours weekly trying to get check disbursements for a rebuild on my home. When I call I get the same lost answers, as they deal with accounting errors on my escrow . State Farm cut a check for $193k to Loan Care. 1. Mailed the first check to an incorrect address, $63k on Nov 11. Had to put a stop pay on this Check and in another week a second check was overnighted. After our inspection we have yet to receive our overnighted check for $70k. I've been lied to stating the stop pay check was cashed after hearing that I went to my post office only to find that the original check was returned I have it in hand. When I call it is as if the person. I speak to has no idea. I spoke to Theresa and she assured me this moNey was coming only to hear the last two reps tell me they have no idea who she is. Needless to say it will cost me additional rent, labor, and hours more in calls that I have no time for. This is the worst company I've ever dealt with. Im very frustrated and my contractor is highly upset. I've done what is asked if me and this lack of professionalism from Loan Care creates total helplessness. This is my insurance money. I cannot get this company to disperse what is legally owed