ComplaintsforLoan Care
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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
Under 15 USC §1681b - permissible purpose of consumer reports, THE LAW CLEARLY STATES: Subject to subsection (c) any consumer reporting agency may furnish a consumer report under the accordance with the written instructions of the consumer to whom it relates. THIS ACCOUNT IS INACCURATE, I DID NOT INCUR ANY LATE PAYMENTS. PLEASE UPDATE TO PAID ON TIME. I dont have late payment on mortgage with LOANCARE LLC and I never made the payment late. I actually made an extra payment. Here is the supporting document in the attached file.Initial Complaint
08/05/2024
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
In May of 2024 I received a delinquent notice for unpaid school taxes for 1 of 2 parcels we own. One parcel was paid correctly the other was not. Records in my mortgage account showed that those taxes were both paid on those parcels in September 2023. I have called Loancare many times to have this issue resolved. They paid the delinquent notice to settle the school taxes but have yet to refund my account the original amount that they paid out on September 2023. This is unacceptable. I have called many places to track down the check and have been unsuccessful and Loancare has been less than helpful. This is now almost a year since the original tax was paid out of my escrow account. Because of the lack of refund to my escrow account and a new payment due soon my escrow account payment has gone up significantly and is set to raise again because it will show a shortage. In addition to this, Loancare deducted from our account the late fees that were incurred from their mismanagement of our payment. We should not be responsible for those fees. I am currently still waiting for refund to our account. This should be immediately done and shouldn’t be reflected on our account because of their mistake and mismanagement mistake of our funds.Initial Complaint
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Due to contracting COVID-19 I fell behind in my mortgage and the city of Lakewood has a program to help me pay with my mortgage if I was affected by COVID-19. I have been working with Lakewood City Hall Mortgage Assistance the end of February. March 4 I made my first contact with LoanCare to fax them the required document that they need to fill out in order for me to receive assistance. The representative that I spoke with gave me the wrong fax number so when I called them again March 7 they said that they did not receive anything and told me it was the wrong fax number. The representative of March 7 said it would be easier to email it which I did. We then had a problem with third-party authorization and I sent in all the documentation and was approved to have a third-party speak on my behalf on March 15 so we sent in the paperwork that they need to fill out for the mortgage assistance again. Each time that we have talk to somebody they keep telling us that they do not have the document or they say that they have the document and they will send it to escalation department and someone will have it filled out within 48 hours and sent back to our email. That never happened! I spoke with Latoya March 28th who said a team leader is going to be in charge of filling out that paperwork and then they will return it to me within 48 hours, that never happened. I spoke with Jason Monday, April 4 and he said that he sent it to multiple people to make sure it would get filled out by someone and returned within 48 hours, that did not happen. The lady helping us with mortgage assistance also reached out to LoanCare and did not get a response back. I spoke with another representative today, April 6 and he said that there is no documentation attached to my ticket number or my file so I had to fax it to another number and was told to wait 48 hours. This process has been drug out for way too long without proper communication from the representatives And left in the dark!
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.