Consumer complaint received 2021-01-24
Company: LoanCare, LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX my mortgage was transferred to Loancare. I have a few hours of video Navigating the website to backup every single statement regarding this companies business practices. 1 star reviews are consistent with these same issues as well, these are not isolated incidences. Loancare has a few ways to log into your account. One is an ( which doesn't work ) and the other is online. I generally pay my bills online and this includes my mortgage ( Loancare charges {$10.00} for online payments ). More often than not I can not log into my Loancare account. Though I have a XXXX computer and my passwords are all saved and enabled by a fingerprint, Loancares ' website rarely lets me gain access to my site. Seemingly every single month I spend 2-3 hours trying to contact someone at Loancare ( through a looping phone system that intentionally loops the user through a series of misdirected prompts ). If I am lucky enough to get through to a live voice they offer incorrect assistance in logging in or reseting passwords and will not stay online while you go through the unsuccessful process of trying to get into your account. This happens months and it is clearly intentional. I have sent Checks to avoid the monthly frustration of using their ever changing site, but Payments are mysteriously received and processed late. Loancare then applies a late payment fee to the account. The last straw was this morning. I have an appointment with my accountant to file my XXXX taxes. I spend two hour trying to log into my Loan care account to gather statements pertaining to property taxes. The website allows you to enter the User Name and Password and then thinks and comes back to the login page. I reset and verified my user name and password through the automated system. If the password is incorrect the system issues a warning that your attempt failed due to entering the wrong password and prompts a message that you have a failed attempt and that 2 more unsuccessful attempts will lock you out of your account ... Entering the correct password just continues to reset the page. There is no way to access my account information, make online payments or contact anyone in regards to the ongoing issue. It is a stressor every single month and this isn't opinion. My Loan originator let me know that the company is extremely difficult, unethical and intentional in their methods. This needs to cease. It is bordering on harassment. I just want to have access to my mortgage info, tax info and be able to pay my monthly payment without jumping through 2-3 hours of hoops every single month. I believe that Certified mail is the only way to pay this company without aggravation. What about my tax info? I have not figured that out. Please help the thousands of us who deal with these unethical business practices every single month. No one deserves the absolute XXXX that this company causes in peoples lives. Loancare is an unethical company whose business practices are shady at best.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation