Consumer complaint received 2019-07-30
Company: LoanCare, LLC
State: NC
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I have an equity home line of credit through XXXX XXXX. They use LoanCare, A XXXX Company XXXX XXXX XXXX, XXXX XXXXXXXX, VA XXXX XXXX   Company for payment processing for their mortgages and equity lines. Also, www.myloancare.com is their website. 

I am unable to access my account information online anymore to make a payment, so I was instructed to call to make my monthly payments. 

Over the past six months, each month it became harder and harder to make a payment over the phone. The wait time increased each month. from 20 minutes, to 45 minutes, to 77 minutes, then in XX/XX/2019 I would wait on hold, then after 30 minutes I would get redirected to the main line and my " place in line '' was lost and the process would start over. I ended up calling XXXX directly and with the help of a customer service agent who after going through the same redirect issue I was for 40 minutes, personally transferred me to an agent to take my payment. 

Now, you can not get through on any line, all calls from XXXX and LoanCare connect to the same answering system, you are put on hold and after 30 minutes are disconnected. I have tried for 6 days to get through, all times of the day, hours each day. I have called XXXX main number again and I'm routed to the same answering system which disconnects after 30 minutes on hold. I even called XXXXXXXX XXXX and chose customer service for new loans on the answering system, was routed to an actual person, who couldn't help and handed me over to their supervisor, who was curt and  rude and would only take my name and number and said they'd have someone from that department call me in a timely fashion. ( She didn't even ask what the issue was. She just needed me off the phone. ) So I XXXX their local phone number in Virginia and all numbers are routed to the same phone system that disconnects after being on hold for 30 minutes. 

I need to make my monthly equity line payment, which is now in the grace period due to the issue, so I'm not in default! I have no way to making this payment! 

I'm now even more concerned if they are even still in business. If I do finally get a representative to make my payment through, is it going to be credited to my account? 

I have exhausted all avenues to make this payment and need help! 

Here are the phone numbers that get routed to the answering system described above : 1. The number I'm supposed to call : LoanCare Customer Service : XXXX ( answering system ) 2. XXXXXXXX XXXX Main : XXXX ( answering system ) 3.  XXXX Main XXXX ( option # XXXX = Customer Service Supervisor that can't help. Other options you can choose direct you to the answering system ) 4. LoanCare local Virginia Number XXXX, you get XXXX XXXX XXXX voice mail which directs you to dial 0 for customer service, which is answering system described above, or call XXXX XXXX XXXX XXXX, when you call that number you get XXXXXXXX XXXX  voice mail directs you to dial 0 for customer service, which is answering system described above, or call XXXXXXXX XXXX XXXX XXXX, which is disconnected.

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