Consumer complaint received 2023-11-30
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Subject : Urgent Complaint Against LoanCare for Negligence and Inadequate Response to Data Breach Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against LoanCare, a subsidiary of XXXX XXXX XXXX ( XXXX ), due to their mishandling of a recent data breach and subsequent failure in customer service and communication. 

Incident Overview : On Tuesday, XX/XX/2023, I attempted to make my mortgage payment before the due date. I found LoanCare 's website to be non-functional, with no communication or notification provided regarding the service disruption. Additionally, efforts to reach customer service via phone were unsuccessful, met only with automated messages and no option to speak with a representative. 

Discovering the Data Breach : It was through independent internet research that I became aware of a cybersecurity incident involving XXXX XXXX XXXX. XXXX reported that XXXX, one of the largest real estate services companies in the U.S., experienced a cyberattack affecting its subsidiaries and customers, causing widespread confusion and uncertainty. Despite this public disclosure, LoanCare failed to communicate any information about the incident to its customers, including the potential risks to our personal and financial data. 

Continued Service Failures : On a subsequent date, LoanCare notified customers that the payment system was back online, requesting that we re-enter our banking information. This request, in the context of a potential data breach, seemed extremely risky and inappropriate. Repeated attempts to make a payment over the phone were again met with no live support, only automated messages and abrupt disconnections. Additionally, please reference this link which demonstrates LoanCare has been down for many people still ( including myself ) despite them indicating last night on XX/XX/2023 that the website was back up and running : XXXX XXXX XXXX  Impact and Concerns : The lack of transparency and customer support from LoanCare in the wake of a serious data breach is alarming. My primary concern is the security of my personal and financial information, as well as the potential negative impact on my credit due to inability to make timely mortgage payments despite my repeated efforts. The lack of a clear response or guidance from LoanCare has left me and undoubtedly many others in a precarious and vulnerable position. 

References and Reporting : XXXX has extensively reported on the XXXX data breach, revealing the scale of the incident and the lack of effective response from the company and its subsidiaries. This information, alongside my personal experience, paints a worrying picture of LoanCare 's negligence and insufficient customer service protocols. 

I urgently request that the Consumer Financial Protection Bureau investigates this matter thoroughly. It is critical that companies like XXXX ( and its subsidiary, LoanCare ) are held accountable for their actions, especially in incidents involving sensitive customer data and financial transactions. 

Thank you for your attention to this serious matter.

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