Consumer complaint received 2023-12-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: TX

Complaint narrative:
I have been unable to work out a solution through the call center and no other contact information for loan care can be located. I am writing with an urgent concern regarding the inability to obtain a payoff for my mortgage account, despite multiple attempts and assurances from your customer service representatives.

Over the past two weeks, I have diligently submitted four separate payoff requests for my account, anticipating a timely response. Two have been submitted online through the company 's servicing system and two have been submitted by the call center agents. Regrettably, to date, I have not received any information regarding the payoff amount. Each time I reach out to the customer service team, I am informed that it will take only 1-2 days, yet the actual resolution seems to be elusive well after the promised 1-2 days. Moreover, I am angered by the discrepancy between what I am told by the representatives and the lack of evidence of my requests in the system. It is immensely frustrating to continually encounter this disconnect, especially considering the imminent impact on my property sale. The buyer of my house is contingent upon obtaining this payoff, and any delay jeopardizes the termination of this transaction. 

While I acknowledge and sympathize with the security issues affecting MyLoan Care 's system, I find it challenging to navigate this situation without any clear explanation or tangible answers. I implore you to understand the urgency of my situation and the consequences of not receiving the payoff information no later than tomorrow, XX/XX/2023. 

I am reaching out in good faith, seeking a resolution to this matter as swiftly as possible. I request your immediate attention and action on this issue. Please provide clarity on the status of my payoff requests and ensure that I receive the necessary information to proceed with the sale of my property. I have filed a complaint ( complaint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with the Department of Savings and Mortgage Lending for the state of Texas and my investigator assigned as inquired with the parent company XXXX XXXX XXXX The below was received from XXXX XXXX XXXX over XXXX hours ago and we have still not received the necessary documents : All LoanCare customer service facing agents are currently going through a validation process to reinstate their security access to systems. The phone agents will not be able to process payments until that process is complete. Customers will be assisted with making payments on the website until all system access is restored. LoanCares website is expected to be operational within the next 24-48 hours. * Additionally, the website MyLoancare.com states in a banner that all issues are now resolved. If this is the case, then why am I being told the reason for the payoff request being delayed is due to the cyber attack if all issues related to this concern are resolved? 

I sincerely hope that we can resolve this issue without further delay. Your prompt assistance in rectifying this matter would be appreciated. I understand the system issues, I understand the security issues, however I have been told 5 times I will receive a payoff and I have not and this is compromising the sell of my property and risk of losing our buyer. I am sure you are able to sympathize with my situation and frustration during an already stressful time of selling a property ( which has its own contingency on a new build that will lose $ XXXX if we cant close on the aforementioned property. 

Thank you for your attention to this urgent matter and I look forward to hearing from someone.

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