Mortgage -- Trouble during payment process -- Complaint #5060206
Complaint Overview
Complaint ID: 5060206
Company: Loancare, LLC
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Trouble during payment process
State: Michigan
ZIP Code: 48197
Date Received: 2021-12-31T12:00:00-05:00
Date Sent to Company: 2021-12-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 I attempted to make a payment for my loan on my house. It was late, but within 30 days and so I should have been in the clear to make a payment. Logging onto MyLoanCare 's online payment portal, the system refused to accept my payment stating to call customer service. I called customer service and attempted to make a payment via the phone system, which also had an error and refused to accept my payment. It then redirected me to a live human representative, who I asked to make a payment with. The individual put me on hold for over 30 minutes before the system redirected me to another customer service representative. This next CSR put me on hold again for 5 minutes after stating there was a " stop '' on my account so that they could " recalculate principal balances '' preventing me from making a payment. She said she would need to speak to a supervisor to attempt to remove this stop to allow me to make a payment. After returning from the hold, she stated she was able to remove the " stop '' and that I should try the online system again in 20 minutes. This was already late in the day and so when I attempted 20 minutes later, the system did not accept my payment. I attempted again some minutes later and was locked out. Calling the automated phone system later in the evening did not work as well. I was unable to dedicated another 30 minutes+ to waiting on hold as my 3 year old child needed dinner and to be put to bed. Attempting to use the online system later, they now are reporting it as " 30 or more days late '' and I suspect will report to the credit union. I believe Loancare and the mortgage company behind it is attempting to force a 30day late to prevent a refinance to my employer XXXXXXXX XXXX or for other unscupulous reasons.
Frequently Asked Questions
What is Complaint #5060206 about?
Complaint #5060206 was filed against Loancare, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-31T12:00:00-05:00.
How did Loancare, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Loancare, LLC?
Yes, visit the Loancare, LLC company profile at readthecomplaint.com/company/loancare-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.