Reviews

This profile includes reviews for LoanCare, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LoanCare, LLC

  3637 Sentara Way Virginia Beach, VA 23452-4262

  
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  LoanCare, LLC

  601 Riverside Ave. Bldg 5 3rd Floor Jacksonville, FL 32204

  
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  LoanCare

  4330 W Chandler Blvd Chandler, AZ 85226-4965

Review Details

• Review fromEd P

  Date: 11/14/2023

  1 star

  Ed P

  Date: 11/14/2023

  1 star too many. My insurance renewal increased by $***** effective July 2023-July 2024. Such increase created a shortage in current escrow balance, which is absolutely understandable. I called to ask for the date of the escrow analysis, I was informed it’d be in October 2023. Same as it was in 2022.
  For September 2023, I paid into escrow an extra $***** to help offset the shortage when insurance premium was paid in July 2023. Then for October 2023 and prior to the analysis, I paid another $***** anticipation for analysis result to indicate I’m short that amount since Loancare anticipates the insurance premium will be the same payment/amount come due July 2024-July 2025.
  Late October (last month), I received a refund check in the amount of $******. Assuming it was due to analysis indicating an overage in the escrow account. The check was dated 10/24/23.
  November mortgage payment made as usual on 11/01/23.
  11/13/23, I received the December mortgage invoice with an increase of $**/month. I was informed by their staff the escrow analysis was completed on 10/26/23 (after the dated refund check). It makes no sense. What happened to informing the customer the results of the escrow analysis with the option to pay a lump sum towards the shortage or have it divided into 12 monthly payments.
  The response while speaking with Loancare Rep was “next year shop around for a different insurance company that may be cheaper.* **** **** I am not leaving ****. One of the few companies who help and support veterans and their families.
  How about informing your customers of potential shortages in lieu of automatically increase the mortgage. for the next 12 months you ****** **** ********

  LoanCare, LLC

  Date: 11/15/2023

  Ed, we are disappointed to see your low star rating. We'd like the opportunity to turn your experience around. If you could provide more information to us about your escrow/impound account, we would be more than happy to try and make this situation better. Please reach out to us at [email protected] to work towards a resolution. LoanCare

• Review fromDoug F

  Date: 11/06/2023

  1 star

  Doug F

  Date: 11/06/2023

  LoanCare received my insurance check over 7 months ago with an additional check 3 months ago. Every time I submit documentation they have a reason to not cut me a check the have my house repaired. The only help is the poor call center people that have to make excuses for their company’s inability to send me my money. There is no way to get past the call center people and they refuse to give a phone number to someone that can help.

  LoanCare, LLC

  Date: 11/08/2023

  Doug, we’d like to know more about your situation. We apologize that your experience was anything less than satisfactory. Could you please contact us at [email protected] with your experience details and we will make sure it is directed to the correct department. Thank you, Loancare

• Review fromJeff S

  Date: 11/06/2023

  1 star

  Jeff S

  Date: 11/06/2023

  This company is awful and their online portal is the worst thing I've ever seen. All NORMAL people want to do is login to their account and see the current status as well as transaction history. You CANNOT do that with their portal.
  Instead they have implemented a dedicated marketing portal (fastlanefi.com) to your initial login. You can only see your loan payment due on this site, the rest is nothing but marketing. This is, in my opinion, a scam and is not the behavior of an ethical financial institution. In order to see your actual loan information you have to click ANOTHER button to get to your actual account's dashboard information on another site entirely.
  And when you get to this site, what can you do on it? NOTHING other than pay your mortgage. No account transaction history is available. NONE.
  It also makes it impossible to use financial aggregators (e.g., on your banks website). This means you cannot add this mortgage account to your financial institution's site to enable you to view your full financial picture.
  And worst of all, they use very UNSECURE processes that can cause you actual harm. Here's the thing: when you initially login and get to the farcical fastlanefi.com "dashboard" (or, rather, marketing site), it actually also logs you into the second dashboard site as well. YOU MUST ACCESS THIS SITE ALSO AND LOGOUT OF IT.
  If you don't click the link to go to the loan servicing site, and just choose to logout of the fastlanefi site instead, your browser is still logged in on the loan servicing site. This is a significant and serious security issue. That logged in session may be accessed by someone else, thereby giving them access to your personal information, as well as allowing them to make unauthorized changes to your account.

  LoanCare, LLC

  Date: 11/08/2023

  Dear Jeff,
  Thank you for your correspondence, received on November 6, 2023. We are reviewing your concerns and will provide a response once all research is complete. While we appreciate your patience, if you would like further information or assistance in the interim, you can reach us at [email protected]

• Review fromJulianna C

  Date: 11/03/2023

  1 star

  Julianna C

  Date: 11/03/2023

  Unethical business practice I removed automatic payments and still received auto withdrawal. I set up a payment only only which it wasn't attempted to be withdrawn until 10 days later. And in the process I received more late fees. I called today because when I get out by 12 hour shifts I try to make a payment the website is down. I was informed today that I need to be sending my payments via certified payment method. However in my case I attempted to received methods of sending my payment one representative mentioned I can send to either of 2 addresses which included a po box and a payment center she said she didn't know which one was the correct one. I didn't feel comfortable with the uncertainty and I was informed western union is the second option and to include Loancare VA and select loancare servicing however when I add VA to the search I dont get the drop down option. I am coordinating with my legal team as this are roadblocks being set up by this company to proceed us to lose our home . I know who ever reads this you know deep down this is not the only email that you receive with these unethical practices this company practices. My expectations are that online payment methods are available to me once again immediately as the other options provided for certified payments are not reliable and your staff does not have the necessary resource for us consumers. In addition I expect a refund of the late fees as I was informed by the representatives that my account was not set up for automatic payments . When I set up a payment and that wasn't attempted by your company until 10 days later I was informed by your company my bank had not approved fund however I have a certified document from my bank that shows efforts to withdraw the payment from my bank were not initiated until 10 days later. Please let me know once online payments have been reinstated and based on your practices 6 months is unacceptable.

  LoanCare, LLC

  Date: 11/08/2023

  Dear Julianna,
  Thank you for your correspondence, received November 3, 2023. We are reviewing your concerns and will provide a response once all research is complete. While we appreciate your patience, if you would like further information or assistance in the interim, you can reach us at [email protected]

• Review fromJodi S

  Date: 11/01/2023

  1 star

  Jodi S

  Date: 11/01/2023

  If I could get them zero stars, I would. This company is the absolute worst servicer I have ever dealt with. I just refinanced my home for a higher interest rate for the sole fact of not ever having to deal with them again. Their practices are outdated. They have terrible customer service. And they have been holding a claims check for my property that they have interest in for over a year. I have been without flooring and a shower in my home for over a year because of their horrible customer service, outdated practices and employees who are not capable of making the right decision. I will shout it to the roof tops from now until forever, to make sure that NO ONE I know has to deal with the mess we have dealt with this past year.

  LoanCare, LLC

  Date: 11/06/2023

  Jodi, we deeply regret that your experience was anything less than satisfactory. Customer Service is our number one priority, and we appreciate you bringing this matter to our attention. Could you please contact us at [email protected] with your experience details and we will make sure to address your concerns with the correct department. Thank you, Loancare

• Review fromHumberto C

  Date: 10/28/2023

  1 star

  Humberto C

  Date: 10/28/2023

  Total Fraud Company! I Don't Trust them with my money at all! Every payment I have to double check their calculations! They need to ve shutdown.

  LoanCare, LLC

  Date: 11/06/2023

  Humberto, We apologize to hear your experience was anything less than satisfactory. We’d like to know more and try to assist you in any way possible. Please contact us at [email protected] and we will make sure that it is directed to the correct department. Thank you, Loancare

• Review fromJohanna G

  Date: 10/28/2023

  1 star

  Johanna G

  Date: 10/28/2023

  My TIAA HELOC was sold to LoanCare by ******** without my knowledge or consent years ago. This line is secured by retirement funds at TIAA. I’ve used about 1/3 of the line and I make regular payments for which I have receipts. Today I received a letter from LoanCare saying they’re calling and closing the line due to nonpayment. I will have to hire an attorney. I complained about this company when TIAA went into business with them but I knew it went no where so I made the mistake of not refinancing. This is a horrible dangerous dishonest company and anyone who works for them is immoral

  LoanCare, LLC

  Date: 11/06/2023

  Johanna, We apologize to hear your experience was anything less than satisfactory. We’d like to know more and try to assist you in any way possible. Please contact us at [email protected] and we will make sure that it is directed to the correct department. Thank you, Loancare

• Review fromNikki L

  Date: 10/25/2023

  5 stars

  Nikki L

  Date: 10/25/2023

  Loancare has been horrid since Covid. Working to sell house as Covid has made me permanently disabled and requested payoff which seems right after having mortgage 6 years. Well realtor checks assessor and finds a hud lien for $****** we know nothing about. Says was from pandemic time and what we were told was after forbearance they would just add on a year and put the balance at the end of the loan. Nothing was ever said that it was a separate thing.
  On top of that somehow with the $****** lien and our payoff it now $****** more than our original loan amount. Everyone we talk to said the math isn’t mathing. When asking a rep at loancare she says doesn’t matter because docs were signed so amount don’t matter.
  However, after more digging I find it was during time that my grandmother was diagnosed with Alzheimer’s vascular dementia and my husband suffered temporary disability and my attorney said docs couldn’t have been signed then.
  Skip to last year we were in middle of modification when my grandma passed and we had to put a hault on it and redo the modification. Well they sent new documents but did not push the due date out. We received them March 19th and still showed that payment was due April 1st knowing we had taken time off due to her death in March to handle things and they said they would push it out to May 1st. Well they didn’t so I called and told them the papers were wrong. Of which time the CS agent said nothing I could do and I said that was setting us up for failure knowing our situation. They pretty much said to bad.
  we had damages to our business that shut it down for months. They refused to take partial payments and demanded full payment. Finally got in touch with the state for help and thought things would be easier once they paid everything current. They worked directly with them. But guess what somehow we still owed $**** which again set us up for failure.
  We are filing complaints and having investigations started and have a lawyer now.

  LoanCare, LLC

  Date: 11/06/2023

  Nikki, We’d like to know more about your situation. We apologize that your experience was anything less than satisfactory. Could you please contact us at [email protected] with your experience details and we will make sure it is directed to the correct department. Thank you, Loancare

• Review fromTravis S

  Date: 10/22/2023

  2 stars

  Travis S

  Date: 10/22/2023

  They charged 3 loan payments in 2 weeks to our bank account and will not refund the 2 unauthorized payments. That is $***** in 2 weeks that came out of our account that they will not refund.

  LoanCare, LLC

  Date: 11/06/2023

  Travis, we strive for 100% satisfaction, and we regret to find out that this was not the case. We would like to get some more details about your payment with us. Please reach out to us at [email protected] when you can so we can address this situation directly. Thank you, and we look forward to hearing from you. Loancare

• Review fromChristine C

  Date: 10/18/2023

  1 star

  Christine C

  Date: 10/18/2023

  Twice they said we had a escrow shortage they raised our monthly *** and then ***!! With no warning!! We are forced to refi with another company or sell the property! These guys are crooks! They have ruined our American dream of homeownership! When I try to call the refinance office the phone just clicks off! Can’t get ahold of anyone! Im sick over this and disgusted!!

  LoanCare, LLC

  Date: 10/26/2023

  Christine, we are disappointed to see your low star rating. We'd like the opportunity to turn your experience around. If you could provide more information to us about your escrow/impound account, we would be more than happy to try and make this situation better. Please reach out to us at [email protected] to work towards a resolution. LoanCare