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LoanCare LLC complaints

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3637 Sentara Way
Virginia Beach, VA 23452 | Get Directions

(800) 274-9900

http://www.loancareservicing.c...

customersupport@myloancare.com

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Total Amount in Dispute:
$1,304.00

Total Amount Settled:
$0.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

6 complaints against LoanCare LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

6 complaints against LoanCare LLC

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3/3/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/16/2024

LoanCare LLC double charged my mortgage one month and I asked for an investigation into the incident as it causes my family financial hardship. They are refusing to send me any findings on the investigation and violated a written agreement with the BBB to provide a response by early February. I need help. Resolution Sought LoanCare provides evidence of an investigation into my call with their help desk in September 2023 as well as a copy of the call transcripts.

Company Response

2/19/2024

Thank you for contacting LoanCare and we appreciate the opportunity to address your concerns. We are required by the Real Estate Settlement Procedures Act (RESPA) Guidelines to acknowledged receipt of your complaint. This is not an official response. LoanCare will provide a written response upon completion of our investigation. Your complaint is being assigned to one of our complaint analyst whom will handle your case personally. Thank you for your patience while we conduct our research.

8/14/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/29/2022

I received a letter in April from my current mortgage company stating that my loan was transferred to PCM mortgage…. I have not been able to pay my mortgage because both companies say I am not longer there client…. PMC mortgage does not show where my loan has been transferred…. I don't know what to do at this point…. I need help!! Resolution Sought Find out what's going on with my mortgage…. Who am I suppose to be paying my mortgage too… but I still receive statements from LoanCare but I can't talk to a live a person to help me with both

Company Response

8/2/2022

LoanCare is in receipt of the complaint filed by Ms. Bennett. The complaint is currently under review and being researched. Once the research is complete, a written response will be sent directly to Ms. Bennett explaining the results of our investigation. Thank you for your patience while we continue with our research. Kind regards, Office of the Customer

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