LoanCare

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 8 historical complaints about LoanCare, published between 2010 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Consumer ReportPublished May 27, 2013 · Historical consumer allegation
• Consumer ReportPublished May 19, 2013 · Historical consumer allegation
• Loan Care Changed the amount of my loan payment without reasonPublished Sep 22, 2012 · Historical consumer allegation
• Non= payment of taxed & insurance feom established rscro accountPublished May 14, 2012 · Historical consumer allegation
• LoanCare illegally charged $13,461.65 for HURRICANE insurance which is not required in the mortgage documentPublished Feb 19, 2012 · Historical consumer allegation
• Worst Customer Service in the industry!Published Jan 27, 2012 · Historical consumer allegation
• Mortgage incompetance, overblown fees, poor customer servicePublished Apr 27, 2011 · Historical consumer allegation
• Bought my mortgage. No notice to me of new lender, assessing late fees, and reporting late payments?Published May 22, 2010 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official corporate website: https://www.loancareservicing.com/
• Customer Care Center (Mon-Fri 8 AM-9 PM ET, Sat 8 AM-3 PM ET): 1-800-274-6600 3 complaints mention this number
• Homeowner site: sign in, payments, documents: https://www.myloancare.com/
• Payment research (proof of payment, per company FAQ): [email protected]

Locations

LoanCare mortgage servicing problems: where to go and what to send (checked October 7, 2026)

LoanCare describes itself as a subservicer. Its About page answers "Why is another company servicing my mortgage loan?" with: "LoanCare is a subservicing partner solely focused on you achieving homeownership in the years following mortgage loan origination," and says it supports "escrow, payments, taxes, insurance and more." Its Servicing Transfers page says: "We understand that you did not request a service transfer and this may be unexpected." In practice that means the company that owns or originated your loan (the lender or investor on your statement) is a different business from LoanCare, which services the loan on its behalf. The same questions about the loan can also be put to that lender or investor.

LoanCare's own channels (Contact Us page, opened October 7, 2026).

• Phone: Customer Care Center 1-800-274-6600, Monday-Friday 8 AM-9 PM ET and Saturday 8 AM-3 PM ET. The page also describes an Automated Loan Information System available 24 hours a day from any touch-tone phone.
• Online: myloancare.com (sign in for payments, documents and a secure form) and the My LoanCare Go mobile app, which the company calls "highly rated."
• Payments by mail (Eastern location): LoanCare, P.O. Box 37628, Philadelphia, PA 19101-0628. Western location: LoanCare, P.O. Box 60509, City of Industry, CA 91716-0509. Next-day delivery: LoanCare, 3637 Sentara Way, Virginia Beach, VA 23452.
• Information requests and error notifications: LoanCare, ATTN: Office of the Customer, P.O. Box 8068, Virginia Beach, VA 23450. Customer support: LoanCare, ATTN: Consumer Solutions Department, P.O. Box 8068, Virginia Beach, VA 23450.

Disputing an error or asking for information. The CFPB says a servicer may help by phone, but "to guarantee yourself a timely written response, you should write to your servicer and send it to the address provided by the servicer for such requests." LoanCare's page lists the address above under "Information Requests and Error Notifications," so a written notice of error or request for information belongs there rather than at a payment box. The CFPB says the servicer must send a letter confirming receipt within five days (not counting weekends and legal public holidays) and generally must answer within 30 days (same counting). On its qualified-written-request page the CFPB says the servicer "must generally confirm it received your letter within five business days and respond with an answer within 30 business days" and "is not allowed to charge a fee for responding to your QWR." The CFPB also advises "Not to write your letter on your payment coupon or other payment form," and adds: "While you're waiting for a response, you should continue making your mortgage payments as scheduled." Keep a copy of the letter and proof of mailing.

A payment shown as late. LoanCare's Help Center FAQ ("I received a late notice, but I made my payment. Why has it not posted?") says to contact your financial institution to verify the funds were deducted and then to submit "a bank statement or a check showing your proof of payment along with your name and loan number to [email protected]."

If your loan was just transferred to LoanCare. The CFPB says the old servicer generally sends a notice at least 15 days before the transfer and the new servicer generally within 15 days after it, and that "for 60 days from the date your loan servicing transfers, your new servicer cannot charge you a late fee or treat the payment as late if you sent it to your previous servicer on time or within the applicable grace period." The CFPB says the transfer notice(s) should tell you the date the old servicer stops accepting payments, the date the new servicer begins to accept them, and "the specific date the right to service your loan transferred to the new servicer." Separately, LoanCare's own FAQ words its statement differently: "For the first 60 days after your loan transfers, your new servicer may not treat loan payments we receive on or before the due date as late or impose late fees." The two statements use different conditions (the CFPB refers to a payment sent to the previous servicer on time or within the grace period; LoanCare's FAQ refers to payments it receives on or before the due date), so read both. For transfer problems the CFPB says you "may want to send both your old and new servicers an information request or a notice of error."

Payoff and lien release. LoanCare's FAQ says: "Generally, we file lien releases with the local county recorder's office in accordance with state-required timelines after your loan has been paid in full," that recording delays "could impact the time it takes to release a lien," and that it will send a copy of the recorded release.

Trouble paying. LoanCare's Financial Assistance page says that temporary forbearance programs, repayment plans, payment deferrals and loan modifications "may be available" and that you can apply online after signing in or contact Customer Support; for housing counseling it gives HUD-approved counseling at 800-569-4287 or the HUD website. The company's September 17, 2026 press release says it is preparing to implement the Department of Veterans Affairs' Partial Claim Program, under which eligible veterans in default can be placed on a three-month trial payment plan.

Complaint routes. The CFPB accepts complaints about mortgage servicing at consumerfinance.gov/complaint/ or by phone at (855) 411-2372; name both LoanCare and the lender or investor shown on your statement. The CFPB complaint database can list a company even when you are unsure who services your loan, and your state's attorney general and state banking regulator also accept servicing complaints.

CFPB consent order of July 28, 2015: Equity Accelerator advertising, $100,000 civil penalty

On July 28, 2015 the CFPB issued a Consent Order against LoanCare, LLC (File No. 2015-CFPB-0018) about its advertising of the Equity Accelerator mortgage savings program. The CFPB's page says it "took action today against Paymap Inc. and LoanCare, LLC for deceiving consumers with advertisements for a mortgage payment program that promised tens of thousands of dollars in interest savings from more frequent mortgage payments." The terms of the separate action against Paymap were not read for this page.

What the order found. It says LoanCare partnered with the payment processor Paymap to offer a program in which consumers allowed Paymap to debit part of the monthly payment weekly, biweekly, semi-monthly or monthly, for an enrollment fee (typically $295) and a transaction fee for each debit (typically $2.50), and that Paymap held the money in a custodial account until the regular monthly due date. The CFPB found that solicitations on LoanCare letterhead and its website misrepresented that consumers would pay the loan on a new payment schedule (for example "every 2 weeks") when they still made a single monthly payment, and that LoanCare received at least $400,000 in consumer fees from its participation during the relevant period (June 15, 2012 to the effective date). The order concluded that these representations were deceptive acts or practices under sections 1031(a) and 1036(a)(1)(B) of the Consumer Financial Protection Act.

What the order required. LoanCare was ordered to stop misrepresenting savings or the nature of such programs, to disclose before enrollment how and when withdrawals are applied to the loan, to submit a compliance plan, and to pay a civil money penalty of $100,000. The order and the stipulation state that LoanCare neither admitted nor denied the findings and conclusions, "except that Respondent admits the facts necessary to establish the Bureau's jurisdiction over Respondent and the subject matter of this action." The order also states that LoanCare "does not currently market the Equity Accelerator Program."

Current status. The CFPB's enforcement page lists the status as "Expired/Terminated/Dismissed" (page last modified August 8, 2023). The CFPB listing for this action concerns advertising of an optional payment program, not mortgage servicing errors.

Other regulators. The CFPB's enforcement-actions search for "loancare" returned this one action on October 7, 2026. State regulators' enforcement databases were not searched exhaustively for this page, so no statement is made about state actions. Fidelity National Financial's annual report for 2025 says LoanCare "is subject to extensive federal, state and local regulatory oversight, including federal and state regulatory examinations," including by the CFPB, and that it must maintain federal and state licenses.

Who LoanCare is: a subservicer inside Fidelity National Financial

What it does. LoanCare's corporate site says it manages "over $350 billion in assets" and serves mortgage bankers, banks, credit unions and portfolio investors with subservicing (including HELOCs and other products and private-label options), and that it is "part of Fidelity National Financial (NYSE: FNF)." Its About page (company statements) says it serves "nearly 1.5 million customers each year across all 50 states and US territories," has serviced mortgage loans for 40 years for banks, credit unions and independent mortgage companies, and is headquartered in Virginia Beach, Virginia. The site footer gives NMLS ID 2916; the NMLS Consumer Access record itself was not opened for this page.

Ownership and history. Fidelity National Financial announced on May 14, 2009 an agreement to acquire LoanCare Servicing Center, Inc., which it described as founded in 1983 and "previously a wholly-owned subsidiary of LandAmerica Financial Group," for a purchase price of approximately $16.3 million, subject to closing conditions. FNF's 10-K for 2025 (filed February 26, 2026) says FNF provides mortgage transaction services "through our subsidiary ServiceLink Holdings, LLC" and refers to "ServiceLink's LoanCare business," which "services and subservices mortgage loans secured primarily by residential real estate throughout the United States." BBB's raw page data shows LoanCare, LLC incorporated December 2, 2013 and business started October 17, 1983.

November 2023 cybersecurity incident. FNF's 10-K says that on November 19, 2023 FNF "became aware of a cybersecurity incident," that an unauthorized third party accessed certain systems and exfiltrated certain data, that the incident was contained on November 26, 2023, and that it "did not have a material impact on the Company." Litigation over the data of LoanCare borrowers is described in the litigation section below.

Recent company news. LoanCare's own September 17, 2026 release says it completed preparations to implement the VA Partial Claim Program; the release explains that after a three-month trial payment plan "the servicer advances the overdue amount, which is reimbursed by the VA."

Complaint record: BBB, Trustpilot, CFPB database and posts on this site

BBB (as displayed on October 7, 2026). The BBB profile for LoanCare, LLC (Headquarters), Virginia Beach, Virginia, shows the business as BBB Accredited with a BBB rating of A+. The complaints tab shows 400 total complaints in the last 3 years and 121 closed in the last 12 months; the reviews tab shows 1.04 out of 5 from an average of 172 customer reviews. BBB's page data gives these dates: BBB file opened February 7, 2003; business started October 17, 1983; incorporated December 2, 2013; accredited since February 12, 2020. BBB lists alternate names including LoanCare Account Servicing and Servicing Solutions. The complaints tab states: "This profile includes complaints for LoanCare, LLC's headquarters and its corporate-owned locations," so these figures are not limited to the Virginia Beach office. BBB displays complaint texts with the company's responses; a sample of the newest entry is a billing complaint dated September 18, 2026 that the company answered the same day. These are consumers' accounts, not findings.

Trustpilot (as displayed on October 7, 2026). The page for loancareservicing.com is unclaimed and shows 1.3 out of 5 from 64 reviews, 24 of them in the last 12 months. Trustpilot says the company has no history of asking for reviews, so the reviews "may not be representative," and that it does not fact-check reviews. A separate Trustpilot page for myloancare.com is titled "Fidelity National Financial, Inc" and showed no reviews.

CFPB Consumer Complaint Database (queried October 7, 2026). Under the company name "LoanCare, LLC" the database lists 8,398 complaints across all products, the first received January 9, 2012 and the latest September 23, 2026. By product label it lists "Mortgage" 7,243, "Credit reporting, credit repair services, or other personal consumer reports" 526, "Credit reporting or other personal consumer reports" 392 and "Debt collection" 185 (labels have changed over time and are not added together here). For the Mortgage label the most frequent issues are "Trouble during payment process" 4,007, "Struggling to pay mortgage" 1,394, "Loan servicing, payments, escrow account" 811, "Closing on a mortgage" 244 and "Applying for a mortgage or refinancing an existing mortgage" 237. Since October 7, 2025 the database shows 1,003 complaints (781 labelled Mortgage). Across all products the company-response field shows "Closed with explanation" 8,355, "In progress" 31, "Closed with monetary relief" 8 and "Closed" 4, and the timely-response field shows "Yes" 8,315 and "No" 83. The CFPB does not verify the complaints, and these figures are not combined with the BBB, Trustpilot or archive numbers. The database lookup also lists a separate company named "Loancare Auto Finance"; it was not assumed to be related and is not counted.

Posts on this site. Nine approved posts in this site's archive are linked to this page: eight name LoanCare as the company complained about (filed between 2010 and 2013) and one, from 2010, is a complaint about another lender that mentions using LoanCare to handle the account. Several older posts that mention LoanCare only in passing, or concern a different business with a similar name, are not linked. The counts below are keyword matches over the eight posts and may overlap: 6 mention fees, a late fee or a changed payment amount; 3 mention escrow, taxes or insurance coverage or premiums; 5 mention a loan sale or transfer to another servicer or lender; 4 mention customer service, unreturned calls or unanswered letters. They are allegations by individual posters, not findings, and none is recent.

Court matters: West Virginia fee settlement, Fourth Circuit prepayment appeal, data-breach settlement

Six v. LoanCare, LLC (S.D. W. Va., No. 5:21-cv-00451). A class action alleging that LoanCare violated the West Virginia Consumer Credit and Protection Act and breached mortgage terms by charging fees for optional payment services when borrowers paid online or by phone. On November 7, 2022 Judge Frank W. Volk granted final approval. The class was West Virginia residential mortgage borrowers subserviced by LoanCare who paid such a fee from June 15, 2017 forward. The order states that the settlement is not an admission "of any potential fault, wrongdoing, or liability" and that "LoanCare continues to deny that the action meets the requisites for class certification under Rule 23 for any purpose other than settlement." It approved attorneys' fees of $1,500,000, described as one-third of the common fund.

Tederick v. LoanCare, LLC (E.D. Va., No. 2:22-cv-00394; 4th Cir. No. 25-1315). West Virginia homeowners alleged under two provisions of the West Virginia Consumer Credit and Protection Act that LoanCare misapplied their mortgage prepayments and collected interest that was not owed. The district court granted summary judgment to LoanCare on February 24, 2025 on the ground that LoanCare did not intentionally violate the provisions. On February 23, 2026 a unanimous Fourth Circuit panel, in a published opinion, held that those provisions "do not require proof of an intentional violation," vacated the judgment and remanded. The panel did not decide whether LoanCare correctly applied the prepayments: it said that issue "is not at all clear," noted that the district court had recognized LoanCare "may have misapplied" them, and left LoanCare's alternative arguments for the remand. LoanCare had told the panel that it should affirm on alternative grounds, including that it correctly calculated interest. The CourtListener docket shows that on July 29, 2026 the district court denied the plaintiffs' motion for class certification (Dkt. 234); the case was not otherwise resolved in the entries read. The plaintiffs then filed a petition for permission to appeal (Fourth Circuit No. 26-212, filed August 12, 2026 and docketed August 13, 2026), and the court issued a Rule 5 notice requesting LoanCare's response; the Justia listing retrieved on that date shows no ruling on the petition, and a later status was not verified.

In re LoanCare Data Security Breach Litigation (M.D. Fla., lead case No. 3:23-cv-01508). Class actions over the November 2023 incident against Fidelity National Financial and LoanCare were consolidated into this case; the docket of one of the transferred cases records the March 8, 2024 order consolidating them. The settlement website says the case is No. 3:23-cv-1508-CRK-MCR, describes a $5,900,000.00 all-cash settlement fund, says the defendants deny any wrongdoing and any liability, and gives a June 4, 2025 claim deadline (already passed). The court's Judgment of September 9, 2025 (Document 153) grants final approval of the settlement as "a fair, reasonable, and adequate resolution of the dispute," awards class counsel 22% of the fund, or $1,298,000, and says the settlement and judgment are not to be treated as an admission of liability or wrongdoing by the defendants. Settlement benefits described on the website: up to $1,500 for ordinary losses or up to $5,000 for extraordinary losses with documentation, or a flat $100, adjusted pro rata, plus an option for three years of identity monitoring. Bloomberg Law also reported the approval. The current payment status was not verified; the settlement website is the administrator's channel.

Other dockets. A CourtListener search on October 7, 2026 for case names containing "LoanCare" returned 304 federal dockets, including individual borrower cases and cases LoanCare itself brought (for example Loancare, LLC v. Tata America International Corporation, S.D.N.Y., No. 1:26-cv-04783). They are not listed here, and no conclusion is drawn from their number.

Is LoanCare Legitimate?

LoanCare, LLC is an identifiable business: BBB lists it as an LLC with headquarters at 3637 Sentara Way, Virginia Beach, Virginia, BBB Accredited with an A+ rating as displayed on October 7, 2026; its corporate site footer states NMLS 2916 (Trustpilot's company-information block also shows NMLS #2916; BBB's licensing section lists license MC-5788 issued by NMLS; the NMLS Consumer Access record itself was not opened because the site presented a verification challenge on October 7, 2026) and it says it is part of Fidelity National Financial; and FNF's 2025 annual report describes "ServiceLink's LoanCare business" as servicing and subservicing residential mortgage loans. It has been the subject of one CFPB consent order (2015, advertising of an optional payment program, no admission of the findings) and of the court matters described above, and consumers' complaints about it appear on BBB, Trustpilot and in the CFPB database in the numbers shown above.

A letter or call from LoanCare about your mortgage fits how subservicing works when your lender or investor has assigned your loan to it. To check, compare the letter with the transfer notice from your previous servicer, look at the lender or investor named on your statement, and call that lender at a number you find independently. LoanCare's Servicing Transfers page itself acknowledges that borrowers do not request a transfer. Do not send money to an address that is not on your statement, on LoanCare's Contact Us page or in the notice from your previous servicer.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: Beware of Freedom Mortgage

Company Relationships

• Owned by: Fidelity National Financial, Inc.
• Owned by: ServiceLink Holdings, LLC
• Owned by: ServiceLink NLS, LLC
• Owned by: ServiceLink Holdings, Inc.

Frequently Asked Questions