Loan Care Mortgage Complaint

Loan Care Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Arizona

We have a mortgage with Loan Care, a - Company, -. - -, - -, Virginia, -, -. They purchased our loan from another company approximately 1 year ago. Since that time we have had nothing but - problem after another with this company. It started with trying to set up the accelerator program and missing payments. Since before - we have had an issue with login on to their website. I called on - -, 2016, explained the problem and was told it was an issue with their website. I was told they would have the problem fixed and a return telephone call by the end of the business day. There was no return call and the login issue was not fixed. The issue has continued until today ( -/-/2016 ). I called Loan Care on -/-/2016 and explained the issue again. I was told to rest our password through their link. I followed their instructions and their own system failed to provide a temporary password for login. I was again promised the issue would be repaired with a return telephone call within 30 minutes providing me with a temporary password for login. After approximately 3 hours with no call, I called the company again and explained the issue again. During this telephone call, I was once again promised a return call from a supervisor, and a resolution to the issue. So far, the issue has not been resolved. This appears to be a reoccurring issue with this company, because I was told that they had to change their procedure in dealing with a complaint about their website. This is a major issue because we are wanting to pay our loan off early and because of the login issue we are unable to make additional payments. I have began to wonder if this is an issue to prevent individuals from making additional payments.