Information about LoanCare Cybersecurity Incident

On or about November 19, 2023, LoanCare, LLC, which performs loan subservicing functions for Atlantic Bay Mortgage Group, became aware of unauthorized access to certain systems within its parent company’s information technology network. Upon becoming aware of the incident, LoanCare commenced an investigation, notified certain law enforcement and governmental authorities, and began taking measures to assess and contain the incident. The investigation determined that an unauthorized third party accessed and acquired certain data from certain systems.

As a result, LoanCare has notified individuals whose personal information may have been impacted.

Frequently Asked Questions

I received a letter from LoanCare about an incident. Is the letter legitimate?

The letter is legitimate and not a scam. LoanCare has set up a Call Center to address certain questions related to the incident and to assist you with enrolling in credit monitoring, web monitoring, and identity theft restoration services. Please call 866-983-9384 to learn more.

Is it safe to communicate and/or transact with LoanCare?

Yes, we have no evidence that it is unsafe to communicate or to otherwise do business with LoanCare, including through their website and mobile application. LoanCare is also taking appropriate measures to further strengthen and secure its systems.

Has the information been used to commit fraud?

LoanCare has not identified any fraudulent use of your personal information as a result of this Incident. If you have received a letter notifying you that you may have been impacted, you can call LoanCare to address certain questions related to the incident and to assist you with enrolling in credit monitoring, web monitoring, and identity theft restoration services. Please call 866-983-9384.

Credit Monitoring

You received a letter from LoanCare as you are a potentially impacted borrower. You were provided with one (1) credit monitoring service (Kroll). If you would like additional credit monitoring for co-borrowers who did not receive notice you should contact LoanCare at 855-803-5175 and/or Integreon at 866-983-9384.

If you have already spoken to Integreon and are requesting escalation, your call will be sent to the LoanCare Concierge Team at 855-803-5175. The Concierge Team is equipped to resolve any escalated issues.

Your escalated calls will be logged and delivered daily by Integreon to the LoanCare call center for review and action. The call center will contact you within 48 hours of receipt.

Payments

NOVEMBER PAYMENT

If you were unable to make a timely November payment as a result of the system outage, no late fees or negative credit reporting will be assessed or incurred. You can now submit payments in all manners.

DUPLICATE PAYMENTS

We understand that you may have made a duplicate payment during the period of the outage. If you would like those funds to remain applied to your account and credited to your next payment, you do not need to do anything else. If you wish the duplicate payment returned or the duplicate payment to be posted as a payment to additional principal, a LoanCare customer service representative will assist you with that process.

Payoff Requests

We understand that there may have been issues with your request to pay off your loan during the period of the outage. Our customer service representatives can assist you with your request.

ACH / automatic payments – Accounts enrolled in automatic withdrawal through LoanCare were not impacted. These scheduled payments are processed without interruption.

PO Box payments – Check payments mailed to LoanCare’s PO Box were not impacted. These payments have been processed without interruption.

Escrow: Taxes & Homeowners Insurance – Disbursements out of your escrow account for either a tax bill due or a homeowners insurance renewal premium were not impacted & have been processed without interruption.