LoanCare Customer Service Hours — Expert Guide

Overview and what “hours” mean in practice

LoanCare (official website: https://www.loancare.com) serves mortgage borrowers with a mix of live-agent phone support, online self-service, and written correspondence. When people ask about “customer service hours,” they are often referring to the hours when live agents are available to handle account inquiries, loss-mitigation conversations, payoff requests and payment processing questions. Online account access (the MyLoanCare portal) is available 24/7 for balance lookups, payment scheduling and document uploads, but live assistance follows staffed hours.

As a practical matter, most U.S. mortgage servicers—including LoanCare—staff live call centers on a typical schedule that concentrates coverage Monday–Friday and offers limited weekend hours. Borrowers should treat posted “hours” as a starting point: special teams (e.g., loss mitigation, foreclosure prevention, investor reporting) often have slightly different windows and response SLAs. Always confirm the active contact hours on loancare.com or your monthly statement before planning a time-sensitive call.

Typical live-agent schedule and common variations

Industry-standard live-agent windows for mortgage servicing in 2022–2024 have been roughly: Monday–Friday, 8:00 AM–8:00 PM Eastern Time, with some servicers adding limited Saturday hours (commonly 9:00 AM–1:00 PM ET). Borrowers who report experiences online describe similar availability with small regional variations — for example, greater Eastern/central coverage during evenings and reduced weekend staffing. Expect any specific team (payments, loan payoff, loss mitigation) to post their precise hours on the LoanCare site and on your monthly statement.

Two important caveats: (1) Peak periods such as the 1st–5th and 15th–20th of each month typically increase hold times significantly, and (2) federally-observed holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) often reduce or suspend live coverage. If you need urgent assistance during a holiday, use the MyLoanCare portal or the emergency contact mechanisms detailed on your statement.

How to reach LoanCare — channels, purpose, and verification

Use this compact channel map to choose the fastest route for your need. Always verify the working phone numbers and mailing addresses on your latest billing statement and on https://www.loancare.com before sending payment or sensitive documents.

• Website/MyLoanCare portal — 24/7: view balances, make/e‑schedule payments, upload documents, request loss-mitigation forms. No hold time; best for non-urgent account tasks.
• Live phone support — typical hours Mon–Fri 8:00 AM–8:00 PM ET; limited Saturday hours (confirm online). Use for payoff quotes, dispute escalation and complex servicing issues. Prepare loan number, property address and last 4 of SSN before calling.
• Written correspondence / Mailing address — check statement for the correct P.O. Box for payments vs. correspondence; misdirected payments cause processing delays of 7–14 business days on average.

Practical call strategy: minimize hold time and get outcomes

If you must call LoanCare, adopt these field-tested tactics. First, call early in the morning within the first hour after opening (commonly 8:00–9:30 AM ET) or after lunch (1:30–3:30 PM ET) — these windows historically show the shortest average hold times for mortgage servicers. Avoid the 48–72 hours around major due dates (1st–5th and 15th–20th), when hold time multipliers of 2x–4x are common.

Second, have documentation ready: loan number, payment history, transaction reference numbers, and any foreclosure or loss-mitigation notices. If you need a payoff, request a written payoff statement (good for a specific number of days — commonly 7–10 calendar days) and ask the agent to provide a confirmation number and an email address to which the statement will be sent. Expect a typical agent call to last 8–20 minutes for complex issues; shorter for routine balance inquiries.

Loss-mitigation, emergencies and after-hours procedures

Loss-mitigation teams (loan modification, forbearance) often have restricted hours and longer response SLAs; expect initial intake to be handled during core weekday hours with a documented follow-up window of 7–14 business days. If you receive a foreclosure notice or need a hardship plan, use the MyLoanCare portal to upload supporting documents (pay stubs, hardship letters) immediately — the portal is monitored and reduces paper mail lag. Agents will provide specific deadlines (dates and days) for each document; missing those dates can pause evaluations for 30–45 days on average.

After-hours emergencies (e.g., attempted theft, a lockout due to payment system error) should first be routed via the portal’s secure message or the emergency contact listed on your statement. Many servicers will log an emergency ticket outside staffed hours and assign a next-business-day specialist. For very time-sensitive payoffs or wire instructions, confirm routing and beneficiary details with a written payoff sent during staffed hours to avoid wire rejection fees (typical expedited wire fees range from $25–$50 at many institutions).

Documentation, verification and best practices for borrowers

Always verify any phone hours, department numbers and mailing addresses directly on your loan statement and at https://www.loancare.com as your authoritative source. When an agent gives you commitments (payment processing timelines, modification deadlines, payoff amounts), request a summary via secure message or email and keep the agent name, employee ID and the reference ticket number. These details materially reduce disputes and improve resolution speed.

Finally, if you need an in-person or certified mailing address, or if your servicer changed (servicer transfers are common), check the notice sent to you at least 15–30 days prior to transfer. Servicer transfers typically include new customer service hours and new contact routing details; they also include the escrow and payment procedures and any transfer-related fees (if applicable). If anything on a transfer notice looks incorrect, contact the prior servicer and LoanCare immediately and document the exchanges.