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To our Borrowers:

As you may be aware, LoanCare’s parent company, Fidelity National Financial, Inc. (FNF), recently became aware of a cybersecurity incident. FNF promptly commenced an investigation, retained leading experts to assist the Company, notified law enforcement authorities, regulatory authorities and other stakeholders and followed its incident response plans. In addition, FNF took containment measures such as blocking access to certain systems resulting in varying levels of disruption to our businesses.

As a result of FNF’s containment measures, LoanCare’s websites, email support, and phone support were not available and borrowers were unable to make payments on our website or by phone.

We’d like to share some positive updates with you and address your most pressing questions:

• As of Friday, December 1, 2023, the LoanCare Borrower website, mobile app, and Interactive Voice Response system (IVR) are back online.
• We’ve updated the website to include a new look and feel as part of resuming our online services. Therefore, some borrowers may need to set up a preferred bank account the first time a payment is made through the site.
• Due to increased traffic, borrowers may experience delays logging in, and we encourage anyone unable to do so to give the site a few minutes and try again.
• Borrowers whose accounts are paid via ACH were NOT impacted and payments will process without interruption, as will payments made by check to the LoanCare PO Box.
  
• Escrow disbursements for taxes and homeowners’ insurance premiums were NOT impacted and will be processed as usual.

If you were unable to make a timely payment as a direct result of the system outage, we’d like to assure you that we will not charge late fees or report your account as delinquent to the credit bureaus.

Servicing our customers remains our top priority. Thank you for your patience, understanding, and support during this time. We will provide additional updates as they become available and sincerely appreciate your patience as we continue working to restore normal operations.