| 10/10/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I have reached out to Service Mac several times, attempting to resume payment after the forbearance and I have been unsuccessful since XX/XX/XXXX via phone and email, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time that I spoke with a representative different communication was received. I was told on XX/XX/XXXX that I would receive a package and of course I received nothing, I called on XX/XX/XXXX and XXXX to obtain assistance and as usual it the it takes 2-3 days for someone to return calls, however, but I rarely receive a call back. The one time I did receive a call back the agent hung up as soon as I answered, XX/XX/XXXX and I called right back and again put in the loop of waiting for a call in 2-3 days and never receiving a call.
I thought it was resolved on XX/XX/XXXX as the representative stated they would move forward with the modification option and it comes with a trial period and if all payments were on time, It would become official.
I called back to check on the status and I was told on XX/XX/XXXX that that my VA loan required to me to submit and upload the document into loan service portal and that I would receive the package within XXXX hours, and nothing was sent.
During the call I asked the representative about the complications I have experienced trying to come out of forbearance, he stated that it was required which was different from all the paperwork sent by service mac and the representatives I spoke with I checked my physical mail XXXX and received a letter dated XX/XX/XXXX I am not eligible for an alternative to foreclosure to retain my property and provided liquidation options.
It also was not clear on why the modification was denied, it was never stated that they needed credit verification or income to move forward with the modification. In fact it was the exact opposite, I believe the agent name was XXXX who stated that is is rare for a denial this was on XX/XX/XXXX. I felt at ease, as it appeared that the lender was trying to assist post XXXX.
The letter states that Service Mac decision was based in whole or part of information obtained in a report from the consumer reporting agencies XXXX, FTC and federal reserve consumer help. While I am not familiar with the last two, I was never asked for my credit to be pulled. My credit has been and still excellent. It was my understanding that customer consent was required to pull credit.
This is the second time this year that it seems that ServiceMac wants to put my property in jeopardy. Earlier this year I had reached out to them for months begging for them to send in my taxes so the county would removed me from being delinquent. It was not until the complaint with CFPB that action was actually taken and they stopped giving me the run arounds.
Now this time is the same thing, Service Mac would rather me lose my property than to retain it even though I have stated several times I can resume payments.
The below is what they sent me sale of your property this option is available if my property is worth less than what I owe, per the document. This not applicable as my property is worth more.
The lost mitigation review determination summary is unclear and/or untrue 1.I have withdrawn interest in loss mitigation 2.The first unsure what PI payment would exceed the targeted PI payment per investor requirements ( what is " per investor requirements '' ) 3.Modified principal and interest would exceed current principal and interest payment ( why is this not my option to decide paying a higher amount? ) How is my income insufficient? Service Mac does not know my income 4. Income in insufficient to support the modified payment amounts ( this is noted 3 times, no one at service mac as ever asked my income ) 5XXXX a 10 % payment reduction from your original installment amount could not be achieved ( unclear ) Below is what the VA rules on forbearance VA has notified mortgage companies that the missed payments due at the end of a COVID-19 forbearance period do not have to be made up in a single payment. However, if you can make up all the payments in a lump sum and resume making regular monthly mortgage payments, then you may do so.
If you are unable to resume regular monthly mortgage payments, you have options to better protect your credit rating and still qualify for a new home loan later i.e., private sale, short sale, deed in lieu.
I have attempted to resume normal payments and yet Service Mac is trying to force me to lose my property.
Per the Coronavirus Relief, and Economic Service Act ( CARES Act ) Mortgage Payment Forbearance The CARES provide mortgage payment forbearance option for all borrowers who, either directly, or indirectly, suffer a financial hardship due to the novel ( COVID-19 ) national emergency.
This relief is available to anyone who has a federally-backed mortgage regardless of delinquency status.
Under the CARES Act, servers should ensure that the missed payments must be repaid although it may be paid over time.
Inform borrowers that they can contact you when their hardship is over or resume making their monthly mortgage payment to end the forbearance, and discuss what repayment options are available.
Note : service mac has locked me out of my account to prevent any payments to be made.
Veterans Affairs Mortgages Servicers of VA loans can not require a borrower to make a lump sum payment immediately after a borrower exit CARES Act forbearance. VA has a suite of loss mitigation options detailed in Chapter % of the VA Servicers Handbook M26-4 designed to assist Veteran borrowers in bring their home loan current. In addition to the regular loss mitigation options, VA is making all disaster loss mitigation options to further assist borrowers affected by the noel coronavirus.
Ch 5 e. A home retention option should not be approved unless it is within the borrowers financial ability to reinstate the delinquency. The servicer should not require a substantial sum from a delinquent borrower unless there is ample justification. It is inadvisable to encourage a delinquent borrower to obtain funds from another means for a payment to cure the default on the loan. The additional burden of installment payments on such a loan is likely to worsen the already difficult financial position, and increase the possibility of future default on the mortgage. Home retention options include : 1. Repayment plan.
2. Special forbearance.
3. Loan modification.
f. If the servicer, and the borrower can not resolve the delinquency through a home retention option, the servicer should consider alternatives to foreclosure.
I am confused as all documentation I have read states that the servicer should work with the borrower. Service Mac has removed any access to review my loan.
It is also odd that Service Mac would not pay the XXXX installment for my taxes and the funds were in the escrow. It took months to get it resolved and the way I received assistance is contacting CFPB.
I am just a veteran trying to bounce back from all the adversities experienced during COVID i.e., the government making people feel like they should not work and/or pay rent. I have been a landlord since XXXX and this is the first time I experienced an abundance of obstacles from tenants.
It is unclear to me why Service Mac refuses to do a repayment plan, special forbearance or loan medication but rather force me to lose my property?
I am looking for upper management to assist and ensure their employees are abiding by the rules established by the government.
Also, note I was told today that the only option available is for me to submit the loss package that was supposed to have been sent XX/XX/XXXX that it takes up to 30 days to review. I was also told if service mac has not made a decision prior to the XX/XX/XXXX payment that they will report to the credit bureaus all the months I was in forbearance as delinquent Had it been disclosed when I took the government assistance that it had a even a slight possibility of negatively impacting me I would have declined and sold the property at that time.
Thanks in advance for resolving this issue and ensuring this assistance program offered does not negatively impact me.
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| 03/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is in regard to an apartment we own at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX ( the " Property '' ) that is managed by an HOA. We have a conventional 30-year mortgage on the Property through ServiceMac , LLC ( the " Lender '' ).
In early XXXXXXXX XXXX XXXX, we received a letter from the Lender indicating that we needed to submit proof of flood insurance on the subject Property or the Lender would purchase a flood insurance policy on our behalf and charge the premium to our escrow account. In response to this letter, I contacted the Lender on XX/XX/XXXX and provided proof of flood insurance to a Lender representative ( XXXX ) who confirmed receipt of the insurance certificate and advised that it would be processed within 5 business days. I assumed at this point that I had fulfilled the Lender request as our auto-payments on the mortgage remained unchanged and there was no further correspondence from the Lender.
On XX/XX/XXXX, I received a similar letter from the Lender indicating that the they did not have evidence of flood insurance on the Property in XXXX and had previously purchased insurance on the Property and charged it to our account. The letter requested that I provide proof of insurance within 45 days or the Lender would renew the Lender-placed flood policy and the premium would be charged to my escrow account. The fact that the Lender purchased a flood insurance policy on my behalf contradicts what I were told by the Lender representative on XX/XX/XXXX. So, at this time, I checked our escrow account and there was a {$2200.00} charge on XX/XX/XXXX labeled as " Flood Insurance Dispersement ''.
On XX/XX/XXXX, I contacted the Lender in response to this letter and spoke with another Lender representative ( XXXX ). I advised that proof of insurance was previously provided and that we have confirmation from XX/XX/XXXX that the insurance certificate was received and processed. The Lender requested that I re-submit the certificate in order to reverse the XX/XX/XXXX charge to my escrow account and ensure that the premium for renewing the original Lender-placed flood policy mentioned in the XX/XX/XXXX letter would not be executed. I re-sent my certificate of insurance that was originally transmitted on XX/XX/XXXX and confirmed by the Lender as having been received and processed. Because there was clearly an issue with the first flood certificate transmittal, I asked if I could stay on the phone with the Lender representative to receive verbal confirmation that the email with proof of insurance was received. However, the Lender representative advised that emails take up to 5 business days to be received and he would be unable to confirm and process my email while on the phone. Having no other apparent options, the conversation ended there.
On XX/XX/XXXX, a second {$2200.00} charge labeled " Flood Insurance Dispersement '' hit my escrow account suggesting that the proof of flood insurance had still not been received or processed. On XX/XX/XXXX, I called and spoke with another Lender representative XXXX XXXX, XXXX ) who advised that I re-send our proof of insurance via the same method I had already tried twice in XX/XX/XXXX and XX/XX/XXXX. An alternative method that was proposed by the Lender was to fax the documentation, but I advised that I do not have access to technology that antiquated. I again requested to submit the documentation via email and have the Lender confirm verbally that they have received and processed it. However, I was again advised that emails can take " several business days '' to be received, so I requested to escalate the matter in order to connect with someone who has the authority to receive a direct email. The intent of this request was to ensure that my proof of insurance was received immediately ( e.g. at the speed of email, not several business days later ).
I was connected with a Lender escalation specialist ( XXXX, Washington XXXX ) who proposed the same solutions that the original Lender representative proposed : ( 1 ) send proof-of-insurance to the same address I had already submitted information to twice, or ( 2 ) send the documentation via fax. I explained that I have already un-successfully submitted proof to the email address ( with an " up to 5 business day '' processing time ) twice and that I do not have access to antiquated fax technology, so would prefer to send the documentation to a direct email address that could be checked while I was on the phone in order to receive verbal confirmation of receipt. The escalation specialist advised that they are not issued direct email addresses in their company, that this would not be possible, and that another option would be to involve our insurance agent and have them fax the documentation to the Lender on our behalf.
At this point, it seemed like the Lender was intentionally not processing our proof of insurance and attempting to sow confusion into the matter by involving more third parties. I said this to the escalation specialist and advised that what was being done felt predatory. I indicated that I have watched over {$4000.00} be taken from my account despite dedicating numerous hours of my own personal time to the matter only to have my efforts be ignored by the Lender dating back to XX/XX/XXXX. I again requested - one last time- to be connected with someone with a direct email address that I could send our proof of insurance to and receive verbal confirmation that it was received and processed. However, the Lender escalation specialist advised that the options presented previously were all that were available to me. The conversation ended there.
After our call, I re-submitted my proof of insurance via email- for the third time - and am turning to the CFPB to help me resolve this issue. The Lender says they would prefer that that I carry my own flood insurance, but their actions indicate that the opposite is true. It seems highly predatory to lie to the consumer about receiving/processing proof of insurance, purchasing a duplicate flood policy on my behalf ( not once, but twice ), and then intentionally obfuscating the matter by requesting information be sent via antiquated technology ( fax ) or through third party middle-men.
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| 08/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I've been fighting tooth and nail since XXXX, trying to recover {$2500.00} of my money that ServiceMac " sent into the void '' in XXXX. After hours spent across 10 phone calls with them, I've observed that they blatantly make things up, contradict each other, don't do anything they say they will, and never follow up about anything. Many of the calls have gone through the same series of dialogue : We didn't make an accounting mistake. And if we did, we already sent you a check to fix the discrepancy. And if you didn't receive a check, we also sent the money via debit. And if you didn't receive the debit, we need some proof. And if you have proof, apologies about the mistake, we will follow up with our " XXXX XXXX '' and get back to you. Many times they've acknowledged the mistake, and promised that the issue has been resolved and that the money will be returned to me. But it never happens, and I have to call again a couple days later and re-start working through the above dialigue.
Some background, my mortgage started in XXXX, but the wrong start date was set up. I was told to make a payment towards XXXX, and that it would be retroactively applied to the XXXX payment. I did this. And then in addition on XX/XX/23 I made a {$2500.00} principal only payment to my mortgage. The initial XXXX payment was reversed and applied to the XXXX payment as agreed on, but the separate {$2500.00} principal only payment was mistakenly reversed and applied to the XXXX payment as well, sending the money into " limbo ''.
XX/XX/23 I realized this when I noticed the discrepancy with the remaining balance. I called and explained what I was seeing, the mistake of the reversal was acknowledged, and they told me I should have received a check for a refund. I absolutely did not receive a check. I requested that the money be re-applied to the principal like I originally wanted, instead of sending another check. They agreed, and said it would take 3 weeks ( wow! that's a long time ) for the request to process.
XX/XX/23 I realize that the money was never re-applied to my principal. I call to figure out why, and they tell me that they aren't allowed to re-apply it, they need to return it to me. But they didn't follow up with me to let me know or send me another check, they just let it sit in limbo for more than a month. They offer to send the money through ACH debit, and I agreed. I was surprised to verbally give my account number over the phone for this, usually a secure portal would be used. They said the money should be in my account by XX/XX/23. It wasn't there by then, and I called XX/XX/23 to figure out why. They said it takes 10 business days ( XXXX search says 1-3 for ACH debit? ), but that the previous person gave the estimate on days not business days. So it should be in my account absolutely no later than the morning of XX/XX/23. Surprise surprise, it's not there.
XX/XX/23 I called again to figure out why. The " XXXX XXXX '' stopped the debit and flagged it as " already paid ''. They claimed they already sent me a debit for this in XXXX. Then they wanted proof that I had not received the debit, and wouldn't acknowledge that they had {$2500.00} of my money in limbo until I showed them proof.
XX/XX/23 to XX/XX/23 my issue has been escalated, and I've had 5 phone calls and spent several hours trying to get this resolved. Three different managers have told me they would be my point of contact for resolving this, but they still don't follow-up, and each time I call and try to be connected to one of them they are no-where to be found. One manager " combed through '' my account history with the " XXXX XXXX '' ( even though I explain exactly what the mistake was every single time I call ), and concluded that indeed they did mistakenly reverse the {$2500.00} and " applied it '' to the XXXX payment. And that much of the confusion was because they have been investigating the XXXX mortgage payment that was reversed and re-applied to the XXXX payment at the same time. At this point it became abundantly clear that this incompetence is deliberate. They are purposely trying to steal my money, while making things up and sending me in circles.
The manager handling the case told me that the money would be overnighted to me as a check. But then called me 10 minutes later letting me know that since it was " already applied as a mortgage payment '' that it couldn't be sent back to me. And that the solution was to just apply it to my XXXX payment, and then I would skip a mortgage payment. I asked if she's verified that the " XXXX XXXX '' was on board with this, and she assured me that they were, and that they would call in a couple days to verify that things were wrapped up. A week later and the portal is showing that I still owe an XXXX payment.
XX/XX/23 I call to make sure that the plan is still for me to not make an XXXX payment to settle the difference, and it was as if the previous conversation had never happened. After working through the same dialogue for the tenth time, another manager " combed through '' my account history, and determined that the best course of action would be to send the money back to me. I mentioned that the previous time I called, I was told they couldn't, and many times before that, the XXXX XXXX flagged and stopped it. So they agreed that I shouldn't make an XXXX payment to settle the difference, and that my primary contact for my issue will call me in a couple days to confirm. This time I asked if I could get this in writing, as this is exactly what I was told a week ago, and I want to protect myself from getting a late charge. They refused. So I guess in a couple of days when it turns out they were making up whatever they had to in order to get me off the phone, I will be calling again. And then a couple days after that. And so on ....
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| 12/28/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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The saga continues with this lender.
I submitted a complaint to CFPB on XX/XX/XXXX regarding this lender and their deceptive practices. Even after they contacted me, they still gave me the run arounds playing games while I was asking for assistance to bring the account current.
The last request for any additional information was via email XX/XX/XXXX, it was unclear what was actually needed so I called and uploaded the documents XX/XX/XXXX.
An email notification was sent XX/XX/XXXX that they were reviewing the file, the very next email I received XX/XX/XXXX they closed their review of the request, the results were never shared with me whether it was approved or if I would have to pay the entire amount to bring the loan current. Again, I called the lender and XXXX XXXX from the customer experience team that I was in communication with after I submitted my CFPB complaint in XXXX.
Today ( XX/XX/XXXX ) I found out that Service Mac sold my loan to XXXX XXXX dba XXXX XXXX on XX/XX/XXXX, per XXXX at XXXX XXXX that prior to Service Mac sending my loan to them as the new mortgagor that on XX/XX/XXXX they first sent the file to foreclosure.
I entered in a contract with a local realtor while under forbearance on XX/XX/XXXX.
I spoke to several representatives including XXXX that the house was listed for sale on the XXXX, XX/XX/XXXX, and it can be validated that I was again being truthful from the link below as well.
This experience has been a complete nightmare and gets worse and worse. It is my honest belief that this company did these actions intentionally, as stated in my previous complaint it felt targeted as if this lender actually wanted me to lose my property.
It is important to note that it was never communicated that if loan modification was not approved that payment was due by any date in full. I was told the exact opposite, I informed XXXX numerous times that I was worried about my credit. I have had excellent credit almost my entire adult life. It was stated several times, no we would not be reporting anything negative and that the banks would not be doing so until XX/XX/XXXX. He also told me not to worry, the house is about to sell that would resolve everything. I asked about the alternative, if the deal falls through, we even discussed how the escrow payment they have is incorrect could they adjust it to reflect the actual amount. I was told it could be done in the event the house didnt sell.
It is amazing how I received more information in a few hours that I received in 4 months.
This lender never communicated that at while in forbearance they would restrict my access to the online payments. Instead it was stated while on forbearance if you can make a payment you would be able to do so, not informing customers that they have a point were they would remove your access is deceptive, while there is always the technical you can give your information over the phone which isnt a secure method or pay check again not a secured method and its also XXXX who have checks?
This lender also never communicated the results of the appeal of the initial request in XXXX. I was only told verbally but where is the document that says unfortunately, we denied the request for assistance full payment is due on XXXX
Again today is when I find out that their magical date was XX/XX/XXXX. I have no documentation of this date ; they have been sending statements only via mail and on XXXX occasion communicated via email. I called this lender numerous times well over XXXX in just the last couple months. I just spoke with XXXX XX/XX/XXXX.
The sent a letter dated XX/XX/XXXX that my attorney was added to my loan, beyond confusing. How is the seller attorney added to a loan that per the new service provided they sent to foreclosure XX/XX/XXXX?
It is beyond frustrating that one can be actively working with a lender to avoid foreclosure and somehow loan be sent to foreclosure without any communication.
It is still disturbing how difficult Service Mac is, it is as if they are permitted to operate differently from those that abide by government laws, rules, and regulation.
While I am not surprised as this is the same experienced, I reported now for the third time within one year. I do not find it a coincidence ; my initial feeling was I was being targeted discriminated against, XXXX home ownership is what they are trying to keep down, by any means necessary. Never saw any lender that did not pay property taxes, never saw any lender that did not want to pay property taxes. Failure to pay property does result in losing the home in a tax sale. I fought for over 6 months and had I not checked that is exactly what would have occurred.
Even after all that, here the same lender is again making it the MOST DIFFICULT to resume payments out of a program ( COVID-19 ) that was meant to help us. Again, quite the opposite experienced I received from XXXX, it took XXXX all they placed the unpaid balance on the bank of my loan, details was communicated verbally and written.
This service provider was XXXX XXXX on finishing their initial start of trying to have me lose my home from the tax sale. It is completely unreal.
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| 07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Please cross reference this with complaint XXXX XXXX against XXXX.
I have a mortgage that was just transferred ( a second time by the way since the loan closed XX/XX/XXXX ) to ServiceMac on XX/XX/XXXX from XXXX Mortgage. XXXX had the loan transferred to them XX/XX/XXXX, so they held it about 4 months. The loan was originated through XXXX Bank -- and is a XXXX XXXX XXXX XXXX XXXX The property address is in XXXX XXXX XXXX. It is a rental condo unit and I do NOT reside there, I rent it. I have paid all of my loan payments on time since loan inception ( {$1300.00} principal and interest/ {$46.00} XXXX XXXX XXXX ). The total payment has been {$1400.00}. In addition, I voluntarily typically add {$500.00} per month in extra principal. My mortgage contains a mortgage escrow waiver addendum that does NOT allow the lender to pay property taxes or condo unit property/liability insurance. The only thing they can escrow is the XXXX unit flood insurance. My complaint is XXXX, communications are lacking and an escrow re-calculation that is improper. I am not receiving any communications about loan transfers since the loan keeps getting sold to different servicing companies. All 3 companies should be aware that I do NOT reside in the unit, and that I live in XXXX They were provided with my address and contact information at closing, in the loan closing documents. As an example, I signed up for auto pay in XX/XX/XXXX after I was unable to make my XXXX payment to XXXX. Through website trial and error, I finally discovered ServiceMac as my new loan servicer. Shortly after discovering ServiceMac was my new mortgage servicer, I signed up for the auto pay option which was for the {$1400.00} noted above, plus additional principal of {$500.00}, total payment {$1900.00}. Days later l received a notice XX/XX/XXXX that my new payment was {$2600.00}, plus additional principal {$500.00}, or {$3100.00}. No explanation was given for the change in monthly payment {$1400.00} to {$2600.00}. a whopping increase of {$1200.00}, or {$15000.00} annually. I called both servicers ServiceMac and XXXX and was told XXXX redid an escrow recalculation a mere week before they sold the loan to ServiceMac to service starting XX/XX/XXXX. They indicated they had to redo my escrow to account for my property taxes and insurance ( I informed them that I have a waiver of escrow included in my loan so I pay my own property taxes, my own condo unit homeowners policy, and I rely on my XXXX XXXX to pay for the building property and flood insurance ). The only thing ServiceMac and XXXX as mortgage assumers were authorized to escrow and pay ( barring my default/failure tor pay my tax/insurance obligations- which is NOT the case since this loan has only been in existence for 7 mos ), was the required XXXX condo unit flood insurance. As a requirement to close on the loan XX/XX/XXXX, that flood insurance was paid by me in full and that policy does not expire until XX/XX/XXXX. The escrow analysis sent to me by ServiceMac shows a flood insurance disbursement for {$3600.00} issued XX/XX/XXXX by XXXX, then an insurance refund of - {$2800.00}. This apparently resulted in a negative escrow balance for a payment that should never have been made. I was told this was a lender placed flood policy. I requested that the flood disbursement be credited back to my escrow account in full and I requested a copy of any bill or document that was used as a basis to justify this erroneous payment made from my mortgage escrow balance. I also requested an explanation as to how they came to the conclusion that increasing my monthly payment by {$1200.00} was justified. I also requested confirmation that prior months additional principal payments of {$500.00} were indeed credited to principal and nothing else. Instead of responding, I am receiving communications that ServiceMac blames XXXX, and XXXX has yet to respond to my requests.They answer the phone and say they want to help, but have no answers to provide. Despite having the flood insurance binders and in force policy information for both the condo unit and the XXXX XXXX flood policy at mortgage closing XX/XX/XXXX, and knowing that the current mortgage payment amount excludes taxes, excludes property insurance, and excludes the master flood, and that the unit flood does not renew until XX/XX/XXXX, they re-calculated the escrow improperly anyway and have thus far refused to refund and credit back to my escrow bank forced placed flood insurance. I also sent them the master unit flood renewal that my monthly condominium fees pay for through the master association. I view this as potential escrow miscalculation, and I do understand mistakes are made, but this is a substantial amount of money. How these changes can be made, even if they were a mistake, should have been noticed to me with an explanation, in addition to a 2nd mortgage servicing company transfer. How can you expect people to even know where they are to send their payments absent notice and explanation? Thank you.
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| 07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage that was just transferred ( a second time by the way since the loan closed XX/XX/XXXX ) to ServiceMac on XX/XX/XXXX from XXXX XXXX. XXXX had the loan transferred to them XX/XX/XXXX, so they held it about 4 months. The loan was originated through XXXX XXXX -- and is a XXXX XXXX XXXX product . The property address is in XXXX FL XXXX. It is a rental condo unit and I do NOT reside there, I rent it.
I have paid all of my loan payments on time since loan inception ( {$1300.00} principal and interest/ {$46.00} flood insurance escrow ). The total payment has been {$1400.00}. In addition, I voluntarily typically add {$500.00} per month in extra principal. My mortgage contains a mortgage escrow waiver addendum that does NOT allow the lender to pay property taxes or condo unit property/liability insurance. The only thing they can escrow is the Condo unit flood insurance.
My complaint is 2-fold, communications are lacking and an escrow re-calculation that is improper.
I am not receiving any communications about loan transfers since the loan keeps getting sold to different servicing companies. All 3 companies should be aware that I do NOT reside in the unit, and that I live in NY. They were provided with my address and contact information at closing, in the loan closing documents. As an example, I signed up for auto pay in XX/XX/XXXX after I was unable to make my XXXX payment to XXXX. Through website trial and error, I finally discovered ServiceMac as my new loan servicer. Shortly after discovering ServiceMac was my new mortgage servicer, I signed up for the auto pay option which was for the {$1400.00} noted above, plus additional principal of {$500.00}, total payment {$1900.00}. Days later l received a notice XX/XX/XXXX that my new payment was {$2600.00}, plus additional principal {$500.00}, or {$3100.00}. No explanation was given for the change in monthly payment {$1400.00} to {$2600.00}. a whopping increase of {$1200.00}, or {$15000.00} annually.
I called both servicers ServiceMac and XXXX and was told XXXX redid an escrow recalculation a mere week before they sold the loan to ServiceMac to service starting XX/XX/XXXX. They indicated they had to redo my escrow to account for my property taxes and insurance ( I informed them that I have a waiver of escrow included in my loan so I pay my own property taxes, my own condo unit homeowners policy, and I rely on my XXXX XXXX to pay for the building property and flood insurance ). The only thing ServiceMac and XXXX as mortgage assumers were authorized to escrow and pay ( barring my default/failure tor pay my tax/insurance obligations- which is NOT the case since this loan has only been in existence for XXXX mos ), was the required XXXX condo unit flood insurance. As a requirement to close on the loan XX/XX/XXXX, that flood insurance was paid by me in full and that policy does not expire until XX/XX/XXXX. The escrow analysis sent to me by ServiceMac shows a flood insurance disbursement for {$3600.00} issued XX/XX/XXXX by XXXX, then an insurance refund of - {$2800.00}. This apparently resulted in a negative escrow balance for a payment that should never have been made. I was told this was a lender placed flood policy. I requested that the flood disbursement be credited back to my escrow account in full and I requested a copy of any bill or document that was used as a basis to justify this erroneous payment made from my mortgage escrow balance. I also requested an explanation as to how they came to the conclusion that increasing my monthly payment by {$1200.00} was justified. I also requested confirmation that prior months additional principal payments of {$500.00} were indeed credited to principal and nothing else. Instead of responding, I am receiving communications that ServiceMac blames XXXX, and XXXX has yet to respond to my requests.They answer the phone and say they want to help, but have no answers to provide. Despite having the flood insurance binders and in force policy information for both the condo unit and the XXXX XXXX flood policy at mortgage closing XX/XX/XXXX, and knowing that the current mortgage payment amount excludes taxes, excludes property insurance, and excludes the master flood, and that the unit flood does not renew until XX/XX/XXXX, they re-calculated the escrow improperly anyway and have thus far refused to refund and credit back to my escrow bank forced placed flood insurance. I also sent them the master unit flood renewal that my monthly condominium fees pay for through the master association.
I view this as potential escrow miscalculation, and I do understand mistakes are made, but this is a substantial amount of money. How these changes can be made, even if they were a mistake, should have been noticed to me with an explanation, in addition to a 2nd mortgage servicing company transfer. How can you expect people to even know where they are to send their payments absent notice and explanation?
Thank you.
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| 07/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I do not have an issue with exactly that! I have an issue with the finance company, was XXXX now it switched to SERVICEMAC so in XX/XX/XXXX I bought my home prior to COVID, in XXXX I lost my job due to XXXX, I did enter a forbearance plan which they helped me but I was eligible to an additional 6 months, Within that 6 months, my loan change to another department, on XX/XX/XXXX which I was advised to submit another forbearance package before the end of my forbearance which I did to XXXX and stated that in the email. I did not hear anything back for a while so I reached out on multiple dates via phone to customer service at XXXX between XX/XX/XXXX - through XXXX until I received a response as to my loan getting switched to another department so I had to upload documents again for the XXXX XXXX department to extend my forbearance that I just uploaded the the other department because they could not find my documents even though I gave them the email. XXXX XXXX finally reached out to me on XX/XX/XXXX saying they will notify me that my information has been sent to the servicing company and is being reviewed. I haven't heard anything and had to call them. I tried to upload through the portal as they told me at www.loansolutioncenter.com, I could not so we were going back and fourth since then with Loss mitigation trying to get my documents right and the correct information to extend my forbearance, so I was finally able to upload them correctly on XX/XX/XXXX. At that time I thought I was ok for the additional 6 months as they usually call if something is missing well I get served with a foreclosure statement! I was a bit confused and tried repeatedly to figure out the reason why I was in foreclosure through customer service at XXXX, I never received any information so I called and attorney XXXX XXXX and paid them XXXX to get me out of foreclosure and extend my forbearance and they took all the information I had even the foreclosure and told me not to speak with them and they put a stop to the foreclosure and everything was fine, I had to come out of pocket for that. Now XX/XX/XXXX comes around and we wake up to our house on fire which was an electrical fire, it started in my daughters room and went throughout the house very quickly! My XXXX kids almost lost their lives and we lost everything we had, I called the insurance company which I just had structural damage with and they paid the full entire loan amount which was XXXX that is sitting in lost draft! I was not explained that I could find a home to replace it with the same specs as it was just rebuild or pay an additional XXXX in fees in order to get the title to my land which is what I originally wanted! Still to this day I tried to dispute the fees through so many sources and got no results, I could not even get an itemized document that states the fees in detail so I can see what they were for! I received the run around between customer service and loss mitigation to call each other for the information then never got it and when I asked to speak to the manager, they would hang up on me! I reached out to multiple people on email about my story in hopes they would waive the fees as we were staying in hotels that all my money went to then to renting it has been so chaotic and now loosing my job due to horrible organization of this company! In the mean time I am having to find free furniture and beg for it for my kids to sleep on because we were sleeping on floors in the rent house! My therapist which I can have statements from has had to treat me for severe XXXX and I was put on more medication as I was dealing with all this and worried about my kids who did not want to see a therapist and kept it bottled up as they went through this tragic thing and watched all their belongings and home for 3 years burn down! Now I am still dealing with loss mitigation to make sure my home does not go into foreclosure as I am not sure why they did not put a freeze on my account and still was making me pay and still is since the fire! I am dealing with Customer service, loss mitigation and loss draft along with a dealer for a home and everything else with no job because the time I have is limited everyday to take care of this! I am applying at jobs but my biggest issue is I will move forward with taking legal action if these fees that don't exist anywhere on paper work except my credit report which is not ok either! I am not sure how they want to start over with me owing {$170000.00} now. That is ridiculous to me having to attach unnecessary fees and not disputing them given the situation! I have never dealt with a company like this before!
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| 03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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{$10000.00} was withdrawn from our escrow account on XX/XX/XXXX to pay school tax by Servicemac. Despite the fact that we paid this money into our escrow on time and it was removed from the account by servicemac, they failed to send this money to the tax office. I was informed of servicemac 's failure to deliver the tax funds by the tax office via mail on XX/XX/XXXX and on the same day contacted both the tax office and servicemac. This communication was made via phone and email.
The tax office confirmed that the money withdraw from our escrow account was never paid to them by servicemac and this resulted in a late payment penalty.
On XX/XX/XXXX I received notice via email from servicemac that they acknowledged that the tax payment was never sent to the tax office despite the fact that this money was withdrawn from our escrow. Please see the email copied in full from servicemac below.
" Good afternoon XXXX, Thank you for your email. Good news! Progress is being made regarding the payment of the delinquent taxes.
We are in receipt of the tax letter you attached and have uploaded it to your account. Please know we have verified with the taxing authority that they have not received payment for the taxes from XXXX. We also confirmed the delinquent base amount is {$10000.00}, and a penalty in the amount of {$1000.00}, making the total payoff amount of {$11000.00}. Please know the penalty of {$1000.00}, is being paid by ServiceMac.
Please be advised the tax payment is being sent to the Receiver of Taxes in the form of a check via XXXX. The XXXX tracking number is XXXX XXXX XXXX. Please know the taxes have been updated on the account and an escrow analysis will be completed to update the payment.
I sincerely apologize for the inconvenience and frustration this matter has caused.
Please know we appreciate your business and value you as a customer. I hope you have a great weekend!
Warm Regards, XXXX '' On XX/XX/XXXX servicemac withdrew an additional {$10000.00} from our escrow account claiming that this was to pay the XXXX taxes even though they had already withdrawn {$10000.00} for XXXX taxes on XX/XX/XXXX and never sent it to the tax office. Furthermore, servicemac canceled the XXXX shipment and did not send the check to the tax office as they indicated they would do in the above email. At this point, Servicemac has withdrawn {$20000.00} from our escrow and all of this money is missing. They have not paid any money to the tax office. The amount that was suppose to be paid in XXXX is {$10000.00}. Again they withdrew this amount twice from our escrow and did not send any of this money to the tax office. At this point the money has been taken by servicemac and is missing.
We have made all mortgage and escrow payments in full and on time. The money was fully available in the escrow account funded by us to pay the taxes. Servicemac took the money out of the account and now {$20000.00} of our money is unaccounted for and our taxes have still not been paid.
Servicemac has been grossly incompetent or fraudulent in the management of our escrow.
We paid the money to them on time and despite the fact that they removed the money from our account, never paid the taxes. Having the escrow managed by servicemac is a liability as their carelessness has resulted in the delayed payment of taxes and resulting late fees. Furthermore, despite notifying them of this issue they have failed to rectify it in a timely fashion and now have taken double the amount of tax due from the escrow and still have not paid the taxes. In addition, they have repeatedly lied and even went so far as to give me a Fed ex tracking number which was suppose to be a shipment with the check to pay the taxes and then canceled the shipment without notice.
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| 08/02/2022 |
Yes |
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- Trouble during payment process
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Web |
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I initially reached out to Service Mac in XX/XX/2022. I was requesting PMI removal and they sent me a form. Upon reading the form, I was not comfortable signing it as it stated I was giving permission to trigger an appraisal. I was looking to get a HELOC as well and was going to need an appraisal for that as well. I responded to the email, not completing the form, and asking to speak with someone as it did not make sense to pay for two independent appraisals. I never heard back and decided to hold on the HELOC. In XXXX, I decided to move forward with HELOC and in speaking with my bank they advised getting one appraisal for both. I contacted via email, Service Mac and asked my questions. no response. I then contacted via phone and spoke with customer service and she did state that it usually has to be triggered by them but she went and did research and came back and said that I could submit my appraisal within 90-days. Given that information, I had my bank trigger an independent appraisal, and once completed I contacted, via email Service Mac. Again, no response. The customer service agent had explained to me that the PMI Dept does " not have a phone number and that even the Service Mac Customer Reps have to use email to get in touch. '' She advised, that I email them. When I did not get a response, again. I called Customer Service and was given a run around and told different things to the point that I got frustrated and had to clearly state I wanted to speak to a supervisor. The person was not cooperative but eventually did. He then shared that they would assign the case but it would be faster to trigger an escalation via email, so I also sent an email outlining all of the information, yet again, and then got an email The person did not give me a direct number or email but advised that I email the main customer service desk and that, they would then send to her. I sent many more emails and made many more calls trying to get a response. I have yet to get a response. I am now on my second case manager, who again, reached out and since then, despite her VM saying that she will get back within 1 business day, have not heard a word. Have emailed and called. I went online today and read XXXX reviews and saw the same complaints over and over. I never chose this company to be my mortgage holder and am frustrated beyond belief. My house is selling at almost {$200000.00} more than I paid and the PMI needs to come off. Had I not been given incorrect information by customer service I would have triggered the appraisal via Service Mac and tried to get the HELOC Bank to use it but given she told me I could submit it within 90-days I went ahead. Appraisals run about {$500.00}, so I should not be penalized for having done my due diligence, but having been given incorrect information and tons of run around. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My availability to make this many calls and emails during woking hours is not ok. The loss of money and thought of needing to pay another $ XXXX for another appraisal is not ok. Most of all though, the lack of professionalism and respect by a company I had no choice in having take over my mortgage is not ok. My PMI needs to be removed, as the money should be in my pocket and not in theirs. Please assist. I have noticed on all of the XXXX complaints that they, Service Mac, posts the same comment-we have reached out to you on such and such date. The fact that they call and then not be reachable since you can not email or call anyone directly is beyond poor business. I do hope that you all can assist me in getting my PMI removed without having to pay for yet another appraisal given their negligence.
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| 10/03/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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SUMMARY -After coming off a forbearance, completing our 3 month trial and signing the new loan modification agreement, our service provider transferred from XXXX to Service Mac . We received a letter from service Mac a few weeks after notarizing and signing the new agreement stating that they are our new provider. It took weeks chasing down service mac on the phone during our work weeks to get updates, ultimately leading to them generating a new modification agreement, we were upset with the new terms but felt we had no choice so we signed immediately and returned it. From this point around XX/XX/XXXX until now, it has been mistake, and mis, or conflicting information being provided to us about the status of what is now been 6 agreements we have signed, each time paying for notary out of pocket and tacking off work to accommodate this in the short time windows they give us each time. Hundreds of hours have been spent on the phone seaking explanations to why each agreement was wrong and we have been told numerous time that each time is was a calculation error. Each time a new agreement came, the rates and payment amounts would change, due to calculation errors. We have cycled though dozens of representatives at service mac all claiming to be our single point of contact, a single point of contact does not exist within service mac. Each time I call it takes roughly 30 minutes to even get someone to begin to understand our situation, typically resulting in them acknowledging how awful it is and for the most part the representatives would agree, this is the worst account they have seen, service mac needs to make this right and provide you with an explanation and resolution - then that person would disappear, not respond to emails, voice messages or repeated calls attempting to reach them. It has been a viscous cycle of this for over a year now.
At a certain point, several of the agreements had a start date in the future and we were advised that we did not need to resume payments until that date as we have already completed the trial and have been calling in every single month for over a year making our payments. Fast forward until now in order to maintain the XXXX interest rate that we feel is critical, we are in a position with the last agreement that we signed and returned XXXX XXXX XXXX ), as it is it retro actively dated to XX/XX/XXXX, there is now a shortage. Unfortunately, no one at service mac is able to tell us what that exact is, I was told 3 months/roughly XXXX and that would need to be paid now to bring the loan current XXXX we need to start a new trial for a new mod agreement where our payments would go up ~ $ XXXXXXXX and interest rate is up a full point to XXXX. The reason they are unable to defer it is because it exceeds the amount of months allowed by XXXX XXXX. The reason it exceeds the amount of months is because service mac made it happen that way, not our family. We have done everything asked of us on top of the constant stress and chasing down of them trying to extract information taking time to deal with this week over week during our working days which has caused issues at my work place.
Documents are sent to us constantly with threatening language, never allowing more than just a few business days for us to respond. No dialouge is occurring informing us of these potential outcomes and when we call and ask for clarity, we are told it has been escalated and we can not do anything else about it, maybe youll get a call or can try to call back next week - service mac rep XXXX on XX/XX/XXXX speaking to XXXX.
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| 07/23/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XXXX of XXXX my loan was transferred to Service Mac Mortgage Servicing company. My prior servicing company was XXXX. I have since the inception of my loan been paying biweekly payments. I contacted the company to ensure that they were aware that I was making biweekly payments. They said no problem the payments would be held in a pending status until the second payment came through and then applied to the full payment. In XXXX I received a collection call from them stating that my account was delinquent. This was not true, I had been paying ever two weeks as an auto debit from my personal online banking account. Service Mac had been applying my payments incorrectly toward my principle. They apologized for their mistake. I asked that the payment be reversed and applied correctly toward payment which would bring my account back to its expected status where i was 3 weeks ahead in payment. INSTEAD OF APPLYING THE PAYMENT CORRECTLY THEY SENT ME A REFUND OF THE PAYMENT.
I called them again XXXX XXXX discussed with a customer service representative all of the errors that they had made. She apologized, refunded the late payment fees, of course I had to resend the money that they had returned to me. She assured me that she would make note on my account that I was paying biweekly so that this would not happen again. I thought things were fixed. I have continued to make biweekly payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I received a collection call on XX/XX/XXXX to collect my unpaid mortgage!!!!!! I have never been late on any payments during my entire credit lifetime!!! I have actually already paid jalf of my XXXX payment and should certainly be 3 weeks ahead!! SERVICE MAC AGAIN HAD BEEN INCORRECTLY APPLYING MY PAYMENTS!!!! They again had been applying my payments toward Principle! Causing my account to go into default status and charging me late payment fees! Again reviewed with a customer service representative and they again quickly could see that the error was on their part and that they had been processing my payments incorrectly!!! I was told that the payments would be reversed and applied correctly, this would bring my account to updated status. The representative told me to write in the memo that I was paying biweekly ... ... I immediately questioned this. Isnt everything with these transactions electronic? She said they have people reviewing the checks personally!! Well my payments are sent electronically and there is not way to write a memo on an electronic transfer.
As of yesterday I have yet to hear back to them.
This company has since the inception of my relationship with them done nothing but misapply my payments. They have demonstrated nothing short of incompetence. I get a different answer each time I speak to someone and believe that there is insufficient training and supervision of business practices and abilities. I have yet to receive response regarding corrections to my account nor refund of fees charged to me.
I have noted prior complaints to the XXXX this is riddled with scenarios similar to mine and more ... ..Their company should be dissolved and loans held by them dispersed to companies that are capable of managing mortgage servicing responsibilities.
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| 12/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX, I was sent a notice by my new mortgage provider, Servicemac, advising me that my home was located in a flood zone and that I would need to obtain flood insurance for my home. My previous lender, XXXX, had sent a similar letter a month or so after closing on my home earlier in the year. I provided them ( XXXX ) with documentation from my county, proving that my actual dwelling was NOT in a flood zone, and after doing so, insurance was no longer required. I sent Servicemac this same documentation on XX/XX/XXXX of XXXX. In the interim, on XX/XX/XXXX, lender placed flood insurance was taken out of my escrow in the amount of {$2300.00}. When I called the mortgage company, and each time I have called in regard to this matter since then ( I have called well over 20 times since the beginning of the year, 20 is likely an underestimate ) I have been advised that as soon as I rectify this issue, the insurance will be refunded to my account. I was never made aware that this amount would be prorated based on the portion of insurance that would have been used at the time the issue was resolved. Additionally, because I never needed the insurance in the first place, it would make sense that the insurance be refunded. I was advised in XXXXXXXX XXXX XXXXXXXX that the documentation that I provided was insufficient and would need to provide a Letter of Map Amendment ( LOMA ) form from FEMA. Due to life events and a backlog with surveyors ( most surveyors had appointments that were minimally 6 - 8 weeks out ), we were finally able to get our property surveyed in XXXXXXXX XXXX XXXX and submit the request for the LOMA to FEMA. In XXXXXXXX XXXX XXXXXXXX, my mortgage was reassessed and due to the addition of the flood insurance increased by {$700.00} each month to {$2300.00} in order to make up for the escrow shortage. FEMA provided me with the LOMA letter on XX/XX/XXXX, which I was finally able to upload after multiple tries on the insurance website AND emailing the letter to the insurance department on XX/XX/XXXX. This letter provided the very same information that I'd provided to the company in XXXX, which states that since XXXXXXXX XXXX XXXXXXXX, FEMA shows my home does not sit in a flood zone. On XX/XX/XXXX, the flood insurance was finally removed from my account, and I was provided a credit of {$170.00} to my escrow for the flood insurance. I have since called numerous times to get credit for the remaining {$2100.00} that should have been refunded back to me based on conversations that I've had with several employees. It is now almost two months later, and I STILL have yet to receive a determination on my claim, which has had to be reopened back in XXXXXXXX XXXX it was closed without any action. My case should have been resolved on XX/XX/XXXX, today is the XXXX and there still is no resolution. Servicemac is operating under unfair and deceptive practices and causing customer harm and is not providing the service that their employees has said they'd provide. I am still looking for a refund of my money, as I've used money from savings to close the gap between my normal mortgage payment and the increase in payment that I've experienced since XXXX.
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| 07/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX UT, XXXX XXXX XXXX XX/XX/XXXX Subject : Complaint regarding loan servicing and PMI removal Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against my loan servicer, Service MAC, regarding their failure to acknowledge and process my request for private mortgage insurance ( PMI ) removal based on the most recent appraisal of my property. The loan was previously serviced by XXXX XXXX XXXX, and the transition to Service MAC has resulted in a lack of proper documentation transfer.
To provide a clear overview of the issue, I would like to present the chronology of events as follows : On the date XX/XX/XXXX, while my loan was being serviced by XXXX XXXX XXXX, I paid for a broker 's price opinion ( BPO ) and had my home appraised in order to fulfill the requirements for PMI removal.
XXXX XXXX XXXX assured me that they would forward all relevant documentation, including the BPO payment record and the new appraisal, to Service MAC, the new loan servicer.
However, upon contacting Service MAC regarding the PMI removal process and submitting the most recent appraisal, I discovered that they had not received the necessary documents from XXXX XXXX XXXX. Specifically, they did not have a record of the payment for the BPO or the new appraisal.
I promptly provided Service MAC with the documents for the most recent appraisal, which were completed by a licensed professional and are valid as indicated by the expiration date, which has not passed.
Unfortunately, Service MAC informed me that they can not accept the provided appraisal because they do not have record of the BPO payment and that the appraisal must be submitted through a different method that is not accessible via their web portal.
I kindly request the Consumer Financial Protection Bureau to investigate this matter and take the necessary steps to ensure that Service MAC processes my request appropriately. I also request that the Bureau addresses the following issues : The failure of XXXX XXXX XXXX to transmit the complete documentation, including the payment record for the BPO and the new appraisal, to Service MAC during the loan servicing transfer process.
The lack of a suitable method for submitting the appraisal through Service MAC 's web portal, as indicated by their refusal to accept the provided appraisal.
The improper handling of my request for PMI removal, disregarding the validity of the most recent appraisal and failing to consider it as a basis for removing PMI from my loan.
I have attached copies of all relevant documentation, while I am having difficulty retrieving my statements showing the payment I have included the most recent appraisal, and any communication exchanged with Service MAC. Please let me know if you require any additional information to facilitate the investigation of this matter.
I appreciate your attention to this complaint and trust that the Consumer Financial Protection Bureau will take the necessary actions to rectify the situation. I look forward to a prompt resolution and a fair resolution to my request for PMI removal.
Thank you for your assistance.
Sincerely, XXXX XXXX
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| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been looking to remove my XXXX XXXX XXXX ( XXXX ) for what will be roughly XXXX months now. I contacted my lender, ServiceMac, in the middle of XXXX, XXXX to seek guidance on how to remove the PMI on my home. Due to rapidly rising house prices across the nation as a result of lower interest rates and short supply on the housing market, our homes value is now below the 78 % loan to value threshold. I am aware of this because : 1. ) We live in a tract home neighborhood in which homes have the same housing plan and dimensions 2. ) A home was sold down the street for an exceptionally high value, with less amenities and square footage than our home has to offer.
We originally purchased our home in XXXX, XXXX for XXXX dollars, and the estimate on the home value now is between XXXX - XXXX dollars, which clearly pushes it past the XXXX ratio that ServiceMac requires in order to remove the PMI.
ServiceMac has claimed to have sent out an appraisal in the form of a Brokers XXXX XXXX on XX/XX/XXXX. I waited a few weeks and called ServiceMac to let them know that I had not heard anything. A customer service representative told me to wait a few more days, and that I would receive more answers. So I did exactly that. I called between XXXX and XXXX times during XXXX and XXXX to try and figure out why this process was not moving forward, and they claimed they sent out this information to the broker, but they had not heard back yet. I asked them which broker was contacted, and they could not give me the brokers name. I did not challenge this, as I thought it could have led to a conflict of interest, I assumed.
I waited until XX/XX/XXXX to finally call again and speak with a representative to figure out why I had not received a reassessment of my home. They explained that they would be receiving the reassessment of the home on XX/XX/XXXX from the broker, and that I should be expecting someone to come to my home for an evaluation. It is now XX/XX/XXXX, and no one has come to my home for an evaluation and I have not been contacted by ServiceMac. I called ServiceMac yet again for an answer. They did not have any and said they could only reach out to their PMI Department via email ( They apparently do not take phone calls ). This was now my second time speaking with the XXXX named XXXX. She gave me the same answer that she had done all she could to move this process along. The fact of the matter is, the process had not been moved along whatsoever.
ServiceMac has failed to honor their commitment of removing PMI once the home reaches the XXXX threshold, and they have breached their fiduciary duty of operating as an honest lender. ServiceMac has been negligent in handling this situation, despite me calling them between XXXX and XXXX times from XXXX until now. It has been stated that the Dodd-Frank Act granted authority to the Consumer Financial Protection Bureau to supervise and enforce compliance of the Homeowners Protection Act. I am now asking for the CFPB to follow through on this statement and protect me, the homeowner, from the predatory lending practices ServiceMac has performed.
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| 10/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Foreclosure
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Web |
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I received a foreclosure letter from XXXX XXXX XXXX, which is the firm represents ServiceMac for the foreclosure of XXXX XXXX XXXX, XXXX, CA XXXX ( Loan # : XXXX ) on XX/XX/2023 in the mail. I was surprised to receive this letter as I currently submitted the documents for loss mitigation application with ServiceMac for the loan number and property address mentioned above. I never received a letter from ServcieMac that the documents that I submitted were incomplete or ServiceMac informed me the deadline of the document submission for the current loss mitigation application. The only letters that I received from ServiceMac werethe assignment of resolution team on XX/XX/2023 and requesting additional document describing the deposit in my bank statement relevant to the rental income on XX/XX/2023. I submitted the requested document by email to XXXX on XX/XX/2023 after I received the phone call from ServiceMac requested those explanation documents the same day ( see XXXX email file ending XX/XX/2023 ). During the phone call, ServiceMac representative informed me that she would get the clarification of another document required to be submitted, such as specifying the deposits in my bank statement thought be my employment income. Nevertheless, I never received the call back or a letter from ServiceMac regarding this. I finally received a phone call on XX/XX/2023 from ServiceMac agent requesting the explanation regarding the deposit from XXXX XXXX, XXXX XXXX and XXXX XXXX. I submitted the document the same day ( see attached XXXX email ending XX/XX/2023 ). I called ServiceMac agent this morning ( XX/XX/2023 ) to ask whether the property is in foreclosure proceeding. The agent confirmed that it is because the requested document has not been received and my file for loss mitigation is incomplete. I informed her that I sent to XXXX for the requested document on XX/XX/2023 and she informed me that I am not supposed to send document in regular customer service 's email mentioned above and there is a delay in loss mitigation department in receiving the ninformation from ServiceMacs regular customer service email. Inc contrast, when I called on XX/XX/2023 to ask for the address to mail the loss mitigation application for this loan, the loss mitigation agent informed me to email to XXXX since I am not able to submit application on XXXX. The first loss mitigation application for this loan was mailed due to the same reason mentioned above. Therefore, Serviceman should not send my loan for foreclosure for the following reasons.
1. The delay in loss mitigation department receiving the documents from XXXX is not my fault, but it is Service Mac 's processing time issue ( see attached showing the delay response in email acknowledgement in XXXX email ending XX/XX/2023 for the document submitted on XX/XX/2023 ) 2. XXXX that could not identify my loan is not my problem, but it is ServiceMacs issue to be solved ( see attached ) 3. No letter requesting the additional documents or stating the deadline of the document to be submitted was sent to me prior to foreclosure proceeding
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| 02/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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**BACKGROUND** I closed on this property on XX/XX/XXXX - my payment has been {$3100.00}, breakdown is as follows : XXXX XXXX XXXX : {$1700.00} Escrow : {$1300.00} - ( XXXX at $ XXXX and insurance at roughly {$120.00} p/m - {$1000.00} for tax as my loan was underwritten to pay about $ XXXX in true property tax ).
In XXXX the " True taxes '' were {$12000.00}. However, the town tax collector gave ServiceMac , LLC a tax bill iao {$4400.00}, as the previous owner 's " Aged '' exemption, in the amount {$5000.00} was applied to my XXXX tax bill by the Town. All this time, I have been paying my full mortgage payment, as broken down above.
In XXXX, my tax bill came and it was the " true tax '' amount, plus the {$5000.00} Aged exemption, as a pro-rata charge from XXXX, increasing my taxes to $ XXXX, temporarily, to pay back the prior year 's exemption.
I am a mortgage industry professional and understand how/why these things happen. The below is my issue with the servicer.
**ISSUE** ServiceMac has misplaced escrow funds in the amount of {$7400.00} when they should have had enough funds to cover the first and second tax payment for XXXX as I have been contributing {$1000.00} per month in taxes since the loan originated.
On XX/XX/XXXX XXXX XXXX, a Customer Resolution Specialist with ServiceMac , LLC advised : " When the account transferred to us the balance was {$5100.00}, but an initial error occurred that resulted in the balance showing {$12000.00}. The disbursement of {$7400.00} was to correct the escrow balance. '' - - - XXXX is incorrect. I had been paying {$1000.00} a month in tax escrows and ServiceMac only paid the taxes in the amount of {$4400.00} for XXXX, as well as having an escrow balance of over $ XXXX when the loan originated. There should have not been any adjustment to the escrow balance.
As per the ServiceMac 's pay history - When I made my XX/XX/XXXX mortgage payment - my escrow balance was {$12000.00}. On XX/XX/XXXX - the loan service transferred to ServiceMac - XXXX XX/XX/XXXX there was an escrow adjustment in the amount of {$7400.00}, which then adjusted my escrow balance down to {$5100.00}. This was the servicer 's admitted error for which they have not corrected and subsequently raised my monthly payment by almost a thousand dollars.
Additionally, ServiceMac sent me a {$5800.00} check and then canceled it with no notice - you will see this accounting error on the payment history. No remaining issue, other than negligent accounting practice.
The attachments will show the correspondence with XXXX XXXX, as well as a complete payment history for the life of the loan. I have also attached the town 's tax bills as reference.
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| 08/20/2023 |
Yes |
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/XXXX, I received a letter from my mortgage servicer, XXXX XXXX, telling me they were transferring servicers ( to ServiceMac/XXXX XXXX XXXX and my loan terms would not change. I am on a fixed rate FHA loan.
For further context, I have been on a deferment plan since XXXX of XXXX, in which I began making payments again under a reduced amount of {$1200.00} after being unemployed for four months. This process of forbearance began XXXX XXXX. I went under the agreement that the money I owe will go to the back of my FHA loan, and I will not need to repay it until I sell the house or by XXXX, when my mortgage will be paid off. Once this forbearance period ended, I was supposed to go through a review process and determine if I needed this modification to be extended or changed.
However, when the servicer changed, I began to run into problems. On XX/XX/XXXX, I called to make my reduced payment, but this was not honored by the new servicer. I had to pay the full amount, and they told me they could not find the paperwork I had for this deferment period. They told me a case manager would contact me, but they never did.
Days later, on XX/XX/XXXX they marked me as delinquent, sent me two solicitation letters on XXXX and XXXX, and reported my mortgage account as CLOSED. This sent my credit score plummeting by almost XXXX points. They also falsely reported late payments and my account says I am 290 days overdue on one letter, 9 payments overdue. I have been paying my mortgage since XX/XX/XXXX. I was also charged a late fee of {$100.00} on my payment -- when these payments have never been late.
On XX/XX/XXXX, I did get a hold of someone with the payments department, but he was of little help. I have been calling almost every day since the transfer to try to understand what is going on. Otherwise, I am unable to get in touch with the servicer, as they send me straight to an automated message about being too busy to answer the phone, no matter which number I call. I tried calling eight times on XX/XX/XXXX. I also spoke with a HUD counselor to try to interpret the situation, but he was unable to get a hold of them either.
I want this resolved. My credit score has taken a huge hit after I have been working hard to repay my debts. I finally got it back up since being unemployed... These late payments are FALSE. I can provide records of my payments, my deferment notice, and the delinquency letters I have been receiving from XXXX, if needed.
Thank you.
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| 04/26/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I own a 4plex and fell beind during covid due to my renters not being able to pay rent in which that caused me to fall behind in my mortgage due to covid and business 's closing or people losing jobs and so on. I contacted Service Mac and asked for a forebearance to help me with my situation and they stated that I would have 3 months and it could be extended 2 more times past the first 3 months. They only honered 1 month of that and I never received any documentation from them that I needed to reapply at any time or after the 3 months. I received no phone call or letter in mail nothing. I thought I was still in the workout plan and waited on documentation or for a modification and called several times with no response back. I even tried to make a payment and it would not accept my payment online I then called back to mortgage company and they stated my officer would return my call which didnt happen. Then I received a knock on my door and it was from a investor stating they wanted tobuy my home that it was set for sale in acution for foreclosure. I then contacted morgage company again and they stated they would send me modification papers in the mail I waited past a week no papers, called back again they emailed me documents, I then filled out documents and returned them with only a few days until auction took place for mortgage company to tell me they would not review my papers due to not enough time before foreclosure sale happend. I did everything I was told by them never received any documents pertaining to foreclosure in the mail or certified mail at all. I never received any documents pertaining to anything about foreclousre and this servicer will not help me and the bank bought my house back that was my retirement. Ive had my home for over 15 years with no late payments ever until covid by no fault of my own tried to get help with this bank lying to me and not receiving fair help. Can someone from your office please help me with my situation as the sale is taking place and I need it to stop and have this business work with me, This is causing harm to myself, XXXX XXXX on XXXX and I cant afford to live without my income from my 4 plex to help myself. I am at a loss for the way this company has miss represented themselves and all paperwork and deed is not correct either. There are so many problems wrong with this foreclosure can I please get help, Thank you so much for your time and consideration.
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| 04/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had to replace the roof on my mortgaged home. Service Mac, the mortgagor, required the insurance company to issue all checks jointly, less my deductible which I paid directly to the roofing company. Insurance company issues 2 checks for additional work, jointly, and the work had been completed ( roofs took a day ). I executed the affidavit of completion, had it notarized, and the mortgage company is in agreement that the work has been completed and is satisfactory.
The problem is now with the joint checks. I have mailed them in to have the checks endorsed and returned, as originally instructed verbally. Service Mac returns them and finally I understand they want me to endorse the check, then they will endorse and return to me in the mail. Once I understood this, I explained, as an attorney in 2 states, that this is very risky, as a fully endorsed check is essentially cash, and I would never mail thousands of dollars of cash through the mail. I offered two ( 2 ) solutions, 1 ) they endorse the check with no endorsement by me to return a partially endorsed check through the mail, or 2 ) They receive my endorsed check, deposit it, and reissue a check that is not endorsed to either myself, the roofing company, or even a joint check.
Service Mac draft loss department insisted that the only path is to mail a fully endorsed check back to me. I asked to be indemnified in the event the checked is cashed by a third party. They refused to do this as well, indicating that the loss would be on me, personally. At this point, my home owner 's insurance company has issued the funds to pay for this work and the vendor, XXXX XXXX, who did a fantastic job and is patiently assisting me by communicating with insurance and Service Mac, is owed these funds on my behalf. They will have no choice but to file suit or send me to collections soon in order to protect their right to payment.
This policy is ill-thought and risky, putting mortgage holders at risk for financial losses they can not insure or protect themselves from. It has caused payment delinquency and subjected me to liability for a debt suit that would cause me further financial harm. As I have been unable to reach an individual at the company who can craft a solution to transfer these funds in a responsible manner, I have been advised by a colleague in the mortgage sector to file a complaint here to encourage swift resolution.
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| 01/24/2024 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Subject : Urgent Complaint - Incorrect Payment Allocation by ServiceMac To Whom It May Concern, I am writing to file a formal complaint against ServiceMac regarding an erroneous payment allocation issue that has happened on XX/XX/year> and has caused financial inconvenience and requires immediate resolution.
I recently purchased a new construction condo unit within a community consisting of XXXX units. The community has a master parcel for tax purposes, and each unit is responsible for reimbursing their portion of the quarterly tax bill. For the 2024 XXXX real estate tax, the total bill for all units in the community was {$9900.00}, and my specific portion amounted to {$210.00}.
Unfortunately, there has been a significant error in the payment allocation process by ServiceMac, my mortgage company. Instead of deducting the correct amount related to my unit 's tax responsibility, they erroneously paid the entire {$9900.00} from my escrow account, which pertains to the master parcel and not my individual unit.
I have made numerous attempts to contact ServiceMac to rectify this error, but unfortunately, their response has been unsatisfactory, and I am yet to receive a resolution. This situation has caused undue financial strain as the incorrect payment has not been refunded to my account.
Despite multiple attempts to contact ServiceMac, there has been no meaningful action on their part. Their response has been inadequate, and they insist that it was not their fault. Furthermore, they have indicated that the resolution process may take up to three months after a thorough review and verification, a timeline that is wholly unacceptable given the urgency and nature of the issue.
I request your intervention in addressing this matter promptly. I am seeking the following resolutions : 1. Immediate refund of the overpaid amount of {$9900.00} to my escrow account.
2. Clarification and correction of the payment allocation process to ensure such errors do not occur in the future.
3. Compensation for any associated fees or charges incurred due to this error.
I believe that the Consumer Financial Protection Bureau ( CFPB ) is the appropriate authority to investigate and resolve this matter. I am formally filing a complaint and seek your assistance in facilitating a swift and fair resolution to this issue.
Thank you for your prompt attention to this matter.
Sincerely,
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| 10/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Company : ServiceMac For XX/XX/XXXX, my mortgage has suddenly increased by {$110.00}. When I called customer service they informed me that it is because my school taxes increased. They did not.
Then they told me there was an escrow evaluation done in XXXX and they determined that there was an escrow shortage of {$810.00} which I would have to repay in order to get caught up and not face another shortage. They said they sent me a letter in the mail. They did not. I always open mail from ServiceMac. I did not receive an email either. And in fact, when go on their website monthly to check things out and to make a payment, there is NEVER an escrow shortage.
I got a supervisor on the phone who said he will send me the escrow evaluation to my email so that we can discuss the shortage together. Wherever it says " Escrow Shortage '' the amount is {$0.00}. I told him he is actually making my case for me seeing as there is no, and never was, an escrow shortage.
He then tells me that my CURRENT escrow account has a shortage for the taxes that will be coming up. I log into my ServiceMac account to find that there is actually a decent surplus in my escrow account.
He then tells me ( excuse # 3 ) that my taxes must have gone up. While we are on the phone, I log into the XXXX XXXX website and find the taxes paid and projected on my actual house. They increases a teeny bit between XXXX and XXXX. Then he tells me that their escrow projections are based on XXXX taxes. I click on XXXX and my taxes are actually going down next year.
What this mortgage company is doing is charging bogus fees to hardworking homeowners by tagging on " projected '' escrow fees at the end of the year thinking no one will notice or think to check their taxes. I suspect, that once they do this to a XXXX XXXX XXXX customers, they'll make interest on the money so they can make their projected budget.
In my entire adult life, I have never once had an escrow shortage on a mortgage and I have owned a home for 20 years. This practice is shady and they know it. And in fact, they tried to pull this last year by raising my payment more than $ XXXX. They admitted it was an escrow evaluation error.
Please do something about this. I will be contacting the FTC as well, and any news outlets I can find that will take this story on and bust them for these shady practices.
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| 12/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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ServiceMac started an impound escrow account without notifying me even though I don't owe any back property taxes, which they can see and confirmed on their end. My mortgage withdrawal amount was {$1800.00} per month. Then on XX/XX/2023 they changed it to {$2600.00}, which makes no sense and is not even the correct monthly amount to equate to my bi-annual property tax amount of {$2900.00} or {$5900.00} per year. An accurate escrow amount would equate to {$490.00} per month but they are charging 173 % of that amount. I called and complained and was told I need to fill out an Escrow Waiver Application but that it will take 30 days to process once received and there is no information about how to return the excess funds they have taken. After XX/XX/XXXX, they will have {$2600.00} of additional funds which will also have resulted in a loss of interest from my savings account and have not been applied to my mortgage balance. For three days I have tried calling ServiceMac and logging into their website to get information about my loan balance and receive customer service assistance but neither their website or phone number is working. None of the links work on their site. The prerecorded answering service does not work, acknowledge any input like my SSN and if you get far into the automated answering service, it eventually just says they are " experiencing technical difficulties. '' This is utterly preposterous. How can a company of this size just take funds out of my bank account without any recourse and then have their entire system go down for days on end without any support for their supposed customers? And if I don't pay the incorrect amount of {$2600.00} on XX/XX/XXXX, then my mortgage goes back into escrow default and the impound account stays open in perpetuity, collecting the incorrect amount. So I basically have to continue to pay them the incorrect, excessive amount of money, to my own tremendous detriment, or I am forever locked in an impound escrow loophole that nobody can resolve over the phone and that takes 30 days to process a piece of paper that has no information on it whatsoever that identifies me or my account.
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| 06/27/2021 |
Yes |
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- Trouble during payment process
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Web |
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improper transfer of loan. Not all payments wired over. When wire was returned to service Mac service Mac did not return funds to XXXX XXXX. XXXX XXXX is now showing me 30 days behind and charging me late fees.
The loan was transferred from service Mac to XXXX XXXX on XX/XX/2020. I have made all of my payments since my loan was opened. When service Mac transfer the loan they wired the payments to XXXX XXXX XXXX XXXX says they didnt receive one of the payments. I have been working with them since XXXX trying to get this all squared away Ive provided them everything theyve asked of me and they are still showing me 30 days behind not crediting the account appropriately and reporting me to the credit agencies also accumulating late fees.
This is now affecting my refinance process. I have done everything I Possibly can since XXXX to get this squared away. Again i am doing all the legwork for both service Mac and XXXX XXXX. And have provided them every inch of paperwork I possibly can showing all payments have cleared. This is between them and it is now affecting me. Ive open multiple tickets with each company and always get a we are looking into this where we cant help you.
Neither company has fixed this and it is now impacting my life tremendously as I am unable to refinance because of them. I need this squared away immediately both companies have received all of the necessary back up information from me and they should be doing the lake work themselves since they completed the transfer of Loan improperly. Again I have opened multiple cases with both companies provided them all the information needed and no one is correcting anything or responding to me and when they do they just tell me either still looking into it its absolutely ridiculous at this point we are seven months in.
I have done everything I needed to do paying all of my mortgage payments on time and I need this corrected immediately but I need help because they are not doing anything about it.
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| 05/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and I bought a home in XX/XX/XXXX that required flood insurance. We purchased flood insurance at closing and an escrow account was set up for the flood policy only. In XXXX I found out that there was an issue getting the flood policy in place, however, I was never informed of the issue due to the lender - ServiceMac , LLC - sending letters to the wrong address. ServiceMac , LLC then purchased another flood policy for me and raised my monthly payment about {$400.00}. As soon as I was made aware of the issue I contacted the lender and my insurance to get the additional charge removed and the correct policy in place. In the meantime I made my new, more expensive monthly mortgage payment.
When I called around XX/XX/XXXX to make sure everything was received, I was told by ServiceMac , LLC that they would not speak to me because I am not on the account. I had my husband give them verbal XXXX hour notification to speak with me and a third party authorization was emailed to them on XX/XX/XXXX. My escrow account has since been refunded, however, I need my loan to be reevaluated to lower my monthly required payment back to its original amount. I called today, XX/XX/XXXX and was told they could not speak to me again because my third party authorization was not in their system. I asked to speak with a manager and was told no one would speak to me, but I could call back in 10 days and maybe the authorization would be on file by then.
I don't understand why they would speak to me last month but not this month. I signed many of the lender papers at closing and my name is on the warranty deed. If my husband could call he would, but unfortunately his job does not allow for him to easily make phone calls during the day. I don't think we should have to make another extra payment next month just because they are waiting for an authorization that was already sent over and have verbal authorization to speak to me.
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| 03/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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ServiceMac LLC has not paid any property taxes from my escrow upon an earlier transfer of my mortgage from XXXX ( who also failed to pay my city taxes ). The mortgager has however steadily increased my payments to address overages in the escrow account relevant to the property taxes. They are withholding the taxes from the mortgage payments as indicated in the escrow analysis and billing HOWEVER all of the information pertinent to property taxes is not consistent with the XXXX of XXXX 's tax assessors/collections office. The taxes are assigned and paid based on the parcel # XXXX, yet XXXX has come up with some absurd excuse stating that the taxes were misapplied by the City to a different property based on the name of that mortgagee. Again taxes are assessed and identified by parcel #, that said this Servicer and the one before it that they transferred the mortgage from are providing disingenuous accounting information on the billing and the projected escrow analysis as they are not even paying any of the taxes. I have asked for proof of remittance to the city however have not received it. I have however received notices of delinquencies from the city and a tax lien notification due to none disbursement of the amounts withheld in escrow. Now ServiceMac has the gall to tell me that my mortgage is being raised yet again for property taxes-that they arent even pay! Its as if I have an adjustable rate as the mortgage is steadily increasing without any confirmation that they servicer is distributing the funds as contractually agreed upon. I have also told them that they need to cross-check whatever they are quoting to me with the prior Servicer as they too have falsely reported remittance to the City of XXXX. Im reporting so that a regulator can track and check this servicer for fraud. I cant tell whether its incompetence or intentional but this servicer is miscommunicating and not following servicing rules.
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| 02/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, lender placed flood insurance coverage in the amount of {$2100.00} was purchased for my home, 18 days AFTER documentation was provided to ServiceMac ( on XX/XX/XXXX ) that a Letter of Map Amendment was issued by FEMA for the home on XX/XX/XXXX, effectively removing the house from a special flood hazard area. The required documentation was provided to ServiceMac via email ( XXXX ) on XX/XX/XXXX and again on XX/XX/XXXX, as well as uploaded to the ServiceMac insurance department website ( www.ihaveinsurance.com/servicemac ) on XX/XX/XXXX and again on XX/XX/XXXX. I have spoken with several representatives at the Insurance Service Center, as well as two supervisors ( XXXX and XXXX XXXX who have sent my documentation to the flood vender, have escalated this issue several times, and have not gotten a response from the flood vender. The most recent communication from XXXX on XX/XX/XXXX was that documentation was sent to the flood vendor, and was escalated a few times and they were not getting a response and she was unsure why. She stated that there was nothing more that she could do on her end and that she recommended I escalate this issue through the customer service department and that they would assign a customer advocate to my account. On XX/XX/XXXX, I called the customer service phone number provided by XXXX and it was documented that a customer advocate had been assigned to the issue. I was asked to call back after XX/XX/XXXX. On XX/XX/XXXX, I called the customer service number and was routed back to the insurance service center, where I spoke with another supervisor XXXX XXXX XXXX who said she would discuss this issue with XXXX. While XXXX has worked hard on this issue and has followed up with me consistently as promised, I have little hope that either supervisor will be able to fix this issue. To date, the cost of the unnecessary flood insurance has not been refunded to my escrow account.
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| 09/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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I would like to incorporate in this complaint a previously filed complaint CFPB Complaint # XXXX. At the time of that complaint in XXXX of 2023, I was unable to properly communicate with an reach a resolution regarding the handling of a joint check that was issued by my home owners insurance for completed roofing repairs. I was called by Service Mac within a week, and the leadership or legal department agreed with me that the check would not be secure in the USPS or even by courier as a fully endorsed negotiable instrument and said that I could send in unendorsed checks to be returned to me for deposit and full payment of the roofing contractor. The roofing company management was on many of these calls and copied on correspondence.
I was clearly told, at different times, by different personnel, that because this was a closed matter, they would not open an account to deposit funds and then issue a new check and that my only resolution was to endorse thousands of dollars in checks, and wait for the mail to send me a fully endorsed and negotiable instrument.
However, by this point, I needed to have the insurance company issue new checks, as the previous checks had expired. In order to avoid a credit issue with the roofing company, I paid the balance of several XXXX dollars owed. I have sent in those new joint checks and was notified this week that the unendorsed checks are being returned to me because I did not endorse them and they ARE NOW REQUIRING ANOTHER INSPECTION. At this point, I have no confidence in the front line employees to properly and securely handle XXXX of dollars in funds that are owed to me. These front line employees have no direct access to the leadership/legal department, and can not give me any assurances on how my check will be handled. I have been on the phone for hours with various individuals that do not have the information or authority to ensure this is handled properly.
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| 03/01/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I suffered a total fire loss on XX/XX/XXXX which burned down my home, our vehicles and everything I've ever owned.
My property insurance company made a first claim payment of {$100000.00} which was recieved into restricted escrow at XXXXXXXX XXXX
XXXX XXXX released XXXX {$49000.00} to initiate the rebuild to my contractor.
XX/XX/XXXX my mortgage was transferred to XXXXService Mac, LLC XXXXServiceMac has a Loss Draft Dept. that is suppose to service this escrow but did not receive any of the documents or records associated with it and required me to resubmit and verify my loss, half way through rebuiling my home in XX/XX/XXXX ServiceMac can not account for the restricted escrow which should still have ~ {$58000.00} A second insurance payment was made in the amount of ~ {$56000.00} There should be a total of XXXX {$110000.00} in this account but the automated system and requests for written accounting all show {$00.00} dollars.
I have contact XXXX Customer Service department 8 times over a 10 week period to complain yet XXXX claims they have no oversight of the Loss Draft Department and will not therefore mediate my complaint.
ServiceMac will not communicate what they require of me when documents are not sufficient or include unknow errors.
ServiceMac will not explain the minutia of errors even after receiving 4 iterations of the so called errroneous documents ServiceMac has never called, written nor emailed a single piece of communication concerning my restricted escrow, my claim nor any updates on status.
ServiceMac has not conducted an inspection ServiceMac still has not accounted for the entire restriced escrow ServiceMac has been disrespectfully of my family being without a home in that as of XX/XX/XXXX they will not exercise expediency in resolving my request to pay my contractor nor make a written accounting of the escrow funds they hold for my loss.
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| 03/04/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/2021, I discovered that my service provider did not pay the 2nd installment property taxes on my VA loan. The bill was sent out XX/XX/2021 and due XX/XX/2021 I called them and ask them to pay the bill to avoid the home being placed on the list for tax lien sales. They stated the SLA is 5-7 business days and it would be addressed.
It was still not addressed, so I sent emails and kept calling over and over again.
In XXXX they informed me they paid, however, I contacted XXXX county to verify that they informed me that the taxes was not paid. I have been battling with this company for way too long and spent countless hours begging them to pay the taxes. The funds are in my escrow. They agreed again they would pay the taxes and the late fees would be extracted from their account as it is their fault that the taxes are delinquent.
They finally paid the XX/XX/2021 tax bill on XX/XX/XXXX, I confirmed it with XXXX county, however, they did not pay the late fees.
I am to my wits ends and frustrated that a service provider would be so lackadaisical about paying taxes. I've escalated asked to speak to managers and the result is always the same, no movement.
They deducted my escrow account twice for the one payment and I have been begging them to correct it but like everything else with this company it is a nightmare.
This isn't the first time that they messed up my escrow, which ironically is put in place to avoid tax lien and here I am in that situation.
I am exhausted, I sent my last email a few minutes ago and I want some assistance as no customer should not have to go through this. It takes minutes to pay taxes online. All this company has done is lie.
This has been going on since XXXX, I shouldn't be constantly told it will take another week dragging a simple task on for so long.
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| 07/06/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My wife work position was eliminated due to covid XX/XX/XXXX. We requested and were granted mortgage forbearance under VA disaster relief fund. My wife was re-employed XX/XX/XXXX. We notified ServiceMac that we could continue our mortgage payments.
XX/XX/XXXX we were notified by ServiceMac that they wanted to work with us to modify our mortgage and help make payments more affordable. XX/XX/XXXX we accepted their offer. A requirement of their offer was that we make three ( 3 ) trial payments over the following 90 days, that requirement was met.
XX/XX/XXXX we submitted notarized application for loan modification while continuing to make first of month payments over the phone. We were told at that time it should take about 30-45 days to complete this process and would remove forbearance.
XX/XX/XXXX we were informed that our paperwork was misplaced internally. On XX/XX/XXXX we received notice of Fully Executed Loan Modification Agreement.
As of this writing, XX/XX/XXXX, our Fully Executed Loan Modification is not recorded. Our account at ServiceMac still indicates " Loan in Forbearance '' When we applied to refinance we were told that our account is still in Forbearance " no update of status ''. We continue to make phone payments at the first of each month per instruction. After repeated inquiries we have been given no information as to expected time for recording of our Loan Modification Agreement.
This process has gone on for over a year now I can not express the amount of frustration and anxiety this has caused us. We have been prompt in suppling information or paperwork and met every requirement requested of us and continue to be put on hold with no end in sight. Due to this delay we can not sell or refinance our home and have no ability to secure any type of financial transaction.
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| 08/13/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied to the Homeowners assistance program earlier in the year, I recently got rewarded a grant for my mortgage for XXXX at the end of XXXX. The funds where sent to Service Mac On XX/XX/2022. I have been calling Service Mac they keep telling me they did not receive it. The people from the Homeowners assistance Program says it takes up to 24hrs it is now XX/XX/2022 ; it has been 17days ,12 of which are business days and they still say they have not received it. I got InTouch with the homeowners assistance program they are going to put a trace on the funds they sent. I know that all the information was right, the funds where sent electronically it had my loan number on it, it had Service Mac name on it going to lost Mitigation. I am just not sure how the funds can just disappear. I have had such a bad experience with this company. At this point I just want to get this resolved and get the funds applied to my account. I just feel like the goal for this Company is to take my home. I will do everything I need to in order to keep my home but it just seem all my efforts are for nothing. I need to know were the funds went to because I know it went to my mortgage company I just need to know where it went to why is it so hard to locate. In the beginning Service Mac didn't want to give the information to the Homeowners assistance program in order for me to get the grant it wasn't until I filed a complaint that they got what they needed and now that I got awarded the funds they claim they never got it. The Homeowners Assistance Program recommended me for a new program the federal government has called the XXXX I would be paying 25 % less than i do now so along with the grant my mortgage would be lowered now it just seem like I am going to loose my home all together.
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| 02/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received my escrow analysis which outlined that had a significant deficiency leading into the new year which was going to cause my payment to go up by $ 900+.
On the escrow payment statement and analysis, they estimated my taxes that would be paid for XXXX and XXXX to be {$6600.00} & {$4200.00}. Since that statement was mailed to me, they paid my taxes which were almost $ XXXX less than they estimated, total amount was {$6000.00}. I contacted them to have it corrected and they stated a high priority task would be submitted to have the analysis recalculated. That would be complete on XX/XX/XXXX and I would get a phone call on XX/XX/XXXX.
I did not receive a call so I called them back on XX/XX/XXXX. They stated the analysis was redone and my payment was reduced by {$300.00}. I told them that was still incorrect as I went into the year with a surplus in my escrow account and not a negative. They said they would submit a new task and mark it priority, to call back on XX/XX/XXXX.
I called on XX/XX/XXXX and it is still not fixed and the payment they are requesting is incorrect. They stated they were submitting a new task and marking it as priority. I told them that it is ludicrous that nobody has been able to identify their error and just fix it. Ive been pushed to call back 3x with no resolution. They cant nail down why my payment is so high on the shortage of {$1500.00} which doesnt show to be accurate on my end based on the payment history. They are now saying my taxes reduced on XX/XX/XXXX so they need to run a new analysis which will take 10 business days.
This company can not identify their error let alone correct it. Even speaking with a supervisor does not resolve the problem
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| 10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The servicing of my mortgage was recently moved from XXXX to ServiceMac. Just before the transfer, in XXXX, XXXX was working on removing the PMI from my loan, because I had reached over 20 % equity. The current balance of my loan is {$350000.00} and based on my amortization schedule that puts me at 77.8718 % resulting LTV %. On XX/XX/2021, I sent an email to ServiceMac 's mortgage insurance email address stating the same. They responded on XX/XX/2021 saying that they had received my completed PMI removal request, going through the notes the prior servicer did not complete the processing of your request, but they have opened a task to have a PMI Waiver specialist process the request. On XX/XX/2021 I responded with a thanks, and asked to be contacted one it had been completed, reminding them that I had yet to make my XXXX payment. On XX/XX/2021 I logged into the portal to check to see if this had been done but noticed my monthly payment due was still reflecting the PMI amount. I called customer service and spoke to XXXX who looked into my account and said that the processing of the PMI removal had been CLOSED due to not finding the paperwork!!! I told her about the XX/XX/XXXX email and she had no record of it. I asked her to contact the mortgage insurance department and she said someone would get in touch with me within 24 hours. It is now 24 hours and I logged onto the portal and my monthly payment due was still reflecting the PMI amount. I have responded to the email chain again, but I believe this is my last recourse to try and get this resolved. ServiceMac has terrible recordkeeping and communication with customers.
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| 03/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I bought a house in XXXX XXXX Hawaii in XXXX, XXXX. The mortgage broker, XXXX, placed the loan with XXXX but agreed to handle the escrow accounts. Over the first year, XXXX paid my hazard insurance and property taxes and added a monthly amount to my mortgage payment so that the policy and property taxes could be paid out of escrow the next time they came due.
In XXXX, XXXX, Servicemac LLC purchased my loan. XXXX and I took immediate steps to have the escrow accounts transferred to Servicemac. I spoke with XXXX staff weekly. I sent emails to Servicemac weekly in XXXX, XXXX, and XXXX.
Servicemac sent me warnings every week that I had to produce proof of hazard insurance. Obviously, since Servicemac had the funds I placed in escrow for the purchase of hazard insurance, it was not my obligation to purchase hazard insurance. On at least 6 occasions, I told Servicemac this and gave them the name of my hazard insurer and a copy of the policy that had been in force during XXXX.
On XX/XX/XXXX, I received a " Notice of Lender Placed Hazard Insurance '' from Servicemac. The premium is more than twice what was due XXXX XXXX. I have sent more letters to Servicemac, but at this point, it is clear to me that Servicemac simply refuses to acknowledge its legal duties. I am willing to guess that it does this with a substantial number of the loans it purchases, insisting on the benefits of the contract but denying the obligations.
I want CFPB to fine and otherwise punish Servicemac, up to and including revocation of its license to participate in federal mortgage lending activities.
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| 12/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I refinanced a couple of years ago and now ServiceMac holds my mortgage. I have lived in my home since XX/XX/XXXX. With other mortgage companies I would receive a statement in the Fall showing what my new property taxes and insurance would cost and would be given the option to have the new higher amount rolled into my monthly payment or the option to pay the projected shortfall ahead of time and keep my monthly payment the same. I have always opted to pay ahead and keep my payment the same. ServiceMac does not give this option. I went through calling them last year, giving a payment for the amount shown on the Annual Escrow Account Disclosure Statement and then the payment still went up. When I called they were rude and one message even said something to the effect of " if you can read ... ''. This year I spoke with XXXX, a customer account rep, on XX/XX/XXXX. XXXX was professional, but put me on hold and looked at notes, then came back on and said that I can't pay the shortage ahead and that, even if I did, my payment would still go up ( I'm sure the call is recorded ). I said I have always been given the option to keep my payment the same ( with other companies ) and he said something to the effect of " it's never been that way ''.
I did search online and see that another customer filed a complaint about ServiceMac for the same issue. I would like ServiceMac customers to be given a clear Annual Escrow Account Disclosure Statement clearly showing the option to pay all escrow shortages ahead of time, in order to keep monthly payments the same.
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made an extra principal payment on my mortgage on XX/XX/2022 to reduce the loan-to-value ratio ( based on property purchase price ) below 80 %, and I requested removal of PMI. My loan servicer, ServiceMac, emailed me a form to complete on XX/XX/2022. I completed the PMI removal request form and emailed it back to ServiceMac the next day on XX/XX/2022. ServiceMac never acknowledged receipt, so I followed up via email on XX/XX/2022 to see if they received the form. They responded 9 days later on XX/XX/2022 that they received the form and that it was under review. They subsequently responded on XX/XX/2022 that the investor required a broker price opinion ( XXXX ) at a cost of {$150.00} to support removal of PMI ( even though I paid down to less than 80 % LTV based on purchase price and numerous free automated valuation models ( AVM ) are available to support that the property has obviously not depreciated ). I responded same day on XX/XX/2022 that I found it hard to believe that an AVM was not available and asked them to clarify if I paid the principal balance to less than a 78 % LTV that PMI would be removed without the need to pay for a PBO. I received no response. I sent subsequent emails on XX/XX/2022, XX/XX/2022, XX/XX/2022, and XX/XX/2022 asking for the status of my PMI removal request and have received no response. ServiceMac is clearly delaying the process to continue to charge PMI, which I have requested to have removed. The fact that they have stopped responding at all to my requests is wholly unacceptable.
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| 11/08/2021 |
Yes |
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- Trouble during payment process
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Web |
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Our loan was sold from XXXX to XXXX Mortgage XXXX.
It seems the servicer is double billing use for property tax billing. I have attached examples of the error. We have called multiple times and have yet to get a response to our concern.
As seen, the documents from XXXX XXXX outline all payments that are to be deferred for the home loan : The total amount of {$55000.00} is stated as including an escrow balance and other past-due amounts to be deferred totaling {$12000.00}, and a principal interest of {$43000.00}.
Now as seen on the documents provided by ServiceMac we have the same deferred amount of {$55000.00}, only this amount is not listed as the total amount deferred as in the XXXX documents, but rather the deferred principal balance only. This suggests that the escrow balance has not been added even though we can clearly see from the above documents that it has been included in the total amount deferred of {$55000.00}. In addition to this amount we see listed another escrow balance of {$10000.00} : This is clear evidence of an additional escrow balance being added to the total amount deferred. XXXX amount of {$12000.00} which is included in the total amount deferred, and an additional {$10000.00} escrow balance which only appears after ServiceMac takes over handling of the loan. Please see the attached PDF files to verify these findings. We would like a prompt explanation as to how ServiceMac plans to correct this issue as our monthly Mortgage amount is currently being effected by the error.
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| 04/21/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I sent a check into ServiceMac for what I thought was balance to pay off Mortgage XXXX, XXXX, XXXX they cashed our check made a monthly payment and never reached out to us that they couldn't apply it the rest to balance. We logged in to check our balance and realized I had made a mistake by not getting a payoff amount, then we reached out to them to find out what was going on with our money? This is XX/XX/XXXX they told us they would sent a check on the first of XXXX them on the XXXX of XXXX Oh, the check wasn't cut till the first probably mailed out the XXXX or XXXX... called a few times over the next few days got the same story ..mail is slow. Waited a week called them again on the XXXX of XXXX to ask again where is our money? Oh that money should have been sent XXXX haven't gotten it yet?? Nope! Ok we will get the information off the check and send it to that way ... someone called us on XX/XX/XXXX told us it would take 3 days to transfer ... STILL NO MONEY! We stopped communicating with them over the phone and started communicating through e-mail... was assigned a case XXXX XXXX but we are getting no resolution, hence why I am filling a complaint. This is 2022 it doesn't take 10 days to get a check or 3 days for a money transfer.. So here we are 36 days after they cashed our check ... My husband is a XXXX XXXX and what they are doing to us is UNACCEPTABLE! We have saved over 20 years to pay off this loan and I can not believe this company would treat a customer this way..GIVE ME BACK OUR MONEY!
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| 01/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage was switched to ServiceMac , LLC ( involuntarily ). Since that time, we have had issues with communication. For example, our escrow amount was increased without written notice in XX/XX/XXXX.
Then, in XX/XX/XXXX, we switched checking account. On XX/XX/XXXX, I called to confirm that the payment had gone through, and confirmed with the representative on the phone that they had the correct checking and routing number. This conversation was recorded, and it was verified that they had the correct information for our checking and routing. We were assessed return fees even though the error was ServiceMac 's. I was told that a supervisor could waive this fee. However, I was not given a ServiceMac contact information, and I was told that I would not receive an email confirming this. It would be reflected on my account. I had to make a payment over the phone because of ServiceMac 's error. Please confirm that ServiceMac has waived this return fee because the return was not the consumer ( XXXX XXXX 's error ).
Second, with our prior mortgage servicing company, I could see specifically how much was in escrow and what payments were made to whom. However, with ServiceMac, they have to run analysis. I want to know specifically where our escrow payments are going since they were increased by XXXX. Again, when I requested this on XX/XX/XXXX, I was told that a " requesting an analysis '' of our escrow had to be done. We want an itemization of all the money going in and out of escrow.
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| 09/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my home just over two years ago. I recently requested an appraisal to have my Private Mortgage Insurance ( PMI ) removed. ServiceMac LLC ( the servicer ) who is owned by XXXX XXXX recently sent an unlicensed and uncertified appraiser out who was a XXXX XXXX XXXX named XXXX XXXX of XXXX XXXX XXXX XXXX, XXXX, VA XXXX. XXXX XXXX conducted the Broker Price Opinion ( BPO ) but by his own admittance was not familiar with my area and therefore couldn't provide a true estimate. His appraisal was conducted using a sale price divided by above grade living space with no accounting of bedrooms and living space below grade. His " appraisal '' was not an accurate accounting of my home 's value. The servicer even confirmed that a sale price divided by above grade method is not accurate when I used that same method to give them additional comps that increase my home value. As a result, they denied my appeal when I sent the additional comps. An accurate appraisal conducted by a licensed and certified appraiser has not been conducted up to this point. I requested an appraiser be sent out to conduct an accurate appraisal with no response. This e-mail went to board members of XXXX XXXX and customer service specialists of the servicer. At this point, I am contemplating taking the servicer to court for violating 12 United States Code 4902.
Please contact me so we can get this resolved without the need to take anyone to court.
Thank you.
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| 12/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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We purchased my home, which we closed in XX/XX/2023. Our first payment was due XX/XX/2023. The initial company our mortgage was financed through was XXXX XXXX, which we made payments as follows XXXX XXXX XXXX {$3200.00} XX/XX/202XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Payment As of XX/XX/XXXX, we received a notice from XXXX XXXX stating that our mortgage was transferred to ServiceMac. They also stated that as of our XXXX payment, it should be made to ServiceMac.
As of XX/XX/2023, a payment was sent to ServiceMac. See payment below : Service Mac LLC XXXX {$3200.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2023 Payment As of today, an email was received stating that we did not make our XX/XX/2023 payment and they are stating that the payment is past due 18 days. They are also referencing that our payment amount is {$3400.00}. Not only are they saying that we have not made our payment, but they are referencing the incorrect payment amount according to our loan terms. It seems like since they transferred our loan to this new company, they are trying to do fraudulent things. I would appreciate if you can resolve the matter. Thanks
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| 04/16/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I pay about {$2500.00} extra each month to go directly toward principal on my loan. I have to call in EVERY month to tell them to put the additional on my principal. I called on the XXXX of XXXX to tell them they needed to be sure to apply the money correctly. I checked my online statement on the XXXX, and not only had the money NOT been applied correctly, but my principal balance had gone up by {$1000.00}. When I called and asked what was going on, I couldn't get a straight answer from the clerk. I asked to speak with a supervisor and after waiting for over an hour, I was told a supervisor wasn't available. I was told that my account would be corrected by the following Monday. The XXXX XXXX XXXX XXXX not only was my account still not fixed, but the balance on my account was now up another {$2000.00}. When I called, again no one could explain it and no supervisor would speak with me. I called again on the XXXX, 2 times on the XXXX, 2 times on the XXXX, and 2 times on the XXXX. I asked to speak with the bank manager on the XXXX and was assured that I would receive a call back by no later than the morning of the XXXX. I still have not received a call from the manager or a supervisor. And my account is STILL NOT FIXED!! It shows that I am past due on my XXXX payment when they received my payment on the XXXX. I have never dealt with a worse bank in my entire life, and no one will return a call.
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| 11/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicing transferred effective XX/XX/XXXX to ServiceMac from XXXX XXXX XXXX Once I was able to log into their online portal I paid ServiceMac XX/XX/XXXX for my XXXX mortgage payment per instructions included on my Hello and Goodbye letters. XX/XX/XXXX ServiceMac auto drafted my bank account for another mortgage payment. I contacted them immediately and they stated this was an autodraft for my XX/XX/XXXX mortgage payment. They asking if I wanted either the XX/XX/XXXX or XXXX payment refunded. I stated I wanted the XXXX autodraft refunded since I do not prepay mortgage payments a month in advance nor am I required to. Unless the company applies the principle payment effective immediately there is no reason for a consumer to do this. They have yet to refund me the double charge after stating it would be refunded in 6 business days via email. I was contacted via phone XX/XX/XXXX only after complaining that I would contact the CFPB Friday XX/XX/XXXX if not refunded. I was asked if my payment had been refunded to which I checked my bank account and replied " No ''. I was told that I would be called back and she ended the phone call. I have not heard back. Again, as of XX/XX/XXXX at XXXX XXXX XXXX I have not received a refund for either payment despite their website stating one has posted. I have attached a screen shot from their portal.
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| 11/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
Older American |
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In XXXX, XXXX sent mail/emails informing ServiceMac taking over the management of the mortgage as of XX/XX/XXXX. The first mail/emails included the new mortgage services, ServiceMac, the new address, and later on the new account number. The mortgage payment of {$1200.00} was initiated through XXXX on XX/XX/XXXX and an ACH withdrawal was posted on XX/XX/XXXX, performed by ServiceMac. Two weeks later, emails/mails began arriving stating there was a nonpayment of the mortgage. Several calls/emails to Customer Support were made by me throughout XX/XX/XXXX, XXXX, XXXX, XXXX, the last of which for XXXX was on XX/XX/XXXX, the call lasting XXXX XXXX mins. It was during this call, an incident was submitted by the customer service individual. A call was received by a supervisor on XX/XX/XXXX where all information was provided ( again - multiple submissions on the calls throughout XXXX ). A payment of {$1200.00} was submitted directly to the supervisor and posted from my XXXX account via an ACH Withdrawal. She stated a customer advocate would be assigned to help find the missing {$1200.00}. This individual called on XX/XX/XXXX. During which all information again was supplied - including copies of the XXXX XXXX from XX/XX/XXXX. I have attached a copy of the XXXX account ACH Withdrawal which has already been sent to ServiceMac four times!! No response!!
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| 06/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX I received a letter from service Mac that they were renewing a insurance policy they bought on my behalf with money for my mortgage account for a estimated amount of XXXX. After speaking with their rep XXXX XXXX no I'm not spelling that wrong I was informed that I don't know my own address that was changed back in XXXX before they purchased my mortgage in XXXX. Apparently I was responsible to inform them that they hadn't done their dew diligence before signing a contract that the property they purchased actually existed. So even after writing Two checks for the property taxes to the correct address, Two checks for insurance to the proper address Still purchased insurance on my behalf because they have the wrong address listed on the loan. Also they send me an invoice every month to the correct address. Now on XX/XX/XXXX they in fact charged my mortgage account on witch I pay interest XXXX for the fraudulent insurance. After filing complaints with the XXXX and CFPB they finally relented to their mistake but only refunded me the XXXX and put the money into my escrow account, they stole the money from the mortgage account witch charges interest and refunded it to a account meant for property tax and insurance. This little over sight is still costing me money for their incompetence. This is their idea of servicing their clients.
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| 11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We closed our refinance loan on XX/XX/2021 and the disbursment was on XX/XX/2021. The payoff was made to ServiceMac, who just took over the loan from XXXX. The transfer from XXXX to ServiceMac was not a smooth transfer as ServiceMac did not have our information or allow us to even make a payment on the loan for about 2 weeks after the actual transfer date in XXXX. We were informed by ServiceMac that they were not legally allowed to charge 'any ' kind of late fees for 90 days during this transfer in servicing of our loan from XXXX XXXX Our refinance just so happened to be during this transfer period. On the closing documents of the loan, it is clearly stated that there is a 'late fee ' being paid to ServiceMac of {$180.00}. This fee needs to be refunded to us immediately.
We were also charged a fee of {$220.00} for an 'Affordable Housing Fee ' which we are requesting to have refunded. This fee is charged when there is no XXXX Cover page added to the deed. We will gladly fill out this one page document to save that {$220.00}.
We were told by the loan originating company, XXXX XXXX XXXX, to file this complaint to you, as these matters are taken very seriously. XXXX was very helpful in the loan process, but did say that they could not resolve this matter without your help.
Thank you for your time and advice in this matter.
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| 05/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XXXX of XXXX I Missed my Payment to My Mortage. After i Missed my Payment. I was Never Contacted About the Missed payment, Until I Contacted The Mortgage Company My Self. ( ServiceMac , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXl, SC XXXX ) Upon Contacting them I set Up a Forbearance Plan and It Went Good, the Second Month that i was able to Pay I called it in and gave my info to The Bank i was using When they Took the Information and Ran it they Said that it had gone through. so, i went the whole month going about my business now its the 3rd payment to my forbreance contract. Thats when Service Mac told me i miss my 2nd payment and that i has no choice but to come up with all the money that i was behind. i have so much equity in my house i should not be having this problem. So i went and Got the Amount they asked for Paid by new mexico renters association. and Service Mac Refused to Take Payment. They Stated that They Don't Contact Places to Get Payments. Also They Stated that they Had the Amount i Was Ordered TO Pay That I was To Receive the Letter Via Email. But Never Received It and When i Called to Ask Why I had not seen Received it. They Stated That The Foreclosure Letter Had Not been Drafted up. they Are Forcing me out of my house and There's nothing it seems that i can do please Help me
|
| 05/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Our mortgage lender ( ServiceMac ), has fraudulently purchased hazard insurance in our name after receiving proof of prior home insurance already in place without lapse in coverage. ServiceMac first sent a letter in requesting proof of insurance in XXXX. In response our insurance company faxed our current policy on XX/XX/XXXX stating that we are in fact covered. Assumed this would be enough to assuage their complaints, it was not. ServiceMax claims our address was not accurate on our insurance policy. We have evidence stipulateing a change of fire number as early as XX/XX/XXXX as mandated as a county ordinance for XXXX County in Wisconsin. Address for property is the same as property address on our Tax Bill, and matches the address on our insurance policy. ServiceMac refused to update address and hence claims that we do not have insurance on our property and proceeded to purchase hazard insurance on our behalf from a subsidiary company that they own. The insurance company policy address they used and their own address are the same. We have sent multiple faxes of proof of address and policy and they have refused to update their records. Most recent attempts to finalize problems were XX/XX/XXXX. As of now, our account has been charged XXXX with insurance coverage taking effect on XX/XX/XXXX.
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| 12/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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the first sent me a letter regarding my XXXX housepayment daying it would be reduced because I had an excess in escrow. I paid the usual housepayment anyway. they put the extra into principle. next instead of informing me that taxes had gone up and giving me an opportinity to address NEXT YEARS tax situation they simply tell me my house payment is going up in XXXX. I called to ask why today XXXX XXXX they look it up and say taxes are going up by XXXX dollars.
Its important to note that there was an EXCESS in escrow of XXXX dollars that should have covered any tax deficit of XXXX dollars. so why refund me and set me in arrears?
note this is the second year in a row they are doing this. last year they said insurance when up by a few dollars.
they XXXX the payment and tack on interest and my end of year what I have paid is OVER what I could have paid up front.
I do not know how to get my taxes and insurance out of their hands so that I can pay it separately. this in my opinion would be the only way to stop this abuse. I have seen other people I know lose or be forced to sell their homes because these mortgage companies play these games of refunding excess before paying the taxes and insurance and then claiming there is a shortage. this should NOT BE OKAY with the US government!!!
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| 02/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My mortgage was being serviced originally by XXXX XXXX during the first half of XXXX ( XXXX ). I then received notification on XX/XX/XXXX that my mortgage servicing was being transferred to Service Mac starting XX/XX/XXXX. 3 months later ( XX/XX/XXXX ) I was notified again that my mortgage was going to be transferred back to XXXX XXXX for servicing starting XX/XX/XXXX. As of today 's date, XX/XX/XXXX, I have only received a single 1098 from XXXX XXXX, showing a loan acquisition date of XX/XX/XXXX. This however is the date that my mortgage was transferred to Service Mac for servicing. I attempted to contact Service Mac for the additional 1098 for the 4 months of servicing ( XXXX ), but am seemingly connected to XXXX XXXX because the automated system notifies me of my most recent payment, almost as if the 2 companies are 1. After speaking to a representative and supervisor I am told they only have the single 1098 reflecting XXXX XXXX. I am needing TWO ( 2 ) 1098s that reflect the correct servicer and interest paid for the period serviced for the XXXX year. All communication I received prior to the transfer confirm I would receive a 1098 from both servicers which hasn't occurred. Please contact me if needing additional information.
|
| 08/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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Our previous mtg company sold the acct. to ServiceMac ( XXXX, GA ). Service Mac with no notification decided to put an escrow acct on the mtg. In 44 years, I have NEVER had an escrow acct. Insurance and taxes are paid in full one time annually. I spoke to them in XXXX and was told to file an escrow waiver application which I did in XXXX by US Mail, on line and by e-mail. I was told to call back after XX/XX/XXXX. Then I was told to call back in XXXX, but since it was expedited I would hear by XX/XX/XXXX. Meanwhile I have been getting letters in duplicate saying that I need to pay extra each month due to what they believe will be a " shortage '' of funds for insurance/tax payments. ( 0 monies are owed ).
This is a case of overcollecting with a misappropriation of funds on their part.
I have spent hours trying to resolve this error for something I do not need. Their response is to say it is " expedited '' and with their " advocacy '' group and nothing happens.
I can not pay the correct amount on line as the wrong payment amount is hardwired in the system and does not allow me to change it. I already have paid this month 's mtg with the additional funds because the system won't allow me to do otherwise.
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| 11/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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We purchased a home over a year ago, XX/XX/XXXX, using a conventional XXXX fixed rate loan, 20 % down payment. We paid our home insurance for the year at closing, {$790.00}. In XX/XX/XXXX, the mortgage firm sent a letter " You need wind insurance and we will take that insurance out and just bill you ''. However, when taking the mortgage out, they never said or required wind insurance. One year later, they now want to force us to over-insure our house when they should have been upfront on insurance requirement during the underwriting process.
The problem for us is our home insurance will go from {$790.00} to {$3300.00}. That is way too much and again, not required at the time we obtained the mortgage. I have called the mortgage firm 2x yet no one returns my calls. How is this permissible?
During the short one year of my mortgage, I think the mortgage was sold two times to different firms so I am not sure if that triggered something but regardless, we followed all the underwriting requirements at the mortgage 's inception. If they made a mistake, shouldn't they pay for the additional home insurance wind portion? The house is insured otherwise as required at the time of mortgage inception. Thank you.
|
| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
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Web |
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On XX/XX/XXXX ServiceMac sent Loss Mitigation Application, hardship affidavit, which were submitted online on XX/XX/XXXX. request of 1 month paystub, 2 months bank statement, utility bills, HOA statemtn which were submitted on XXXX.
During a call on XX/XX/XXXX above docs could not be found by company reps. Another call on XX/XX/XXXX they still couldn't find docs eventhough they could be viewed on their website. Sent whole package by USPS on XX/XX/XXXX received by company on XX/XX/XXXX. On XX/XX/XXXX company requested to resend bank statements. Done via USPS on XXXX.Another call to company on XX/XX/XXXX and was informed to send an all new package signed and dated incl. paystub and bank statements. Said it has to be done every 30 days according to CFPB rules. This was the first time it was mentioned between XXXX and XXXX. New package sent on XX/XX/XXXX. Received by Company on XX/XX/XXXX.
Amount due to reinstate loan as of XX/XX/XXXX {$12000.00} ( interest rate 4.6250 % ) Amount due to reinstate loan as of XX/XX/XXXX {$16000.00}.
I could have been making payments since XXXX XXXX but company is stalling.
On XX/XX/XXXX company sent someone to verify if house is occupied. Broke in.
|
| 01/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
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Web |
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I have made three monthly payments online.
XXXX. XX/XX/XXXX amount XXXX XXXX. XX/XX/XXXX amount {$1900.00} XXXX. XX/XX/XXXX amount {$1900.00} The lender has " Returned Payment Reversal '' on the payments on XX/XX/XXXX and XX/XX/XXXX. The lender has failed to state a reason for the " Returned Payment Reversal '' The funds in my account exceed {$10000.00}, so the reason for " Returned Payment Reversal '' is unknown.
On XX/XX/XXXX I suspected a problem with this lender and have attempted to contact by phone and was placed on a two-hour hold. And then the customer service department disconnected the call.
ServiceMac reports " Returned Payment Reversal '', I pay these statements electronically. No funds have been returned to any accounts. Next, ServiceMac is adding a late check fee of {$150.00} and another fee of {$59.00}. ( FYI - I do not pay this account by check ). ServiceMac has failed to complete or explain any reason for my timely payments.
My credit score is outstanding and I have never missed a payment on any of my accounts. I am very concerned about the business practices of ServiceMac , LLC.
Can your organization help me resolve this issue with ServiceMac , LLC?
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| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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ServiceMac Company is collecting escrow for an estimate of property taxes.
My home is a new construction and was not complete in 2021 so I am being taxed on the property value only which is around {$1300.00}.
But the company continues to collect escrow for the higher amount estimated.
I have contacted company 5 times by phone and email and being told different things by each person.
I have clearly sent them all information and requested the amount be adjusted and corrected and that they are over collecting almost {$6000.00}.
They say they will look into it and nothing has been done for months and now they say to contact the tax office. I have done this already and they have nothing to do with escrow collection and that needs to be corrected by the company.
They are refusing the correct the escrow amount or give me a refund for the severe over collection.
I keep getting passed around to a new person who says to talk to the next person or asks me to re-explain everything over again.
All that has to be done is refund the over collection and adjust the escrow to match the correct tax amount but they are not doing this and keep passing me around.
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| 01/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am obligated to carry mortgage insurance until I have 20 % equity in my home. I reached 20 % equity in XX/XX/XXXX. I requested to have my PMI removed. After filling out a form and paying a {$150.00} fee on XX/XX/XXXX, I expected to have a response on my request no later than XX/XX/XXXX ( as the form I filled out stated that " Within 45 days of receiving your request if using original value or the completed BPO or appraisal if using current value, we will determine if your loan qualified for PMI removal and provide you a written response. '' Instead, I have received no response and was charged PMI on XX/XX/XXXX. I called ServiceMac ( my mortgage loan servicer ) today and was told they misapplied my {$150.00} payment and that they can not be certain that I will have my PMI charges removed prior to being charged again. I have no insight into how the " fixing '' of the misapplication will affect my loan balance or my right to have my PMI charges removed ( a premium charge that, given my equity cushion, does not create any value for me at this point ). I was told that I would not be given any update on what is happening with my loan for at least a week.
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| 01/15/2023 |
Yes |
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- Trouble during payment process
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Web |
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We closed in the purchase of our home i XXXX, XXXX. Since then our loan servicer has changed twice. We are required to escrow our property taxes, PMI, school taxes and home owners insurance. In XXXX XXXX New York our school taxes are due XX/XX/2022. Our taxes went unpaid, in the amount of : {$3100.00}. They were not paid as of XXXX XXXX so i called customer service and was assured it was an oversight and they would be paid. In XXXX we received our property taxes, now, including the school taxes and late fees, and our property taxes which are approximately {$890.00}. I again notified our mortgage Company. Who paid both the school- which will be rejected- because the taxes are included on the property tax. I have several issues : 1. I contacted the loan servicer by email, phone and no one understands what im talking about. 2. i should have to pay late fees that were the fault of the servicer. 3. I have received zero explanation 4. Now, because they dont understand how taxes should work, they have over escrowed us by {$5000.00} for the XXXX year-and thats not correct. It increases my monthly payment and will directly influence my ability to pay.
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| 02/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX, XXXX XXXX, XXXX failed to properly pay my real estate property taxes for XXXX 2021 from the accured or advanced escrow account, yet they increased my mortgage payments from the original {$2300.00} to almost {$2600.00} with the pretext that my property taxes increased during the XXXX. I called my tax assessors office and received a tax bill that states that the servicer hasnt paid any taxes via escrow since first quarter 2021 and so the city placed a tax title ( lien ) on my deed! Our servicer changed from XXXX to ServiceMac as apart of their transfer transaction. The notice of transfer and billing statements show escrow disbursements that were not in fact made i.e. fraud. We have been paying the escrow with the increased adjustment and neither servicer has paid the fees. Ive contacted both and get the run around as the city tax assessor has confirmed non-payment. I cant even get proof of payment from ServiceMac ( something showing a mailed check # or EFT acutally demonstrating payment ). In all my billing statements are incorrect and the Form 1098s mailed to me are inaccurate at best or fraudulent.
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| 07/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicing company is XXXX. My escrow was due to be paid on XX/XX/XXXX. It was not paid. My insurance broker from XXXX XXXX called the company to find out what was happening as my taxes and insurance come out of my monthly payment. They told him they sent the escrow check out to XXXX on XX/XX/XXXX. Today I received a letter from XXXX dated XX/XX/XXXX stating they had not received my payment and would cancel my policy if the payment wasn't received by XX/XX/XXXX. I spoke to the customer service dept at XXXX and also went online to my account and found that the escrow payment was sent out XX/XX/XXXX. I asked the representative if that payment would arrive at the insurance company by the XXXX of XXXX and she stated it would. However, with the state of the USPS, my insurance representative thought it best to give me an extension.
I pay my mortgage bill on time and I expect that the money to complete my taxes and insurance will be sent on time.
In all the years I have had mortgages not ONCE have I had to explain to my insurance company why the payment is late
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| 01/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Im a XXXX veteran living in XXXX XXXX, and because of that I am exempt from paying property taxes on my primary home. I closed on my property in XX/XX/2021 and it contained the documents which stated that Im exempt from paying property taxes.
Three months ago I received Escrow analysis from ServiceMac stating that I was short because they paid some taxes to XXXX XXXX. This increased my mortgage by more than {$1000.00}. Ive called and explained to them multiple ( 10 ) times and they agreed that the payment was error on their part and XXXX XXXX.
However, ServiceMac is insisting that I pay the full Mortgage with the taxes and they will send me a refund when XXXX XXXX refund their money.
I believe the two organizations ( XXXX and XXXX XXXX ) made an error and the little man should not be paying for their errors/negligence. I dont have the money to pay this high mortgage, and Im pleading to anyone who will listen to help a XXXX veteran.
I have included previous and current mortgage amounts.
Thank you and XXXX Bless you for listening.
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| 11/30/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I tried to contact my mortgage company ( ServiceMac Mortgage ) and their 'customer service ' number does not give you any option to speak with any type of customer service rep. It only takes you around in circles and offers no additional numbers or contact information to ANYONE!
My online account shows a difference in what my payment amount is so I don't know if their amount is incorrect or if something changed making mine incorrect.
I have a super credit score and don't want this discrepancy to cause a bigger issue in the future.
Below is what they have on their website : Contact Us Information : _______________________________________________________________________ Contact Us Our goal is to provide 24/7 access to your loan information.
To access your loan information : Call our XXXX XXXX XXXX XXXX form any touch-tone phone XXXX.
If you have questions or concerns : Call to speak with a Customer Service associate.
Customer Service : XXXX Email Address : XXXX Address : XXXX XXXX XXXX XXXX, Georgia XXXX
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| 05/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made some bi-weekly payments prior through my bank but the mortgage company did not apply the payments as was received. The hold the first half of the payment is a " suspended account '' until the full amount was received, then applied the full amount at the end of the billing cycle.
I attempted to make the bi-weekly payments through to the mortgage company 's website they denied my request and said I would have to make an additional fully monthly payment then make one of the bi-weekly payments.
I eventually complied with their request and made the additional monthly payment and first half of the following month payment but the mortgage company still does not apply the payments as it was received. They keep it in a " suspended : account and wait for the full amount then make one payment for the month. This defeats the entire purpose of making the biweekly payment. I would like the company to apply the payments to the principle as it is received. The mortgage company name is ServiceMac
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| 06/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have XXXX loans serviced by ServiceMac, all of which are XXXX XXXX loans, rental properties and have the same hardship reasonings provided in the mortgage forebearance applications ( unemployment, flood disaster in one of the property and pXXXX out to tenants on the settlement agreements ). Two loans ( XXXX and XXXX ) are denied for mortgage forbearance, while one loan ( XXXX ) is approved for 3-month pause payment in mortgage forebearance. I have asked ServiceMac to review all three loans altogether, where the message were sent to the manager of the underwriting. However, I was informed by the manager of loss mitigation that ServiceMac does not review all 3 applications together, the loan approved for mortgage forbearance was due to XXXX XXXX XXXX allowing 1 owner occupied loan to be approved for mortgage forbearance. This statement is incorrect as I already have one owner-occupied loan approved for mortgage forbearance by XXXX.
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| 08/14/2023 |
Yes |
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- Trouble during payment process
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Web |
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i applied for financial assistance with rhe homeowner association fund back in XX/XX/XXXX my application was finally completed XX/XX/XXXX during this process ny mortgage company service mac denied receiving important documents to process my application which may it impossible to complete in a timely matter on XX/XX/XXXX XXXX the home owner association fund made a payment for XXXX on my behalf to cover XX/XX/XXXX payment there stating they haven't received it despite having a copy of the confirmation number i have also received collection calls regarding this payment and also im at risk of being reported over 30 days late to the credit bureau in addition i was reported late back in XX/XX/XXXX which in fact in place my mortgage in forbearance to avoid this situation i have been reaching out to my mortgage company for almost 3 weeks at least 2 times a week trying to resolve this issue i really need help getting this matter resolved.
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| 12/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX I received a bill from Servicemac for my monthly mortgage payment. My usual payment was about {$1000.00} monthly. However, I receive a new bill in the amount of {$39000.00}.
I called in XXXX and spoke with a representative who stated that it was a clerical error and it should be fixed by the next month.
In XXXX I receive the bill for {$39000.00}. I spoke with a tax department supervisor XXXX on XX/XX/24 who was going to have this issue escalated and it was supposed to be fixed in XXXX business days.
I followed up on XX/XX/XXXX s/w XXXX who explained that the money put into the escrow account had been refunded and the issue would be solved the next businesss day.
I receive another bill in XXXX for {$39000.00}. On XX/XX/XXXX my husband called again and spoke with XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ).
We have not been given any clear explanation what caused the delay in solving this huge discrepancy on our account.
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| 10/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I have tried several times to fix this issue with SERVICE MAC they are reporting a higher incorrect balance than what is owed to the credit bureaus negatively impacting my credit. Also XXXX XXXX when I accepted the covid19 forbearance sent me a letter stating that this would not impact my credit. Although I have never paid my mortgage late at this time my XXXX for mortgage is XXXX as if I have a delinquent mortgage account. I was deceived by the information they provided stating that they would not impact my credit this is a deceptive lending practice .I have disputed the account several times with XXXX they also report false information and do not investigate and correct the matter. I have contacted the OCC and have been advised legal counsel on this ongoing charade and will act if not resolved immediately.I have included a XXXX XXXX statement with the correct balance owed that should be reporting.
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| 02/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I called the automated system in XXXX to make my payment and given a confirmation number. I later discovered on my XXXX statement the payment was not accepted. I called my bank and informed the funds were available but the transaction request was never submitted. I conferenced my bank and Servicemac CSR to resolve the issue and informed the request was submitted twice but Servicemac couldn't provide an account number or proof of submission. I had Servicemac take the payment manually for the second time. This company appears to intentionally process payments incorrectly to charge late fees. XXXX XXXX XXXX XXXX have numerous complaints but the issue is never rectified. I enter the same account each month but it's a hit or miss if the payment is processed properly. This needs to stop. If the automated system is faulty then the payments should be taken manually without a fee.
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| 03/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a claim with the mortgage company from the hurricanes. The insurance finally paid me in XXXX. I had to send the check to the mortgage company because they were also listed as payee on the check. On XX/XX/XXXX the mortgage company received the check.
I have been calling weekly since then to get the money sent to me and they have still not released my money to me so we can rebuild our house. Every time I call its a different excuse as to why and I have to speak with a different person every time.
I have asked to speak with a supervisor the last 4 times I called and they tell me they do not have a supervisor available but one will call me back. I have never received a call back from a supervisor.
It is now XX/XX/XXXX and they are holding on to money owed to me to repair my home that is currently not livable.
Please help!!
Mortgage company is ServiceMac
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| 01/08/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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My mortgage loan was serviced by service Mac and they sold the loan. I received a letter from XXXX XXXX on XX/XX/XXXX stating that they are my new mortgage servicer as of XXXX XXXX, and that I no longer make my payments to them as of XXXX XXXX. I paid my XXXX payment to XXXX XXXX as the letter stated. Service Mac is reporting my account as delinquent when they are no longer my servicer. I believe the company is doing fraud they are harassing me stating I owe them for XX/XX/XXXX and now the month of XX/XX/XXXX when my loan is no longer with that company. They will not respond to me and only states that my loan hasnt been transferred when it has and I have been paying the new company. I am very frustrated because they are harassing me for payment and reporting late payments on my credit when my loan was transferred.
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| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX/XXXX/2022, the annual escrow account disclosure statement was mailed to me, showing an overage of {$3500.00} and stating that the escrow refund check would be mailed to me in a separate envelope.
After XXXX weeks, I called the company as I had not received it. They said it would take another XXXX weeks.
On XX/XX/XXXX, I called again and they said they would put a stop payment on the check and would instead deposit the money directly into my checking account and it would take XXXX business days.
I called this morning on XX/XX/XXXX, and they said that they are unable to do that and instead they reissued a check yesterday. I asked to speak to a manager and was put on indefinite hold. I advised them that federal law requires that I have the refund within 30 days and they have not done anything to assist me.
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| 07/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We opened the mortgage in XX/XX/2022 with a 10 % down payment, so the loan included XXXX. I requested to have the XXXX removed because we added XXXX square feet to the home which significantly increased its value. I have recent appraisal from a home equity loan we opened showing the current value of {$580000.00} ( original loan amount was $ XXXX ), which we sent to the servicer. The value after XXXX makes the XXXX approximately 75 %- which should satisfy removing the XXXX. I can not get them to resolve this by phone. Each time I call the service center, Im either put on hold forever or they take some information and send me form letters denying the request stating the XXXX is 88 % even though Ive provided proof of current value- they just arent reading any of the documents Im sending them. Please help
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| 08/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I have a mortgage with ServiceMac LLC, transferred from XXXX Home Mortgage several months ago. I sent in my XX/XX/2020 payment in the amount, or more than the amount, that I believed was billed. ServiceMac contends that I did not make full payment. I can not prove what my XXXX statement read, because I shred statements after payment has been scheduled through my bank. ServiceMac did receive the payment, that I scheduled, on XX/XX/2020. ServiceMac did not however apply the payment against any portion of my mortgage. ServiceMac contends that since it was not full payment, or more, that they can hold partial payment as unapplied until full payment is received. I would think that ServiceMac should still be required to apply whatever payment received against the mortgage loan.
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| 11/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
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Web |
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I was charged for the attorney and recording fee on XX/XX/2023 as shown on the statement dated on XX/XX/2023 ( see statement ). I have filed a complaint previously to CFPB regarding the foreclosure proceeding by Service Mac prior to the deadline of the document submission on XX/XX/2023 ( see attached letter dated on XX/XX/2023 ) and the foreclosure was suspended on XX/XX/2023 due to the completion of the loss mitigation package ( see letter dated on XX/XX/2023 ). The mortgage forbearance was approved on XX/XX/2023 ( see letter of mortgage forbearance approval ). Therefore, the attorney and recording fee should not charged to me due to foreclosure proceeding activation prior to the deadline of the document submission and foreclosure protection after foreclosure suspension.
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| 10/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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After suffering an insured loss, our mortgage company has retained our insurance check and is not supplying any communications or updates regarding the past XXXX inspections to release those funds. They are in possession of funds that far exceed our mortgage balance in addition to multiple inspections showing contractor progress that exceeds milestones required for funds dispersal.
The banking institution 's third-party administrator ( loss draft department/servicing department ) is interfering in our insurance indemnity claim of loss. They are unreasonably delaying and withholding funds necessary to pay your contractor and therefore delaying repairs and causing additional harm.
A prompt resolution to this matter is requested and has been demanded of all parties.
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| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Every year I receive a threatening letter from ServiceMac stating that their records show my home insurance has expired, even though I ALWAYS pay my home insurance as soon as I receive the bill ( sometimes sooner! ) and pay in full. This year I sent payment in full on XX/XX/XXXX. Policy does not expire until XX/XX/XXXX! Service Mac does not provide an email address and demands I mail proof in a pdf format. I don't have a printer! They threaten to purchase the insurance and I will have to pay them whatever the cost is. If they believe my home insurance has expired they could easily check with the agent ( XXXX XXXX XXXX ( XXXX ) or XXXX XXXXXXXX XXXX XXXX XXXXXXXX, part of the XXXX XXXX XXXX ). I've had the same agency and insurer since ServiceMac bought my loan.
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| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage servicer : ( ServiceMac ) PMI removal request ( {$130.00} ) was sent by email to my mortgage servicer ( myservicemac.com ) on XX/XX/2022, I asked about the processing time and was informed it'll take up to15 days... but it's almost 2 months now..
everytime I've called the company to ask about the delay, the answer was ( someone will call you tomorrow ) but they never did, emailed several times to complain and they don't reply to emails ( only automated replys ).
And after so many calls and complains the BPO was done on XX/XX/2022 and the appraiser told me that the company should contact me regarding the appraisal in 3-5 days but 12 days passed now and everytime I call the answer is ( We'll call you tomorrow ) which is not happening.
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| 12/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
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My loan was sold or taken over by " Service Mac powered by XXXX XXXX '' in XXXXXXXX XXXX XXXX. Since last week I have been unable to pay my mortgage as their systems are down, apparently due to a cyberattack. They are unable to take my mortgage payment, only by phone, which would have to include a processing fee. This appears to be an effort for this company to gain extra money in fees by not having a functioning website. I attempted to call or reach them on XX/XX/, and received no help other than to wait for the website to come back online or to pay over the phone. It appears they just want to collect processing fees or hope that loans become delinquent so they can charge late fees or additional interest.
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| 09/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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The account was reaffirmed on XX/XX/2022. The bankruptcy was discharged on XX/XX/2022 and DID NOT include the mortgage as we had already reaffirmed it. I have spoken with ServiceMac numerous times and they refuse to correctly update the information on our credit reports showing the accurate information. I have filed numerous disputes with all three credit bureaus and uploaded a copy of the reaffirmation paperwork that is signed by ServiceMac 's attorney, XXXX XXXX. They continue to keep the status the same even though they're reporting inaccurate and false information. They currently have the account listed as " petition for bankruptcy '' which is not accurate at all and is effecting our credit negatively.
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| 08/02/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I was in forbearance and tried to make payments during forbearance and was told 3 different times by Collections department that I can continue to make regular monthly payments after forbearance. Now, the loan servicing company is telling me that I have to pay the {$6100.00} arrears amount in full.
They will list a foreclosure sale data for XXXX but I will list the house for sale on XX/XX/2022.
I know this will not delay anything but I wish your agency should something about these business practices. The Collections department recorded my conversations with them and typed in notes but every time I speak with someone from Collections department they ask the same questions as two days prior.
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| 08/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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Incorrect info from ServiceMac stating we were late in XX/XX/2022 and it showed on our reported pulled by lender for new mortgage when payment was made XX/XX/2022 posted and cleared XX/XX/2022 for mortgage amount of {$1100.00} and shows at ServiceMac that it was posted but they chose to commit fraud on all three credit bureaus for both my wife and myself. This payment is done online from husbands account. So now we can't get a loan even though payment was made and has been for one year. Phone calls and complaint files with ServiceMac has done no good. Please help us remove the incorrect info that ServiceMac has chosen to ruin our credit for us two senior citizens in XXXX XXXX, Florida.
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| 08/20/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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" False Credit Reporting '' on the above account number for XX/XX/2021. OVERCHARGE on account of {$2300.00}.
SEE Attachment for correction ASAP.
( 1 ) XXXX XXXX was paid in XX/XX/2021 ( See Attached ) ( 2 ) Mortgage sent to address on bill from new takeover company ServiceMac on XX/XX/2021. ServiceMac provided WRONG ADDRESS for payment. Resubmitted payment. ( 3 ) Letter from XXXX stating payment was made but to wrong address per SERVICEMAC. XXXX made within the 30 day period. ( 4 ) OVERCHARGE went from {$2300.00} to {$3500.00}.
Filing another complaint against you with CFPB and now an attorney for recover of several {$1000.00} 's in overpayment.
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| 05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed with XXXX XXXX on a mortgage refinance on XX/XX/21. My initial escrow payment at closure was {$3200.00}. I received a letter on XX/XX/21 that stated my mortgage loan would be transferred from XXXX XXXX, XXXX to XXXX XXXX, XXXX subserviced by ServiceMac LLC. When I looked at my bill online and in the mail, my escrow account only showed {$1100.00}. I have emailed and called dozens of times to XXXX XXXX, XXXX XXXX subserviced by ServiceMac, my Loan Officer, his supervisors, and XXXX XXXX. I have obtained and sent multiple pieces of information documenting the escrow shortage of {$2000.00}. The issue is still not resolved as of XX/XX/21.
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| 09/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to XXXX on XX/XX/2022.
On XX/XX/2022 I received a welcome letter from XXXX advising me to start my mortgage payment to them.
Since XXXX didn't provide an online access to my account to make a payment I use my account at XXXX XXXX XXXX XXXX to pay it.
XXXX returned my payment on XX/XX/XXXX, stating that account was incorrect, which I believe wasn't true, as I use my account info from the welcome letter.
Attached proof of payment from XX/XX/2022.
XXXX held my funds for 8 days without applying these funds to my account, causing financial loss.
XXXX refused to amicably resolve this payment issue.
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| 09/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This company has randomly placed an escrow account for my homeowners insurance as well as property taxes. This step was never requested by me nor anyone acting on my behalf.
In my attempts to rectify this situation over the last 6 months I have called no less than 8 times, spoken with dozens of staff members, sent the required paperwork over and over, and no one seems capable or willing to making this seemingly simple correction.
As a result of this companys ineptitude, my mortgage payments are not being applied and I am being harassed by your collections people. This is inexcusable.
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| 07/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage was transferred to ServiceMac as of XX/XX/XXXX, while trying to set up my account online to make a mortgage payment which is due on XX/XX/XXXX I found out that I wouldn't have my online access until XX/XX/XXXX.
I believe it's unacceptable as my account transferred as of XX/XX/XXXX.
So I made a payment from my bank on XXXX make sure I have my mortgage payment made on time, as of today, the payment amount still not applied to my mortgage despite several phone calls to the service provider.
The payment is missing and a schedule payment option is still unavailable to me.
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| 04/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
Servicemember |
|
Dear CFPB officer, I have contacted both your department & the company ( XXXX ) this month and I was being confirmed by the company, there had been NO credit reporting late for 30 days. Due to that, my credit went down to 128 points while I am in the process of refinancing another home.
Today, I have reported that XX/XX/2023 payment has been recorded late which is clearly NOT the correct case. I have sent screenshot of my credit monitoring page to show that later reported on my credit.
I therefore am asking you to remove this credit reporting from my credit. Thanks!
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| 08/07/2020 |
Yes |
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- Trouble during payment process
|
|
Web |
|
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My mortgage company is delaying the repairs on my house after the hurricane Michael by keep making errors on found release.
They ignored the invoices submitted by the owner. Sent a check of $ XXXX to the borrower and the window contractor by accident. The error was a knowledges in XX/XX/XXXX, yet not fixed.
The loss department deposit the founds in a different escrow account which delays the found release for repairs.
No supervision called me back to solve this matter. I spend 30- 50 minutes on the phone to get a run around why I can not have my money released.
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| 08/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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Another issue with ServicemMac.
On XX/XX/2022 I sent a request to ServiveMac to remove part my escrow account ( property tax and hazard insurance ) as I was advised that escrow for flood insurance can't be removed since this loan servicer is quite messy and I don't trust them.
On XX/XX/2022 received a denial from ServiceMac stating that they can't remove the flood insurance, but I only asked for Property tax and hazard insurance ( copy of the request attached ), this makes me wonder if ServiceMac actually read my request form.
So this denial has no ground.
|
| 03/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
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I am attempting to have the PMI removed from my home loan. ServiceMac Mortgage Servicing Company is requiring me to sign an application by which I am required to agree to pay any amount they chose to charge me, for an appraisal of the property by any company they choose after the appraisal is completed. I refused authorize the company a no limit charge of any amount it saw fit and added an addendum to the application. I application was subsequently denied. I believe this is an unethical and unlawful requirement. I have no choice as to who services my loan.
|
| 09/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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The sale of my home closed XX/XX/2022 : with {$1900.00} in the escrow account. I have not received a disbursement for those funds despite having notified ServiceMac on three occasions that their checks were not received. Each time, Im asked to wait 30 days before they will attempt to reissue payment. On my last call, I provided bank information and was advised that an ACH would be processed to my account on XXXX, XXXX. Instead, another check was allegedly issued and ServiceMac is refusing to stop pay and complete the ACH as promised.
|
| 08/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
|
My mortgage on my house with ServiceMac has continuously increased over the last two years and is getting out of control. It started at {$1900.00} a month and is now at {$2500.00} a month. The house is worth enough now that PMI should be dropped, but they've refused to drop the PMI. My mortgage has only gone down by {$10000.00} in the last two years, which doesn't make sense with all of the payments I've made. My interest rate is only 3.13 %. It is a fixed rate. I did not do a temporary rate buy down, or anything like that.
|
| 01/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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I was approved for a COVID forbearance in XXXX or XXXX of XXXX. I received 2 or 3 extensions and then requested a modification in XX/XX/XXXX. The representative assigned to my account is unable to explain why my request is still under review. It has been more than 2 months since my request and I'm still waiting for a final decision. I've requested to speak with a supervisor on several occasions and the only representatives I have been given access to are regular collections agents and my assigned representative.
|
| 11/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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My complaint again about ServiceMac LLC.
I received a letter from them that my mortgage transferred again back XXXX XXXX XXXX XXXX which is essentially part of ServiceMac.
My account was just transferred in XXXX and not it back again.
I don't have access to my new account to make a payment or paid it off which casing a financial loss estimating at {$500.00}.
I believe ServiceMac discriminate against me because of the numerous complaint I filed against them which is a violation of the Federal Law.
|
| 04/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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Received email and phone call from ServiceMac mortgage company. XXXX ( id XXXX ) phone XXXX requested mortgage payment info from past due account. He wanted me to mail my late payment to XXXX XXXX XXXX XXXX, GA XXXX.
I reported the Spam to my email provider. I am very concerned that the person new my address and requested my Social Security number. I discontinued the call and called my current mortgage company to verify my payment was not late.
|
| 03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Dear Investigation officer, I have been paying mortgage from the same bank account for last 1 year and the money was available, but the payment was bounced & marked for 30 days late. I have reached out to the company & they have given me a runaround for the last 3 weeks without any satisfactory answer. I have submitted to show the bank statement that the money was available but as of now there is no result.
|
| 09/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
|
|
Web |
|
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I recently submitted a complaint about ServiceMac LLC to the CFPB. They reported to the CFPB that they have responded to the complaint, but they lied to you. I have received zero correspondence from ServiceMac , LLC since submitting the complaint.
The original complaint is XXXX. Again, I have received no correspondence from ServiceMac , LLC yet they have reported to you that it has been resolved.
|
| 07/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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There is two current issues with this XXXX XXXX mortagage company. First there are reporting I owe them XXXX to the credit bureaus I do not owe them this amount I owe less. This has affected my credit. Second issue is they are trying to force escrows on my mortgage account and trying to charge me for taxes that I already paid myself I sent them the receipt.This is predatory lending practice.
|
| 10/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
I am charged {$20.00} for the corporate advance fee as shown on my statement for the loan # XXXX ( see attached ). The ServiceMac agent informed me that it was the fee charged when ServiceMac sent someone to check the property. I believe that I should be informed regarding the fee prior to being charged. I have three loans with ServiceMac and only this loan was charged for this fee.
|
| 04/30/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
This is in response to a closed complaint which has NOT BEEN RESOLVED! The complaint ID is XXXX. The company has shorted me almost {$4000.00} on my mortgage payment but they don't think so although i have proof that their calculations are wrong. No one will call me back and will not look at the numbers to fix the problem. This company is stealing my money and won't get it fixed,.
|
| 06/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I just checked my XXXX credit report & it is showing the Mortgage account owned by Servicmac are 60 Days Payment late. This is not correct, and I am attaching my bank statement to show that the account was never " 60 days Late ''. This incorrect credit reporting is now hurting my score and went down XXXX points.
|
| 04/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
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I got affected by XXXX and seek forbearance, however, they're asking for lot of documents, I thought they aren't supposed to ask for any documents. They're not helping me at all to deal with the tough situation.
|
| 10/20/2023 |
Yes |
|
- Closing on a mortgage
- Changes in loan terms during or after closing
|
|
Web |
Servicemember |
|
I requested the information from the company because full discloser was never given and I have requested the documentations and was told I would be foreclosed on because I was asking questions
|
| 08/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
My mortgage lender, Service Mac is reporting my account delinquent during Covid-19 pandemic forbearance.
|
| 12/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
|
| 12/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Fees charged
|
|
Web |
|
|
|
| 12/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- An existing modification, forbearance plan, short sale, or other loss mitigation relief
|
|
Web |
|
|
|
| 12/05/2023 |
Yes |
- Mortgage
- Manufactured home loan
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
|
| 11/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
|
| 11/28/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
|
|
Web |
|
|
|
| 11/22/2023 |
Yes |
|
- Struggling to pay mortgage
- Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
|
|
Web |
|
|
|
| 11/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Phone |
Older American |
|
|
| 11/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Negative impact of inaccurate appraisal
|
|
Web |
|
|
|
| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Phone |
|
|
|
| 10/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Loan sold or transferred to another company
|
|
Web |
|
|
|
| 09/28/2023 |
Yes |
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
|
| 09/21/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 08/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 06/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 06/22/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 05/11/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Phone |
Servicemember |
|
|
| 05/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 03/03/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
|
| 02/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/26/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/03/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
|
| 10/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 10/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 10/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
|
| 10/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
|
| 09/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/30/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 08/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Referral |
|
|
|
| 06/30/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
|
| 06/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 06/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
|
| 06/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 05/05/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
|
| 04/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 04/18/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 03/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Referral |
|
|
|
| 03/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 02/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 01/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 01/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/27/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Servicemember |
|
|
| 11/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 09/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 06/29/2021 |
Yes |
|
- Trouble during payment process
|
|
Referral |
|
|
|
| 06/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 05/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 03/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 03/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 01/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Postal mail |
|
|
|
| 11/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
|
| 10/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/05/2020 |
Yes |
- Debt collection
- Mortgage debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Phone |
|
|
|
| 08/11/2020 |
Yes |
|
- Trouble during payment process
|
|
Postal mail |
|
|
|
| 08/11/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 07/08/2020 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Servicemember |
|
|