CFPB COMPLAINT DATABASE
70 real consumer complaints filed against Servicemac, LLC at the Consumer Financial Protection Bureau in the last 12 months. 7 received relief from the company. Median federal response time: 15 days.
These complainants filed at the CFPB and the company refunded or credited money in response. The CFPB doesn't force outcomes, but it does force a response in 15 days.
As of XX/XX/XXXX my account still shows I am 3 months behind on mortgage payments which is incorrect. I've sent a Notice of Error letter via certified mail which they received XX/XX/year>. They only have until XX/XX/XXXX to correct my account or my attorney will take legal action. They do not have 60 days to resolve this issue. I don't think they understand this.
My mortgage was sold from XXXX XXXX XXXX to ServiceMac on XX/XX/year>. Both my homeowners insurance and flood insurance were due on XX/XX/year>. Prior to the transfer, my escrow account with XXXX XXXX showed deductions for both insurance payments. According to the records, disbursements were made for homeowners insurance on XX/XX/year>, and for flood insurance on XX/XX/year>. Despite these payments, I received a notice that my insurance had not been paid. On XX/XX/XXXX, XXXX 30 days after the flood insurance was dueI was informed by the insurance agent who issued the policy that my flood insurance policy had been canceled. I was told I would need to purchase a new policy at nearly double the cost of the original policy. Throughout this time, I remained in contact with the insurance agent, and both the agent and I were in communication with ServiceMac.…
I am a XXXX and the owner of the home that is currently under contract for a XXXX XXXXXXXX. XXXX XXXX, subserviced by XXXX, has been no help whatsoever. I can not get answers no matter who we talk to. Everyone gives you the run around, and they constantly ask for more paperwork that had already been sent prior. This company has had our paperwork since XX/XX/year>, and we still have no answer as of XX/XX/year>. We have received the run around since XX/XX/year> since the company received the paperwork to start the process of the assumption. Everyone that we have talked to gives us " the lender has it for final approval, and we have escalated it again ''. That obviously gets us nowhere. We are just sitting ducks and just wasting money daily on a home that should have been closed on already. We are almost at 90 days, and this company is so terrible to work with.…
The 30 most recent complaints against Servicemac, LLC where the consumer chose to publish their narrative.
XXXX XXXX we purchased a new house, and escrow account is handled by XXXX XXXX XXXX XXXX XXXX XXXX We received escrow account statement stating that our property tax estimate XXXX and we need to increase our monthly payment by 183%, almost double. \n\nwhile XXXX property tax is XXXX I sent an email "Notice of Error" explain the situation to XXXX (the only email address they provided). Explained our property tax of XXXX is only XXXX why they charge XXXX \n\nI then had a followed up a call immediately.XXXX Called their tax department XXXX the XXXX representative wasn\'t able to see email I sent, she said she didn\'t have authority, then they transition me to supervisor, the supervisor finally recognize it\'s a mistake that we are over charged almost 400% higher than it should beXXXX XXXX I asked why they made such mistake, they can\'t explain but agree to file a case to investigate.XXXX I asked to have correct statement to send to me immediately in order to make payment on…
Service Mac LLC, I paid off a loan and I was requesting a refund of my escrow account. According to the company they allow upto 20 days from close of escrow to get that money to you. My escrow closed the XX/XX/XXXX, and I gave them 20 days and no ck in the mail box. I called today, XX/XX/XXXX, looking to see when the ck when out maybe it was lost in the mail. Customer service said the ck was mailed out XX/XX/XXXX, and I should give it a few more days to get to me. She also put me on hold to ask escrow if they can wire it to me, escrow said no. Then customer sevice said give it another 4 days. This tells me they have not mailed it yet. I live in California and I have mailed across country many times and at most it takes 4 days. My point is it should not take 30days to get a refund. I believe this company has no intigrity.
I am filing a complaint regarding a serious escrow mismanagement issue by my mortgage servicer Service Mac. My mortgage company paid property taxes from my escrow account using an incorrect parcel number, resulting in payment being applied to another property. As a result, my actual property taxes in XXXX XXXX, Texas remain unpaid and are now delinquent, with penalties and interest continuing to accrue. This issue has been under investigation for over three months, with no resolution. During this time : My tax account has become delinquent Additional fees and penalties are accumulating I have not received a clear resolution timeline or written confirmation of corrective action This situation is a direct result of my mortgage servicers error and failure to properly manage my escrow account. I am requesting the following immediate actions : 1. Payment of my correct property taxes to XXXX XXXX using the correct parcel number 2.…
I am filing a complaint regarding a servicing transfer error and failure to properly credit my mortgage payment. My mortgage loan was previously serviced by XXXX XX/XX/XXXX I made a full and timely mortgage payment on XX/XX/year>, prior to the servicing transfer effective XX/XX/year>. This payment was accepted and posted by the prior servicer. After the transfer, my loan is now being handled by ServiceMac ( I also received a conflicting transfer notice referencing XXXX XXXX ). I have been able to locate my loan in ServiceMacs system ; however, my account is incorrectly showing as past due for the XX/XX/year> payment. The XX/XX/year> payment was intended to satisfy the XX/XX/year> due date. This payment has not been properly transferred or applied to my account. On XX/XX/year>, I provided ServiceMac with proof of payment. Despite this, the issue has not been resolved.…
SUBJECT : URGENT ESCALATION VA-Approved Short Sale | Servicer-Caused Delay | Request for Expedited Review under contract since XX/XX/XXXX. Still in Review Good afternoon, I am writing to formally escalate the above-referenced short sale file due to significant delays directly attributable to servicing issues. The U.S. Department of Veterans Affairs issued approval for this short sale on XX/XX/XXXX. However, as of XX/XX/XXXX, ServiceMac had not acknowledged receipt of that approval and issued a delay notice citing lack of response from the VA. At our request, the VA re-sent the approval, after which ServiceMac confirmed receipt. At that point, we were advised that all previously submitted documents had expired and were required to be updated and resubmitted. All requested updated documentation was promptly provided on XX/XX/XXXX. However, we have now been informed that the file will be subject to an additional full review period. This situation is unacceptable.…
My servicer is not following the rules for loss mitigation / dual tracking ServiceMac recorded a Notice of Trustees Sale on XX/XX/XXXX while my loss-mitigation application was already officially marked complete in their Loan Solution Center portal on XX/XX/XXXX at XXXX XXXX ET. The Notice of Default was recorded on XX/XX/XXXX, so the XXXXday period did not expire until XX/XX/XXXX. The XXXX was therefore recorded prematurely ( on Day XXXX of the XXXX period ) and while a complete application was pending. This is a material dual-tracking violation under California Homeowner Bill of Rights XXXX and XXXX and federal RESPA XXXX XXXX XXXX. Even though XXXX XXXX XXXX ( a ) ( XXXX ) contains a narrow XXXX safe-harbor provision for recording a NOTS slightly early, that safe harbor does not override the separate and stricter prohibition on recording a NOTS once a complete loss-mitigation application has been received.…
I am submitting a complaint regarding inaccurate mortgage servicing, payment misapplication, and inconsistent account reporting following a servicing transfer. My mortgage loan transferred from XXXXXXXX XXXX to ServiceMac , LLC effective XX/XX/year>. Prior to and during the transfer, I made my XXXX and XX/XX/year> mortgage payments to the prior servicer, XXXX XXXX. I have proof of these payments. However, after the transfer, ServiceMac failed to properly reflect these payments and appears to have misapplied subsequent payments. Specifically : - My XX/XX/year> payment was treated as unpaid despite being made to the prior servicer. - A later payment was applied to XX/XX/year>, indicating a failure to properly transfer or reconcile payment history. - My account was then placed in a delinquent status. I have also received conflicting information from ServiceMac : - In one communication, I was told my loan was only due for XX/XX/year> and that there was no imminent default.…
I closed on my mobile home on XX/XX/XXXX. The house was clear for a post-close de-title. I received a credit for prorated property taxes from the seller during closing. This was supposed to be put towards paying off my property taxes. It states in my closing documents that my property taxes and insurance are to be escrowed and 13 months of property taxes and insurance were collected at closing. I also signed in the closing documents that the purchased home address is my new mailing address. I also submitted a primary residence 4 % special assessment form which they accepted. The first year went by and on XX/XX/XXXX I received a neon letter on my house from the county saying the house will be sold at tax sale due to delinquent taxes with a deadline to pay the taxes. Mind you I have never missed a mortgage payment.…
I was on XXXX XXXX XXXX XXXX orders from XXXX XX/XX/XXXX thru XXXX XX/XX/XXXX. On XXXX XXXX, my next set of orders were cancelled due to the government shutdown resulting in me being furloughed from XXXX XX/XX/XXXX thru XXXX XX/XX/XXXX. I immediately notified my mortgage lender, ServiceMac LLC of this issue on XXXX XXXX as I was unable to make my mortgage payment for XX/XX/XXXX where I was then advised my application would be under review to see what I was eligible for in terms of payment relief via over the phone ; and that it could take approximately 30 days for the review to be completed. On XXXX XX/XX/XXXX I was notified by e-mail that effectively on XXXX XXXX XXXX my mortgage was placed on a Forbearance and the details of this plan and the duration would be mailed to me however, I never received the official documents for this forbearance, which then prompted me to call ServiceMac again however, at this time I informed them that I wanted to remove my loan from Forbearance as I…
ServiceMac moved to a new website in XXXX and it is plagued with flaws. I tried to pay my payment in XXXX and the website indicated that my financial info was incorrect but wouldn't let me change it. I called them to try to resolve the issue, tried the system and it worked. I tried to pay today and got this message after clicking the pay now button : 1 validation error for ListResponse [ Borrower ] cursor_value Input should be a valid string [ XXXX XXXX XXXX ] For further information visit XXXX XXXX XXXX I sent them this email : I clicked on the pay now button and got this. I am unable to pay using the new website. Please fix the website, it absolutely sucks. I do not want to have to pay by calling in every month. They have to fix thier website, They are inconveniencing their customers.
My mortgage account is incorrectly coded as a defaulted Trial Payment Plan ( TPP ) from XX/XX/year>. I never signed or accepted this TPP and verbally declined it. Timeline of events : XX/XX/year> : My wife and I signed a Payment Supplement ( PS ) that brought the loan current. XXXX XXXX : Payments under the PS were missed due to financial hardship. XX/XX/year> : Submitted a new loss mitigation application. XX/XX/year> : Servicer generated a TPP offer, which I did not accept. No trial payments were made. Despite this, the account is coded as defaulted TPP, preventing me from submitting a new loss mitigation application. I am actively listing my home but want to keep all options open if the house does not sell. I have attempted to resolve this through the servicer, including a Notice of Error, but the account has not been corrected, and I was unable to reach a supervisor.
Servicemac LLC owes me an escrow refund of {$3800.00}. This was supposed to be issued to my 20 days within closing ( closing was XXXX XX/XX/XXXX, so I was supposed to receive the refund by XXXX XXXX ). However I have still not received the refund. After calling them up repeatedly, the last time they told me that the previous servicer will refund my money which is incorrect since everything was transferred over to Servicemac in XXXX.
I have my mortgage Acct # XXXX with ServiceMac and they have not paid my property tax which was due XX/XX/XXXX, in the amount of {$4100.00}. with the late fee it is now {$4500.00}. there esrow statement shows a disbursement on XXXX XXXX the amount of {$4500.00}. According to XXXX tax collector as of XX/XX/year> no payment has been recieved. Escrow balance is {$8400.00}. I should not pay for late fees becuase the ServiceMac cant pay my property tax bill. I called ServiceMac property tax line at XXXX, I spoke with supervisor who said it may take upto a month to investigate the issue and there was a code not to pay. In my opinion this is an company issue not my issue and I just want my property tax paid without paying late fees. ServiceMac also has a project distrubution for my XXXX property tax and according to the statement they have added another late fee for me to pay, I guess they are planning to be late again. Please Help. Thank you in advance. XXXX XXXX XXXX XXXX XXXX
I am not sure who the complaint should be on. It may be a complaint on both the lender and service provider. I am in the process of closing on my home. My title company reached out to XXXXService Mac two weeks ago for a pay off statement. I was able to receive my second mortgage pay off with HUD Partial Claim the same day. XXXX never responded to my Title Company. On Monday, XX/XX/year>, my Escrow Officer with the Title Company asked me to join her on a three way call with the Mortgage Company to see if we could get the payoff statement. The representative from XXXXService Mac told me that I will have the payoff statement the next day. Well, the next day, XX/XX/year>, no statement and told that we have till wait until the next day. In addition, we were ridiculed and shamed for being delinquent for 40 days. I ended up asking to speak with a supervisor and was subsequently told that I may receive it tomorrow and that they were waiting on the second mortgage payoff.…
In XXXX we submitted our application of hardship to loss medigation to servicemac. It took them almost XXXX weeks to notify me that they received my documents then a week to ask for additional information. I was supposed to be on a credit freeze will application statues was in process. We accepted a deferment in XXXX and yet we're still being reported late. Which dropped my score due to their mistakes.
After a servicing transfer, my homeowners insurance renewal premium was partially paid by the servicer from escrow. The insurer later added back a {$220.00} endorsement balance and sent at least two invoices for the remaining premium. These invoices were not paid by the servicer, even though escrow funds were being collected monthly for insurance. The insurer subsequently issued a cancellation notice prior the actual cancellation. The servicer did not follow up to resolve the cancellation or pay the remaining balance. Instead, they allowed the policy to cancel and then imposed {$7000.00} in force-placed insurance, which created a large escrow shortage. This lapse occurred due to the servicers failure to properly administer escrow payments and monitor insurance billing, not due to any action by me.
My husband and I refinanced our home mortgage in XX/XX/year>. In the process, my husband directly paid the school tax in the amount of {$4900.00} to the XXXX XXXX Tax Collector on XX/XX/year>. On XX/XX/year>, our then mortgage servicing company, Service Mac, LLC also paid {$4900.00} to the XXXX XXXX Tax Collector. On about XX/XX/year>, I contacted Service Mac and inquired about the duplicate payment and the refund. Service Mac informed me that they made payment to the XXXX XXXX Tax Collector on XX/XX/year> in the amount of {$4900.00}, and that was all that they knew. On about XX/XX/year>, I contacted the XXXX XXXX Tax Collector regarding the duplicate payment made. The XXXX XXXX Tax Collector informed me that the payment made by the mortgage servicing company had been refunded to the company. The XXXX XXXX Tax Collector 's website particularly shows that the refund was made on XX/XX/year>.…
I have been trying to sell my house for over a year. In that time the market has dropped and we have dropped the pricing numerous times. I have paid my mortgage on time during all the time except during the GOV shutdown. I am a Federal employee and was not getting paid. I communicated that with ServiceMac who took forever to deal with that issue. They finally put me on a forebearance. In XX/XX/XXXX, i contacted them about a possible short sale on my home and they told me that once i receive an offer i am to submit it and they will take it from there. In XX/XX/XXXXXXXX we received our first offer on the house, full asking price and cash. It was submitted to Service Mac via their email on XX/XX/XXXX by my real estate agent. I submitted it the next day on their portal. On XX/XX/XXXX, we received a confirmation email per the submitted documents and that they are having long waits per processing documents.…
This is an FHA-insured mortgage. We applied for a loan modification and were informed that trial modification documents were sent to us. We never received those documents. For several months afterward, we continued to receive emails stating that our loan modification was still under review and that no additional action was required from us. We were never notified of missing documents, deadlines, or denial during this time. Due to the servicers delay and failure to deliver the trial modification documents, our delinquency increased significantly and additional fees were added. We were later told that no options were available and that a large lump-sum payment would be required, despite the loan being FHA-insured and no foreclosure action having been initiated.…
b'I am submitting this complaint against XXXXServiceMacXXXX regarding improper mortgage servicing and a misleading loan modification applied to my mortgage for the property located at XXXX XXXX XXXX XXXX XXXX XXXX (Loan Number: XXXXOn XXXX XXXX XXXX I **formally applied for loss mitigation** through XXXX, ServiceMacs designated platform. At the time of my application, I was actively seeking assistance and was under review for loss mitigation options.\n\nDespite this, ServiceMac later asserted that I failed to make mortgage payments for XXXX and XXXX and, based on this claim, imposed a loan modification that added XXXX to my loan balance. This amount is being treated as though I missed approximately **ten months of payments or their financial equivalent**, which is inaccurate, misleading, and grossly disproportionate to the alleged two missed payments.\n\nServiceMac failed to provide a clear, itemized accounting explaining how this amount was calculated or justified.…
I am XXXX XXXX XXXX a XXXX XXXX XXXX veteran I am submitting this formal complaint regarding the servicing of my VA-guaranteed home loan by Service Mac . My loan number is XXXX. I am a XXXX veteran, the actions taken by the server during a period of medical XXXX caused by head injury resulted in substantial financial harm and raised serious concerns regarding compliance with VA loan servicing requirements and good-faith loss mitigation standards. At the time I sought assistance, I was XXXX XXXX and experiencing hardship. Rather than offering assistance consistent with VA loss mitigation policies, the server implemented a loan modification that ; Extended the loan by approximately 10 additional years, Increased the interest rate, changed my monthly mortgage payment, Increased the overall cost of my loan, and changed the loan to a fixed rate. The modification was presented as assistance but placed me in a materially worse financial position.…
On XX/XX/XXXX our realtor sent a portfolio of initial documents to XXXX. Over the course of the next few weeks, the buyers and sellers consistently sent in any and all information requested. Throughout the process the seller and the realtor made consistent calls and emails checking on the status of everything. In mid XXXX, both the Realtor and the Buyer were told that we were good to close on XX/XX/XXXX. We then received an email on XX/XX/XXXX stating that the underwriting department needed more documents. At this point us the sellers already took out a loan to pay the difference, as we were informed we were good to close. The buyers then sent all required documentation in on XX/XX/XXXX. The mortgage company finally provided updated just prior to XXXX stating dont expect anything before the new years. It had been months at this point. We ( the sellers ) then receive a request on XX/XX/XXXX asking for a va form.…
I am the seller of a home that has been trying to have my FHA mortgage rate assumed by a qualified buyer from the provider ServiceMac Llc so I can sell the house. It is going on over five months and the provider ServiceMac is extremely difficult to communicate with or get any results from. It took them over a month to send me the requested forms needed to start the process. Since then they do not return calls or emails for days or even weeks at a time. When they do they just tell you they are busy or need a copy of a document that has already been sent 2 or 3 times. One representative even suggested I just " re-fi my mortgage instead of selling my home '' months into the assumption process. After filing a complaint to the XXXX I was contacted by another representative and told the loan is now with an " investor '' not associated with them and it was no longer their responsibility. She let me know that I just have to wait for a response and no time frame could be given.…
am experiencing serious issues with my mortgage servicer, ServiceMac, related to an escrow analysis and payment increase. For approximately two months, I have repeatedly attempted to contact ServiceMac by telephone during their stated business hours ( XXXXXXXX XXXX XXXX XXXX. ET ). Each time, the automated system instructs me to call during business hours, even though I am calling within that timeframe. I have been unable to reach a live representative. During this period, my monthly mortgage payment increased by approximately {$1000.00}, allegedly due to an escrow shortage. I have not received a clear explanation or written breakdown supporting this increase. I am also unable to access my account online. Despite multiple attempts to log in and resolve the issue by phone, I have been unable to gain access or receive assistance.…
I am filing this complaint against ServiceMac , LLC for mortgage servicing violations involving failure to properly recognize and treat a confirmed successor in interest, improper correspondence, and improper conditioning of loss mitigation. I am a confirmed successor in interest on this mortgage loan. ServiceMac received and accepted my signed and notarized XXXX in XXXX XXXX XXXX, along with the borrowers death certificate and all required identifying documentation. These documents have been confirmed by ServiceMac as received and archived in their system. From the beginning of the loss mitigation process, I disclosed that the hardship was temporary. I rent individual rooms within the home only, not the entire residence, and I retain ownership, possession, and intent to occupy the property as my primary residence. I have been temporarily residing off-site due to my recent marriage, with a clear intent to return and re-occupy the property in XX/XX/XXXX.…
Unfair Assessment of Fees Contrary to Federal Court Findings On XXXX XXXX XXXX XXXX XXXX XXXX assessed a {$14000.00} " Litigation Fee '' to my account ( Loan # XXXX ), claiming it was for legal costs related to XXXX XXXX XXXX ( Case No. XXXX, XXXX XXXX XXXX ). This fee is unauthorized and unfair because the Federal Court explicitly recommended against it. In the dismissal order dated XX/XX/2025, United States Magistrate Judge XXXX XXXX XXXX stated : " At this stage in the litigation, were this Court asked to award fees, the undersigned would be very reluctant to do so. In the same spirit, the undersigned would also recommend waiver of any potential fee assessment based on Plaintiffs ' conduct thus far. '' ( See attached XXXX XXXX XXXX XXXX XXXX XXXX The Court found my actions were in " good faith. '' By charging this fee XXXX weeks later, the servicer is ignoring a Federal Judge 's written recommendation and punishing a consumer for exercising legal rights.…
I have a Texas home equity loan secured by my homestead at XXXX XXXX XXXXXXXX XXXX, XXXX, TX XXXX. The current servicer is Servicemac LLC for XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX. In XXXX my construction business suffered severe hardship due to embezzlement by former associates, and the company had to file a XXXX XXXXXXXX Subchapter V bankruptcy. That case was XXXX around XXXX XXXX, and we were actively rebuilding the business so that it could resume paying me a regular salary and allow me to cure the mortgage arrears and qualify for a loan modification. In XXXX, XXXX XXXXXXXX XXXX XXXXXXXX. froze and seized our XXXX business bank account without proper legal authority, notice to the bankruptcy trustee, the court, or my bankruptcy lawyer. This wiped out the business funds we had set aside to pay my salary and cure the mortgage default.…
My loan was transferred to XXXX XXXX. I have paid into my escrow account to where as the company owes me back a payment. The check is {$160.00}. It was printed XX/XX/XXXX I have yet received it. I have called 3 times to find out whats going on. I was told a manager will reach out to me, still no call from upper management. If I am 1 day late, they know how to collect a late fee, and call me constantly when I explained previously the payment would be late. I sick of them
Subject : Request for Mortgage Assistance and Review of Submitted Documentation Dear Loss Mitigation Department, I am writing to formally express my concern and request your assistance regarding my mortgage account. My financial hardship began during the XXXX pandemic, when I became ill and unfortunately lost my job. This period caused a major financial setback, and despite my best efforts, I fell behind on my mortgage payments. After regaining employment, I immediately began working to catch up on my payments. However, the accumulated balance became overwhelming, and it has been extremely difficult to become current despite my consistent income. Over the past months, I have been in communication with the Loss Mitigation team to explore available options to resolve my delinquency. Unfortunately, there was some confusion on my part regarding the documentation requirements during the process. Due to that misunderstanding, some of my required documents were either delayed or incomplete.…
This is a followup on complaint XXXX. The company provided a response to someone else 's complaint, not mine. This is unacceptable incompetence that they aren't even able to respond to a complaint that resulted from their incompetence. This issue needs to be escalated to someone who is competent, since clearly the front line reps are not capable, or not given the tools they need to even do a basic function of their job.
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