ServiceMac
Reviews and Complaints

Total headache. Every costumer service representative I have talked to tried to be helpful and was friendly. The issue is this companies system and how it operates. We had numerous issues when he had a house fire in 2022. And let me tell you being stressed out with the fire is plenty you don’t need extra [censored] from your mortgage company not paying contractors making more work for you. Well a whole year later they still haven’t updated my account from the closed fire damage claim and deliver to pay my insurance policy.

Horrible company. We are trying to revise our mortgage and cannot get answers as to what else is needed to get this completed. This has been going on three weeks and customer service cant help. Loss mit says they will contact us with answers but then never do. We are chasing our tails. And Servicemac, dont leave a message about how sorry you are and that we need to call you. YOU CALL US WITH ANSWERS! Horrible company! I dont like that they are messing with our mortgage and dont seem to care what the repercussions are! I will be contacting my state AG, filing a complaintsboard.com complaint, contacting my loan originator about what a horrible servicer they have us with, among other things.

The company's website is constantly intermittently working and non-working. It's a hit or miss if you can get online to see your account and make payments. All of their links are the website sometimes work and other times you get a 404 error message. This is with the understanding that this company/business is new, however, that should not be a reason for a faulty website. Customer service is less than stellar. Maybe because it's due to customer service training (?) , but as a customer we don't feel the warmth and security that we should ever since our loan was moved from a previous loan company to ServiceMac. We feel like they are not doing the best they can with helping people with the COVID19 situation. The options are very limited.

This company is bogus. Again, my loan was transferred from XYZ company in March at the start of the pandemic. My wife and I both lost our jobs and asked for forbearance. (which still accrues interest). After 90 days we started making payments again and asked for repayment options. Well, they reported to the credit bureau that we were 120 days past due! After we started making payments again after the 90 day forbearance plan! They dropped my credit score 110 points in one day. Now it is affecting my ability to refinance my home. I have been on the phone with customer service since December trying to get a call back to no avail. This company is incompetent, fraudulent, and definitely requires a review by someone. Maybe this will lead to a call back.

Called about Escrow Shortage that I paid and monthly payment still went up. Asked to speak with a Supervisor. After being on hold for a few minutes, she advised me that a Supervisor was not available. Which is ridiculous. I then asked to speak to a Manager. I was placed on hold again only to be connected to someone in the *** Very unprofessional. My first time speaking with this *** and I am not happy with their service. My account is on autopay and i pay additional principal every month. They took it upon themselves, without my consent to take additional money from my bank account. The lady in the *** was rude and kept on talking over me. I had to ask her to stop interrupting me. Being in *** and Management for over 20 years. Both representatives need to be retrained on customer service skills. Lastly, the company needs an entire reform period.

I have owned 8 homes and refinanced a couple of them. Never have I seen such horrible customer service. When my mortgage was first sold to them I called to make a payment over the phone and was advised they charge $15.00 to do so. I sent them a check. Their website is a lot to be desired. So lacking in everything. My latest fiasco with them was I had storm damage to my home and sent them the insurance check to be endorsed. The lost department rep told me it would be processed in 3-5 business days. I am at 30 days and still waiting for the check. Meanwhile the contractor has completed the repairs and wanting payment. I am having to get a bank loan to pay for the contractor because Service Mac does not know the difference between 3-5 days and 30 days. This was the last straw. I have refinanced my mortgage just to get rid of them. Also, just as it is said in other reviews, if I could leave a 0 star rating I would but this system will not allow it.

My mortgage loan was sold to ServiceMac and the welcome later stated that my automatic withdrawals will continue as they have been and no action is needed. I was making biweekly payments with extra $100 every 2 weeks ( $200/month) to be applied to principle. My payment was supposed to be withdrawn on 1/8, yet no payment was made. I created an account and saw that I am scheduled for 1st payment on 2/8 and scheduled for a monthly payment with only $50 extra going to principle. I called wanted to correct this and after 30 minutes on the line, it did not get solved and have to wait for someone to call me back tomorrow. I would like a resolution where January payment is collected, payments are made biweekly on my pay date and $100 extra is included with each payment. I am worried that I am now stuck with an incompetent company and refinance is my only option. If I go that route, I will make sure that my loan is with a bigger institution that does not sell loans.

Servicemac took over my *** Bank loan; zero stars. I paid my loan in full and moved. They sent my Form 1098 with mortgage interest, etc. to my old address. While it should have been forwarded, it was not. The assistant first told me it should be on the website. I advised that it was not because my loan was closed. She said it should be, just keep checking. I repeated the language from the website that notes that all info will not appear for closed loans. She then offered to take my email address and put in the request to get me a copy of Form 1098. She said it will take up to 7 - 10 business days to email me a copy of the Form 1098, further noting that under no circumstances could this be expedited. Day 7 is May 17th, the day my tax returns are due. The assistant refused to let me speak to a supervisor or to anyone else, saying she was a supervisor and they did not have a process for elevating complaints higher than her. Ridiculous. Also, if you do not have the loan number, you will not get through to an actual person. You can enter your SSN, but it will just keep asking for your zip code over and over and not put you through.

They bought my loan from *** March and I have had nothing, but trouble. I have called FIVE times to verify my autopay transferred over and they assure me it has, yet I keep getting calls from their collection side. They have no online chat or email, you have to call. Their website has limited details when logged into your account too. I can't even see the autopay amount or make adjustments on my own (pay extra and sometimes adjust the amount). When I called customer service the last two times there is a very long delay after I speak and I can hear my voice being played back, which makes it hard to communicate effectively. The customer service rep today said they know they are having trouble with their lines. Anyway, they took the payment out on the 8th fine, then sent it over to their internal collections which keeps calling and sending me letters. When I talk to them on the phone they transfer me to verify the autopay, which customer service says is set up fine. It didn't go on the 25th and customer service claims that is because it was a Saturday and it now takes several days longer...but they called again today from the collections side! If they don't get it straightened out within the next week, I am submitting a complaintsboard.com complaint! Very irritating people!

Is there a negative option for this company? At this point I am convinced they maliciously give false information and enter misinformation into their system to rack up charges. I received a call from them notifying me they hadn't received my payment, even though my bank posted over 2 weeks prior. I called my bank and they suggested to place stop payment and make an automated payment. I called ServiceMac back and they said they just found my check and would process it. I told them I had already stopped payment on the check and would like to make an automated payment. The customer service person assured me the check was processing and I should call back if I see any issues. I receive my next statement a few days later and notice they have charged a late fee and bad check fee. I called back, went through the scenario, and they said they would issue a one time fee removal. I provided my info to make the automated payment and thought the issue was resolved. A week later, servicemac called to inform me I hadn't made my payment, after calling them they said my bank account info had not been recognized and because I used my one time fee forgiveness I would now be responsible for paying all the fees that had accrued. Still dealing with this issue and currently looking for a reputable mortgage company with integrity.

If I could give negative stars to this company I would. My husband and I have been forced to this company when our Veteran mortgage was sold to them. One they have no clue how to treat a person. They are rude, dismissive and think everyone is trying to not pay their bills. We were transferred to them on 3/4. We were told not to make any payments to them before that date so we made our March payment to the old mortgage company on [protected] since it was due on 3/1. They have sent us letters every month telling us we are late paying our mortgage. We have all of the documentation. We have talked to them every month. Sent them everything to prove payments were made. They just keep adding late fees and harassing us. Even during this pandemic we have paid. This has been escalated or so we have been told. We have been calling every other day to find out the outcome of the investigation that was supposed to be happening and nothing has happened. I do not need another person calling me to explain the entire story and ask for proof. Your company has it. You took the mortgage. If the other company didn't send you the last payment we made go after them. We have proven it. We can't refinance now because of this mess you won't fix. This is how they scam people into all the fees and won't let them leave. I am about ready to call an attorney but how can i afford that?

My experience with this company was awful. When my loan was transferred to them initially, mysterious and non-descript fees appeared on my statement which 2 customer representatives could not explain. On multiple occasions I had to call to have my property taxes paid. My county allows for a full payment or semi-annual payments, with the understanding that semi-annual payments incur extra fees. ServiceMac resisted paying my taxes in full before the deadline (7/31) and I incurred an additional fee from my county. I then had to open a case with their tax and legal departments to seek reimbursement of the fees incurred for them not paying my taxes on time. A grossly underqualified representative initially told me that ServiceMac could not pay my taxes in full because I did not have adequate funds in escrow to pay and told me that in order to opt for a full payment I needed to contact the county. These statements simply are not true, and I had to explain to her the purpose of an annual escrow analysis and that the bill (which she was actively viewing a copy of) clearly stated the option to pay in full for a reduced rate. After weeks of exchanges, the tax department framed me getting reimbursed as the company doing me a favor in a circumstance that I created. They took no accountability for their failure to fulfill their responsibilities. They treated the extra fees as something that should be disregarded and I should simply pay, though they are incurred from their failures.

If Plan to be on the phone 3+ hours of just being on hold with ZERO assistance, worse customer service. AS a valued customer of homebridge mortage, shortly after without notice, my mortgaged was purchased by service mac usa , and without any notice or welcome letter, my loan is now controlled by service mac usa, this event caused extreme financial and credit hardship to a customer who ALWAYS PAYS EVERY *** ON TIME! I WAS CONTINUSLY PAYING TO MY ORIGIONAL MORTGAGE PAYMENT UNTIL MY PAYMENTS WERE RETURNED FROM ORIGIONAL LENDER WHEN SERVICE MAC PURCHASED MY MORTGAGE WITHOUT NOTICE TO ME AS A CONSUMER. AFTER THEY CALLED ME IN REGARDS TO LATE PAYMENT, I PAID OVER THE *** WITH DEBIT CARD AND WAS GIVEN A RECIEPT STATING THE PAYMENT WAS COMPLETE. AFTER 5 DAYS , I RELAIZED NO FUNDS WERE TAKEN FROM MY ACCOUNT BECUASE OF A MISTAKE FROM A SERVICE MAC USA REPRESENTITAVE.WHEN I CALLED BACK TO FIND OUT THE SITUATION, I WAS TOLD I WAS REPORTED TO THE CREDIT BUREAU FOR A LATE PAYMENT, WHICH COSTS ME 160 POINTS LESS THAN THE ORIGIONAL SCORE ON MY CREDIT REPORT(SCORE BEFORE INCIDENT 826, SCORE AFTER INCIDENT:676). AFTER 2 WEEKS IVE BEEN TOLD THEY WILL DISPUTE THIS MATTER BUT NOTHING WAS DONE AS PROMISED. I CALLED YESTERDAY AND SPENT 3+ HOURS ON THE *** JUST TRYING TO GET A LETTER TO CONFIRM THE DISPUTE HAS STARTED, TRYING FOR HOURS I ASK FOR SUPERVISOR WHICH I WAS TOLD MY REQUEST WAS SUBMITTED AND SUPERVISOR WILL REACH OUT BEFORE FEB 9. I WAS SHOCKED AND THIS IS UNACCEPTABLE FOR A MORTGAGE COMPANY TO DO BUSINESS LIKE THIS.I STILL DONT HAVE ANY INFORMATION AND PROOF FROM THE MORTGAGE COMPANY THIS WAS THE WORST EXPERIENCE WITH A MORTGAGE LENDER, I HIGHLY RECCOMEND NOT USSING THIS COMPANY AS I WILL BE REFINANCING MY MORTGAGE WITH A TRUST WORTHY LENDER!

I give this company a 0 rating. If your mortgage is sold by your financial institution to ServiceMac, run away in the other direction as fast as you can. My mortgage was sold as of last December 1st by my local bank to ServiceMac. I have had nothing but major headaches ever since. My mortgage insurance was never migrated to ServiceMac. According to them, it was now my responsibility to prove that I had mortgage insurance. This sounds simple but was a major thing because my insurance company needed ServiceMac to send a Mortgage Clause Request - which is standard operating procedure apparently - so that my insurance company would know exactly how ServiceMac needed to appear on the policy. This was requested multiple times over multiple weeks until I finally had to arrange a three-way conversation between my insurance company and ServiceMac. All the while, I was getting letters from ServiceMac threatening that they would have to purchase insurance for me at my expense. After that was finally all worked out, I started getting threatening letters from ServiceMac because my policy renewed at the end of January, and though it was past that date, they needed proof of insurance from the previous January 1 - 31. So I made arrangements for my insurance company to send that, but ServiceMac kept claiming that they didn't receive it. Finally, I received two letters on the same day from ServiceMac - one indicating that they purchased insurance for January at my expense, and another letter canceling said insurance due to duplicate insurance. All I could do was shake my head. I worked in the banking industry for 26 years, and worked on several mergers and migrations. These things should be completely transparent to the customer in terms of anything they are responsible for in that transition. Next came tax season. Let's just say it was extremely difficult to get my tax documents from ServiceMac for the one month in 2020 that they had my mortgage. After all this, I decided to refinance my mortgage with a local bank. I requested a payoff statement from ServiceMac. One week later, and after nine phone calls talking to nine different people, several of whom promised me I would receive that statement by the end of business day multiple days in that week and/or promised call backs, none of which I actually received, I spoke to a customer service person who informed me that I could have created that payoff statement by myself in their customer service website. Not one person told me that out of the previous eight that I spoke to. I will say that the customer service people are quite friendly. However, their knowledge of procedure varies from person to person widely. Many of them made actual promises that they did not follow through with, and gave me inaccurate information. I believe that they are just too large of a company and their procedures are too siloed between departments that don't speak to each other except through email. This is one of the most frustrating experiences I've ever had dealing with a company.

Our mortgage was sold to ServiceMac in the fall of 2020, and the transition was to take place effective January 1. Since late January, we have had nothing but difficulties with this organization! We have been given the same excuses as many others who have complained on this site about ServiceMac. We have been told there have been systems issues, that we have made payment to the wrong account number (same one we've used since 1/1), 'it's with the research group and should be resolved any day now'. It is mid-June and the have resolved nothing! We have provided them with documentation several times from our bank proving that the payments have been made, yet we continue to be told they are awaiting a response from the previous mortgage company to complete their research. We are at a loss and our money is still unaccounted for at this time. We have continually received the scripted responses from the collections department representatives when we call the number in the correspondence they send us. It seems that 'mortgage Customer Service' is not available or is closed each time we call, the representative on the phone cannot find anything in the notes that makes sense to them and a supervisor is never available to take our call. We have sent in monthly payments since January yet our funds are unaccounted for and the issue is with a 'research department'. In April when I called, I was told resolution should be done by May 5. On May 24th, I was given a resolution date of June 3. On June 3 - I was told they should have answers by June 28. They called me today (6/15) to say they have applied an amount to our April payment - yet ... it is less than what we sent into the company. They went on to say they had "returned the payment made in March" which is not true. I have continued to request to speak to a supervisor or manager who can help sort through this mess and have continually been told 'I will leave a note for them to call you back'. We have continued to receive past due notices in the mail and most recently, a delinquency notice - even though ServiceMac has 6 payments of our money that has been misappropriated. In addition, they reported to the credit bureau in April that our payments were "missed" so my personal credit has been negatively impacted by 80+ points. We have filed a dispute with the credit company and ServiceMac has notice of the investigation with a tentative resolution by the credit company for June 28. ServiceMac has the money - how can I have missed a payment? Between my husband and I, over the years, we have owned 6 homes/properties. We have had several "original loans" sold/transferred to other companies. Never have we had such poor business service and ridiculous answers from a mortgage lender! This company is a collection organization that does not seem to understand mortgages and their business practices and leadership are horrible. We are speaking with an attorney for legal representation as this organization, ServiceMac LLC, needs to be investigated and ultimately, closed so they never have opportunity to 'screw' another homeowner. The mental and financial duress they have caused us for months is absolutely ridiculous and, in our opinion, justifies immediate resolution and legal action.

I've been transferred to Movement Mortgage LLC Servicing that is REALLY ServiceMac LLC. Due to the pandemic I went into the forbearance program that was never explained to me properly - when I accepted the program back in April . The first person I spoke to explained that they will take payments not made and add it to the end of the mortgage and extend the mortgage term to beyond the normal 30 years (so 360 months + the months missed). About 16 calls to customer service later - adding to the fact that Service Mac have so many different phone numbers to contact - I was told so many different variations of what would happen. And no one could tell me what my new payment amount would be. I received a Forbearance Agreement Sept 18 2020 that did not outline what the payment plan was, then 2 foreclosure notices Oct 13 2020, and shortly after a 'payment deferral agreement' on Oct 20 2020 that outlined the terms of the agreement - Finally something tangible that stated the terms as I had requested something in writing and was waiting since July . The Single Point of Contact didn't know how to explain the process and was terrible at escalating the issue. When I requested to speak to his supervisor, he said that someone would call me back - That never happened. I also received an escrow statement Aug 2020, Oct 2020 and another one Nov 2020 - per the agreement option that I spoke with the Single Point of Contact with - rolled in any additional escrow payments to be made. All to have a call with a customer service rep today that my payment will be going up another $200.00. She said it like it wasn't a big deal with like it's because of the escrow not being up to where it needs to be. She said that I should have made an escrow payments during the forbearance - I didn't know that I could do that because none of the 16 representatives I spoke stated that I could do that. My Single Point of Contact "SPOC" didn't even make it seem that it was an option. To make matters worse, when I reached out that I was ready to make a payment the "SPOC" said they couldn't accept my payment. The monthly statement and customer dashboard make it clear that my monthly payment that i agreed to for the increased amount are not going to the differed amount and only going towards the original principal and interest. On hand does NOT know what the other hand is doing - is how I would describe this company. I don't trust that the amount they gave me that is represented on my monthly statement is correct either - as it is a difference from the agreement amount on the Payment Deferral Agreement. The rep I spoke to today does not have any compassion when speaking to a customer, she said she understood my situation and in the same breath she was like "yeah you have to pay another $200 next month". I've not received anything in writing from Movement Mortgage LLC or Service Mac LLC stating as such. Is that even legal that a mortgage company can increase your payment and not even tell you? and you find out because you called the customer service line for a completely different reason... What makes matters worse... is that I want to refinance to pay off the missed payments, and consolidate to one loan and be able to afford the monthly payments. And you CANNOT do that because the guidelines state that I have to bring the 'Forbearance' or the 'Payment Deferral' current before I can refinance. So I'm stuck... this is not what the representative stated Aug 2020 when I asked if the refinancing was an option - or on Sept 21st when I spoke to the SPOC. I can't describe the level of frustration I feel and the high amount stress that this has caused. If I could give less than a star I would - no one over there knows what is going on.

During the COVID-19 Pandemic, I my loan was put on forbearance, now they're saying I'm delinquent when they assured me I wasn't. In the month of April, I called to request COVID-19 assistance and the customer service representative put me on a plan where I would have a three-month forbearance. I asked if it would impact my credit and they said no. Then, when I was able to go in and make a payment in June, my account was locked out. I called and asked why and they said they were restructuring the loan to roll the missed months into the loan and get me a new loan payment. The gentleman said he'd send paperwork regarding this and call me later in the week. He never did. I went online again to pay today, hoping it had been fixed, and I was still locked out. I tried calling but no one answered the phone. Then, when I arrived home tonight I received a letter in the mail stating that my LOAN IS SERIOUSLY DELINQUENT (in all caps) and that they have been trying to reach me. No attempt has been made to reach me, I have no missed calls or voicemails from them, and they have confirmed my phone number with me in the few times I have spoken to them. So, I tried calling again this afternoon and once again, no answer. I have held this mortgage through *** Bank since 2011 (when the loan originated) and have never once missed a payment, ever since my loan was sold to this "company" I have had nothing but problems.

Back in January 2022, I was enrolled in Loss Mitigation due to Covid-19 forbearance. To this day, it has been a living nightmare. They sent documents to my house for me and my wife to sign and then the process would be completed. We signed the papers on 5/10/2022 and the notary mailed them to the company. They were received on 5/13/2022. A couple of weeks later, there is a note on my door telling me to contact the mortgage company. Upon doing so, they told me I was no longer enrolled in the program and that I would be reported to the credit bureaus. The representative said she would give me a call back on Monday due to it being late Friday, and would have answers for me. Never heard back. I called numerous times and finally was told they never received the documents (this was towards the end of May). The beginning of June, I finally got ahold of someone who said they did receive my documents on 05/13/2022 and that they were finishing up my documents and that I was still enrolled in the program. On 6/6/2022, it was reported to the bureaus that I was over 180 days late on my mortgage (I have been making the arranged payment amounts that were set *** in February every month) even though I am still in forbearance? On 6/13/2022, they supposedly corrected the error but nothing has changed on my report for almost 2 months! I can never get anyone to talk to me and I havent heard from my single point of contact (RR) since February. This is a freaking nightmare and I need some help!

I had an insurance claim check for a small flood in my house from my ac, called customer service to get the address to have the insurance check ENDORSED, asked 2 times, to ensure I got the right address. Sent the check, followed up multiple times with insurance company and Service mac on where my check was, found out on January 18th 2022the check cash. I sent an affidavit to be signed by them stating they didn't cash it this was in April, followed up multiple times, they seemed to lose the doc via fax, mail, and finally sent via email and verified they got it. Told me to allow a week, well I did then all of the sudden could find it or tell me a time frame, and a supervisor miraculously found an extra payment to my account on 01/18/2022. this was 3 weeks ago, note this is in may now 4-5 months later, i have paid every month, never missed a payment. First person in May told me 2 days I should have a check, called 3 days later, told me someone would call back, nothing, (which was two weeks ago) now, I am have been on the phone over two hours waiting on a manager and trying to work thru this, just being told that they will fill out another ticket, well tickets and emails haven't worked, I want my claim check back now, I have been charged interest on my credit card for 6 months now, and haven't been able to pay my balance.. the representative hung up and would not get someone to talk to me. They were busy... They have been to busy for 6 months now and to be clear FRAUDLENTLY cashed a check that was made out to ME.

I sent a check to ServiceMac to pay off my Mortgage Loan, but they processed it as a monthly payment without notifying us of the issue. Upon checking our balance, I realized my error in not confirming the payoff amount. We contacted them, and they promised a refund by early April. Despite multiple follow-ups and being told the refund would be electronic, the money has not been received. We've escalated the issue via email and have a case manager, but there's been no resolution. As a disabled veteran, my husband and I find this delay after saving for over 20 years to pay off the loan unacceptable. We demand our money back.

My mortgage was sold to this company and I have had nothing but problems. The automated system has a glitch that accepts your payment but later state the money was declined. The 1st time I called my bank and inquired about a transaction. I was informed no payment was requested from this company. I called Servicemac customer service rep and informed there was a glitch and the payment was taken manually. The rep *** the processing fee and late charges. I used the automated system again Jan the system confirmed my payment and I thought everything was OK. I called to make my Feb payment and it showed I did not pay on Jan. I called my bank and informed a request was never submitted and this was the second time they have record of me inquiring about my mortgage payment with this company. I conferenced my bank rep with the rep from this servicing company and advised the payment was submitted twice and rejected. The rep could not provide what account number was used or provide any details regarding the transaction. I confirmed the funds were in my account and a request was never submitted. This company has a history of faulty billing and payment processing and are stealing money from their customers. They are destroying my credit for their faulty system and I want it on record when a class action lawsuit is filed. I don't want my record showing I have late or no payments when I'm making them timely with accurate information. This is a travesty and something should be done. There are numerous complaints on record about their shady practices and nothing has be done.

On July 5th, my loan was transferred to a new servicing company, and I've encountered numerous problems since the beginning. They claimed that due to the service transfer, my payment was late, resulting in an account hold that prevented me from using online payment or paying by phone for the month of July. They insisted on payment via cashier's check or money order. I complied and sent the required amount by certified mail, which was delivered on July 29th, 2022, at 5:53 am to the provided P.O. box address. As of August 2nd, 2022, the payment has not been reflected in my account. They now claim I owe a substantial amount to become current. They provided a general email for me to send a copy of the cashier's check and said they should have an answer by August 16th, which is after the next payment is due. I'm concerned about the possibility of not locating the cashier's check, as it's non-refundable cash. I suspect dishonesty on their part, potentially leading to increased debt and the risk of losing my home. This situation is distressing and keeps me up at night. When I requested to speak with a supervisor, I was put on hold for an extended period and then informed that no one was available. I need assistance; I was only one month behind on my payment, and now I'm facing this dilemma. Additionally, they've restricted my online account access due to the late payment, a practice that seems designed to keep customers uninformed. I urgently need a resolution to this issue. Thank you.

American Pacific Mortgage was my lender for my mortgage, American Pacific Mortgage transferred my account to ServiceMac as the service provider for my mortgage. I never heard of ServiceMac, I had received letters since April, I thought is was ad soliciting their business did not know it was a mortgage company. ServiceMac, mailed letters since April, I have home insurance since I purchased my home I thought the information from American Pacific Mortgage, had transferred over to ServiceMac. They stated they cancelled my American *** my insurance never cancelled and current and My monthly loan payments agreement is 813, ServiceMac had increase monthly payment to ***. for August payment I did not make a payment until they resolve amount discrepancy. I called ServiceMac, and was transfer to insurance department and spoke with someone by the name of ***. The property insurance department for ServiceMac, is ***. He stated I need to submit proof of home insurance. I submitted my proof of home insurance multiple times Via email, they stated they did received the my proof of home insurance my insurance agent faxed proof of insurance for the last 2 years, I submitted proof of home insurance online, ihaveinsuranceservicemac. My home insurance policy renewal is every year on April. I pay my own property taxes as agreed in mortgage loan. The statement summary states I have to pay *** over the next 12 payments. My insurance is current and up-to-date it was never cancelled. I am uploading my proof of insurance my agent names is ***, American *** Email

Escrow Refund not received after 2 months. I paid off my loan to Movement Mortgage (serviced by ServiceMac) and they confirmed receipt of full payment 9/11. Today is 11/9. The escrow account had a balance of ~$2400 which should have been refunded. I received a confusing statement in October so called to question it and was given conflicting information. Claim that a check had been sent out 9/24 (9 days after receipt of payoff) was later retracted then reasserted. I never received a check. I was promised resolution by 10/24, then 10/27, then on 11/2, after escallation, I was promised they would use ACH to deposit to my checking account right away. (The Service Department keeps referring to the "Cash Department" as opposed to Accounting.) I contacted them yesterday and they claimed the ~$2400 was wired to my account 11/3 and on 11/6 a $25 refund was transacted via ACH. My bank, Chase, had no record of the wire but had received the $25 (confirming ServiceMac has my correct banking info). To speak by phone, I must call a Cust service # and today was told the person I must talk to is unavailable. A later email from Ms Frey said that the wire was returned by Chase Bank (no further explanation). No one at ServiceMac bothered to followup. After 2 months of calling, investigating and emailing, I feel I would be a fool to trust that the funds will be sent ACH as promised to my bank tomorrow. In any event, no customer should have to work so hard and wait for two months for a refund of money sitting in escrow after the account has been paid and closed. I Apparently need intervention by someone else who can get through to a responsible party at ServiceMac.

Service Mac LLC charges customers "service fees" or "convenience fees" for conducting normal business practices. My mortgage account was recently transferred to Service Mac LLC and I have since had nothing but problems in trying to pay my monthly mortgage payment. My monthly payment is due on the 1st of each month. Today is the 31st and I attempted to pay my bill using Service Mac's mobile app. That was unsuccessful when the app showed an error message and would not allow me to continue with my payment. I then logged into my account via laptop where I was able to enter my bank account information and proceed through the process of making a payment. However, before submitting my payment, I observed a clause at the bottom of the screen advising that my payment was subject to a fee. I followed a link provided by the clause in hopes of gaining clarification on why Service Mac would charge me a fee for paying my monthly bill on time. I was unable to find a sufficient explanation on their website so I called their customer service line. The representative that I spoke with explained that when conducting normal business, Service Mac charges their customers a "convenience fee" for using the Service Mac mobile app or website to make payments even 1 day before the Payment Due Date. I also learned that they charge their customers the same or similar fee for making payments over the phone to a customer service representative. I was baffled as I have never heard of a business penalizing it's customers for making payments early, even when submitting payment by their mobile app or website. When asked, the customer service representative agreed that this practice did not make sense to him either.

On April 22, 2022 I received a letter from ServiceMac indicating that my monthly payment would be increasing a substantial amount starting 1 June due to an increase in my property taxes. I quickly called them the same day to rectify the situation because being a disabled veteran I am tax exempt in the state of Mississippi. They asked me to provide documentation supporting my claims, which I did with a signed letter from my county tax assessor proving my tax exempt status. I was told it would be resolved in 5 business days and thought the situation was handled. I called back the 5 of May, 2022 to verify that everything had been taken care of, and thats when the nightmare began. Over the following month and still to this day I have spent over 10 hours talking to *** the tax department (core logic), their collection department (NRS agency) and being told everything from- Your tax line hasnt been updated, your parcel is is wrong, your taxing authority verified you owe X amount, the provided documentation doesnt have the specified amount for taxes ($0.00). Every time I called it was something different and the hours long calls ended with a promise that everything would be fixed in 5 more business days. They said it every time like it was a magical mantra that would resolve my problem.22 *** give us 5 business days5 May- 5 Business days12 May- 5 Business days20 May-.27 May-.1 June- .9 June-.It is now 10 June, after spending 10+ hours on the phone, sending in 3 separate letters from my taxing authority to several companies, driving to my county tax office and putting my county tax assessor directly on the line with them and telling them explicitly I do not owe any taxes and I am still awaiting another Give us X business days. The only proposed solution from my mortgage company is- Pay us the excess amount at a time historically high inflation, and once everything is resolved well give you the difference back.

I refinanced my house with an online mortgage broker, BNC, in May . The loan was sold to HomePoint a few months later but BNC failed to inform the latter of both my correct mailing address and my correct email address. In the first couple of months, I completed the paperwork to have monthly payments automatically deducted from my checking account. I assumed that this paperwork had been processed. On June 29, 2022 I received a phone call from HomePoint stating that I was about to go into foreclosure. They claimed that they had sent me 17 letters and all had been returned to them. They also claimed that a certified letter had been returned. I requested the tracking number for this but did not receive it from them. Two different customer service reps admitted that the company would ordinarily have called me after a missed payment but each was unsure why, in this case, a phone call had not been made. Although I wanted to resolve this issue immediately, HomePoint said my account was being transferred to ServiceMac and they would not have my info for 8 days. I called ServiceMac on day 8 and they asked me to call 2 days later. Two days later I called and they told me to call the law firm *** in 2 days. On July 18, I received a letter from *** requesting payment which included the various legal fees. Since June 29, I have made approximately 15 calls to resolve this issue and have been continuously transferred, told to call some other company, referred back to previous company, or disconnected. From the very first phone call on June 29, I stated that it was only fair that I pay the mortgage and interest for each month missed and not pay the extraneous fees AND that I could make payment that day. To be clear, I should not be penalized for clerical omissions that the company made. It is interesting to note that the company had my phone number all along. My refi interest rate is very low. Is this simply an attempt to get extra fees from me?

when this company first took over my mothers loan from Chase, it has been nothing but problems. My mom missed a payment with Chase back about 6 years ago, then when servicemac took the loan over they wanted to get the past due payment from Chase from over 6 years past, the service rep. refused to take a payment because she wasnt including late fees. I got on the phone and explained she didnt have the money for late fees but had enough for the payment and they couldnt make her pay the late fees, they still refused the payment. So then they are showing two payments past due then. One from 6 years ago and one they refused. Then my mom sent in another payment by mail and they sent it back to her, saying they needed all past due. Then the pandemic hit and they offered a plan for covid. They kept saying there were plans available to help get caught up, lower her payments and put the past due at the end of the loan. She requested a package, it took over 2 months to receive it, she filled out the paperwork once it got here and she sent it priority,insured and they received it in 2 days. That was Sept.3rd, but no one can seem to find the package that $8.95 was paid for prioirty mail, insured. She was refused the plan that would reduce her payments and catch her up because "she was behind" before the pandemic even though she made 4 payments to catch those payments up that they had refused an cause d this problem to start with. Now they took another month to mail another package out and want my 82 year old other to fill it out AGAIN or try to do it online. My mother has been very sick in the hospital, a nursing home and is now home but not in condition to be filling out packages that a place of business should be held responsible for keeping up with. After all the reviews I do not see how this business is still allowed to operate. They are the worst ever and I truly feel like they are just trying to take my mothers home. My mother had a credit score of 800 until this company

I initially reached out to my mortgage company asking them for direction since I was about to apply for a ***. I wanted to know if I could combine the cost of getting an appraisal done since I needed an appraisal to get PMI removed as well as an appraisal for my ***. I was sent an "request for PMI Removal" application and when I read it, it stated that if I signed the application, I was essentially giving permission for Service Mac to order an appraisal and the cost associated would be charged to me. I responded to the email, stating that I was not completing the form, as that would mean I was agreeing and allowing an appraisal to be triggered and my goal was really to combine the cost. No one ever responded to that. I ended up putting the *** on hold for a bit and so let things go. In May, I decided that I would be moving forward on the *** and so again, I reached out to Service Mac to ask for a response given it had been over three months for them to get back to me. When I did not receive a response, again, I decided to call. I spoke with *** and did not get a clear answer but the *** rep did state to me that she was reading "from a manual" and that I "should" be able to submit the appraisal that would be triggered from my *** Bank (an independently triggered appraisal-I had no say in who this person was) within 90-days with my request for removal of PMI. I asked her if there was any way to speak with someone in the *** and was advised that not even the *** Team at *** could call that unit directly and that they also had to use the generic email I had been provided. I went ahead with the appraisal and received the appraisal back from the bank. I still had not received any communication from Service Mac from my request. At this point, I decided to call again and was given such run around and no one was really listening. I let them know that I had been advised by *** and they argued with me.

In appropriate applications of my payments. Late applications of my payments. Inadequate business practices. Since they have acquired my loan Service Mac has not been able to apply my loan payments appropriately. I have an expensive home! I pay biweekly and notified them at the inception of our relationship that that was my intent to see if I needed to make any special notes on my account to ensure the appropriate application of my payments. I was told no problem just keep paying as I had with my prior mortgage servicer. However, Service Mac has never applied my funds appropriately. I am consistently paying one month in advance however when they receive my payments they apply these to PRINCIPLE! These are biweekly payments. Because they applied my payments incorrectly and they went against my principle instead of my payment - I started accruing late fees! I first noticed this when I recived a bill stating that I owed them over 5K! I called - the person on the line said - no that was incorrect, my account is in good standing and everything is fine. One week later they give me a collection call! I had explained to the representative the situation and they did in fact confirm that THEY HAD APPLIED THE PAYMENTS INCORRECTLYand that they were placed against principle instead of payment and thus resulted in my payments being placed insufficiently. The did this with two payments. I asked that they reverse this payment and apply it appropriately. My next banking statement I realized the IDIOTS SENT ME A REFUND! instead of reversing and applying my payment toward my payment. I called customer service again this time speaking with a woman that sounded like she knew what she was doing - she apologized profusely for the inadequate managing of my account and had the payments applied appropriately. I had to send back the refunded money of course. She assured me that she would make a note on my account to reflect that i am paying biweekly so that this should not ever happen again. Then I realized that with each payment the payment did not post until several days after it was electronically debited through my banking company. O.K slow, and definitely not the norm, but I'm usually ahead by at least one month so it should not affect me. Then I just got my second collection call from them claiming that my account that should be paid at least 30 days ahead of schedule is delinquent! Of course I flipped my lid. HOW CAN THIS COMPANY NOT BE GETTING IT RIGHT STILL.! Again customer service rep discovered that my funds were not being applied correctly and that my payments were being applied to principle. Her solution was "write biweekly payment" on the check ! I immediately questioned this. My payments are sent automatically from my bank - they are electronic! There is no MEMO to add. PLUS... aren't all these things electronic? What about the other woman who assured me that my account was now annotated and placed into a program that they would receive the first payment and hold it in reserve status awaiting the second half. This is how CHASE had done it for years! Smooth, no problems, very adequate. NOPE! Apparently they have people reading electronic transfers and accidentally applying the payments incorrectly! WHO DOES THAT! Each time I call I get a different solution from the first time. Each person I speak to sounds poorly trained and as though they are just making things up as they go. The only person that actually seemed to anything about mortgage servicing was the second woman however her efforts to fix the problem were still not successful. This company should be shut down. They are incompetent at best. Consumers should be wary to ever enter into business to them, unfortunately my loan was sold to them so I had no say in the matter.

Complete lack of communication & contradictory loan servicing practices. Shortly before the Covid outbreak my mortgage was sold by *** bank to ServiceMac. I was able to make one normal monthly payment before my employer shut down and on 3/26 I requested to be placed on a forbearance plan. The customer service rep indicated I would be placed on that plan, and the plan would expire, with the total accured balance due on 7/31. Prior to that I would be contacted to discuss next steps. I was not placed on the plan as promised, and the following month I was notified that I was past due on my mortgage payment. I called again on 5/16 with a follow up call initiated by me on 5/21 and got the forbearance issue corrected. I was told I would be assigned a single point of contact, an individual named Alex, to handle my account. To this day (8/7) I have not spoken to this individual. Later I was sent a loss mitigation packet in the mail with a threat to foreclose if I did not complete the paperwork. After a call to customer service I was told to disregard. This is the only paperwork I have received in the mail from ServiceMac to this date. Understanding that the plan would be ending soon, I contacted ServiceMac's customer service line on 7/7 to attempt to understand what would happen next, as there had been no communication to that point. I was promised Alex would be contacted and would make contact with me. No such contact was made. I was able to get in touch with the loss mitigation department on 7/17 and speak with another member of that department, Vance, who provided me some information over the phone but, as he was not assigned to my account, could not affect direct changes. I was again told more information would be coming in the coming days. No information came by phone, email, or physical mail. I reached out to ServiceMac again on 7/31 and spoke with a woman from Loss Mitigation again who was able to more clearly explain the VA loan modification process, and explained what would be required of me. She indicated that paperwork would be coming that I would need to have signed, notarized, and sent back. This paperwork has not been provided. She also indicated that my account would be unfrozen and I would be able to make payment as well as address an escrow overage that began impacting my monthly payments effective April. I expressed a concern multiple times over the course of this entire process that addressing this escrow issue is necessary to making my monthly payment a solvent amount. I was assured by both conversations with loss mitigation that this would be no problem. I logged into my account on 8/1 to make the required payments and found my account was still locked. I was told by customer service that the account reps needed to unlock the account did not work weekends, and the account would be unlocked the following Monday (8/3). It was not unlocked as promised. On 8/5 I called and spoke with two different customer service reps who both indicated that my account would remain frozen as I was presently in a loss mitigation process but not to worry, payments wouldn't become late until 8/16 and everything would be sorted out by then. I was told, the same day by a loss mitigation agent that what I was told isn't necessarily true and my account can be unlocked, and I would also be emailed statements. My account remains locked and no statements were emailed. I was told Alex was informed to make contact with me on an urgent basis, as if this is not resolved by 8/16 I cannot make the appropriate payment and my loan modification will be invalidated. I did not receive a callback on 8/5 or 8/6, so I called on 8/7 and was told the same. Alex was emailed again to contact me, urgently.

In March my husband and I lost our jobs due to Covid19, under the NED act our home went into Forbearance. Can't get anywhere with the company. For three years we paid Chase every month on time our house payment, then they sold our mortgage to this place. For two months we had made house payments and then the pandemic hit. After the pandemic hit we lost our jobs due to Covid 19. When that happen we had to put our home, car and other personal loan into forbearance. With the car and other loan after three months we went back to work and got our payments started back with no issues. With our home loan we have tried since July we have tried to get the payment going again. During that time of the NED act we started receiving late notices. I would call and staying on hold for hours they would tell us to disregard the notices their system had a glitch and shouldn't have sent the notices...OK then after that we get FORECLOSURE PAPERS. I called panicking and the lady assured me they couldn't do that. I should have known then these people didn't have there *** together. I have logged each time I have called And tried to keep names of each employee I have talked too just trying to keep my ducks in a row. July nothing, we were supposed to get our payments going again by August 1. They told us we would have to pay over $3k. I could not do that. We just got started back to work and literally just paid up other bills because they let us pick up on the payments like they had told us we could. When I told them I could not do the $3k they said I could do modification. Ok so this was what we decided they were going to send papers for us to sign. The end of July no papers... the whole month of August no papers, now here we are at the end of September NO PAPERS FOR US TO SIGN. We get letters from our VA representative letting us know that our mortgage company has contacted them know we are behind on our mortgage payments. I call him explain and he was so kind and then he starts trying to contact them. NOTHING they won't even answer his emails... he and I both are baffled. He tells me to call often and make them stay on top of it. I have tried and seriously it means nothing to them. They assign my loan case to Mitchell B and ONE TIME HE HAS ACTUALLY TALKED TO ME. Every time I try to contact him he is not in or they will have him to call me back. Still no Mitchell. Mitchell are you real? So I called twice today and the second time I ask to talk to a supervisor over Mitchell. I am waiting now to see if I get a call from him. Meanwhile I decided to go ahead and check my credit report. You guessed it is showing that we are delinquent with our payments. Credit score looks as though it is in the low 700's now. I have never been late with a house payment and now this. My husband is going to have his score checked now also. His is more than likely also been affected by this. It is not right. I never ask to go with this company to begin with and now this. I understand this has been a time for uncharted waters, but when people are trying to pay like they are supposed to and are being punished for something out of their control is ridiculous. I have checked to see what I could do about going with a different company but I can't even do that cause it is showing DELINQUENT. EVERYTHING ELSE ON MY REPORT PAID NEVER LATE. My next action I am afraid is having to contact a lawyer. Not only has this caused our record to looked tarnished but it is causing a lot of mental anguish. They say we can't lose our home I call BS on it. They have told me they are able to drop our rate from 3.75% to I think 3.5% tagging back on the 3 years we have already paid. We basically have gotten no where. They said our payment would drop $50 we had to sign a contract to get that started and that was almost 3 weeks ago and still NOTHING IN THE MAIL. Not even our VA rep can get in touch with anyone not even an email. I don't understand what more we can do.