Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************ is a scam. I have been on contact with ********************* law firm here in *********** **, ************ had access to my checking account until they were receiving double house payments from me and had to return my money to my account, then they said they had not gotten payments from me and they had. I have receipts of money orders I sent them. In the last year I have made every payment on time, they randomly will cash checks from me, the checks they have not cashed have not been returned to me, I asked them for a new payment with getting no response from them at all! They have not been paying my house insurance in which they have been receiving money for. When I call them they say no one is available to take my call. They are constantly changing my loan amount and added extra fees. Please help me in this situation, this is just not right

  Business Response

  Date: 12/27/2022

  To protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. We can assure them, however, that HomeLoanServ adheres to strict, ethical business practices. If they need immediate assistance, please contact our customer support team at ********************************** or ************.

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18640174
  
  I am rejecting this response because: on advice from my attorney,  what Home Loan Serv is doing to me is illegal. They still will not answer my questions or my attorneys. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling to get payment help since I lost a job in June and they refuse to help. Now that I am working Im trying to set up weekly payments and they wont except payment. Just plain refuse. Their staff all says something different and half of the calls I made arent recorded or notes that I have been trying since June. They also add in late fees even if youre not working they dont want to help. They shouldnt be allowed to have a business in ********** since they cant be of any help to familys in need.

• Initial Complaint

  Date:10/25/2022

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September ************************************************************************************************** consecutive months to commence the loan modification process with the new 2.5% interest rate. This was paramount for me because I had been unemployed for 19 months (January 2020-August 2021) and needed my income to justify any modification. Over the course of six months the only delay in making the modification official was a lien handed down on my property that I wasnt notified of until February 2022. I acted swiftly to pay this which led to the release of the lien in April of 2022. I continued to call to pay my modified mortgage and asking for an update to my modification but only words followed (as opposed to the action promised each time). Its makes no sense for 6 more months to elapse without any guidance, direction, or expectation set but this is exactly what transpired culminating in the the most gut wrenching phone conversation ever to occur in my life when a call to pay my October mortgage informed me that the documents had been delivered and since more than two weeks had elapsed since distributing them a new modification would need to be enacted. Apparently they had been sent while I was away. How could a reputable business allow so much time to elapse without presenting any other explanation than we have thousands of loan modifications to deal with ? To ask a hundred questions with only a few actual answers received over the course of nine months is completely preposterous! Well, sir, we dont work with that department isnt acceptable feedback to acknowledge before, during, or after this process. Now I have to somehow accept a 6.0% interest rate and a $40000 delinquency amount because the trial period payments were significantly lower than my previous mortgage (pre-CoviD) amount. Standards are quintessential in business arrangements and its clear that HomeLoanServ misled me..

  Business Response

  Date: 11/07/2022

  To protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. It's important to understand that there are several options available that could help. We encourage this customer to contact our customer support team as soon as possible at ********************************** or ************.

  Customer Answer

  Date: 11/22/2022

  Nothing has been resolved ! 
  Nothing has been resolved !
  
  Ive not received a word from my lender. 
  
  It needs to be investigated. 
  
  PLEASE !
  

  
  

• Initial Complaint

  Date:10/08/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok, I got the covid deferment in June of 2020. It was originally for 6 months. I checked in monthly online as I was told. After the 6 months were over, I called to restart my payments and they told me it was extended 3 more months. Same thing happened- 3 months comes along and I call and they advised me that I should take advantage of the extra 6 months they just added and that an offer like this never happens again and if you dont accept it then you wont ever be able to defer again. I ended up deferring a total of 18 months. After multiple calls and emails unanswered and different representatives always handling my account, I finally got in touch with them and she (*******) ran tue figured and miraculously, my interest and monthly payment were going down! All I had to do was complete 3 month trial period making my new payment amount then the contract will be permanent. This conversation happened in June but she advised me the first month would be in May. I have made all my payments since then but I continued to get threatening notices. Everytime I call in a panic they tell me not to worry and they are automated and my account is on track. Well, last night I received a letter stating that they dont have anymore options for me so I need to get a realtor and sell my house!!! I also checked online at my payment history and all the payments Ive made at the lower amount that they told me, have been counting against me as partial payments. *** contacted a lawyer to see how to proceed from here but I am furious and sick to my stomach at the same time thinking I tried so hard to do everything right and Im in a worse position then I was before the deferment.

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing you on behalf of my experience with HomeLoanServ P.O. box ****, ****************************, **************. My experience has been poor, to say the least. I make payment per their provided payment books. I have two loans with them; my closing loan and my mortgage. By closing loan costs me $76.37/month and my mortgage is $1,547.00/month. I noted at the end of my first payment book, and the beginning of my second payment book that the months June, July, and August were the last three payments in the first book and the first three payments in the second book. I tried to pay the double payments... but was unable. Then I started receiving harassing phone calls about missed payments on other months. I thought that the double mortgage payments would cover the other months. To make up for this I paid the late charges each month of $1624.34 on the mortgage and $81.37 on the closing loan. I thought I was still significantly behind so sent two more four more checks two for $1,624.34 and two for $81.37. This put me so far behind on the other checks I called and spoke to their accountant *****. He agreed that I was very far ahead on my payments, but would not tell me why. Instead, he told me I owed more fees!!! But, once those fees cleared for September I only owed $300.00 for my mortgage and $30.00 for my closing loan. So, I contacted my bank and canceled the four checks. On Thursday, September 15th HomeServLoan contacted me about the canceled checks and threatened me again about going into default. I told them I had already contacted their company and that I did not owe them this amount of money and how much I actually owed them. They told me if I didn't have it paid by the next day I would be charged a late fee. I told them I did not have my debit card on me, but that I would contact them the next day and pay my loans and they agreed. I contacted them the next day and they said I could not use a debit card so charged me $38 more. They have overcharged me by thousands!

• Initial Complaint

  Date:09/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on covid-19 payment deferral starting in August 2020. As soon as I got back on my feet in Feb 2021, I requested to be taken off the plan. I had called on multiple occasions and they were not processing the request. Eventually a lady processed the request over the phone and I eventually started making my payments in May 2021. Fast forward to Feb 2022, I got a document to sign which was a little bit confusing to me since I already asked for the deferral which was processed on the call. I am not sure why they will be asking people to sign any other documents outside of their mortgage documents considering this was government initiated program. I finally called again on 8/17 because I kept getting all these collections letters and noticed they charged me a late fee. I was told this would be corrected and told i had to sign the papers. While I do not agree to be signing documents outside of my original mortgage documents, I sent in the signed document on 8/23. I have been making my payments consistently since may 2021 and now they went and reported the to the credit bureau. I should not have to be going through all these stress and hassle when I have the right to the Covid-19 forbearance program. I agreed to all the terms on the phone which they claimed to have been recording so not sure why another document has to be signed. This mortgage servicing company is doing predatory mortgage servicing and trying to get me into default so they can foreclose on my property. The staff are very abusive when you call and they treat you like you are in the wrong even when I know, I am clearly not. I will not accept this and I will be suing for damages in addition to all these complaints. They cannot be ruining people's credit for their incompetence's.

• Initial Complaint

  Date:06/27/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I endured financial hardship during COVID. We later fell behind on mortgage payments and applied for forbearance through HomeloanServ. After our covid forbearance check-in call to a loan servicer, we learned our forbearance was extended further out through '22. We began to discuss payment plan arrangements with the loan counselors with one option being *have what was owed added back to the end of our loan and the other option *break up total amount owed and calculated into our monthly payments. Jan '22 we were informed that we could apply and possibly qualify for a ***** through HAF which (depending on how much given) would pay our loan to "Current" status and then we resume our modified monthly payments right after HomeLoan received the funds. Were later approved for $40,000. Shortly afterwards, beginning of April, got a call from loan representative stating that they were sending a contract regarding the arranged payments and the updated information of our ***** available for them to apply to our account. Due date to be signed, notarized, and shipped back was by April 16, 2022. Upon reading through the contract, there were promissory notes and oral agreements throughout stating that by signing we agree to apply for a loan of $50,000 interest free that's due back in a balloon payment at the end of our payment term. Even talking with several representatives and supervisors, (who allegedly had no record or notes on a recorded line of ealier payment options previously discussed prior to receiving the loan modification contract) all gave us the same answer: sign the contract or basically lose our home with No payment plan options (that were available before home loan serv was *****ed ***** ******* There is so much wrong with this situation and them sending an email with how the ***** is being distributed and broken down is NOT what was discussed or agreed by them nor HAF. They're trying to keep the ***** ***** and make us pay them on top.

  Customer Answer

  Date: 06/30/2022

  In addition to the complaint submitted, today 6/28/2022, I received a phone call and later an email (2nd attachment below) from the loan counselors making false claims regarding me and my husband's HAF application for our ****** Below, we have attached my email (1st attachment below) trying to further clarify information for the loan company after our conversation that morning. Next, is a copy of their responding email. Third & 4th attachment below, is PROOF for BBB to review a section of our completed,  submitted, and already approved application to ***** HAF regarding our ability to continue making monthly payments in order to receive and apply the grant ***** to our loan and account brought to "current" status to continue (as previously agreed upon with HomeloanServ) makeing our monthly payments (which we have already begun to do). We are STILL being denied having our grant  applied to the account. This is more stressful than needed. Thank you for your time and assistance in these matters.

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent in my mortgage payment via certified mail for the last 5 or more months. I have had to call them or they have called me because they would cash my certified mailed Money Order mortgage payment but would send me letters stating they have not received my monthly payment. They have put my account in delquinacy multiple times and filed against my credit. I have proven multiple times they have cashed the check but not applied it to my account. Each time that I have proven they cashed the payment. They would apply the payment when I call. I put the account number on the money order and I also put my address which is tied to the account also. Today when they called about me missing the May payment. I again proved they cashed the check but didn't apply the money to my account. I also found out the account manager for my account didn't change my account to be able to call in and make payments over the phone or be put back on automatic payments again. So due to the poor work ethic of their employees my account has been mishandled. And added stress thinking they were going to repo my house. I want the damage to my credit to be fixed and I want someone from their company who is in management to contact me to see a resolution to these issues or I will continue to Escalate this to the highest form I can.

  Business Response

  Date: 06/28/2022

  To protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. However, our customer support team has resolved some of his concerns. If he would like additional help, please contact ********************************** or ************.

• Initial Complaint

  Date:05/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2021, my duplex was SUBSTANTIALLY damaged by Hurricane ***. The property is located at ********************************** in *******, **. The property was so severely damaged that my ********** moved to the other unit. Thankfully, the tenant had left because they purchased a home. I've lost $16,900 in rental income so far. The homeowners insurance offered a ridiculously small amount. Im on the homeowners insurance policy. I made the decision to seek out an attorney because I was fighting with UPC and getting nowhere. The attorney got us 30X what was originally offered. This not benefited my family, its benefitting HomeLoanServ greatly. How does this company repay him? By NOT paying his fee after Neb ******, a Hazard Claims specialist stated HomeLoanServ would. Not only does the attorney need to be paid but an umpire he hired in this process. The check is so substantial that not only would it cover the fee, it would leave PLENTY of money to cover the repairs. In fact, I have someone working on the house now. Someone Ive paid out-of-pocket that I WILL be reimbursed for despite the malfeasance of HomeLoanServ. They said over the telephone & in an email that my attorney will be paid.On May 13th I received an email from ****************** She wrote that the insurance company should have sent payment directly to the attorney. How can they possibly do that if HomeLoanServ has to be a payee on the check? I pressed her on the email Neb sent requesting the attorney's invoice and report. She responds that Neb requested these documents for our records. Are you kidding me? I want in writing HomeLoanServ requests attorneys documents for their records. It was a miscommunication. This is all in emails. I requested Yasmines supervisor's contact information. I get a reply that her supervisor is out of the office and shell reach out the following week. HomeLoanServ is continually asking for more & more documents to release any of the funds while our house is in shambles.

  Business Response

  Date: 06/03/2022

  To protect our customer's privacy, we cannot discuss the specifics of this situation in a public forum. However, we can say that while the disaster occurred in September 2021, we were not involved in the process until May 9. We already have disbursed some of the funds and we have attempted to release the remaining funds as expeditiously as possible. However, we need the customer's cooperation in providing the required documentation. We urge this customer to contact our customer support team as soon as possible at ********************************** or ************.