ComplaintsforServiceMac, LLC

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am incredibly frustrated with my experience with this mortgage servicer, MyServiceMac, LLC. I have attempted to make a payment multiple times, but their phone system is nothing short of a nightmare. After selecting the options for using the automated system, I found myself stuck in a loop, continuously routed back to the same choices without any way to complete my payment. Its incredibly frustrating to feel trapped in their own inept system this has been happening for two months. Furthermore, their online payment platform is equally disappointing. I have been shut out of my account repeatedly and cannot log in, register, or take any steps necessary to make a payment. Its baffling that in this digital age, a company cannot provide a simple service like this without running into issues.The customer service practices here are horrendous. Not only do they make it nearly impossible to manage my payments, but they also seem to be in violation of the Mortgage ************************** (MARS) Rules. This makes me question the integrity of their operations. I fully intend to file complaints with the *** and report this company to the Better Business Bureau (BBB) for their unacceptable practices.I highly recommend avoiding this company and all of the companies they own. Service is terrible, their systems are broken, and they clearly do not prioritize the needs of their customers. Save yourself the headache! To round off this complaint, payments have been mailed to:ServiceMac, LLC Attn:Lockbox ****** Services- ServiceMac *********************************************************************************** None of the last 3 payments have been cleared. I want to access my account to make my payment and I want these credit marks removed. I have attached a recording as well and screenshots of this companies failures to receive payments.

  

  Business response

  09/17/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  On September 4, 2024, the assigned Customer Advocacy Specialist spoke with the customer to confirm receipt of the complaint.  We want to clarify a few items contained within the complaint with accurate information. The customer is on monthly billing statements that are sent via first class mail and the website to utilize is ********************* is displayed on each monthly billing statement. Due to the loan status - there are limited options available on the website. We reflect there were calls to attempt to make a payment via the automated phone system, however, there were several calls completed during non-business hours and again due to the loan status, there are limited options available. We understand that you may have mailed payments to our payment address, however, we are unable to control the timeframes associated with the post office. Additionally, we provided multiple emails that reflect as delivered to your email address, however, the emails were not opened or read. We will continue to review and research your concerns, we will provide a response letter to your email address once all research has been completed, we respectfully request the additional time to complete that research. In the interim, you may communicate with your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a home mortgage withLakeView. The loan is serviced by ServiceMac at ***********************************************************************************. I am unable to view an amortization schedule. Every time I request one I never get an email as promised. I have been waiting for 3 months to get this essential information.

  

  Business response

  09/12/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  On September 12, 2024, we spoke with the customer to discuss their concerns in more detail and confirmed the amortization schedule had been received via email by utilizing a separate email address. Upon further research, we determined the customer had unsubscribed from email notifications and this prevented the email(s) from being delivered. In resolution of the concerns, we have resubscribed the customer to receiving email notifications.  We will provide a letter confirming the actions and will send via email within the next five (5) business days. If you have questions in the interim time, please contact your assigned Customer Advocacy Specialist at **************************************

  Customer response

  09/12/2024

   
  Better Business Bureau:
  
  I have been contacted by the business and assured that steps would be taken to improve the service response in the future. I did receive the requested document. I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They put charges on my reinstatement quote and added attorney fees when attorney fees were not incurred

  

  Business response

  09/17/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  Prior to the filing of this complaint, we had assigned a Customer Advocacy Specialist to speak with the customer on September 11, 2024. Due to the loan status, the reinstatement quote was required to be provided and includes fees/costs due to the loan status. We will provide a response letter to you to fully respond to your concerns within ten (10) business days or less once all research has been completed. If you have questions in the interim time, please contact your assigned Customer Advocacy Specialist at ******************************************************************.  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the issues with my credit report caused by the unauthorized disclosure of my personal information to credit bureaus, which has led to significant financial and emotional stress.As stated in 15 USC 1681 Section 602, I have the right to financial privacy, and my information should be kept confidential.Additionally, 15 USC 1681 Section 604(a)(2) requires that a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The errors related to SERVICEMAC have adversely affected my financial well-being, and I request immediate corrections.Please also adhere to 15 USC 1666(b), which prohibits treating credit card payments as late under certain conditions.For reference, my account details are: Account Number: *************I request an urgent review of my account, correction of the inaccuracies, and strict compliance with federal regulations.Failure to address these concerns promptly may lead to legal action. Your immediate attention to this matter is essential.Sincerely,*****************************

  

  Business response

  08/28/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  ********************, ********************** is a ********************** sub-servicing company, and the customer refers to the account being a credit card, for clarification this is a mortgage loan.  Next, the loan originated in September 2021 and the first mortgage payment was due on November 1, 2021, however, the loan had the servicing transferred to Freedom Mortgage on November 1, 2021.  Any/all credit reporting reviews should be directed to the appropriate company.  Finally, within Section 6 (Acknowledgements and Agreements), specifically number 5, you agreed and consented to the credit reporting.  We will provide a response letter along with any applicable documentation, via email, as closure to your concerns. In the interim, if you have questions - please contact us **************************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ServiceMac is an absolute joke of a company. They bought my home loan about a year ago and it's been a mess ever since. They force you to use an app that they had to register your information with. So they give me login credentials and that's when the problems start. First, the credentials didn't work. Then, you go to recover your account and the social security number you use to do that, does not work. Then you call them and they are rude on the phone, like you're inconveniencing them. This exact same scenario has been repeated by me personally 3 times. This company needs an adjustment and I'm not sure how else to go about this

  

  Business response

  08/29/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns.  On August 27, 2024, our Customer Advocacy Specialist spoke with the customer to discuss the website access.  During the call, we were able to confirm the customer was using the incorrect website and once provided the correct website, the customer was able to successfully access their account information.  Regrettably, we could not locate calls in July or August 2024 where the customer had requested their username and/or password information for the website, however, the call(s) during this timeframe were related to an insurance claim.  We are committed to fully researching the concerns and once the research has been completed, we will provide a response letter via email. In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We've been working on a Short Sale since March 2024 (pertaining to the open mortgage). NewDay USA had a valuation ordered on the home & the VA Investor set the Notice of Value as of 7/31/24. We've been inquiring with our assigned Loss Mitigation Underwriter/Negotiator via NewDay's subservicer Service Mac (*******************************) since he emailed on 8/7/24 to advise of the value (on 7/25), ****** indicated the offer on the home surpassed the NOV, so once it was formally set by the VA, he'd be able to verify the offer docs were still sufficient & submit the file for SS Approval. (Loan No. **********). ****** doesn't have a contact number that NewDay or Service Mac is willing to share, so we're hoping the BBB might be able to prompt a response from him to verify status in hopes the file has been submitted for approval.

  

  Business response

  08/20/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have the authorized third party's concerns.  On August 20, 2024, we attempted to contact the authorized third party and regrettably, we were unable to connect and left a voice mail message.  Additionally, we also sent an email confirming receipt of the complaint along with the assigned Customer Advocacy Specialist.  We need to research the concerns regarding the short sale status and will provide a response letter via email.  Please allow for the additional time to thoroughly research and respond.  In the interim, if there are any questions - please contact your assigned Customer Advocacy Specialist at ******************************************************************.  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Continued problems with accessing my account, when you visit thier site and select sign in, or make payment it takes you to a blank page. Every time try to access via mobile password has to be reset by calling customer service. The company discontinued the Mobile app for accessing personal loan information. Requested multiple times to remove mortgage insurance, every time they say they will send us a form to fill out and it is never received.

  

  Business response

  08/15/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received.  On August 14, 2024, we spoke with the customer to clarify the correct website to utilize and explained the change to the website was sent in three different emails (February 22, 2024, February 29, 2024, and March 2, 2024), which we show each email was opened.  Additionally, the website information is available on the monthly billing statement. Regrettably, we were unable to address the Private Mortgage Insurance (***) removal form as the other borrower was handling that request.  We confirmed the original request for the *** removal form was sent via email on April 24, 2024, and opened.  We sent the form and again on July 9, 2024, and reflect this email was also opened. As of today's date, a completed form has not been received to initiate the *** removal review process.  We will provide a response to all concerns via a response letter sent to the email address referenced on the complaint.  In the interim, if there are any questions - please email us at ************************************** We trust the above information provides the immediate answers to the concerns.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My loan got sold to Service Mac. I received a letter stating they needed proof of homeowners ins. I had my agent send it in. I received another letter stating they still have not received this info. I called and sent the info in again. I received yet again another letter. Again I call and send the info in again. Now they are charging me for ins even though I have my own and have sent them the correct paperwork several times. At this point I feel they are just trying to get extra money.

  

  Business response

  08/06/2024

  ServiceMac, LLC has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. On August 6, 2024, we spoke with the consumer to advise we are actively researching the complaint and received the additional documentation for the homeowners' insurance. Once we have completed all research, we will provide a response in-writing via email.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer has been trying to obtain this information for over 2 years from ServiceMac LLC.-LACK OF TRANSPARENCY ON HOW & WHERE MY PAYMENTS TO THEM WERE APPLIED DURING THE FORBEARANCE PERIOD. -COMPLETE LACK OF SERVICE / INACCESSIBILTIY & LACK OF RESPONSE TO MY MYRIAD QUESTIONS & CONCERNS about the forbearance process while I was actually a customer of **********************'s. As a customer of ServiecMac LLC (SM) I can candidly say that this is the most nightmarish customer service experience I have ever had and I'm 64 yrs old. My mortgage account was sold to SM, I didn't choose them. During the covid crisis, I entered into a forbearance agreement with them. Following my approx. 1 year forbearance period they profited thousands of dollars off of me and added 3 years to the life of my mortgage loan during a pandemic crisis!! I have been trying for more than 2 years to find out what they did with the partial monthly payments I sent them during the forbearance period. All SM sent me was an internal computer printout showing they took in the payments, the printout is not decipherable to an outside person. Why can't ServiceMac send me a clear, specific breakdown of how my payments were used up or applied? ** thinks they do not have a ethical or legal obligation to send me this information because they sold/transferred my account to another ********************** servicer. However, I ABSOLUTELY WAS A CUSTOMER WHEN I BEGAN SEEKING THIS INFORMATION. ServiceMac LLC should provide me in writing a clear explanation of each of these payments that I sent during the forbearance period. I originally requested this info on March 8, 2022 from this company.DATE AMOUNT 2-12-21 $735 3-02-21 $735 4-15-21 $750 5-03-21 $750 6-25-21 $750 I'm still waiting,

  

  Business response

  07/25/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and previously responded to the same complaint on June 21, 2024.  We have provided a response to the customer directly via email and provided a payment history to clearly show the application of the payments.  It's important to note, the customer filed this complaint over 1.5 years after the mortgage servicing transferred to a new mortgage servicer. As such, ServiceMac considers the complaint closed. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company double charged us for our mortgage. they are holding the payment and claim it will take a minimum 24 days to address. on the phone they tell you they have all the information required - in writing they say they need more information. when you ask what else you need they will not tell you - that leads you to call and they say they have everything they need. they have no idea what they are doing and its forcing customers into financial hardship because they are holding thousands of dollars they double charged.

  

  Business response

  07/17/2024

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. Our Customer Advocacy Specialist spoke with customer on July 15, 2024, to discuss their concerns in more detail. For clarification, the automated drafting of the monthly payment occurred along with the customer scheduling a one-time payment through the website which caused the duplicate payment.  When the customer initially contacted us to alert of the duplicate payment on July 3, 2024, and at that time we requested the proof of the payment clearing the bank account to ensure no additional issues are created.  We received the proof of payment on a later date to initiate the refund of the duplicate payment.  We understand you were quoted a final completion date of July 24, 2024, which was the expected completion date of the work order to issue for the refund, we regret this created any confusion.  We can confirm the duplicate payment has been sent electronically to the customer's desired bank account.  We will finalize our research and provide a response letter, which will be sent via email. In the interim, if there are any questions - please contact your assigned Customer Advocacy Specialist at ******************************************************************. 

*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. ↩