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:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  They received a check they cashed. It has been weeks money still not applied to my mortgage. Additionally, made a payment on line for escrow and they applied it as an actual payment. I did not select regular payment i selected escrow. So they like to apply funds how they see fit

  

  Business Response

  Date: 04/11/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We have assigned a Customer Advocacy Specialist and they attempted to contact the consumer on April 11, 2025.  Regrettably, we were unable to speak with the consumer and left a message for a return call. Additionally, we also sent an email to the consumer to acknowledge receipt of their concerns. In the interim time, we will research the concerns outlined in the complaint and once the research is completed, a response letter will be sent via email.  In the interim time, we encourage the consumer to contact their Customer Advocacy Specialist via email at **************************************

  Customer Answer

  Date: 04/11/2025

   
  I am rejecting this response because: I never received an email. I did receive a phone call,, but not even on the number that I have with my account account with them on a number I barely ever check.
  
  

  

  Business Response

  Date: 04/14/2025

  We would like to provide clarification to the consumer about the phone number used for the voice mail message.  The phone number utilized was the same preferred contact phone number provided by the consumer in the BBB complaint and therefore, this phone number was used to contact the consumer.  We will have another outreach call attempted to the same phone number and encourage the consumer to contact their Customer Advocacy Specialist. Also, the email was sent to the email address, provided as the preferred email address in the BBB complaint and we will send another email to today to the same email address. We kindly ask the consumer to verify the provided phone number and email addresses that were utilized in the BBB complaint.  As previously mentioned in our initial reply, we are actively researching the concerns outlined in the complaint.

  Customer Answer

  Date: 04/14/2025

   
  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

  Date:04/08/2025

  Type:Billing 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.

  Archaic payment system does not have a mobile application to access like all other payment systems everywhere. Notification options (among many you can select) does not have an option for a payment reminder. Company makes no attempts to notify customer of late payment. Late payment fee is egregious. System is predatory and intentionally set up to be inconvenient and collect late payments. As if the ****** dollars collected in interest last year was not payment enough. It would surely be enough to afford an application with appropriate reminders/notifications.

  

  Business Response

  Date: 04/10/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt.We have assigned a Customer Advocacy Specialist and they spoke with the consumer on April 9, 2025, to discuss their concerns in more detail. Our website can be used from a desktop or a mobile device, however, a mobile APP is not offered as the functionality is available with our website. The mortgage payment is due on the first of each month and considered after late a 15-day ***** period before a late fee is assessed.  Currently, you receive paper monthly billing statements and have the option to elect for electronic monthly billing statements. Electronic delivery of the monthly mortgage statement is sent after the payment posting and provides the next month due date. For ease of managing the monthly payment, we offer the option to have your mortgage payment automatically drafted from your bank account on the same day each month, its a free option and once established, you would no longer be required to schedule a monthly payment. As reminder, we had previously waived a late fee as a courtesy In November 2024.  We trust the solutions offered will assist with managing the reminder for the monthly mortgage payment. If you have questions in the interim time, please contact your assigned Customer Advocacy Specialist via email at ******************************************************************.
  

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Billing Issue... In Feb 2025 Rosegate Mortgage purchased our home loan from Flagstar Mortgage. The mortgage servicer is ServiceMac, LLC. Our mortgage payments are electronically made via our bank. Payments have been returned with a $20 fee because "Invalid Acct Number". We have called ********************** to CONFIRM our banking information and was assured the information was correct and we should call our bank. Our bank indicated they have not received a payment request. ServiceMac was called again. We then spoke with a supervisor who said nothing could be done. We ended up paying the mortgage and fee. March 1st 2025 on-line payment made and nothing posted, ServiceMac was called on the 5th and 6th still nothing posted. Called ******** on the 7th where we made a payment and verified our bank's name, routing number and account number. March 8th received a letter from ServiceMac indicating a $20 fee for "Invalid Acct Number". April 1st made a on-line payment which indicated a $20 fee AGAIN. Called ServiceMac and advised that we were not paying the $20 fee. We then spoke with a customer service *** "*****" who said he was able to dismiss the fee. We AGAIN attempted to VERIFY our banking routing number but only the last four numbers of our account. Has anyone thought maybe and number in our account, besides the last four, may be wrong? How can I VERIFY my account when ********************** only has part of it, Rosegate Mortgage has it! As senior citizens we don't need the aggravation of incompetent business practices. Solution... ServiceMac and ******** need to correctly input our banking account numbers. Assign us a CAS so we can VERIFY our information because merely calling ServiceMac and/or Rosegate doesn't solve the issue. Looking forward, in a timely manor, preferably before May 1st 2025, to resolve this issue. Though we reside in **** our next step is file complaints with Ohio and South Carolina's ************************ and **************************.

  

  Business Response

  Date: 04/03/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We have assigned a Customer Advocacy Specialist and they spoke with the consumer on April 2, 2025. From a preliminary review, the payments that have been made through the online portal were returned because of an invalid account number.  However, when the consumer paid the payment via an agent, the payments were processed and successful. It appears the online payment is missing one digit within the account number. Our Specialist is reviewing the routing/account information used for the online payment in comparison to the payments made via an agent. Additionally, we will review the customer experience overall as we take the assertions seriously. Once our research is completed, we provide a resolution letter via email to the consumer directly. In the interim, if there are additional questions - please contact your assigned Customer Advocacy Specialist or email us at **************************************

  Customer Answer

  Date: 04/04/2025

   
  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

  Date:02/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Since December of last year Lakeview sub-serviced by Service Mac has been giving us the run-around for an escrow account they set up for us to get paid extra dollars without any accountability. We had a lapse of insurance due to an expired credit card. When Service Mac let us know about this we promptly purchase insurance and uploaded all requested documents showing proof of insurance until the end of 2025. They insisted that they needed to purchase backdated insurance and even though all insurance companies we reached out said this is not possible Service Mac insisted they purchase backdated insurance for $******. We then received an escrow analysis that said that are escrow account was at a ~$1100 deficit and additionally we would need to pay $119 a month along with our mortgage to cover insurance. When we called mid-December after this the agent at Service Mac assured us that this was an error and there was no escrow account on file and would correct itself if we paid the ******. We made the payment same day over phone. They additionally assured us that our mortgage would not increase. In January our monthly payment was indeed upped and when we called we were given a form to close the escrow. We filled and submitted this form. Fast forward to Feb 2025, Service Mac has increased our mortgage by ~$200 to cover insurance payments even though we have paid out of pocket for the year and have repeatedly told them this over the phone. Our escrow closure request was denied and we were asked to pay an additional ****** to cover escrow shortage to have any hope for re-submitting the form. At no point in the past 4 months in our endless calls with their agents have they mentioned a concrete strategy. In December, they did not mention having to pay anything other than ~******, in January there was no mention of the ******. I am so tired of getting the run-around and their unprofessionalism. BTW the ****** we paid in Dec of 2024 wasnt even applied to our account until Feb 6th

  

  Business Response

  Date: 02/24/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We have assigned a Customer Advocacy Specialist and they attempted to contact you today (February 24, 2025) and regrettably were unable to connect.  We understand the insurance policy canceled due to an expired credit card on file, but here was a valid lapse in your homeowners' insurance coverage and according to your Mortgage/Deed of Trust, you are required to maintain homeowners' insurance at all times.  From reviewing our records, we understand that you did pay the negative escrow account balance due to the lender placed insurance disbursement for the lapse in insurance coverage and the funds were applied as a principal payment. We are actively researching this now and working through the request for the escrow account removal as the lapse in insurance has now been appropriately credited.  We are looking to be provide an expedient response and resolution, will be sent via email. In the interim, if you have questions - you may direct an email to your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 02/24/2025

  Ive attached a copy of my complaint. It doesnt argue about the insurance lapse or ServiceMacs action to purchase it. We promptly submitted all the required paperwork. The complaint focuses on what happened after. Between December and February, after the ****** was added to our account, we called multiple times. Your agents repeatedly gave us incomplete information on resolving the escrow issue. In December, they assured us the escrow account wasnt set up and would be removed after the ******, but it wasnt applied until February. We made the payment on the phone to avoid this. Instead of informing us about the issue, your agent charged our account, applied the balance to principal, and assured us everything was taken care of. In January, you increased our mortgage payment, and your agent sent us a form to close the account and restore the usual ************************************************************************************** February, our request was rejected, and we were asked to pay another $389 to resubmit the form. This issue is unclear to you. If I were to debate the ******, I wouldnt have made the payment or attempted to resolve this for three months. To resolve this, please expedite my escrow closure request or remove the insurance sum from the monthly payment. If you need to speak with someone urgently please reach out to ************

   

  
  

  

  Business Response

  Date: 02/25/2025

  We appreciate the consumer providing the direct phone number and we were able to speak with them to share the research completed and still in-process. As we previously explained in our response, we were expediently working through the escrow account removal and were researching why the original payment of the negative escrow balance was applied as a principal payment instead of the escrow account.  Once we finalize our research, a response letter will be provided via email to the consumer(s).  in the interim, if there are additional questions, please email your assigned Customer Advocacy Specialist at support@*****************************.

   

  Customer Answer

  Date: 02/25/2025

   
  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. The agent was able to help us expedite the process to close the escrow account.
  
  Thank you. 
  

• Initial Complaint

  Date:02/20/2025

  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.

  The website does not work. Always giving error messages. I have seen many complaints about this and the lack of customer service. I did not choose this company. They purchased my original loan and Im stuck with this and want it corrected asap!

  

  Business Response

  Date: 02/21/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. On February 21, 2025, we assigned a Customer Advocacy Specialist to assist with your concerns. They made a call attempt today and were unable to connect, a voice mail message was left.  We also sent an email as attempt to make contact today. From our review, it appears the consumer is utilizing the incorrect website address, as ServiceMac is sub-servicing the account on behalf of another company. and the ServiceMac website would not be utilized. In the interim, if you have any questions - please email us at ******************************************************************.  

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service 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 called Lakeview (owned now by ServiceMac) multiple times to resolve a recurring issue on their website that prevents me from logging in. As a result, the company has reset my account time and time again without resolving the issue. In 2023 I attempted to log in, the correct credentials failed, called ***************** they reset my account and I was able to log in one time. One time. After that, same issue, the correct credentials failed, called ***************** they reset, and I'm able to log in once. Again just once. I spoke with somebody on the phone who I will not name and she helped me file a bug report. Normal stuff. The response I got from the developers was unsatisfactory, all they did was reset my account again and close the ticket. This is a clear indicator that the developers' performance is graded on number of tickets closed and graded on average ticket completion time. Sure, they marked it "resolved" quickly for the performance metrics that come with a quick ticket closeout time. Due to this rush job, I fear for other technical aspects of the company which directly handle money, bank information, social security numbers, and other personally identifiable information. I don't feel like my mortgage is in good hands. (NOTE: I cannot provide my Account/Loan number via this online CFPB form because I am unable to log in to my Lakeview (Acquired by ServiceMac) account) ACTION: The development team needs to be audited, specifically look into their Version Control, Document Control, Code Walkthroughs, Code Review methods, Training, and Performance Metrics (for developers).

  

  Business Response

  Date: 02/18/2025

  ServiceMac, LLC (ServiceMac)has received the consumer's complaint and please accept this response as written confirmation of receipt. On February 18, 2025, our Customer Advocacy Specialist attempted to contact you at the phone number provided through this complaint, however, we were unable to connect and left a message. We want to clarify that in 2023, your loan was serviced through ServiceMac and then the loan was transferred to a new company, subserviced by ServiceMac, which changed only the **************** phone number, email address, and the website. However, your loan information remained the same. In late February 2024, we sent three emails advising of the servicing transfer and the new website to utilize, which is also provided on your monthly billing statement which is sent each month via first-class mail, the monthly billing statement(s) provides our contact information to reference as you indicated you did not have your loan number to reference at the time of the complaint filing. Our records reflect that on February 13, 2025, you were provided the correct website to utilize, and you were able to successfully access the website. Prior to accessing the website in February 2025, your last login attempt was in August 2024.  After 90 days of no activity, the user must recreate a new password for their account.  We would like to discuss your concerns about the log into the website as we have several troubleshooting methods to utilize.  Additionally, we take your comments seriously about the other technical aspects of your mortgage, however, having an issue with a website login does not correlate to other issues.  We look forward to having a conversation with you to troubleshoot your concerns in more detail with our Customer Advocacy Specialist, you may also email your specialist directly at **************************************

  Customer Answer

  Date: 02/18/2025

   
  I am rejecting this response because it does not sufficient respond to my problems. Suggest you go back and read the original complaint. This is not an isolated response, I've perused a few public databases that collect complaints on your company and this is far from an isolated incident. 

   

  In the spirit of helping, I believe the transition was the hiccup in your code. 

  
  

  

  Business Response

  Date: 02/21/2025

  ServiceMac acknowledges receipt of the consumers response.  We want to focus on the consumers issue with their website access and need to be provided with a screen print of the error message received when attempting to login into the website.  As the incorrect website was being used in February 2025, we want to focus on the consumers issue when attempting to log into the correct website. Prior to the February 2025 website login, our records reflect the last login attempt was in August 2024. On February 20, 2025, we sent an email to the consumer to provide a screen print and/or picture of the error message that is received when attempting to log into the website. We encourage the consumer to provide more information as we are unable to locate any issues from our review of the consumers login attempts except the incorrect website was being utilized.  

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because the company has essentially repeated themselves. I will be satisfied when I see other complaints resolved on this same issue. I've seen multiple complaints and they're still open. Best wishes. 
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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.

  Service Mac has been experiencing login issues to their website on and off for 5 months. My mortgage load originator has changed the website to service mac. I've established my account, and ever since had trouble logging in. My credentials don't get recognized, password resets doing't go anywhere. Then out of the blue my credentials work again. I don't feel like my mortgage is in good hands, and I don't trust that my personal information is safeguarded, given this exceptionally bad website performance and a complete lack of support.Who is going to own this? How is this even legal, are there no ramifications for a company that I imagine services 1000's of loans, to just give up on their website like this?

  

  Business Response

  Date: 01/31/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. On January 31, 2025, our **************** Advocacy Specialist contacted you to assist with troubleshooting the login and/or password to the website. However, you had mentioned it was not a preferable time to connect. After the call, our specialist followed up with an email to provide their contact information and to obtain a preferable time to discuss with you. The email also contained information for common troubleshooting issues, including: the correct website, clearing cache/cookies from your browser, and the password criteria for a successful change. We strongly encourage you to setup time with our specialist to review in more detail.  In the interim, you may also email us at **************************************

• Initial Complaint

  Date:01/26/2025

  Type:Billing 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.

  My credit report has false information from ServiceMac, LLC stating I closed my Mortgage account on January 14, 2025. That is incorrect. I closed on my home on January 24, 2025. This false information is concerning. I reached out to ****************** who is also ServiceMac and they said they never reported my account as closed. Furthermore, there are remarks indicating that the fixed rate was removed. The amount of the loan is not the amount of payoff. The false information caused my credit scores to go down by 17points. There are discrepancies reported to the credit bureau by ServiceMac, LLC

  

  Business Response

  Date: 01/29/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. On January 28, 2025, our Customer Advocacy Specialist spoke with the customer to acknowledge receipt of the concerns. It's important to clarify the consumer is using a credit monitoring service to provide feedback within this complaint and this type of service is not an actual credit report, it is a merge of data. As instructed in our call, the customer should obtain a credit report from one or all of the major credit bureaus to further validate the information provided in the credit monitoring service.  We can confirm this loan paid-in-full on January 24, 2025, and will be reported to the credit reporting agencies through our monthly cycle. We respectfully request the additional time to continue to research the concerns and will provide a response letter, via email, to the consumer with the details of our research.  In the interim time, if there are questions - the consumer can contact their assigned Customer Advocacy Specialist via phone or through email at **************************************

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because: I have attached my credit report as per ServiceMac, LLC/ Cardinal request.   Attached you will see the indication stating my account was closed.  This account appears to be closed premature.  I did not sell this property until 1/23/2025.  My report states this account was closed on 1/14/2025( day the title company requested a payoff amount).    

  The discrepancies are concerning.  Not only did it lower my credit scores by 17 points but the information is not correct.   The balance that appears to be satisfied for $229K on 1/14/2025 also appears to be incorrect. 

  I will await further response from ServiceMac LLC/Cardinal

  
  

  

  Business Response

  Date: 01/29/2025

  We appreciate the consumer providing a copy of their credit report, as ServiceMac subservices this loan on behalf of another company, this is the only credit tradeline that ServiceMac has submitted to the credit reporting agencies.  We typically report to the credit agencies on the 5th calendar day of each month, unless that 5th calendar day would be on a holiday or weekend.  We can confirm that ServiceMac did not report credit information on January 14, 2025, and our recommendation is for the consumer to work directly with the credit reporting agency.  ServiceMac last reported to the credit reporting agencies on January 6, 2025, and the paid-in-full status of the account will be next reported on February 5, 2025. Also, for additional clarity, the unpaid balance reported to a credit agency is the unpaid principal balance, escrow advance balance (negative escrow account balance - which this account had a negative escrow account balance at the last reporting on January 6, 2025), and interest (depending on the month due). Also, ServiceMac is not responsible for the calculation of a credit score, we only report the account information based on the payment history and loan information.

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because: I stated in my complaint that someone from ServiceMac LLC/****************** reported to ******* that my account was satisfied and paid in full on January 14, 2025. Again, this information had to have been provided to the ************* from ServiceMac LLC/***************** that my account was paid in full and CLOSED.   There is clearly incorrect information reported to the credit bureau that is false.   Not to mention the remark code "fixed rate" that was removed from ServiceMac.  I do not think that Credit Karma and the creditors would enter this information unless a Creditor made this request.   ServiceMac will need to look into this.  While I understand that the credit score are not the control of ServiceMac LLC/Cardinal Financial, the responsibility falls on whomever provided the creditors with the false information of the account being satisfied on 1/14/2025.  
  
  

  

  Business Response

  Date: 01/31/2025

  As previously indicated in our prior replies, we have researched the credit report and provided the specific timeframes that ServiceMac reports to the credit bureaus, The consumer needs to works directly with the credit reporting agency further information.  We will provide a response letter, via email, within seven (7) business days for the consumer's records for closure of this case.

• Initial Complaint

  Date:12/19/2024

  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 see that this is an ongoing problem with Service Mac and they have done this to other customers.I paid $35,000 to end my forebearance. Service Mac misplaced the funds for weeks and no representative would assist. They continually dropped calls and kept me holding on the phone line for hours. Service Mac, when finally addressing the situation, tried to charge me interest because they lost could not find the payment and said it was late.I paid $225,000 to Recast and they lost that payment too. I sent in the Recast paperwork 3 x and after 3 weeks, they are still holding ont this LARGE amount and not processing the RECAST stating they do not have the paperwork.

  

  Business Response

  Date: 12/23/2024

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the consumer on December 20, 2024, to discuss their concerns in more detail. Please allow for the time to fully research and address the concerns.  Once the research is completed, we will provide a response letter via email to confirm any actions taken.  In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:10/09/2024

  Type:Customer Service 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.

  Service Mac purchased our loan from ******************. We had given ******** financial ******* and paid a $300 fee to recast the loan. Everything was finalized and the wire transfers accepted . Now that Servicemac has our loan they arent honoring the terms of the loan. Our new payment should take effect October 1st. However, the original payment is being withdrawn. Ive been lied to multiple times by customer service. They were sending new forms and then they just promised a refund of our payment. None of that ever happened.

  

  Business Response

  Date: 10/10/2024

  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 October 10, 2024, we spoke with the customer about the recast and the information available through the mortgage servicing transfer. During this conversation, we explained we were able to confirm from the payment history that there was a large principal payment and fee paid to the prior mortgage servicing company. Additionally, we explained that we were not provided the recast information at the time of the servicing transfer on September 1, 2024.  We are actively reviewing and researching, including contacting the prior mortgage servicing company to resolve the status of the recast. We need additional time to complete the research and once we have concluded the research, we will provide a response letter, via email. In the interim time, a Customer Advocacy Specialist was assigned to the customer, which includes being provided a direct phone number contact to confirm updates or statuses. The customer may also contact their assigned specialist through email at [email protected].