Complaints

This profile includes complaints for ServiSolutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServiSolutions

  7460 Halcyon Pointe Dr STE 200 Montgomery, AL 36117-8105

• 

  ServiSolutions

  PO Box 242967 Montgomery, AL 36124-2967

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:04/24/2025

  Type:Customer Service 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.

  I received an urgent message to be contacted by my mortgage company ****. I have been calling since they opened and its a bunch of error messages and hanging up or a busy signal. This is my life and livelihood. If I am requesting to make contact **** and there is something urgent with my mortgage how can I have it resolved if I cant get anyone?

  Business Response

  Date: 04/25/2025

  Dear MS ************************ 04/23/25, late afternoon ServiSolutions sent a payment reminder email sent that included an incorrect group of customers that have already made their payment this month. We would like to extend our apologies. Your account is current and in good standing. We want to once again sincerely apologize any inconvenience that this matter may have caused.   
  

  
  

  Customer Answer

  Date: 04/25/2025

  I accept. Thank you.
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/31/2025

  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.

  I filing my BBB complaint due to an ongoing issue with my mortgage company. I started out with a monthly payment of $1,079 with a 3% interest rate payment in September of 2020. I have lived in my home now for over 5 years and have requested several times to have my payment lowered due to my financial income each month. I received a letter 2 years ago stating my mortgage payment was increasing to $1278.13 due to my lack funds in my escrow balance. I recently applied for assistance in a homeowner tax payer program into which the owner receives a refund of $488.00 if the taxes paid are over the amount of payment. My taxes are paid through my mortgage company each year. The program specifically stated the homeowner would receive the refund due to my qualifications based on my ********** status. I was told by ServiSolutions that my refund was applied to my escrow balance and that since the company pays the taxes the refund was sent to them. At no point was this refund ever was supposed to be applied to my escrow account balance or taken away for that purpose. I recently received my last mortgage statement and it shows an escrow balance of $1145.00. This creates a major concern due to my payment remaining high but my escrow balance is no longer insufficient which was the reason for the payment increase.After 5 years in my home, my payment should be decreasing and not increasing as a 3% interest rate remains the lowest on the market. I'm unable to reduce my payment based on this each time I contact a mortgage company about refinancing for a lower payment based on my financial struggles each ******** this point, I believe a fair resolution is to have my mortgage payment be re-lowered based on the following reasons:Interest rate is 3%(payment shouldn't be high due to the interests rates are not higher than 3%):Financial struggles due ********** which is why I qualified for the tax program No longer have a low escrow balance

  Business Response

  Date: 04/07/2025

  ServiSolutions has completed a thorough review of your *********** have a fixed interest rate of 3.0%. This rate has not and will not change in accordance with the terms of your signed NOTE from your closing. Your payment consists of principal, interest, and escrow. Your principal and Interest payment is $785.20 and has not changed. However, your escrow is subject to change depending upon taxes and insurance. Each year ServiSolutions does an escrow analysis. An annual escrow analysis is audit of the account to make sure that we have sufficient funds to pay taxes and insurance. If taxes or insurance and or both increases, an escrow shortage will exist, and your payment will adjust accordingly. ServiSolutions sends annual escrow disclosure statement 30 days in advance as a notification to the borrower of the payment change.
   Because ServiSolutions pays taxes and insurance on your behalf from the escrow account,any refunds from either your insurance carrier and or taxing authority deposits back to your escrow account. As for tax relief assistance that your received from **************************************** received this refund in the amount of $488.00 and deposited back to your escrow account on 12/03/24. On March 24, 2025, ServiSolutions performed an escrow analysis effective with your May 1, 2025, mortgage payment.Your payment reduced to $1,212.13 from $1,278.13. The payment would have been even lower if there had not been an increase in your homeowners insurance.Your homeowners insurance for year 2023 was $1,005.00. As for the year of 2024,your homeowners insurance increased to $1,498.00. Although, your escrow account is not negative however an escrow shortage exists due this increase. Unless you pay the residual escrow shortage of $434.06, ServiSolutions is unable to reduce your payment any lower. If you pay the shortage of $434.06 as stated on your Escrow analysis statement dated March 24, 2025, your payment effective May ****** will reduce even lower to the $1, ******.   
  We hope this clarifies your questions. Should you have any further questions regarding your escrow, please contact our ******************* at **************. Hours of Operation are Monday through Friday from 8:00 a.m. to 5:00 p.m. CT. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23135115
  First and foremost thanks for your response to this complaint. As I understand in your response, my mortgage payment increased due to the increase in my homeowner insurance premium. As I have stated and I will continue to do so, this homeowner insurance has provided zero assistance in helping with my residence. I have water damage and roof that needs repairs and replacement and they have provided zero assistance. So, I ask one simple question, why should the homeowner pay a higher mortgage payment for a service that is basically providing nothing in return. As I stated, the fair resolution is simply a roof replacement and repairs from water damage from this point. If this resolution can not be met, I ask that a resolution be provided that is fair and acceptable to both parties. Thank you for your understanding concerning this matter.
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/25/2025

  
  ServiSolutions is your mortgage servicer only. We are not responsible for rate increases with your insurance company.  If you are not satisfied with your current insurance provider, you have the option of changing insurance providers. If you have damage to your home, you can file a claim with your insurance company. Your insurance company is ******************** of America, and the policy number is ********. You may contact them regarding claims and policy information at ************. Unfortunately, ServiSolutions cannot assist with this matter.  We hope that you can resolve any questions and concerns with ******************** of America and or seek coverage elsewhere.      
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23135115
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/06/2025

  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.

  The only constant with this company is that theyll be rude when you call. I called to make the payment and the lady told me to call when I had time. I told her I have time now, thats why I called. She hung up on me, I have no clue what her issue is

  Business Response

  Date: 03/06/2025

  Good morning. We are in receipt of your ******************** complaint and now the most recent BBB.  ServiSolutions continues to strive to provide quality customer service.We sincerely apologize for your experience on yesterday    It is also imperative that we provide service with professionalism and integrity. The goal of the loan counselor is to service the loan within investor guidelines and to cure the mortgage delinquency. We have escalated this matter to the Department head to provide the necessary training, coaching and to take the appropriate actions. 
  
  

   

   

• Initial Complaint

  Date:01/16/2025

  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.

  This lender continues to have rude and unhelpful customer service. They refuse to allow for split payments and have required me to send my mortgage payments via certified check. On multiple occasions, they have "Lost" my payment. Once time, they received it (I have tracking from ****** but they couldn't locate the check for months (all the while applying this late payment as received KILLING my credit). Another occasion, they received my check, (again tracking), and the first ****** I spoke with said (****) that the envelope was empty and didn't have my check in it. So of course I reach out to my bank to see if the check had been cleared, but it hadn't. So I called back and spoke with another agent (********) at ServiSolutions and they said they HAD received it, but hadn't applied the payment yet but that it wouldn't impact my credit (and ultimately didn't process it for DAYS after receiving, thus impacting my check as late again (again... impacting my credit). Most recently, they were supposed to apply my payment to a month's mortgage in deficit (as clearly defined on the memo line), but they didn't, thus again, showing I haven't made a payment and impacting my credit (also putting me in foreclosure status which shouldn't be). They have yet to offer me any assistance, counseling, or options on how to keep my home from going into foreclosure, even though I have an FHA loan, AND I reached out to them for options BEFORE I was ever even delinquent. All they said to me during that conversation was "there is nothing they can do until I am 3 months behind".... but even reaching that point (only because they processed payments late), they have yet to assist me. My experience with this lender has been nothing short of H*** since my loan was sold to them. I WANT OUT, but now that my credit is terrible, I don't even qualify for refinancing (which I'm willing to pay 4x my interest rate at this point, just to GET OUT from working with this terrible company).

  Business Response

  Date: 02/10/2025

  ServiSolutions strives to provide quality customer service.   The loan counselor's role is to provide quality customer service within policy and investor guidelines. Their role is to also cure the delinquency of the mortgage. Our records indicate that misapplication of payment occurred as received a payment that contained the last 4 digits of your account number rather than your complete loan number.   Sending payment using the last 4 digits of you loan number can result in misapplications.  We reached out to you regarding this matter and received no response and applied the payment accordingly on 04/30/24 and no adverse credit was reported. The account is currently due for the November 1, 2024,mortgage payment.  In accordance with your NOTE, payments are due on the 1st of each month and late charges are applied if payments are not received in the office by 16th of each month. We cannot accept nor apply a part of a mortgage payment. This is the reason why the loan counselors cannot accept partial payments. Please be sure to place your complete loan number when remitting payments.  You are also currently under review for Loss Mitigation Options. We also indicate that we spoke with you on 01/16/25 to advise that your account is under review for these options. On 1/17/25, a loan counselor attempted to call you to advise an envelope was received that did not contain a payment. We have since made several attempts to contact you. It is imperative that you contact our office at ************** as we work to resolve this matter.    
  

• Initial Complaint

  Date:01/07/2025

  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.

  In October, I scheduled a payment two weeks in advance for my mortgage to be paid. I thought the money would be automatically taken out of my account; however, that was not the case. I was then notified a few days later by the credit bureaus that I had a late payment on my mortgage account. When I did further research, I noticed that there was a payment reversal but I was not notified about it. I spoke with ******** the following business day (11/12/24) to discuss why was I not notified about the reversal, in which his response was "we are busy at the end of the month, so we do not have time to notify people that their payment reversed." They have time to report me to the credit bureau. We then set up a payment plan, but the late payment remained on my credit report and they will not fix it. Fast forward to current day, I paid my mortgage on 1/1/25 (which was late for december) and it is currently 1/7/25 and they still have not taken the money out of my bank account. Why does it take 5 days to take money out of a bank account? Then they are probably going to report the payment reversed. I am so sick of this mortgage company. They are horrible and they do not work with people. They always have an attitude. It is sickening.

  Business Response

  Date: 01/07/2025

  Good morning. We are in receipt of ****** review and now the recent BBB Complaint. As per our conference call with you and your State ********************** on this morning, ACH drafts are withdrawn within 2-3 business days of the transaction. As your mortgage servicer, we are not privy to the balances within your bank account. It is the responsibility of the borrower to make sure sufficient funds are available when completing payment transactions. ServiSolutions simply submits payments.  ********* and or credit union approves transactions based upon sufficient funds. Payments are due on the 1st of each month and late charges assess if payments are not made by 16th. Derogatory credit is reported when payments are received greater than 30- days of the due date.  Two or more payments that have been returned for non-sufficient funds will result in placing the account on certified funds for payments for up to one year.  ServiSolutions strives to provide quality customer service to all borrowers. ******************** further sends billing statements upon every transaction and payment reversal. 

• Initial Complaint

  Date:10/29/2024

  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.

  I am not responsible for this debt with *******. I have no contract with *******, and they have not provided the original contract as I requested.

  Business Response

  Date: 10/29/2024

  Good afternoon. Thank you for an opportunity to review your request. To complete the review of the **************************** a div of the ********************************* will need the following: 
  1. The complete loan number from the credit repository.
  2. Any prior mailing and or property address for you in the last two years.  
  3 The last 4 of your social security number.  
  4.  The actual reporting from the credit repository.
  
  Should you have any questions, please also feel free to contact us at **************. Hours of Operation. Monday-Friday from 8:00 a.m. -5:00p.m. CT.  When loans are sold to a mortgage servicer, there is no contract signed by you.   The loan is serviced according to the original terms of the Mortgage and NOTE. Upon transfer, the mortgagor is notified of the transfer of Servicing rights.  We can send you copies of the notice of the transfer from the mortgage file once we are able to identify your records upon you providing the requested documentation.    We look forward to hearing from you.       

• Initial Complaint

  Date:10/09/2024

  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.

  This business is the WORST mortgage company I have EVER came in contact with. While struggling as a single mother during inflation they continued to harrass me and ask me why I am not making my payments on time while trying to see if we could do a loan modification or anything to help my situation their agents would prefer to judge my situation. Now that I have surrendered my home they continue to send me certified letters trying to get me to pay them more money and are hitting my credit report when they are not allowed to do so since I am in a chapter 13! They need to realize how C*** of a company they are and stop trying to ruin peoples lives. Take your pst due payments OFF MY CREDIT seeing as I DONT OWE YOU A DIME!

  Business Response

  Date: 10/11/2024

  ServiSolutions has completed a thorough review of your mortgage loan. The role of a mortgage servicer is to service the loan in accordance with your signed Mortgage and Note and in accordance with investor guidelines. The mortgage servicer roles also include the paying of taxes and insurance, processing mortgage payments,handling bankruptcy when applicable, loss mitigations and ultimately Foreclosure when necessary. While you were in the Chapter 13 Bankruptcy followed bankruptcy servicing guidelines. However, when the property was surrendered by you, the Chapter 13 ended. Foreclosure proceedings have begun. Therefore, credit will now report accurately.   ServiSolutions will not remove any derogatory credit resulting from the active Foreclosure. 

• Initial Complaint

  Date:06/28/2024

  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.

  This mortgage company would not send my monthly bills i called they always said go online and register and pay online i did that and now there site is not loading up what do i need to do now drive my bill from tuscaloosa to ********** and do there job for them

• Initial Complaint

  Date:04/19/2024

  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.

  4/19/2024 House payment attempted to be made. They kicked it back and charged a fee. Will bot waive fee. Have bank proof that they never attempted to draw the account. This is the 3rd attempt. February and March also. They did not contact us at 30 days or 60 days which may possibly be illegal due to mortgage laws. Still had fees. Hit my credit and will not undue even though we made the payments over phone.

  Business Response

  Date: 04/19/2024

  ServiSolutions has completed a review of your account.   Our records indicate that your February, March and April 2024 payments have been returned due to non-sufficient funds.  It is your bank that provides notification to ServiSolutions of non siffiecient funds. It is the responsibility of the borrower to make sure that sufficient are available when making payments. We must refer you to your bank for questions regarding this matter.   Because there have been two or more payments returned for non-sufficient funds, ServiSolutions has now placed your account on certified funds for one year.  Certified funds are a cashier check, money order and or Western Union.  When remitting a cashier's check and or money order, please send to the following address:     

  ServiSolutions  a div of AHFA

  Attention Payment Processing 

  P.O. Box 242928

  Montgomery AL 36124-2928

   

  Western Union charges a fee. Our Code  City  name is:  is ServiSolutions State code AL 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21599331
  
  I am rejecting this response because: Your employee stated they didn't understand why the payment was rejected. Even specified that they tried the other account we used. Both accounts have the funds. Something is wrong with your system. As stated before. The bank shows no attempt at withdrawal on your part, if you did try then there would be record of rejection. Thank you.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/27/2024

  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.

  I set up payment for my mortgage on their app and then got a new debit card so when I changed it over it still charged the old card. It was no big deal as I thought I had forgotten to save it. I then re added the card for payment but then the second time they charged the same old card which caused the payment to bounce and cost return fees and penalties. I have receipts from where I have saved and paid with this card the first time this happened but now I am unable to pay online and have late fees and return fees

  Business Response

  Date: 03/27/2024

  Thank you for the opportunity to review your account by phone. As stated ServiSolutions does not accept debit cards as a form of a mortgage payment.  Our records indicated that you used a routing and Bank Account number for the last three payment transactions.  Unfortunately, all three payments were returned for non-sufficient funds.   Only borrowers can manage their online banking information. You stated that you were in the process of changing banking information from a single to

  joint account.   There is no indication that you made a payment using different bank account.  It is our practice to place the account on certified funds when more than two non-sufficient transaction have occurred. I have removed the certified funds   requirement for now.  However, if there is one more non-sufficient transaction, the account will be placed on certified funds for one year.