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:04/19/2024

  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.     

• Initial Complaint

  Date:01/25/2024

  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.

  We simply are trying to reach this company to bring our account current. They have false operating hours posted on thier website. We have been trying to reach them for days *** this is not the first time. Our home can go into foreclosure and we are helpless because this company will not return our emails or pick up the phone. On top of not giving customer service they are charging late fees and we are trying to bring our account current. It just that this mortgage company is predatory.

  Business Response

  Date: 01/25/2024

  Good morning.  ServiSolutions strives to provide quality customer service. We have received several email correspondences from you and your wife on this morning in which we have responded accordingly.  As stated on our website, the hours of operation are Monday-Friday 8:00 a.m. - 5:00 p.m. Central Time.  According to our records, the property is in the ***********************, therefore there is a one-hour time difference. Your attempts to contact us this morning was prior to the opening of our office.   We have also attempted to contact you by phone and letter to help you cure the delinquency.  Thank you for providing your updated telephone numbers on this morning to our Loan Counseling team. The loan counselors have made payment arrangements with you to bring the loan current by the end of the month.  Please let us know if we can be of any further assistance.    
  

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21197019
  
  I am rejecting this response because:
  I received contradicting information in reference to my payment which caused fees. I would like to know why this happened. 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/29/2024

  ServiSolutions has responded to you accordingly with regards to the business hours which are properly listed on the website. Hours of Operation Monday-Friday 8:00 a.m.-5:00 p.m. CT   In accordance with the terms and conditions of your Note, payments are due on the 1st of the month. Late charges are assessed if payments are not in the office by 16th of each month.    On January 25, ****, ServiSolutions received funds in the amount of $1,859.62. At the time of receipt, your mortgage account was past due for both your December 2023 and January **** mortgage payments. The late charges we accurately assessed. Your mortgage is currently due for the February 1, ****, mortgage payment. To ensure that you are not assessed any additional fees, please be sure to make the payment no later than February 16, ****.      

   

• Initial Complaint

  Date:08/22/2023

  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.

  We have 2 house loans through servisolutions. Yes we are behind on account 53, but current on account 54. I sent 2 separate cashier checks , one for each account, for the August payment. They have on their own will put all funds from both checks towards account 53 which now makes account 54 delinquent and have late fees. They say they cannot change where the monies go to correct the issue. I have to send more money to account 54 to make it current when I already sent the payment

  Business Response

  Date: 09/06/2023

  Thank you for the opportunity to respond to your request.  Our records indicate that you have spoken with the supervisor of our collections department Ms.  ************* and she was able to resolve your matter. Both accounts are reflecting current. Should you have any further concerns, please contact our office at **************.

  Hours of Operation Monday-Friday 8:00 a.m.-5:00 p.m.   

   

• Initial Complaint

  Date:04/17/2023

  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.

  SERVISOLUTIONS - 482201********Date Opened: 05/09/2019 Balance: $213,636.00 I noticed I had late payments from **************** on my credit report. During these months I did not receive anything stating I was late. As you can see,majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  Business Response

  Date: 05/12/2023

  Thank you for your recent inquiry. You have not specified dates for your request regarding the credit reporting. ServiSolutions sends billing statements after each payment is made. In accordance with your Note and Mortgage, payments are due on the first of each month and are delinquent if not received by the 16th of each month. Adverse reporting is remitted to the credit repositories if payments are made over 30 days late. On the 16th, ServiSolutions issues an additional late charge billing statement if payments have not been received.  For easy account management, you may also register your account online at **************.  Statements are available online under View My Documents- Billing.  We will be glad to provide you copies of billing statements when additional information is provided and or you may view them online.  Please indicate a specific date in reference.  You may also contact ** at **************. Hours of Operation are **************. The most recent adverse reporting was on 08/05/2022 as your July payment was not made until 08/22/22.    I have attached that statement for your records. 

• Initial Complaint

  Date:04/17/2023

  Type:Product 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.

  We received notice on 4/7/2023 that our mortgage payment was returned to ** for the month of March - paid initially on 4/1 - and that we would need to repay it. After calling one of the very rude customer service agents they informed ** that we would have to send it by cashiers check through the mail. We went the same day and sent the money to the mortgage group. The tracking on the check said that it was delivered on 4/10/2023 and we are still receiving calls that they have not received it. We also had to pay an extra $65 on top of our mortgage return to have it reprocessed. We called once again and were assisted by another very rude agent who also stated that they hadnt received it. We are now on the last day, 5 days after our check was said to have arrived, of the grace ****** from our original dispute and will now face late fees and it will obviously affect our credit if it is deemed as a late payment. We are 20 and 21 years old and are going through our first housing and *******************. We knew our original lender, Atlantic Bay Mortgage would sell our loan, but this l mortgage company is disrespectful and are not helpful at all in our time of urgency.

  Business Response

  Date: 05/12/2023

  ServiSolutions strives to provide quality customer service. When a payment has been initially returned for non-sufficient funds on one or more occasions, certified funds are required. It appears that were able to locate your missing payment and resolve your stated issue as of 04/17/23. The checks that your remitted unfortunately did not contain your loan number and was erroneously misapplied. We have since posted the payment and your account is current and in good standing. Our employees should always conduct themselves in a professional manner.  We sincerely apologize for your experience and any inconvenience that this matter may have caused. We value you as a customer. Should you have any other concerns regarding this matter, please contact our office at **************. Hours of Operation 8:00a.m. -5:00p.m. 

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair 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 set up a "promise to pay" on the ServiSolutions website for my December 2022 mortgage payment. Unbeknownst to me, setting up a "promise to pay" did not stop ServiSolutions from reporting my payment as "30 days past due" to the credit bureau. Not only was my account reported to the credit bureau as past due, but I was still assessed a late fee. There is absolutely no benefit to the consumer to even have this option available nor is there any disclaimer in setting up this option that your account is still going to be reported as past due. To reiterate, in setting up the promise to pay it was never disclosed that this would still be reported as past due, or I would not have done it! ServiSolutions negligently and fraudulently misrepresented any benefit in setting up a promise to pay. The reporting of my account as 30 days past due is inaccurate and I would like it removed immediately. I would have paid my amount due if ServiSolutions accurately represented their payment options and/or the consequence of not doing so.