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: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 However, the original payment is being withdrawn.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]. 

• Initial Complaint

  Date:10/01/2024

  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.

  am needing someone to call me back from your leadership in the Loss Mitigation in reference to a call I had with *** ******** /SS6 on 9/25/24.******** has totally placed erroneous info in her notes and does not reflect everything discussed during the call. In addition she cancelled my installment agreement for September and told me that it would begin in October. Then she stated that she would place it back on my account after speaking to her supervisor. Then there was a disc***ancy on how much she stated that I would owe. Also, ******** ensured me a returned call, which never happened.On today, I spoke with an ****** in the Loss ******** and she does not even see a record of a request for a call back. Therefore, she created one on today. Ive been trying to address the installment plan since 9/25 and I feel like time lapse has prevented me from rectifying my account and will cause my installment agreement to expire. ****** did not provide any assistance as I was trying to make her abreast of everything that transpired on the call on 9/25. She basically said she would have to set me up for another call back. I was pleading to speak to a supervisor since Id been waiting since 9/25. I believe what ****** was reading from the notes and cancelled then added back installment agreement by ******** has called a great deal of confusion. Also, I believe that ******** canceling and then adding my installment agreement makes it look like a broken installment agreement and that is not the case. I was slightly impacted by hurricane ******** and Im just trying to begin making payments in October to get back track with my loan. Please call! I need to speak with someone in management with the Loss Mit team!Note:On 9/30, a *** by the name of ******** canceled my installment agreement And said I needed to call on 10/1 to get on a forbearance plan. I am not sure what that entails.I need assistance by a member of leadership.

  

  Business Response

  Date: 10/02/2024

  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 2, 2024, we spoke with the customer to review their concerns in more details. From our conversation, we understand the solution provided to you on October 1, 2024, will provide the needed assistance. We need to complete additional research, including the review of the phone calls. Once the research has been completed, we will provide a response via letter to the customer. In the interim time, the customer may contact their assigned Customer Advocacy Specialist at ******************************************************************. 

• Initial Complaint

  Date:09/28/2024

  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 have been shut out of my account repeatedly and cannot log in, or register. It says I do not exist after entering all my information.

  

  Business Response

  Date: 10/03/2024

  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 30, 2024, we spoke with the customer to provide the correct website to utilize and confirmed the customer was able to access the website during the call.  If there any additional questions in the interim time, please contact the assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:09/15/2024

  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 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

  Date: 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

  Date:09/11/2024

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 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

  Date:09/11/2024

  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.

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

  

  Business Response

  Date: 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

  Date:08/27/2024

  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 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

  Date: 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

  Date:08/26/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:08/20/2024

  Type:Delivery 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'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

  Date: 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

  Date:08/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.