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:09/15/2025

  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.

  Summary of Complaint:On September 11, 2025, I called my mortgage company to request an application for mortgage assistance. The representative I spoke with confirmed she would send the application both by email and through the ****, since I needed to provide wet signatures and do not have access to a printer. During this call, I also informed her that I would be traveling internationally from September 1623, and that it was urgent I complete and return the paperwork prior to my departure in order to avoid a late fee and ensure I did not appear negligent in making timely *********** of September 15, I had not received anything by email or mail. When I called to follow up, a different representative told me they could not provide any information about my September 11 call, nor explain why the application had not been sent. I was further told that there was nothing I could do to avoid a late fee the following day (September 16), even though I could have completed the application in a timely manner had it been sent as promised.I expressed that this was unfair, but the representative maintained there was nothing she could do. She advised me to contact the loss mitigation department, but then refused to provide me with their direct phone number, stating that I could not reach them until I had already been approved for a program an illogical requirement that prevents me from addressing my situation before additional penalties accrue.Why This is a ******************* failed to send the application as promised, despite my urgent timeline.I was misled into believing I would have the necessary documents in time to complete them.The company is now attempting to hold me responsible for a late fee that I could have avoided had they fulfilled their obligation.Representatives have refused accountability, transparency, or reasonable assistance.Resolution Requested:Waive any late fee incurred as a result of the companys delay.

  

  Business Response

  Date: 09/19/2025

  ServiceMac, LLC (ServiceMac) has received the consumers complaint, and this message serves as written confirmation that we have received your complaint. On September 17, 2025, we attempted an outreach call to the consumer and left a voice mail message and on the same day, we also sent via email due to the consumer being expected to be traveling. On September *******, we received a reply to our email to confirm we have assigned a Customer Advocacy Specialist has been assigned to the case and will conduct a thorough review to ensure your concerns are addressed appropriately.

  For clarification, we cannot immediately email the loss mitigation application as the application must be printed for mailing and then it will be made available through our document imaging system to email. The process can take up to three business days from the request date, which is the purpose for utilizing the ************************** to immediately complete an application and upload supporting documentation.  Please note the application requires your physical signature on the document(s).

  In the interim time, we encourage the consumer to remain in contact with their assigned Customer Advocacy Specialist for updates.  We will review the call(s) to ensure we the customer experience was handled appropriately. You may reach the specialist directly via email at ******************************************************************.

  
  

• Initial Complaint

  Date:09/10/2025

  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.

  Failute to Respond to Customer Information Request

  

  Business Response

  Date: 09/16/2025

  ServiceMac,LLC (ServiceMac) has received the consumers complaint, and this message serves as written confirmation that we have received your complaint. On September *******, we spoke with the consumer to gain additional clarity regarding their concerns. A Customer Advocacy Specialist has been assigned to your case and will conduct a thorough review to ensure your concerns are addressed appropriately. Once our research is complete, we will provide a response letter via email to communicate our findings and resolution. In the meantime, we encourage you to remain in contact with your assigned Customer Advocacy Specialist for updates or to share any new information. You may reach the specialist directly by email at **************************************

  Customer Answer

  Date: 09/19/2025

   
  I am rejecting this response because: I have not heard from ServiceMac. It has been approximately a month since my first phone communication with them and I have followed up with the customer service agents at least 7 times via phone and approximately 4 times via email through their customer service portal to no avail. A *** from ServiceMac did follow up with me after I filed the BBB complaint and its critically sad that I had to file a BBB complaint to get their attention. 
  
  

  

  Business Response

  Date: 09/19/2025

  As previously mentioned, a Customer Advocacy Specialist has been assigned to your case and spoke with you on September 12, 2025, to clarify questions regarding the Customer Account Activity statement. Our team is continuing its research to ensure we provide a complete and accurate response to your concerns. While we complete this process, you may refer to your most recent billing statement, which was generated prior to the servicing transfer.This document will confirm there are no fees on your account and show the correct unpaid principal balance. Please be assured at the conclusion of our research, we provide a response letter via email with a thorough summary of our research for your records. If you have further questions, please reach out directly to your assigned Customer Advocacy Specialist at ******************************************************************.
  

• Initial Complaint

  Date:09/04/2025

  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 been receiving conflicting information regarding a loan assistance package submitted to service Mac since August 11th. My father and co-signer who has never provided payments nor does he live at the residence has yet to be removed from the loan even though his bankruptcy attorney sent emails to movement mortgage regarding this matter. I am still being asked for my co-signer to provide a ******* who should not even be listed on my loan anymore after three years of making the payments myself. They consistently decline documentation I provide even though through phone calls I get explicit instructions on what to provide, and when its provided its marked as missing documentation after review. I have been given this runaround for a month now and my home now will have foreclosure processes beginning tomorrow though they will be suspended once my documents are approved for the underwriters. However this has yet to happen as the miscommunication for whoever is reviewing my documents is not in contact with movement mortgage and therefore pushing the days out further and further even though Im providing what is asked for. I would like my documents processed and assistance package approved as I had lost my job due to government hiring freezes and my contract lapsing. I am employed with a new job and willing to provide any information as needed but Im just given the run around by these people.

  

  Business Response

  Date: 09/05/2025

  ServiceMac,LLC (ServiceMac) has received the consumers complaint, and this message serves as written confirmation of receipt.  We spoke with the consumer on September 5, 2025, to fully discuss their concerns in more detail.  We need additional time to research the concerns outlined in the complaint to ensure we provide a thorough and comprehensive response.  Once we have completed the research, we will provide a response letter via email.  In the interim time, please contact your assigned Customer Advocacy Specialist at ******************************************************************.

   

• Initial Complaint

  Date:09/03/2025

  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.

  Servicemac misapplied my May mortgage payment. My September stmt continues to show I am behind one month. I have called them numerous times and provided documentation. As of September this has not been corrected.

  

  Business Response

  Date: 09/05/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and this message serves as written confirmation of receipt.  A Customer Advocacy Specialist was assigned to their case.  Our Specialist attempted to contact you via phone today and regrettably; we were unable to connect with you and left a message.  We also received a regulatory complaint from you.  We understand the concern outlined in your complaint and currently completing the necessary research to provide a thorough and comprehensive response. We provide a response letter via email upon completion of our research.  In the interim, we request you communicate directly with your Customer Advocacy Specialist via email at ******************************************************************.  

  Customer Answer

  Date: 09/05/2025

   
  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:09/03/2025

  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.

  Since the last week of August, I am unable to sign in to ServiceMac. The error code says "Sorry, something happened.Please try again at a later time." with the error code: ErrorCode: SDW-FLOGIN-21107.After attempting numerous time on different dates, I am still having this issue.

  

  Business Response

  Date: 09/03/2025

  ServiceMac, LLC (ServiceMac) has received your complaint, and this message serves as written confirmation of receipt. We are glad that we had the opportunity to speak with the consumer today, September 3rd, to confirm the correct the correct website to utilize.  During our conversation with the consumer, we provided the correct website, and the consumer was successful with accessing the website to obtain their account information. We will send a resolution letter via email to provide closure to the concerns. In the interim, if there are questions - we encourage the consumer to contact us at **************************************

• Initial Complaint

  Date:08/29/2025

  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.

  You need to get your automated customer service line fixed asap, or put actual human beings on the phone. I've made at least 8 different phone calls towards your service line and your designed answering robot continues to mess up my information and glitch out. If you people are getting paid for this then I would much rather speak with one then some AI generated robot. If my bank decides to tell me that I'm late on my payment I'll gladly send them your service number and let them figure out why themselves. It's beyond frustrating and at this point unbearable. I had no say in which mortgage company I would be transferred to and unfortunately I was designated yours.

  

  Business Response

  Date: 09/04/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint, and this message serves as written confirmation of receipt. On September 3, 2025, we attempted to contact the consumer via phone and regrettably, we were unable to connect, and a message was left for a return call. Additionally, we also sent an email on the same date, if the preference is to communication via email. We encourage the consumer to speak with their assigned Customer Advocacy Specialist so we can further understand the concerns outlined in the complaint about contacting us. In the interim time, the consumer may contact their Specialist at **************************************

• Initial Complaint

  Date:08/14/2025

  Type:Order 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.

  On 08/01/2025 I closed on a new house and my old mortgage with service mac was paid off and funds were wired directly to them. For some reason sans the weekend it took close to a week for the payoff to post and close the mortgage as paid. While we waiting for account to be closed it was reported to the credit bureau with a balance and that there was still a payment due for the next month. Now my new mortgage is reporting on my credit and it looks like I have two mortgages which I don't I tried to call to get the credit report updated and the **** said they had no idea to go about that. I tried to dispute but its taking too long and I'm about to lose out on my home improvement loan interest. Can you please provide a paid off letter and correct the information on my credit report to show this account is closed and paid off.

  

  Business Response

  Date: 08/20/2025

  ServiceMac,LLC (ServiceMac) has received your complaint, and this message serves as written confirmation of receipt.  We spoke with the consumer on August 20, 2025,and confirmed a paid-in-full letter was received and explained the credit reporting detail.  We will send a resolution letter to provide closure to the concerns, and the letter will be sent via email.If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist at ******************************************************************.
  

  Customer Answer

  Date: 08/20/2025

   
  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:07/31/2025

  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.

  On January 1, 2025 my loan was transferred to and is currently being managed by ServiceMac, LLC. ServiceMac's online systems makes it impossible to access and manage my mortgage. It is an issue they have had since before my loan was transferred to them and I raised the issue back in March 2025. Essentially when you create an account to then access your mortgage, you are then prompted to sign into your account with the credentials you just provided, however, somehow none of the information input is correct. It is an issue with their internal server, encryption, and storage of user information and passwords. If you call their customer service line, you will get a runaround for a while until they are able to get you logged in after many attempts. Yet, a few weeks later, the password fails and the process starts again.This is a perpetual loop with no end. Their password management software/code does not work and they are essentially locking people out of being able to access their account (i.e., the only way to access/manage your loan held by them). Therefore, innocent property owners are unable to make additional payments etc., which inadvertently allow ServiceMac to capitalize and profit on interest payments for higher principal loans due to users being unable to access and manage their loans (e.g., make extra payments on principal). This should be illegal and unethical. Their online management software is flawed, and ServiceMac appears to have made no attempt to remedy the issue for their users. Furthermore, the failure to rectify these issues which do not allow users access to manage their loans raises larger questions as to their reliability with the management of sensitive information user's provide when creating accounts to manage their loan, and the sensitive and personal user information the company already has from acquiring the loans.

  

  Business Response

  Date: 08/06/2025

  ServiceMac,LLC (ServiceMac) has received your complaint and this message serves as written confirmation of receipt. A Customer Advocacy Specialist was assigned you review your concerns and attempted to contact you on August 4th and August 5th.  Regrettably, we were unable to connect with you on either date and we utilized the phone number provided within the complaint.
  
  For clarification, we received your concerns in March 2025 and attempted to contact you to resolve your concerns, again at the same phone number provided in this complaint.  The outreach attempts were completed on March 24th and March 25th and we left voice mail messages.  We did not receive a return call. Additionally, you mentioned attempts to contact **************** and we show no interaction with you in the last 90 days.
  
  We encourage you to speak with our Customer Advocacy Specialist to ensure we can provide any recommendations and/or troubleshooting for your password and are looking forward to speaking with you.
  
  ServiceMac respectfully denies the concerns about able to manage your account through the online portal/website and this is why it is important to speak with you to understand your experience with the online portal/website.  We will provide a formal response to concerns, and it will be sent via email. In the interim, you may email your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 08/08/2025

  I am rejecting this response because:
  I was not contacted by ServiceMac, LLC (ServiceMac) on August 4th or August 5th. I received no phone calls from anyone indicating they were affiliated with ServiceMac, and no voicemails were left.

  Regarding my initial March issue and interaction. I was able to communicate with the ServiceMac team, and my issue was temporarily resolved as I stated in my initial complaint. Your statement of "We did not receive a return call" in reference to the March 2025 issue is false. As I was in communication with your team and my issue was resolved (temporarily). This makes it clear your team does not have an accurate account of which customer issues you have and have not received and/or resolved. 

  Regarding your claim, "Additionally, you mentioned attempts to contact ***************** and we show no interaction with you in the last 90 days". You are correct in that I have not attempted to contact **************** within the last 90 days. However, if you read my initial complaint, it should be clear my "attempts to contact ****************" were regarding the March 2025 issue, not issues within the last 90 days. Furthermore, if you read my initial complaint, it should be clear I was in contact with your **************** team and that my main reasoning for raising this complaint is that, though I made known the issue regarding your password management software and password reset procedures, which are flawed. This flaw in your system needs to be fixed. I find it fruitless to have your **************** team assist me in getting my password reset, only for it to stop working within a few weeks again. I should not have to reach out to your **************** team each time I want to log into my account, but that is what is required since your system is flawed.

  Therefore, I respectfully deny your response to my complaint.

  

  Business Response

  Date: 08/08/2025

  ServiceMac, LLC (ServiceMac) did attempt to contact you on both August 4th and August 5th at the phone number provided in your complaint, however, there was an automated message and then the call disconnects without being able to leave a voice mail message. For clarification, the March experience was referenced as we were concerned about your prior experience and completed the additional follow-up call attempts. As previously stated, we encourage you to speak and/or email with your assigned Customer Advocacy Specialist to allow us the opportunity to troubleshoot your concerns and will provide a formal response to your concerns via email.  

  Customer Answer

  Date: 08/08/2025

  I will look forward to an email from the **************** *** assigned to this case.
  

  

  Business Response

  Date: 08/12/2025

  ServiceMac has sent an email from the assigned Customer Advocacy Specialist to further communicate with you regarding your website access. We encourage you to respond to the email with the additional detail.  

• Initial Complaint

  Date:07/31/2025

  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 am writing to formally file a complaint against ServiceMac regarding their mishandling of my mortgage account and their failure to provide timely customer service, which has resulted in significant financial hardship for my family.Due to the government hiring freeze earlier this year, I lost my job and requested that ServiceMac relinquish three months of late fees so that I could get back on track financially. Despite my mortgage now being paid up to date, ServiceMac continues to insist on collecting these late fees, showing no consideration for the documented circumstances that led to the initial delinquency.Additionally, my assigned case manager has been attempting to secure ***** funding from Tarrant County to cover the past due mortgage payment and associated fees. She has been emailing ServiceMac since July 8, 2025, simply requesting confirmation that ServiceMac will accept third-party payments. However, ServiceMac has failed to respond to her inquiries. Their lack of communication has directly caused my ***** application to remain pending, which means I will now be responsible for four months of late fees that could have been avoided entirely.ServiceMacs customer communication practices are unacceptable. Their online portal does not have an inbox for secure communication, leaving customers at the mercy of email response times that can take three weeks or more. This delay has caused extreme stress and financial strain for my family during an already challenging time.I am requesting that the Better Business Bureau investigate ServiceMacs handling of customer communications, particularly regarding urgent cases such as *****-funded mortgage assistance, and hold them accountable for the financial and emotional hardship they are causing customers like myself.Thank you for your attention to this matter.

  

  Business Response

  Date: 08/06/2025

  ServiceMac,LLC (ServiceMac) has received your complaint, and this message serves as written confirmation of receipt. A Customer Advocacy Specialist was assigned to review your concerns and they spoke with you on August 5, 2025. 
  
  We are sorry to hear of your hardship and there are options available for your financial situation.Additionally, we work with third party agencies, specifically government entities,with the appropriate authorization for the completion of the financial assistance voucher(s) and/or forms.  For clarification, ServiceMac has not assessed any late fees as your loan just transferred on June 3, 2025, and there is late fee and credit reporting suppression for 60 days following the servicing transfer. Please be assured we will review your customer experience.
  
  We will provide a formal response via email upon the completion of our research and review.  If you have questions in the interim time, we encourage you to contact your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 08/07/2025

   
  I am rejecting this response because:

  I have been actively seeking assistance since July 8th, and despite repeated outreach, both my July and August mortgage payments are now late. These delays have occurred while my loan has been serviced by ServiceMac, and they will result in late fees and negative credit reportingpenalties I should not be facing given the circumstances.
  I was approved for mortgage assistance through the City of ********** Neighborhood Services & Community Action Partners Program. However, the process of getting the required documents to your escalation department has been unnecessarily difficult and frustrating. We are now over 30 days into this process, and ServiceMac has yet to complete and return the necessary paperwork. Additionally, your company must register as a vendor with the city in order for the funds to be disbursed, and that step has also not been completed.

  Throughout this ordeal, Ive been unable to obtain a direct point of contact. Ive spoken with multiple customer service agents, opened two separate escalations, and still have not received confirmation that the documents sent last week were processed or completed.

  I feel like Im being penalized during one of the most vulnerable times in my life, and the lack of responsiveness and accountability is deeply distressing. I am requesting immediate action to resolve this matter, complete the required documentation, and ensure no further harm is done to my credit or financial standing due to delays that are entirely within your control.
  

  My case manager **** ****** has been working really hard with no response from Service Mac. Her contact information is Office: ************
  ********************************************************** for additonal assistance. 
  
  

  
  

  

  Business Response

  Date: 08/08/2025

  ServiceMac is committed to assisting to our customers when there is a financial *********** previously communicated, we will review your customer experience and provide a formal response via email upon the completion our research and review. We have confirmed the forms were from the city were received on August 1, 2025, and are in process of reviewing.  We understand the time sensitivity of your hardship.  If you have questions, you may contact your assigned Customer Advocacy Specialist at support@*****************************.
  

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:

  
  My case worker has made it clear that the required documentation must be submitted today, Monday, August 11th, and without it, there is a high probability that I will lose access to this essential financial support. This situation is not only stressfulits unjust. As a client, I should not be penalized for the slow turnaround and lack of responsiveness from your team. I am writing to formally express my deep concern and disappointment regarding the lack of timely response and support in processing my documentation request, which I initiated on July 8th, 2025. Despite multiple follow-ups, I have yet to receive the necessary documents, and this delay is now putting critical funding at risk.

  Being laid off from my position was beyond my control. Seeking assistance through an organization was a responsible step I took to stabilize my situation. However, the continued delays and lack of accountability have made an already difficult reality even harsher. I am now facing the possibility of losing vital funding due to circumstances that should have been easily avoidable with proper service and communication.

  I urge you to escalate this matter immediately and provide the required documentation without further delay. I am counting on your team to act swiftly and responsibly to prevent irreversible harm.

  
  

  

  Business Response

  Date: 08/20/2025

  ServiceMac remains committed to reviewing the information for the financial assistance.  We will follow-up separately with the consumer upon completion of our review.  

• Initial Complaint

  Date:07/22/2025

  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.

  My fiance and I closed on a 1x construction to permanent home loan with ************* on 6-6-25. We rolled a lot of costs into our loan including an interest reserve allocation to cover the interest accrual during the construction phase. Fast forward to (almost) 2 months, ServiceMac LLC claims they have no record of our interest reserve account and is demanding an interest payment in the amount of $878.99 by 08-01-2025. I have submitted documents, contacted support, and opened a case with the supervisors over their construction department. I have paperwork showing our interest reserve funds in the amount of $5,741.20 according to our Construction Master Budget documents. This company has failed to contact us in any way other than automated emails regarding my inquiry. This payment shows due in less than 10 days. I want this issue fixed, ASAP. I will not be making this payment as I have already financed our interest costs, it is included IN THE LOAN amount. The miscommunication between CalCon Mutual and ServiceMac is not my problem. I have documentation and a valid contract stating our terms. I expect this issue to be fixed without any late payments on my account or credit before the 1st of August 2025.

  

  Business Response

  Date: 07/25/2025

  ServiceMac,LLC (ServiceMac) has received your complaint, and this message serves as written confirmation of its receipt. A Customer Advocacy Specialist was assigned to review your concerns and attempted contact with you on July 23rd and July 24, 2025. Regrettably the primary borrower referred us to speak with the other borrower, we attempted to contact the co-borrower and were not successful. Additionally,we also sent an email to acknowledge receipt of the complaint and to discuss their concerns in more detail.
  
  While an interest reserve account may cover monthly payments, billing statements are still issued for transparency and recordkeeping. This process is typically explained during loan origination and again at the start of the construction phase. Our understanding is your originating lender provided this information during origination as well as discussed with you as the initial construction phase started.  We encourage you to contact your assigned Customer Advocacy Specialist to discuss in more detail and we will also provide a resolution via email within 10 business days. 
  
  If you have questions in the interim time, please contact your assigned Customer Advocacy Specialist at ******************************************************************