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: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 ******************************************************************
  
  

• Initial Complaint

  Date:07/11/2025

  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 am seeking reimbursement and resolution for the stress and time lost due to ServiceMac LLCs mishandling of my mortgage account, despite my payments being made on time.On April 22, May 26, and June 26, I received collection threat letters from ServiceMac claiming my mortgage payments were missing. All payments were submitted on time via online banking.On July 7, I called ServiceMac. The first *** said no payments were received and placed me on hold multiple times before the call dropped after nearly an hour with no follow-up.I called back and spoke to another *** who gave a different outstanding balance but couldnt explain it. She put me on hold to check with management; that call also dropped.On my third call, a *** confirmed payments were on record but couldnt explain the notices. She told me to upload proof to the portal, but no upload option exists. She then said to email it with no confirmation or follow-up. That call also dropped.I confirmed with my bank that payments were deposited to ServiceMacs account.On my fourth call, a rude *** interrupted me and falsely said my June payment wasnt received. She told me again to upload proof, then to email it, offering no assistance. This call lasted over an hour.On July 10, a *** said I owed over $12,000. I explained it was an accounting error and that I had already sent proof. She said a manager was unavailable and someone would contact me. I still havent heard back.This has caused significant stress due to ServiceMacs negligence. As a ********* Veteran, I expect to be treated with respectnot dismissed or forced to fix their errors.I request written confirmation that my account is current, no negative credit ***orting has occurred, and compensation for the stress and time lost.

  

  Business Response

  Date: 07/16/2025

  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 spoke with you on July 16, 2025. During the conversation, we confirmed the resolution of the missing payment dated June 2, 2025, which was received on June 9, 2025. The payment was made via your ***** **** payment service. However, the check referenced an 11-digit loan number instead of the correct 10-digit loan number. As a result, only the first 10 digits were used to process the payment, leading to a misapplication of funds. To prevent future issues, we encourage you to update your ***** **** payment settings to reflect the correct 10-digit loan number. We are currently reviewing your customer experience and will include supporting documentation of your payment history and billing statement in our resolution letter, which will confirm the payment due date and formally close your complaint. We sincerely appreciate your military service and are proud to serve the loans of U.S. Veterans.
  
  If you have any questions in the meantime, please contact your assigned Customer Advocacy Specialist at ******************************************************************.

• Initial Complaint

  Date:07/10/2025

  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.

  Extremely ********************* and Ongoing Issues with Recasting My Loan I have had a consistently frustrating and unprofessional experience with ServiceMac Mortgage Company over the past several months. For the last three months, I have been trying to complete a loan recast, and the process has been nothing short of a nightmare.Initially, I worked with a representative who accepted my payment but never completed the recast. I had to call back multiple times, spending hours on the phone to finally get the issue resolved. Now that I am trying to recast my loan again, I am facing the same confusion and disorganization.Every representative and supervisor I speak with seems to give a different set of proceduresnone of which are consistent or reliable. Ive been given six different instructions so far, and no one can provide a guaranteed, official process. This is unacceptable, especially when dealing with something as important as a ************************* make matters worse, when Ive expressed the urgency of the matter and said I would remain on the line until I received proper help, the representatives have hung up on me. This level of customer service is completely unprofessional.Supervisors sound as if theyre working remotely without access to accurate tools or training. The customer service team lacks knowledge and accountability, making the process even more frustrating.All I want is a clear, verified method to complete a recastnot months of confusion and dismissive treatment. I urge Service Mac to review its internal procedures and customer service practices. This level of service is unacceptable for a financial institution handling peoples homes and futures.

  

  Business Response

  Date: 07/17/2025

  ServiceMac,LLC (ServiceMac) has received the consumers complaint and please accept this response as written confirmation of receipt.
  
  A Customer Advocacy Specialist has been assigned to your case and spoke with you on July 16, 2025. Unfortunately, the phone connection was poor, and it was mutually agreed to reconnect on Friday, July 18th at your preferred time. We will review the customer experience as you outlined in the complaint. Regarding your request for a mortgage recast, please note that the process remains the same as with your previous recasts: you will need to complete the application,pay the recast fee, and make the required principal payment to be reviewed. Full instructions are included in the recast application. If you have questions in the interim time, please contact your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 07/18/2025

   
  I am rejecting this response because:

   

  I received from Service Mac regarding my initial complaint. Unfortunately, their response does not address or resolve any of the concerns I outlined. I have contacted Service Mac multiple times regarding a mortgage recast, with calls placed on June 23 (three times), July 7 (twice), July 9, July 10 (four times), and July 16, all without meaningful resolution.
  The phone callsmany of which should be recorded by Service Macdemonstrate a consistent pattern of misinformation, poor training, and customer service failures. Representatives often provided incorrect instructions, transferred me repeatedly, and failed to follow up, which delayed my recast process. Each time I called, I was told different things, and no one seemed familiar with the documentation or process required. It is unacceptable that I was told the necessary documents were the "same" as before when recast documentation must be updated for each request and cannot be reused.
  Previously, a substantial payment I submitted for a recast was not applied to my loan, and there was no clear resolution provided. I have just completed another recast submission, yet it still does not appear to be reflected in my account. I am left asking again: Where is my money, and why hasnt it been applied?
  To make matters worse, I recently received a late payment alert and was charged a feedespite having enrolled in autopay. It now appears this may not have been properly processed either, likely due to more misinformation from Service Mac.

  Additional Information from Consumer:

  Recast Request Mishandled Request for Resolution and Compensation To Whom It May Concern,This is my second attempt to recast my mortgage loan with Service Mac LLC, and once again, the process has been extremely frustrating and mishandled.On June 30, 2025, I submitted a request to recast my loan and wired $63,000 to Service Mac LLC. Although the paperwork originally stated I would send $75,000, I confirmed with a Service Mac representative that the lower amount was acceptable and no resubmission would be necessary. Unfortunately, as of today, July 21, 2025, there has been no resolution.This same issue occurred the last time I attempted to recast, when my funds were left in limbo for three weeks before someone at Service Mac LLC finally processed my request. Now, history is repeating itself. I have made numerous calls to customer service on July 7 (twice), July 9, July 10 (four times), July 16, July 18, and July 21 yet Ive received no meaningful updates or progress.Ive been told that my case is being handled by ***** ***** in the *************************** ******************************************** but despite repeated follow-ups, there has still been no action taken. My money has been held for nearly a month with no resolution, no recast document, and no interest paid.I am demanding either:A full refund of the $63,000 wired to Service Mac LLC, along with interest for the time the funds have been held without action,OR Immediate processing of my recast and delivery of the DocuSign paperwork today, along with interest accrued due to the delay.This has been an incredibly frustrating and unacceptable experience. I am requesting the BBB to file a serious complaint against this company. I Can Not Recommend this Company.

  
  

  

  Business Response

  Date: 07/25/2025

  ServiceMac is acknowledging receipt of your response. We understand the importance of your mortgage recast request and the urgency surrounding the handling of your funds.Our records indicate that the wire transfer, in the amount of $63,000, was received on July 15, 2025, and was posted to your account on July 16, 2025, with the effective date of the wire receipt.  A Customer Advocacy Specialist was assigned to your case and attempted to connect with you on July 18, 2025, as previously agreed. While that attempt was unsuccessful, we were able to speak with you on July 22, 2025, and provided the necessary information to move forward with the recast process.
  
  We take your feedback regarding the communication and customer experience. As part of our commitment to improving the customer experience, we are reviewing the recorded calls and internal handling of your case to identify any gaps in training or process that may have contributed to your experience. Regarding your concern about automatic payments, our records do not show that autopay was established on your account. Instead, payments have been completed through our customer portal.
  
  Your assigned Customer Advocacy Specialist will continue to work with you directly,and we encourage you to reach out at any time to ****************************************************************** with additional questions or concerns.

• Initial Complaint

  Date:06/28/2025

  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.

  They took over my mortgage which I didn't asked them to. I had to reset up payment which I wouldn't had to do if they didn't take over my mortgage. Payment failed without any feedback from them. No way to verify the info I put was correct because everything is masked when i typed it out . Not a user friendly website. I don't see any contact info for me to reach out to them via email or phone.

  

  Business Response

  Date: 06/30/2025

  ServiceMac,LLC (ServiceMac) has received the consumers complaint and please accept this response as written confirmation of receipt.
  
  A Customer Advocacy Specialist has been assigned to your case and successfully contacted you on June 30, 2025, to discuss your concerns in more detail.During the conversation, we confirmed that the returned payments were due to an issue locating the account number. We also provided guidance on how to verify the entered account information by using the unmasking feature (eyeball icon) when inputting your account details. Additionally, our contact information is available within the website on the main page (dashboard) that contains a Contact Us section.
  
  For your reference:
  -An email notification regarding the returned payment was sent on June 24, 2025, and records confirm it was opened on the same day.
  -A follow-up email was sent on June 30, 2025, and was also opened.
  
  We kindly request that you continue working with your assigned Customer Advocacy Specialist while we complete a review of the previously entered account information to clarify the cause of the returned payments. A formal written response will be provided to you via email within the next 10 business days. Should you have any questions in the meantime, please contact your assigned Customer Advocacy Specialist at ******************************************************************.
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because: I received an email from AmeriHome saying the following "AmeriHome Mortgage is partnering with ServiceMac, LLC to collect your mortgage payments and provide additional services for managing your home loan. AmeriHome is still your lender and will help you with your home lending solutions if you're interested in refinancing or purchasing a new home." 
  
  If I read this correctly means my mortgage is still through AMeriHome but I have to go through ServiceMac to pay my mortgage? So if I wasn't force to change the way I pay my mortgage none of this would of happen to me. If ServiceMac is not my lender then I want my returned check fees to be canceled.
  
  

  

  Business Response

  Date: 07/07/2025

  Thank you for your feedback. ServiceMac, LLC (ServiceMac) values your concerns and would like to provide clarification. ServiceMac is the sub-servicer of your loan,meaning we handle standard servicing activities such as customer service,payment processing, and the disbursement of taxes and insurance from your escrow account.
  
  As outlined in your Mortgage or Deed of Trust, the transfer of servicing rights is allowable and is a standard practice in the mortgage industry. We have included a reference to this provision in our forthcoming formal response to your concerns. Our Specialist completed the research for your payments, which includes the bank routing and account information entered by you, and notification of the returned payment(s)and this detail will be included in our formal response to you this week.  

• Initial Complaint

  Date:06/23/2025

  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.

  The loss draft department states that they sent my first disbursement on 6/10/25 via **** mail in the amount of $1595. I have not received it.Secondly, I completed an additional funds request because the cost to start repairs is very material dependent. I have not heard back.I am needing someone to assist me with speaking to leadership in the loan draft department as Im getting nowhere with the call centers

  

  Business Response

  Date: 06/30/2025

  ServiceMac,LLC (ServiceMac) has received the consumers complaint and please accept this response as written confirmation of receipt. We assigned a Customer Advocacy Specialist and they attempted to contact the consumer on June 30, 2025.  Regrettably, we were unable to reach the consumer and left a voice mail message.  In addition, we are sending an email to provide you with the contact information for your assigned specialist.
  
  We are actively reviewing the concerns outlined in your complaint and appreciate that you recently provided access for an inspection to review for the additional claim funds release. 
  
  We appreciate your cooperation in recently providing access for an inspection related to the additional claim funds request. Please note that the initial disbursement of claim funds in the amount of $1,597.06 was mailed via first-class mail on or about June 10, 2025. We are currently in the process of placing a stop payment on that check and will be reissuing it shortly. We kindly ask that you continue working with our Loss Draft Claims Team for further handling of your claim. A formal response will be provided to you via email within the next 10 business days.
  
  If you have questions in the interim, please contact your assigned Customer Advocacy Specialist at ******************************************************************
  

• Initial Complaint

  Date:06/16/2025

  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.

  I have a hard time paying my mortgage with service Mac. Several different times this year I have tried to login to my account (I have the username and password saved on my laptop) and it says it doesnt recognize my information. I then have to call the company and register my loan again. I have done this several times this calendar year. It makes it difficult to login and pay my mortgage each month.

  

  Business Response

  Date: 06/19/2025

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We assigned a Customer Advocacy Specialist, and they attempted to contact the consumer on June 17, 2025, and June 18, 2025, at the phone number provided to the BBB.  Additionally, we also sent an email (email address provided to the BBB) to acknowledge receipt. We encourage the consumer to contact their assigned Customer Advocacy Specialist via phone or email at ************************************* to ensure we understand the concerns and to assist with troubleshooting any website issues.  We look forward to receiving a response from the consumer.

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/29/2025 Secured Property "Escape Bill No *************" was payed by escrow on the 1st installment. The 2nd installment was no payed and I incurred late fees of $164.73. I payed the 2nd installment on 5/29/25 with late fees after receiving a reminder notice that the account was past due. I e-mail Servicemac with an explanation this the bill was a supplemental bill. The attached copy says otherwise. If the intention was to pay the 1st installment as a courtesy, I should have been notified by Servicemac of their intentions and I would not have late fees. I don't know why I should be paying the late fees. I looking for re-reimbursement.

  

  Business Response

  Date: 06/04/2025

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We assigned a Customer Advocacy Specialist and they attempted to contact the consumer on June 2, 2025, and June 3, 2025. Regrettably, we were unable to connect as the voice mail was full, so no message was left. We also sent an email to the consumer to acknowledge receipt.  We are currently researching the payment of the second-half escape tax as the first installment was paid by ServiceMac.  For clarification, escape tax bills are sent directly to the homeowner and this information is available on the tax office website. Only the secured property tax bill is procured and paid as part of the escrow account.  Once we have completed our research, we will provide a resolution letter via email to the consumer. In the interim time, if there are additional questions, we encourage the consumer to contact their Customer Advocacy Specialist via phone or email at **************************************

  Customer Answer

  Date: 06/05/2025

   
  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.

  I called the number back and responded to their E-mail. The tax department for Escrow explained the details and I'm aware on how to move forward to avoid late charges in the future.
  
  Thank you for the support,

  Sincerely,

  ******* *******

• Initial Complaint

  Date:05/28/2025

  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.

  I am a licensed realtor and have been working with clients on a loan assumption since January 2025. ServiceMac has had the requested paperwork since March of 2025. There has been VERY minimal communication, despite repeated emails and phone messages from me and my clients. The phone number provided only goes to voicemail, and despite submitting a third party authorization form TWICE to allow me as the realtor to communicate and get information on the process, each time I call, I am told I am not authorized. Two families have been waiting for FIVE MONTHS now to proceed with their move. This is an unreasonable hardship for them and very poor business practice on behalf of ServiceMac.

  

  Business Response

  Date: 05/30/2025

  ServiceMac, LLC (ServiceMac) is in receipt of the complaint filed by the real estate agent representing the buyers.  A Customer Advocacy Specialist was assigned to review the concerns outlined in the complaint. We attempted to contact ***** ***** today at the phone number provided within the BBB information and were unable to connect, a message was left for a return call. ServiceMac is committed to reviewing the concerns and providing a response for closure and resolution.  For clarification, our records do not reflect the assumptions request began in January 2025 as the loan was acquired by ServiceMac through a servicing transfer on February 4, 2025. We encourage open communication and please contact the assigned **************** Advocacy Specialist via email **************************************

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  With my current mortgage lender serviceMac they filed that I was 30 days late on my payment and I havent missed any. The problem is servicemac put money into suspense accounts if you overpay instead of putting it towards your next payment or principal this caused my credit to tank and no one that like they can fix it And this isnt the first time they have done this. now, with this on my credit, I cannot refinance my mortgage for another year.

  

  Business Response

  Date: 05/28/2025

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation of receipt. We have assigned a Customer Advocacy Specialist, and they attempted to contact consumer on May *******, and May 28, 2025. Regrettably, we were unable to connect with the consumer on either date. We also sent an email to acknowledge receipt of the complaint as an alternative method to communicate. We are actively reviewing the documentation provided and once the research is completed, we will provide a response letter via email.  In the interim time, we encourage the consumer to contact their assigned Customer Advocacy Specialist via phone or email at **************************************

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/11/2025

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

  Customer Answer

  Date: 04/11/2025

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

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.