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:05/26/2023

  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.

  Service Mac has made several mistakes with my escrow account. They once overpaid my insurance and county property taxes, then refunded the amount to the account twice instead of once, cut me a check for the mistake. Now 18 months later demand that I pay them back in 30 days or else they will report to the credit bureaus. I have discussed this issue with ServiceMac and my loan broker. They have not provided me with a written explanation of the mistake and can not satisfactorily explain the details to me over the phone. This amount was for an equivalent of my mortgage payment. So my payment due is double for *** (over $4000 instead of $2000). To demand it in a short period is a financial hardship. I should not be threatened for their mistake.

  

  Business Response

  Date: 05/31/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on *****, 2023 to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist ****** at **************************************

• Initial Complaint

  Date:05/17/2023

  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.

  This is the second complaint filed in a month regarding ServiceMac reporting to credit bureaus. As of May 10th, my mortgage has been removed from my Experian credit report and my credit score has dropped over *********************************************** my loan transferred to another more competent servicer.

  

  Business Response

  Date: 05/19/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's ******************************* takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on May 18, 2023 to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (**************) at **************************************

  Customer Answer

  Date: 05/19/2023

   
  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 as long as my credit report is indeed corrected. 
  
  Thank you. 
  

  Customer Answer

  Date: 11/30/2023

   
  I am rejecting this response because:
  
  This is the 3rd or 4th time Ive had to file a complaint regarding payment reporting to Experian. I tried working with ******** on the customer advocacy team and was basically told it was an Experian issue. Experian said they never got the data. My October payment was recorded but not November. The fix is to resubmit the data to Experian. It has been done several times before. Im very tired of having to constantly file a complaint to get anyone at ServiceMac to actually do anything. Put my loan on the top of your list to sell. This is the worst servicer and I honestly cant wait for my loan to move elsewhere.

  Desired Resolution:

  Correction to a credit report

  

  Business Response

  Date: 12/04/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the consumer on November 30, 2023, to
  discuss their concerns in more detail and it was agreed to review the December 2023 credit reporting to confirm the reporting status. Please allow for the time to fully
  research and address the concerns.  Once the research is completed, we will provide a response letter via email to confirm any actions taken. In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

  Customer Answer

  Date: 12/08/2023

   
  I am rejecting this response because: December payment information is now reporting on Transunion and Equifax but not Experian. This is now 2 months of payments not reporting to Experian. This is unacceptable. Dispute filed again with Experian and findings show no data received from ServiceMac. Other servicers did not have similar issues. 
  

  

  Business Response

  Date: 12/08/2023

  As previously mentioned, ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** has confirmed the credit reporting as being transmitted to Experian and copy of the credit report will be required to further research the concerns. In the interim time, if there are questions - please contact your assigned Customer Advocacy Specialist at **************************************

• Initial Complaint

  Date:05/05/2023

  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 orientating service company was Service Mac through Am cap mortgage, and I began having issues right around December 2022 after a projected increase of my mortgage letter was mailed to me OF APPROX ****. I contacted Am cap who explained the reason why the increase was placed was due to Am cap accidentally paying off two hazard insurance companies Lemonade and Allstate but would correct the issue. I continued to make my payment of **** for March and April and than ****** payment but the issue never got resolved so I filed a complaint with the **** of savings and mortgage and they were to correct the problem and didnt so I filed another complaint and will also be filing a complaint with *** *************** of *********** FDIC ** **** OF BANKING I ALSO disputed the amounts AND MY ACCOUNT WAS PLACED ON A **************************************************************************************************************************************** a letter canceling my **************** and Lemonade sent a check back to AM CAP. Now Serv ice Mac LLC is stating they can not adjust the amount for March even though SERVICE MAC LLC is the servicing company that miscalculated my payments and made this mistake.

  

  Business Response

  Date: 05/05/2023

  ServiceMac,LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on May 5, 2023 to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If
  there are questions in the interim time, the consumer may contact their assigned Customer Advocacy ******************** at **************************************

• Initial Complaint

  Date:04/12/2023

  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 mortgage was originally transferred to "Envoy/ServiceMac" in September 2022. There were credit reporting issues which I was able to get fixed in the first 60 days. On March 1st 2023 my mortgage was transferred again, to "ServiceMac". It appears to have been an internal transfer as my account information (acct number) remained exactly the same. The credit reporting issues came up once again. I have sent documentation to the customer service email address and spoken with customer service representatives, along with filing a dispute with Equifax for showing two active mortgage accounts and dropping my credit score. I still show two active mortgage accounts on Equifax, "Envoy/ServiceMac" and "ServiceMac". Only ServiceMac is correct and should be shown. The other credit bureaus simply changed the name of the holder/servicer since the account number didn't change and it was not a net new mortgage. One CS agent on the phone said it would fix itself, the email team takes a week to respond and there's no way to directly contact the agent assigned to my case. After speaking with a CS agent yesterday some information was transmitted and my April payment to ServiceMac was updated to also show on "Envoy ServiceMac" . This is hurting my credit score and is not my fault, but the fault of incompetent administration and poor procedural governance at ServiceMac.

  

  Business Response

  Date: 04/12/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on April 12, 2023 to discuss the concerns in more detail.  Once the research is completed, we will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (**************) at **************************************

  Customer Answer

  Date: 04/14/2023

   
  I am rejecting this response because: I am awaiting the correction of my credit report. Envoy/ServiceMac still shows as an active mortgage on my equifax report and was updated (ie data was transmitted by the business to the credit reporting agency) yesterday the 13th. It should not be that difficult to remove a duplicate account 
  
  

  

  Business Response

  Date: 04/17/2023

  As ServiceMac previously replied indicated that we would a resolution once the research has been completed and to expedite the receipt of the resolution letter, we will send via email.  If you have any questions in the interim time, please contact your assigned Customer Advocacy Specialist (************) at **************************************

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Servicemac bought my mortgage from servbank but failed to include the payment I have made to my previous servicer(servbank) I'm attaching the statement from servbank showing the payment made in 3/3/2023 and he correct outstanding mortgage balance.

  

  Business Response

  Date: 04/11/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on April 11, 2023 to discuss the concerns in more detail.  We will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (**************) at **************************************

  Customer Answer

  Date: 04/11/2023

   
  I am rejecting this response because:
  I'm awaiting a full resolution before accepting this as resolved. 

  

  Business Response

  Date: 04/12/2023

  As ServiceMac indicated in our initial response to the customer's concerns, we have spoken with the customer and provided an update.  Once full research is completed, we will provide a written response letter via email.  If there are questions in the interim time, the assigned Customer Advocacy Specialist (************) can reached via email **************************************

• Initial Complaint

  Date:03/31/2023

  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.

  ServiceMac did the annual escrow analysis on my account in September, then again in February. This ANNUAL escrow analysis is only meant to be done annually. I called and spoke to several customer service agents. Each had a different reason for why it was done multiple times. First I was told that the law states escrow analyses in GA (where I live) have to be done every February. I questioned why, then, was one done in September and why had one not ever been done in February. There were no reasonable answers until it was ultimately explained to me that they will do an escrow analysis whenever they want to. Theoretically, they could do them monthly if they decide that is what they want to do, according to the last agent I spoke with. This is at minimum a shady business practice that causes a financial burden to customers who budget their payment for the year, only to find that their payment can be increased at any time, multiple times per year. I understand what an escrow account is, what it does, why it is analyzed every year, and why payments generally increase with that analysis. I am not disputing that they did an analysis, only that they did them 5 months apart. I have had multiple mortgages in my life and I have never had a mortgage company do multiple escrow analyses is a year. This mortgage originated in August, so my expectation was to have an analysis every August. When the statement came to me in September, it was fine because I expected it. There was a $1500 shortage at that time and I paid it. The problem started when I got another statement in March with a $900 shortage.

  

  Business Response

  Date: 04/04/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to contact the customer on April 3, 2023 and was unable to connect, a message was left for a return call. We will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time,the consumer may contact their assigned Customer Advocacy Specialist (Yuvi R) at **************************************

• Initial Complaint

  Date:02/03/2023

  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.

  Servicemac received our insurance loss check on 01/20/23. They are refusing to even begin the loss draft inspection process, because they are waiting on paperwork from our insurance company. I have explained that the insurance company is nonresponsive and that we should not be required to wait in the insurance company. I have contractor bills, photos, receipts, etc that I can submit to Movement/Service Mac to validate the repairs being made on our home, but they will not accept these things due to "protocol." I have requested a copy of where we agreed to this protocol as part of our loan agreement. They say this doesn't exist. Our property is valued at $700,000; the mortgage is for $300,000 - their vested interest in the property does not give them the right to withhold $87,000 insurance proceeds for repairs we are having made to the property. So much lack of logic here. If they are so concerned and vested in the property, why would they not want to release the funds to us to pay for the repairs that we are having completed? Terrible process for people who are already struggling and in unfortunate circumstances due to federally declared disaster.

  

  Business Response

  Date: 02/03/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on February 3, 2023 to discuss the concerns in more detail.  Once the research is completed - wWe will also provide a written resolution letter, via email, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (*******) at **************************************

  Customer Answer

  Date: 02/03/2023

   
  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:02/01/2023

  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.

  Servicemac is one of the worse mortgage companies I have dealt with. They are incompetent and careless. I am not able to access my loan account for whatever reason. Servicemac has changed my user name. I am so sick and tired of these mortgage companies selling these loans so they can make a profit, while I have to deal with their incompleteness and carelessness. But, to ask for money, they don't have a problem. "Give me your money and the h*** with you." I WANT OUT OF THIS MORTGAGE COMPANY NOW, PERIOD!

  

  Business Response

  Date: 02/03/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist attempted to speak with the customer on February 2, 2023, however, the phone connection was not good.   We sent an email to the customer to schedule a preferable time to review.   Once all research has been completed, we will also provide a written resolution letter, via e-mail, to ensure closure for the customer.

  If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (**********) at *************************************.
  

  Customer Answer

  Date: 02/04/2023

   
  I am rejecting this response because: I was finally able to speak to the representative of Servicemac. The blame was squarely placed on me. It is my computer, browser, UI, PW problems. There isn't an amicably solution. In the meantime, I do not have access to my account. I need documents from my account, but this is going to continue to be a problem accessing my account at Servicemac. 

  I have also, cleared the browser, tried to access my account to no avail. I have explained this issues to the Rep., but in one ear and out the other. He blamed me for the issues. That's not my website its Servicemac website.

  I want Servicemac to sell my loan so I am able to access my account with another loan mortgage company. In the mix of all this, I have concluded that these "so call" Mortgage companies are not equipped with the high standards in technology. Blame it on the customer, it is her problem NOT ours.

  If Servicemac doesn't sell my loan I continue NOT to have access to my account this is not going to end well. I shouldn't be blocked nor I have to spend so much time trying to get help from Servicemac to fix these problems. The best way to handle this situation is to sell my loan, PERIOD! I want all of my statements to be mailed to the following address: POB ****** ************************. In the meantime, Servicemac should be abiding to my request and sell my mortgage loan asap.

  Thank you,

  ******

  
  

  
  

  

  Business Response

  Date: 02/13/2023

  As previously communicated, ServiceMac has spoken with the customer on February 3rd, plus had another conversation on February 8th to assist with the online access and would provide a provide a resolution letter with our research.  We do not place blame on customers,we are asking questions to assist with troubleshooting the website access issues.  We encourage the customer to speak with us to assist with obtaining the access to the website, there are options such as providing a password reset link or resetting the entire profile.  In the interim time,the customer may contact their assigned Customer Advocacy Specialist via phone or email, *************************************. 

  Customer Answer

  Date: 02/13/2023

   
  I am rejecting this response because: I had someone else helped me with the situation. In regards to the **** I did talk to a lady in CS and she gave me some information, and in turn the person that helped me and i were able to figure out what the problem was, and it is now working the way it supposed to. A new account, UID, and PW were  created.  I just hope this never happens again. 
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  ServiceMac is scamming! They've told me I will receive a refund check for being double insured. Now, I am told my mortgage will increase by $300 and no refund will be issued. I was laying for two insurance policies for home! I had no idea they signed me on another insurance provider. I was covered by *********** up until December 2022. *********** sent a letter stating that they didn't receive payment and would have to drop me until payment was received. Service Mac took it amongst themselves to put National General as my insurance company at the same time I had Farm. My mortgage went up $100 within a month of being in this home. They told me it was an insurance rate change. So, I found out I was double covered the entire time. I was told I would receive a refund and my mortgage would decrease. Now, I'm informed that I won't receive a refund, and my mortgage will go up. I'm told my escrow was in the negative even with the credited refund. That's not even possible. This lender has scammed tons of people as I've read the reviews. It sounds like they are doing similar things to several customers. So, I need to get this money reimbursed and figure out how to get away from this lender. I want my money back immediately! This place needs to be shut down.

  

  Business Response

  Date: 02/13/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist spoke with the customer on January 31, 2023 to discuss the concerns in more detail.  We will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy ******************* at **************************************

• Initial Complaint

  Date:01/04/2023

  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 mortgage was sold to Service Mac from Guareented Rates during my loan modification process with Guareented Rates in November 2022. In December I began receiving foreclosure notices from Service Mac because they claim they didnt receive my notarized modification agreement which I completed with Guareented Rates months before Service Mac purchased my loan. I am under an overwhelming amount of stress because Service Mac refuses to honor my approved modification although this all shouldve transferred from the original loan. The customer service has been just awful! Rude and unprofessional. Even after speaking with a supervisor in December 2022, Service Mac insists that I cant keep my modification and must start the process of approval over. The supervisor said she will mail me paperwork to reapply but I have yet to receive anything. I feel as if they want my home to go into foreclosure. The representatives have zero empathy or will to assist.

  

  Business Response

  Date: 01/12/2023

  ServiceMac, LLC (ServiceMac) has received the consumer's complaint and please accept this response as written confirmation we have received the customer's concerns. ********************** takes the comments very seriously and our Customer Advocacy Specialist will make contact with the customer within one business day to discuss their concerns in more detail.  Once all research is completed (please allow the time to complete the research), we will also provide a written resolution letter, via regular mail, to ensure closure for the customer. If there are questions in the interim time, the consumer may contact their assigned Customer Advocacy Specialist (******* at **************************************