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Review fromBrian B
Date: 01/31/2024
1 starZero stars...My loan was sold to Guaranteed Rate , then it changed to Service Mac. The amount of escrow they were collecting was too little. Property tax had a 3k+ difference that ServiceMac paid on our behalf and stated they added what we owed to my mortgage payment moving fwd. We received **** January statement and the new mortgage payment was almost $1,000 more than I was paying before. I thought if I paid the difference of the property tax that was paid in November 2023 that it would bring my payment down. When I called ServicemMac, as per customer service we have to pay 6k which doesn't match our math for what service mac paid on our behalf, we calculated being short $3k+ , I wasn't given any clarity but tons of confusion. Nothing adds up.
ServiceMac, LLC
Date: 02/01/2024
ServiceMac, LLC (ServiceMac) values the feedback from our customers. We will have a Customer Advocacy Specialist contact you within 1-2 business days to discuss your escrow account concerns in more detail. From reviewing your account, your property was new construction and at the time of closing, the last available tax bill is used to calculate your monthly escrow account payment for the tax portion. In 2022, the annual tax bill was $2,211.30, this was the tax bill used to calculate your taxes/escrow account in June 2023. Then your property was reassessed by the local taxing authority and it resulted in an increased tax bill of $6,381.97 for the 2023 taxes. When the escrow account was analyzed, there was a shortage in the escrow account because of the significant increase in the tax amount, plus the monthly escrow portion for the taxes must increase to collect for future taxes, which are anticipated to be the 2023 tax amount. Our Customer Advocacy Specialist will provide more detail and review any available options. We are here to assist with an improved understanding of the escrow account as well as the required two-month minimum balance requirement (which is also factored into the escrow analysis statement). If you have any questions in the interim time, we encourage you to use the support@servicemacusa,com mailbox and we will route your email to the Specialist assigned to your concerns.Review fromMark S
Date: 01/29/2024
1 starI got a call three days before my insurance bill was due from my escrow account and they told me they didnt have an invoice to pay. So is this my project now? They werent sure. It took me five minutes to get that resent from my insurance company. I raised h*** and they said they took care of it. Two weeks later I get a letter from my insurance saying its going to be canceled because of lack of payment. My escrow cancellation is already in progress. Their csrs dont know what service, responsibility, or competence means. I literally had to tell all of them they owed me an apology and one of them wouldnt do it after I said so.ServiceMac, LLC
Date: 02/14/2024
ServiceMac, LLC (ServiceMac) values our customers and the feedback provided. We did have the opportunity to review your account and although there is an escrow account for the insurance portion of the payment, there are occasions when the mortgage servicer does not receive the renewal insurance policy for payment. If those scenarios, we attempt at least outreach call attempts to the insurance carrier to provide the renewal policy. Regrettably, we were unable to receive the information from the insurance carrier, therefore, we engage the homeowner to obtain the renewal insurance policy information. Upon receipt of the policy information, a payment was completed on January 8, ****, to the insurance carrier and in the interim time, you received a cancelation notice due to non-payment, which happened to be a timing issue. You are currently working with your assigned Customer Advocacy Specialist to have your escrow account deleted, if you have additional items to review - we are happy to assist, please contact us at **************************************Review fromAmy Y
Date: 01/07/2024
1 starMortgage was transferred in 2023 from HomePoint. Since then, theres been a data breach I wasnt notified of, still unable to get the ** protection. My payments are wrong. My escrow is wrong. My taxes were (and still are) wrong. Ive called at least 6 times and spoken to 7+ people just about my 2023 taxes which they STILL havent fixed. I asked they stop collecting taxes and was told escrow changes had to be done in writing. Emailed the request to the address given with 4 follow *** thus far and no response. ***** is a nice way to explain my feelings about this company.ServiceMac, LLC
Date: 02/02/2024
ServiceMac, LLC (ServiceMac) values the feedback of our customers. We assigned a Customer Advocacy Specialist to work through your concerns and we are still continuing to work through the discrepancy wit the tax payment amount. Additionally, we are also working on your escrow removal request. If there are questions, please email your assigned Customer Advocacy Specialist at **************************************Review fromToni W
Date: 01/03/2024
1 starIf there was a zero thats what they deserve !!!! My loan was tranfered a nightmare ever sinceServiceMac, LLC
Date: 01/08/2024
ServiceMac, LLC (ServiceMac) values our customers and their feedback. We understand your concern is regarding a tax refund for approximately $335 because the property taxes were paid at the full amount. You had learned that you must apply for the exemptions on an annual basis to prevent the tax office issuing a bill for the full amount of the property taxes. We are actively researching the status of the tax refund and our Customer Advocacy Specialist spoke with you on January 8, ****, to discuss the refund status in more detail. If you have any additional questions, please contact your assigned Customer Advocacy Specialist directly at *************************************Review fromMichael B
Date: 12/26/2023
1 starMy mortgage servicing was transfered to ServiceMac in September 2023, and we have had nothing but problems logging in to the website to pay the bill and check on our account.ServiceMac, LLC
Date: 12/29/2023
erviceMac, LLC (ServiceMac) values our customers and their feedback. We assigned a Customer Advocacy Specialist to your concerns and they spoke with you on December 27, 2023. We confirmed you were able to access the website on December 26, 2023 (the same day as your review) to make your payment. Also, you state that you have encountered problems with the website since September 2023, however, we have record that you contacted us in September and we were able to take your payment over the phone. ServiceMac did experience an intermittent outage with our website for a few days in December, however, we encourage you to contact us if you experience an issue with the website. We will happily assist you with any questions, concerns, and our agent can take a phone via the phone (it's free a service). If you have any questions in the interim time, please contact us at **************************************Review fromBrody B
Date: 12/06/2023
1 starTerrible lender!! Stay away if at all possible. Mine was sold to them and had zero communication that they had done so which caused insurance issues. Hopefully I can get away from them for sure!!ServiceMac, LLC
Date: 12/07/2023
ServiceMac, LLC (ServiceMac) values our customers and their feedback. For clarification, there were letters providing notification to provide the updated insurance policy information, and proactive outreach attempts to obtain same the insurance policy information. Since the time of the servicing transfer to ServiceMac until November 2023, the mailing and property addresses were the same therefore, the mail was returned as undeliverable without a forwarding address. The same mailing address (which was the property address) was also the same record transferred from the prior servicer. We have assigned a Customer Advocacy Specialist and they spoke with you on December 7, 2023, to discuss your concerns in more detail. If you need future assistance, you also may email our Customer Advocacy Team at **************************************Review fromDarrell R
Date: 12/02/2023
1 starSound like this Company responds with the same excuse (ServiceMac, LLC (ServiceMac) values our customers and their feedback. We assigned a Customer Advocacy Specialist and they spoke with you on November 2, 2023, to discuss your feedback in more detail and your recast has been completed. If you have any additional questions, we encourage you to contact your assigned Customer Advocacy Specialist at). What a poor way of responding. I am in a dispute over my Mortgage being transfered. After reading these reviews I will take this to Court if I have. I refuse to pay some fly by night Company who was just established in 2021. As for Servoce Mac, you do not need to reply, because everyone who views these comments will see you will respond with the same as I pointed out.ServiceMac, LLC
Date: 12/08/2023
ServiceMac, LLC (ServiceMac) values our customers and their feedback. We have assigned a Customer Advocacy Specialist and during our conversation with you on December 7, 2023, it was confirmed that you did not prefer to have the servicing of mortgage transferred. As it is very standard in the mortgage industry for mortgages to be bought and sold. There is also information contained within the Deed of Trust that specifically references the Sale of Note; Change of Loan Servicer under section 20, page 10. For clarity, we have never had an interaction (phone or email) prior to the conversation on December 7, 2023, about the service received and/or provided by ServiceMac. If you should need assistance in the future, we encourage you to email our Customer Advocacy Team at **************************************Review fromLG L
Date: 11/08/2023
1 starHORRIFIC. My loan was just transferred and they are the absolute WORST. Their website and app don't work to make online payments, so I'm always having to call them, wait on hold, it's ridiculous. Why should I have to BABYSIT this company when I'm just trying to pay my bill. OMG. If you can avoid this company do, I was not given a choice in that my loan was transferred. And, I don't think they read these reviews.ServiceMac, LLC
Date: 11/09/2023
ServiceMac, LLC (ServiceMac) values our customers and their feedback. Our understanding is on November 1, 2023, you were unable to make a payment online due to the account status. When you contacted us on November 8, 2023, you had made a payment online and clarification was provided about the messaging as well as the successful payment acceptance. We did assign a Customer Advocacy Specialist to your concerns and they attempted to contact you today and regrettably, they were unable to connect and left a voice mail message for a return call. If you have any questions in the interim time, please contact us at **************************************Review fromSarah A
Date: 11/01/2023
1 starThe only reason I haven't changed mortgage companies is because we got in at a ****% interest rate, and as we all know, it's more than double that now. Their IVR is the worst I've encountered and drops calls after waiting to speak with someone...time wasted. I had called to remove the *** on my mortgage, as it was ****%. I was told that I had to pay $190 so one of their people could estimate the value of our property and see if I was eligible to have it removed. I was told that it will automatically drop in October of ****. I have never been late, have a credit score of over 800, and my house is being assessed a market value of $115,500+ ABOVE my loan balance by the county. Why should I have to pay either $190 or ***** every month until next October? Last year, they underpaid my insurance, so I paid it out of pocket, as it wasn't for much, then received a check back from them for the same dollar amount. Our first tax payment, they underpaid, and I got a past due notice from the county. When calling, ServiceMac seemed unconcerned while apologizing and we got it figured out. Professionalism lacks. They are a MORTGAGE COMPANY. Know your business! Now I'm speaking with someone and insisting on having the *** dropped. They are "opening a request" to have my account assessed to see how much I can pay to stop the *** and I'll see it in a week. I have no doubt I'll receive an email with a ridiculous number to buy out of *** after being on the phone with this customer service rep who had the most loud and obnoxious background noise on his line for 29 minutes and 48 seconds.ServiceMac, LLC
Date: 11/02/2023
ServiceMac, LLC (ServiceMac) values the feedback from our customers. It's important to clarify, Private Mortgage Insurance (***) was a requirement at the time of your closing, and you signed the Private Mortgage Insurance Disclosure outlining the requirements for the removal. You are eligible to initiate a request as a "borrower requested cancellation of ***" as of October 1, 2023 and the disclosure specifically outlines the servicer must validate the property has not declined since the original value. Automatic termination of the *** would be eligible in November 1, ****. The initial information received from your insurance carrier reflected a premium of $2,388.00 for the renewal in June 2023. We will review the reason for the difference in the premium amounts. We will have a Customer Advocacy Specialist contact you via email within one business day to further discuss and obtain resolution of any remaining concerns. In the interim time, you may contact us at **************************************Review fromGreg B
Date: 10/30/2023
1 star1) they bought our mortgage from our original lender 2) I sent in (large sum of money) to pay down the mortgage after resale of our previous home 3) they wont speak on the phone or respond to emails so far, so although I did get confirmation they received the money, i have no idea what's happening with it or when 4) they spelled my wifes name wrong on contracts, but so far have not responded to any requests to fix it it's basically an 800 number that tells you nobody can talk to you. for the amounts of money people put into their homes this is unacceptably poor customer serviceServiceMac, LLC
Date: 11/02/2023
ServiceMac, LLC (ServiceMac) values our customers and their feedback. We assigned a Customer Advocacy Specialist and they spoke with you on November 2, 2023, to discuss your feedback in more detail and your recast has been completed. If you have any additional questions, we encourage you to contact your assigned Customer Advocacy Specialist at **************************************
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