Consumer complaint received 2022-12-28
Company: SERVICEMAC, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
The saga continues with this lender. 

I submitted a complaint to CFPB on XX/XX/XXXX regarding this lender and their deceptive practices. Even after they contacted me, they still gave me the run arounds playing games while I was asking for assistance to bring the account current. 
The last request for any additional information was via email XX/XX/XXXX, it was unclear what was actually needed so I called and uploaded the documents XX/XX/XXXX. 
An email notification was sent XX/XX/XXXX that they were reviewing the file, the very next email I received XX/XX/XXXX they closed their review of the request, the results were never shared with me whether it was approved or if I would have to pay the entire amount to bring the loan current. Again, I called the lender and XXXX XXXX from the customer experience team that I was in communication with after I submitted my CFPB complaint in XXXX. 
Today ( XX/XX/XXXX ) I found out that Service Mac sold my loan to XXXX XXXX dba XXXX XXXX on XX/XX/XXXX, per XXXX at XXXX XXXX that prior to Service Mac sending my loan to them as the new mortgagor that on XX/XX/XXXX they first sent the file to foreclosure. 
I entered in a contract with a local realtor while under forbearance on XX/XX/XXXX. 
I spoke to several representatives including XXXX that the house was listed for sale on the XXXX, XX/XX/XXXX, and it can be validated that I was again being truthful from the link below as well. 
This experience has been a complete nightmare and gets worse and worse. It is my honest belief that this company did these actions intentionally, as stated in my previous complaint it felt targeted as if this lender actually wanted me to lose my property. 
It is important to note that it was never communicated that if loan modification was not approved that payment was due by any date in full. I was told the exact opposite, I informed XXXX numerous times that I was worried about my credit. I have had excellent credit almost my entire adult life. It was stated several times, no we would not be reporting anything negative and that the banks would not be doing so until XX/XX/XXXX. He also told me not to worry, the house is about to sell that would resolve everything. I asked about the alternative, if the deal falls through, we even discussed how the escrow payment they have is incorrect could they adjust it to reflect the actual amount. I was told it could be done in the event the house didnt sell. 
It is amazing how I received more information in a few hours that I received in 4 months. 
This lender never communicated that at while in forbearance they would restrict my access to the online payments. Instead it was stated while on forbearance if you can make a payment you would be able to do so, not informing customers that they have a point were they would remove your access is deceptive, while there is always the technical you can give your information over the phone which isnt a secure method or pay check again not a secured method and its also XXXX who have checks? 
This lender also never communicated the results of the appeal of the initial request in XXXX. I was only told verbally but where is the document that says unfortunately, we denied the request for assistance full payment is due on XXXX 
Again today is when I find out that their magical date was XX/XX/XXXX. I have no documentation of this date ; they have been sending statements only via mail and on XXXX occasion communicated via email. I called this lender numerous times well over XXXX in just the last couple months. I just spoke with XXXX XX/XX/XXXX. 
The sent a letter dated XX/XX/XXXX that my attorney was added to my loan, beyond confusing. How is the seller attorney added to a loan that per the new service provided they sent to foreclosure XX/XX/XXXX? 
It is beyond frustrating that one can be actively working with a lender to avoid foreclosure and somehow loan be sent to foreclosure without any communication. 
It is still disturbing how difficult Service Mac is, it is as if they are permitted to operate differently from those that abide by government laws, rules, and regulation. 
While I am not surprised as this is the same experienced, I reported now for the third time within one year. I do not find it a coincidence ; my initial feeling was I was being targeted discriminated against, XXXX home ownership is what they are trying to keep down, by any means necessary. Never saw any lender that did not pay property taxes, never saw any lender that did not want to pay property taxes. Failure to pay property does result in losing the home in a tax sale. I fought for over 6 months and had I not checked that is exactly what would have occurred. 
Even after all that, here the same lender is again making it the MOST DIFFICULT to resume payments out of a program ( COVID-19 ) that was meant to help us. Again, quite the opposite experienced I received from XXXX, it took XXXX all they placed the unpaid balance on the bank of my loan, details was communicated verbally and written. 
This service provider was XXXX XXXX on finishing their initial start of trying to have me lose my home from the tax sale. It is completely unreal.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation