Consumer complaint received 2022-10-03
Company: SERVICEMAC, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
SUMMARY -After coming off a forbearance, completing our 3 month trial and signing the new loan modification agreement, our service provider transferred from XXXX to Service Mac . We received a letter from service Mac a few weeks after notarizing and signing the new agreement stating that they are our new provider. It took weeks chasing down service mac on the phone during our work weeks to get updates, ultimately leading to them generating a new modification agreement, we were upset with the new terms but felt we had no choice so we signed immediately and returned it. From this point around XX/XX/XXXX until now, it has been mistake, and mis, or conflicting information being provided to us about the status of what is now been 6 agreements we have signed, each time paying for notary out of pocket and tacking off work to accommodate this in the short time windows they give us each time. Hundreds of hours have been spent on the phone seaking explanations to why each agreement was wrong and we have been told numerous time that each time is was a calculation error. Each time a new agreement came, the rates and payment amounts would change, due to calculation errors. We have cycled though dozens of representatives at service mac all claiming to be our single point of contact, a single point of contact does not exist within service mac. Each time I call it takes roughly 30 minutes to even get someone to begin to understand our situation, typically resulting in them acknowledging how awful it is and for the most part the representatives would agree, this is the worst account they have seen, service mac needs to make this right and provide you with an explanation and resolution - then that person would disappear, not respond to emails, voice messages or repeated calls attempting to reach them. It has been a viscous cycle of this for over a year now. 

At a certain point, several of the agreements had a start date in the future and we were advised that we did not need to resume payments until that date as we have already completed the trial and have been calling in every single month for over a year making our payments. Fast forward until now in order to maintain the XXXX interest rate that we feel is critical, we are in a position with the last agreement that we signed and returned XXXX XXXX XXXX  ), as it is it retro actively dated to XX/XX/XXXX, there is now a shortage. Unfortunately, no one at service mac is able to tell us what that exact is, I was told 3 months/roughly XXXX  and that would need to be paid now to bring the loan current XXXX we need to start a new trial for a new mod agreement where our payments would go up ~ $ XXXXXXXX and interest rate is up a full point to XXXX. The reason they are unable to defer it is because it exceeds the amount of months allowed by XXXX XXXX. The reason it exceeds the amount of months is because service mac made it happen that way, not our family. We have done everything asked of us on top of the constant stress and chasing down of them trying to extract information taking time to deal with this week over week during our working days which has caused issues at my work place. 

Documents are sent to us constantly with threatening language, never allowing more than just a few business days for us to respond. No dialouge is occurring informing us of these potential outcomes and when we call and ask for clarity, we are told it has been escalated and we can not do anything else about it, maybe youll get a call or can try to call back next week - service mac rep XXXX on XX/XX/XXXX speaking to XXXX.

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 monetary relief