Consumer complaint received 2018-06-01
Company: Servis One, Inc., Titusville, PA Branch
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX has lied and misled me as a customer since XX/XX/XXXX and has failed to due its fiduciary duties and update my account correctly and also failed to communicate with me as their customer several times since XX/XX/XXXX. Today XX/XX/XXXX is another day that XXXX XXXX has taken the wrong mortgage amount from my bank account because they have failed to properly update my account. This has been going on since XX/XX/XXXX and this financial institution/ servicing company has since lied to me, misled me, failed to communicate with me on multiple occasions, and has given me the worst customer service I have ever received regarding these two properties at : XXXX XXXX XXXX  XXXX TX XXXX XXXX XXXX XXXX  XXXX TX XXXX 1.  XXXX XXXX  failed to communicate or send the proper notifications to me as the consumer regarding my property insurance at the two properties above. They were sending letters to the incorrect address for months and failed to call or send emails to inform me about a change in my property insurance on these properties. They made the mistake of having the wrong address and were sending the letters regarding this to a different office located in the same building. Never did XXXX XXXX attempt to properly inform me as the consumer about them force placing insurance on the properties. Once I found out it was already too late and they deducted funds from my account and I also believe my escrow account to pay for this forced placed insurance. I then did the necessary steps and found my own property insurance and now both properties are properly insured but yet the information sent to XXXX XXXX was not properly updated in my account months ( see below ) 2. XXXX XXXX   1st lied to me that they never received my property insurance information when they did by their insurance department because I have confirmation from insurance agent and someone at their company also confirmed. Once they received this information months ago they still were taking the incorrect amount of mortgage payments from my account because they forced placed insurance. I agreed and acknowledged that they forced placed insurance but then I got insurance on the properties and still XXXX XXXX has  not updated my account correctly. Today on XX/XX/XXXX, XXXX still has not updated my insurance information yet and apparently I am still waiting on an escrow analysis months later regarding the property at XXXX XXXX XXXX XXXX TX XXXX even after speaking to several senior management people stating this will be done or it is in process, but as of today nothing has been corrected or done regarding this account. 

I have been told many times that this would be corrected and still nothing has been done. XXXX XXXX is taking my money from me and doing nothing about this to correct the situation. XXXX XXXX has all the necessary paperwork for months now and still this can not or will not be corrected by XXXX XXXX. I was told multiple times that my account will expedited or that the escrow analysis will be done and STILL IT IS NOT DONE!!!! WHY???? 

XXXX XXXX has let me know several times as its customer and consumer and has lied to me multiple times regarding this account and my other account with them. 

I WANT MY MONEY BACK if or when this is corrected. XXXX XXXX have taken my funds from me for months now and I want it back. They are now stating that my funds will be put into an escrow account once this has been correct but I DO NOT CONSENT or agree XXXX XXXX you putting my funds into escrow once you have finally FIXED/ REPAIRED YOUR MISTAKE and/ or made the correct change to my account. XXXX XXXX  has made several mistakes and they are at fault that this has not yet been correct for months now. 

XXXX XXXX states all my calls are recorded well I want you all to listen to them and see how many times I been lied to or mislead by XXXX XXXX and it is sad the quality of customer service I have received. Its actually pathetic. 

I unfortunately have no files to upload but XXXX XXXX says all of my calls are recorded well I want you to request for them and listen to them to hear the lies and misinformation I was told on multiple occasions and also lack of customer service I received to remedy the situation.

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