Consumer complaint received 2023-10-02
Company: SERVICEMAC, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
I received a foreclosure letter from XXXX XXXX XXXX, which is the firm represents ServiceMac for the foreclosure of XXXX XXXX XXXX, XXXX, CA XXXX ( Loan # : XXXX ) on XX/XX/2023 in the mail. I was surprised to receive this letter as I currently submitted the documents for loss mitigation application with ServiceMac for the loan number and property address mentioned above. I never received a letter from ServcieMac that the documents that I submitted were incomplete or ServiceMac informed me the deadline of the document submission for the current loss mitigation application. The only letters that I received from ServiceMac werethe assignment of resolution team on XX/XX/2023 and requesting additional document describing the deposit in my bank statement relevant to the rental income on XX/XX/2023. I submitted the requested document by email to XXXX on XX/XX/2023 after I received the phone call from ServiceMac requested those explanation documents the same day ( see XXXX email file ending XX/XX/2023 ). During the phone call, ServiceMac representative informed me that she would get the clarification of another document required to be submitted, such as specifying the deposits in my bank statement thought be my employment income. Nevertheless, I never received the call back or a letter from ServiceMac regarding this. I finally received a phone call on XX/XX/2023 from ServiceMac agent requesting the explanation regarding the deposit from XXXX XXXX, XXXX XXXX and XXXX XXXX. I submitted the document the same day ( see attached XXXX email ending XX/XX/2023 ). I called ServiceMac agent this morning ( XX/XX/2023 ) to ask whether the property is in foreclosure proceeding. The agent confirmed that it is because the requested document has not been received and my file for loss mitigation is incomplete. I informed her that I sent to XXXX for the requested document on XX/XX/2023 and she informed me that I am not supposed to send document in regular customer service 's email mentioned above and there is a delay in loss mitigation department in receiving the ninformation from ServiceMacs regular customer service email. Inc contrast, when I called on XX/XX/2023 to ask for the address to mail the loss mitigation application for this loan, the loss mitigation agent informed me to email to XXXX since I am not able to submit application on XXXX. The first loss mitigation application for this loan was mailed due to the same reason mentioned above. Therefore, Serviceman should not send my loan for foreclosure for the following reasons. 
1. The delay in loss mitigation department receiving the documents from XXXX is not my fault, but it is Service Mac 's processing time issue ( see attached showing the delay response in email acknowledgement in XXXX email ending XX/XX/2023 for the document submitted on XX/XX/2023 ) 2. XXXX that could not identify my loan is not my problem, but it is ServiceMacs issue to be solved ( see attached ) 3. No letter requesting the additional documents or stating the deadline of the document to be submitted was sent to me prior to foreclosure proceeding

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