Consumer complaint received 2025-11-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Servion, Inc.
State: MN

Complaint narrative:
On XX/XX/year>, I received a call from The Servion Group stating that my account was past due. The representative told me that she did not see my XX/XX/year> payment on their end, and that I was showing due for XXXX, not XXXX. The representative repeatedly told me that I had been reported late for the last XXXX  months and that this was reporting to my credit bureau. I asked for clarification multiple times and the representative repeated these statements multiple times and stated them with certainty. 

I asked clear, direct questions " Why doesn't my statement show as late? ", which should have prompted the representative to verify the information. Instead, she repeatedly insisted and confirmed the delinquency existed. The information she relied on was incorrect and she failed to check the correct system or screen. I repeatedly asked for a supervisor and was ignored. 

The representative then told me that in order for them to consider reversing or investigating the credit reporting for the supposed late payments, that I would need to make another payment immediately, even though I had the XX/XX/year> payment pending. Out of desperation for a resolution, I made an immediate payment online per the representative 's direction. I felt pressured and fearful, and I was desperate to protect my credit profile. I reluctantly made a second, double mortgage payment under this pressure. 

Later on XX/XX/year>, the representative called me back and said that everything was fine and that none of the late payments she claimed existed actually existed in their system. She offered no apology or explanation. 

The following day, XX/XX/year>, I spoke with a supervisor who stated she was " very aware '' of the situation, yet she had not listened to the calls and was unaware of several key details I shared. She minimized the seriousness of what happened and said the employee would receive " coaching, '' which I repeatedly stated I did not feel was sufficient. Coaching is not an adequate response given the severity of the misinformation and the fact that I was pressured into paying twice. 

The supervisor handling the issue made the situation significantly worse : -She told me she was " very aware '' of the situation but had not listened to the calls and was unaware of several key details I shared.

-She admitted that she had been informed the day prior but did not reach out to me proactively.

-She offered no concrete remedies beyond a basic letter and " coaching '' -When I asked for my complaint to be escalated to the highest level, she ignored me -I repeatedly stated that coaching was not enough and she offered nothing additional -She repeatedly minimized the severity of the error, despite the fact that if the information I had been provided with was accurate, it would have ruined my credit profile for years. 

This was not a small clerical mistake or training error, this was a major misinformation incident about my credit standing, delivered repeatedly, and followed by a dismissive and inadequate supervisory response.

Company response to consumer: Closed with non-monetary relief