Consumer complaint received 2025-12-18 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SERVICEMAC, LLC
State: TX

Complaint narrative:
I have a Texas home equity loan secured by my homestead at XXXX XXXX XXXXXXXX XXXX, XXXX, TX XXXX. The current servicer is Servicemac LLC for XXXX XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX. 

In XXXX my construction business suffered severe hardship due to embezzlement by former associates, and the company had to file a XXXX XXXXXXXX Subchapter V bankruptcy. That case was XXXX around XXXX XXXX, and we were actively rebuilding the business so that it could resume paying me a regular salary and allow me to cure the mortgage arrears and qualify for a loan modification. 

In XXXX, XXXX XXXXXXXX XXXX XXXXXXXX. froze and seized our XXXX business bank account without proper legal authority, notice to the bankruptcy trustee, the court, or my bankruptcy lawyer. This wiped out the business funds we had set aside to pay my salary and cure the mortgage default. Because of this, I have not been able to show the income increase that Servicemac says it needs to approve a loan modification. 

I have submitted multiple complete lossmitigation applications to Servicemac, including a recent one in XX/XX/XXXX with updated hardship information and details about the XXXX XXXX account seizure. Instead of a goodfaith review, Servicemac closed my most recent review the same day it was submitted, without properly considering the new hardship information or reasonably evaluating my application. 

I also sent a detailed written dispute / Qualified Written Request asking Servicemac to explain how my prior applications were handled and to provide a full lossmitigation file, payment history, and all notices and internal notes related to my account. It has been several weeks and I have not received a complete, substantive written response that answers my questions or provides the requested documents, as required under RESPA and Regulation X. 

At the same time, the investors attorney filed an expedited Rule XXXX foreclosure application in XXXX XXXX, Texas, and then a Motion for Default claiming I had not responded, even though I have been actively trying to resolve this and am now contesting the case. I am very concerned that Servicemac is pushing foreclosure while mishandling or ignoring my complete applications and written dispute.

I am asking the CFPB to : ( 1 ) require Servicemac to fully comply with RESPA/Regulation X, including providing a complete written response to my dispute and all requested account and lossmitigation records ; and ( 2 ) require Servicemac and XXXX to conduct a proper review of a new, complete lossmitigation application ( loan modification and, if needed, short sale ) that takes into account the XXXX XXXX XXXX account seizure and my documented hardship, and to suspend foreclosure activity while a compliant review is completed.

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