Consumer complaint received 2025-08-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: SERVICEMAC, LLC
State: PA

Complaint narrative:
The house I purchased after returning from a XXXX XXXXXXXX in the XXXX comes with a XXXX year tax abatement from the city of XXXX. The city hasnt finished the abatement yet as they are backlogged. My mortgage paid the property taxes then re-assessed my mortgage payment from {$5300.00} to {$9100.00}. 

I was working with my mortgage company ServiceMac to figure out something to help as I was unable to afford an almost double in my mortgage. I spoke with their representatives on XXXX occasions, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each of those occasions a representative told me when I asked what was the date penalties start applying and also what date credit reporting occurs told me penalties start XX/XX/XXXX and credit reporting XX/XX/XXXX. 

I was working with XXXX to figure out a reprieve based on the twin building to mine getting issued the same abatement and on XX/XX/XXXX they told me I was conditionally approved for the reprieve and they would re-assess my escrow to hopefully back to what it should be. They advised me that the re-analysis would take approximately XXXX business days and to give it XXXX weeks. I called XX/XX/XXXX after hearing nothing. 

ServiceMac advised that they had completed the re-analysis but were unable to change the number to the normal amount because they didnt know how much the abatement would cover. They had re-assessed the mortgage payment to {$8600.00}. ServiceMac advised me of some methods to help complete the reprieve so I called the city to see if they could provide the information but I received no response. 

On XX/XX/XXXX with no traction from the city and the extraordinary funds finally cleared in my accounts I paid the {$9100.00} for XXXX ( credited to XX/XX/XXXX ) then paid on XX/XX/XXXX ( credited for XX/XX/XXXX ) the XXXX payment of {$8600.00} to at least bring my account to balance. 

On XX/XX/XXXX after XXXX EST and after I had paid the account to date I received a notification from my credit score reporting saying ServiceMac had reported late payment, crashing my credit score almost XXXX points. 

I called ServiceMac Monday the XXXX to determine what happened. The agent I spoke to said they would order an internal investigation and to call Wednesday the XXXX to check. On XXXX the XXXX I called and the representative advised me ServiceMac found the credit reporting valid. I explained the circumstances and the agent ordered another review to be completed Friday the XXXX. The investigation wasnt completed when I called the XXXX so I called today, XX/XX/XXXX. 

The agent I spoke with today advised me ServiceMac again found the credit reporting valid and there was nothing they can do. I spoke with a supervisor who advised me that there was also nothing he can do except ask his manager if he can listen to the recorded lines to confirm I was indeed advised XXXX separate times of the dates of XX/XX/XXXX for penalties and XX/XX/XXXX for credit reporting. 

I havent heard back from him and Im at the end of my rope, Im trying to do my best navigating a double of my mortgage and played by the rules that ServiceMac themselves advised me of. Please help.

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 non-monetary relief