Consumer complaint received 2025-07-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SERVICEMAC, LLC
State: VA

Complaint narrative:
On XX/XX/year> the servicing of my mortgage loan was transferred to Service Mac, LLC. My mortgage payments since the transfer have been on time and for the total payment amount due. XX/XX/year> {$2700.00} and XX/XX/year> {$2700.00} The issue is my Escrow account and Real Estate Taxes for the mortgage loan. 
Per the city of XXXX XXXX, VA XXXX the annual taxes due are {$3700.00} and there should be XXXX payments for this - XXXX installment due on XX/XX/year> for {$1800.00} and XXXX installment due on XX/XX/year> for {$1800.00}. I have emails about this as proof. 

To date here are the Tax Payments that Service Mac has sent for Real Estate taxes : XXXX {$3100.00} ( this was an overpayment to the City of XXXX XXXX ) XXXX {$1800.00} ( this payment is not due until XXXX and they have already sent the payment 5 months early and this should not have happened. 

The city of XXXX XXXX sent a refund check to the XXXX party company that makes the Tax Payments for Service Mac. That company is called XXXX. Refund check amount {$1300.00} dated XXXX. This check should have been applied to my Escrow account as it was a refund for an overpayment. I have emails about this as proof. 

I have called the XXXX  Department at Service Mac 4 times already. My last phone call on XXXX at XXXX XXXX. EST I told the Agent I wanted a Manager to call me about all of this and he assured me that everything was documented and a Manager would call me as soon as they are available and no one has called me. 

Service Mac tells me that they can see this refund on my account dated XXXX but there is NO proof of this on the Service Mac portal when I log into my account. My escrow account is in the negative because of all these issues. I can see no records of this payment being added to my Escrow or what Service Mac has done with it when the received it from XXXX. My Escrow balance should NOT be negative at all. 

Service Mac portal shows Taxes Year to Date as {$6600.00} and this is well over the annual Real Estate Taxes that are/were due for 2025. I have a screen shot PDF as proof. 

Today, XXXX XXXX sent an email to XXXX XXXX at the City of XXXX XXXX inquiring about if a Refund was due to me in regards to Real Estate Taxes and she replied via email and told them about the check that was sent to them for {$1300.00} dated XXXX. XXXX also advised XXXX via email about the annual tax amount due and that it is divided into XXXX payments and the payment amounts and that the XXXX installment is due on XXXX. To date the City of XXXX XXXX has not received the XX/XX/year> payment that was sent on XXXX. I have proof of these emails. 

I understand XXXX is the 3rd party company making payments for Service Mac but why would XXXX send emails about my taxes to the City of XXXX XXXX vs. Service Mac since they are supposed to SERVICE my loan. NO ONE HAS CONTACTED ME. 

Service Mac has done two different Escrow Analysis on my mortgage loan. The first analysis said they were raising my mortgage from {$2700.00} to {$3100.00} dated XX/XX/year>. Today, I can see that in the Portal they have added a 2nd Escrow Analysis dated XXXX showing they were lowering my mortgage from {$3100.00} to {$3000.00} dated XXXX. I DID NOT AGREE TO MY MORTGAGE PAYMENT BEING RAISED AT ALL. ALL OF THESE REAL ESTATE TAX ISSUES AND SERVICE MAC HAVING INCORRECT ANNUAL TAX AMOUNTS HAS CAUSED MAJOR ISSUES. 

I need this resolved asap. This is why I am filing this complaint today XXXX. No one has called me from Service Mac and they have a 3rd party company ( XXXX  ) emailing the city of XXXX XXXX about my mortgage loan taxes and this should have been handled by Service Mac. 

Thank you.

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