Consumer complaint received 2026-03-22 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: SERVICEMAC, LLC
State: SC

Complaint narrative:
I closed on my mobile home on XX/XX/XXXX. The house was clear for a post-close de-title. I received a credit for prorated property taxes from the seller during closing. This was supposed to be put towards paying off my property taxes. It states in my closing documents that my property taxes and insurance are to be escrowed and 13 months of property taxes and insurance were collected at closing. I also signed in the closing documents that the purchased home address is my new mailing address. I also submitted a primary residence 4 % special assessment form which they accepted. The first year went by and on XX/XX/XXXX I received a neon letter on my house from the county saying the house will be sold at tax sale due to delinquent taxes with a deadline to pay the taxes. Mind you I have never missed a mortgage payment. I talked to my real estate agent and frankly I don't exactly remember how everything went but I believe they thought there was an issue in the deed with the description of the property. I was under the impression the issue was solved. The next year I received an identical letter for delinquent taxes for the year XXXX ( see attached ). I made more phone calls and involved the loan servicer as well. ServiceMac ( servicer ) said they have been trying to pay taxes but the county kept refunding them. Every time I called the county I got a different person and different information. One time they actually told me all my taxes were up to date. I also told them that they had the wrong address on this form. The address on the both notices were my former address where I lived before I bought this house. XXXX comes along and this time in early XXXX my wife signed for a letter saying the house was sold at auction and I have until mid XXXX to pay the taxes plus all the fees and penalties for delinquent XXXX taxes or turn over my title to the purchaser at the tax sale ( see attached ). I had less than 2 months to come up with {$3200.00} or lose my house. This is difficulty to do on a single income with XXXX kids under XXXX XXXX XXXX. I called the servicer and asked if there was an overage in my escrow account which there was. They sent me about {$1300.00} and I had to borrow {$2000.00} from my mother to redeem my house. Luckily I had some good connections and they were able to advise me on what I should do. Here are somethings I discovered since I received that letter in XXXX : 1. The house had never been detitled. The servicer said they do not pay taxes on mobile homes. The county detitlement inspection was done in XX/XX/XXXX and the XXXX received it the next month ( documents attached ). Once again, every time I talked to someone at the county I get a different person with different information. I was told the house was detitled, I was also told the house was NOT detitled. 2. The taxes for XXXX were not paid until XX/XX/XXXX ( probably when I made phone calls about that first notice I received ) and were paid by the servicer. The county told me this and there is a payment history on the loan servicers portal. The payment history is very vague and has a payment on XX/XX/XXXX marked as " tax disbursement ''. But since they don't generally pay my land taxes until XXXX I have no reason to think this payment was actually for that current years mobile home property taxes. 3. I went to the county tax collectors office and asked for all the tax bills and they provided me with several papers each had the old address on file. I told them the address is wrong and for the third time in writing filled out a change of address form. The county told me the detitlement was delayed due to owed taxes. I found out the county they had been sending my notices and bills to the wrong address this entire time. They waived the penalties and I paid off the XXXX taxes on XX/XX/XXXX ( see attached ) and the current XXXX taxes on XX/XX/XXXX ( see attached ). Because I had filed my taxes early I had the money to pay this all off. 4. The loan servicer stopped collecting for property taxes and stopped trying to pay them entirely in breach of their own self-interest and the closing agreement. I did not know that the loan servicer stopped paying on my property taxes and I did not know that the county had been sending all my bills and notices to the wrong address for nearly 4 years until I went through all of this since XX/XX/XXXX.

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