Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: SERVICEMAC, LLC
State: CA

Complaint narrative:
Back in XXXX, I purchased my home and had XXXX XXXX as my lender / loan servicer. All my payments to them were made as they were automatically drafting money from my bank for years to pay for my mortgage loan. Unbeknown to me, in XXXX of XXXX, the loan to my house was sold to Servicemac / XXXX. I understand that sales of loans are normal in the mortgage industry, but this was not a normal sale. I say it was not a normal sale because I was never notified of it. Not by XXXX, and not by Servicemac / XXXX. One day I just received a call from Servicemac / XXXX saying I was late on my payment, and I had no clue who they were. After they informed me of who they were, I paid them whatever they claim was owed, but the damage was done. My credit report had been damaged due to no fault of my own. It is my understanding that if a mortgage lender sells a loan to a different lender, I am supposed to be notified about the sale or transfer weeks in advance. I'm also supposed to be notified a few weeks after the transfer by the new servicer. That never happened. For almost a whole year I tried calling Servicemac / XXXX and they told me they couldn't do anything about it. According to them I was late, and they were going to report me as such. There was no admission of fault on their end nor any acknowledgment that I was not notified about the transfer. Finally, in XXXX of XXXX, I start disputing the late payments in writing. I submit disputes to all three credit bureaus, as well as Servicemac / XXXX. Along with the dispute notices I also provided proof of identity with a copy of my license, my social security card, and proof of address. To this day I have yet to receive a single response in writing from any entity. To show how egregious this non-response from anyone is, I submitted my initial disputes to all parties involved on XX/XX/XXXX. After no response, I submitted another round on XX/XX/XXXX. Several months later, and still no response. I then submitted multiple rounds each month until I submitted my final disputes on XX/XX/XXXX. Because all my requests have been ignored, and I suspect they are going to ignore my request again, I decided to enlist a well-known local professional assist me with this matter. I told him my situation, and he helped me call Servicemac / XXXX on the XXXX of XXXX to escalate the situation. On XX/XX/XXXX, we spoke to a XXXX who confirmed to us that based on their records, all payments before Servicemac / XXXX took over the loan in XX/XX/XXXX were made on time. Due to this, we explained how my credit was ruined because I was never notified that my loan was transferring, and my payments which were automatic were stopped because now there was a new lender. At first, she didn't seem to care. Once I informed her I would be filing this very same complaint due to her company 's bad practices and acting in bad faith, she said she would escalate the matter and get her manager XXXX on the line. He never did, but XXXX told us he would be calling me tomorrow from XXXX XXXX to XXXX XXXX He never called. Now I'm stuck with late payments on my credit report due to no fault of my own and no one seems to care. Actually, it goes beyond no one caring and delves into the illegal territory. For the credit bureaus to not have investigate this after 6 months is a violation of the F.C.R.A. as I have recently found out. For lenders to not inform me of a sale or transfer of a loan is a violation of Real Estate Settlement Procedures Act ( RESPA ) or Truth in Lending Act ( TILA ). I am coming to you as this is my last recourse before I have to take this matter into the world of lawsuits. That is something I am hoping to avoid as it would take more time and money, but not something I am shy from doing if it's necessary. I am hoping it does not become necessary as Servicemac / XXXX is in the wrong as are the credit bureaus. XXXX is too, come to think of it.

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