Consumer complaint received 2026-04-30 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: CA

Complaint narrative:
* * Subject : * * Follow-Up CFPB Complaint Continued Servicing Errors, Split Identity, Inaccurate Reporting, and Failure to Respond to Notices of Error * * Loan No XXXX XXXX XXXX XXXX XXXX XXXX Prior CFPB Complaint : XXXX XXXX XXXXXXXX To Whom It XXXX Concern, I am submitting this complaint as a follow-up to my prior CFPB complaint referenced above. The issues previously raised remain unresolved, and additional servicing errors have continued. -- - * * 1. Split Identity / Successor to Self After Loan Assumption * * I completed a loan assumption in XXXX. Despite this, the account continues to be serviced under inconsistent borrower information. Due to my name change and incomplete system updates, I am effectively being treated as both the borrower and a successor in interest to myself. This has resulted in inconsistent account handling across systems. -- - * * 2. Account Still Tied to Deceased Borrower * * Although the loan assumption was completed approximately 11 months ago, the account remains tied to the deceased borrower in key servicing functions, including communications, loss mitigation, and account records. In the servicers prior CFPB response, they acknowledged that final system updates to remove the deceased borrower were not completed. Despite this, servicing activity has continued based on incomplete and inaccurate borrower data. -- - * * 3. Conflicting Credit Reporting vs. Ongoing Collection Activity * * On or about XX/XX/XXXX, the account was reported to credit bureaus as paid in full, closed, and with a {$0.00} balance. Despite this, the servicer has continued to : * Issue collection and delinquency notices * Send foreclosure-related communications * Send late statements after the reported paid/closed status This reflects a direct contradiction between external credit reporting and internal servicing actions. -- - * * 4. Failure to Properly Handle Notices of Error ( NOEs ) * * * * * NOE dated XX/XX/XXXX * * * No formal response was provided * Acknowledgment was delayed * Acknowledgment was addressed to the deceased borrower rather than to me * * * NOE dated XX/XX/XXXX * * * No acknowledgment has been provided * No response has been issued Additionally, my Notices of Error were treated as general correspondence rather than addressed as formal disputes. -- - * * 5. Continued Collection Activity Immediately After Notice of Error and Inconsistent Communication * * A delinquency notice/payment demand was issued XXXX day after the servicer received my XX/XX/XXXX Notice of Error. An additional communication followed approximately XXXX days later that did not clearly state the amount owed and instead referred me to loss mitigation. These communications were issued while : * The account had already been reported as paid in full and closed ( XX/XX/XXXX ) * The XXXX payment period remained within the applicable grace period * My Notice of Error remained unacknowledged and unresolved Additionally, ServiceMacs statements regarding repeated telephone contact attempts are not accurate. Only XXXX outbound call from the servicer occurred on XX/XX/XXXX, which is documented by voicemail. Any other calls reflected in XXXX were initiated by me, not by the servicer. This reflects continued collection activity without evidence of review and inconsistent communication regarding account status. -- - * * 6. Mischaracterization of Communication as Cease and Desist * * On XX/XX/XXXX, the servicer issued correspondence stating that a cease and desist had been placed on my account. This is inaccurate. I did not request that all communication cease. I requested that communications be provided in writing through appropriate channels. This request was mischaracterized and appears to have affected how my account and communications were handled. -- - * * 7. Inconsistent and Incorrect Address Handling * * The servicer did not apply my correct mailing address consistently and, in some instances, combined address information incorrectly. * A XX/XX/XXXX letter was sent to my property address, where I was not residing at the time * That same letter reflected a combination of my property address and my temporary apartment number * The CFPB response dated XX/XX/XXXX was sent to my correct temporary address As a result, I did not receive the XX/XX/XXXX correspondence until approximately XXXX month later after returning to the property. This demonstrates inconsistent and unreliable handling of borrower contact information. -- - * * 8. Inconsistent Statement Delivery * * I received a XX/XX/XXXX statement but did not receive statements for XXXX or XX/XX/XXXX. This occurred while collection communications continued and while my Notice of Error remained unresolved, further preventing clarity regarding the account status and any amount owed. -- - * * 9. Premature Foreclosure-Related Communication and Inconsistent Delivery Method * * A letter dated XX/XX/XXXX states that the servicer has the right to invoke foreclosure. At the time : * The account had been reported as paid in full and closed ( XX/XX/XXXX ) * The XXXX payment period remained within the grace period * My Notice of Error remained unresolved This letter was not sent via certified mail, despite its significance and inclusion of foreclosure-related language, while other communications from the servicer have been sent via certified mail. This reflects both premature escalation and inconsistent handling of important communications. Sincerely, XXXX XXXX XXXX XXXX XXXX : 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