Consumer complaint received 2026-03-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: SERVICEMAC, LLC
State: FL

Complaint narrative:
I was on XXXX XXXX XXXX XXXX orders from XXXX XX/XX/XXXX thru XXXX XX/XX/XXXX. On XXXX XXXX, my next set of orders were cancelled due to the government shutdown resulting in me being furloughed from XXXX XX/XX/XXXX thru XXXX XX/XX/XXXX. I immediately notified my mortgage lender, ServiceMac LLC of this issue on XXXX XXXX as I was unable to make my mortgage payment for XX/XX/XXXX where I was then advised my application would be under review to see what I was eligible for in terms of payment relief via over the phone ; and that it could take approximately 30 days for the review to be completed. On XXXX XX/XX/XXXX I was notified by e-mail that effectively on XXXX XXXX XXXX my mortgage was placed on a Forbearance and the details of this plan and the duration would be mailed to me however, I never received the official documents for this forbearance, which then prompted me to call ServiceMac again however, at this time I informed them that I wanted to remove my loan from Forbearance as I returned back to XXXX XXXX military orders on the XXXX of XX/XX/XXXX. During my phone conversation on XXXX XXXX when I informed them of removing the forbearance, I was then informed of the outstanding balance of the XXXX missed payments ( XXXX and XXXX ) however, I also was aware that during the review of my forbearance that I was protected from any late fees or foreclosures. During the phone conversation, I was asked if I would be making the $ XXXX balance up front or if I wanted to go on a payment plan. I advised the customer service representative that neither of those options were feasible for me as I was not entitled to receiving backpay from the government shutdown. This prompted another maximum 30 day review to see what options would be most feasible for me given my financial circumstances. On XXXX XX/XX/XXXX I called back on the status of my application for my financial relief where I was advised that my loan was modified which then increased my interest rate to now 6.8 % which then increased my mortgage payment from before. While this seemed to only have been the best option for re-payment I concurred. However, On XXXX XX/XX/XXXX, I received a letter by mail that ServiceMac received my active-duty information and " are pleased to inform me that I am eligible for protection under the SCRA for XXXX current mortgage loan. During your XXXX XXXX period and for XXXX year thereafter, the interest rate on my loan will not exceed 6 %.. etc. '' This prompted me to call back on XXXX XX/XX/XXXX for further clarification where I asked to see the re-payment/loan modification documents via e-mail to look into why the drastic change in my interest rate from what it was previously. On XXXX and XXXX XX/XX/XXXX, specifically on XXXX XXXX, I called back to request a re-calculation of my upcoming 3 month trial plan payments to now factor in the 6 % I was entitled to as I was protected under XXXX as of XXXX XX/XX/XXXX. After numerous calls and different representatives, I spoke to a gentleman around XXXX and he was very understanding as he explained he came from a military background and was familiar with SCRA XXXX He informed me that they would work on re-calculating my payments to factor in the 6 % from which I now have over-paid for XXXX 's mortgage, and XXXX and XXXX 's missed payments, and that I should call back at the end of the week if I did not hear back from ServiceMac on an update. On XXXX XX/XX/XXXX I called back to follow up and I was informed that it would take more time to have this re-calculation done. However, I advised the female representative of whom I spoke to over the phone about my SCRA protection and I did not want to proceed making the XXXX upcoming payments as I would be over-paying on my mortgage that was not capped at 6 %. She proceeded to cancel these automatic payments and the amount of $ XXXX was applied to XX/XX/XXXX 's payment. She promised that she would call me back to follow up on XXXX XXXX and I never received a call back. Monday, XXXX XX/XX/XXXX I called ServiceMac back to advise on a status of the re-calculation and I saw no changes on my statement balance for XXXX and XX/XX/XXXX. I was then informed that the XXXX is only temporary and does not apply to their terms when a loan modification is being done and I am to still continue making the payment of $ XXXX for the trial payment plan. This then prompted me to reach out to my local XXXX office after doing extensive research on XXXX in regard to loan modifications. Based on the documents I provided to my XXXX, I was instructed to submit a complaint through CFPB. Today, on XXXX XX/XX/XXXX I called ServiceMac back at XXXX to request documents to ensure that they did not in fact change my loan from forbearance to delinquient. The customer service XXXX advised me that that was not the case and I am currently under loss mitigation with the loan modification. I proceeded to ask why is my SCRA protection not applicable to my circumstances and I read verbatim from their own clause in the documents they sent me via e-mail that listed the payment breakdown of my loan modification, and in their clause it states " Important Disclosures ; Attention ServiceMembers and Dependents : service members on XXXX XXXX or a spouse or dependent of a service member, XXXX be entitled to certain protections under the XXXX regarding the service members interest rate and the risk of foreclosure. XXXX and certain state laws provide important protections for you, including prohibiting foreclosures under most circumstances. If you are currently in the military service, or have been within the last 12 months, AND joined after signing the Note and XXXX XXXX now in default, please notify ServiceMac , LLC immediately, etc. '' As I read this verbatim, to include specifically what XXXX benefits include, i.e. " SCRA can still be applied to a mortgage loan that has been modified for a trial payment period plan. XXXX protections apply to mortgage obligations incurred " before '' XXXX XXXX and they continue through XXXX XXXX for XXXX year afterward. '' I provided all of the research I obtained and guidance from my XXXX and specified to the representative that due to being furloughed in XXXX and resuming XXXX XXXX XXXX is what triggered my XXXX benefit/entitlement and all during the time when they modified my mortgage loan. The representative then proceeded to explain that they can not do the re-calculation of the capped 6 % interest rate because I am in a re-payment plan and that they can only do the calculations " AFTER '' all XXXX payments have been received ; again this is still including my increased rate of 6.8 % with the loan modification. I asked the representative to provide me documentation that specifies exactly where I can not have my payments re-calculated due to their own agreement and she was unable to provide this documentation showing that they are still adhering to the law. My next payment is due XX/XX/XXXX however, I am seeking this to be rectified as I will still continue to be over-paying on my mortgage to include an already overpaid amount of 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