Consumer complaint received 2025-07-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Alabama Housing Finance Authority
State: NC

Complaint narrative:
I am submitting this complaint against ServiSolutions ( Alabama Housing Finance Authority ) for : Raising my monthly mortgage payment without providing advance written notice or escrow analysis Making it nearly impossible to reach a representative by phone, despite being in financial distress Failing to explain that my payment could change under a fixed-rate mortgage during or after my loan transfer from XXXX XXXX I have a fixed-rate mortgage ( loan # XXXX ) that was originally issued by XXXX XXXX and transferred to ServiSolutions. In 2025, my monthly payment increased from {$1200.00} to {$1300.00}, an increase of {$70.00}. This increase appears to have come from the escrow portion, which XXXX from {$220.00} to {$290.00}. 

However, I received no prior written notice, no escrow analysis, and no explanation of this change, despite the fact that federal law under RESPA ( 12 U.S.C. 2609 ( c ) ( 2 ) ) requires at least 30 days advance written notice of any payment change due to escrow adjustments. 

I have now made multiple attempts to contact ServiSolutions, including XXXX phone attempts on XX/XX/2025 where I remained on hold for over XXXX minutes without reaching a live representative, and I received an automated email response stating that someone would be in touch within XXXX hours, but my mortgage is due today! This is in violation of Regulation X ( XXXX CFR XXXX ), which requires prompt access to personnel for loss mitigation discussions. 

In addition, I have recently become unemployed and I am under financial hardship. I formally requested hardship assistance and documentation of the escrow change, but it seems almost impossible to speak with a representative. This delay is placing me in deeper financial distress and undermines my ability to avoid default. 

When I originated my loan with XXXX XXXX, I was led to believe that a fixed-rate mortgage meant my monthly payment would never increase. No one from XXXX XXXX, nor ServiSolutions ever explained that escrow could change or that I would ever potentially be dealing with a different servicer out of state, one that apparently does not have a local office, and does not have live representative available to speak, as I only am able to access an automated menu and a 40 minute queue when I try to call their customer service number. I was not given an opportunity to accept or reject this transfer. 

I am formally requesting the CFPBs assistance in : Investigating whether ServiSolutions violated RESPA or TILA disclosure requirements Requiring them to provide proper escrow documentation Requiring immediate hardship review Investigating whether this payment increase and lack of support rise to the level of unfair, deceptive, or abusive acts or practices ( UDAAP ) I am also submitting this same complaint to the North Carolina Attorney Generals Office, as ServiSolutions is not a local servicer in NC and I believe this violates both the XXXX and protections expected in mortgage servicing. 

Thank you for reviewing my complaint.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation