Consumer complaint received 2022-08-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: SERVICEMAC, LLC
State: SC

Complaint narrative:
I initially reached out to Service Mac in XX/XX/2022. I was requesting PMI removal and they sent me a form. Upon reading the form, I was not comfortable signing it as it stated I was giving permission to trigger an appraisal. I was looking to get a HELOC as well and was going to need an appraisal for that as well. I responded to the email, not completing the form, and asking to speak with someone as it did not make sense to pay for two independent appraisals. I never heard back and decided to hold on the HELOC. In XXXX, I decided to move forward with HELOC and in speaking with my bank they advised getting one appraisal for both. I contacted via email, Service Mac and asked my questions. no response. I then contacted via phone and spoke with customer service and she did state that it usually has to be triggered by them but she went and did research and came back and said that I could submit my appraisal within 90-days. Given that information, I had my bank trigger an independent appraisal, and once completed I contacted, via email Service Mac. Again, no response. The customer service agent had explained to me that the PMI Dept does " not have a phone number and that even the Service Mac Customer Reps have to use email to get in touch. '' She advised, that I email them. When I did not get a response, again. I called Customer Service and was given a run around and told different things to the point that I got frustrated and had to clearly state I wanted to speak to a supervisor. The person was not cooperative but eventually did. He then shared that they would assign the case but it would be faster to trigger an escalation via email, so I also sent an email outlining all of the information, yet again, and then got an email The person did not give me a direct number or email but advised that I email the main customer service desk and that, they would then send to her. I sent many more emails and made many more calls trying to get a response. I have yet to get a response. I am now on my second case manager, who again, reached out and since then, despite her VM saying that she will get back within 1 business day, have not heard a word. Have emailed and called. I went online today and read XXXX reviews and saw the same complaints over and over. I never chose this company to be my mortgage holder and am frustrated beyond belief. My house is selling at almost {$200000.00} more than I paid and the PMI needs to come off. Had I not been given incorrect information by customer service I would have triggered the appraisal via Service Mac and tried to get the HELOC Bank to use it but given she told me I could submit it within 90-days I went ahead. Appraisals run about {$500.00}, so I should not be penalized for having done my due diligence, but having been given incorrect information and tons of run around. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My availability to make this many calls and emails during woking hours is not ok. The loss of money and thought of needing to pay another $ XXXX for another appraisal is not ok. Most of all though, the lack of professionalism and respect by a company I had no choice in having take over my mortgage is not ok. My PMI needs to be removed, as the money should be in my pocket and not in theirs. Please assist. I have noticed on all of the XXXX complaints that they, Service Mac, posts the same comment-we have reached out to you on such and such date. The fact that they call and then not be reachable since you can not email or call anyone directly is beyond poor business. I do hope that you all can assist me in getting my PMI removed without having to pay for yet another appraisal given their negligence.

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