Consumer complaint received 2023-07-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SERVICEMAC, LLC
State: LA

Complaint narrative:
I do not have an issue with exactly that! I have an issue with the finance company, was XXXX now it switched to SERVICEMAC so in XX/XX/XXXX I bought my home prior to COVID, in XXXX I lost my job due to XXXX, I did enter a forbearance plan which they helped me but I was eligible to an additional 6 months, Within that 6 months, my loan change to another department, on XX/XX/XXXX which I was advised to submit another forbearance package before the end of my forbearance which I did to XXXX and stated that in the email. I did not hear anything back for a while so I reached out on multiple dates via phone to customer service at XXXX between XX/XX/XXXX - through XXXX until I received a response as to my loan getting switched to another department so I had to upload documents again for the XXXX XXXX department to extend my forbearance that I just uploaded the the other department because they could not find my documents even though I gave them the email. XXXX XXXX finally reached out to me on XX/XX/XXXX saying they will notify me that my information has been sent to the servicing company and is being reviewed. I haven't heard anything and had to call them. I tried to upload through the portal as they told me at www.loansolutioncenter.com, I could not so we were going back and fourth since then with Loss mitigation trying to get my documents right and the correct information to extend my forbearance, so I was finally able to upload them correctly on XX/XX/XXXX. At that time I thought I was ok for the additional 6 months as they usually call if something is missing well I get served with a foreclosure statement! I was a bit confused and tried repeatedly to figure out the reason why I was in foreclosure through customer service at XXXX, I never received any information so I called and attorney XXXX XXXX and paid them XXXX to get me out of foreclosure and extend my forbearance and they took all the information I had even the foreclosure and told me not to speak with them and they put a stop to the foreclosure and everything was fine, I had to come out of pocket for that. Now XX/XX/XXXX comes around and we wake up to our house on fire which was an electrical fire, it started in my daughters room and went throughout the house very quickly! My XXXX kids almost lost their lives and we lost everything we had, I called the insurance company which I just had structural damage with and they paid the full entire loan amount which was XXXX that is sitting in lost draft! I was not explained that I could find a home to replace it with the same specs as it was just rebuild or pay an additional XXXX in fees in order to get the title to my land which is what I originally wanted! Still to this day I tried to dispute the fees through so many sources and got no results, I could not even get an itemized document that states the fees in detail so I can see what they were for! I received the run around between customer service and loss mitigation to call each other for the information then never got it and when I asked to speak to the manager, they would hang up on me! I reached out to multiple people on email about my story in hopes they would waive the fees as we were staying in hotels that all my money went to then to renting it has been so chaotic and now loosing my job due to horrible organization of this company! In the mean time I am having to find free furniture and beg for it for my kids to sleep on because we were sleeping on floors in the rent house! My therapist which I can have statements from has had to treat me for severe XXXX and I was put on more medication as I was dealing with all this and worried about my kids who did not want to see a therapist and kept it bottled up as they went through this tragic thing and watched all their belongings and home for 3 years burn down! Now I am still dealing with loss mitigation to make sure my home does not go into foreclosure as I am not sure why they did not put a freeze on my account and still was making me pay and still is since the fire! I am dealing with Customer service, loss mitigation and loss draft along with a dealer for a home and everything else with no job because the time I have is limited everyday to take care of this! I am applying at jobs but my biggest issue is I will move forward with taking legal action if these fees that don't exist anywhere on paper work except my credit report which is not ok either! I am not sure how they want to start over with me owing {$170000.00} now. That is ridiculous to me having to attach unnecessary fees and not disputing them given the situation! I have never dealt with a company like this before!

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