Mortgage -- Trouble during payment process -- Complaint #13188850
Complaint Overview
Complaint ID: 13188850
Company: Servicemac, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Florida
ZIP Code: 326XX
Date Received: 2025-04-25T12:00:00-05:00
Date Sent to Company: 2025-04-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX we received a letter from XXXX XXXX XXXX XXXX stating that the previous year 's taxes were delinquent and our title/deed would be sold if these remained unpaid. We thought this was a scam because we have always paid our mortgage on time and our taxes were paid through escrow. I called XXXX XXXX tax department directly first thing on XX/XX/XXXX, who proceeded to inform me that not only was the letter legit, but also that we owed XXXX & XXXX taxes. We were shocked. Immediately, I contacted XXXXXXXX XXXX. We were on the phone for over XXXX minutes explaining what we had been told by XXXX XXXX and trying to send them a copy of XXXX XXXX letter through a document transfer site that they use but continued to fail to upload ( according to the representative this was a common problem ). They gave me an XXXX of 30 days to resolve. When you are at risk of losing your home and have a young family and through no fault of your own, 30 days is simply not acceptable. I asked that this be escalated and made priority given the urgency and to please call me back same day with an update. No one called me so I called them in the afternoon again. I got passed around between escrow department, tax department, customer service/experience etc. No one wanted to take responsibility and everyone blamed each other. Over an hour of being on the phone, I insisted on speaking to a senior leader. It was then that they assigned me a Customer Support XXXX to handle my case. Upon investigation, XXXXXXXX XXXX realized that they made a critical error and omitted a parcel number since XXXX which has made the escrow analysis incorrect since. This mistake has resulted in XXXX XXXX XXXX of delinquent property taxes for XXXX & XXXX and a shortfall for XXXX resulting in an additional XXXX XXXX a month to my mortgage payment ( excluding the XXXX XXXX shortfall ). In additional to the financial impact, this has had added significant emotional stress and reputational/credit damage. We have always paid our mortgage on time and made all the payments as per our contractual obligations. However, XXXXXXXX XXXX has been negligent and failed its duty of care to us. If for not receiving the letter from XXXX XXXX XXXX Department, we would not have realized their oversight. XXXXXXXX XXXX is refusing to take responsibility for their negligence and lack of duty of care and just expecting us to pay XXXX years ' worth of property taxes to catch up, which resulted from their mistake, without taking accountability.
Frequently Asked Questions
What is Complaint #13188850 about?
Complaint #13188850 was filed against Servicemac, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-04-25T12:00:00-05:00.
How did Servicemac, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Servicemac, LLC?
Yes, visit the Servicemac, LLC company profile at readthecomplaint.com/company/servicemac-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.