Luz was Wonderful Luz was Wonderful. Luz was charming, extremely upbeat personality, expedient, professional, precise, clear explanation on handling My questions, resolved My issues. I could tell Luz would resolve My request however long it was going to take. Excellent Representation For Supervisor And Company! Luz deserves higher reward, compliment possible.

I'm fully disabled and my partner… I'm fully disabled and my partner supports myself and our child. I have been in and out of the hospital, weeks at a time for the last 3 years. My partner had to utilize FMLA days to keep his job but did not get paid. He had a heartache during this time from the stresses. I sent a request for a partial claim, forbearance or any thing to help us get caught up. We were late on a few payments but still made them. In October 2023 we were offered a trial from 10/23-01/24 to pay and show we were able to make consistent payments. I made our payments each month and I made sure to verify on the phone with their reps that as long as the payments were made by the last of each month. It would be considered as paid. I can't emphasize enough how many times I called to confirm this, each time being told yes, it was fine. Dec 2023 I tried to make my payment, it was a Saturday and the self service line wouldn't accept payment. Sunday, they were closed. Monday was New Years Day and they were closed. First thing on Tues I called to make sure my payment could be posted immediately. I was told that I defaulted because it was now Jan 2nd. There was much more involved after this because I would never jeopardize my home. I was sent a hardship package to fill out and hopefully get us caught up. The underwriters denied helping us and instead were told to pay $11k or we'd go into forbearance. I spoke with the customer service representatives again, and I was told if we could get caught up from missing payments from 10/23 to current, we'd be ok. Please keep in mind, I have canceled checks showing payments cashed by them, but no where was the money applied. In April I had another rep state over and over to me nothing was due until the past payments were caught up and then the new amount would begin. I asked the rep so many times to confirm because of the incorrect info I'd been given, to which she indeed stated this was correct. I made a partial payment on 04/08 for $1500 of $1850 due and told her I'd make a larger payment of $1000 to try to catch up. I received documents today that we are now in the foreclosure process and wont allow me to make any more payments! All of the conversations should have been recorded and I'd like to know how this is legal, never mind terrible business. A side note, our home has almost $300000 equity in it. I will be in touch with HUD/FHA/Fannie May, and the actual lender. My advice DO NOT UTILIZE this company if you can help it. TAKE NOTES OF ALL CORRESPONDENCE. THEY ARE A BUSINESS AND REALLY HAVE NO INTEREST IN HELPING CUSTOMERS WHO ARE TRYING TO MAKE GOOD ON THEIR LOANS.

Contradictory staff! I've sent money for recast, instead of depositing it into the principal they took a big chunk of it and paid for my FUTURE monthly payments. Spending people's money against their wishes is a crime! I've called and emailed about 100 times (no exaggerating) since December, every single person gives me a different answer from the previous one. I don't know how/where these people get trained for their "jobs". If you're reading this from Servbank, don't send me that email address, instead reply to the oen of the many that I've already sent!

My payments are still in suspense and… My payments are still in suspense and have been sense January. I’ve called three times and the issues is still not resolved. I made an over payment and they put the whole amount in suspension. I currently now have two full payments in suspension. They are saying I’m two months behind. They keep telling me it’s going to be applied. Now this last rep tried to say that money wasn’t mine. Beyond frustrated with this company.

I spoke with Kay about my account I spoke with Kay about my account, she was extremely friendly, knowledgeable and down to earth!, she was able to handle all of my questions and concerns quickly, efficiently and professionally. Awesome work kay!