Consumer complaint received 2021-03-08
Company: SN SERVICING CORPORATION
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I believe my first call to SN Servicing Corporation was in the middle of XX/XX/2021. Below is a list of dates and what happened next. 

XX/XX/XXXX : Receive email from XXXX XXXX asking why I am applying for the assumption. I responded that same day telling her that my attorney was working on getting the assumption with XXXX XXXX before they bought my mortgage and that per my divorce agreement I had to have his name off the mortgage. 

XX/XX/XXXX : Receive email from XXXX asking if I was awarded the property and if yes, to send proof. I asked her if the Quitclaim Deed would work for that. She emails me in response that if I was awarded the property I will need an attorney to draft the assumption in state and then submit to them for their Modifications Department to review and sign off on and then they will send it back to the attorney. I answered that I was confused and asked if the Quitclaim Deed would work for the Assumption. 

XX/XX/XXXX : XXXX tells me to send it to her and she'll submit it XX/XX/XXXX : I forward the Quitclaim Deed to XXXX XX/XX/XXXX : Emailed XXXX asking if she had received the deed. I never got a response. 

XX/XX/XXXX : Emailed XXXX asking again if she received the deed. No response. 

XX/XX/XXXX : I emailed my housing attorney explaining that I was not getting any response from the new mortgage company, SN Servicing Corporation, in regards to the assumption. 

XX/XX/XXXX : I emailed my housing attorney again asking for help with reaching SN. 

XX/XX/XXXX : I emailed my housing attorney again about the assumption and how to get an answer. He answered to continue calling them and emailing them but to also send a Notice of Error and claim that I need my request for the assumption to be handled promptly, that I had already sent the Quitclaim Deed over, per their request. I left another message for XXXX. 

XX/XX/XXXX : I sent an email to XXXX stating that I still haven't heard back from her, I have called her three times and sent quite a few emails with no answers. I asked, again, if she could let me know that she received the deed and when I can expect the assumption to happen. She did email me back asking for the loan number and names on the loan, which I had already given to her. 

XX/XX/XXXX : I send the Notice of Error certified mail. XXXX called me during the day to tell me that she had received it, that they were hit by the same storm as Texas and she had not been to work in awhile. I told her that I had never heard of her response to me that an attorney would have to draft it in state. She told me that she would get back to me that night with more information. She did leave me a message and asked that I call her on Monday night, XX/XX/XXXX. 

XX/XX/XXXX : SN receives my certified letter. I call XXXX at night as she asked. I got her voicemail and left a message. 

XX/XX/XXXX : I emailed XXXX stating that I had called her on Monday and left a message. I asked when should I try to reach her again. XXXX called me and informed me that they are only a servicing company and that they don't do assumptions. She told me that I would have to refinance through another mortgage company or do it through the court. I then emailed this information to my housing attorney. He responded that he will have to get back to me about it. 

XX/XX/XXXX : My housing attorney emails me what I need to do. He told me to mail a " Request for Information '' to XXXX where I ask for their loan assumption policy. I wrote it up and will be mailing it out certified mail in the next few days. He told me to file a complaint with you too.

Company response to consumer: Closed with explanation