Consumer complaint received 2023-10-20
Company: SN SERVICING CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
On XX/XX/2023, I received a call from XXXX XXXX stating he was with SN Servicing and wanted to discuss our forbearance application we submitted. We talked and I took the following notes : XXXX financing XXXX XXXX ( New Account File XXXX ; only call him ) 1. House listed in default 2. My account been transferred to loss mitigation department 3. We have qualified for the XXXX program 4. He will help lower our payment, interest rates and all past due payments will be placed at the end of loan 5. Tying to approve the modification and error coming up on his end and not letting him proceed through 6. Put on hold 7. The modification was not letting him proceed even though I am qualified.

8. They cant just give modifications out ( reason we were not approved in XXXX ) 9. Must meet criteria 10. Then can finalize modification 12. Error message said escrow is behind 13. Told him I do not have escrow 14. Said he corrected it in the system and approved 15. Placed on hold to finalize loan modification 16. Wants to know what I want to pay for a mortgage?

17. Or lower interest rate? 
18. Either lower payment or interest rate $ XXXX at fixed 2.25 % interest rate 19. 3 months trial payments XXXX, XXXX and XX/XX/XXXX. If all are on time, formal loan modification will XXXX. 
21. Payments will go down to $ XXXX until we pay off loan 22. I must pay first loan modification of {$750.00} today 23. All payments missed to end of loan ( bring account current and out of foreclosure ) 24. After first trial payment, receipt then will get documents in mail, signed for and send back.

25. Once approved today, they can not proceed with the foreclosure 26. Once the payment is made today, the house will be removed from foreclosure status 27. I am qualified for loan modification and he is trying to help 28. SN has not been able to help until now because I did not qualify. 
29. Now I can help out 30. Only call his direct line 31. Call back on main line 32. He can help now because customer at edge of losing their home, close to foreclosure, given first priority for program.

33. Why I didnt qualify in the beginning but qualify now.

34. Pay first payment by 35. Will receive documents Monday or Tuesday in mail by overnight 36. Payments are not made online or over phone 37. Payment needs to me applied as loan mod trial payment 38. Rules of XXXX program, 3 trial payments are accepted ( 1 ) Attorney accept payment with money order and mailed overnight or XXXX. Will take a couple of days to be delivered tomorrow or Monday ( 2 ) or other way is through money service at XXXX. Not required to pay anything else other than payment amount. 
39. Apply payment today on account and complete proceedings on his end, send docs out 40. Call on his direct line only 41. Check with payment department and generate scan bar for loan modification 42. Go to XXXX and show the scan bar code 43. Once I go to XXXX, show bar code and accept payment there 44. Cash or debit card to make payment XXXX XXXX with SN Servicing. Called from ( XXXX ) XXXX Email : XXXX Direct line : ( XXXX ) XXXX

Company response to consumer: Closed with explanation