Consumer complaint received 2015-12-28
Company: SN SERVICING CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I am in the processing of selling my home and the mortgage company sent me a payoff that is XXXX over the principle balance in the monthly statements they have been sending me. I have requested for 2 months for an explanation of the reason for the dollar amount of the principle and to this date XXXX/XXXX/XXXX have not received an explanation. Back in XXXX XXXX I requested an explanation of the loan summary and never got a response. I am attaching the email I sent them asking questions that were never answered. 
To : SN Servicing Corp XXXX XXXX, XXXX Attention : XXXX XXXX Re : Loan XXXX, After we have reviewed our loan history you provided, we have questions. Please look over and send explanations of the following questions : 1 ) It is our understanding once the Bankruptcy was approved, all past due P & I and any late or legal fees were included in the amount for the Bankruptcy. But it does n't appear based on the loan history you provided, that this is correct. 
2 ) It is also our understanding that there should be a late fee applied only if our payment is 16 days or more past the due date ( the XXXX of the month ), since going into Bankruptcy. But it appears that there are late fees applied when it should not have been. 
3 ) The loan history you provided shows our first payment on XXXX/XXXX/XXXX was applied to the XXXX/XXXX/XXXX payment and this payment according to the Bankruptcy was suppose to be applied for the XXXX/XXXX/XXXX payment. All payments that are applied since Bankruptcy started are being applied to past due payments that are included in the Bankruptcy total you presented to the Trustee. 
4 ) The loan history you provided shows at the time of Bankruptcy we were only XXXX payments behind and not XXXX payments according to what you provided the Trustee. 
5 ) There are many transaction descriptions that shows " other fee assessments '' and we understand the late fee for the payment, but what are all the other fee assessments. There is not a column for the balance of these transactions. 
6 ) There are many transactions for legal and attorney fees. We would like a description of what these are for. 
7 ) There is a column marked " Unapplied Balance '', we would like to know what this column represents and what are the monies going into this column. 
8 ) We would like an explanation regarding the P & I adjustments when no payment is being made. For example on XXXX/XXXX/XXXX our principle balance went up XXXX, but no explanation as to why it increased. 
9 ) When we make a payment, we understand that any monies over and above the payment amount is suppose to be applied to interest first then principle. On the loan history you provided, this is not always the case. 
I sent this email on XXXX XXXX, XXXX, and to this date have not been answered. I have researched an read complaints about this company. The only answer I would like to get is an honest one and oh yeah, an answers to my questions.

Company response to consumer: Closed with explanation