Consumer complaint received 2022-09-26
Company: SN SERVICING CORPORATION
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our family has lived in this home for 30 years. We are now facing a foreclosure because SN Servicing refused to offer any assistance when our family income was severely impacted due to Covid 19. This loss of income made it impossible to pay our mortgage at that time. Since then we have gotten back on our feet but SN Servicing has now shut the door on our family, just like they did when we contacted them after we were impacted by Covid. I have learned that the government authorized the CARES program to help cover lender costs who offered forbearance programs to distressed homeowners. We wonder why their agents refused to provide this option for our family? We called many times and asked for assistance, we asked if there was anything that could be done to help a family affected by Covid and no one at SN Servicing was willing to offer any type of help. We are now being sent court summons threatening foreclosure by the lender. This is an avoidable foreclosure, we are back on our feet and make a fair living, we feel that SN Servicing has denied us access to government programs that should be made available and has created artificial barriers to deny assistance. 

We have gone through horrific tragedy the past few years -- -my oldest son being killed in a motorcycle accident, and then seven months later our daughter was diagnosed with XXXX and she passed away in XXXX. These incidents devastated our family and due to XXXX and side effects from my XXXX treatment I was unable to work and had to apply for XXXX. We applied for and were eventually approved for a loan modification with SN Servicing. We set up the payments on automatic debit and paid as agreed until XXXX affected our family. My husband XXXX has worked as a materials handler for 24 years. First he had his hours cut, then a few months into the pandemic he was put on leave and ended up on unemployment. We kept making the mortgage payments until all of our funds were exhausted. We were victims of fraud on our bank account so we had to close it. I called SN Servicing to explain that the bank account was closed and that my husband was on unemployment due to XXXX and asked if SN Servicing could help. They told me they were sorry, there was nothing they could do to help. I explained the situation but their agents did not care even though my husband had been put on leave due to XXXX, even though the government had the CARES program which was specifically designed for this situation to help our family. 

Once my husband was back to work we tried to resume making our mortgage payment but SN Servicing would not accept the payment. We were told we would have to pay all missed payments and fees or if we wanted, we could TRY to apply for a new loan modification. We provided the information and were offered what appeared to be a modification, but this required a down payment of {$3800.00} in the next month to even be CONSIDERED or RECEIVE the modification. Although we appreciated the help, I had already scheduled and paid the {$5000.00} deductible to our insurance company for medically necessary XXXX XXXX XXXX and XXXX XXXXXXXX that same month. We tried to extend the time to pay the good faith payment a month or two but XXXX XXXX told us if we did not pay by the deadline it was over, they were going to foreclose. We can afford our mortgage but due to the way this company has handled the servicing, we are facing an avoidable foreclosure. We have equity in the property and are concerned that SN Servicing and the investor are engaging in unethical and questionable actions in order to enrich themselves at our expense.

Company response to consumer: Closed with explanation