Consumer complaint received 2022-07-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SN SERVICING CORPORATION
State: AR

Complaint narrative:
I am an essential front line worker who was negatively impacted by XXXX XXXX. I contacted my mortgage lender for my loan, SN Servicing to see if there were any programs they could offer me to help me get through the hardship. They told me there were no programs, and did not discuss or offer the CARES forbearance plan. Instead they told me I had to re-file bankruptcy to stop the foreclosure process and now I am facing a sale date of XX/XX/XXXX. SN Servicing has repeatedly denied me access to government programs and options that they are required to offer to distressed homeowners and has obstructed the process and failed to consider me for retention programs such as loan modification, forbearance, partial claim, restructure of loan or repayment plan. I have been trying to get SN Servicing to review my current and correct financial information, but they have told me it is too late and that the only option was to re-file bankruptcy. I had no choice and re-filed, but SN Servicing added in an additional $ XXXX in late fees and legal fees at the last minute, and the trustee could not make the payments work and the bankruptcy was dismissed a couple of months ago. I had previously been in a XXXX  XXXX for 4.5 years and made all payments to trustee and the lender XXXX XXXX as agreed. Unfortunately while in bankruptcy I lost my job and could not keep up with the trustee payments. I requested an extension or some kind of understanding since the plan was almost paid off but instead was dismissed out of the plan. At that time I went to SN Servicing ( who was now handling the loan ) to ask to be considered for homeowner assistance programs for distressed homeowners. They lied and told me there were no programs or options and that I should just re-file bankruptcy. This is outrageous. I have worked hard to make sure the mortgage was paid and then due to job loss and bankruptcy dismissal the whole thing fell apart. I should have been given options by SN Servicing but they denied access to these government programs. When Covid 19 hit I was impacted and for a time my medical office was shut down. I reached out to SN Servicing to see if there were any programs to help me and they lied again and said there was nothing they could do, even though I clearly qualified for the government CARES forbearance plan. 

I have worked in XXXX XXXX for nearly 10 years since my divorce. A few years after buying my home in XXXX my ex stopped paying child support which caused me to struggle financially, and I was slowly sinking. I decided the best solution was to file a XXXX  XXXX bankruptcy so that I could restructure and manage my debts. As explained, I entered into a 5 year plan with the trustee and made all my payments on time for 4.5 years. XXXX XXXX and then SN Servicing received EVERY payment on time for 4.5 years while I was in that plan. Then I lost my job and had trouble making the bankruptcy payments and no one would work with me, even though I had almost completed the plan. 

I am now facing a foreclosure sale date of XX/XX/XXXX. SN Servicing was REQUIRED to offer me the CARES forbearance plan and failed to do so. SN Servicing was REQUIRED to conduct a full review of my financial circumstances to determine eligibility for loan modification, loan restructure, partial claim or repayment plan and never did so.

Company response to consumer: Closed with explanation