Consumer complaint received 2025-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: SN SERVICING CORPORATION
State: IL

Complaint narrative:
Subject : Appeal for Resolution of IL Homeowners Assistance Fund Grant Payment Dear [ Recipients Name ], Its simple : My appeal was paid by the IL Homeowners Assistance Fund Grant in full on XX/XX/XXXX, at XXXX XXXX Central Time. The money was sent to S/N Service Corp , and at the time, it was {$24000.00}. XXXX sent S/N Service Corp an ACH payment in the amount of {$24000.00} on XX/XX/XXXX. For whatever reason, S/N Service Corp returned the ACH payment back to XXXX on the same day XXXX  told me this. When XXXX contacted them on the matter, S/N Service Corp said they would get back to them and S/N never contacted them again until XX/XX/XXXX. 
I was never informed by either party about receiving or returning the money. A point of contact appointed by S/N Service Corp to me was consistently MIA ( missing in action ) and very difficult to reach, taking days or months to respond. She told me in the beginning that she would send out a letter letting me know if they received the grant money or not, and then follow up with a phone call, then send me reinstatement papers to sign to get me reinstated. This never happened. I was told back in the summer by XXXX not to call so much and that they would contact me. And that my point of contact from S/N would reach out with a letter and a follow-up phone call. It took from XX/XX/XXXX to XX/XX/XXXX before I found out anything after I went ahead and made a call to XXXX. Thats when they told me I was approved back on XX/XX/XXXX, and the money was sent to S/N on XX/XX/XXXX and XXXX said they sent me an email. It took XXXX minutes or more to find it, but we didit was in junk mail. It was just as much their fault for this stuff as it was S/N Service Corps . I should have received a formal letter in the mail, and my point of contact should have told me about what happened to the funds and why they were sent back. 
S/N didnt even pay my taxes. When I did reach her on the matter, I started off on the missed taxes. She said it was S/N Service Corps bad , and they would take care of it. That didnt get paid until XX/XX/XXXX. Sad. Then she sent me on a wild goose chase with some number she said I had to get from XXXX to get the ball rolling, so to speak. I asked her, like I did often, if I could make a payment. She said no, I was still technically in foreclosure. Remember, at this point, I didnt know yet that the money was sent back. She acted as if she could see the funds on her XXXX or whatever she was using because she could have told me right then and there, but she didnt. So, what happened then? What was she seeing? 
I never could get a hold of her after that in XXXX of XXXX when I reached someone else at S/N Service Corp , it was a lady and thats when I found out that they said S/N didnt receive any money back in XXXX of XXXX. She became frustrated and said that S/N had received {$6000.00} on my account as of XX/XX/XXXX. She got upset and told me to reach out to my point of contact, who she said was now out sick and would not be back until XXXX. I was hot! At that point, I called XXXX, and thats when I found out they had sent S/N Service Corp {$6000.00} plus more without my wife or my consent on the matter. How could they do that, and how could you request more money than what was originally asked for, {$24000.00}? Now you had a total of {$31000.00}, an increase of {$6600.00}. I want someone to call me about this number because it fits perfectly in the time frame from XXXX of XXXX to XXXX of XXXX, if I divide my house payment up by 9 months it almost comes out to that amount, but more so I think they added late charges if you can believe that one. And if thats the case, why? 
Well, XXXX got here, and a few days into XXXX, I received two letters from S/N Service Corp saying my wife and I were two months late and had to pay it all in full. This is XXXX, period. So with this all out of the way, here is what I am doing : I have been misled, and S/N Service Corp has failed to provide me with information about the grant payments on my loan and then placed me two months behind on payments immediately after that. SN has one consistent theme the statement? thats all they try and tell me I should be looking at. I only received a few statements to begin with, and they all looked very much alike. I couldnt figure anything out of that at all. Why didnt they send me a formal letter in the mail the same way they did when trying to foreclose on me, and a letter saying we were two months behind? Why werent those letters just bundled into the statement as well? I Guess not in S/N the best interest. 
I have all my Is dotted and all Ts crossed.. I have so much information and proof about my loan, and it starts as far back as with XXXX XXXX XXXX I couldnt reach them for months during COVID, and when I did, they said they transferred my loan to S/N Service Corp . When I called S/N I was told they had no information on me. It took 4 weeks, actually 3 because your phone system was down for a whole weekfact check it, XXXX XXXX.S/N even told me at one point to contact my previous mortgage company and see if they gave me the wrong information. When S/N finally did find me in their system they quickly sent me to some guy who just threw me under the bus and said we were in foreclosure. I went from finally getting a mortgage payment that fit my house with XXXX  to this mess. And by the way I found out from their foreclosure department that they were sending all of my information to another town in IL. Called XXXX IL at a XXXX XXXXXXXX they were stupid!! enough to give it me the XXXX XXXX  number, which I had looked up belonged to someone else with another name entirely not even close to my name. 
I have to be in this house for 2 years at the most, if lucky 1.5 years. It depends on my grandbaby. My son is trying to get him. My son is in XXXX and got his job after school. Until that happens, we have to be here. Once thats up, we have a place in XXXX, and were gone. 
We can only pay our mortgage payment of {$660.00} and no more. Our house is a mess because we cant focus on fixing stuff because of the ordeal you have put us into. My gas and electric bill got up to {$5000.00} this past XXXX. Its now {$980.00} because our furnace went out back last XXXX, and they just ran the electricity up. We have a host of things to fix before winter hits. Living expenses are high for everything. My wifes health has taken a hit from worrying about my grandbaby along with this house. Shes on blood medication because of it. Bills from thatwe dont have silly bills like credit cards or other junk, not even an automobile at this point. All we can pay is our mortgage payment, and someone needs to step up and give me a callnot my new point of contact either. His name is XXXX. I told him I wish i would have had him to start with. I probably wouldnt be in this mess right now if they had been doing their job. 
So, with that said when you send that good faith payment statement it asked in the Body of the letter what i wanted to do remember that well i did just that i put exactly What i could pay and that was my mortgage payment {$660.00} i sent that so as you can See i have no problem making my Mortage payment at all. But i can not be paying S/N {$1000.00} till the Month of XXXX Absolutely not? 
I have something in my position called a ( FOIA ) Response Payment Confirmation Field From XXXX XXXX ) Its a List Priority Payment Confirmation Field It gives all conversations my conversations with XXXX, and XXXX conversations With XXXX Service Corp . It shows the transition ACH Payment on XX/XX/XXXX from XXXX to S/N Service Corp . In the amount of {$24000.00} / this is what happens next S/N Service Corp sent or rejected the ACH payment it came back to XXXX? On the same day when XXXX called S/N Service Corp on the matter they were told they S/N would get back to them and they never did. Until the second ACH payment requested by S/N Service Corp on XX/XX/XXXX and was issued on the XX/XX/XXXX to S/N Service Corp in the amount of now XXXX XXXX increase of {$6600.00} and some change Why? When the requested amount of the grant was {$24000.00}. The whole time me and my wife Were kept in the dark XXXX communication and a letter in hand that S/N had been paid The lady at S/N told me on the last day of XXXX they received only {$6000.00} on the XXXX of XXXX. XXXX my point of contacts XXXX told me they received the whole amount in Back in XXXX of XXXX? If thats the case, then how could i have been late two months in XXXX of XXXX, i have an underwriter from S/N Service Corp e-mail a rebuttal through the Attorney Genral Office the name is ( XXXX XXXX XXXX XXXX look them up? 
Said that i had not made a payment since the they received the XXXX payment and That i was reinstated in XXXX we got two letter first few days of XXXX saying we were two months Payments behind no one called no letter were sent to me and my wife about being reinstated i was told my point of contact was out till XXXX and no statements would before that? 
We didn't get another statement from S/N until XXXX the funny thing is how could i have even been XXXX months late when i was reinstated In XXXX there is no month between XXXX and XXXX last checked this is what your thier underwriter said in the rebuttal email go figure?

Company response to consumer: Closed with explanation