Consumer complaint received 2025-12-18 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: NC

Complaint narrative:
I am submitting this complaint regarding XXXX XXXX XXXX denial of my loan modification extension and its failure to work with me in good faith despite clear, documented, and temporary financial hardship. 

Throughout this process, I maintained regular communication with my assigned account representative, XXXX XXXX, and proactively informed him of the circumstances that affected my ability to make timely payments. Specifically, I experienced a short-term reduction in income due to illness, during which my employer docked my pay because I had no available sick leave. Shortly thereafter, I accepted a new position with a different employer that provides higher pay, but operates on a different pay cycle, temporarily affecting the timing of my cash flow. 

I communicated these developments to XXXX XXXX by email and responded promptly to his requests. However, after I provided these explanations, communication ceased. Instead of continuing to work with me, XXXX XXXX issued a letter stating that my loan modification had been cancelled due to nonpayment, without further discussion or meaningful engagement. 

Upon receiving this notice, I immediately contacted XXXX XXXX to reiterate that my hardship was temporary, that I had started a higher-paying job, and that my income timingnot abilitywas the issue. In response, XXXX XXXX advised that I would be required to submit a lump-sum payment of {$5400.00} merely for XXXX XXXX to present my account to the investor to see whether the investor would be interested in offering another modification. I was expressly informed that there was no guarantee that any modification would be approved even if this payment were made. 

I am able to make this payment by XX/XX/XXXX, at which time I will have received XXXX paychecks under my new pay cycle and proceeds from a XXXX ( k ) loan. In addition, I am making a {$1400.00} payment this Friday as a demonstration of good faith. My financial hardship is clearly temporary, and my income has improved. I am capable of resuming regular mortgage payments aligned with my new pay schedule. 

On XX/XX/XXXX, I received a written notice from XXXX XXXX denying my request for a loan modification extension. The denial failed to clearly explain all available loss mitigation options, did not reflect a meaningful review of my updated financial circumstances, and did not adequately state what alternatives, if any, remain available to me. 

I have made repeated attempts to resolve this matter through emails and phone calls, yet I continue to receive dismissive responses, unexplained denials, or no response at all. XXXX XXXX has not provided documentation demonstrating that all loss mitigation options were properly considered, nor have they engaged in transparent, good-faith communication. 

Additionally, I am requesting a comprehensive review of my account due to concerns about servicing errors. XXXX XXXX failed to remit payment to my homeowners insurance XXXX in a timely manner, resulting in the cancellation of my original policy. As a result, force-placed insurance was added to my account, significantly increasing my monthly payment. I believe unnecessary and avoidable fees have also been assessed, further compounding my hardship.

Company response to consumer: Closed with explanation