Consumer complaint received 2026-03-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SN SERVICING CORPORATION
State: NC

Complaint narrative:
I am submitting this complaint due to ongoing mortgage servicing issues that began with XXXX XXXX and have continued after my loan was transferred to SN Servicing. I have been actively attempting to resolve the delinquency and bring the loan current, but servicing errors, inconsistent communication, and the failure to properly transfer my repayment plan have made it extremely difficult to move forward. Background and Temporary Hardship In XX/XX/XXXX I experienced a temporary financial hardship when I had to take emergency medical leave from work. During this period my income was reduced while transitioning from short-term XXXX to long-term XXXX. In XX/XX/XXXX my husband also relocated temporarily to another state for employment, which created additional household expenses while we managed two locations. These circumstances caused the loan to fall temporarily behind. However, my income has since stabilized and I have consistently worked with the servicer to bring the account current. Prior Servicer Issues Before the servicing transfer occurred, I attempted to resolve the delinquency with XXXX XXXX and worked with them on a repayment plan. Although XXXX XXXX issued the repayment plan, the account issues were never fully resolved before the loan was transferred to SN Servicing. When the loan transferred, the repayment plan and supporting documentation were not properly reflected in the new servicers system. As a result, I have had to repeatedly explain the situation and resend documentation that should have been transferred as part of the servicing file. Because the issue originated with XXXX XXXX and continued after the transfer to SN Servicing, I am requesting that the full servicing history be reviewed to ensure the loan is reconciled accurately and that the repayment plan process is handled properly. Repayment Plan Issued by Prior Servicer In late XXXX XXXX XXXX issued a repayment plan covering delinquent months from XXXX through XXXX. The repayment plan included : Regular monthly mortgage payment : {$1900.00} Repayment plan monthly payment : {$4300.00} Term : 6 months First payment due : XX/XX/XXXX However, shortly after issuing this repayment plan, XXXX XXXX transferred the loan to SN Servicing effective XX/XX/XXXX. Payment Made Prior to Transfer Before the servicing transfer occurred, I sent a {$5400.00} payment to XXXX XXXX in XX/XX/XXXX. According to the payment history provided, the payment was applied to : XXXX XXXX XXXX This payment represented nearly three mortgage payments and was made in good faith to reduce the delinquency prior to the servicing transfer. However, despite repeated requests, I have not been able to obtain a clear statement or payment history from SN Servicing properly reflecting this payment. Failure to Transfer Repayment Plan During Servicing Transfer After the loan transferred to SN Servicing, I was informed that they did not receive the repayment plan documentation from XXXX Servicing. XXXX XXXX relationship manager stated on XX/XX/XXXX, they transferred the approved repayment plan in XXXX and they failed to upload it during the servicing transfer. Because of this : I was required to personally send the repayment plan documentation to SN Servicing. SN Servicing stated the repayment plan would need investor approval again, even though the prior servicer had already issued the plan. XXXX XXXX said they must agree to the approved plan and start it fairly. This created delays and so much confusion regarding how payments should be made. Ive made so many calls and I have sent so many emails to try to send payments and start the repayment agreement. XXXX XXXX later indicated that the repayment documentation should have been transferred with the loan files. Lack of Clear Payment Instructions Due to the servicing transfer and the fact that SN Servicing initially did not have the repayment plan in their system, I did not receive clear instructions regarding how to submit the XXXX payment under the plan. I didnt receive any type of communication until mid XXXX. I repeatedly requested clarification regarding : the correct arrears balance how the XXXX payment was applied whether the prior repayment plan would be honored how payments should be submitted Despite multiple emails and phone calls, I did not receive clear written guidance for several weeks. Conflicting Account Information Since the loan transferred to SN Servicing, the delinquency information has been inconsistent. Different communications have shown different delinquency periods, including : XXXX through current XXXX through current XXXX through current The arrears balance and delinquent months have not been clearly reconciled despite my requests. Interaction With Asset Manager During one of my calls with SN Servicing, I spoke with an asset manager identified as XXXX XXXX. During that call : She had not reviewed the repayment plan documentation that had already been provided. She stated the repayment plan had defaulted and that I would need to submit a new loss mitigation application. When I attempted to explain that the prior servicer had already issued a repayment plan and that documentation had been submitted, the call was abruptly ended without resolution. This interaction was concerning because it appeared the account history had not been properly reviewed before making determinations about the status of the repayment plan. A payment of {$5400.00} was made in XXXX prior to the servicing transfer. While SN Servicing later provided a payment history showing how the payment was applied, when I previously contacted XXXX XXXX they indicated they did not have records showing how the payment had been applied. Because of this inconsistency between the two servicers records, I requested confirmation and reconciliation of the payment history to ensure the account balance is accurate. Current Negotiation Issues SN Servicing has recently stated that the investor rejected my proposed repayment structure unless I make a large upfront payment of approximately {$7900.00} followed by monthly payments of {$4300.00}. This demand is concerning because : A {$5400.00} payment had already been made in XXXX. The prior servicer had already issued a repayment plan. The servicing transfer disrupted the ability to begin payments under the original terms. I have proposed several reasonable alternatives, including : Two payments immediately followed by a structured repayment plan A staged repayment structure beginning in XXXX Beginning the previously approved repayment plan immediately These proposals have not been accepted and responses from the servicer have been inconsistent. XXXXommunication Issues I have made repeated efforts to resolve this situation, including sending multiple emails and calling SN Servicing. However : Emails have gone unanswered for extended periods. Different representatives have provided conflicting information. I have been unable to obtain a clear reconciliation of the account. Despite my willingness to bring the loan current, the lack of consistent communication has made resolution difficult.

Company response to consumer: Closed with explanation