Complaints

This profile includes complaints for ISN Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ISN Corporation

  10411 Motor City Dr Ste 700 Bethesda, MD 20817-1002

• 

  ISN Western Operation

  2000 N Classen Blvd #3200 Oklahoma City,, OK 73106

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Day of the incident is Thu, May 2nd 2024. At 21:25 a male drove up to my house on a motorcycle ( I have security cameras around my property) and deposited an open envelope without any **** markings/stamps any record of the said envelope going through any official delivery methods used for OFFICIAL MAIL, like ****, FED-EX, **** By the time I went outside to confront that person he drove off. Heading on the letter suggests it is from ISN dated April 12, 2024 it states: "Annual Disclosure Notice Regarding Hud Partial Claim(s)"FHA Case NO. 446-0900745 stating that "Total Outstanding Partial Claim Balance = $14293.6. This is the outstanding balance as of 2/19/2024."My Mortgage was refinanced in 2022 with **************** who holds said mortgage. When I was offered that helping hand in middle of the Covid-19 crisis, I was informed this was a loan NOT a Lien against my house. What comes to mind are ******************* Practices example: Bait and Switch?? Who is the man on the motorcycle coming onto my property at 21:25 on Thu 2,2024? If above mentioned letter is an FHA Official Correspondence what is the explanation of it being delivered in above described manner?? No ISN contact information is provided in the letter, no phone number, no email, it does contain an address: ISN Corporation *************************************************************. Web search confirmed that ISN Corp is listed as to use that given location as it's Corp HQ.PS. Copy of the security footage (which is in 2k resolution and exceeds 5 mb allowed by upload on this BBB website) and the mentioned envelope can be provided on request.

  Business Response

  Date: 05/07/2024

  Good Afternoon,

  In response to your BBB complaint, the letter you received is an annual disclosure letter sent to you informing you of the current loan you have with *** when you participated in ***s Partial Claim program.  As stated in the letter, it is not a bill and is for informational purposes. 

  To give you a brief overview, a Partial Claim, a loss mitigation tool, available to delinquent eligible borrowers, whereby *** advances funds to the servicing lender to cover the delinquent arrearage for the borrower. In exchange, the borrower signs an interest free subordinate note and mortgage promising to pay *** upon payoff of the *** insured primary mortgage or at the sale of the property.  The Partial Claim as a loss mitigation option was first introduced in Mortgagee Letter (ML) *****, superseded by ML *****, and then superseded by *** Handbook ******* except for the model mortgage and note attachments.  Servicing tasks are generally limited to collection of the note when the *** primary mortgage insurance is terminated through payoff or sale of the property.  The *** partial claim regulations are in 24 CFR Part 203, particularly 24 CFR 203.341,203.371, and *******. Additionally, *** policy requirements are contained in *** Handbooks ******; ****** ****** ******; all applicable Housing Notices; Mortgagee Letter 2020-22, any subsequent publications regarding Partial Claim Subordinate Mortgages; as well as verbiage in the Note and Mortgage.  Attached to this response are copies of the Note and Mortgage that you executed when you participated in the program.  For further questions regarding this loan, you will have to contact the servicer of your ***-insured primary mortgage, as they are the ones that filed the claim with *** and drafted the security instruments for you to execute.  

  Regarding the delivery method, we utilized the United ********************* ****** as the courier to deliver these letters; however, Im unable to provide an explanation as to the courier, but you can contact **** to inquire further.
  If you have any other questions, please feel free to email me directly at ********************************. Thank you!

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off a partial claim back in January 2022. The partial claim was taken out by my mother in law who passed away. The estate refused to pay it but since the property is on my name I needed this lien to be removed so I could assume the mortgage and to continue to live in my home. I had the third party authorization, I made the full payment and ISN sent the release to the county to be recorded. The administrator asked for a release letter from ISN but the responding email stated that the paperwork was sent to the county and we should ask for a copy from them. The county only has the recorded reconveyance notice. The current mortgage holder bank does not accept the county paperwork they want one from HUD, a lien satisfaction notice. I also didn't receive anything from ISN stating that the lien was paid off.

  Business Response

  Date: 09/29/2023

  Good Morning,

  On 9/12/2023, I provided you with a copy of the recorded reconveyance and informed you that it should be sufficient for your lender's underwriter. I further suggested they confer with their compliance team since we work with many loan originators at your lending institution and have not had this issue in the past.  You then responded the same day, thanking me for my response.  If you require further assistance, please feel free to email, and I'll be glad to assist where I can.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partial claim mortgage was paid off in April 2022. The release for this was sent to the county in April 2023 a full YEAR later. It was rejected by the county due to error in page number on the document. I have been in contact with the *** service center several times who tell me that they have escalated to ISN. I have contact the email provided by ISN 3 times since June 21, 2023. I receive NO response except an auto reply. I am trying to close on my Home Equity Loan which is absolutely urgent, as I am in financial distress and this is part of a Separation Agreement to buy out my equity in the home. I have provided copies of the emails sent to ISN which detail the exact error that needs to be corrected to have the release recorded by the county.

  Business Response

  Date: 07/17/2023

  Good Afternoon,

  At the time you paid off your Partial Claim loan with HUD, HUD was not in receipt of the recorded mortgage that should've been sent to them by your primary mortgage servicer when you participated in loss mitigation and received the Partial Claim loan from HUD.  When we finally received the recorded mortgage, we submitted a release of lien directly to your county.  That came back as rejected, so another was mailed.  ISN has not received any indication that the newly submitted release has been accepted or not.  In the meantime, I've attached a zero-balance letter to this response, which states the debt has been satisfied and a release of lien is in process.  If you have any questions, please feel free to email me directly at *****************.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/23/23. I called ISN to get a current statement on my account. They told me to contact *************** for a payoff statement. I contacted *************** for a contact statement on 6/27/23. On 6/30/23 *******************************, ************************* and ******************************* emailed me from ISN stating they could help me with my EHLP Payoff. They claimed that I had to send them the payment history and also fill out and sign a certification letter. The Certification Letter was for another property which I signed in error. I had no payment history because I filed a chapter 7 in 2012. I sent them a copy of the Chapter 7 summary. I just needed a payoff amount to release the hold on my property. On 7/3, ******************************* sent me information on someone else's property. Then sent me another payoff amount that did not match what was written on my Chapter 7 summerary. It is hard for me to understand why there have been so many errors with a simple request. On 10/4/2021 ISN became a new servicer on my ELHP subordinate mortgage. All I need is a current statement. This company seems to be frauduent because they have given me everything but what I need. I need them to Just send me the correct information on my account ASAP.

  Business Response

  Date: 07/17/2023

  Good Afternoon,

  Our records indicate that you have been in communication with an ISN manager regarding your issue.  On 7/6/2023, you responded to ISN's Default Manager, ****************, stating that you would provide a complete reaffirmation document to determine if you qualify to pay a lesser amount.  Attached to this response is a payoff of your Emergency Homeowners Loan Program (EHLP).  If you would like for us to review your case to determine if you qualify to pay a lesser amount, please provide us with the payment history of your primary mortgage from June 2012 through June 2017.  If you have any questions, please feel free to contact me directly at ********************************.

• Initial Complaint

  Date:06/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter stating I made a partial mortgage claim. I did no such thing. They claim I owe over $4,000 but I don't need to pay anything right now. But I can voluntarily prepay if I want to without penalty. I do not owe any money and have never been behind on my payments. I've gone through all of my statements and I am current and have been current.

  Business Response

  Date: 06/20/2023

  Good Morning,

  This notice was sent to you as a reminder of the outstanding, unpaid Partial Claim balance and to advise you of the Partial Claim voluntary prepayment and payoff request procedures.  It is not a bill or a demand for payment.  A Partial Claim is a loan provided by the U.S. Secretary of Housing and Urban Development that is separate from your primary FHA-insured mortgage loan and was provided to you when you participated in loss mitigation.  If you have questions as to how this loan was originated, please contact your primary FHA-insured mortgage loan servicer for clarification.  For your convenience, attached to this response are copies of the executed Note and Mortgage.  If you have any questions or require further assistance, please feel free to email me directly at ********************************. 

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FHA # ***-******* I found out on 5/15/23 while trying to complete another financial transaction that we still had a Lien from HUD in our name with Davidson County **. When in fact this was paid in full and check cashed per our Title company on 6/29/22. I emailed ISN to find out about this and they stated that they never received the original note. So I pulled this doc off the Davidson County website and immediately sent it to them so they could now process the release. I immediately sent an email to ***************** to have them send me a copy of the Lien Release letter when ready so I could take it to the courthouse and have it filed myself. Nothing received to date from this email address. I got an email from Service on 5/18/23 stating account is fully cleared, I then forwarded this email to ***************** again requesting the Lien Release letter. Nothing. I then had to escalate to mgr with customer service on 5/25/23 as I have yet to have a follow up or any correspondence at all from the Lien Release team. I then received another email from Service stating that the Lien Release was sent to my county on 5/30/23 and should be documented within 30 days. I replied asking for how this was sent, via electronic or ** Mail and have yet to receive a response. We have a VERY small county and have only received 4 Satisfactions from HUD for the whole month of MAY. I do not understand why there has not been one response from the ***************** for over 10 business days. They also tell you to keep checking on the *** Website for updates, there have been no updates on that account since I sent in the documents on 5/16/23, and nothing that says a release has been sent. I called the county on 5/31 and they have nothing from HUD. I am not able to secure anything with another financial institute with this Lien in place and it is very frustrating and unnecessarily stressful.I just ask for a copy of this Lien Release and how it was sent to the County. Thanks!

  Business Response

  Date: 06/15/2023

  Good Afternoon,

  When your loan to HUD was paid off, HUD was not in receipt of the recorded mortgage that should've been provided to HUD when the Partial Claim was filed by your primary mortgage servicer.  After we received a copy of the recorded mortgage, we were able to issue a satisfaction of the mortgage and submit it electronically to Davidson County, NC, and it was recorded on 6/6/2023.  For your convenience, I've attached a copy of the recorded release to this response.  If you require further assistance, please feel free to contact me directly by emailing **************@isncorp.com. 

  Customer Answer

  Date: 06/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and yes they did satisfy my request previous to this response. But I feel it should be known as I saw many others complaints with this similar situation: that I was the one to to send them the info they had not received. And this document was available to them also via online records.  I feel that if they receive these payments they could have either checked to see if these documents could be found to complete the process or send the debtors a notice of what was needed to resolve. we received nothing and this could have been resolved when it wasn't such an urgent situation. It will save everyone  unnecessary frustration.

  Regards,
  
  ***********************

• Initial Complaint

  Date:12/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like plenty of others, we received the Covid Relief Loan from our Mortgage Company back in 2020. We were told that a month ($2649.35) was going to be put at the end of the Mortgage. In 2021 we tried to refinance to get a better rate and found out that the "month of Covid Relief" was sent to HUD as a Lien!!! We paid off that lien on September 28,2021 to be able to refinance so we did, but the ISN never released the lien and we just found out about it over a month ago. Trying to call the FHA Resource Center and none of the representatives or Superiors that I spoke to (PLENTY OF THEM) are of any help!!!! And this without counting the numerous emails to **********@******* No one seems to know what they are doing but love to transfer you to a different department. The ISN is holding us from getting a Home Equity loan for some renovations, and no matter where we turn to no one can't help!!!!!

  Business Response

  Date: 01/09/2023

  Good Morning,

  After review of HUD's records, it appears that HUD's previous loan servicer had received your payment on 09/29/2021 but failed to record a release/satisfaction of the mortgage.  ISN was not made aware of this until December of 2022, and we drafted and submitted a release to the county to be recorded.  HUD's records also show that you've been in communication with ISN's Customer Service department, and a copy of that release was emailed to you on 12/29/2022.  For your convenience, I've attached a copy of that release to this response.  If you have any questions or require further assistance, please feel free to contact me directly by emailing me at *******@isncorp.com and I'd be glad to assist where I can.  Thank you! 

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were in the process of getting a HELOC loan and we already paid off our Partial Claim with HUD last year (JULY 21), but the lien has not yet been released yet. I contacted the HUD service center, and they stated the release package was sent to the county AUG 21. I spoke to the county, and they stated the release was not recorded and may have been rejected. Please research this and respond as I have been getting the run around.*************************** ****************************Coatesville, Pa******** FHA Case# *********** I have called ************** and it has been escalated several times. I have emailed all addresses: ******************* ******************** ****************** ************************* ************** I have called the County.

  Customer Answer

  Date: 11/21/2022

  ---------- Forwarded message ---------
  From: *** <*******************>
  Date: Mon, Nov 21, 2022 at 4:43 PM
  Subject: Re: Complaint ID ********
  To: [email protected] <[email protected]>
  

  
  

  My Complaint has been resolved.

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid off my lien on August 11, 2022. I was told it would take 15 business days for ISN to process the release to our local county. ISN has still not processed the release of the lien as of today, October 20, 2022. On September 27, after 1 and a half months of talking to customer service, ISN stated that the lien release was sent, but it was incomplete, so the county rejected it. I sent an email on October 3rd to ISN with an attachment of their incompleted release. Since October 3rd, I have sent several follow up emails. I need someone to fix the release, so I can get it recorded with the county and finally close on the loan that I have applied for. I have provided ISN with an overnight label to use when their process is completed. The county participates in electronic recording but the original, incompleted lien release was sent from the ISN Corporation using regular USPS  mail. *** has escalated my issue to upper management more than once and this issue is still not resovled. It has been a total of 70 days since the loan was paid. Please help.

  Business Response

  Date: 10/31/2022

  ****************,

   Our records indicates that you've been in constant contact with our Customer Service Manager, who informed you that another release was sent to the county.  I just confirmed that it was delivered to the county via *** using tracking number: ******************.  Since the county does not participate in electronic recording, we won't be informed of any issues until the county mails back the document we've mailed to them.  If you require further assistance please feel free to reach back out to our Customer Service Manager or me directly at *************@isncorp.com.    

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had recieved a Covid relief loan thru our mortgage company. I was told multiple times that this was a loan that would be added to the back end of my mortgage, which then turned out to be a second LEIN. Since then I have refinanced, paid off original mortgage and the 2nd HUD lein. This was in December 2021. The 2nd LEIN has not been released and is impacting my ability to move forward with other needs for my home. I have been contacting HUD FHA resource center and am getting zero help. My first call was on 8/17/22 when they told me ISN would reach out in 5 days to assist with this issue. I've called every week since then and am told the same thing. Everytime I call to report that I have not been contacted by ISN I'm told another escalation has been added and they have 5 more days to respond. Its been roughly 45 days and I've heard nothing, and HUD is providing no useful assistance to reach ISN. I cannot contact ISN directly but have emailed them several times with zero response. I need assistance getting this resolved since neither company cares to do their job.

  Business Response

  Date: 09/29/2022

  Good Afternoon,

   I've directed our Release department to send a release/satisfaction to the county to be recorded.  Attached to this response is a copy of the recorded release for your records.  If you require further assistance, please don't hesitate to reach out to me directly at *******@isncorp.com.