Complaints

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

close

Find a Location

ISN Corporation has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/12/2025

  Type:Product 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.

  I am a 68-year-old widow, I sold my home to my son and his wife on 11/29/24, at the time of closing after we all signed the paperwork, I was informed that I owed HUD $34616. I was completely blindsided by this as we had first purchased our home through *** in 1985, and took out an *** loan in 1992, which paid off the original *** loan. I called ******, our title company and was informed that money had to be paid, or I couldn't proceed with the sale. This was essentially all of the money I was going to make from the sale of the home, which was going to be used as a means of me achieving financial independence from my son. ISN was the agency who collected these funds, and I was promised I would receive a paper trail and proof of the debt being owed, this never happened. I was given a point of contact in ****** *. at ISN, and I initiated contacting him via e-mail the following week of the sale, he informed me to write a letter of appeal to HUD to possibly receive my money back, I did as he instructed but I believe this was never sent to HUD as I have had over 10 phone conversations with HUD and they did not confirm receiving this. I was also promised by *** that they would send priority one emails to ISN for someone to contact me and this never happened. You CANNOT contact ISN via phone, despite being promised phone calls back, when I emailed them, I would receive a generic automated response back. The truth is, they have my money and have zero intentions of helping me any further. They aren't treating me with any degree of fairness and haven't been for the past 3 months that this has been going on. I am just seeking answers or proof of the debt that is owed, as I believe they cannot provide it due to it being over 40 years since this happened and they have no explanation for me. I feel as if this life changing amount of money has been stolen from me. I still remain in the home with my son and daughter-in-law and have no means to ever leave.

  Business Response

  Date: 03/17/2025

  Good Afternoon,
  
  HUD records indicate that ISN has been in constant contact with you, with the last email sent to you on 2/13/2025 informing you that a mortgage release is in process.  HUD reviewed the monthly assistance payments and confirmed the debt owed to HUD was in the amount of $34,616.00.  We received the funds to pay off the loan on 12/2/2024, and Ive attached a copy of the release of mortgage to this response.  HUD's confirmation of the debt's existence prevents ISN from issuing you a refund.
  
  To give you a brief overview of the loan program, the former 235 Mortgage Subsidy program provided monthly assistance payments to help ********** borrowers afford homeownership.  The Housing and ********************* Acts of 1980 and 1981 require the Secretary of *** to recapture all or part of the subsidy assistance payments when the mortgage is terminated through payoff or sale of the property, as they changed Section 235 of the National Housing Act.  The Section 235 Homeownership Program expired on October 1, 1989, but there still may be legacy loans.  Mortgages are subject to recapture where the firm commitment is dated on or after May 27, 1981 and are calculated by the Contractor.  HUD Handbook ****** and Housing Notice H *****, as extended by Housing Notice H *******, contain the *** regulations governing the program.
  
  If you have any other questions or require further assistance, please feel free to contact me directly by emailing ********************************************************. 
  
  ***** ******
  QC/Compliance Manager

  Customer Answer

  Date: 03/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23056834
  
  I am rejecting this response because: The statement of receiving constant contact is absolutely untrue. I have only received responses from an actual human a handful of times and they were all shown in the attachments with the initial complaint. My lawyer informed me that we were allowed to refinance the Section 235 loan after 7 years without incurring a lien for that original amount of the mortgage. Again, this amount was satisfied and paid off. I am not seeking information regarding the release at all, I am seeking information on why this money was taken from me 40 years later. No-one will research this at HUD or ISN and give me an explanation, also there is no answer to the questions of what happened to my appeal that was supposedly filed, what happened to all of the phone calls that were supposed to be returned to be by ISN and HUD? I will not be satisfied until I receive answers to these questions. 
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/26/2025

  Good Morning,

  In response to your claim that ISN has not contacted you, I've attached a copy of the email sent to you on 2/13/2025. However, after further discussing this matter with HUD, ISN was able to obtain approval from *** to issue you a partial refund in the amount of $30,436.98. We've submitted the approval to ***'s accounting division, and a check will be mailed to you by the *******************. Since ISN does not disburse checks, we do not have an established time as to when the check will be mailed to you. 

  If you have any other questions, please feel free to reach out to me directly at ********************************************************.  

  Customer Answer

  Date: 03/28/2025

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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 owe her, the government, my last partial payment on my mortgage payment. For the past three days Ive been going back-and-forth trying to a question and get some information so I could make my last payment. They told me the expedited an email with the incorrect information And no one is trying to help me. The phone number that says to call for help is invalid. Im very frustrated, my mortgage is for a final payment Thursday, February 13. I have a very simple question so I can expedite my payment but no one seems to know the and they keep referring me to an email to create an account at *******, which I cannot access. I do not want another email, I have requested several phone calls. I need a real answer to this real question.

  Business Response

  Date: 02/25/2025

  Good Afternoon,

              Ive reviewed your loan file, and it does appear that ISN has been in communication with you via emailing ******************* where payoff statements were sent to, and the last email communication we had with you was on 2/10/2025.  On 2/11/2025, ISN received the amount to pay off your loan, and a release/satisfaction of mortgage was processed and sent to the jurisdiction the property is located in to be recorded.  The release/satisfaction of the mortgage was just recorded by the jurisdiction your property is located in on 2/21/2024, and a copy of that is attached to this response.  If you have further questions, please feel free to reach out to me directly at ********************************************************.
  
  ***** ******
  QC/Compliance Manager

• Initial Complaint

  Date:11/10/2024

  Type:Order 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.

  ISN Recorded lean in my property And its been 21 days They failed to give me release or reconveyance because as you see that was paid through my refinance Novad and ISN double recorded in my property as you see this is paid They failed to remove that even though its paid

  Business Response

  Date: 11/12/2024

  Good Morning,

  In response to your complaint, please note that it was the servicer of your FHA-insured primary mortgage that had recorded the mortgage not serviced by ISN in error, but ISN was able to record a release for the Mortgage it was servicing and the one recorded in error by the servicer of your FHA-insured primary mortgage.  There are copies of the recorded reconveyances for both the mortgage that ISN was servicing and the one that the servicer of your FHA-insured primary mortgage mistakenly recorded attached to this response.  If you have any other questions, please feel free to contact me directly at ********************************************************. 

  Customer Answer

  Date: 11/15/2024

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  

• Initial Complaint

  Date:05/08/2024

  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 received a fraudulent letter from ISN corporation falsifying documents stipulating I have a HUD partial claim promissory subordinate for my mortgage which I never have. Ive checked this out with my current carrier and they said this is false. My identity has been stolen and this is a company trying to scam to get money that was never owed.

  Business Response

  Date: 05/17/2024

  Good Afternoon,

  Please note that Information Systems & Networks Corporation (ISN) as a contractor for the U.S. ********** of ******* and ***************** (HUD), is in receipt of your BBB complaint. 
  
  In response to your complaint, you do have an open loan with HUD as evidenced by the attached executed Note and Mortgage.  To give you a brief overview of the program, a Partial Claim is a loss mitigation option available to *** borrowers to assist them in the reinstatement of their delinquent mortgage (up to 12 months PITI or 30% of mortgage amount for HAMP).  Lenders advance funds on behalf of a borrower in an amount necessary to reinstate the delinquent loan and file a Partial Claim against the *** insurance coverage associated with that loan.   A promissory note and subordinate mortgage are issued in the name of the Secretary of ******* and *****************.  The note is non-interest bearing and becomes due and payable when the borrower satisfies the primary mortgage, no longer owns the property, vacates the residence, or the primary mortgage matures. 

  If you have further questions, please feel free to email me directly at ********************************. 
  
  

• 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:12/15/2023

  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.

  Our office performed a real estate transaction for ********************* and paid of a partial claim mortgage to HUD through ISN. We have repeatedly requested a certificate of satisfaction be filed with Baltimore County Land Records but nothing has been done. We need to have this filed as soon as possible.

  Business Response

  Date: 01/05/2024

  Good Afternoon,

  A release was drafted and submitted to the county the property is located in, but it does not appear that we have received the recorded release back.  I reviewed the county's records and was not able to locate a recorded release, so I have directed our release team to submit another.  If you have any questions or would like to follow up, please feel free to contact me directly at ************@isncorp.com.  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 ********************************.