Seterus, Inc.

2015-08-13

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I sold my house. I requested a payoff as did escrow. We did not receive the payoff until I submitted a complain with you. I finally received my payoff and they added XXXX to the payoff for " estimated additional charges through XXXX XXXX County property taxes '' I have an impound account that has XXXX in it. Property taxes are not due in California until XXXX late after XXXX XXXX. My account was payoff on XXXX XXXX. There is no reason they should have added that to the payoff. I called in and they say they do n't know why that was added but it has not been added to my impound account. I should receive a full refund of what is left in my impound account plus this XXXX. They statement I am providing you is from XX/XX/2015. they are no longer sending statements but instead a coupon with no loan information. It states you can only get loan information by going on their website. Since my account is paid off I have no access to their website Many people do n't have access to computers. I do n't know how they can not send a statement with no information. I have included my payoff I received, my XXXX 2015 statement and the XXXX coupon. I want to make sure this company gives me back my impound account plus this additional XXXX of my money they took that was not needed. This company has been very hard to deal with. I can get no answers from customer service. I appreciated your assistance in this matterElizabeth LongdenSeterusLoan # XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-12

Washingtn C H, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-12

Rocklin, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-11

Ft Lauderdale, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-11

Juliette, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-11

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I 'm requesting information about my loan to the bank and they do n't want give it to me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-11

Antioch, IL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-10

Jacksonville, FL

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-10

El Paso, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-10

Arsenal, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We went through the process of a loan modification, the loan was taken over by a new mortgage agency : Seterus. The loan Mod finished in late 2014, my x-wife has been making every payment via phone on her own initiation because Seterus did not file the account properly, they had it as a default on a loan and an ongoing debt not being paid. My x-wife and I had files all the paperwork with them and they do have it, every phone call they tell us YES we have the divorce agreement, we have the quitclaim deed, we have the loan modification paperwork but for some reason its showing a defaulted loan. They go on to tell us they will pass it up to another department to be changed to the correct form. In the meantime they are hitting both myself and my x-wife 's credit report month after month based on a mistake in their system. Now I 'm being harrased XXXX times a day by their debt collections department at XXXX, every month we go through the same process of telling them they have the correct paperwork and every month they tell us they do n't talk to other departments and they need XXXX - XXXX XXXX in unpaid funds, yet they see it was a modification and they have all the proper paperwork, and every month my credit reports are being hit with wrong information and my score is suffering terribly. I 've exhausted everything I can do to try and get Seterus to fix the files in their own systems. My X-wife recently told me that they had a debt attached to our name based on a property and address that we never resided in, we never purchased or had any loans toward and I still do not know what the resolution of that issue was.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-10

Coalinga, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have made multiple attempts to obtain a payoff of my loan for the purpose of refinancing. When myself, my lender or my escrow company would request a status update to the request, Seterus would either say they do not have a copy of it or say they will restart the request. I have waited 19 days as of today to receive my payoff and still do not have it. I have evidence that they have received it. I have lost hrs attempting to resolve to no avail. There is no reason it should take this long and there is no reason I should n't be able to print XXXX on my own from their website. I 'm held hostage to this bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-10

Newnan, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX of 2015 I requested a payoff quote from Seterus. I received the payoff quote on XXXX XXXX, 2015. Per the instructions of the payoff quote I called the main XXXX customer service number on XXXX XXXX, 2015 to verify the final payoff amount. I spoke to one of the company 's customer service representatives. The representative advised me that because of the payoff amount was so little that I could make the payment over the phone. I questioned the representative about the accuracy of this because the payoff quote letter advised that I had to overnight the payment or wire the payment from the bank. The representative advised that he would need to check with a supervisor to verify. He came back to the phone and advised that it would be acceptable. He then advised that he would need to do two checks over the phone and charged me {$10.00} to complete this transaction. On Tuesday XXXX XXXX, 2015 I called Seterus to inquire as why my account was not showing that the loan was paid off. I was informed that the way I made the payment was incorrect. I explained that I was just following the instructions I was given. The rep assured me that she would request to have my payments applied correctly to my account. She also explained that this would take approximately two to three weeks. On XXXX XXXX, 2015 my account showed that I did not owe a payment until XXXX XXXX, 2015. I called Seterus again and was told that the payment processing department was backed up in processing my request. The rep advised that he would send in another request and that it would take another two to three weeks for this to go through. On XXXX XXXX, I called and asked to speak to a Supervisor. I spoke with a Supervisor and she advised that she would call me back in a couple of days. I called her on XXXX XXXX and she advised that she did not have an answer for me at this time. On Monday XXXX XXXX, 2015 I called yet again. This time I was told the reason my payoff was not processed was because my insurance payment came out of my escrow account, and that I needed to request another payoff. I reluctantly agreed to request one. I was told that the payoff quote would arrive in the mail this week. I never did receive my payoff quote, but instead I received a late notice advising me that my XXXX payment was now late and that I was being charged a late fee. At this point I am convinced that Seterus does not want their customers to pay off their mortgages. I have gotten nothing but the run around whenever I call to get this straightened out. I called Seterus again today, and was advised that my request to have my payment applied to my payoff was still being processed and that it would take at least thirty days. We are quickly approaching sixty days since I have paid my mortgage off, and Seterus will not give me credit for that. Seterus is now asking for an additional {$840.00} to pay this loan off. They are asking for property taxes to be paid to them. Why would I pay them additional property taxes when I am paying the loan off before the property taxes are due? They just continue to hold my money hostage.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-09

Severance, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-07

Compton, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-07

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-07

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We have been trying to do a short sale on our home for quite awhile now. Originally the short sale was countered by XXXX XXXX XXXX with no requests for contribution and the Investor previously did not asked for a promissory note. The loan servicing was transferred to Seterus and now the Servicer is asking for a promissory note for an additional XXXX which supersede the amount owed on the First Mortgage. The purchase price is XXXX, the balance owed on the First mortgage is XXXX plus late fees and attorney fees. The Servicer/lender has not paid the property 2014 taxes which they are obligated to do as per their servicing agreement and they also refused to pay the FULL back HOA dues. This request for a promissory note seems to be a common thing from Seterus on short sales. Please review their prior closed short sale files for verification.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-07

Boston, MA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage is currently held by Seterus - XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, OR XXXX ( XXXX ). We went through a bankruptcy / chapter XXXX and were discharged XXXX XXXX, 2015. We are in the process of refinancing with XXXX XXXX and have requested a payoff from Seterus. We have called many times and their response is always the same ... they can not issue a payoff to XXXX XXXX because they have not yet recognized the discharge/termination of the bankruptcy. They do n't seem to be willing to resolve this matter. We are locked in to a rate and are hoping to resolve this before it expires. We need your help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Cross Creek, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Crescent City, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX servicing applied a lender-place insurance on my account by mistake. I always had insurance. So, finally after almost five months of requests ; they addressed the issued and applied the amount of the error ( {$5900.00} ) towards the principle balance instead of the escrow leaving the escrow account negative for the above mentioned amount. The Loan was transferred to a new service company ( Seterus ) which has not been able to resolve the problem too ( 3 months so far ). I keep being bounced back and forth between them and nothing has been resolved. In total I have been dealing with this issued caused by XXXX for over 9 months between both loan service companies ; amount of months I have been overpaying my mortgage by {$100.00} since my monthly payments increased due to the negative balance in my escrow.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Wonder Lake, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Memphis, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My wife and I was paying our monthly mortgage payment to Seterus, Seterus stopped accepting our mortgage payments. We requested a mortgage modification with Seterus mortgage XX/XX/XXXX and on XXXX other times, they have refused to work with us. Seterus has taken our money and they have set several property foreclosure sale dates. We are still in the property and want to keep our home. The Making Home Affordable Modification Law is suppose to help people like me. I spoke with Seterus Foreclosure Attorney XXXX XXXX he said to me and my wife he was going to take my house and he and the mortgage company Seterus was not going to let me keep my house. There is a property foreclosure sale date set for XX/XX/XXXX. A thirty day notice was to be sent to me and my wife that is required by Tennessee Law I did not receive a 30 day notice. It is a Class C misdemeanor not to give a 30 day notice per XXXX Tennessee XXXX. Please help me to keep my home. Thank You
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Swiftwater, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response