Seterus, Inc.
Consumer Complaints
There are over 4489 complaints on file for Seterus, Inc.. Dated between 2019-02-19 and 2012-03-23.
Complaints Page 101
2015-08-06
Philadelphia, PA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I attempted to make a payment to my fixed rate mortgage loan in the amount of {$560.00} with the addition of the {$5.00} web fee on XXXX/XXXX/2015. When I went to make my normal payment via Seterus, Inc website it stated that I could not make a payment unless it was less than {$200.00} even though my normal payment is {$560.00}. I called Seterus Inc., on XXXX/XXXX/2015 about the above said matter, I spoke to representative XXXX XXXX on XXXX/XXXX/2015. XXXX XXXX noted that I could not make a payment in the full monthly amount over the phone or on the website as I normally paid because my payment amount due was too low which does n't make sense. I could not get a satisfactory answer so I asked for a supervisor. I spoke to his supervisor XXXX XXXX on XXXX/XXXX/2015 and he said the same thing that I could not make a payment over the phone or online because their system would not accept the payment even though I am not considered late until XXXX/XXXX/2015. They are essentially refusing payment over the phone or through the website even though I would pay my normal monthly amount. Also, Seterus, Inc. made a mistake on my XXXX XXXX, 2015 statement which says I owe a payment of {$490.00} even though my normal mortgage payment is {$560.00}. On their website it says I owe {$560.00} for my normal payment but on my statement it says {$490.00} for my regular payment. Please see attached documents.
Company Response: Closed with explanation
2015-08-06
NM
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: seterus inc took payment from my bank account on XX/XX/2015for XXXX ach showed at first they received then on XXXX XXXX 2015 seterus said it was sent back nsf I sent bank letter saying it was not returned they will not help correct problem says bankhas money bank does not i need help for them to post to accountthey gave me more late fees on XXXX XXXX 2015
Company Response: Closed with explanation
2015-08-05
Rocklin, CA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-08-05
Brentwood, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2015-08-05
Riverview, FL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-08-05
Prescott, AZ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2015-08-05
Leeton, UT
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I contacted my mortgage loan servicing company, informing them that my XX/XX/XXXX payment would be late. I explained to them I would be making the payment, which is due on XX/XX/XXXX, on-line, on or before XXXX XXXX, to which they replied ok, that they would note this in my file. On XXXX XXXX, 2015 I went online and made a payment to my mortgage loan servicer Seterus XXXX for {$1600.00}. via XXXX XXXX XXXX. XXXX days later, on XXXX XXXX, 2015 & unbeknownst to me, the servicer of our loan, Seterus Inc, made an " unauthorized '' ACH withdrawal from my checking account for {$1600.00}. This placed my checking account in the severe negative and has cost me over {$200.00} in overdraft fees. When I contacted them they stated they had a recorded message stating that I had authorized the withdrawal, which is absolutely false. I simply called them out of courtesy to inform them that XX/XX/XXXX 's payment would be late. When asked for a copy of the audio tape to verify, they then changed their story, stating there was no actual audio tape just a transcript that was entered into the computer. I then asked for a copy of the transcript and I was told no. They then requested I send them written notification from my bank that the ACH would not be denied or returned plus copies of my bank statements showing all overdraft fees accrued. I have faxed these documents to them however, when I contact them for a resolution, they continue to argue that I had authorized the ACH, which is completely false.
Company Response: Closed with explanation
2015-08-05
Antioch, IL
Other
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-08-04
Chicago, IL
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-08-04
August F. Haw, CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-08-04
Federal Way, WA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: seterus keeps sending foreclosure statements although we are actually paid over on mortgage. money is in suspense account and they will not apply it to our account. even after XXXX phone calls and they said they would fix it. also reporting on our credit that we are behind XXXX payments. never was. only 2 months and that was caught up months ago. dont know what to do.
Company Response: Closed with explanation
2015-08-03
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-08-03
NY
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: XXXX in error submitted a negative notice concerning my final mortgage payment and while promised to reverse this negative report 75 days has passed and my credit report remains adversely affected.
Company Response: Closed with explanation
2015-08-02
Louisville, KY
Loan servicing, payments, escrow account
Mortgage: Conventional adjustable mortgage (ARM)
Complaint: I contacted Seterus Inc XX/XX/XXXX by email. I explained I was told I had a 60 day late payment on my mortgage history when I applied for a preapproval to buy a new home. I explained that I could not have been 60 days late in XXXX because I had sold the house and paid it in full on XX/XX/XXXX. I fully expected this was an easy fix. I emailed them on XX/XX/XXXX and attached to my letter was the closing statement showing the mortgage with them was paid in full XX/XX/XXXX. I also attached the credit report showing the mortgage was marked 60 days late XXXX. I am writing to you today on XX/XX/XXXX and my credit report is still not fixed. I called them almost one month ago now to say I never received a response. The girl on the phone told me the letter went to the wrong address. I ask if she could read the letter to me from the computer she said the letter said everything was reported correctly. I ask to speak to a supervisor. After one hour on the phone the supervisor agreed she could see where the mortgage payment for XXXX could not have been 60 days late. She said she would have a soft credit pulled and have it fixed. I was on my cell phone and got cut off. I called back in a few minutes not having the supervisors name the girl on the phone looked up my old account and said there were no notes in my file. I said could you please put my phone number in the Computer to make sure they have it fully anticipating the supervisor would call back because she said she would. XXXX I called back again and went through the whole story with another person XXXX XXXX. She apologized and told me I needed to write the 3 credit bureaus to have it corrected. I explained I know that process and it would require up to a 90 day wait.. I explained after All the time I had waited it would be much simpler and easy for Seterus to make it right they were the ones who reported it incorrectly. She said they could n't do it. I am writing this complaint for others also. I am a XXXX and this is NOT the first time this has happened. I did a loan for someone with a very similar situation last fall. I had to order a credit supplement which XXXX had to pay for. The underwriter turned he loan application down initially because of the recent late. The credit supplement XXXX ordered showed they were incorrect which helped him get the loan but did not fix his credit report. It is not fair the attitude they have. Everyone I spoke even including the letter I received takes no ownership in have to live in my son 's small apartment till I can get this fixed. I have to store my furniture. Please if you can get through to them for all the people like me who just want fair credit reporting can you help us. I am happy to pro idea the other name of my loan applicant if you need it.
Company Response: Closed with explanation
2015-07-31
Manassas, VA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-31
Symbol, KY
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-31
Gloucester City, NJ
Loan servicing, payments, escrow account
Mortgage: Conventional adjustable mortgage (ARM)
Complaint: I am a single mother of a XXXX child. I am currently unemployed as my child requires full time care. In XXXX, I attempted to get a modification of my mortgage through Seterus-my loan servicer. I filled out the paperwork, sent it in, and I received a packet in the mail that said that yes, I had been approved for a trial modification! It said to pay an amount for XXXX, XXXX, and XXXX XXXX for the trial period. ( I did that. ) Then I got another modification approval packet in the mail a day or so later that was exactly the same except it said to pay a higher amount. I was confused so I called them. I could not get through to a live person, so I paid amount that I got in the first packet on the first of XXXX as instructed and also on XXXX XXXX. Then I got a notice that I paid the wrong amount-and therefore my modification was disqualified. I called Seterus and spoke to someone who said that the amount I paid was the wrong amount and that I no longer qualified for the modification. I asked for something in writing, since I never rec 'd anything that said the first packet was a mistake, and she said that I could n't get that. I called later the same day to clarify what the first person had told me, and this next person told me that I should be fine with the payments that I made, that she would put an inquiry in for me and let me know something in a week. In a week I did n't hear back so, I contacted the mortgage help line through XXXX and was directed to XXXX. I explained the situation to them and together we called Seterus-a XXXX conference call and XXXX recorded the conversation with their permission. We spoke to yet another agent at Seterus. He told us that while the amount I paid may have been a mistake on the part of Seterus, I still qualified for that amount, and there was no problem with me paying it and that all was fine with my modification, that Seterus will honor it. He verified that I had paid on time for XXXX and XXXX, and that I should just continue to pay that amount every month until I got the final modification paperwork. To pay the XXXX payment, and even a XXXX payment if I had n't heard anything since they were backed up-he also said to ignore any mail I got saying i was late as it would take a while to for the system to catch up.
I have the names and dates of everyone I spoke to at Seterus.
So I paid XXXX payment and after my XXXX XXXX payment, I got civil foreclosure notice hand delivered to me from XXXX by XXXX on XXXX XXXX. I do n't understand how I can get such conflicting information from the same company about the amount of my modification. And also, the second packet contained a payment that was more than my monthly income. Why they would modify the mortgage to more than my monthly income? I can pay the first amount if they would modify to that amount.
After that, I contacted XXXX again and was directed to XXXX who is now working with me to resolve this. Thank you.
Company Response: Closed with explanation
2015-07-31
Three Bridges, NJ
Settlement process and costs
Mortgage: Conventional fixed mortgage
Complaint: We can not get a payoff statement from Seterus. In the middle of closing our original lender sold our mortgage. Seterus ( with both myself and the attorney on the line ) admitted they should have sent us a welcome packet but they could not confirm they sent a welcome package. We never received a welcome package and had no knowledge the mortgage was owned by Seterus until XXXX XXXX. The closing was set for XXXX XXXX. On XXXX XXXX with the buyers attorney on the phone with me we requested another pay off statement only to be told the wait was at XXXX business days. The agent hung up on us and was yelling at us on the phone. We called back and the agent put a rush and apologized for the previous experience with the agent hanging up on us. She informed us we would receive the payoff yesterday so we could close. This took over XXXX hours on the phone and numerous times being on hold. The letter was never faxed. At the closing we were told it would definitely come tomorrow which is today XXXX. I called first thing this am and I was told it would definitely come today. It never came and at XXXX I called again and the woman told me they gave me wrong information and it should come by the end of next week. Should not would. She also stated again it 's 10 business days to get a payoff statement. I told her it takes XXXX minutes to send a fax. I was on the phone and again put on hold for XXXX minutes. Again the agent hung up on me and said there was nothing she could do. I informed the agent the buyer s mortgage commitment was going to expire by Monday. I also informed the person on the phone as well as the previous person on the phone that we have a special needs child who is medically fragile and I could provide medical documentation and would fax it over. I told them we are staying at a hotel and this is not good for my son 's condition and could someone please help us. I again told them I could provide documentation and would fax it right over to them. I was told I do not qualify for a rush because I am not in a short sale and not in foreclosure. I started to cry and said there must be something someone can do. Every time I called I was n't even allowed to speak to someone in payoffs. Every time I call it 's a different answer.
Company Response: Closed with explanation
2015-07-31
Jacksonville, FL
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: I started trying to work with Seterus about a year ago. Since then I have made multiple efforts to work with them on saving my home. I was preapproved for a trial and modification back in XXXX. As you will see in the attached explanation letter, I have done everything that I was supposed to do to ensure the successful completion of said modification trial. Due to Seterus 's inefficiency and unprofessionalism, I have been through months of stress, aggravation, and financial loss. I have lost sleep, wages, and several days of healthy living. I have even lost money to a scam company promising to help me fight for my modification. A week after I paid their fee which I was told would not be drafted, they disappeared. With my money. I only paid that money because I was terrified at the fact that Seterus had gone XXXX days without returning one of my XXXX or more telephone calls. One of the items not shown in the letter is that Seterus finally got in touch with me and said that there was a miscommunication to me about my modification that caused all of this. They mentioned me possibly making XXXX more payments and they would consider, I say again, consider, a modification. I do not see how this is a solution. I have begged and scrounged but I can not come up with {$4100.00} all at XXXX time. As an even bigger slap in the face, I was told that if I could not comply with this idea of a solution, I would be in noncompliance which coming from them is a terrible disrespecting insult. They said that if I were what they deemed noncompliant with their suggested and hypothetical terms, I would be subsequently denied and have to start allover again. I am wondering how it is that this whole thing can be started by their error and ended with me being the allegedly noncompliant party...? Particularly, and ironically, because of the expenses I have incurred as a direct result of this blatant and unacceptable lack of efficiency and respect for this process. As I stated in my letter I just want a chance to start this trial the way it was meant to be. Had it been done properly, I could have made XXXX payment per month but that ship has sailed this time around. I believe that I am not asking anywhere close to too much for Seterus to activate a new trial, let me make payments each month for three months, and once the trial is successfully completed, let me sign permanent modification documents and begin making regular permanent monthly payments. I have spoken to XXXX at length and they have assured me that Seterus as a servicer is well within their own allowed actions if they were to so choose to let me reinstate this trial and start it fresh. I really need someone 's help and I am begging for a chance to do again what I have already done because the truth here is that I am not the XXXX that messed up. It was Seterus. If they can not offer me another trial, I would like for them to make my modification permanent starting from now and not backdating to force me to make {$4000.00} in payments which I could have made successfully had it not been for the absolute turmoil and treachery they have brought on my home, personal, and professional life. These repercussions are felt morning noon and night by me, my husband, and my XXXX son
Company Response: Closed with explanation
2015-07-31
New Orleans, LA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: I reporting reporting illegal actions by my mortgage company or service center ( Seterus ). Today is the XX/XX/2015 i paid my mortgage on XX/XX/2015 .My comfirmation # XXXX. My loan number is XXXX. I went to my property on XX/XX/2015 which was a thursday and saw my lawn was cut. I check with my gardener and he admitted that he was coming tomorrow to cut the grass and edge. The problem is that i am not XXXX late or nor am i in foreclosure. My mortgage is current and thought i was late on my paymentit was still done within the month it was due. This does not necessate ( Seterus ) to dictate and have people come on my property and due grass cutting or anything of that nature. The property is not abandon it is under renovation. There is current activity in and out of the building due to repairs an renovation activity. There is no reason for them tpo send someone to my property to grass my grass. I have a gardener to come twice a week to take care of that job. They have no right to do this without justification .The house and its maintance is being care for by me .They have done this before and try to bill me for the service. The point is the grass was not that high to were it did n't show someone was tending to the lawn care and general needs of the property. They need to be notify to cease and desist activity .If they come with applying this to my mortgage this would not be fair and a violation my home owner rights. I appeal to you for assistance to this matter, because i do n't think they do such antics to a home owner that is keeping up with he mortgage payments. Also a reminder to house is not in foreclosure are behind in the mortgage. Will you be able to help stop them doing such activity.
Company Response: Closed with explanation
2015-07-30
Chicago, IL
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-07-30
Antioch, CA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-07-30
Dale City, VA
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-07-30
NC
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Seterus, Inc was my loan servicer. They have been paid in full as of Monday and are holding an overage of aproximately {$120000.00}. Seterus, Inc is still not reporting they paid in full status, continues to ask for a payment and claims the full payment is " pending '' and will not give a concise answer regarding the money due me. The home was destroyed due to a fire, I am a single parent, and can not rebuild without the insurance money they are not releasing.
Company Response: Closed with explanation
2015-07-30
Sarasota, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Seterus is my mortgage service. My bankruptcy was final XXXX XXXX, 2014. It was a Chapter XXXX bankruptcy. The mortgage was outside the bankruptcy. Seterus has not been reporting my mortgage to the credit agencies since they have been servicing the loan. They started servicing nearly 7 years ago. They now say I must re-affirm the loan. My bankruptcy attorney says that is not true, that they should have been reporting the loan all along.
I am securing a refinance of my home and it is not possible while Seterus continues not to report the mortgage to the credit bureaus. Please " encourage '' Seterus to report the loan ASAP.
You handled another complaint I filed on Seterus ( Case number : XXXX ) Thank-you, XXXX XXXX
Company Response: Closed with explanation