Seterus, Inc.

2015-07-23

Point Arena Air Force Statio, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus is refusing to send a payoff for my mortgage. I was discharged from chapter XXXX bankruptcy 7 months ago. I am now trying to refinance with another company and have put in 3 requests for payoff online through my portal. When the payoff never came I called and was told that they never received a request and that they would get it to me within 15 days. I have heard that before from then and never received the payoff. Also, per the RESPA rules they have to have it to me within 7 days. On top of that, they are telling me that my loan is in a 120 day review now that I have been discharged from the bankruptcy for 7 months. I am not sure why they are doing this but all the laws relating to RESPA that I can find point to pretty much everything they are doing being illegal.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-22

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/XXXX I entered into a legally binding Modification Agreement with Seterus Inc., the servicer of my mortgage. On XX/XX/XXXX I was told by Seterus Inc. that I did not make the three trial payments required before accepting the Modification Agreement, although I had made each payment on time. On XX/XX/XXXX I received a letter from Seterus Inc. XXXX XXXX XXXX XXXX reiterating that I did not complete the trial payment period, therefore, the Modification Agreement had been revoked. I immediately sent proof of each payment ( 3 ), including the first Modification Agreement installment XXXX 4th payment ) for the month of XX/XX/XXXX. I made the first payment of the new agreement in hopes of Seterus Inc. quickly realizing their mistake, making the necessary adjustments to the new loan amount and sending a new Modification Agreement. I sent the second Modification Agreement payment in XX/XX/XXXX only to have the payment return for reason stated, " Failure to sign and return the Modification Agreement ''. Again, I received notice on XX/XX/XXXX that the Modification Agreement had been revoked for failing the trial period. On XX/XX/XXXX I received a letter from Seterus Inc. XXXX XXXX XXXX XXXX apologizing for the false claim ( letter of XX/XX/XXXX ) that I had failed the trial period. XXXX XXXX acknowledged the three trial period payments being received but did not recognize the payment made in XX/XX/XXXX as the first installment of the new loan agreement. XXXX XXXX began requesting the now revoked Modification Agreement to be signed and sent with payments beginning with XX/XX/XXXX. Since then, I have requested from Seterus Inc. XXXX XXXX XXXX XXXX on numerous occasions, an updated Modification Agreement acknowledging the first installment being paid in XX/XX/XXXX. Seterus Inc. has refused to send a revised Modification Agreement, continuing to request the signed Modification Agreement issued back in XX/XX/XXXX, and payments beginning with XX/XX/XXXX. I finally, signed and returned the now seven month old, revoked Modification Agreement and again requested confirmation of payments due, stating, again, that I have already made the first installment due XX/XX/XXXX. On XX/XX/XXXX Seterus Inc. XXXX XXXX XXXX XXXX acknowledged receiving the signed Modification Agreement but continues to demand the XX/XX/XXXX payment of which was received and deposited by Seterus Inc. on XX/XX/XXXX I believe this to be a deliberate attempt to prolong the service fees Seterus Inc. collects for servicing a loan threatened with foreclosure. It is beyond comprehension that, at this point, this is an oversight or miscommunication of some sort.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-22

SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-21

New Hanover County Airport, NC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-21

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am trying to payoff my Seterus mortgage with my savings and requested an online payoff.payoff online. After several days waiting for the quote, I called Seterus. The representative stated that payoff quotes took 7 to 10 days. Not sure why it takes the company so long as I was able to calculate the payoff in 30 seconds ... .. Very upset that I am paying {$30.00} a day in interest while I wait for Seterus to provide a payoff. Makes me wonder if the company is intentionally delaying payoff quotes to earn few XXXX dollars in extra interest.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-20

Marina, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-20

Kendall, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-20

Austin, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: It is XXXX XXXX, 2015. I have not received the required XXXX from my mortgage lender, Seterus Inc . I have tried calling them multiple times, and was told the document was faxed to me on XXXX XXXX, XXXX XXXX, and in addition the document was also mailed to me on both days as well. The fax was not received. The fax is a dedicated line and all other incoming faxes have arrived without delay or issue. Each time I call I am told it will take 3-5 business days to fax the document, or 7-10 business days for the document to be mailed. I still have not received the document. Will the IRS understand that it 's not my fault when I ca n't file my taxes? I already had to request an extension ...
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-20

Lb, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I 've been requesting a payoff quote from Seterus since XXXX XXXX, 2015 and I 'm still not in receipt of the quote, even after consistent follow up and follow through with Seterus. Please see attached for specifics on follow up and communication with Seterus.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-20

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-18

Brooks, OR

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-18

IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: On XXXX, I requested a loan payoff from Seterus Inc, through their website, which states it will go in my secure inbox within 3 days. They have now taken the three days comment down due to my complaints, so I guess we get it, when we get it now. Anyway, I talked to XXXX on Thursday because it was not there. XXXX informed me that was a mistake and it takes 7-10 business days. She was rude as well, so I complained to the FDIC and called back because think about this, how much money does Seterus make by putting off giving those payoffs in a timely manner based on people 's daily rates? Mutliply all the other customers they do that to. They told my lender they get XXXX requestsa month. That is a lot of sonsuer money. I got XXXX the next time, who lied and said I did n't request the buyout until Monday the XXXX, but she would see that I should get it by Friday morning. I still had nothing, so I spoke with XXXX who saw my original request and she would see if she could expedite it at another 1-3 business days. I got the request later that afternoon. Here it is- XXXX , XXXX XXXX PAYOFF STATEMENT IS SUBJECT TO FINAL VERIFICATIONNext Due Date of Payment : Interest Rate : Current Principal Balance : Unpaid Interest to XXXX XXXX, 2015 : Escrow Overdraft : Interest Arrearage : Escrow Arrearage : XXXX XXXX, 20153.99000 % {$320000.00} ( Future XXXX bill for taxes ) XXXX Open Charges Through XXXX XXXX, 2015 : LATE CHARGES : XXXX Additional Charges Through XXXX XXXX, 2015 : Homeowners Insurance : XXXX ( Homewoners Insurance due in XXXX ) Prepayment Charge : XXXX Suspense : XXXX Expense Credit : XXXX Amount Secured by the Mortgage or Deed of Trust : $ XXXX Cost to Release Documents : XXXX Estimated Payoff amount due as of XXXX XXXX, 2015 $ XXXX payoff statement expires on XXXX XXXX, 2015. If you have any questions, please contact us at our toll-free number below. Sincerely, Seterus , Inc . XXXX notice all the extras like my tax bill, which is n't due until XXXX and my insurance, which is n't due until XXXX. You also include the daily interest and the late payment, which would n't be late if I had gotten the payoff. Now bear with me, I had torequest it again. Are they going to do the same thing where I can never leave them due to poor payoffs? What underwriter can use this? Plus, it appears that if they try to inflate my buyout, it will make it harder to refinance through the XXXX XXXX is a XXXX veteran. Both of us are on the loan. If I am having to leave XXXX in escrow with XXXX bank and paying XXXX for the same for future escrow, that is XXXX in escrow during the transaction for the refinance.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-17

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have a loan with Seterus Inc. Loan number XXXX. I always pay on tine and never missed a payment. Last month in addition to my monthly payment of {$240.00} I transferred {$35000.00} in intent to cover part of my principal. Seterus, instead of covering my principal, transferred the money in to so-called Suspense account. I called them to make sure that they transfer the money from this account to my principal. They promised to do that, but of course never did. It is convenient to them to keep my principal higher in order to charge me more interest. This first telephone call I made was on XXXX/XXXX/2015. Since then I was calling 2 times a week to see what has been done. So far nothing has been done and they just feeding me promises and telling how hard and how long it takes to transfer the money from one account to another. So now after a month I have no choice, just to look for your help. Thank you so much for your help in advance, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-17

Grover Beach, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loan servicing company Seterus Inc. has been inefficient in paper handling repeatedly asking for same documentation that has been previously provided and has caused delays in submitting loan payoff demands to closing company causing increased costs to consumers in interest payments and penalties. Repeatedly giving incorrect information about expected time for their performance from 48 hours, to 5-7 days, to 7-10 days, to 21 days, to they are backlogged and do n't know when. When contacted by closing agent, they fail to instruct that demands and authorizations must be on their forms when information is requested by the consumer, closing agent, and real estate agent. Being told to contact them by a certain date if requested demand has n't arrived only to be told later that no authorizations or records are on file after the information has been submitted. They are inefficient at best unless they intend to delay closings to earn more interest and penalties from consumers.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-17

Dolton, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-17

Rochester, WA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XX/XX/XXXXOn XX/XX/XXXX, my mortgage was transferred to Seterus, Inc. from XXXX. I was at that time one payment delinquent of {$1900.00}. Seterus reps told me I could make periodic payments whenever I had extra money and they would place the payments in a suspense account and once the payments accrued to {$1900.00}, they would apply that toward the delinquent payment and I would be current. I have been making payments on time for two and a half years but have n't been able to accrue enough money to make a whole payment that would bring me current. On or about XXXX XXXX, XXXX, I talked to a XXXX XXXX who checked with her supervisor XXXX XXXX ( not sure of spelling ), and they confirmed I had a little over {$1700.00} in the suspense account and that it was a mistake to have taken the money out of that to apply toward late fees. After consulting with her supervisor ( XXXX ) XXXX said I would be current if I made a payment of {$2200.00} in XX/XX/XXXX. They received this payment on XXXX XXXX, XXXX. This extra amount I thought ( from {$1900.00} XXXX was for taxes for which they established an escrow account, even though I was on a payment plan for XX/XX/XXXX delinquent taxes and was current with this year 's taxes. Today, XXXX XXXX, XXXX, I called to make sure my understanding was correct. First, I talked to XXXX XXXX. Later, I talked to XXXX XXXX and was told by XXXX XXXX that my money in suspense was used to pay late fees and that they had a right to take that money from suspense to pay the fees. They had months ago agreed that I could make partial payments and would apply them to the mortgage principal and interest once I had the entire amount due of {$1900.00}. XXXX XXXX informed me that because they did n't have a letter in writing directing my periodic payments be applied toward the delinquent mortgage, that they had the right to take the money and apply it to late fees. This company ( and Citimortgage and others ) uses these methods to keep people delinquent, forcing some homeowners into foreclosure. I believe this why they do this. If you do n't believe me, please go to XXXX and type in mortgage servicers and read the XXXX ( or XXXX ) of complaints. I think this behavior on the part of Seterus was fraudulent and I would like someone from your office to look into it. They treat hundreds of others the same way ( and worse ) in that they refuse to accept payments, apply money to late fees or other accounts without permission, and so forth. My mortgage records are under XXXX and XXXX XXXX ( or XXXX XXXX XXXX ). My husband died XX/XX/XXXX, but they wo n't take his name off the documents. I now go by XXXX XXXX XXXX. They also forced me into an escrow account for property taxes, and raised the amount to include higher taxes EXPECTED NEXT YEAR. They also said there was a deficiency, which I do not understand. My mortgage adjusts in XX/XX/XXXX and I would like to refinance or apply for HARP but because of my delinquency, they say I do not qualify. The delinquent payment would have been paid by now had they not taken the money for late fees. Is this legal? I want another servicer. A company that will not treat me this way.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-17

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I put a house up for sale XXXX XXXX for XXXX. I signed a re-modifaction in XXXX not understanding the full ramifications ofthe re-modification. The outstanding principal listed on the orgimortgage service web site and on statements listed the same amount of {$180000.00}, The payoff amount issued by the mortgagelisted an arrears amount of {$33000.00}. My final take on the saleminus normal other expenses was approx. {$1000.00}. I feel this is a gross/gross injustice. The servicer was Seterus inc. XXXX purchased the home in XXXX. I had to refiin XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-16

Guilford, CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-16

Ridley Park, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-16

Billerica, MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX has been working with Seterus to be reviewed for alternatives to foreclosure. Upon suggestion from Seterus, XXXX listed the property for sale as a short sale and subsequently received an offer on his property. Upon submitting the 3rd party authorization to Seterus on XX/XX/XXXX and the full short sale application to Seterus on XX/XX/XXXX, I was advised that " Seterus is way too backed up and behind to even work on getting the borrower 's authorized third party onto the account any time soon ''. I was also advised that " because Seterus is so behind, we probably wo n't even get around to this short sale for the next month. It is inexcusable to take two weeks to have a borrower 's AUTHORIZED third party listed on their account to speak on their behalf. It is also inexcusable that this homeowner is trying to avoid foreclosure, has a valid hardship, followed the steps he was advised to take and is being told that his bank simply wo n't have the time to help. There is a foreclosure sale date coming up and Seterus wants no accountability. I do not know what games Seterus is trying to pull but this is not helping their borrower - it 's pushing him into a further hardship.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-16

Medford, OR

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-16

Davie, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-16

Rncho Domingz, CA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Seterus Inc. using deceitful tactics to get an extra payment on my mortgage. I am trying to sell my house. The title company sent a document for me to sign requesting Seterus company ( XXXX mortgage ) and XXXX ( XXXX mortgage ) to release payoff documentation on XXXX XXXX. XXXX XXXX sent the information within a day. Seterus company sent a confirmation that they received the document. The Title company never received the payoff document. We called today as we had not received anything and were told they had to confirm with me because it was not clear and the form did not have the word " release '' ( the form I used said " furnish the title company with the pay off quote '' ). Bottom line, it would take 2 weeks from today ( 10 business days ) to receive this document. That means my closing will be delayed 3 weeks and at that point a new mortgage payment will be added. I called in the afternoon to request a payoff sent to me so at least the title company can start working with the numbers and I was told I was not " eligible '' for a payoff request (??? ). I requested to speak with a supervisor and I was yelled at saying what part of no I did not understand and that a supervisor would tell me the same thing.. I was put on hold and then she hung up. I called again and was told the pay off request for the title company had been cancelled ( I assume the representative that yelled at me did it out of spite ). Thankfully the new representative XXXX XXXX was very kind and put it in the system again to order the payoff. Now it remains to be seen if I get one or not. I would also like to let you know that the last 2 years they have failed to pay the homeowners insurance on time, had the policy cancelled on me, and both times my policy went up because of it ... money that Seterus made me pay by increasing my monthly payment to cover the escrow deficit.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-15

Palmetto, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-15

Van Nuys, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My loan funded by XXXX was transferred from XXXX XXXX XXXX to Seterus, they lied to me once about a modification ruined my credit in the process, now they cheating me out of money for an Escrow account that I do not even have. They are dishonest. I am very afraid I have to watch them so closely, the problem is they are servicing loan for the government the same place I am filing a complaint. Now they are taking extra money in my monthly statement and can not explain to my why. This company has more complaints than any company on the planet but nothing is being done because they are working for the US government. First they took money for taxes but my taxes were paid Now they are taking money for HOA but my HOA dues are current.
Company Response: Closed with explanation

Disputed: No Timely Response