Seterus, Inc.

2015-05-21

Bridgeport, CT

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-21

Chicago, IL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-21

CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I completed a loan modification package back in XXXX 2015 to aid with my loan, I was approved by XXXX California ; however, my Lender/ Servicer `` Seterus Inc. '' will not respond to any inquiry that I make nor respond to the requests that XXXX California make to them on my behalf. Every time I call they keep telling me that they do not have any updates nor do they have the ability to find out any status update to XXXX California. Furthermore, my servicer Seterus Inc and trustee sent me a letter showing that my home will be sold on XXXX XXXX, 2015. This is unfair as Keep Your Home California is able to help me but my Servicer Seterus Inc. will not respond to their inquiries to fulfill my modification and are delaying any correspondence. I feel based on their actions that they are intestinally trying to sell my home and make me homeless, I am running out of time.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-21

Ocean City, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-21

Alexandria, VA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-21

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with Seterus , inc . My current regular monthly payment amount is {$920.00}. I 'm also current in my payments and never failed to make a payment on time. I want to submit a complaint with the Consumer Financial Protection Bureau about XXXX payment. On XXXX XXXX, I mailed the payment for XXXX 2015. The check was for the amount of {$2100.00}. I clearly specified on the check and also on the payment coupon that I wanted the ramainder amount ( {$1100.00} ) after XXXX payment to go to the principal. I have attached proof of this. Seterus cashed the check on XXXX XXXX. On XXXX XXXX I checked my Seterus account online and noticed that they had spread the amount I submitted for XXXX between XXXX and XXXX 2015, contrary to my instructions. I called on XXXX XXXX. I explained the problem to the agent and she said she had submitted the request to reverse the payment and correctly put the ramainder to principal. She also said they had up to 14 days to complete this reversal. So I waited 14 days. On XXXX XXXX, I checked online again but saw Seterus had not corrected the issue so I called for a XXXX time and asked why the issue was still not fixed. The agent said they were running behind with customer requests and then said she was going to find out what was going on. She put me on hold and when she came back she said that they would be fixing the issue on that same day and that I could check the next day online. The next day, on XXXX XXXX, I checked online again but still no reversal had taken place so I called for the XXXX time and talked to an agent named XXXX. All he said was that he had resubmitted my request to fix XXXX payment. He did n't explain to me why they had not reversed the payment yet. I said I would be calling the next day ( on XXXX XXXX ) to check again but the agent said there would n't be any turnaround time the next day and I needed to wait for what that department decided to do with the matter and that there was nothing I could do to expedite that as they had to review and evaluate my account. I said to him that I would call again regardless because I had initiated the reversal request on XXXX XXXX ( over 14 days ago ), not on XXXX XXXX. I called today once again and inquired about the status of my request on my initial call on XXXX XXXX. The agent said she would need to see the history of my calls and put me on hold. After XXXX minutes she came back and said that a request for the XXXX payment reversal was NEVER submitted. She said she had submitted it for the XXXX time and apologized. What is really going on here? I 'm totally perplexed. This is not the XXXX time Seterus incorrectly spreads the payment between XXXX or more months. They did this in XXXX 2015 and after I called them XXXX times they finally fixed this. I have a lot of questions and after so many calls and unfulfilled expectations, I believe I 'm getting nowhere and I also feel I have also wasted too much time with them to no avail. I also feel there is absolutely no transparency on their behalf to resolve this issue and that they have been lying to me making me believe that reversal process is already moving when it 's not. There is absolutely XXXX communication from them back to me via email, online or phone as a customer with a request to follow up. At this point, the next statement I have is for XXXX 2015 as they skipped XXXX 2015 after posting the extra money for XXXX. There are 10 days left before XXXX XXXX so I do n't know if this can get resolved before then. Otherwise, I 'm afraid if they do the reversal too late then I will be behind for the XXXX payment and then they will charge me late fees. I do n't know what to do. I have almost lost a month for nothing. I 'm submitting evidence that supports my case, statements, copies of check and coupon. Let me know if there is anything else you need from me so this matter can be resolved. Thank you!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-20

CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Servicer ; seterus paid XXXX flood ins premiums causing a {$3000.00} negative escrow and by paying XXXX flood agencies they voided XXXX another. Then they refused to acknowledge the paid XXXX when XXXX was alread in place. They later added forced place coverage costing me another {$350.00}. And due to paying recent XXXX premium late they cost me an additional {$330.00}. On top of {$4800.00} to XXXX - that was canceled and flood was in place at time they paid XXXX. I am XXXX and no reasonable assistance has been given and it has taken a stressful tole
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-19

Bitter Lake, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-19

Ft Myers, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgagee passed away and trustee took over the the trust in which the property was titled. Property was then sold and awaiting closing. XXXX was the original mortgager and was notified in writing of the situation. Before property was closed, XXXX sold the loan to Seterus. When Seterus was called for a payoff so that property could close, they said it was being processed and would not give a payoff for at least 10 days. This all happened the day prior to closing. Now Seterus refuses to provide a pay-off so property can close, which is causing undue expense and hardship to the buyer.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-19

Ft Lauderdale, FL

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I am applying for the Florida hardest hit program. I provided all required document and affidavits explaining my situation. My case was complicated because I use my paycheck to provide money to my XXXX kids and my mom. But now, the underwriters request for me to provide a letter from XXXX XXXX stating who has access to my mother 's account as I appear as a pod in it or a signed lox stating that some transactions in her account are part of my income. I contacted XXXX XXXX, they stated that they do n't provide such letters due to liability issues and for me to provide an letter of explanation stating that income in her account is mine would be lying. I already provided XXXX notarized affidavits explaining everything.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-19

PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was through XXXX XXXX XXXX, we were having trouble making our payments, we got behind 2 months payments. XXXX sent us packets requesting all financial information so they could help us out. They seemed very interested in helping us out and we had been in contact by phone multiple times. We became 3 months behind because of all the back and forth mailings and phone calls. At this point, we received notice from XXXX that they had sold our mortgage to another company named SETERUS. All future calls to XXXX have not been returned. We have only had XXXX phone call with someone from SETERUS. First of all, they requested my wife 's entire social security number, which she gave them. Then, they said we must make at least XXXX payment to them to keep in good faith and they want our bank account number so they can automatically withdrawal. We have never received anything from this company stating they own our mortgage, besides a phone call. No paperwork in the mail, no account number, nothing! So, we are to give our social security number and bank account number to someone we do n't know? If you check out this SETERUS company online, you will see they have nothing but bad reviews. We want to keep our house and are trying to do all we can to do so. We have been in touch with our United States Representative XXXX district office and XXXX XXXX from XXXX, our local news station. Please Help!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-18

Citrus Heights, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-18

Detroit, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-18

Cypress, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-18

Fort Lauderdale, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-16

Itasca, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX my wife sent a mortgage payment by mail to Seterus XXXX Mortgage company. She always checks the bank statements from XXXX Bank every month to see if the mortgage has cleared. Two days before the grace period of the XXXX, she noticed that Seterus had n't cashed the check she sent almost two weeks before. I called Seterus up and the claimed they had n't received the check yet, and to call back to check and see if it came. I called on the XXXX, the XXXX, and the XXXX, and they claim they had n't received the check. So we had to put a stop on the check, and Seterus said to check back in a couple of days to see if the check shows up, and I was going to be charged a late fee. I called a couple days later and mysteriously the check suddenly appeared. Since I already put a stop on the check I was told by Seterus that I could call the bank and stop, the payment on the check, so I did. I just made a payment online to Seterus the night before the check showed up, so I was told by Seterus that they would hold the payment on the internet till the XXXX of XXXX and process the check through the mail. Everything went through okay. On XXXX XXXX, we checked our bank statement online, and it showed Seterus did not take the funds out of our checking account like they said they would, so I had to call them again on the XXXX of XXXX. They said it was just then being processed, which I thought was very fishy that they just took the funds out when I was talking to them on the phone. I believe they were trying to get away with charging me another late fee. Now this month we decided we will pay Seterus directly online on XXXX XXXX XXXX 2015. Everything went through and we got a confirmation from Seterus in our Email thanking us for the payment, and gave us a confirmation number XXXX for the payment of {$1000.00}. My wife kept checking our bank statement again, and once again it did n't show Seterus had taken the funds from the bank, so we kept checking everyday until the XXXX of XXXX. So I called them again on the XXXX of XXXX to see what 's going on, and the told me that they tried to withdraw the money from or account on the XXXX of XXXX and that they could n't get the money because it showed Non Sufficient Funds in our account. I told them that was impossible because we had plenty of money in the bank to cover the mortgage. I asked them if they are sure they have all the right info to pull money out of our account and they said yes, and verified our bank account number, which was all correct. They said I would have to contact my bank to clear this up. So, I contacted my bank online by chat so I could have a record of proof of talking with the bank. They told me that Seterus did n't try to pull the funds at all the month of XXXX on the XXXX or the XXXX like they said they would. Once again we got charged a late fee of XXXX, which we now have been charged a late fee every month since XXXX of this year. We were charged {$1.00}, {$33.00}, and another {$33.00} in three months. We also had to pay XXXX web pay charges. XXXX times at {$5.00} and also a {$10.00} charge. We have never been late paying our mortgage before until this company switched their bill payment location about three months ago. I have heard of other people having this done to them by mortgage companies purposely holding the mortgage payment till after the grace period, so the can get an extra {$30.00} or so from people. This is wrong, and I want all the extra charges I paid to be refunded, and taken off my record as being late, which we never were! I have copies of the conversation from XXXX bank to verify that Seterus had not attempted to take the funds out of our bank like they said they did. I am making copies of this complaint and sending it to the XXXX and others to get a resolution to this scam.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-16

Jupiter, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My complaint is against the Service Debt Collector - Seterus Inc. Seterus has been servicing my loan for more than 10 years at 6.125 %. This property is located at XXXX XXXX XXXX XXXX, XXXX XXXX, MI XXXX, is no longer my primary residence. My family and I have moved out of state and the property is now deemed income property and is occupied by a tenant. In early XXXX of this year I entered into discussions with a mortgage lender regarding HARP refinancing for this property. However, I was informed that prior to proceeding with the refinancing process ( which I pre-qualified for ) XXXX records related to my Private Mortgage Insurance ( PMI ) status needs to be updated. After contacting XXXX, I was informed that Seterus Inc. has to submit this request - ca n't not be requested by the loan recipient. Subsequently, I XXXX contacted Seterus Inc. on XXXX XXXX, 2015 ( see the attached complaint letter ) with no success. Seterus ' representatives have failed to return multiple calls or offer any explanation to the status of my request. I have not been required to pay PMI for years ( see the attached IRS Form 1098 ). I strongly feel that Seterus is deliberately ignoring my request due to the fact that the loan will be transferred to another lender. If my assumption is correct, worst case their practice is unethical ( if not illegal ) and consumer infringement. Best case, they have an extremely poor infrastructure upon which to address customers ' needs. After conducting further research, I was not overly surprised to find out that Seterus has been cited in a number of consumer complaints. I would greatly appreciate your assistance with getting this matter resolved.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-15

Centerville, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-15

Ocklawaha, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-05-15

Auburn, WA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-15

FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Wallington, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: When Seterus took over as our lender after 17 years with XXXX Bank, they failed to send me a new escrow statement in XXXX XXXX. It was mailed to an individual that I do not know in a different city. I found this out just last month when a copy of the statement was provided to me from Seterus. I had expected a statement in the mail to my home address but never was sent XXXX. In XXXX XXXX, I called to find out how much I owed, and Seterus refused to tell me over the phone. I sent in a payment in XXXX XXXX for the amount that XXXX had previously told me to pay. After several letter writings to Seterus, we were finally told the correct amount to send in. We continue to not receive monthly statements from Seterus and instead were told we could find this out over the phone. In XXXX XXXX, I sent in XXXX checks ( mortgage payment and additional escrow payment ) with instructions, all in the same envelope. Only the additional escrow check was cashed. After two months of letter writing and faxes to authorize the release of the other check for the mortgage payment, the check was still not cashed. This check was for a different amount than what was required as I wanted the escrow shortage divided over 12 months rather than 4 years. The total of the XXXX checks was more than the required monthly mortgage payment. I ended up putting a stop payment on the check in XXXX XXXX and issued a replacement check for the same amount written as what was written on the original check to Seterus for the XXXX XXXX mortgage. This check was cashed in XXXX XXXX. I am still receiving demands for more money from Seterus yet our mortgage is current. Because of a lack of monthly statements from Seterus, it is difficult to determine what is going on with checks that I send in to them. We are told different information each time we write to their correspondence address.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-14

Greenwood, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am real estate attorney who is trying to pay off a loan being serviced by Seterus , Inc. Seterus refuses to give me payoff amount because they received this loan Fourteen days ago and have not yet sent my client a welcome letter. My client only wants to pay this debt off in full. Seterus has informed me that it will be another XXXX Days before a payoff can be generated, although they acknowledge that they are the servicing company for the loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Beaux Arts, WA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response