Seterus, Inc.

2015-05-05

Sebastian, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

Portland, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

Lakeshore, LA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

San Tan Valley, AZ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-04

Cecil, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

Warrenton, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My Home mortgage is on a Bill Pay with my bank. The payment is due by the XXXX of every month and I have scheduled it for XXXX of every month to avoid any weekend, holiday type delays. Any way during the month of XXXX my payment was auto-scheduled and processed on XXXX of XXXX. I was out on business and when I returned on XXXX XXXX I noticed there were missed calls on my home phone from " XXXX '' on XXXX XXXX and XXXX XXXX. I called this number back and found out that this number belonged to my Mortgage Company. Once I verified my security information the first word I heard from the representative was " Sir, how would you like to pay {$130.00}? ". My immediate response was where did this come from? I was calling back to find out why the I had these missed calls ( note no message was left on my answering system by Seterus ) was calling me for which I had no idea. The representative " XXXX '' upon asking first said maybe because my payment was received after XXXX and was charged late fee. I told her that let me look on the bill payment, upon which I clarified to XXXX that my payment was scheduled for XXXX of the month ahead of the due date of XXXX so it can not be correct. XXXX then went on hold and then came back stating that my Escrow analysis had established that instead of my monthly payment of {$1800.00} I was to make a revised payment of {$1900.00}. Hene the shortfall of {$64.00} combined with LATE FEE of {$72.00} was overdue now. I tried to convince XXXX that this was not a delibrate mistake or intended delay, there was no information on my end that my payment had changed and XXXX did not leave any messages when they called. So I pleaded that given my pristine payment record at a minimum I should not be charged the LATE FEE. Especially given that no payment from ESCROW was due until XXXX timeframe and it did not make sense to levy a penalty of {$72.00} on a shortfall lesser than that and which was not even due to either the Real-Estate Property Tax payment OR my Home insurance. XXXX said she can not do anything. I insisted to talk to her supervisor. When XXXX 's Supervisor " XXXX XXXX '' came on line I told her this honest oversight should be considered for waiving the LATE FEE. XXXX held on to my first statement and re-phrased Oh! so you agree it was an oversight. I knew then and there she was trying to justify Seterus 's late fee by mounting on me that I was to be fully responsible for this oversight. And then between XXXX and XXXX they furthered the topic with threats for credit reporting if the overdue amount was not paid. Since I enjoy a credit score in XXXX range I did not want to argue with them and caved in to make the whole payment via direct debit from my checking account on the spot. I think it is fare if you levy LATE FEE and PENALTIES for something that has caused financial damage or has the potential to do so - but in my case it was plain simple that Seterus came back with a response of " Oh I got you ''. Very mischevious tactics for such meagre amounts from customers who have been on the dot with payments from last umpteen years.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-03

Sarasota, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I applied for a modification to my XXXX loan, serviced by Seterus, Inc. seven times since XXXX XXXX with fax confirmations that I supplied all of the supporting documents required. Each time, I was declined for 'failure to provide all of the necessary paperwork/documentation ', which XXXX XXXX XXXX Seterus confirmed was not accurate in XXXX XXXX. I was approved for a forbearance for XXXX, XXXX, and was told to reapply for a modification in XXXX, XXXX, which I did. After originally being declined for 'failure to provide all of the necessary paperwork/documentation ' again, XXXX XXXX advised I was approved for a HAMP Trial Modification for XXXX. My obligation was to make payments on time and work with a counselor, which I did. I spoke with XXXX a Seterus representative in XXXX, who confirmed receipt of all payments timely, and who stated he would could take my statement about the counselling, and said he would send notes and questions 'up the ladder ', and was sure the declination would be rescinded, and would ask XXXX XXXX to look into the issues. I formally requested the declination be appealed and looked into again in writing in XXXX, XXXX. I have now called XXXX XXXX five times since XXXX XXXX, with no response. I am concerned. She had been a 'voice of reason ' and good communicator through the loan deferment and Trial Modification HAMP processes, yet unresponsive since that time. I wrote to XXXX XXXX and sent her a copy of the counselling report XXXX XXXX, XXXX, and have had no response. Since the XXXX XXXX, XXXX letter, I have receive XXXX generic default letters, a privacy statement letter, a letter confirming receipt of my correspondence from Seterus, and a telephone call from XXXX XXXX at Seterus asking 'what I intend to do to bring the delinquent balance current and with the property '. I asked if she had read any notes in my file, she stated she had not, so I told her I to read my file, as I was awaiting a response from Seterus based on my XXXX communication. I no longer am receiving emails advising me that I have messages in my secure online email box at the Seterus website. As I filed bankruptcy, XXXX at Seterus advised that I am not able to login to the Seterus website. Last I was able to see prior to being redirected by the Seterus web site, there are over XXXX messages that I am unable to read in that mailbox. This is the same type of lack of communication I experienced with Seterus after requesting a loan modification now SEVEN times since XXXX. We are now in XXXX! I have already paid the XXXX and XXXX XXXX payments at the XXXX modified amount, which have cleared my bank. I wrote to XXXX again, requesting a status on XXXX XXXX, XXXX. I am hopeful that this type of communication is not happening with every loan they service, and am concerned that maybe it is only happening with loans where they have determined that the property is worth more than the loan balance, like mine is. Please help me to get this resolved. I am in a very difficult financial situation, and am just able to make the modified mortgage payments. Thank you,
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-02

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was moved to Seterus in XXXX 2014. I am currently in a chapter XXXX bankruptcy that will be paid off in XXXX. I have filled out paperwork with my attorney 's approval so I may talk about information regarding my loan and sent it twice to the address I was notified by Seterus. My attorney also faxed the information twice to the phone number Seterus instructed twice. When I call about my loan, I am told this information has never been received. I am angry that my rights to my mortgage have been violated. I see several mistakes on the Seterus periodic loan notice but can do nothing to dispute this information. Furthermore, Seterus sends any information to my attorney annd I have yet to get a statement from Seterus. I want my account updated so I may have access to dispute any problems. I also am requesting an audit of my loan as I see there are mistakes on my loan. If you do not handle the auditing procedures, I appreciate any referrals you can provide. I want to thank you in advance for your help in this matter. Sincerely yours, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-01

Somers Point, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-01

Cumberland, RI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-01

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Inc has been holding my {$50000.00} hardest hits fund for over 4 months claiming a " system issue ''
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-01

NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: We sent in a package for the borrower on XXXX/XXXX/2015 to be reviewed for all modification options, XXXX, in-house, etc. Apparently, on XXXX/XXXX/2015, the borrower received an offer for a streamline trial modification with payments that were 49 % of the borrower 's gross monthly income. I, the Housing Counselor, was told that the borrower needed to accept or deny the offer, and would IN THE MEANTIME be reviewed for other options since they had the application on file. The borrower " failed '' the trial mod., because she chose to, and did n't make a payment, with the understanding that she was being reviewed for a more affordable option. I spoke to XXXX XXXX at Seterus, Inc. on XXXX/XXXX/2015 who said the application was received on XXXX/XXXX/2015 and they expected a decision to be made withing 30 days because file was UNDER REVIEW for XXXX and nothing was needed at this time. I was told on XXXX/XXXX/2015 that they had requested a reinstatement letter and no paperwork was needed and that they were waiting for approval. They told me to check back in in a week. I called today and spoke to a XXXX XXXX. He said that they show that no modification was being reviewed for currently and that the client failed the trial mod. YES, the client failed the mod. because she CHOSE to. It was UNAFFORDABLE. He said that he did see a package for XXXX, but it was n't being reviewed, and that I should call back in a week while they " update their screens '' and start to review the file. As far as we knew, the file was complete and being reviewed for XXXX. Also, there is NO single point of contact at Seterus, Inc. You call and speak to a different person each time and there has been no single person communicating with the borrower or working on the file, at least that we have been made aware of.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-01

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, 2015 Re transfer of my home mortgage loan from XXXX to Seterus Incorp. I want to advise the Consumer Financial Protection Bureau of a problem with transfers of mortgages from one service provider to another. I am suffering huge economic harm because XXXX transferred my home mortgage to Seterus effective XXXX XXXX, 2015, but Seterus has no record of my loan number or of my SSN. My property is for sale and I have a buyer for my property, but I can not sell my property b/c Seterus who is now services my loan according to XXXX has no record of my loan. I am afraid that I will lose the sale of my property b/c XXXX has transferred my loan effective XXXX, 2015 to Seterus, but Seterus does not have my loan number or my SSN in their system. I think the CFPB should require that the consumer always has a contact for their loan and that the transfer of a loan can not be completed until the new servicer has all of the information in their system and the consumer 's account is completely set up and tested. This happened to me the last time my loan transferred from XXXX XXXX to XXXX. My loan payments to XXXX were not deposited. Then I received notice from XXXX that I was 60 days late on my mortgage. Eventually XXXX credited my late fees, but I believe they never removed these late payments from my credit score. I expect this is about to happen again. XXXX On or about XXXX XXXX, I received a letter from XXXX stating that my mortgage was being transferred to Seterus effective XXXX XXXX, 2015. On XXXX XXXX, 2015 I phone XXXXXXXXXXXX confirm. An XXXX rep advised me that my mortgage was in fact transferred effective XXXX XXXX, 2015 to Seterus and provided me with the XXXX number to contact Seterus about my loan. Call this number and listen to the script. They admit to having no record of the loan. I called Seterus, but could not speak to a person about my mortgage which is current b/c Seterus has no record of my mortgage either by my XXXX loan number or by my SSN. The recording that played when I first called Seterus is as follows : If you have recently received a welcome package from Seterus and are a recently transferred loan .... To cont press XXXX to enter your loan # press XXXX to enter your SSN. I entered my SSN. I could n't find that ssn ; please enter your ssn I 'm sorry I could n't find that ssn, once again please enter your ssn. If you recently received a welcome package notice that Seterus will be the new servicer of your mortgage loan please press XXXX otherwise please press XXXX. To allow us to better serve you we encourage you to visit our web site At this time we are still receiving information from your prior service provider and are unable to speak to you about any loan details. As soon as we set up your account we will send you a welcome package. We will also try to contact you by phone. We expect this to happen by the XXXX of the month. If you do n't hear from us by then, call back and we should be able to help you then. Once we have received all of the information from your prior servicer we will set up your account. Thanks Then the phone disconnects.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-30

Bel Alton, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-30

Menifee, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-30

Bakersfield, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX ( or XXXX XXXX - not sure ) acquired my mortgage from my lender ( earlier servicer was XXXX ) late last year and I have had nothing but trouble since then, including the continued pursuit of foreclosure after I reached agreement on bringing my payments up to date ( I was late on XXXX payments ). The loan has now been brought current. This month, I made the payment due XXXX XXXX on XXXX XXXX, thru my electronic bill pay at my bank. The funds were debited from my account. Although I made the payment last month in exactly the same way, today, I got notice from my bank XXXX XXXX XXXX XXXX advising that the payment had been rejected by Seterus. I have spoken to Seterus, which claims it has no record of having received the payment. For now, Seterus shows that it has not received payment, but the funds have not been put back in my account ( I can not make the payment until I receive the funds back in my account ). If nothing else, I 've just wasted an hour of my time trying to get this cleared up ( XXXX ). See below : " The following payment was returned to XXXX XXXX. We are in the process of crediting this payment back to your XXXX XXXX payment account. Please allow XXXX5 business days for the payment to be credited if funded by a checking account, or XXXX7 business days if funded by a credit card or line of credit. Payee Name ( Nickname ) : SETERUS Account Number : XXXX Payment Amount : {$1700.00} XXXX XXXX Payment Account : XXXX Payment Send On Date : XXXX/XXXX/2015 If you did not place a stop-payment request on this item, there are several possible reasons for the credit : * Your payee account name, number, or mailing address may be incorrect. * The payment was sent more than 90 days ago, and the payee did not cash the check. ( Checks not cashed within 90 days are automatically credited back to your account. ) * Your account with the payee has been closed. * Your account with the payee has a credit balance. Before scheduling additional payments to this payee, you may want to verify the payee information or contact your payee directly for the specific reason for this returned payment. If you have questions, we are available XXXX days a week. Call XXXX XXXX Online Customer Service at XXXX or sign on XXXX to send a secure email. ''
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-30

Superstition Mtn, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX CEO SETERUS RE : loan Once again I mistakenly contacted customer service at XXXX expecting to be assisted in my issue regarding {$83.00} that should have been credited to my principle account in 2010. Once again third time in 3 months your customer service department ca n't seem to pull it head out of its XXXX and answer a simple question. Once again today i was hung up on and refused to be allowed to speak with a customer service supervisor. Today the first XXXX that ca n't distinguish between call on hold and transfer button to voice mail. XXXX took my information and put me on hold for 17 minutes that was then switched to voice mail and I was disconnected. Typical when i have called over last 3 months. Called back and got connected to XXXX who i asked several times to speak with a supervisor. She refused and i was fed up with this XXXX that ca n't seem to understand I did n't want to talk to another XXXX rep that ca n't understand the customers simple request to deal with a supervisor. I hung up XXXX and called a third time and spoke with XXXX. Of the 3 she at least understood and honored my request to speak with a supervisor. After 6-7 minutes I was able to talk with a supervisor the was a total waste of time. The supervisor kept insisting that her people acted correctly, even though they XXXX dropped the ball first disconnecting me and then refusing the request to speak with a supervisor and not the XXXX. I will not be lectured by anyone including the XXXX supervisor when you XXXX clowns as a matter of habit hang-up and disconnect my calls EVERY TIME i have called in the last 3 months. Your supervisor lame XXXX apologies and lecturing the customer is not acceptable. If the department that deals with this stonewalls me in giving a response I directly hold your XXXX lame XXXX customer service accountable since they are the only contact number I have. Rather than answer a simple question or check with and inform the customer why they are on hold for 17 minutes or your XXXX customer service department try 's to defend its XXXX response and treatment of customers. This is nothing new with this XXXX company every time in the last year with the exception of one time I have been shuffled around, placed on eternal hold and hung up on. This attitude always comes from the leadership top down on how customers are treated. I 'm XXXX sick of your companies XXXX customer service reps. I am looking to refit and get XXXX away from this XXXX mess. The treatment you allow customers to endure is criminal and that is a understatement. Apologies from any XXXX supervisor or CEO XXXX mean nothing. Fix the issue and I also want the principle amount corrected for interest wrongly charged on the missing {$83.00} dollars since 2010. I will forward my complaint to XXXX and any other regulating agency that can slam you company and file charges for your unlawful misdirection of funds and wrongly accrued interest on the amount in question.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-30

Arlington, NY

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-28

Monroe, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-28

Buena Ventura Lakes, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-28

MP

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: ( To preface this may be nothing but it is from Seterus and I do n't trust them. ) Seterus sent a letter on XXXX/XXXX/15 saying there was an escrow deficiency, they discovered this because they FINALLY paid my insurance and property taxes ( which you helped me with ). I could pay {$1000.00} or just have it go on my mortgage as a higher mortgage payment. Old payment XXXX for P and I and Escrow XXXX new payment P and I XXXX Escrow XXXX and escrow shortage is XXXX with a new payment of XXXX. Not sure why the escrow went up almost {$20.00} and also a new payment of {$17.00} added on. I have read that they mess around with the escrow to rip people off. Total insurance and Prop taxes are XXXX. If they did n't get a payment from me in 30 days for the full payment they would assume I wanted it added to the mortgage payments. Address to send it to was Seterus XXXX. XXXX XXXX XXXX, CA XXXX. Today XXXX/XXXX/2015 I got a letter from them saying We recently sent you a shortage of Deficiency Payment coupon with an incorrect payment address. If you already sent your payment to the incorrect address, it will be returned to you. Please resend it to Seterus, Inc., XXXX XXXX XXXX : XXXX XXXX, CA XXXX immediately. To accommodate this, we have extended the due date to be 60 days from the original letter date with no late fee. Number they give is XXXX. The letter was sent from XXXX XXXX, XXXX. They have a physical address in XXXX Oregon, Payments to be sent to the address I gave you and Correspondence to XXXX XXXX XXXX XXXX XXXX. The whole thing seems very suspect. I wrote them a letter enclosing all of my correspondence with them and told them I was contacting your organization because they have been so slimy in the past. Thanks, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-27

Alpharetta, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-27

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I 've had the unfortunate experience of dealing with this company for the past few years and the past few months have been a true nightmare and it does not seem to me that what they are doing are ethical or even legal. I 've tried to escalate my issue and the representatives on the phone consistently refuse to allow me to speak to a supervisor. I believe they should be sanctioned. It all started with a loan I received from my State, Florida from the Hardest Hit Fund. This loan is from the funds from the program in states that were most effected by the Housing meltdown and the program is designed to help home owners who are underwater with their mortgage who have been current on their mortgage payments for the last 24 months. I received a {$50000.00} loan from the State to be used toward my principal and it went directly to the mortgage company, Seterus. Funds were received on XXXX/XXXX/15 and Seterus placed the funds in a " suspense '' account. When I received my statement from Seterus and I saw that the funds were not used toward my principal, I called Seterus and the representative informed me that the funds were received and has not been processed but to rest assure that funds were going to be applied toward my principal and not to worry as I also informed them that I intended to send additional fund toward my principal. Days later, I received a XXXX package from Seterus with a letter indicating that I was over 30 days late in my mortgage payment and that I needed to go through a loan modification. I called Seterus right away to find out what was going on. At first the representative was trying to tell me that I am behind on my payments and needed to complete a loan modification packet then the representative eventually agreed that I was not late and that they are working on processing my funds from the State. For the past couple years, I 've had automatic payment ( ACH ) setup with Seterus for my monthly mortgage payment and I noticed that the money was not taken for the month of XX/XX/XXXX. When I called, the representative then they told me that the ACH has been turned off. The representative also told me that my XX/XX/XXXX payment was not received, after much review, the representative concluded that the payment was taken from my bank account and was place in the " suspense '' account along with the {$50000.00} however my mortgage account was showing as past due because these funds are in a suspense account. I had to make my XX/XX/XXXX mortgage payment over the phone with the representative because Seterus turned off my ACH and the rep also wanted to charge me for processing the payment over phone despite the fact that Seterus decided to turn off the ACH without any notice. At this point the rep informed me that I had to sign a " recap '' letter from Seterus so that they can process the {$50000.00}. The rep could not tell me when I would receive such letter and she added that I needed to continue to make my mortgage payments or I would be in jeopardy of losing the {$50000.00} that I received from the State and that late payment would be reported to the credit bureau. Rep stated that because my mortgage payment is current at this point, it would not negatively affect my credit. A few days after making my XX/XX/XXXX payment over the phone with the rep plus an additional payment of {$500.00} toward my principal, I checked my Seterus account, I saw that the XX/XX/XXXX payment was also placed in the " suspense '' account and my account was showing as late. Once again, I called Seterus, the rep informed me that because there is so much money in the " suspense '' account my mrotgage payments will not be processed and that until the " recap '' letter is signed, Seterus will not process the funds. Representative could not tell me when Seterus would send this letter. I 've check my credit report and Seterus has reported me as being 2 months behind.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-27

Plattekill, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-23

Spencer, MA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response