Seterus, Inc.

2015-04-17

Brownstown, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-17

Akron, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage company XXXX charged me for this month. Was told I would have to wait over 30 days to refund my money. Was told due to a system upgrade. This payment came out of my checking account as a direct payment. leaves me with XXXX left for the rest of the month. I have other bills direct debit that will be returned plus XXXX fees on top of it I will get plus late fees.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-17

Laguna Beach, CA

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-16

De Soto, IA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-16

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-16

Hicksville, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-15

Woodland, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to get a loan modification from Seterus and they have done nothing but give me the runaround. There have been outright lies and deception on Seterus ' part and I feel CFPB should be made aware of their deceptive, unfair, abusive and misleading mortgage servicing practices.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-14

Las Vegas, NV

Credit decision / Underwriting

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-14

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-14

Deerfield Beach, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-14

Elkridge, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-14

Northwood, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-13

Azalea Park, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-13

Bel Alton, MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-13

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a home mortgage. It is owned by XXXX. XXXX hired Seterus Inc. to service the loan. Seterus is mismanaging my loan. We tried to adjust the escrow in order to pay off a deficiency in it sooner than Seterus wanted. Seterus took the adjustment, and then declared us ( my wife and I ) in default for {$5000.00}, and threatened to foreclose. We have never missed a payment since the loan was made in 1996. I tried to explain to them what was happening, and I refused to pay the {$5000.00}. I wrote to them that they were mistaken, and we were not in default of our loan. They then demanded payment of {$400.00} and again threatened to foreclose. We remain current on our mortgage and we are not in default. All we tried to do was to prepay a mortgage escrow shortage sooner then Seterus had said. We checked the Internet and found XXXX of complaints about similar conduct by Seterus made by others. This company needs to be reined in. They are out of control. XXXX XXXX, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-10

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, 2015 : I had not received a monthly statement from Seterus. *I called to find out-XXXX at Seterus from the toll free contact number and she explained to me that their computer program had changed internally. For the past several years I have been paying extra each month with the overage going to principle only. These payments are made electronically. XXXX 2015 this all changed. XXXX XXXX, 2015 : I called again and talked with XXXX and she re-stated the same problem as on the last phone call. XXXX XXXX, 2015 : I called again and talked with XXXX and he once again stated they were having computer programing issues. XXXX XXXX : I still have not received a XXXX statement. XXXX XXXX again stated they were not able to provide a XXXX 2015. I told her that I was ready to make my XXXX 2015 and wanted the extra amount over the regular payment to be applied to principal only. XXXX XXXX, 2015 : I checked my account on line and saw that the XXXX payment was received and the extra funds were not applied to my principal. I called and XXXX said she would look into the problem I have been having and called me back on XXXX XXXX. That did not happen. XXXX XXXX, 2015 : I spoke with XXXX XXXX at Seterus and was given the same story from all the previous calls. Each time I requested to speak with a supervisor and was told none were available.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-10

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I was told by the primary party in this matter to submit papers for a Deed in Lieu and obtain a payoff from a XXXX source. Everything was done as asked, all papers submitted along with the payoff information, before the end of XXXX 2014. I initiated contact because I had not heard from the primary company. I have talked to at least XXXX different people each time I 've called who all gave me different information ( additional papers that had not been received and needed to be faxed in ). I was finally told the XXXX week of XXXX, after communicating with the other representatives, that I would need to re-submit all papers again because the ones I submitted had expired. How do they expire when they have them setting who knows because no one seem to know what 's going on. I was even told by XXXX of the representatives that all of the documents had been received, and I asked what I needed to do next or what would happen next. He could only give me the name of the person in charge of the department and told me to call back XXXX to see what might be going on. I resubmitted the packet again ( XXXX pages of XXXX ) numbered.After submitting the papers by fax as asked, and calling XXXX days later at their request to confirm that the packet had been received, I was once again told that they did n't receive XXXX of the papers. I numbered each page and the page that they claimed they did not receive was page XXXX of XXXX. I was also told to call the second party again and get a payoff amount and have them fax that to them. After talking to the representative of the XXXX party, she confirmed that she faxed the information to the XXXX party back on XXXX XXXX, 2014 as I had asked her to do via the XXXX party 's request. I seem to keep getting the run around and can never talked to XXXX person who maybe able to keep up with what 's really happening with my account. The representatives of the XXXX party are rude and it seems impossible for me to get this matter taken care of and closed. XXXX. I 'm to my wits end and need some intervention, please.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-09

York, ME

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-08

Bloomfield, NJ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Brooklyn, NY

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Carmichael, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I initiated my request for a loan modification with Seterus on XXXX/XXXX/XXXX. In order to get movement on my modification, I had to to reach out to my investor, XXXX, directly in XXXX/XXXX/XXXX. Seterus offered me a Trial Period Plan on XXXX/XXXX/XXXX which required that I make {$890.00} payments on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. All these payments were made as agreed. To date, I have not received my permanent modification documents. I talked to a Seterus customer service representative, XXXX XXXX, on XXXX/XXXX/XXXX. XXXX said that modification papers were being drawn. The documents had not arrived by XXXX XXXX, so I called Seterus and talked to XXXX on XXXX/XXXX/XXXX who said that the documents were being generated. To date, no modification documents have been delivered to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Our Mortgage loan originated with XXXX in XXXX, then was later sold to Seterus in XXXX. In XXXX, my husband became active duty military, so we proceeded to ask for a rate reduction due to SCRA Act. At first, they denied my request stating that my husband was not on the Note. However, once I told them he was on all the collateral documentation, they complied by reducing our rate from XXXX to XXXX. I provided his military contract, which does not expire until XXXX, XXXX. I have always made my payments on time, never being charged a late fee. My husband has since been sent to XXXX, for the remainder of his contract, which we decided it would be best for me to live in our home and work in Florida until his contract ends. On XXXX XXXX, XXXX, I changed my mailing address on my Seterus statements to the property address. When I received my XXXX XXXX, XXXX billing notice, I realized that they increased my rate back to XXXX, even though we still are under the SCRA Act, AND made an interest adjustment to my account in the amount of {$2200.00}. I called Seterus to inquire about the change as I was not provided an Interest Rate Change Disclosure. The representative said she would call me back, and four days later I had not heard anything from them. I checked online several times and verified that my rate was still 7.125 %. I called again on a Friday, and spoke with a different representative who said that she could see where they modified my rate and that no notification was given. She called me back to say that they would be reducing my rate to 6.00 %, again but anytime my husband left the country or came back, they needed a copy of his orders? In the meantime, we were refinancing with another company, and closed on XXXX XXXX, XXXX. During our refi, the credit bureau had to call Seterus, due to them not reporting my payments to a bureau since XXXX. Again, I have NEVER had a late payment. Today, on XXXX XXXX, I received a call from the title company handling my closing stating that Seterus had REJECTED my payoff, and sent a NEW payoff was sent with another figure that was approx. XXXX more. My title Company also told me that they spoke with XXXX at Seterus, XXXX XXXX, she stated that my husband was deployed and these additional funds had to do with a payment reduction of some sort due to his military service and him being XXXX insinuating we were not making payments. I actually pay almost XXXX additional a month, XXXX my husband WAS NOT deployed. I then called this XXXX to find out what she was talking about, due to her previous statement being completely false. She tried to tell me that we had to pay due to our rate reduction. I explained that the funds that they lost due to our rate being 6 % were forgiven. She said no, that they needed to be sent to FHA? I told her that I was going to XXXX and file a complaint against Seterus, she then told me she did n't know anything about SCRA and that she would call me back. She did call back to say that the new payoff was to include monies being held in suspense? I can see on my XXXX statement that my payment was posted, and that they did charge an interest adjustment ( increase ) in the amount of XXXX. I have not received anything from them explaining this adjustment, or if it was even reversed. I do n't even know what date my loan began accruing the XXXX rate again. Now I have a huge problem, as my refi has closed and Seterus is stating that the previous payoff they provided my title company was in error and I owe over XXXX more but keep receiving false statements as to what it is for. I believe it has to do with my rate being erroneously increased and my interest adjusted. They have made so many mistakes, that I do n't trust them. I have XXXX XXXX mortgages at this point. They need to fix their mistakes, and I need help finding the truth.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Syringa, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received a phone call from Seterus mortgage/debt collection company inquiring about my monthly mortgage payment. The payment was not made on the XXXX but instead on the day they called which was the XXXX. I inquired as to why they were calling within the 15 day grace period and that I have never missed or been late on a mortgage payment. They said they will call until they receive the payment unless it is made on the XXXX irregardless if the payment is made within the grace period.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-07

Venus, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-07

Fort Washington, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response