Seterus, Inc.

2015-04-07

Garrett Park, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-07

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Good evening. My Fiance and I have been mortgage holder to a loan being services by Seterus , inc . Through the course their servicing the loan we have experienced instances where there were over payments to the account through payments into escrow, when we inquired about an analysis of the file, Seterus would either stall or not call us back. We were on a plan to refinance our mortgage, one month there was an oversight and the payment was not made on the due date. When we logged into the system to make the months payment we realized it and made the double payment. Seterus did not contact us by call or email to let us know that the payment was not received. When we pressed on about the amortization of the loan, they sent us a check for XXXX with no letter explaining why there was so much money in the account. Our position is that seterus prays on the loan holders and works it so that refinancing is not possible due to the late payments, this is predatory and a unfair practice. If there is an overage, why did they report us to the credit bureaus. We filed a complaint with the better business bureau and the Florida State attorney. Please help us.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-06

Las Vegas, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-06

Astoria, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-06

Charlotte, NC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-06

Cutler Bay, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-03

South Lyon, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-03

Rocklin, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-02

Hempstead, NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-01

New Albany, IN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-01

Dania, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-01

Stuart, FL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-31

Wonder Lake, IL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I applied for a Loan Modification on : XX/XX/XXXX to Seterus, with the help of XXXX XXXX, a complete financial package was sent to be considered for a HAMP ( Home Affordable Loan Modification ). However to start with, Lender informed that this account was " locked '' by a Law Firm, which I never authorized. The " lock '' was removed and with the help of XXXX we were able to send the Financial Package again on : XX/XX/XXXX. On XX/XX/XXXX, Lender offered me an internal TPP, however this was not a TPP HAMP, and the terms were very confused. I decided not to accept the offer and applied again specifying that I would like to be considered for a Home XXXX Loan Modification. On XX/XX/XXXX another Financial Package was sent specifying my desire to be reviewed for a HAMP. On XX/XX/XXXX Lender informed me that my package was incomplete and some documents were missing, those were sent and another offer was sent to me, with the same " confusing '' terms, meaning they were only extending my maturity date XXXX more years and did not lower my interest. However due to the fact that Lender already sent me to foreclosure, I accepted the terms and my final documents were received this Monday XX/XX/XXXX. Up to this point, Seterus has been unable to explain me why I was never considered for a HAMP and why they did not lower my interest rate.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-31

Thompsons Station, TN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My husband and I came out of Chapter XXXX two years ago. Seterus is the XXXX mortgage on our home and they never took us out of BK status, in spite our numerous attempts throughout these past XXXX years. Every time we call they tell us exactly the same : It shows here that you are represented by an atty. and we ca n't speak with you. We sent them discharges, letters stating that we are no longer on BK or represented by an atty, etc etc. They take our info, never call us back, and when we call back nothing was done. For the past two years they have not sent us statements, they do n't allow us to pay online or even see our acct on line, we do n't know what payment we are making or if we are up to date or behind. We have asked insistently to allow us to get online so that we can put them on autopay but they state " we ca n't because the acct is on BK ''. We are finally now in a position to refinance and go from XXXX mortgages that amount over {$1800.00} a month with very high interest rates to XXXX that would leave us with only XXXX payment of about {$1300.00}. We have been asking Seterus for a payoff for the last XXXX weeks and they are not sending it to us. Every time we call they state something different, but the theme is that we are represented by an atty. and they ca n't give us a payoff. The worst part now is that since they have not communicated with us or sent us statements they state we are 4 months behind on our payments which means that we wont be able to refi since the lender, of course, wants to see 12 months of no late payments. All of our accts are on auto pay and up to date except for that XXXX and that is because they wo n't allow us to do that. My husband is XXXXemployed and he got hurt at work, XXXX and he is XXXX years old. He has been unable to work for the past 6 weeks which is starting to put us behind. We are completely ready to refinance except for the Seterus acct. We would appreciate any help as we are unable to retain an attorney at this time but we considered this being unacceptable and abusive. Thank you!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-31

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: We received the Hamp modificatoin with Citimortgage but Citi never report the Hamp to the XXXX and I try hard to get this process done, so I can apply for the XXXX for my second loan which is XXXX XXXX, they have us in Default. Nevertheless XXXX transfer my loan to Seterus and they are not putting the XXXX mod. in the XXXX. This problem is going on for over 1 year and nothing is being done.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-30

Doral, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-30

Beldenville, WI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-30

MN

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I sold my townhouse at XXXX WI. It was suppose to close on XXXX XXXX, 2015. The closing Company requested a payoff on Tuesday XXXX/XXXX/2015. I requested the payoff on XXXX/XXXX/2015. I have called and the closing company ( XXXX XXXX, XXXX WI. ) has faxed and requested the payoff daily. I was promised it daily especially last Friday XXXX/XXXX/2015. I have still not received it. I can not pay off anything and they are charging me interest daily besides causing lots of problems. My husband an attorney called and they said they could not give him the payoff with the account number and my social security number. They refused to talk to him. The company is Seterus Mortgage. Loan # XXXX tele # XXXXXXXXThank you, XXXX XXXX ( XXXX ) XXXXXXXXOr you can contact XXXX XXXX WI. ( XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-28

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Please know I greatly appreciate your assistance with this matter. This complaint is a follow up to my previous case you had been assisting me with, case # XXXX. After more then 3 years trying to obtain a resolution, I deem your assistance was key in getting the bank to move forward with our modification. In XX/XX/XXXX, they finally approved the trial loan modification.Therefore, I did not pursue it further or dispute the complaint, as I assumed it was resolved. I completed all the documents they requested and agreed to assume the loan. I started making my XXXX of XXXX trial payments in XX/XX/XXXX. They were supposed to complete my final modification in XX/XX/XXXX. In XXXX, they told me that the final loan modification documents had been issued incorrectly and had to be redone, on account it is also an assumption, which they knew from the onset! I have now made XXXX payments and still have not been provided the final documents. The last times I have called, I 've had to speak with customer service reps. that have no idea what 's going on. They just try to read the notes stated on the computer and even their interpretation has been evasive. They stated they would have the processor update the file and contact me, but that 's never happened. After persisting 2 days ago to determine whom should be the contact person handling my file, their processor XXXX XXXX, had customer service inform me XXXX XXXX and XXXX XXXX were handling the assumption. Nevertheless, they would not transfer my call to them. Instead they said they were emailing both, to advise them to contact me and update the file. This has not been done either. I am getting very concerned at this point. I have complied with all their requests and completed XXXX trial payments on a timely basis. I have already scheduled the XXXX payment for Monday, XXXX XXXX. There should be no reason for them to not finalize this modification. I 've had to spend over {$20000.00} in repairs to the home, due to storm damage their force placed insurance would not cover. I do not want to lose my home. I would greatly appreciate your assistance in getting this completed. You have all the information for the bank, Seterus. The details of what has transpired and all supporting documents are in your system under the XXXX # listed above. I did not find a way to respond to status there. For this reason, I 'm initiating a new complaint. If you need me to send everything again, please let me know? Thank you very much for your time and assistance, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-28

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received notice from mortgage company ( Seterus , Inc . ) advising a late charge fee of {$90.00} was assessed on my account for XXXX 2015 payment. However payment was paid online within time constraints and was not late. I called customer service and was advised to submit in writing request to reverse late fee. I sent by fax and mail on XXXX XXXX, 2015. On XXXX/XXXX/15 I received a letter from Seterus XXXX XXXX advising late fee assessed to my loan on XXXX XXXX, 2015 has been waived. On the statement dated XXXX/XXXX/15 the late charge of {$90.00} was billed and listed under the " activity since last statement. '' The following XXXX statements dated XXXX/XXXX/15 and XXXX/XXXX/15 does NOT reflect the late charge being reversed on my loan. Today I contacted Seterus, Inc customer service and spoke with XXXX XXXX and she consulted with her supervisor XXXX XXXX XXXX and they advised that the charges have been reversed as stated in their letter dated XXXX/XXXX/15. I requested proof that the fee had been reversed because it is not reflected on my account statements. I said if the late fee is charged to my account then the late fee should be listed/record as being credited back into my account under the " activity since last statement '' just like the fee charged on my account statement dtd XXXX/XXXX/15. She advised my letter was the proof. I said that there should be an accounting trail for the fee charged and credited. I filed a verbal complaint because proof of credit for late fee has not been provided and I believe the amount was only added to my loan total ( complaint will take up to 30 days for response. ) She also said she would send payment history and mail to me with XXXX business days.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-27

Las Vegas, NV

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-27

Cumberland, RI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-27

Ashville, OH

Settlement process and costs

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-27

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: The collection agency ( Seterus ), failed to advise me that my mortgage statement would be mailed to me late ( XX/XX/XXXX ). The mortgage payment is due XX/XX/XXXX. Late payment date is XX/XX/XXXX. I called Seterus XX/XX/XXXX, to verify that they sent my mortgage statement to my address. According to the representive for Seterus ( XXXX XXXX ), Seterus discovered incorrect data on customers mortgage statements and that mailing would be delayed. I asked XXXX XXXX why Seterus did not advise it 's clients about this problem to avoid late fee 's and damage to credit scores. XXXX XXXX told me that Seterus is not responsible in advising clients of this issue. I than filed a complaint with Seterus on this issue and I asked to talk to a supervisor. The supervisor I talk to was, XXXX XXXX for Seterus. According to XXXX XXXX, " Seterus is not required to send mortgage statements to it 's clients. If the client has an account set up, the client can access account on-line and find out what thier payment is. " According to the Dodd-Frank Act, XX/XX/XXXX ; The new rules are designed to protect consumers by : providing borrowers with better information about their mortgage loans providing borrowers with assistance if they are having difficulty making mortgage payments, and protecting borrowers from wrongful actions by mortgage servicers. The new rules require mortgage services to : Send Periodic Billing Statements. The mortgage servicer must provide a written monthly mortgage statement to the borrower. -The statement must show : the amount currently due ( including how much will be applied to principal, interest, and escrow ). -The total of all payments received since the last statement-How prior payments were applied-Transaction activity-Partial payment information-Fees or other charges to the account-Account information ( such as the outstanding balance and interest rate ) -Contact information for the servicer and housing counselors, andinformation regarding delinquencies ( if you 're behind on payments ).
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-27

Hope Mills, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response