Seterus, Inc.

2018-05-04

Hoard, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-05-02

Kings Ferry, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Coconut Creek, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-01

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-01

Baldwin Hills, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-30

Covington, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-04-29

Winton, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, I am writing this complaint in regards to my mortgage company ( Seterus ). I purchased my home originally in XX/XX/XXXX for approximately XXXX in the City of XXXX California. My original lender at the time was XXXX XXXX and at some point it transferred to XXXX XXXX XXXX and now it is ultimately XXXX. In XX/XX/XXXX I faced some financial difficulty and filed Chapter XXXX Bankruptcy. I successfully completed my bankruptcy and received my final decree. I started paying Seterus directly through their automated phone system in XX/XX/XXXX and have not missed a payment since that date. I reached out to Seterus on at least three separate occasions because I still have never received any statements from them nor was I allowed access to view my account via internet. Each time I spoke with them they told me my bankruptcy was under some final review and it would take a few days for them to finally grant me access to their website and begin receiving statements from them. Recently ( XX/XX/XXXX ) I noticed somebody taking pictures of my Home and when I approached the subject he informed me my home was headed for foreclosure. I again called them and they advised me they would look into the matter to get my records current. Today ( XX/XX/XXXX ) I received a call from a Seterus representative and they told me I was approximately {$5000.00} behind on my mortgage. This is surprising to me because I have not missed a payment. So I guess what Im asking is what can I do as a home buyer. My monthly mortgage is {$2300.00} and I have proof all my payments are current. Their highly unpleasant representatives only tell me they will start foreclosing if I do not become current. Any recommendations as to who I should contact? My apologies if this is not your specialty and you took the time to read this. Thank you for your time,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

Occoquan, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/2017, I have sent in my normal monthly mortgage payments on time with an additional {$5000.00} or {$10000.00} to reduce my outstanding principal. Seterus has used the additional money, specifically identified as additional principal, for the next month 's monthly payment. After complaining Seterus made the corrections. The next month I sent an additional {$5000.00} for reduce the outstanding principal in additional to the regular monthly payment Seterus than used the regularly monthly payment and the additional payment to reduce the outstanding principal. Seterus then reported that I was late in paying my monthly mortgage payment and charged me a late payment of about {$84.00}. Why does a mortgage company do this even after reporting and complaining about the poor service and incorrect payment accounting. Seterus even had the gall to report that I had to enroll in a special program in order that any additional funds sent to reduce the outstanding principal. I asked where on the contract was this stipulated and why is this not done in writing. Seterus even sent me a threatening letter that my credit report would be affected from my late payment. Seterus as a mortgage company is terrible, poorly managed, tries to take advantage of the customers, threatens you with credit reporting when not correct, and is not responsive to corrections.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-26

Atlanta, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-26

Brentwood, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-25

Succasunna, NJ

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2018-04-25

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-25

Allendale, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-24

Brentwood, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-24

N Evans, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-24

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: HERE IS EMAIL SENT TO SETERUS CEO XXXX ; XXXX XXXX -I have tried for the last six weeks to pay off my mortgage but keep having checks sent back to me and wrong amounts and a XXXX XXXX XXXX telling me to call whomever y=the XXXX I want to call? I have had a Equity Accelerator program and did not know that the last payment had to be made in certified funds as I am not XXXX and would appreciate a courtesy call before I take legal action and write about this in over twenty publications across the country? Your company has returned two checks from XXXX XXXX and have messed up my credit and charged late fees which I believe should not be charged as I have tried to resolve this for the past six weeks??? My cell is XXXX and would appreciate a courtesy call? Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-04-23

Chattanooga, TN

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-23

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I wanted to start with a little background. We filed Chapter XXXX BK in XX/XX/XXXX. Since that point we have not received any mortgage statements from the Mortgage servicer Seterus Inc. Seterus removed our access online to any payment history or payment information. The only way we have access to any information is by calling seterus automated system. We attempted to speak with their bankruptcy department, but they would only say we can not speak with you as you have an attorney. My attorney submitted authorization several times, but Seterus never seemed to receive. We were stuck with their automated system. Fast forward to XX/XX/XXXX. We had fallen behind on what I thought was 2 payments, that ended up being 5 payments. We only found out after the attorney for Seterus filed paperwork with the BK courts to tell us either pay the total amounts due, agree to a payment plan, or allow them to foreclose. We agreed just to pay the total due to bring our loan current. On XX/XX/XXXX we paid {$8600.00} that brought our loan current through XXXX and paid all the post-petition arrears. On XX/XX/XXXX I called to make the XX/XX/XXXX payment due, but the automated system said we were still due for XX/XX/XXXX. I contacted my attorney who contacted Seterus attorney. He said it takes a bit for Seterus system to update, but we were good and only due for XX/XX/XXXX. I called everyday from XX/XX/XXXX through XX/XX/XXXX, and they still had us due for XXXX. I did not want to make another payment and confuse the issue, so I waited. On XX/XX/XXXX I made the XX/XX/XXXX payment, and continued to call and contact attorneys. Seterus attorney kept saying it takes time for their system to update, they have your payment. Then on XX/XX/XXXX, I called to make the XX/XX/XXXX payment, their voice system now updated but showed us due for XXXX. Again I contacted attorneys and they stated the account was due for XX/XX/XXXX. I kept calling the voice response system but it still told me we were due for XXXX. Frustrated, I went ahead and made the XXXX payment on XX/XX/XXXX. Then continued to call the Voice system to see if it was applied to our account. The voice system still said we were due for XXXX even though we paid XXXX. We decided to ask for a payment history to try and figure out what was wrong. I submitted the request through my attorney and he sent to Seterus attorney. We have yet to receive a payment history. On XX/XX/XXXX I called to make the XXXX payment and they still had us due for XXXX. I paid XXXX but called back to the Bankruptcy department to try to see if they would speak to us to try and figure out what was happening with our payments. I was finally able to speak with an agent XXXX, and he found the authorization that no one else seemed to be able to find. He explained that there was an attorney fee paid on XX/XX/XXXX that they took funds from the XXXX payment and paid. There was not enough for the fee and the payment, so the remaining funds were in a suspense account, and we needed to pay an additional XXXX to make the XXXX payment. I told him there should not be any fees we paid all fees and payments due back in XXXX per the agreement. He said everyone that could handle it was out of the office to call back at the earliest Tuesday afternoon. I called back on Wednesday XX/XX/XXXX. I spoke with XXXX XXXX. He told me that they did not have the agreement ( from XXXX ) and asked that I send it to them. I explained their attorney filed it with the BK court so they should have a record of it. He placed me on hold and found the agreement. He said he reviewed the account and sees the errors but could not fix them. I was required to send in a request in writing. Now I sent them a letter, but their track record finding any documents without repeated requests, is not good. I am filing a complaint with CFPB, so that my account will be corrected, and maybe it will help others in the same situation with this servicer. I do not want to end up in the situation we were in in XXXX. They are charging me fees and not applying payments properly. I have spent the last 5 months trying to get this taken care of. I have attached the agreement which shows the total amount due including the fees, copies of the payments made and the letter sent to Seterus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-04-20

MA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In 2016 the borrower passed away I called them told them I was on XXXX and he had passed away and left me some life insurance they said I had to wait a year and after the year they said they don't refinance .... They also denied modifications I applied for now I had to sell my home of 15 years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-19

Oxford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-16

Fayetteville, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Philadelphia, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The home where I now live became mine when my mother and sister passed away and I completed the probate process for their Estate. I started working with a housing counselor and the mortgage company, XXXX XXXX, because the mortgage had gotten behind due to their death in XX/XX/XXXX and I have every intention of straightening out that problem and making mortgage payments once the mortgage company will accept payments from me again. I was approved for a Trial Payment Plan in XX/XX/XXXX and started making TPP payments XX/XX/XXXX, XX/XX/XXXX andXX/XX/XXXX. I expected to receive a permanent loan modification after the completion of that 3 month trial, but instead I was told to make a 4th TPP, which I did in XX/XX/XXXX. XXXX sent me an Assumption application packet, which I completed and returned. When I hadnt received the permanent modification offer by XX/XX/XXXX, I made another payment over the phone, but when I called to confirm it had been received, I was told by the representative that he had checked with his supervisor and that my payment had not been applied because the modification offer had been rejected. I was shocked. A few days later, I received notification that there had been some problem with the notarization of the Assumption application packet and XXXX requested I complete a new one. I did that and returned it by overnight mail on XX/XX/XXXXand they rejected it again for a different reason. We went back and forth for weeks. Finally, I completed the assumption packet for the final time and sent it by regular mail ( because I had already spent so much money on overnight mail and notarizing ) onXX/XX/XXXX. XXXX received it on XX/XX/XXXX. I waited to hear about when I could send them the payments for the prior 2 months that they had not accepted when my housing counselor got an email from XXXX attorney saying that the mortgage was being transferred to XXXX ( which was a mistake- it actually was transferring to Seterus ) on XX/XX/XXXX. I didnt get any prior notification of the transfer, and eventually received a Goodbye letter from XXXX. But nothing I had worked on for the previous 6 months mattered to Seterus! My file had already been closed and my assumption application cancelled since nothing was in place when the service transfer happened. Now Seterus is asking me to start over and reapply for loss mitigation. I am beyond frustrated. I never got a denial letter, and the reasons delivered by email from the lenders lawyers contradict each other. One email says that I was rejected because I had not made XX/XX/XXXXpayment- the FIFTH trial mod payment. One email says the problems with the assumption packet were why I was rejected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-12

Westminster, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-11

Albuquerque, NM

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-10

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response