Seterus, Inc.

Consumer Complaints

There are over 4489 complaints on file for Seterus, Inc.. Dated between 2019-02-19 and 2012-03-23.

Complaints Page 14

2018-03-19

Mission, TX

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

2018-03-16

Manhattan, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: On XX/XX/XXXX I spoke to a few representatives from Seterus, Inc. about a mortgage they claim they service and manage for XXXX XXXX and they claimed that they mailed a Flex - no documentation - loan modification documentation as a service on behalf of their customer XXXX XXXX my partners Attorney XXXX XXXX on or about XX/XX/XXXX. They just forwarded me a copy of what they claimed they mailed, but when checked with that attorney he told me that he never ever received this Flex loan modification offer. Seterus, Inc./ XXXX XXXX declined to honor this offer by now and after multiple attempts talking to their managers asking them to revive and honor the offer they kept on telling me the same thing, that there is no way to bring back this or any other similar offerS. eterus, Inc./XXXX XXXX clearly is NOT acting in good faith, there is no prejudice to them, as they claim this loan is in arrears from XX/XX/XXXX and those additional few months more moths from last XX/XX/XXXX ( which is when the modification was about to start ) is not going to make it or break it. I suspect that they were required by regulators to just offer this offer, so they just played games and never ever mailed it and just pretended that they mailed it, this way they have the cookie and eat it to, its well known in the banking industry that this is what did and this how they dealt in the past 15 years as its cheaper for them to pay the fine if and when they are caught. his is not the first time they played this games, they played games about a year ago when the servicing of this loan was transferred from XXXX to Seterus, Inc, while I submitted all documents for a short payoff for this loan and they even had someone come down to the house to do an appraisal then all of a sudden I found out they the servicing of this loan was transferred and the new services does not have any of the documents submitted to the previous servicer, XXXX. Besides the this fact, I have logs of countless and rude phone calls with their reps, including many times of not returning calls when left messages or contradicting information from different reps. They also having this one sided unfair and decptive policy of not allowing the consumer recording phone calls with them, while the 're recording all their phone calls and not even giving the option for the consumer to talk to them on a unrecorded line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-15

Clayton, MO

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: This is my second complaint to the CFPB as Seterus did not address any of my concerns or correct any of the problems in their response. Instead they were self serving in their response and attitude and are now retaliating, attempting to harass and punish me for filing the first complaint ( see attached foreclosure letter ). My loan was transferred to Seterus to cover up previous servicing errors from the previous servicers XXXX XXXX who went out of business for their mistakes to millions of customers and then XXXX XXXX who much later admitted they made the error in sending my loan to Seterus in a payment due status but eventually sent me a check for less than what they owed me. I filed bankruptcy due to multiple XXXX in my family and loss of job. One of the XXXXXXXX being my XXXX who originally owned this loan. This was a loan that originated in XXXX at {$52000.00} and is now around {$58000.00} after 17 years? Seterus is attempting to libel and slander. I have no reason to be ashamed of death for that is something only XXXX has control over. Seterus does not appear to want to correct their mistakes and they are OK with what has occurred. They have not corrected the mistakes and are attempting to put the burdeon on me. Seterus did not address why it took from XX/XX/XXXX to XX/XX/XXXX to discuss my loan with me and are now trying to foreclose. Letters and phone calls were ignored even by managers. I got the first phone call this year from Seterus today XXXX XXXX. XXXX XXXX called. XXXX XXXX claimed to not know anything about the CFPB complaint and did not discuss same with me. XXXX XXXX was very rude even though the conversation was very brief. XXXX XXXX did not bother to discuss the problem or issues addressed in my complaint and scolded me for mispronouncing her name as I heard it. There is no reason to be rude and treat customers the way Seterus does. If they did not have customers they would not receive pay checks. Im being told to go back to the individuals who have failed me already and will continue to fail me as evidenced by XXXX XXXX call. Why cant Seterus have people that want to truly help call the customer to help as opposed to hoping for the luck of the draw when a customer calls Seterus? Ive done the hard part pointing out the problem, but I refuse to be punished for that. If I have to call Seterus to get service and they are not willing to provide that service how is that fair to me the customer? WHAT HAS HAPPENED TO MORTGAGE REFORM? WHERE DID IT GO? WHAT ABOUT FAIRNESS TO CUSTOMERS? How is it fair that I complain about bad treatment only to be punished more and harassed on top of it? Who is leading this company? How do I stay out of foreclosure? When foreclosure is a threat continually held over my head with Seterus not providing appropriate servicing methods for customers? It should not have taken 3-4 months for me to convince Seterus they were making mistakes. I did everything I was told to do and things were not done as promised to me. Seterus took my money {$2300.00} but did not do as promised bringing my loan current with a payment plan. Seterus is doing everything they can to keep my loan in a foreclosure status? And yes, it is being vindictive and retaliatory when you dont correct the problem and continue to threaten with foreclosure dangling a carrot in a customers face like youre an animal and not human because of Seterus mistakes. I received the attached letter ( undated of course ) XX/XX/XXXX but no response to right this situation. This situation started with my trying to get service to bring my loan current. I have met with nothing but resistance ever since. Seterus is not taking responsibility for the mistakes they have made? I still have not receivied an accounting or payment history as requested XX/XX/XXXX. I do not know the true status of my loan and the letter does not reflect my recent payment XX/XX/XXXX of XXXX, but I am receiving threatening notices of foreclosure, Seterus call center employees are not consistent you can not reach individuals willing to help and there is no guarantee you will get some one willing to help. Seterus has no respect for the CFPB, customers, or the law. These are all servicing errors that Seterus needs to address, while spending time with libel, slander, vindictiveness and retaliation. I did what I was told I sent them my {$2300.00} and Seterus has not acknowledged any of what was promised and is occurring here?
Company Response: Closed with explanation

Timely Response

2018-03-15

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: I am seeking your help to resolve my problem with Seterus Inc before my home goes into foreclosure. In XX/XX/2018, I made my mortgage payment of {$1100.00}. Unfortunately, my account was {$11.00} short and my mortgage payment was returned to Seterus for insufficient funds. I have made deposits into our XXXX XXXX account, to cover my mortgage payment of {$1100.00}. Seterus Inc has been refusing my payment via online and insisting that I must go to a XXXX XXXX or mail my payment via money order. In order for me to accommodate this payment method, I would need to take a day off from work, or go into work late which will cause me a penalty on my job. When I inquired to Seterus Inc. why are they refusing my on-line payment, I was told that I had four returned payments for insufficient funds in the past year. This is absolutely untrue. Seterus Inc. is forcing me to go into foreclosure, by refusing my payment. I am seeking your intervention before my home goes into foreclosure. I can not afford to take a day off from work every month to make my mortgage payment. I am currently working seven days per week, not only to accommodate my needs but the needs of my family members who are living in XXXX, who depends on my check each month to buy their food. Nothing that I expect Seterus to understand, as they have no idea what it is like to be in need. Please, I am asking you to stop Seterus Inc. from forcing our homes into foreclosure. They are tyrants who have no care for us, other than to abuse their power, leaving homeowners homeless. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-13

Bogota, NJ

Struggling to pay mortgage

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

2018-03-12

Greenwood, CA

Closing on a mortgage

Mortgage: Conventional home mortgage


Complaint: Our Bankruptcy was Successful, and Lien Releases and Account updates were due XX/XX/XXXX, Discharge Order dated XX/XX/XXXX has been sent various time. On XX/XX/XXXX I called XXXX XXXX asking that the account be updated and was notified that the account would be reconciled and lease from their Bankruptcy Dept. within 30 days. I am currently trying to refinance my loan due to the 6.75 % to a 4.1 % ; I am currently on day 55 and STILL waiting for Seterus Inc. to expedite my request. As of today, XX/XX/XXXX I have incurred {$630.00} for a 10 day lock extension to maintain my interest rate and a direct result of Seterus Inc. failing to comply with The Fair Credit Reporting Act ( FCRA ), require that my payoff accurate in a timing manor. Additional, I could have had this already refinance and I am still currently paying the hire interest at 6.75 %, this is costing me significantly. I have never made a payment past 30 days ; the Payoff Demand from Seterus Inc. sent on XX/XX/XXXX states my next payment due XX/XX/XXXX. Additionally Seterus Inc. sent a Credit Supplement - Mortgage Rating indicates last payment received XX/XX/XXXX and reports no payments past 30 days, the Payoff Demand by the Bankruptcy Department contradicts the Credit Supplement. I have make various phone calls and sent letters, at times they are rude and tell me they are over loaded with these types of cases and they are doing their best. I am very stressed and frustrated and need help to reach the next ten day deadline or it will cost us more money. I will attach the attorney 's letters, my letters and Bankruptcy notice. Main Contact at XXXX - XXXX XXXX, Bankruptcy Dept XXXX or XXXX XXXX, both from the management team.
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

2018-03-11

DE

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: My mortgage was originally through XXXX, but sold to Seterus. For the 11 years I have been paying I pay online. Recently I received an email and letter from XXXX offering a " discount '' of my late fees. First I wasn't aware of any late fees because NO WHERE on the online payment portal does it disclose there are any late fees on my account. It just shows the principal due. The letter from Seterus dated XX/XX/18 shows that I owe in excess of {$2000.00} in late fees that I was completely unaware of. My entire mortgage payment is only {$1400.00}. a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-08

Mission, TX

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

2018-03-08

Fred, TX

Applying for a mortgage

Mortgage: Other type of mortgage


Complaint: To : Seterus On XX/XX/XXXX both my husband and I took out this mortgage to purchase our home in XXXX. On XX/XX/XXXX I divorced my ex-husband and per the divorce decree he was supposed to sell the house or have it re-financed within one year of our divorce. He did neither of the two requests made in our divorce decree. I have sent your company a copy of the divorce decree. In XXXX my ex-husband did a loan modification/refinance with your company without my signature on the loan modification forms. I have now been placed under more financial hardship and responsibility for a loan re-finance/modification that I had no knowledge of and did not sign. If you reference the signature page of the loan modification ( page 7of 7 ), you will see my name typed under the signature line and my name scratched out. If I am a co-borrower on this modification and agree to the terms why is my name crossed out? Also please reference the dates of all the notarized/stamped signatures that were NOT made on the same day my ex-husband ( XXXX XXXX ) signed this official document. The notary ( XXXX XXXX XXXX ) notarized this document on the XXXX of XXXX and he, signed the document the XXXX of XXXX. I believe the reason for a notary is to make sure they witness the actual person is signing the document. XXXX XXXX ( Seterus employee ) then notarized/stamped this document on XX/XX/XXXX. What was she notarizing/stamping? The previous signature by my ex-husband ( XXXX XXXX ) and the notary ( XXXX XXXX XXXX ) were made on separate dates. Did she continue under Seterus company guidelines to authenticate and process a document with conflicting notary/signature dates and with the co-borrowers name scratched out? There is also another notary/stamp made on the same day as XXXX XXXX on XX/XX/XXXX under XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, ( Assistant Secretary ). I am under the assumption that XXXX XXXX also works for Seterus and received this document electronically and continued to process it not questioning the validity of the document. Is this normal practice for a mortgage company to scratch out names and have 3 different dates of signatures/stamps and notaries? I am formally requesting that the XXXX loan modification that was made 2 years after my divorce that I did not sign and my name is crossed out on the signature page be reviewed. I hope this issue can be resolved quickly as it is obvious this could be a possible legal issue. I did not sign or consent to any loan modification or refinance and need to have my name removed from this mortgage immediately. I am also working with XXXX XXXX as they are the lenders for this loan and may want to know how Seterus went about processing a loan without my permission nor signature. I look forward to hearing from you on how to remedy this situation. I have attached a copy of the front page of the loan modification as well as the last page. If you read the front page it clearly states that my ex husband and I are the borrowers. On the last page only my ex husband signed the document and my name was just scratched out. The XXXX XXXX XXXX Servicing Guide states on page 813 : XXXX : XXXX " The servicer may encounter circumstances where a co-borrower signature is not obtainable for the Loan Modification Agreement, for reasons such as mental incapacity, military deployment, or contested divorce. When a co-borrowers signature is not obtainable and the servicer decides to continue with the HAMP mortgage loan modification, the servicer must appropriately document the basis for the exception in the servicing records. '' As you can see no documentation was made that we were divorced 2 years before and they didnt even have a copy of our divorce decree until I sent it to them 2 weeks ago. I believe Seterus violated XXXX XXXX policy by not properly documenting the fact that we were divorced and as one can easily see they just crossed out my name and went on as business as usual.
Company Response: Closed with explanation

Timely Response

2018-03-08

Brooklyn, NY

Struggling to pay mortgage

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

2018-03-07

Torrington, CT

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

2018-03-06

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Keep Your Home California assisted us during a recent period of unemployment by paying our mortgage to Seterus. Keep Your Home requested paperwork that they later did not need that resulted in a delay in processing the mortgage payment to Seterus. We explained, in advance, the circumstance to Seterus in an effort to have them excuse the late payment. They adamantly refused to cooperate and were extremely unaccommodating of our request despite our never having been late on any prior payments, not even once.
Company Response: Closed with explanation

Timely Response

2018-03-05

Albuquerque, NM

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: I had a Mortgage with XXXX XXXX in XX/XX/XXXX while on XXXX XXXX in the XXXX this was XX/XX/XXXX, in XX/XX/XXXX the Mortgage crisis hits and XXXX XXXX XXXX assumes my XXXX XXXX XXXX # XXXX. In XX/XX/XXXX the XXXX sends me Orders to report for duty in XXXX, VA. I was able to make payments on this house until my retirement in XX/XX/XXXX, I used my savings till it dried up in XX/XX/XXXX. That was the last time a payment was ever made on this loan, for a house that I haven't lived in since XX/XX/XXXX! In XX/XX/XXXX they transfer my Loan back to XXXX XXXX! In XX/XX/XXXX XXXX XXXX Transfers my loan to XXXX who reports my loan in a Negative Status until it is finally Foreclosed upon in XX/XX/XXXX, and then doesn't get reported to the Courts until XX/XX/XXXX. I have been denied credit for a Foreclosure since XX/XX/XXXX, and the fact that I refinanced my XXXX Home in XX/XX/XXXX, paid it off completely when I sold the home in XX/XX/XXXX. Financed a brand new XXXX XXXX in XX/XX/XXXX, it too is completely paid off, but I am still being denied credit in XX/XX/XXXX because of this Fraud to my account! I do not feel like this is fair to a XXXX XXXX that served his country for 22 years 7 months an 10 days to continue to deal with this Fraud and Abuse to a XXXX XXXX of this country! You can't report both loans! Thgis is Fraud!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-03

Millcreek, UT

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

2018-02-28

Poplar, CA

Incorrect information on your report

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

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

Timely Response

2018-02-27

Clayton, MO

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: I have been trying for months to reconcile my account after my bankruptcy ended XX/XX/XXXX and make my payments to the Mortgage Company. I sent a letter called continually and it was not until XX/XX/XXXX that I finally got someone to take my account out of the bankruptcy department so they could talk to me about my loan. XXXX XXXX a manager got angry because I insisted I was no longer in bankruptcy he continually told me I was still in bankruptcy. When he realized he was wrong he became angry. The manager became angry and retaliated, putting my loan in a foreclosure status instead of going back and fixing the servicing errors. This all because I asked questions that I needed an answer to. What payments were received from the trustee and the dates, the status of my loan. If they had listened to me months ago I would not have had to endure this type treatment. Everytime I called after that the customer service representatives were very rude and continually threatening me with foreclosure because of the notes entered by the manager XXXX XXXX. No one would step up to the plate and do what was right. After continually calling after that over and over again, I finally got a representative XXXX, on XX/XX/XXXX who explained everything to me, told me how much I owe and basically helped me to try and correct all these servicing errors that are costing me additional monies. XXXX also offerred to send me a payment history. I thought I was finally getting this situation on track. XXXX put the details of what we discussed told me what amount of money {$2300.00} by what date the XX/XX/XXXX. XXXX went over financials for me to go on a payment plan after the money was received. Very detailed and thorough putting all the notes in the computer, even read them back to me. I went to XXXX XX/XX/XXXX and wired the money to my mortgage company. I was told to call to see if the money was received by my mortgage company and then I could set up the payment plan.Only it did not happen that way. I called XX/XX/XXXX and was put on hold, got hung up on, twice after listening to all the recorded messages which takes about 5-8 minutes before you can talk to someone. I called back and after waiting and listening my mortgage company was now closed. No one bothered to call me back. So now I call the next day XX/XX/XXXX, and found that the money was there but had not been credited to my account. This time I spoke with XXXX, ( after speaking with XXXX who left me on hold, and XXXX XXXX who did not understand what was going on ) who verified all the notes that XXXX had put into the computer, adding additional notes as to where we were now. XXXX told me she saw the money and told me the amount she saw, and told me to call back tomorrow, and I could set up the payment plan. I'm on the phone everyday calling and fighting all the rudeness trying to get this done. Now its Friday XX/XX/XXXX. I call got hung up on twice, someone would answer the phone with noise in the background and just cut the call. Finally, I got a voice XXXX XXXX, who put me on hold several times before she verified the call, was very, very rude and she hung up on me? I called back and got XXXX XXXX who I asked if she could tell me the last person I spoke with. XXXX lied to me saying no, so when I told her who I was speaking with she owned up to it but when asked how to file a formal complaint she told me I was already doing that as she was writing up what I was telling her. XXXX was covering for XXXX bad behavior. I then spoke with XXXX and by then I had lost track of who was the rudest and who was the less concerned about me and my problem. Enters XXXX XXXX. He told me my problem was that I had sent the wrong type payment and Seterus would not accept it like that. Told me I needed to go and get my money and resend it by XXXX XXXX. He asked if I had the number to the XXXX and called them on a three way call, we were on the phone for an hour until we finally got a customer service manager who told me he could not give any information on the phone and I needed to come in with my receipt. I asked where he was located because we had called more than one XXXX. I had to insist that XXXX XXXX get a manager on the phone because he became very angry after getting all this started and said he had wasted enough time with this and I needed to go to XXXX with the receipt, still swearing Seterus would not accept my money. I asked XXXX XXXX if he could at least speak with XXXX because she was the last person I spoke with and she told me the money was there just not credited yet. XXXX XXXX finally agreed to speak with " XXXX '' he said she was called. XXXX confirmed what she had told me, acknowledging she did see the credit to my account. XXXX XXXX then said the money was there but now it is gone not there. After continually insisting he got a manager on the phone XXXX XXXX who agreed with XXXX XXXX was very rude to me when I asked if he could note my account that the money was there and what was occurring. XXXX told me he can't do any of that until after the money is received. Once again they started threatening me with foreclosure and being very rude to me as if I was lying about the money. I had to leave work drive quite a distance to get to XXXX before XXXX XXXX when the customer service manager would be leaving because now I'm very concerned and worried about my money and where was it? When I arrived at XXXX after driving there in the pouring rain, after going over the receipt the customer service manager said there was nothing he could do because I had completed the transaction at a different XXXX? So now I am at XXXX starting all over again and the customer service manager telling me the transaction was done wrong. I finally got three different managers on the telephone before I got one that was able to help. It was Friday night the accounting person was not there and he promised to call me the next morning at XXXX XXXX and have her figure out what was going on. The XXXX manager did as he said he would. The accountant e-mailed me a copy of the transaction showing where I had sent the {$2300.00} on XX/XX/XXXX at XXXX XXXX. and it was at Seterus on XX/XX/XXXX. I called Seterus Saturday morning when I got home and the payment had credited and was credited to my account as of XX/XX/XXXX. The entire time I was going through this nightmare my money was at Seterus all the time as XXXX had said. I thought now maybe I can finish this up. Not so. I called Seterus just now and the first person I got XXXX XXXX, was rude and uncooperative, asked me if she was on speaker phone and take her off. I told her my phone volume was not working and I would not be able to hear her. When I got verified Jewel told me I had a balance and how did I want to pay it? I started to explain to her what was going on and could she look at the notes by XXXX and XXXX? XXXX told me they have to treat all accounts the same and continued in the wrong direction so I asked to speak with a manager and she began resisting and lying and putting me on hold. I asked how many managers were there because I would recognize the name of the manager I spoke with on Friday XX/XX/XXXX. She said there were several managers, I said how many she never would give me a number. I said five, ten.? XXXX then began to ask me why I wanted to speak with a manager and I told her you know why. When the manager came to the phone XXXX XXXX, she had lied to him about what had occurred. So I asked him how to file a formal complaint and he said I will do this first then I will give you the information. I said in case we get disconnected you will be closed when I call back. He got the address, and then started asking me for all the information XXXX and I had discussed that was already in the computer. He continued out of anger to inconvenience me when I asked him could he tell me what the notes in the computer said, hoping he would realize everything had been done and thye were just waiting on the payment. He asked me why do I want him to tell me what the notes say. At this point I had had enough, Friday I had had enough, everytime I call I have had enough. At this point I was so done with THIS I wanted everyone at Seterus in the front, top, main office to know what I was going through and had gone through. Right now I am sick to my stomach that I have had to endure this type behavior and unwarranted punishment. I feel like just screaming.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-27

Newnan, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage


Complaint: This issue is not about applying for a mortgage but this particular issue didnt fit any of the categories on the previous page. I called my mortgage company about a partial release of my property so that I can sell one acre of my four acres to my in-laws so that they can build on it. Seterus sent back a letter with a list of paperwork items that needed to be returned to them along with a {$250.00} fee. Paperwork included three appraisals totaling around {$600.00}. We had to have an appraisal before the partial release, after the partial release, and an appraisel of just the one acre to be released. We had to have an updated survey of the property which totaled around {$2000.00}. We had to submit a quick claim deed which was around {$100.00}. There were other forms also that had to be completed. I submitted all of the items and few on XX/XX/XXXX. I paid {$50.00} to have it arrive on XX/XX/XXXX. I have had no correspondence from Seterus except when I make a call to find out the progress of this decision. No one has reached out to me from title services, who handles these isssues. I have called several times over the past weeks to be told that they have received my paperwork and money and it is in review. I have asked for a direct number to the title services department and was told that there isnt a direct number to that department. I have asked for an email and told that department cant send outgoing email, only inter-office email. I finally spoke with someone on XX/XX/XXXX who said that they sent an email to title services on my behalf to explain that I need a decision regarding the partial release because it is holding up the process of my in-laws building on this land. I was told that I would hear a response back on 24-72 hours. I didnt hear a response back. I checked both my personal email and my Seterus inbox on the Seterus website. How could they anyway, since they cant submit outgoing email? I called again on XX/XX/XXXX twice. The first person who spoke with me said they can see notes on my account where I had been calling and where a representative emailed title services on my behalf and requested that they contact me. Still no response. The second time I called, the representative again saw the notes where o had called and again emailed title services on my behalf. I thanked the representative for their help. I asked to speak to a manager or someone who could directly speak with title services. I was on hold and then the representative apologized that the supervisor was still busy assisting another client. This representative then instant messaged someone from title services taking care of my account. Im curious why this wasnt happening sooner. The person in title services said that we still needed a legal description of the property with values as it is, without the one acre, and just the one acre. I asked the representative to reply back that was all in the three appraisals we submitted. They then decided we didnt need that anymore. The person in title services told the representative I needed to submit a title search, which doesnt make sense because Seterus has my title because I have a mortgage with them. The person in title services said we needed a third party authorization form, with no explaination on whose name to put on it or why they need it. This partial release should be a very simple thing but because we cant speak to anyone on title services we cant get it done in a timely manner. They have all they need but are not getting back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-23

San Jacinto, CA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: We received a loan modification from XXXX XXXX XXXX in XX/XX/XXXX. Around XX/XX/XXXX, our loan was transferred to Seterus. This mortgage company is horrible to deal with. No monthly statements, billing, no credit reporting of " perfect payments '' for past 4+ years, no call backs, horrible customer service. We owe approximately {$320000.00} on our primary home that was loan modified. I pay monthly, religiously to a XXXX XXXX in XXXX XXXX. Very scary that I have no proper accounting of all of my payments for 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

2018-02-22

Copper Canyon, TX

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

2018-02-22

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: Im writing to you today hoping you can stop the bank from taking my house. My troubles started back in 2009, when everything seemed to fall apart for me. My husband and I started divorce proceedings. Things wouldnt have gotten so far out of hand if I had received the payments that were awarded to me once the divorce was finalized. It took another four years, and his arrest to get this resolved. During this stressful time, I was battling medical issues of my own that made it impossible to work. As I recovered and started seeing income again, I approached the bank about getting caught up. It was my home, and Id do everything in my power to keep it. I had tried my best to keep up. When I did have money to give to the bank, they refused it, saying I needed to pay everything right then. When I said I couldnt pay that much money at once, Seterus said they would had an assistance program. I was provided a list of documents to submit, which I did. This is where things went really bad. My paperwork was lost, misplaced, etc. multiple times. I would talk to a different person every time I called in, and they would always offer to send me information Id never get. My application is sitting at Seterus Bank, and my mortgage is getting further and further behind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-22

TX

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: We had an existing Mortgage loan through XXXX XXXX XXXX that originated in XX/XX/XXXX. It was purchased, to our knowledge, in XX/XX/XXXX. At that time, unknown to us, we were one month behind on our payments to XXXX due to a missed payment in XX/XX/XXXX due to an Illness. The payment was overlooked and we were never contacted by XXXX by letter, email or phone to be able to address the Issue and make the missed payment. We have since learned about the missed payment after hiring Council. Only then did Seterus inform us of the missed payment. We have since rectified the missed payment on XX/XX/XXXX for {$2600.00}. We also gave Seterus specific instructions in writing on the cashiers check that the money was to go to the XX/XX/XXXX missed payment or was not to be cashed. Seterus refused to abide by the instructions on the check and cashed the check anyway. When ask why, they explained that wasnt the way they did their accounting and the money was placed into a existing Suspense Account. In XX/XX/XXXX XXXX notified us by letter that the loan had been purchased and we were to begin making our payments to Seterus in XX/XX/XXXX. We never received any correspondence from Seterus at that time. We didnt receive a new contract to sign so we assumed Seterus had adopted the same contract we had with XXXX XXXX XXXX. We complied with the letter from XXXX and set up an account on the Seterus Website and began making our payments on XX/XX/XXXX even though we hadnt received a statement from Seterus at the time. It wasnt until after we had made XXXX payment, that we received XXXX statement from Seterus. They had Immediately began charging us a late fee and demanded a {$7900.00} payment that was due XX/XX/XXXX. When we contacted them about the amount, their response was that we had missed our XXXX payment and we also had to reimburse them for the Escrow disbursement of {$5900.00} and {$280.00}. We explained to them at that time, our payment had been made on-line to them on XX/XX/XXXX as we were instructed to do. We also explained that the Escrow payment should have come from our existing Escrow account with XXXX. Those explanations fell on deaf ears. We received our first of three statements for XXXX on XX/XX/XXXX showing we owed {$7900.00} for XXXX payment. This statement also included prior activity with Seterus, although we had never done business with before, showing a XXXX payment and XXXX payment of {$2600.00} respectively. The Statement also showed two Tax Disbursement made on XX/XX/XXXX for {$5900.00} and {$280.00}. Money, we thought, should have come from funds in our Escrow account with XXXX. After visiting our Tax Assessor about the Issue, the Tax Assessor explained to us that only two payments had been recorded to our account on XX/XX/XXXX. Both being by Seterus. Meaning that XXXX XXXX XXXX did not make our XX/XX/XXXX tax payment and were still in possession of account funds or Seterus was withholding Escrow funds and refusing to tell us and then demanding we pay them for the dispersed funds. Only after a Escrow Account statement showing a {$7800.00} surplus, did Seterus acknowledge the existence of the funds and after request from council, still refused to refund us our money until we had paid them what they said we owed them. Money that was never owed to them in the first place. Seterus continues to engage in unscrupulous tactics to get us to pay money that is not owed to them. Seterus continually threatens to foreclose on our home every month and continually sends us unsolicited offers for a Loan Modification that we have never requested, wanting to lower our payments by extending our note to forty years. Seterus continues to harm our credit rating by reporting us late on our payments which has caused us unneeded expenses. We are unable to refinance our Mortgage at the present lower interest rate because of this also. They refuse to acknowledge our Attorney and our Accountant, that we have paid hundreds of dollars for, even after Seterus was sent documentation by our CPA verifying their mistake. We respectfully request your help in rectifying this unfortunate issue as soon as possible so we may be able to go on with our lives without fear of having our home taken from us and our credit continually being ruined. Please see attached documentation verifying our claims.
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

2018-02-21

AL

Incorrect information on your report

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

Account status incorrect
Complaint: Since XX/XX/2016, I have tried to resolve the inaccurate reporting of my mortgage account serviced by Seterus Inc. to the Credit reporting agencies. Today, my mortgage account that I am currently paying on is being reported as closed to the credit reporting agencies. I have contacted a credit reporting agency and Seterus and both blame the other party for how it is being reported as closed. In addition my mortgage is being reported as 30 days late, which I dispute because of my payment changing and not being notified of the short payment. During XX/XX/2016 after my husband file Ch.XXXX bankruptcy, I stopped receiving statements and correspondence from Seterus. My husband is not a signer on the note related to this mortgage. I am a n individual borrower on this loan. However, when I attempted to contact Seterus I was referred the bankruptcy department which would talk to me because they were notified that I was being represented by an attorney. I sent a letter stating I was not in bankruptcy nor was I being represented by the attorney on file in an attempt to correct the confusion. During this time of not getting statements with in a couple of months my mortgage payment amount changes. for one of the months I send in a full payment for the previous amount, however it was not applied but held in suspense, until the next payment was applied. Due to the timing of the next payment, which was not late, the first payment was reported as 30 days late due to the payment being short {$16.00}, the difference in the old an new mortgage payment. I was never contacted of the payment being short, but I was reported the credit reporting agency, knowing that I had never been late in the past. I was told that they could not contact me due to the bankruptcy because it could be perceived as collecting on a debt, however they could report me 30 days late to the credit reporting agency. This seems to be a contradiction and they don't seem want to own any responsibility in the situation that could have been avoided. There are also months where it appears Seterus was not reporting my mortgage as Ok or 'Paying as Agreed ' while payments were being made. The balance on the account was being reported incorrectly for a longer period of time prior to the account showing closed as well. All of this seems to be related to a bankruptcy that I am not a party of, I am not in bankruptcy. Nor is my mortgage a part of my husbands bankruptcy repayment plan. I understand there to be laws that relate to instances where the lien holder is not in bankruptcy, in which my loan information should not be suppressed from me or the credit agency. I feel I have been unfairly serviced, and inconsistent and deceptive practices have caused my loan to be reported inaccurately ultimately impacting my credit score and credit worthiness seen by others. These are a few of the explanations I have received : -My husband lives at the address so it is automatically considered an asset in bankruptcy. So my loan is automatically considered to be in bankruptcy. -The credit reporting agency by law has the right to suppress information on a loan due to bankruptcy. The credit reporting agency is reporting the loan as closed. -Paying as agreed was suppressed by the credit reporting agency in payment history. I can't get either party to resolve the problem, however I understand Seterus to be the party responsible for credit reporting on my loan, the information has to come from them. I am hoping you can assist in this matter that I have been trying to resolve since 2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-19

Fort Pierce, FL

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: XX/XX/XXXX - We received our annual notice on how to cancel PMI and the requirements to cancel PMI, which states we need a LTV ratio of 80 %. Document states " or according to your contract ''. XX/XX/XXXX - Called to verify the requirements to cancel according to OUR contract. We requested the forms needed to cancel PMI because we believed we qualified for the cancellation, or if we did not, we would qualify within 6 months ( one of the requirements within their notice ) XX/XX/XXXX - The mortgage company mailed our packet for PMI cancelation which again included the requirements to cancel PMI. ( note : no where on this form does it say " or according to your contract ''. ) XX/XX/XXXX - I again called the mortgage company to verify these were the requirements for MY mortgage as well as verify the calculations for loan to value ratio. ( I was told to take the remaining loan principle and add 20 %, my appraised value needed to be higher. Even when I asked explicitly, " are you sure I do not take the appraised value and subtract 20 %, and my principle needs to be lower? '' I was assured by the person taking my call, XXXX XXXX, and her supervisor, XXXX XXXX, that I was incorrect. XX/XX/XXXX - With the assurance of the letter and phone calls, we sent our check for {$350.00} to get our house appraised to have the PMI removed. XX/XX/XXXX - Mortgage company sent a letter of receiving our check. XX/XX/XXXX - Appraisal was completed. XX/XX/XXXX - Mortgage company sent letter denying our request. XX/XX/XXXX - Mortgage company added a note to our file that our contract states that we must be at 75 % XXXX under 5 years ( we were 7 months shy of our 5 years ). XXXX, XXXX - After receiving our denial of PMI cancelation, I called and talked with XXXX XXXX, who confirmed the actions on XX/XX/XXXX. XX/XX/XXXX, XXXX I faxed a letter to the mortgage company with all of the above actions outlined on the letter. XX/XX/XXXX - the mortgage company sent a letter stating " we apologize for any misinformation you may have received from our Representatives '' and continued to tell us the " new '' information of 75 % LTV ratio. XX/XX/XXXX - Received my annual notice concerning PMI and the requirements to remove PMI. AGAIN, the letter states my LTV must be 80 % or less. XX/XX/XXXX - meet with a Lawyer about actions we should take. Suggested giving the mortgage company one more chance by submitting a complaint here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-16

Shulerville, SC

Applying for a mortgage or refinancing an existing 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

2018-02-15

Century City, CA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: I have just talked to Seterus representative, and asked him the same questions. I understood that he could not provide me with the answer I wanted, except to go through this process. 1. Question : why I am not qualified to pay property tax myself? I have been simply told that I can't - due to the home Affordable loan period. However, even in the company 's response on page 34, a Q & A page, which reads : " Do I have to carry an escrow account on my mortgage loan? A : Your loan documents will determine whether you qualify for an escrow account closure. If you feel you qualify and want to request an account closure, please call us at XXXX. '' It seems to me that there is a way to close the escrow account for my loan. I need Seterus to explain to me how and why I am not qualified to close the escrow, since it has been a problem from day one of this mortgage. I have been asking the same question from XX/XX/XXXX, 4 months passed I still do not have the answer. 2. I was told again that the escrow account request is again increased this year, and I need to pay more into it, to have the account become prepaid. I do not understand why I have to be requested to prepay tax to the server of the loan, and the amount has been increased more than the tax increase. I felt it is just a way the company tried to punish me since I have chelanged the company. 3. I am willing to pay the {$1600.00} for XX/XX/XXXX mortgage, according to the schedule that listed in the company 's answer, and additional {$76.00}, which XXXX said is due to the shortage of XX/XX/XXXX and XX/XX/XXXX ' original payments. These extra amount, should go to escrow account as a prepayment of the tax, as XXXX explain to me. Therefore, when the loan refinanced, the amount should stay in the escrow. Please waive all the additional fees and charges, since I did pay each month on XX/XX/XXXX and XX/XX/XXXX, and I also paid XX/XX/XXXX mortgage in XX/XX/XXXX. Thanks, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response


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