Seterus, Inc.

2017-08-09

Lawrenceville, 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

2017-08-09

Itasca, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I Fax Seterus a letter requesting an explanation of the PMI. My loan was with XXXX before it got transfer to Seterus on XX/XX/XXXX. When I was with XXXX I never paid for a PMI everything was included in my escrow. Few months after my loan was transfer to Seterus they started to charge me a PMI sinceXX/XX/XXXX. I have not received any explanation yet from Seterus. How is this possible that after my loan got transfer Seterus decided to place a PMI. When I enquirer the loan with XXXX my investor XXXX XXXX did not request a PMI. Because I would of had it in writing and is not. This is also one of the main reasons I have not being able to take any trial offer, because of the PMI my payment increases more then what I was paying before I started to fall behind on my mortgage. Please help me to get a detail explanation. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-03

Manhattan, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-03

Hinkley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We have had frequent problems with Seterus processing our payments, duplicate payments, payments for shortage in escrow that they manage. We received a letter once again stating we were short, I sent the full payment for that shortage they claim and the check was cashed to avoid them applying it to our mortgage. I wrote on note with the payment that this was for the escrow shortage and listed the acct. We received the mortgage with an increase and paid it. I included a copy of the escrow shortage check that was paid with a note explaining not to apply the shortage to our mortgage. We received a letter stating they would look into the matter and to this day have not seen our mortgage adjusted back to what we were paying. My credit was also ruined because of past issues they claim they would clear on my credit.
Company Response: Closed with explanation

Timely Response

2017-08-03

Eatontown, NJ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-03

E Strodsburg, PA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-02

Great Neck, NY

Incorrect information on your report

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

Account information incorrect
Complaint: On XXXX 2015 and XXXX 2015, I paid my mortgage but Seterus is reporting a 150+ days late on my credit reports. This was during a trial payment plan in regards to a loan modification.
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

2017-08-01

Flushing, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Seterus is a lying company and they lie that they reply I would like from them to see this ; 1.Seterus must provide a clear Mortgage Note with my name on it. I am not on the mortgage note and my name XXXX XXXX is not on it. 2. I would like to see a document informing me in 2016 that there is a foreclosure on my property. Everything was done in a top secret close door without anybody being informed which is illegal in any country. XXXX. I would like to see an official document informing as required by law in PA about action of a property including my name on it The sale was for only {$1000.00} which is less than the cost of the refrigerated and there is {$74000.00} stolen items from the house and there is {$260000.00} total loss which is not being financed by institution since they are my private property. I would like Seterus to provide a clear document giving them permission to defraud my property. Everything was done without any court document or order between XX/XX/XXXX until XXXX XXXX, 2016. The company directly responsible for all the illegality which took place is law firm XXXX from New Jersey. Seterus is lying when they say that they responded.I would like to see the repose to those specific question mention in the complain and not their lies. Time for lying is over.CFPB has now specific question Seterus must reply not lie that they responded
Company Response: Closed with explanation

Timely Response

2017-07-31

Stevenson, MD

Incorrect information on your report

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

Account status incorrect
Complaint: We paid off our Mortgage with Seterus in XXXX of 2017, we refinanced with a different lender. The account after 6 months is still reporting on our credit as open. We also never received our refund from Escrow and they have promised to mail us the details over and over but can not tell you on the phone. Now they are reporting on our credit as late over 30 days and we do n't owe them anything or have an account that should be open with them. When you call you get the same thing ... they say they used are escrow to pay our bill in full.. Does not make any sense. Now they want to report negatively now since I have inquired why my account is still open
Company Response: Closed with explanation

Timely Response

2017-07-31

Louisa, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been making extra payments to the principle on my mortgage loan for almost 2 years and as far as I can tell my mortgage servicer ( Seterus Inc. ) had been applying the extra payment to principle ( as I instructed my Mortgage Loan servicer from the start of these extra principle payments ) until sometime at XXXX XXXX of 2017. Starting in XX/XX/XXXX, XX/XX/XXXX and XXXX 2017 I increased the extra payment to principle too {$1100.00} and the mortgage servicer ( Seterus Inc. ) has been misapplying these payments to additional interest instead of principle. I have instructed the servicer every month that they are to apply anything above the normal payment totally to principle, even going so far last month spending hours on the phone talking to an upper customer service manager and she assured me that these past payments and any future payments would be correctly applied to principle. She also instructed me to view a file online for my statement and payment history that would show the corrected amounts applied to principle and any adjustments would be made to my payment and balance history. In viewing the history file for my mortgage I can clearly see that what was promised has not happened. The extra amount that I am paying is a substantial amount {$1100.00} and will add up quickly if this is not corrected quickly. Please help as the company will not give me anyone above this manager that I talked to last month to correct this problem Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-30

N Providence, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-30

Fleming, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Last Tuesday we recieved a call from a collections agent for Seterus. The representative was talking to my wife about letters we recieved that our account has fallen into foreclosure. We have been able to get our mortgage to just 30 days behind and have incurred and will pay huge penalties. In XXXX and XXXX will could not make the payment until the XXXX as the company I was working for had an internal hostile take over and commissions were frozen. This put us 45 days and right away we receive letters of impending foreclosure. This happened to us before and we had to borrow XXXX from my wife 's brother. As before the amount we owe includes hefty penalties. The reason for our struggle was a XXXX business that I owned and manage in 2016 was losing money. I was unable to take a check while we were trying to sell the business It would be worthless if the business was closed. In XXXX we forced to close the doors but found somebody to pay us just enough to pay down debt. I now have a stable job and we will make our payment Monday unless they tell us it wo n't make a difference as they will continue to move on the foreclosure. The person who called my wife talked to her as if she was a 5 year old. She told us to cut the off our cable like she had to do in the past. Very unprofessional and an example of how these debt collectors act. The last time the person told us to cut out our cell phones. Please help as you did in the past for me. If we pay Monday we are 30 days behind. All they want to do is force us to pay them there outrageous fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-28

Gloucester City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Seterus has placed forced insurance on my home for homeowners and flood. I always had my own coverage and they have charged my Escrow Account an " Earned Premium '' when in fact, the policy should have been canceled " FLAT ''. Due to this I have paid over 1,500.00 in DUPLICATE coverage. Seterus continues to place my payments in a " Suspense Account '' of which there is an overage of {$5900.00}. I have asked them to credit these monies to my Regular Payments, they refuse and say the " USUALLY '' will oblige when I get caught up on my payments. How can I get caught up when the continue to show me delinquent? Seterus is strong arming me into a " Mortgage Modification '' however this modification only reduces my monthly payment by {$100.00} and has the same interest rate ( 6.75 % ), Loan amount BUT they want to make this a FORTY YEAR mortgage ( XXXX ). Keep in mind, I already have paid on this mortgage since XXXX. That would be paying for 60 years! I am only 2 months behind ... ... ... .I am a single, female they are trying to steal my home. They threaten me and call continuously along with saying they will foreclose IF I do not sign the modification ... ..I AM ONLY 2 MONTHS BEHIND! And they have my money stuck in " Suspense '' ... ..and " MIGHT '' credit it ... what is this????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-27

Calumet City, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-27

Bethany, OH

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: Filed a Chapter XXXX Bankruptcy in XX/XX/XXXX. The investor agreed to a reaffirmed amount of {$25000.00} and has ever since XX/XX/XXXX been asking for a different monthly payment amount that was agreed to in the court order and has now demanding payment of the cram down money which was discharged in the bankruptcy. The investor has now sued me for the discharged 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

2017-07-27

Brooklyn, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-27

Panorama City, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-25

Gary, IN

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

2017-07-25

Annapolis, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I do n't know if you can help or not. The person who called me said his/her name was XXXX XXXX phone # XXXX claiming to be from the " mortgage lending department '' with my mortgage company, Seterus. I w as told my loan modification was approved under the Obama program and in order to get the materials to me, I had to pay them the escrow acct deficit of approx {$1300.00}. Howeve r, Seterus guaranteed me that this person did not work with them. I relayed this info to the supposed " mortgage lending dept '' and told them they are scammer and to never call me again. However, he/she called again and told them the same. Hopefully you can help stop these thieves with the phone # I listed here. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-25

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Complaint is against Seterus who refuses to cancel PMI and I have reached out to them on XX/XX/XXXX only with them to reply that I was 30 days behind on my XXXX payment. I sent this letter to them : I am in receipt of your letter dated XX/XX/XXXX. Wherein you stated it was determined that your loan does not meet the necessary requirements for private mortgage insurance ( PMI ) cancellation, therefore, we must decline your request. Furthermore, you stated to qualify for PMI cancellation, you must demonstrate a good payment history over the most recent on-to two-year period. The XX/XX/XXXX installment payment was received more than 30 days past due ; therefore, you have not satisfied the payment history requirement. This is an incorrect statement because as you are aware ; we have never been late within the last two year period. The XXXX loan payment was drafted from our XXXX XXXX XXXX account on XX/XX/XXXX which is confirmed by your own authorization letter dated XX/XX/XXXX Confirmation number XXXX which is enclosed for your review. Additionally, your own correspondence letter dated XX/XX/XXXX responding to our correspondence to you regarding the unprofessional treatment received by one of your representatives. That letter is also enclosed for your review. On paragraph 5 of that letter you wrote : We received your payment of {$1500.00} on XX/XX/XXXX which was applied to your suspense account. So again lets be clear we have not been late as I indicated in my previous letter. In another conversation with XXXX XXXX on Mon XX/XX/XXXX, she advised the XX/XX/XXXX payment was not applied or held in suspense for an unknown reason but she sent an email to have the funds diverted back to the account. We have met every condition to cancel the PMI which states the loan-to-value ( LTV ) must be 80 % or less based on the property type which is FIXED, origination date and value of the property. We requested in writing to cancel PMI, submitted the cancel request form and included the {$350.00} check to cover the cost of the appraisal fee. Under federal law, PMI will automatically terminate on the termination date if it was not previously cancelled and you are current on your mortgage payments. For a fixed-rate loan the termination date is the date on which the principal balance of the mortgage is first schedule to reach 78 % of the original value of the property securing the loan, based solely on the initial amortization schedule for that mortgage, irrespective of the outstanding balance for that mortgage on that date. This information taken from your Annual Notice Concerning Private Mortgage Insurance letter dated XX/XX/XXXXwhich is enclosed for your review. The original Value on DLS : {$300000.00}. My wife is currently undergoing treatments for XXXX XXXX and we are not looking for any handouts. We just want you as a servicer to do what is legally right and cancel the PMI so that extra money can help cover the medical costs, deductibles and medicine that is not covered under her medical insurance.
Company Response: Closed with explanation

Timely Response

2017-07-25

Woodland, WA

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

2017-07-24

Key Biscayne, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: While I was still making payments, XXXX alleged that I stopped making payments and sought foreclosure. XXXX XXXX XXXX XXXX is now foreclosing on me using the wrong information supplied by XXXX and Seterus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-21

MT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a loan modification offer unsolicited from Seterus. I spoke with a representative on XX/XX/XXXX about the terms of any modification, and she offered no information whatsoever on the terms only that the payment would be XXXX/mo lower, and simply offered a wait and see attitude. This wasnt a mistake that the terms were not revealed until mid-XX/XX/XXXX ( to add 40 years to the balance of the loan ). I also never asked to be in the program in the first place, I simply logged in one day to discover I was in the program, without notice. Most importantly, the program/staff fail to mention that if the offer isnt accepted the reduced monthly payments that were being accepted and also reported as current on their site would then, and without notice, retroactively NOT be accepted or applied as monthly payments and used instead to manufacture a default, thereby fraudulently generating thousands of dollars in fees and missed monthly payments that must be paid as a lump sum reinstatement under the threat of foreclosure with the ultimate aim to capture my equity in the property. Seterus then stated I was in foreclosure and demanded on XX/XX/XXXX {$5800.00} to bring the loan current through XX/XX/XXXX with no mention/accounting of what happened to my reduced loan payments made during the trial period. I paid the money but the reinstatement amount and the tactics used to arrive at this figure were unfair, deceptive, fraudulent and a clear example of predatory mortgage servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-21

Orion Twp, MI

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: My wife and I opened a 10 year mortgage for my vacation home in Florida in XX/XX/XXXXwith XXXX. After about 7 years, I received notice that my account was being transferred to Seterus, Inc. and I should start making my payments to them. We live in Michigan and own a small business, we were greatly affected by the XX/XX/XXXXrecession. As a result we accumulated a large amount of debt which we committed to paying in full and not shirk our responsibilities by going to short-sale or foreclosure. We made our monthly mortgage payments to Seterus on a regular basis, but the payments were sometimes late. Not over 30 days, but we incurred numerous late fees. In XX/XX/XXXX, I called Seterus to make my final principle and interest payment and mentioned this at the time. They gladly took the payment over the phone to pay the principle and interest in full. They then stated that we had some outstanding late fees, I said I was aware of this and asked if I could speak to someone who might offer some assistance in reducing these late fees to close the account. The representative said she would send us a payoff statement and have someone call me. The statement I received did not show the amount that I had calculated as late fees. In fact over the next 5 months I received 5 different letters/statements all with different amount due of late fees. I attempted to reach out to a representative to resolve this issue. I was tossed from one representative to another, left numerous message and never received a call back, and was even hung up on. One time when I did speak with a rep. and asked about the discrepancy about the fee amounts I was told that since our last payment went 31 past due because of the holiday, that the system automatically billed us for another monthly installment even though the principle and interest was paid in full. Finally, in XX/XX/XXXX, after no viable correspondence, I decided that I would start making monthly payments on the account. I mailed in {$500.00} in good faith. A week later I called to see if they had received the payment and was told that my account was paid in full and I had a {$0.00} balance. I was unaware, that while I was trying to contact Seteraus to resolve the late fees that I was being reported negatively to the credit bureau. It took until XX/XX/XXXX to receive the Satisfaction of Lien statement from Seterus. Now my credit shows that I was up to 120 days late, which is very damaging, and I am trying to obtain a new mortgage. I thought after almost 2 years my credit would solid. Much to my surprise, because Seterus, it is not.
Company Response: Closed with explanation

Timely Response

2017-07-21

Bonneauville, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response