Seterus, Inc.

2017-07-21

Grand View, ID

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: On X/XX/2017 I submitted certified letters to the credit reporting agencies XXXX, XXXX and XXXX to investigate a mortgage being shown on my credit report. I also submitted a certified letter to the mortgage lender Seterus. I received responses from the credit reporting agencies but not from Seterus. The credit reporting agencies said they were not able to make any changes to my credit report. The mortgage is causing my credit score to be impacted severely due to late payments. The mortgage should be solely listed under my ex-husband and not under my name as I have not been responsible for it for over 6 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

2017-07-20

Willingboro, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-19

Crestwood, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-18

Bull Valley, IL

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

2017-07-17

N Evans, 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

2017-07-16

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In mid XXXX , I discovered my mortgage payment which I thought I submitted XXXX XXXX , 2017 via Bill Pay thru the XXXX XXXX XXXX had not gone thru. I called Seterus, Inc. On XX/XX/XXXX I phoned the company and spoke to XXXX and told them my payment had not gone thru due to my error. With XXXX , I agreed to pay the XXXX payment and the late charge to total an amount of {$670.00}. He asked me to hold while he did whatever was needed to conclude the transaction. I do not remember any further conversation. and I hung up. On about XX/XX/XXXX , I made the XXXX payment in the amount of {$640.00} which was to reach them by XX/XX/XXXX . On XX/XX/XXXX , I received a letter from Seterus telling me I had a late payment. I phoned Seterus on XX/XX/XXXX and spoke to XXXX who told me the XXXX payment was used to pay for XXXX . I told him of the XX/XX/XXXX transaction which he acknowledged in his record. He also told me the transaction was not completed and asked why and he said because I hung up on XXXX . I stated that I did not hang up. I then asked why if transaction was incomplete a return phone call to me was not made. This same argument I made to a Manager, XXXX who said they had to charge another late charge ( XXXX ) because these were the rules. I can not believe that if a transaction is incomplete their staff are not allowed to call the customer back. This makes no sense nor is it good business. Please look into why they have such a rule. I realize this is not a significant amount, but I believe its a rip off of folks just trying to pay their obligations. Thank you XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2017-07-14

Los Angeles, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I thank Seterus Inc. for their response. There seems to be areas for correcting their findings and perhaps practices for other accounts. 1 ) Escrow account : Seterus said that they applied my tax refund to in the amount of {$2400.00} back to my escrow account. That, in addition, " there was an escrow shortage of {$440.00} '' as of the date of their XXXX answer to my complaint .... '' Please be advised that you will only receive part/all of this tax refund if there was an overage in your escrow account. '' Here, Seterus received TWO of my tax refunds, one in XXXX, which they accounted for, but also one in XXXX, of the same amount, which for which they did not account in their XXXX response to CFPB. This information was faxed to and made part of my CFPB file and received by Seterus. Therefore, this second tax refund should be sent me as soon as possible. 2 ) The XXXX tracking of my XXXX payment. In XXXX, I sent at least two envelopes by certified mail. Seterus ; answer seems to have mixed up the tracking for the XXXX XXXX and XXXX XXXX mailed envelopes. They have the first page of the tracking number ending " XXXX '' which did n't arrive until XXXX XXXX. But their second page refers to the XXXX XXXX mailed PAYMENT which number ends in " XXXX, '' was waylaid through Tennessee, but still was signed for by Seterus ' agent on XXXX XXXX, 2017, so the payment was NOT late. It looks like they mixed up the two XXXX tracking statements somehow. 3 ) New : on my XXXX statement, it says the Regular Payment is {$1100.00}. But at the top of the statement, it says that the " Amount Due '' is {$1200.00}, presumably including a {$30.00} late fee, IF the payment is late, after XXXX XXXX, 2017. But at the BOTTOM, on the payment coupon, it says " Total Amount Due '' XXXX. Then it says " payment after XXXX XXXX, 2017 is XXXX. But the regular payment is XXXX It looks like Seterus ' error here, could make many people pay a late fee TWICE. If this is compounding the practice over thousands of customers, this error could make a serious error of millions of dollars to the detriment of customers and create a serious accounting problem.Seterus needs to fix this.
Company Response: Closed with explanation

Timely Response

2017-07-14

Clarkstown, 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

2017-07-14

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Mortgage is being serviced by Seterus, Inc out of OR. I asked for a payoff on XX/XX/XXXX was told it would take 7-10 business days or less. When not receiving the payoff I called the Call center for Seterus and was told due to my account being a Chapter XXXX bankruptcy that the account would take sometime to get a payoff. I had previously received payoffs without trouble XXXX XXXX and in XXXX XXXX. I had secured a refinance from another bank and was near closing when I asked for this payoff. <P/> My bankruptcy was Discharged in XXXX XXXX. I have not missed any payments on this loan during the bankruptcy process or since and the loan was always secured 100 % by the property value therefore therefore there was not a " Cram Down '' involving this lender. However on all calls I have made in concern of this payoff the only explanation I have been given is that the delay is due to the bankruptcy, complications with Chapter XXXX XXXX and a " Cram Down '' making calculations difficult. On one of the recent calls, XX/XX/XXXX I was told by the call center operator that she could see in my file that the accounting on my loan was finished on XX/XX/XXXX but thereafter the payoff was marked cancelled in my file. On all calls to inquire I have been told the supervisor was escalating '' my request and I still have not received the requested payoff. I have now lost my rate lock on the new and approved refinance. <P/> On XX/XX/XXXX I called XXXX XXXX XXXX XXXX ( XXXX XXXX ) in XXXX TX, who is the institution that owns my mortgage and uses Seterus, inc. to service and collect. I Spoke with a representative and explained the circumstances. He was very curious and asked good detailed questions to get an understanding of my circumstance. He said he was unable to circumvent Seterus, Inc. and give me a payoff direct from XXXX XXXX but he would do what he could to look into it from his end and contact Seterus, Inc. and that he respond back to me but told me he may not hear back from Seterus, Inc. for up to 15 business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-14

Manhattan, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-14

Arco, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-14

New Britain, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I 've been trying to stop paying my home insurance through my mortgager since early XXXX of this year. My initial request was via fax and did n't have my signature, so I sent another with my signature on XXXX XXXX. It was not entered into their system until XXXX XXXX, and I was not notified that they were even in receipt, or that a signature was missing. It was only upon my calling them that they told me they needed my signature. I followed up on XXXX XXXX, and was told they would make a request and put a rush on it. today I called and was told Insurance could not help me that she would transfer me to the group in charge of escrow, and the call was routed back to the main menu. When I went through the whole process again, and became a little annoyed because this process was taking an extraordinary amount of time and Seterus is taking more money than necessary to pay my home insurance, the young lady hung up on 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

2017-07-14

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am behind on my mortgage, but I am still making a payment and have managed to stay mostly 1 payment behind. I have been receiving letters and statements that are inconsistent, so not reflect my payments, contradictory and most recently threatening to initiate foreclosure proceedings on X/XX/17 for an amount which is unclear to me. For example, my XX/XX/XXXX statement shows no payments made, but I received several 4 letters dated X/X/17 saying that a payment of {$950.00} was received, 1 letter dated X/X/17 saying a payment of {$980.00} received & a letter also X/X/17 saying that a payment of {$960.00} was received. These payments are not reflected in a suspense account or any statement I received. I received a package dated X/X/17 for assistance saying I am 31 days late, contradicting the payment letters & statements. I then received a letter dated X/XX/17 saying I was in default & needed to pat {$2000.00} by X/XX/17 or foreclosure proceedings will begin. It is unclear to me what amount I owe, why payments have n't posted on my statements & why my past due days are inconsistent. I have also been charged legal & property inspection fees that do not seem justified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-13

West Harrison, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-13

Sylvester, 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

2017-07-13

Hinkley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan began XX/XX/XXXX. Prior servicer encountered no difficulty in receiving/recording payments. Commencing XX/XX/XXXX payment due date Account Statement indicates an amount due of {$270.00}. This amount was paid on or about XX/XX/XXXX. Late on XX/XX/XXXX an agent called to say that the wrong amount was billed on the statement and an additional amount was due immediately of {$1500.00} ( paid by phone ) to avoid being reported to the credit reporting agencies. Subsequent payments were made in the required amount due XX/XX/XXXX through XX/XX/XXXX. With the XX/XX/XXXX and XX/XX/XXXX statements Company indicates we are 6 months past due. No explanation given. Our credit reports indicate late and past due payments. Our credit is ruined and we are unable to get any kind of new credit or obtain a mortgage to purchase a home. We are unable to obtain/afford an attorney to help us with this matter. The situation has gone on now for almost one year and we have been unable to achieve any resolution with the Company. XXXX has opened an escalated investigation into this matter and thus far their efforts with Company have been unproductive. XXXX is getting the same treatment we are and getting no/minimal cooperation from the Company. Complete and verified electronic payment records have been submitted to the Company and XXXX, and are attached as scanned documents here. We have complete bank statements from the initiation of servicing by Company to further verify all payments have been made. It has been reported that this servicer has bilked XXXX out of XXXX XXXX dollars as has been revealed in a recently unsealed law suit by the Federal XXXX XXXX XXXX District Court. See STATEMENT attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-12

Des Moines, WA

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

2017-07-12

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

2017-07-11

Chesapeake, VA

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2017-07-11

Country Lakes, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-10

Bowling Green, KY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-10

North Chili, 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

2017-07-10

Three Bridges, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I been paying on a trail for a medication from Seterus since XX/XX/XXXX 2017!! loan number XXXX Now it going on 8 months and still no medication.. Call them and they tell me everything looks good and it taking sum time!!! Never missed a payment and put extra money in to escrow!!!
Company Response: Closed with explanation

Timely Response

2017-07-10

Franklin Lks, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-06

Flushing, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response