Seterus, Inc.

2017-07-06

Englishtown, 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

2017-06-30

Newnan, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: home was purchased in XX/XX/XXXXwith a loan ( {$220000.00} ) amount of 95 % ( {$230000.00} ) of what the home was worth. In XX/XX/XXXX the home was assessed by the city to be worth {$320000.00} ; I called the bank to ask for the removal of the private mortgage insurance and was told that it was not possible. They stated that I could not have an independent appraisal and that I needed to pay them to have the home appraised and even if the appraisal came back to be the {$300000.00} that would not guarantee the removal of the PMI. When I asked what was the automated assigned valve that they assessed to my property ; the bank refused to give me a value. Though in XX/XX/XXXX the property was assessed at {$330000.00} and XX/XX/XXXX {$340000.00} ; the bank has consistently maintained over the past 3 years that regardless of what the assessed value of the property is, that will not determine the elimination of PMI. I have been asking for the past 3 years to have the PMI removed based on the value of the home and the bank has refused to give me a definitive answer as to when this will happen though my loan is currently less than 70 % of the home value. <P/>In XX/XX/XXXX my monthly payment was {$1700.00}. As of XX/XX/XXXX my payment was increased to {$2000.00} without any explanation though my insurance was only increased by only {$65.00} annually and taxes between XX/XX/XXXX and XX/XX/XXXXwas only increased {$90.00} annually. My monthly payment on a 30 year fixed rate mortgage has increased {$250.00} per month without any justification or explanation. <P/>In XX/XX/XXXX I was told by the bank that my escrow account was short {$1000.00} and I needed to pay that amount to avoid an increase in my monthly payment.This amount was paid in XX/XX/XXXX to Severus but my payment was still increased. I have not received any explanation of where the money went and was not issued a credit towards the following month or a refund.
Company Response: Closed with explanation

Timely Response

2017-06-29

Newark, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-29

Norfolk, VA

Credit monitoring or identity theft protection services

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

Problem with product or service terms changing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-29

Baltimore, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-29

Homestead, FL

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

2017-06-28

IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Plan of Reorganization ( the " Agreement '' ) was approved by United States Bankruptcy Court effectively XX/XX/XXXX . I am now on my 3rd servicer effective XX/XX/XXXX . The first two servicers, XXXX and Seterus, respectively refused to acknowledge or abide by the Agreement as set forth. The have returned payments, refused payments, sent inaccurate year end reporting and escrow accounts in spite of persistent emails, phone calls and direct mail correspondence outlining specifically the agreement. I have been unable to sell the property because they have refused to give me a payoff amount. I cant afford my Bankruptcy attorney
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-28

Traver, CA

Unable to get your credit report or credit score

Mortgage: Other type of mortgage

Complaint: This administrative complaint is being submitted on behalf of the borrower by her advocate. Borrower filed bankruptcy chapter XXXX in 2012. The mortgage loan was not included in the bankruptcy. The bankruptcy was discharged. Mortgage loan servicer ( Seterus ) refuses to send mortgage statements stating, " ... the borrowers are no longer contractually obligated on the debt and we are prevented from attempting to collect said 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

2017-06-28

Homestead, FL

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

2017-06-28

Chester, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-28

Chicago, IL

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

2017-06-27

Lathrup Village, MI

Incorrect information on your report

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

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

Timely Response

2017-06-27

Duncan, NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-27

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I paid my monthly mortgage XXXX-2017, I added XXXX to be applied to my principal. They used my money for two future mortgage payments till XX/XX/XXXX, I called, the girl no understand English, I do n't speak 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

2017-06-27

Lk Buena Vis, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To whom it may concern, I spoke to a customer service rep with Seterus by the name of XXXX XXXX today. I explained how exasperated I was with the Seterus by the ruling they and XXXX made against me concerning my recent mortgage payoff in XX/XX/XXXX. My account number is XXXX. I have contacted XXXX website and voiced my displeasure with their decision and hope to be getting a response from them earlier next week. I hope to get the Two {$15.00} appraisal review fees over turned by them but in the meantime I am going to continue to press the management team on several issues related directly to monies owed me by Seterus Mortgage Inc. There should be plenty of documentation where XXXX XXXX XXXX admitted fault for holding my XX/XX/XXXX and XX/XX/XXXX mortgage payments form XX/XX/XXXX. At the time I made these mortgage payments, I didnt realize that Seterus had taken over my loan. I never did get a response as to why XXXX had held these two payments for as long as they did but you can see they were made out in plenty of time to for these two mortgage payments to be paid before the XX/XX/XXXX of the month. I know after talking with your customer service reps that all my payments from XX/XX/XXXX thru the following XX/XX/XXXX were received and debited on or before the XX/XX/XXXX of each month. I send put my payment in the mail on the XX/XX/XXXX of each month and have never once received a late fee for a payment being after the XX/XX/XXXX of the month until XX/XX/XXXX ( my final payment ). I spoke to XXXX XXXX in XX/XX/XXXX about this very issue and after investigating my claim he realized that Seterus had sent out the payoff/wire instruction letter on XX/XX/XXXX. My question to him and all the folks Ive spoken with during all the times I called in concerning this matter is why that payoff letter wasnt sent out some time in XXXX, well before the time my XX/XX/XXXXpayment was due? To date, not a one of you folk have been able to give me any answer to this very legitimate question. XXXX and I both discovered during that phone conversation that my XXXX payment and that payoff letter had crossed in the mail. I figured at that point that you folks would have reversed that {$36.00} plus the additional {$10.00} fee once this information could be verified. Seterus must have a mail department that logs in both incoming and outgoing mail. If so there has to be a log that will verify the date my XX/XX/XXXX payment was received not to mention the date that pay off letter was sent out to me? I made my {$910.00} mortgage payment the way I always have. You can be sure I would have sent in that check in certified funds as Seterus requested and for the amount of {$830.00} instead of the {$910.00} had you sent that demand payoff letter before I made that final mortgage payment. The reality is, I received that payoff/wiring instructions letter after the fact and so I cant imagine how you could hold me responsible under these circumstances. I have no experience paying off a mortgage in its entirely and so you folks should not assume or expect me to know that certified were expected when it came to making that final mortgage payment. I feel like a victim here and from the time I realized my loan had been transferred I have spent hours on the phone with both Seterus and XXXX XXXX XXXX trying ny best to straighten out this mess. I received an apology and the assurance from XXXX XXXX XXXX back in XX/XX/XXXXsaying that everything including all late fees and corrections to my credit report had been taken care of by them so I thought this matter had been resolved. It wasnt until I received that payoff letter by Seterus that I realized there were still outstanding fees due on my mortgage account. By the way, at that point these additional fees of {$36.00} and that {$10.00} fee was not even levied against my account. It was only after Seterus held my mortgage payment until XX/XX/XXXX that these two additional fees were added to my total payoff. By that payoff letter I owed {$830.00}. That final payment from check # XXXX for the sum of {$910.00} was an overpayment of {$73.00}. When you add those late fees of {$36.00} and the {$10.00} that makes a total of {$110.00} in money that I am respectfully asking Seterus to refund me. I also want the two {$15.00} appraisal fees refunded but at this point am not sure if it is XXXX or Seterus Mortgage I need to look for reimbursement for these charges that should not have been charged against me in the first place. I am prepared to bring XXXX XXXX XXXX back into this situation if needed but I assume you have documentation from them to prove I made both the XX/XX/XXXX and XXXX payment on time. If you folks have any questions I can be reached at XXXX and my cell is XXXX. Thank you for your further consideration into this matter and hope to hear back from you soon. Sincerely, XXXX XXXX I have many personal supporting documents, checks and bank statements if needed. This ordeal has been going on since XX/XX/XXXX. I thought everything was resolved until XX/XX/XXXX. I have pdf files that show my communication with Seterus Inc for the months of XX/XX/XXXX through XX/XX/XXXX. I finally decided to take this to the state and federal level to see what could be done to get monies I believe Seterus owes me. I would be glad to share all my correspondences with Seterus if you 'd like me to forward these files to you. I look forward to working with you folks to hopefully get this over payment matter resolves once and for all and hope to talk with you in the near future sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-06-26

Chicago, IL

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

2017-06-26

FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: This is regarding CFPB Complaint Number : XXXX which has been closed. <P/> Your correspondence dated XX/XX/XXXX you are providing an update, I appreciate it. I have given time to Seterus to provide me with the necessary documents but to date, this has not happened. I have been in continued contact with Seterus and they continue saying the same thing " this is a lengthy process and you should be receiving the assumption trial period plan shortly ''. To date, I have not received anything. My home is in foreclosure with a trial date ofXX/XX/XXXX. Seterus states they have never prepared a divorce assumption with both parties alive, they have done this once a party/spouse passes away. I understand this and appreciate it but I have been waiting since XX/XX/XXXX to receive the Trial Period plan and this matter has been ongoing since XX/XX/XXXX when I was approved for a loan modification but it was under my ex-husband 's name. Basically it has been a little over a year and still no trial payments have been offered, nothing. <P/> My family is anxiously waiting to resolve this matter, my ex-husband is taking me to Court tomorrow XX/XX/XXXX to try and make the Court force our home to be sold. This is just incomprehensible. I just want to save my children 's home and have a roof over their and my elderly parents ' head. More time goes buy the more money they tag onto the mortgage. What happens if I ca n't afford the trial payments because the mortgage amount is too much since it will include Attorneys ' fees, late fees, and everything else. Last I knew, the mortgage owed to date was approximately {$400000.00}. The homes in the area and the comparable properties estimate our home to be valued at no more than {$350000.00}. The amount keeps going up but property values do n't, what can I do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-25

MS

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am trying to refinance my mortgage through XXXX XXXX . My current mortgage is serviced by Seterus. On XXXX XXXX , 2017 I contacted Seterus to request a payoff qoute. I was told that it could take up to 7 days. I called seterus to follow up with the status of the payoff on XXXX XXXX , 2017 And was told that the request had been cancelled. They stated that my account was in a review process and they would not send the quote until the review was complete, up to 160 days. Also they will Not give me access to MY mortgage account information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-22

Katy, 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

2017-06-21

Acworth, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-20

Urbandale, IA

Incorrect information on your report

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

Account information incorrect
Complaint: Seterus has mishandled my funds. They have entered over 300 entries to my account instead of just 12. The resulting errors which are obvious by the amortization schedule. As a result, Serterus has falsely reported information to the various credit agencies. It does not reflect my exceptional payment record, reports delinquent amounts and overstates my balance. Seterus refuses to accept the amortization schedule and yet will not provide me anything, other than 30 pages of false entries made to my account. They have manipulated a simple entry.
Company Response: Closed with explanation

Timely Response

2017-06-20

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is an update to my complaint previously submitted. Seterus refuses to send me monthly mortgage statements. It is the law that the servicer must send me monthly mortgage statements. They refuse. Attached is a letter stating they are sending me payment coupons. Sorry, this is not in compliance with the law. I do not care what their policy is, send me the monthly statement! I have a right to know how my money is being applied to the loan and whether it is being done correctly. I have a right to see the impound account and what is being paid out on this loan, along with itemization on the loan balance I do not want a coupon book where the service company is not showing what is going on with this loan. Comply with the law!!! Send me the monthly statements, not a coupon book.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-20

Ridley Park, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I missed a morgage Payment over a year ago and have been trying to pay it back, I offered a XXXX a month and was told no, I finally made arrangements with one of their Agents, and it was doable for me, I am paying off other debt thru XXXX XXXX XXXX, I am trying to do the right thing. Than they tell me no it was Agent error and I have to pay an extra XXXX a month!! I missed one morgage payment in my entire life!! I have asked to have the payment tacked on to the end of my loan? Why not? All I get is you have to modify your loan which I have tried but they say I never sent the paperwork in properly, even after I got a non profit document co to submit it for me! One of their agents said they could take my home! How dare her! which I doubt missing one payment. I got a new job things are looking up but I can not afford to have so much taken out of my paycheck! Add to the end of my loan!! I have attached the payment plan I first agreed to and the second document is the plan they said I have to abide by. I had XXXX and when I missed one payment they sold me to Seterus. 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

2017-06-20

Manhattan, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-19

Cortland, 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