Seterus, Inc.

2017-06-19

Boynton Beach, FL

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

2017-06-19

North Chili, 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

2017-06-18

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX 2013 a Chapter XXXX Plan of Reorganization was confirmed b y the Federal Court for myself. Such plan included a debt reorganization of the subject loan with a Lien Strip on th e subject property to a fair market value of {$220000.00}, and an unsecured portion of {$94000.00}. The mortgage company had the option to apply fo r 11 U.S. C. 1111 ( b ) option to secure the debt in full but opted not to within the allotted time ( see plan of reorganization page 7 and 8 ). M ortgage company continues to claim the principal owed on the property is approximately {$300000.00}. The amount of the principal balance is incorrect, as are the way the payments have been applied, as per the Confirmed Plan of Reorganization and the bank needs has ignored my requests and refused to correct the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-16

Poway, CA

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

2017-06-15

IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX Used first-time homebuyer program to purchase my home thru XXXX XXXX for {$11000.00}. XX/XX/XXXX XXXX Sold to XXXX XXXX ( I do n't remember exactly ; or got in a bind and heard bout modifications. No other solutions were offered to me at that time and I did not know what else to do. Not the mortage is $ XXXX/ARM. Somewhere between XX/XX/XXXX-XX/XX/XXXX the loan was sold to XXXX XXXX and Seterus began servicing the account. No issues with payment. I am more stable and on top of things until I lost my job of 15 years in XX/XX/XXXX. I called Seterus to inform them of loss of work and was told there was nothing they could do until i defaulted. Other friends and family told me to call back and ask for principal reduction to help lower the payment. Seterus said nothing like that existed. I was getting unemployment at the time so the Seterus rep offered me 6 month forbearance type program where I paid smaller payments over 6 months ( ca n't miss any payments ) ; i made the payments on time but did n't secure a job in 6 months so i was given an extension to the same program. After 1 year i was told by Seterus that I did n't qualify for help anymore because I did n't have full time employment and I need to pay $ 10-12k to to bring my account current and avoid foreclosure proceedings. I borroed, begged, took money from my 401k to save my home. After the fact i learned about programs like XXXX XXXX XXXX and I-refi all of which my lender ( Seterus ) is a program partner. I have never taken equity out of my home and i owe $ XXXX. I 've tried a few times to figure out where things went wrong but I ca n't figure it out. I made calls to the lender but they are not helpful. I am underwater on my home. Comparable properties in my neighborhood are selling for $ 60- $ 80k. I ca n't qualify for any federal funding because my loan-to-home-value- is too great. I reached about again to Seterus for mercy and goodwill to give me a principal reduction so that I can qualify for assistance and save my home. I sent written correspondence this time as well. As of today, no response. I feel that there is something scrupulous that happened to me during this program when I was down on luck. How can I still owe {$160.00} on my home that I have been in for 15 years? I also ca n't find anything file at the XXXX County Recorder of deeds as to who is currently holding holding he mortgage for my property. Nothing on file after XXXX. I obtained a payoff letter just to see what kinds of information is on he document. Seems as though Seterus is charging me $ XXXX in " deferred mortgage '' I do n't know what that is or where it came from? I have no record that I owe any deferred mortgage. Please help me. : /
Company Response: Closed with explanation

Timely Response

2017-06-13

Nashville, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-13

Tallahassee, FL

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

2017-06-13

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is a follow up to a complaint about my servicer Seterus refusing to send me my monthly mortgage statements. After I submitted the 1st c omplaint, instead of responding, they sent me a notice telling me my payment was not received and was not 31 days late ( see attached ) and a modification package. My payment was paid including the late fee, that was incurred because they refuse to send me my monthly mortgage payment. This is an example of the company 's incompetence. SEND ME MY MONTHLY MORTGAGE PAYMENT STATEMENTS - ON TIME!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Katonah, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We purchased our home in XX/XX/XXXX for XXXX. We received a conventional mortgage with XXXX for XXXX. In XX/XX/XXXX we were approved for a HELOC with XXXX for approximately XXXX. In XX/XX/XXXX i became unemployed. I was out of work for 3 years. We reached out to XXXX many times to apply for assistance. With both loans we were unable to make the payments on our home. I remained unemployment for 3 years and our home went into foreclosures procedures. we did reach out to XXXX many times for help they were unable to assist us. XXXX sold our mortgage to Seterus inc in XX/XX/XXXX. we were taken to court and foreclosure procedures continued. In XX/XX/XXXX we filed for chapter XXXX bankruptcy. Our homes current value is XXXX and we currently owe XXXX for 45 years. We need extensive repairs as well to help increase the value of the home. When we purchased the home in XX/XX/XXXX for XXXX this price was way above the value of the home. It was at the height of the housing bubble. We also should not have been given a HELOC. It over extended our income to over 45 % yet we were approved based on the false value of the home. Seterus lost paperwork when we first attempted to modify Our mortgage during my unemployment status. After 8 months of waiting and call Seterus we had to start the process over. This was in XX/XX/XXXX Now we have been offered a modification for the current balance of XXXX for 45 years We will never be able to pay this off and at this time we need extensive renovations can not get a loan to make the repairs and upgrades because we are under water. The current value of the home is XXXX and our mortgage balance is 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

2017-06-13

Gilmore, AR

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-06-13

Katonah, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: purchased our home in XXXX XXXX for XXXX . We received a conventional mortgage with XXXX for XXXX . In XXXX we were approved for a HELOC with XXXX for approximately XXXX . In XXXX I became unemployed. I was out of work for 3 years. We reached out to XXXX many times to apply for assistance. With both loans we were unable to make the payments on our home. I remained unemployment for 3 years and our home went into foreclosures procedures. we did reach out to XXXX many times for help they were unable to assist us. XXXX sold our mortgage to Seterus inc in XXXX XXXX we were taken to court and foreclosure procedures continued. In XXXX we filed for chapter XXXX bankruptcy. Our homes current value is XXXX and we currently owe XXXX for 45 years. We need extensive repairs as well to help increase the value of the home. When we purchased the home in XXXX for XXXX this price was way above the value of the home. It was at the height of the housing bubble. We also should not have been given a HELOC. It over extended our income to over 45 % yet we were approved based on the false value of the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Los Angeles, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I. DISPUTE Case No. XXXX 1 ) Seterus Inc. 's response of XX/XX/XXXXwas not followed by more information but says, in regard to providing a " single point of contact '' that they may assign a " team '' as a single point of contact rather than any one individual. The problem with this response is that they have yet to identify any such " team '' by name or code number, so all correspondence, calls, emails, faxes, go to n o identifiable person, and I never know who should receive or has received my communications ; i.e. they still do not follow the single point of contact practice for all practical effect. 2 ) They also say ( page one of their letter to me ) their enclosed Account Statement incorrectly detailed the monthly installment of {$1600.00}. But they do not seem to say how they rectified the error. II. New Issues : 1 ) Seterus ' practice is to charge a late fee when a payment is received after the XXXX of the month. But my XXXX payment, which was mis-routed by the Post Office to Tennessee, still arrived by XX/XX/XXXX according to the certified mail receipt they signed. They said they would look into the issue but have not yet acknowledged their overcharge as of XXXX today. 2 ) Seterus has not remitted my property tax refund : As a low income/XXXX/senior citizen, I was granted a Property Tax Postponement. However, I have been paying my property taxes as part of my loan payment to Seterus. The XXXX XXXX County Tax Collector/Treasurer, which was paid my taxes by the California State Conroller, did not repay me but instead paid Seterus, so Seterus was paid TWICE, by me and by the county. My tax situation is supposed to be a " WASH '' so i do n't owe but am not shortchanged. But if I sold now, i would have to repay the state, and I already paid Seterus, so I would be paying TWICE, Seterus is getting PAID twice. That refund should be going to me so that there is a wash.Instead, i have been using the tax payment money that I was not supposed to pay, to pay for my bills and basic needs. So Seterus needs to repay me.
Company Response: Closed with monetary relief

Timely Response

2017-06-08

Fort Pierce, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-08

Green Acres, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-08

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX mailed mortgage payment for XXXX XXXX, 2017 ; XXXX/XXXX/2017-spoke to customer service rep at Seterus, Inc regarding payment because it had not been posted to account. CSR said give it at least 10 days. XXXX/XXXX/17-payment still not posted to account. at this point, I assumed payment was lost in transit and I put a STP payment on that check and authorized on-line payment from my Money Market account from a totally different bank. XXXX/XXXX/2017-payment posted to account, but funds not withdrawn from MMK account. I called Seterus again to enquire as to why. The CSR at Seterus told me it could take a few days before funds are actually collected. XXXX/XXXX/2017 I received a phone call from Seterus telling me my mortgage account was delinquent and how did I want to take care of it. I explained the chain of events that had already transpired with the payment. The Seterus CSR told me they were not able to collect the authorized payment because the account could not be found. I gave the CSR the MMk account info again and the payment was accepted. This puzzled me. I contacted XXXX XXXX to query the issue. I was told Seterus coded their payment request as a savings account instead of a MMK account and therefore were not able to collect my mortgage payment. Both parties acknowledge, no error on my part, but Seterus, Inc, the mortgage servicer has put the burden on me to provide proof of their mistake and has charged me a late fee and indicated that my mortgage payment was late. In 25 year, I have never missed a payment nor has it been paid outside of grace period. This is very unfair to me as a diligent consumer. XXXX/XXXX/2017 XXXX XXXX ACH supervisor again acknowledged coding error by Seterus but would not provide a written statement to that effect. My attorney suggested that I file this complaint to see if the issue can be resolved and my money for late fee is refunded and my payment record corrected.
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

2017-06-08

Corona, CA

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

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-08

GA

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX sold moved my mortgage to a debt collector playing mortgage handler ( Seterus ). I have been trying for 4 years to get Seterus to correct my information within their company and what is being reported to the XXXX credit reporting agencies. I have filed disputes and made millions of calls to all involved and eac h one p oints the finger at the other but NO ONE is fixing it. I have called XXXX XXXX who also contacted Seterus to fix the issue and was told they had to close the claim as the company said they would resolve it. It is not resolved and I can not get a re-fi because my credit is messed up and they refuse to look at me until it is right. Credit reporting agencies can not fix it unless they hear back from mtg company and XXXX has dropped the account all together off my credit. I have now lost out on the lower interest rates and am being held hostage by this company. Attorneys want to much money and NO ONE cares, within the government or their agencies, that there is fraudulent info on my acct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-07

San Antonio, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our loan is currently being serviced by Seterus. <P/> Recently our account was locked out from logging in online. <P/> We have tried resetting it, we have called and the people on the phone do not have the ability to unlock accounts. <P/> The website is unreliable and from the representative 's own words " sometimes works and sometimes does n't work '' We have been charged a late fee already
Company Response: Closed with explanation

Timely Response

2017-06-07

Atlanta, GA

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

2017-06-06

Alta, UT

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

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

2017-06-06

Seattle, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: -They keep charging PMI insurance while I payed 1.60049291 % of my mortgage price -They allow ( permit ) my la nd load to decide about my mortgage which they should n't involve at all about my mortgage. I only must make a decision about my mortgage. -They make open access information for my land load. They should not. Please help me, I 'm a single mom and trying my best all the time to support my life and keep my mortgage. Also, I have lack of knowledge to enforce them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-04

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage service r, Seterus, refuses to send me monthly statements. I have not received a monthly statement in over 1 year. I have no statements for the 2016 year and do not even know my loan number. <P/> I have not chosen to go paperless and use the statements to remind me to make the payment. My la st 2 pa yments were late because I get busy and then forgot. I had paid the late fee, but this is very disconcerting for me. I rely on the paper statements. <P/> This is a XXXX XXXX loan It is my understanding that there is a Periodic Statement Rule and Seterus is required to send me my statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-02

Dumfries, VA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-02

Kenilworth, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-01

Petaluma, CA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response