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 31
2017-05-04
Wallington, NJ
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-05-03
Nyc, 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
2017-05-03
Fort Pierce, FL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-05-02
Key Biscayne, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Seterus Inc , has failed to abide by the servicing guidelines in connection with the HAMP and Non-HAMP loss mitigation options by the Treasury department in connection and also failure to abide by the XXXX XXXX XXXX underwriting guidelines published on XXXX XXXX . On XXXX XXXX XXXX , Seterus Inc , denied our mortgage assistance request and claimed that we did failed to provide a " hardship '' letter. The record reveas that on XXXX XXXX XXXX , the hardship letter was provided. Therefore Seterus Inc have provided false information in connection with a Federal Program in order to acquire a denial. Upon receipt of Seterus correspondence, we contacted the servicer and was told that no other information was needed because were in receipt of a full package and that the loan was sent to underwriting. Following this conversation few days later, the servicer changed recounted their explanation for the denial and claimed that the application did not reflect the correct amount of the S.S Income provided. Seterus inc, claims that the application reflects the e S.S. Income of {$360.00} and the bank statement reflects other amount. We explained to the servicer that the application reflected the correct amount for the following reasons : 1. Only i XXXX XXXX executed the note and not my husband XXXX XXXX therefore my husband income has to be reflected under " contribution '' and not appropriate to be reflected on the S.S Income. My husband provide all applicable documents in connection with the treasury department guidelines, as well as evidence of contribution and well explained. The bank statement reflects the amo unt i receive of S.S Income w hich is exactly what i receive, while servicer claims that i did not provide the full amount. Servicer i s playing stupid and claims that I receive {$650.00} of S.S Income and also {$360.00}. The record revelas that the {$650.00} is my husband S.S Income and n ot mines. He furnished, bank statements to prove this and also explanation letter. It is obvious that Seterus continues to act in bad faith in connection with a federal program. Be advised that the servicer denied our previous mortgage assistance request, although we abided by the trial payments. On the second payment Seterus cancelled the loan modification claiming that we did not provided the " PMI '' amount. We made two payments pursuant to the amount reflected on the approval however they claim that we had to add the PMI our selves. Seterus filed a lawsuit after the denial which is what they really what had in mind all along. Seterus has acted in bad faith and we request that they reopen the mortgage request.
Company Response: Closed with explanation
2017-05-02
MA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: **************************************************************************** ***** FORECLOSURE SALE DATE : XX/XX/XXXX ( XX/XX/XXXX ) ******* **************************************************************************** After a job loss ( self-employed ) which set my XXXX XXXX mortgage significantly behind and into foreclosure status, I resolved the hardship and entered a trial repayment loan modification agreement with XXXX beginning in XX/XX/XXXX ( attached ). <P/>In XX/XX/XXXX, the servicing of my loan was transferred to Seterus. I was told by Seterus there was nowhere to send my trial repayments while the loan was in transfer, and they were not sure whether they would honor the existing loan modification would be honored. <P/>I called repeatedly in the coming months, several times a week, sometimes daily to find out where to continue to send my payments as agreed. At first my records were n't available for what seemed like an inordinate amount of time. Then, once available, no one could find the loan modification paperwork in the transfer documents, nor knew whether the agreement would be honored by Seterus. They continued to advise me not to send in any payments. <P/>After several weeks, Seterus was still unable to find my loan modification paperwork so on XX/XX/XXXX, I faxed them a copy of the loan modification letter I received ( see attached ). Weeks after faxing it they said they must still be processing the document because they could not find it. ( I was told later they coded it under an incorrect title -- and every time I called could not find it. ) I continued to call daily but never received any definitive answer on what would happen with my loan or loan modification. While it was still in a foreclosure state, they would not accept any payments. I was in long-term limbo. <P/>After several unsuccessful months of frustrating phone calls, hours on the phone, and no results, I ultimately gave up making the calls. For the remainder of the year, I did not receive any communication from Seterus, aside from a monthly paper bill showing the total arrears ( which I could not resolve ) and under the direction NOT to send in the monthly mortgage payment. My hands were tied. <P/>Without warning, in XX/XX/XXXX I received a Foreclosure Sale Date of XX/XX/XXXX with less than 30 days to make good on the loan. I immediately called Seterus and was told the policy had been established that loan modifications in progress at the time of transfer would not be honored by Seterus. I would have to apply for a loan modification again, and there was no guarantee given the short window of time that it would be processed ( or approved ) before the Foreclosure Sale Date. However, they said if I could get everything in, they could possibly expedite it in 15 business days. <P/>I mobilized, prepared and uploaded all documents requested as quickly as possible, and uploaded them by XX/XX/XXXX. I confirmed receipt by phone, and was told electronic signatures were sufficient. I called daily to check on progress -- waiting again. On XX/XX/XXXX, I was told that electronic signatures were not sufficient ( even though I was told twice Seterus had everything they needed to advance the loan mod packet, including the electronic signatures ) so no processing had begun yet. They made no attempt to inform me of the new requirement for the wet signature, even though I asked them to phone, email, or use their proprietary email system to notify me immediately of anything else they needed. I resubmitted paperwork within 4 hours with wet signatures. <P/>I was also told that a new policy, effective immediately, required 37 days to process any loan mods. I requested that they consider expediting my application with the Foreclosure Sale Date so near, given my circumstances. <P/>On XX/XX/XXXX, I was told the package was reviewed in part by Loss Mitigation, but would take more time. On XX/XX/XXXX, I was told that the package was still in review. I requested it be expedited. I am still waiting to hear. <P/>I have been calling daily, at times twice daily, to find out if there any any updates on a new loan modification. I am hopeful Seterus will process my loan modification with a positive outcome, but time is running out. I am not sure what I will do if they do not push the Foreclosure Sale Date out, or decide at the last minute the loan modification will not be an option. I feel as though they should have been held accountable to honor my initial agreement with XXXX in the first place, and have since put a series of delays and roadblocks in place that continue to work against me. I would simply like to pay my mortgage and remain in my home of 23 years. <P/>I appreciate any help you can offer.
Company Response: Closed with explanation
2017-05-02
Reidsville, NC
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-02
Coconut Grove, FL
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
2017-05-02
Coconut Grove, FL
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
2017-05-01
FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Your office advised on XXXX / XXXX / 17 that a missing items letter was sent on XXXX / XXXX / 17 , which that letter has still yet to be received - we were told we had until XXXX / XXXX / 17 to provide the missing items which were 30 days of consecutive paystubs - we were told today XXXX / XXXX / 17 that the file is complete and those docs needed were in fact received on XXXX / XXXX / 17 as stated in the missing items letter - today XXXX / XXXX / 17 we were advised that the file is complete but the review would not be completed and the sale would not be postponed for the review because it was to close to the sale date of XXXX / XXXX / 17 - this file is being deemed complete in accordance with your missing items letter, therefore the file 's review should be completed in accordance with RESPA and you r OWN missing items letter. Please consider this correspondence to be formal notice that our mutual client is hereby appealing the denial of loan modification because your company failed to provide the required notice of additional required documents w ithin five ( 5 ) business days in violation of Regulation X, 12 C.F.R. 1024.41 ( b ) ( 2 ) ( B ). Therefore, this client 's application was entitled to be treated as facially complete pursuant to Regulation X, 12 C.F.R. 1024.41 ( c ) ( iv ). Please suspend foreclosure during this appeal in accordance with Regulation X, 12 C.F.R. 1024.41 ( g ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-29
Paterson, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-04-29
Tampa, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My complaint involves my mortgage servicer 's rejection of a principal reduction payment, after several years of accepting such payments. My loan servicing was transferred to Seterus a few years ago. I have a loan modification where my interest payments are escalating to a maximum of 5 %. Under the modification agreement I recently received a credit of {$5000.00} for making timely payments. Seterus subsequently offered to recast my loan ( crediting the {$5000.00} to reduce the principal of the portion of my loan that is subject to interest charges - I have an additional loaned amount where the interest is currently deferred ). I accepted the recast offer. For the last few years I have routinely paid Seterus extra each month, to reduce the principal of my mortgage loan that 's subject to interest charges. These added payments have been accepted and show on my past statement as " principal reduction payments. '' So I was very surprised when I received my XXXX 2017 statement, to see that while I was credited with a {$49.00} principal reduction on XXXX XXXX, 2017 ( made as an addition to my due XXXXX 2017 mortgage payment ), Seterus then reversed that added payment on XXXX XXXX, 2017. The statement was accompanied by a sheet titled, " Explanation for Holding Payments in a Suspense Account. '' That sheet does not refer to principal reduction payments, and its language implies they are holding my principal reduction payment to apply toward my next mortgage payment. ( I had already sent them my XXX 2017 payment before receipt of the statement, consisting of due payment in full plus an additional principal reduction payment. ) This is the first time my principal reduction payment has been reversed. I do n't understand why I can no longer make added payments to reduce principal. I have been unable to reach Seterus customer service by phone after attempting to do so a dozen times. I then sent an email to their email address as listed on my statement, and it bounced back as not being accepted by their server, even though the address is correct. Can you help me get this straightened out?
Company Response: Closed with explanation
2017-04-28
Baltimore, MD
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
2017-04-28
Alexandria, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Im writing the present letter to state my disappointment with the way how SETERUS has been handling the processing of my request of my loan modification that I can resume as following : - The main reason of my hardship was a separation with my former husband, and his resign over his rights on our marital property of the reference through a Dead of Gift, signed and recorded on XXXX VA XXXX XXXX in XXXX . - I was approved for a Trial Loan Modification in XXXX XXXX , and I paid my f irst three months trial payments through an automated payment withdraw from my checking account on the amount of {$900.00} ( {$650.00} P+I plus {$240.00} escrows ) every month, as your letter the second page clearly stated. - After completed my trial payments ( XXXX , XXXX , XXXX ), I didnt receive my Permanent Loan Modification docs, and SETERUS requested to continue with my trial and your Customer Service Department extended automatic withdraws from my checking account for three additional months.
- After several phone calls requesting my final loan mod agree ment SETERUS indicated that these documents were mailed to my ex-husband attorney in Florida ; these documents never were delivered to my Primary Residence address ( see reference ). SETERUS stated that the reason for this procedure was because my ex-husband filed an individual bankruptcy chapter XXXX at the beginning of our separation process ; this case, later on, was dismissed on F lorida Federal Bankruptcy Court, but ev en that SETERUS continue with this wrongful procedure denying my rights to receive written communications in regards my request for a loan mod. - On XXXX / XXXX / XXXX , exhausted to make phone calls to receive updates from SETERUS ( since I never received any written communications ) I contacted XXXX XXXX ( my mortgage investor ) and Consumer Financial Protection Bureau to a formal complaint against this wrongful and unfaithful procedure against all parties involved in this financial transaction. Up to date, there is still no response to this above-mentioned complaint. - On XXXX / XXXX / XXXX I realized that my permanent loan mod agreement had been posted on SETERUS website. The agreement was signed, returned and received by SETERUS on XXXX / XXXX / XXXX . After that I received, I received in XXXX copy of my approval letter dated XXXX / XXXX / XXXX that stated a due date to return this signed agreement no later than XXXX / XXXX / XXXX . - Yesterday XXXX / XXXX / XXXX , I cal l one more time SETERUS requesting my signed copy of my Permanent Loan Modification Agreement, and for my surprise, my servicer requested a payment of {$2300.00} corresponded for behind payments (????? ) not stipulated on my loan modification agreement (!!!!! ) ; in addition SETERUS stated that due date to receive these expires on XXXX / XXXX / XXXX , and they will cancel this loan modification and immediately initiate a foreclosure procedure in case do not receives these funds. In addition that my approved loan mod regular payments will be {$1100.00} instead of {$900.00} as permanent loan docs indicated. Finally, as you probably can imagine my frustration and pain after all these months, I just fulfilled religiously the trial payments approved on the dates and amount stated by my servicer and advised by my HUD Certify Housing Counseling Agency, I do not understand why SETERUS has to : - Demand additional money that ne ver was specified in my loan mod approved. - Denied my right to receive direct and written communication on my name and address, since I proof with documents that currently I am the only owner of this property. - Denied my right to receive signed copy of my loan mod agreement, ( please refer to my yesterday phone conversation with servicer SETERUS where they specific stated that they WILL NOT send a copy of my loan mod agreement basis on the fact that already was accepted ). - Continue providing information about my property and my mortgage to my ex-husband and whoever he decide on the future to be involved since he is no longer owner of my residence. I will appreciate investigating SETERUS procedures, and provides me and immediately and satisfactory resolution to all these valid concerns. Sincerely
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-28
Cypress, CA
False statements or representation
Debt collection: Mortgage debt
Attempted to collect wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-28
Calumet Park, IL
False statements or representation
Debt collection: Mortgage debt
Indicated you were committing crime by not paying debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-04-27
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 manipulated my payments. During the last 12 months, instead of XXXX entries to my amortization schedule, Seterus proudly presented me with a XXXX page report with XXXX entries to my account. Criminals do this to launder money. They just need to adjust to the amortization schedule, go back to the principle and interest on the original loan, and report to the credit agencies my prompt payments This problem started when they failed to pay my real estate taxes, paid the balance twice which put me in a contrived deficit. The misappropriate escrow funds, misapplying my payments. These people are unable to process payments and should not be allowed to do so. If legal ethics were applied, they would be considered out of trust and be banned from practicing law.
Company Response: Closed with explanation
2017-04-27
Marietta, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Closed with explanation
2017-04-27
VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: seller is deceased and heirs put property up for sale. The property is encumbered with XXXX mortgages and the XXXX is being paid in full. The XXXX approved a short sale on the property and when we requested the payoff on the XXXX we were unable to get the figures from the lender. The lender is foreclosing on the property XXXX and we have an offer that can close later in the week with a full payoff including all attorneys fees. We are trying to get a postponement on the foreclosure so we can settle the new buyer and payoff the entire balance. I contacted the law firm conducting the sale and they claimed that they have notified the servicer but that they are not obligated to even acknowledge the request.
Company Response: Closed with explanation
2017-04-27
Newark, CA
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2017-04-27
Rincon, AZ
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
2017-04-26
College, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-04-26
Bohemia, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I was making my mortgage on time and then a person called me on my phone from XXXX they told me not to pay the bank so i make payments to them each month a total of {$6000.00}. Then they told me I did not qualify because I was working off the books on my job. Then I started working with the XXXX and now I am a XXXX XXXX for about 3 years now. First my loan was with XXXX XXXX , then XXXX XXXX XXXX , then XXXX and now Seterus. Each bank I send all papers all paystubs everything they want. Then I receive a letter from Seterus saying I could not get the modification because I did not give them the initial payment. They never sent me anything about the trial payments. Please help me save my home.
Company Response: Closed with explanation
2017-04-26
Washington, DC
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-04-26
Burns Harbor, IN
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
2017-04-26
Stevenson, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: in XXXX XXXX XXXX I made my payment early and extra on my principle and when I did that my whole payment went a suspense account, I called to get it resolved and was told that it was. My XXXX statement came and still was not correct I was then charged a late fee on top of my regular payment which I was told it was going to fixed. I was then told to make the late fee payment so that they could apply the XXXX payment and once I did that they would reverse it out and apply it to XXXX payment. I have called and called spend over 40 ho urs on the phone with the company who say that they are fixing the mistake and I am told it was fixed and it was in fact not. I have been making my payments on the XXXX or XXXX of each month for the following month and I am being charged late fee and penalized for their mistakes. They are calling me today telling me that I now owe over {$400.00} in late fees and that I still owe XXXX payment when it was paid on XXXX XXXX XXXX . Seterus customer service reps have threatened me with reporting this as bad credit. This is not my mistake this is theirs. I want it fixed.
Company Response: Closed with explanation