Seterus, Inc.

2017-04-07

College Park, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-07

Winton, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am filing a complaint against Seterus Inc . In XXXX of XXXX I applied for a refinance on two properties. XXXX held one of the mortgages. I called XXXX on the first week of XXXX to request all of the information on my loan. I was told it would take 8 business days. After four business days my lender asked if we could try and get it sooner so that we could close. I contacted Seterus again and they told me to go on their website and retrieve the documents I needed. After several failed attempts, I called Seterus back and they were not able to tell me why I was not able to retrieve it. I was also told that the person that took the first request for the information did not put it in the system, so it would be another 8 business days before I could get it. I contacted my lender and she told me that was unacceptable and they should have given me the information. Together, we did a conference call and asked for a supervisor. The supervisor then assured us we would receive it in 3 business days. That did not happen so we had to do another conference call. We asked for a supervisor again, the man that was placed on the phone was very rude to the lender and myself. He became very irritated and asked if he was being recorded, my lender replied she was on a recorded line so he denied anything further to say if he was going to be recorded. My lender then hung up from the call, so I asked him for my information. He could not tell me the information I was requesting which was how my payments are broken down to taxes, principal, insurance, etc. Seterus has had my loan since XXXX, I have paid them more than the payment asked for every month thinking it would be paying down my loan. It was a thirty year fixed and since they have had it, my monthly payment amount has gone up 4 to 5 times. This company needs to be investigated they lie to you everytime you call to get any information. Everything that I have been put through due to them could have cost me my loan and my interest rate. The other refi I did with another bank gave me my information in one week and returned my XX/XX/XXXX payment in full. Seterus did not return my XXXX payment and they prolonged my funding. This is not acceptable as this company should be held accountable for the stress they have put me through. Companies that treat their clients like this should not be allowed to operate. I know that there are hundreds of people like me that Seterus has treated unfair and like myself put me in a stressful situation. Seterus should have given me my information in a timely manner and should have been professional about it. I never was late or missed a payment. I would like my XXXX payment and any other money that they owe me returned. I can not stress enough how this company should not be allowed to operate in the manner that they have. They need to be stopped and investigated and not allowed to hurt any other consumers.Please investigate this company I could have closed sooner and saved money and time.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-06

Katy, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-04-06

Cheverly, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-04-06

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus has kept providing more and more roadblocks to me being able to call in and do business with them. Now, they will not speak with me and will only transfer me to a XXXX. I do not have a call back phone number and XXXX has never answered her phone when I 've called or been transferred to her. In addition, a supervisor named XXXX said that she intends on locking down my account so that I ca n't call in and make payments anymore. She said it 's because I filed a CFPB complaint against their company, which I do n't believe retaliatory behavior is lawful.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-05

E Strodsburg, PA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-05

E Strodsburg, PA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-05

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-05

Port Chester, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Bay Point, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Gainesville, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus purchased our mortgage from XXXX in XX/XX/2013. I 'd like to state, in twenty three years of providing mortgage payments we have never miss a single one nor have we been late, however Seterus automated collection business claims we owe {$1400.00}. ( plus interest ). They started sending us harassing collection letters monthly threatening to default on our mortgage if not paid. ( very troubling ). Their action is deliberately damaging our credit score. I have contact them on several occasions asking them to explain the amount claimed due, I 've made copies of all paid mortgage check from the past three years and fax over to Seterus but, customer service personnel fail to explain the amount they say is owed. I 've ask to speak to their supervisor in regard to the letters and was told by the supervisor its an automated system letter and will stop once the faxes sent in have been validated. But the letters continue, and our credit score continues to suffers, what repercussion do we have?
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

Birch Run, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In reference to complaint # XXXX, Seterus quoted the following : " if Borrower is obligated to pay Escrow Items directly ... Borrower fails to pay the amount due for an Escrow Item, Lender may exercise its rights under Section XXXX and pay such amount and Borrower shall then be obligated under Section XXXX to repay to Lender any such amount. ". This is not valid in my case. Because, I am under monthly payment arrangement with the County of XXXX to pay my property taxes. Therefore, 'Borrower fails to pay the amount due for an Escrow Item ' does not apply in my case. XXXX mortgage probably recognized the mistake, and did not open a regular escrow account in which they will make the payment of property taxes as part of monthly regular mortgage payment. XXXX mortgage payment resulted in excess payment of property taxes and the County of XXXX returned the excess payment to me. Seterus also made the same mistake and failed to check either with me or with the County of XXXX whether there is any payment arrangement. Seterus ignorance of XXXX actions and their own failures to verify the status of property tax payment arrangements, they opened escrow account resulted in serious financial damage.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-04-03

Bonneauville, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-02

Las Vegas, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus will not send me a monthly statement on our Mortgage despite several phone calls. I have also asked them to fax statement and they state that they can not send to e fax. I can not access information online. I have sent a letter requesting statement and received a non responsive answer to my request. I need monthly statement for another Bank ( XXXX ) that I am trying to work out a loan modification on. They will not move forward on my modification until I obtain Seterus 's statement.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-02

Communication tactics

Debt collection: Mortgage

Threatened to take legal action
Complaint: This is a simplified version of my story. A ) XX/XX/XXXX Seterus Inc., a debt collection agency acquired my mortgage from the original lender without proper notifications despite my mailing address was readily available from the original lender. Seterus 's lack of due diligience caused considerable confusion and delay in payment at my expense. B ) XX/XX/XXXX Through relentless effort I was able to find out that Seterus has acquired my mortgage, and to whom payments were to be made. I protested about the lack of notice, and the late charges incurred from the delay. Seterus ignored my complaint. C ) XX/XX/XXXX, during my absence from home, Seterus hired a security company named XXXX broke into my home, changed the locks, looted its contents, and shut down the water and electricity, all in the name of 'securing an abandoned property '. I returned home only to find myself locked out. I complained immediately to XXXX about the invasion, citing the fact that as of the day my account was entirely up to date. Police report was filed, and subsequent negotiation with XXXX resulted in a signed release for a {$800.00} compensation from XXXX, which barely compensated from an estimated {$4000.00} loss on my behalf. D ) XX/XX/XXXX, I lost my job and under severe financial hardship, so I turn to Seterus for assistance. I 'm seeking first to delay payment for six months as well as a modification. My intention is to gain time so I can concentrate on landing a new job. Seterus, despite of its letters expressing understanding and a willingness to work with me, actually had no interest in anything other than to foreclose my home and default my loan. My credit ratings, which were very high and spotless until Seterus appeared in my life, too a stright dive to the bottom, and thus gave Seterus a flawless excuse to denied any form of modification. E ) Seterus insists on using paper mail as main form of communication, and would not hesitate to mail multiple letters and statements that were either repetitive, contradictory, and always confusing. As an example, I 've received at least XXXX copies of the forebearance agreements over several months, each with a different dollar amount. Calling Seterus on the phone is a pure waste of time. My forbearance agreement is to take effect from XX/XX/XXXX and lasts for 6 months. During this time I still get plenty of threatening letters and statements saying my account has defaulted. I wrote to Seterus in XX/XX/XXXX seeking clarification and requesting an extension, only to wait another month for several vague responses and more defaulting note. A letter from XXXX XXXX XXXX send a letter informing me that they are taking over the matter and are about to take over my home. F ) On XX/XX/XXXX, a notice was taped to my front door with my full name and details of the loan, and a foreclosure notice stating the property will be for sale at a public venue at the place of holding the curcuit court at XXXX on XX/XX/XXXX. I have no ill intention at avoiding my financial responsibilities, and I 've been living in this house for over 10 years. The mortgage was 2/3 paid off without incidents and the final 1/3 would soon be repaid if I still had my job. Furthermore there should be plenty of lenders willing to work with me and assist me fairly and honestly, especially since I 've had a clean financial history before Seterus appeared. There is no doubt in my mine I have been victimized by a predatory company whose real goal is to prey on those at their most vunerable time. I have worked hard all my life to finally own the house I have now, and I would not allow this predator to use such dispictable tactics to acquire it. I need to know what I can do at this point to save my most valuable possession. Please provide me with help and guidance. Much appreciated, and thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-31

Cresco, PA

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-03-31

Fleming, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-31

Alliance, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Cheverly, MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Seterus has been stringing my along with a loan modification since XX/XX/XXXX. All documents were received and the trial payments were complete. They informed me my Quit Claim Deed was invalid, because my ex-spouse ( who filed bankruptcy ) signature is not on it, but rather his bankruptcy trustee signed the deed on his behalf because he surrendered his rights to the property. The bankruptcy trustee has the authority to act on the ex-spouses behalf. I purchased his shared of the property from his bankruptcy trustee and a new deed with only my name was recorded in the County and at the Bankruptcy court. 7 months later and Seterus has still NOT approved the modification and found every excuse to not move the modification forward .I contacted XXXX ( XXXX ) to assist with an affordable loan modification on XX/XX/XXXX and ALL documents, RMA application, pay stubs, XXXX, hardship Letter, utility bill, HOA statement were all sent in to Seterus, I even signed the third party authorization to allow the rep from XXXX to communicate and negotiate an affordable mortgage for me. I also contacted XXXX to make a complaint against Seterus. XXXX is completing an investigation. I recently received a letter from Seterus stating my escrow account had a surplus and because my account was delinquent, the funds would be held. Seterus had to respond to my complaint w/ XXXX , and now Seterus is stating that I need to pay {$4800.00} for escrow shortage, if I want them to honor the OLD MODIFICATION that was submitted in XX/XX/XXXX. How do I go from having an escrow surplus for nearly {$1800.00} to a {$4800.00} shortage?? XXXX submitted a mod packet on my behalf for an affordable mortgage and affordable payments but Seterus has NOT replied to the XXXX modification package that was sent on XX/XX/XXXX. All supporting documents were submitted and Seterus acknowledged receipt of ALL required documents. Is there a timeline where the mortgage company has to reply to XXXX proposed modification packet? It appears that I have not been able to get any concrete answers or responses and would like help with expediting the XXXX modification.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Tolleson, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

Philatelic Center, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My complaint relates to my loan servicer, Seterus , Inc . Since Seterus began servicing my loan, I have been extremely dissatisfied with their lack of customer service and inaccurate/incomplete reporting on the payment of my mortgage status to the credit reporting agencies. At this time, I am attempting to secure a refinance of my loan with another lender. However, the process has now dragged on for 6 months and the primary road block in the process has been the incomplete and inaccurate reporting on the payment status of my mortgage by the servicer, Seterus. Although it is now late in the month of XX/XX/XXXX, Seterus has not reported any information on the payment status of my loan since XX/XX/XXXX which happens to coincide with the first notice they were given that I intended to refinance the loan elsewhere by requesting a payoff quote. Additionally, the interest rate on my loan is set to increase 1 % on XX/XX/XXXX and Seterus has financial gain at stake by causing delays in information reporting on my loan to the credit reporting agencies. The lender that I am attempting to secure a refinanced loan with has received written transaction records of my mortgage payments for the past 12 months noting that they have been made on time ( within grace period ) and they are now pursuing a rapid rescore related to my payment history with the credit reporting agencies. However, this situation is ridiculous, unfair, and causing me to have to pay into a mortgage that is not aligned with my best financial interests as a consumer. In addition to what has been stated above, Seterus, Inc. negatively impacted my efforts to refinance by sending an inaccurate " Verification of Mortgage '' document on XX/XX/XXXX showing that my loan has been late 5 times in the past 12 months but they do not specify which months they are recording as late and they note my loan as " current ''! Furthermore, Seterus has not reported any late payments to the credit reporting agencies related to my loan since they began servicing it because it would be false reporting since I have been making my payments within the grace period of the due date for my loan while they have been servicing it.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Okc, OK

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Succasunna, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have tried for 5 years to return my home to the bank. Right now the mortgage company is Seterus Loan # XXXX. I filled Bankruptcy in XXXX 2016. The mortgage company has still not take the title back. I have attempted Short Sale, Modification, Deed in Lieu and finally Bankruptcy. It has been at 3-4 years since I started the process. I am wanting to return the title to them and they are not taking any action to clean this mess up. XXXX Thank you.
Company Response: Closed with explanation

Disputed: Yes Timely Response