Seterus, Inc.

2017-02-27

Ft Lauderdale, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I paid the law firm of XXXX Over {$4000.00} to represent me with my Lender Seterus for a Loan Modification this started in XX/XX/XXXX. For the last 3-4 months there has very little if any communication I have not received any written info It has all been verbal with promises that we will call you back which does not happen ..I then read that this company is a fraud .Seterus will not talk to me as they say you have a attorney
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-27

PA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: To Whom It May Concern ; We are writing to voice a complaint against XXXX Mortgage company, XXXX, CT XXXX. Our property at XXXX, FL XXXX received water damage in XXXX. We contacted our insurance company immediately ; XXXX, on XXXX. An adjuster assessed our property damage. XXXX checks were issued based on the adjuster 's report ; XXXX for {$10000.00} in XXXX and XXXX for {$7100.00} on XXXX. XXXX checks were made out to my husband, myself and our mortgage company Seterus Inc . After contacting XXXX to inquire about the process for getting these checks endorsed to begin repairs on our property we received a claim number and a full packet of paper work from XXXX ( the claims department of Seterus ). The package was completed by ourselves and the contractor and faxed back to Seterus ( QBE ) as instructed. We were told to endorse the checks and send it to XXXX claims department and they would release the funds so we could get the contractor started on the repairs. We have not received our money as of today XXXX. I spoke with representatives at XXXX claims department on XXXX, XXXX, XXXX, and finally was told everything was in order. we would have the checks issued to us by the end of the week. No check arrived. I called today, XXXX and was now told that we needed an updated certificate of waiver of lien from the contractor and a complete adjusters report from our insurance co faxed to them. All of this information was sent and our file was complete. This is very, very frustrating. Can you please help us get our insurance money from XXXX so we can get our property repaired?? Thank you Sincerely, XXXX and XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-27

Crestview, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-24

Watkins, CO

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: In 2006, I obtained two ARM loans for investment condos, which I thought were " Interest Only. '' However, my XX/XX/XXXX mortgage bill included a {$620.00} principal payment, which raises my total monthly payment 78 %. Between the two loans, my monthly payment has increased {$1200.00}. The loan Servicer says there was an Addendum to my note at closing that included a provision for adding a principal payment after 10 years. Reviewing the note, I saw that in an Addendum titled " Interest Only Addendum '' there were XXXX sentences that refer to a principal payment after 10 years. The actual Promissory Note and this Addendum both have paragraph after paragraph referring to interest rates ; the starting rate, the amount it can increase, the index, how it 's calculated, maximums, etc. But in the " Interest Only Addendum, '' there were only XXXX sentences that mention principal payments. Further, when the Servicer sent me a letter a month prior to the Principal payment inclusion, there was only one reference to a principal payment, in a table calculating all monthly costs ; escrow, taxes, insurance, interest, etc. Otherwise, the entire two page letter refers only to an interest rate calculation that will change my monthly payment. No mention of a principal payment at all. If the Lender or the Servicer is going to require such a significant amount be added to a monthly payment that results in an increase of 78 %, they should make that fact much clearer and provide information about how such increases are calculated and if there are any limits on such increases, just as they do with great detail regarding interest rates. Also, this Servicer had the audacity to charge me a {$55.00} late fee when I called to find out why they had not deducted the entire monthly payment from my checking account. I found out the day I called was less than 24 hours after the " grace period '' so a payment over the phone would cost {$10.00} and there was a late fee of {$55.00}. All this after I had contacted them numerous times checking on the correct amount of the payment and had a stellar 10-year record of making my payments on time. A very unfair situation due to misleading and deceptive documentation.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-24

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/XXXX I lost my job, I asked Seterus for a forbearance ( 4 ) times in writing. They would never response .I would call Seterus and the rep would tell me ( they needed to know when was I going to pay my debt ) no could give me information on the packages I was submitting to Seterus fro help. I called Seterus in XX/XX/XXXX, to inform them that, I found a job and would start XX/XX/XXXX.I rep. that I was speaking with indicated the reason I was turned down, because Seterus had my property listed as land. At, this point I still need help, my earning is {$XXXX} hr x 40 hours a week. I can not afford the offer. The forbearance was denied, at it clearly indicates my condition. I have been offered a XXXX Loan Modification which is {$100.00} less than the original mortgage, which I cant afford.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-24

RI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We were forced to short sell our home. The sale closed, the title was transferred to the new owners. Under duress, we were forced to sign a promissory note to pay back the difference to the lender. Our financial situation has deteriorated since then unfortunately by a divorce, with XXXX young children involved. We need relief and feel as though it is unjust to pay for a mortgage on a home that we no longer own. This may force us to go into bankruptcy.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-24

Ocklawaha, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I paid off my mortgage ( serviced by Seterus ) in XXXX XXXX and called Seterus on XXXX/XXXX/XXXX asking when I would receive my XXXX form so that I could file my tax return. I was told that it showed that it was mailed around XXXX/XXXX/XXXX and that I should wait a week before I call again, in case I receive it. I did not receive it, so I called back on XXXX/XXXX/XXXX. They stated that it was sent, but they ca n't request a re-mailing/re-sending from their other unit until XXXX/XXXX/XXXX ( their procedures, they said ). They also noted that the mailing address was a XXXX , and wanted to confirm that with me. I said no, the mailing address is and has been the same address as the mortgaged property ( the house I 've been living in for 13 years ). They looked in their records and could not state why my address was changed in their system, but that they would correct it immediately. I told them that I would like to do my taxes, and ca n't without this info. They provided me with the info over the phone, but I informed them that the interest amount ca n't be right because my last statement from them ( XXXX XXXX ) showed an even greater amount. The Customer Service person calculated the numbers again and agreed. They said they would have my XXXX recalculated and send me another one to the correct address. I called back on XXXX/XXXX/XXXX and asked where my XXXX statement was. They said that they mailed it, but it appears it went to a XXXX address again, and said that the system must not have updated on XXXX/XXXX/XXXX when they corrected it ( their internal notes note that the address was corrected on that date ). The verbally told me the corrected XXXX amount, but I also asked that I need something " hard '', and e-mail or a fax of the XXXX so that I can be confident in filing my taxes. They said they ca n't do that. I asked the Customer Service person to please speak with her supervisior to make sure there is n't anything they could do. She said that her supervisor told her that their procedures do not allow me receiving the XXXX via fax or e-mail, and that because I no longer have loan servicing with them, I ca n't access my account on-line. I reiterated my circumstances and asked if they could at least reinstate my on-line account access. The answer was no. I asked them if they would want me to report this to the Consumer Financial Protection Bureau. The customer service person said her supervisor said 'sorry, but that is our procedures. '
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-23

Bel Alton, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-23

Turners Sta, KY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus refuses to send me my loan payoff in a timely fasion, I ordered it on the XXXX, and over 7 days later I do n't have it, they are telling me another 24-48 hours. they wo n't connect me to anyone that can help.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-23

Harsens Is, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-23

Library, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received a mortgage modification from Seterus. After the first payment they reported it to the credit bureaus as current. XXXX XX/XX/XXXX 's payment ) Since that time they have not reported anything in regard to my payments. They are also reporting an incorrect balance that was not nor has been the balance in years. They had no problem reporting when it was late and now that it is current they have not reported. When I called I was first told it was coded incorrectly. Now I am being told that their is an internal accounting error. Yet again, with Seterus no one seems to have the same answer or resolves the problem. I need them to report my mortgage payments that are and have been current so that my credit score recovers. If they are unable to do so in the 30 day time frame as requested two weeks ago, under law they should remove the negatives and the incorrect balance as they are hurting my credit now for several months. This has also been disputed with the credit reporting agencies.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-22

Urbandale, IA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Seterus shows a deficit of {$1100.00} in an escrow account. Seterus has not made any payments for Insurance an taxes, so there should not be any activity in an escrow account Over {$2000.00} has not been applied to the mortgage balance. Monies are held in " suspense '' Late fees are being charged because payments are not being applied to my loan
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-22

Lafayette Hl, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold to Seterus. I was late with my payment XXXXfor XXXX XXXX,2016. After that, they mailed my payments back and told me not to send them unless it was the full payment which included tons of fees. Now they say they do n't have my modification papers even tough I sent them everything. Today they will auction my home unless I pay them {$30000.00} this morning. I will be homeless after this and be out all te money I have put into our family home.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-22

Chicago, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My husband died in XX/XX/XXXX and I was making the house payments but, fell behind because I had to fix the the house. I have been trying for 2 years to talk to the bank but, they keep saying that I am not on the mortgage. I sent them a copy of the mortgage that, shows my name and it took them months to acknowledge. Then they took me to court and said, my dead husband filed for bankruptcy and gave up the house and got a judgement and the house now has a sale date. I applied for a modification and they keep sending letter I did not send documents and when I call they find them. Now they want me to start the who process again, when I have submitted all the documents. Please help me.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-22

Pasadena, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

Hilton Head, SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-21

Mount Oliver, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

Skanawan, WI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-21

Gluckstadt, MS

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

Allenwood, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus is reporting late payments on my credit report that are not accurate. They are listing me as being 120 days late from XX/XX/XXXX until XXXX and then 180 late from XX/XX/XXXX until XX/XX/XXXX. This is damaging my credit score and by no means accurate. I have disputed this in the past and my dispute was ignored.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Recieved a Call today from my Mortgage loan servicer and was told that I was currently late on my XXXX payment. I then looked back on my records and saw that my account was debited the payment for the mortgage payment on XXXX XXXX. The representative I spoke with explained that because the payment was received early they only credited it to the principal at that time. I had explained that no it was for the XXXX payment and that it was paid on time according to there records and mine. XXXX XXXX who was the representative with Seterus - then explained that there system is not able to process it any differently and that I was responsible for late fees for the month of XXXX. After a little more discussion I was then put on the phoe with a supervisor - XXXX XXXX who then at first attempted to tell me the same thing until at which time I told her I would file a complaint with the CFPB. Soon there after she told me I would not be charged a late fee and told me to have a nice day. I have been in the mortgage business for over 25 years and have never heard of anything so crazy with regard to loan servicing. I am making you aware of this because I am sure this appears to be somewhat of a deceptive practice used to charge late fees and feel that others without the knowledge and experience I have have probably paid the fee and went on. This is the sort of stuff that gives my industry a bad name
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

Hamburg, MN

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Seterus has not provided me with my XXXX interest form in a timely manner. They have removed my online access since the account was paid in full in XX/XX/XXXX. Therefore I have no way of obtaining the XXXX other than waiting for them to mail. They claim that they mailed it prior to XX/XX/XXXX, but I do not trust or believe them. I would appreciate them providing me a copy of my XX/XX/XXXX XXXX interest form and I would also be interested in seeing proof of their claims that they 've mailed the form to me timely. They have my correct mailing address and verified this with me, but I 've still not received anything. Their standard answer is 'We can not control the mail '. They provided the figures to me over the telephone but I feel more comfortable with the form in hand since I do not trust them due to this same issue occurring last year and issues receiving our overpayment after payoff this last fall. I fear they may be compromising my personal information by possibly sending the XXXX form and possibly our refund from payoff to our previous address. I hope this is not the case, but I am not comfortable with the situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-17

Bloomfield, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-17

Riverdale, GA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-17

Philatelic Center, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Inc. has told us that our loan is a XXXX loan, and that their company ONLY services XXXX loans. I have proof attached that this is NOT a XXXX loan FROM XXXX. My loan needs to be returned to XXXX as Seterus falsely purchased it as a XXXX loan, as it is NOT a XXXX loan. Certified letters to Seterus and faxes have gone unanswered and ignored for months. Seterus has a terrible reputation and I do n't want to deal with this company, in particular since they have no business owning my loan.
Company Response: Closed with explanation

Disputed: Yes Timely Response