Seterus, Inc.

2016-11-23

Nyc, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-23

Pigeon Forge, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Bethel, CT

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I qualified for proptery tax postponemt, but the servicer said that they were not particpating in the program, even though it was a state bill passed by the CA assmbly ... I have already had my first installment covered, but now am up in the air??
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Costa Mesa, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Baldwin, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Shulerville, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Bar Harbor, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Glenmont, OH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I have a mortgage that was modified back in 2009. At the time my mortgage was with XXXX XXXX. It was a tiered mortgage with the final interest rate at 5 %. It seemed reasonable then. XXXX. As the years have come my loan has been sold 5 ( five ) times to different service companies. During these changes and my rate increases it has become more difficult to maintain my mortgage payment. Partly due to the rate increase, party due to my house being under water, and my husbands retirement, and lastly, is our farm income not as forth coming. Added to that charges showing from our service companies after being transferred for miscellaneous items, such as administrative cost, appraisal fees, missing payments etc.. have been added. I have disputed these in writing with documentation, only to be told that it did n't matter, what they had from the previous servicer was correct. My bank statements did n't prove payments? Needless to say I am way behind on my mortgage. I put together a loan modification request with all the bells and whistles, jumped through every hoop they asked, some several times I might add. I have never once been allowed to speak with a loan modification specialist, never once have I been allowed to speak with the same person twice, I have always had to speak with whom ever answers the phone. That person is generally a customer service rep, who has to read my file, give me an update, take my message, and have someone get back to me. That could be anywhere from a week to a month. Generally in a form of a letter telling me they need something else. Needless to say. I have only been told by customer service that they did not accept my dispute letter and documentation on my late charges from my last service company, because they read that from their screen and a letter was sent to me. I have yet to get that letter and have told them that on 2 ( two ) separate occasions. To date I still have not received a letter of response. I have although finally received an answer to my request for a new loan modification. The answer was absolutely not. I was not eligible for not 1 ( one ) program. They had no even had one answer to even try to work with me. The paperwork I submitted was done in accordance with XXXX making Home Affordable trickle down. I could easily afford the payment and become current and keep my home. They could refinance me at a lower interest rate for blessed sake and keep me in my home! But they have done nothing but give me the run around and treat me like I am a lowlife Human being. I realize they do not have to offer me anything, however, if I understand the Making Home Affordable Program, is n't it for the Owners of the loans XXXX, not the Service Company ( Seterus , Inc. ) to aid homeowner 's who wish to stay in their homes, help them stay in their homes? By the way Ohio is considered in one of the hardest hit States to boot. What can I do to get help in getting a restructured Mortgage when I have a Service Company who clearly is n't interested whether I keep my house or not?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-20

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-19

Deltona, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-18

Longview, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-18

WI

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Still having issues with Seterus Mortgage. They did get back to me stating that they made a mistake on reporting my paid payments to the credit bureau. Got the letter and am still trying to get pre-approved for a loan. Now XXXX XXXX & other places I have been dealing with state that I have to wait until it is fixed on my credit report. Months? I 've been trying to get pre- approved since XX/XX/2016 They did n't report the payments correctly and now I am to get it fixed? Seterus is going back to XXXX through XX/XX/2016 and fixing the credit report. At least they say so. All I want to do is get pre-approved, sell my house and buy a different one. There must be a special circumstance with the mortgage company underwriters to approve this. They received the letters from the company. They apologized for any inconvenience ... well it is very wrong and how they stay in business is beyond me. Should I file a grievance with the credit bureau too? That I have to wait for something that I had no control over. Sure hope you can help with this one. Thank you! Also, XXXX Bank reported XX/XX/2016, late, which was wrong. Attaching this letter too.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-18

Nyc, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Dear Consumer Financial Protection Bureau I am filing a complaint on the grounds of fraud and harassment by Seterus , Inc . The lending company Seterus , Inc has created an insurance scheme which is affecting hundreds of thousands of Americans and that includes me. In XXXX XXXX I filed a complaint with you ( Consumer Financial Protection Bureau ) regarding, Seterus, because since XXXX I received a multiple foreclosure threats notice from this company, and inspired of the multiple calls to Seterus I was never told why my payments were considered late. I had paid every month I never missed a mortgage payment to Seterus, but still the company has harassed me and continued to do so. While I filed the complaint with the Consumer Financial Protection Bureau, I was sent a response from Seterus, Inc, informing me I was considered late because I have not submitted proof of insurance ( XXXX Insurance to be clear ) Of course I had never received an insurance proof request from Seterus until the day of the response to CFPB. I have asked Seterus, Inc in my response to submit proof of the insurance request, of course, like many other thousands of peoples ' I have never heard back. On XXXX XXXX, XXXX, I submitted a hard copy of my insurance to XXXX XXXX ( per Seterus response XXXX XXXX is the insurance handler ) I also took the precaution of faxing a copy of the XXXX Insurance to Seterus, Inc, on XXXX/XXXX/XXXX almost two months after I have sent via mail and fax a copy of the insurance I received a letter from XXXX XXXX, asking me for insurance proof. I did respond by fax telling XXXX informing them I had already submitted proof two months earlier. Since XXXX I have filed complaints with various agencies, including yourself, the XXXX, and XXXX XXXX. I did get a response from the office of financial services informing me I will get a follow up later, but until today I have not heard back. I have heard back from XXXX ( see attached ). I have an appointment with XXXX on XXXX XXXX, XXXX, and I was hoping not to have to proceed with such an action, but I have been left out of resources. But unitl today Seterus, Inc has not offered a solution or a balance of my mortgage or payments. Since I complain in XXXX to you Seterus has used the number I provided in this complain to call me everyday at XXXX including Saturdays harassing me for payment. I have recorded the call as New York allows one party consent, and is clear from the tone and language used by Seterus is harassment. I need your help and I thank you for your time.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-18

Glenarden, MD

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed

Disputed: No Timely Response

2016-11-18

Wallington, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: On XX/XX/XXXX, I executed a qualified written request which was overnighted to Seterus by the United States Postal Service through Express Mail under tracking number XXXX on XX/XX/XXXX. It was received on XX/XX/XXXX. I requested a complete payment history. They acknowledged the request on XX/XX/XXXX and XX/XX/XXXX. I have heard nothing to date since then. I have enclosed a certification of amounts due regarding the foreclosure action. Seterus claims to be the servicer since XX/XX/XXXX, however, they are attempting to be reimbursed {$11000.00} for taxes they allegedly paid from XX/XX/XXXX to XX/XX/XXXX. Why is Seterus attempting to be reimbursed for taxes that were dispersed before they became a servicer? They are charging for {$630.00} for 44 inspections but failed to state when these inspections were done and what they encompassed. They claim I owe {$140000.00} in principal but failed to show how they came to this figure. There was a long forbearance agreement years ago which went on for months and months. How do I know if this was reflected in the current principal amount and interest due? How did they arrive at {$74000.00} for interest without a proper payment history? I dispute all of these charges.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-17

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am a former XXXX Mortgage holder, whose loan was sold to Seterus. Since the initiation of service with Seterus, I have experience the worst customer care, service and support. I have contacted their customer service support team several times, regarding various account issues or with questions regarding my mortgage account, which has resulted in the same dissatisfied, untimely and non- customer service support results. Recently I reached out to the President XXXX XXXX and Correspondence Director XXXX XXXX ( Letter and Voice Mail ). The first major issue was them recognizing the approve modification that was finalized ( or was supposed to be finalized ) with XXXX upon transfer. I was told to make no payment, then told to make certain payment amounts, and then had to complete the paper work over three times. This got to the point where eventually my home was scheduled to be auctioned off during a modification process, money was not being appropriately placed on the account, some representatives saw different information on my account, I was told I had XXXX accounts/ cases opened, some representatives saw the money sitting in suspense others did not and finally resulting in the process being deleted and returned to the previous terms set by XXXX. This took over 6 months. I have reviewed my account in detail and discovered when I pay an overage of my monthly mortgage XXXX, the funds are notated as " modified payment '' displaying the breakdown of how the funds are applied to the principal, interest, escrow etc. on the date received. Then on the same date a different entry is notated as " modified payment '' displaying the overage paid and placed in the suspense account. However, on the very next day an entry is made to the account notated as " irregular payment '' displaying the breakdown of a fee accessed and the money being remove from the suspense account. I located this information on the website under the " Payment Tab ''. When this happened in late XXXX early XXXX they corrected in their system and so called waived the fees, but my money was never applied back to my account. My last conversation with them on yesterday ( XXXX/XXXX/XXXX ) resulted in being told the charges were from XXXX late fees, not that was n't the case the fees were waived, the total late fees are from XXXX and XXXX of XXXX which were paid off in XXXX XXXX, could n't get an explanation as to where the over payment was not in my suspense account or what it had been used for and then finally being told the fees are Corporate Advance Fees ( on XXXX/XXXX/XXXX I was previously told it was Legal Fees and I would have to write in for an explanation ) and I would get a letter providing explanation. The Representative that called me twice with an explanation per my written request ( conversation recorded ) was XXXX. The second issue I have is obtaining the actual amount for my XXXX Escrow. I received a statement date XXXX/XXXX/XXXX stating my account was short XXXX. However on XXXX/XXXX/XXXX their website stated my Escrow was in the positive of XXXX, on XXXX/XXXX/XXXX the Escrow is stating XXXX ( under general loan information ) and currently under the payments tab the Escrow states it is XXXX. When asked which amount is accurate I am being told to pay the highest and if it is an over payment I may get a check back. The 3rd issue I discovered is Seterus has listed my modification as a Balloon payment, when it was explained to me it would still continue to be a fix rate.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-17

Tampa, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am working with my servicer to get a loan modification. I fill out the forms that they require and send them to the address listed on the form. I send the documents priority mail with tracking from the post office to ensure receipt. I follow up with a phone call and get told that they do n't have them. Then I receive the documents returned as undeliverable with a forwarding stamp which is expired. The documents clearly state send to " Seterus Inc. XXXX XXXX XXXX, XXXX XXXX, MI XXXX '' I have included a screen shot dated and time stamped Wed XXXX XXXX, XXXX. The Seterus Rep said, " Oh we have n't used that address for months. '' as if I was a nincompoop for using this. And when I pointed out that this was the information that was currently on their website she seemed completely unconcerned with the misinformation and the potential consequences. and, of course, " Well your loan documents are now expired you have to start over. ''
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-17

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am tired of the excuses from Seterus. My loan was modified for over 4 months and they refused to send me my current mortgage statement for my own records. I have faxed a letter to Seterus and it has been over two months. Seterus has not reply to my letter. I am frustrated because I want to received my mortgage statement trough mail. However they keep telling me they will provide me with a copy in the mail and still no answer. I do not have any active Attorneys therefore there is not reason why I should n't received my mortgage statement in the mail. I did not wanted to involve the CFBP. However I was forced for all the excuses I been given.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-17

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I paid off my mortgage in full on XXXX and Seterus has not yet issued a discharge letter.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Carversville, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Glenarden, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-16

Brant Lake, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Mountain View, OK

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I applied for and received a 30 year mortgage on my home, through XXXX XXXX in XXXX of XXXX. The loan was sold to XXXX shortly thereafter, I set up autopay through my bank and had a perfect payment history for roughly 5 years. I did not have an escrow account and paid my own taxes and insurance. In XXXX of XXXX, XXXX paid my property taxes in error and set up an escrow on my account. My autopay continued without disruption but the payments were not being credited as expected. I inquired as to the problem and was told the property taxes for XXXX had not been paid. I requested the local tax office to refund the duplicate taxes back to XXXX and they did so. Unfortunately, the escrow continued and the taxes were paid in duplicate again. Again, I requested that the duplicate taxes be refunded to XXXX and this was done also. I was unaware of this situation as an ongoing problem and understood that it had been corrected. On XXXX XXXX, XXXX my loan was transferred to Seterus. I was unaware of this until the bank paid and then returned my XXXX XXXX mortgage payment. At that point, I called XXXX and was told that the mortgage had been sold to XXXX and assigned to Seterus as a servicer. I asked them why and they said " It just happens sometimes. '' Seterus began calling me almost every day but I was rarely able to connect with a person. On one occasion I did speak with someone who told me I had an escrow on the account and that I just needed to send a letter asking that it be removed. I did so and was told that the escrow would not be removed. At this point, I began to investigate on my own and asked for a history of my account from XXXX. When I received the ledger, it did n't make sense to me so I called and asked for clarification. I was told that when the escrow had been applied, my payment amounts due had bounced around, sometimes more than two and a half times my normal payment. My usual mortgage payment had continued to be sent by my bank and I thought all was well but, in fact, XXXX had been putting my payments in a suspense account and letting them sit until the current monthly payment at the time was reached. When the total in the suspense account reached the amount XXXX was looking for, the payment was applied. This is where everything gets really crazy. It is difficult to go through the history and understand what is going on because the payment amounts jumped so drastically, so often and the regular payments were credited per XXXX expectations rather than mine. I finally gave up arguing about the actual monthly amounts and just asked them, " On the day that my loan was transferred, what was the status, and what was my balance? '' I was told that my principal balance was {$51000.00}, my escrow had a credit balance of {$1400.00} and that {$420.00} from regular payments would be transferred. A tax credit of {$1800.00} from duplicate payments was also refunded to Seterus. I was also told that my loan was current when it was transferred to XXXX XXXX Seterus. Since this time I have been trying to get my loan to make sense. Seterus is a horror to try to communicate with in any fashion. Most calls do not connect when picked up. The messages left as just dead air, no voices except occasional laughing. Every person I have reached at Seterus tells me a different story. The statements do n't agree with the loan history. In XXXX of XXXX I was served foreclosure papers and I learned two weeks ago that my home is scheduled to be sold tomorrow. I was able to get a hearing with the judge on XXXX XXXX, XXXX but have no assurances that I will not loose my home. Seterus tells me that I owe {$10000.00}. Their lawyers agree but tell me my balance is now {$57000.00}. Seterus lists my balance at {$50000.00}. My records show at least {$4600.00} not credited to the account. My usual payment was {$280.00}!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response