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 5

2018-10-29

Staten Island, 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

2018-10-29

Encino, CA

Incorrect information on your report

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

2018-10-28

TX

Struggling to pay mortgage

Mortgage: FHA mortgage


Complaint: I applied for a modification for the loan. I was waiting to hear back if I received the modification and received notice from Seterus 's lawyer that i was scheduled for foreclosure in 3 weeks. I had not received any communication prior to that. When I called Seterus, I found that they had been sending communication to a lawyer that I no longer had. One letter that they sent had my address but another person 's name on it. When I told them that they had sent everything to the wrong place and asked for more time since I didn't know I didn't receive the modification and got the foreclosure notice so late, they refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-27

Bronx, NY

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: on or around XX/XX/2018 I received an offer for reamortization. In the offer it stated my new payment would be {$1000.00} a month, which included principal, interest, taxes/insurance. {$710.00} P & I and {$340.00} taxes and insurance. I was instructed to mail along with notarize affidavit. But instead they took my check and put me into default. The payment is in " escrow '' with a statement of default date XX/XX/2018. The XXXX bill which was paid before this agreement was for {$1100.00}. where the interest had already increased to 3.50 % Now there saying the payment is {$1100.00} with principal only XXXX, interest {$490.00} and XXXX tax and insurance?? they claim it went up in XXXX? yet they sent this agreement written on XX/XX/XXXX. which is when interest went to 3.50 % the interest went from XXXX in XXXX went to XXXX in XXXX.. It appears the amount towards my principal keeps going down but the amount of interest going up. In XXXX my principal being paid was XXXX being paid, now its XXXX???? so theres is no savings. They received and extra XXXX or so in the last 6 years from my Hamp modification. So I noticed I forgot to add XXXX cents to my payment submitted with agreement. Yet it was approved but with a different amount due? the XXXX statement showed XXXX for Escrow but the agreement stated XXXX, They made a mistake but now have me in default through no fault of mine. Instead of modifying the reamortization, they put my payment in suspense and sent my a late fee and past due amount of the full {$1100.00}. in reality my principal payment went down XXXX dollars so where is the savings? it went down about XXXX dollars. So there is no savings they just lowered the amount of my principal payment so this made no sense. I m just paying less principal. With the extra XXXX I would think the interest would have gone down. The new payment should have been, {$1100.00}, with the new so called saving of {$1100.00} but there is not savings, I'm just paying less towards my principal. Makes no sense. I call to have them apply my payment but there reluctant to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-26

Villa Verde, PR

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: Back in XX/XX/XXXX Seterus Inc. sent me a modification offer which I accepted. The modification consisted of three monthly payments in the amount of {$410.00} each for a trial Period Plan, which I make all of them : -XX/XX/XXXX {$410.00} Confirmation # XXXX XXXX XXXX {$410.00} Confirmation # XXXX -XX/XX/XXXX {$410.00} Confirmation # XXXX After this Trail Period which I successfully paid, Seterus Inc. allow me to continue with regular payments which I make payments each month till the hurricane Maria Destroyed XXXX XXXX : XXXX XXXX {$410.00} Confirmation # XXXX XXXX XXXX {$420.00} Confirmation # XXXX XXXX XXXX {$420.00} Confirmation # XXXX XXXX XXXX {$420.00} Confirmation # XXXX XXXX XXXX {$420.00} Confirmation # XXXX XXXX XXXX {$420.00} Confirmation # XXXX After the Disaster Seterus Inc offered me a Disaster Relief Forbearance which I accepted by that time personnel who I talked on the phone told me that after the forbearance I was going to be able to continue with my regular payments. Since XX/XX/XXXX I have been calling to start paying my mortgage again but Seterus Inc pretty much are trying to force me to do a foreclosure which I dont want, I just want to continue making my regular payments or make a modification that I was promised at the beginning. Also I have been told by phone that the modification from XX/XX/XXXX I was offered wasnt approved, if thats the case why you allow me to pay the Trial payments and then a consecutive 6 months of regular payments. If wasnt approved where that money go. There are many things here that do not make sense, I hope with this information you can help me to clarify any doubts and help me to keep My HOME! There's a trend of predatory Behavior with this Company Seterus Inc. this is not just happening to me only I've been reading thousands of similar cases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-24

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

Timely Response

2018-10-24

Great Neck, NY

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

2018-10-23

Paterson, NJ

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: I have submitted a complaint back in XX/XX/XXXX to Seterus asking to return my almost {$10000.00} that they demanded I pay in order to not lose my house to bankruptcy. I have made numerous calls to them to have this rectified and they have never responded or had any answers to give me. I submitted a complaint back in XX/XX/XXXX through the consumer portal stating that i initially had my mortgage loan with XXXX XXXX XXXX in XXXX and they claimed that i owed escrow money regardless of all the proof i have sent them showing all my payments. In XXXX I hired an attorney to represent me and we went to court 6 times, each time XXXX XXXX XXXX failing to have any proof of their claims. While this claim was active, XXXX XXXX XXXX sold my mortgage to Seterus. On XX/XX/XXXX we went to court with XXXX XXXX XXXX and Seterus lawyers, and XXXX XXXX XXXX agreed that date my mortgage loan is in good standing and to be reinstated because they could not prove their claim against me and I came with all my proof of payments. XXXX XXXX XXXX paid almost {$30000.00} to Seterus for the false claim and to bring my account into good standing, being that they made a mistake and i did not owe any money to anyone anymore ( as off XX/XX/XXXX ). My first payment to Seterus was on XX/XX/XXXX and I have made EVERY payment thereafter. In XX/XX/XXXX Seterus sends me a letter saying i owe them almost {$10000.00} in escrow. This is the EXACT same thing XXXX XXXX XXXX was doing, I have made numerous attempts to ask for an explanation but no one has ever called me back or found a solution they had no idea how there was such a mess on my mortgage yet again. i was to refinance my house for a lower rate with another mortgage company and lost the deal because of this false claim and disaster with Seterus. I told Seterus that i want to close my escrow account and i want to pay taxes on my own but they didn't allow me then because my account was " delinquent ''. After they received my initial complaint through consumer portal they miraculously responded within 2 weeks, even though i have been calling for over 6 months with no response. Their response was that the money they recieved from XXXX XXXX XXXX after my lawsuit was to satisfy the loan from XX/XX/XXXX-XX/XX/XXXX, which is incorrect and a LIE, when we finished court in XX/XX/XXXX my whole mortgage was up to date and I owed no money to ANYONE, i continued my payments to Seterus from XXXX until today. How can they dare say i owe them money from before the court date when my loan was sold to them from XXXX XXXX XXXX and in court XXXX XXXX XXXX agreed to pay the full amount of the loan that was delinquent that they claimed because they had no proof, and i brought all my receipts and proof of payments. As if dealing with XXXX XXXX XXXX wasn't stressful enough and has caused me full onset XXXX and i now live with XXXX XXXX and XXXX from all the stress, now Seterus is picking up from where XXXX XXXX XXXX left off and they are making false accusations again. They are completely taking advantage of my accent and taking me for a fool because i am an immigrant, they have made ZERO attempts to setttle this or explain to me anything whenever i call so again i have to file a claim through this portal to get them to be responsive. My full was in full good standing as of XX/XX/XXXX and i have made consecutive payments to them since. They have caused me to loose a refinance and keep inconveniencing me by holding my almost {$10000.00} that i had to pay to not loose my house. I want my money back, the court order was by a judge that declared the case had no liquidity to it and made XXXX XXXX XXXX pay off the amount they bogusly claimed i was delinquent in order to make my account current and i good standing. I have proof of every payment ever made, please help me save my home, I am over 70 years of age and do not need this in my life i am losing my health to all of this, i just want to enjoy whatever time i have left and save my home, please help! Regards, XXXX 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

2018-10-22

Cocoa, 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

Timely Response

2018-10-19

Sarasota, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage


Company Response: Closed with explanation

Timely Response

2018-10-18

Sarasota, 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

Timely Response

2018-10-15

Arco, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: Today I learned that Seterus had started foreclosure on my home. I did not receive a phone or letter. I only found out by calling on a status of a payment that had not been credited to my account. I had paid this loan late but always made consistent payments. I sent in two payments in early XXXX, on XX/XX/XXXX, but the company returned them. I have until XX/XX/XXXX to bring the loan current. My concern is the failure to be notified. I did receive some mail from the company, but not an official notice telling me the property was in foreclosure. This is wrong. It doesn't matter what the company has done to help, or my loan is modified. It's just wrong, and it is not ethical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: On XX/XX/2018 I received a Forearance Agreement from Seterus Inc the mortgage holder on my home. There were several discrepancies from what I was told over the phone the previous two weeks by representatives of Seterus I was told I could apply for a loan modification before the end of the agreement and if it was denied I would still be able to reinstate the loan by paying the monthly amounts past due and the difference in the forbearance payments and the monthly amounts owed The Forbearance Agreement however states " The loan will not necessarily be reinstated. '' Also on XX/XX/XXXX I received a " Notice of Acceleration '' from the XXXX Law Firm indicating they were going ahead with foreclosure. Attorney XXXX from XXXX was unaware of the Forbearance Agreement. Further, representatives from Seterus said they have no control over legal costs which opens the door for XXXX to rack up legal costs during the forbearance period. .
Company Response: Closed with explanation

Timely Response

2018-10-13

Cheniere, LA

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

2018-10-12

FL

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

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

Their investigation did not fix an error on your report
Complaint: We are almost about to lose our house due to their inaccurate reporting. We have disputed many many times with them and no results. We have confirmed Dispute Results that state the will remove the Items yet they still show up. I will attach the letters. Inquiries that are not ours either. We found out we were victims of the XXXX Data Breach. This has cost my family grate harm and we are about to lose everything now. WE have never missed a payment and our fixed debt is outrageous. We will be forced to file bankruptcy and sue them if this doesn't get corrected by early next week. We are trying to get funding so we can pay our Credit Card Debt off and we are unable to do so. XXXX is reporting outdated info Seterus bought the debt and is reporting dates wrong and outdated information. All of which are aware. We have a recorded conversation with a XXXX Executive stating she didn't even have copies of our paperwork. Yet they have verified it as accurate 3 or 4 times? That is a Clear Violation. XXXX is an inquiry not authorized XXXX XXXX and XXXX as well. XXXX sent us a letter stating that it was fraud and they wouldn't even open it for them. I sent that it to the agencies and nothing!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage


Complaint: There was a mortgage on my father 's home and he passed away in XX/XX/XXXX.The probate administrator handling the estate has been very hostile and not very transparent with the heirs.The heirs only learned recently that we had the option to take over the payments .What Garn means : XXXX XXXX XXXX Guide 408 recognizes this legal reality, calling for non- qualified assumptions for widows, heirs, divorcees. The heirs were never given a chance to negotiate for the home, the few times we talked to Seterus, they wont speak to us unless we had an attorney, why.We are the heirs and want to keep the home.I filled out an loss mitigation package and send it to the XXXX XXXX XXXX XXXX back in XX/XX/XXXX, and to this date never received any other info.We have rights and this lender wants to take our home without giving us the option to negotiate for it.We are not responsible for the negligence caused by the court appointed administrator and only want to talk to seriously keep 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

2018-10-08

Haskins, OH

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: In XX/XX/XXXX, I applied for my mortgage company to remove the PMI off of our home and was told my the company who services our mortgage, Seterus , Inc that I would need to order an appraisal. I agreed. We received an appraisal and Seterus indicated that the PMI cancellation was denied because my LTV should have been at 77 %. I always thought that it needed to be at 80 %. Anyway, they asked that I pay in excess of XXXX to cancel the PMI or wait until XX/XX/XXXX and the PMI would automatically cancel from the home. In XX/XX/XXXX, I spoke to a supervisor by the name of XXXX in their Oregon office and he reassured me that the PMI was scheduled to cancel on XX/XX/XXXX and provided me with my new payment which was {$140.00} less than the actual payment. When XX/XX/XXXX mortgage statement arrived, I noticed that the payment had not dropped the PMI. I called Seterus and now their saying they did not drop the PMI cause my home is listed as an investment property. This information is far from the truth and they are not willing to drop the PMI off of the home for their own selfish reasons and I need help on them honoring their letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-07

Bethany, OH

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: The escrow account was established for loan XXXX in 2012 and was for illegally placed forced placed Harzard insurance on the account in 2012. The property was under a federal stay per the escrow history document in 2012. Docket 438 Stipulated Order granting conditional relief of from stay. File XX/XX/2012 entered on XX/XX/2012 per this document states that : The parties have now entered into a agreement in settlement of the Motion to Remove Stay as more fully set forth herein. The docket states that as of the date of the agreed settlement which was on XX/XX/2012 the debtor in possession shall continue the post-petition payments of {$130.00}. Per the last paragraph of Docket 438 the court further order that if the Debtor fails to pay future post-petition payments or the delinquency of thirty days or longer the Debtor or his counsel shall be served with a 10 day notice of default indicating Movants to file an affidavit and proposed order granting a relief of stay. This relief action never happened during the Federal stay on the property per the court Docket on file. The loan was paid per the reaffirmation agreement as court ordered. If the default is not cured within the 10 day period, then the automatic stay which is now barring any proceeds in foreclosure against the Debtor shall automatically be lifted upon the creditor The Debtor paid the agreed payment of {$130.00} as court ordered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

NY

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: XXXX XXXX XXXX XXXX XXXX, NY XXXX loan # XXXX XX/XX/XXXX TO : Seterus, INC XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Or XXXX FAX XXXX & XXXX Seterus, INC XXXX XXXX XXXX XXXX, Tx XXXX ATTN OF : Office of the Attorney General XXXX XXXX XXXX The XXXX XXXX, NY XXXX AND Online at https : //complaint.consumerfinance.gov, www.ag.ny.gov, and others Seterus is a manipulator and a liar. DO NOT attempt to resolve ANYTHING over the phone. Their agents are not there to help you. Home owner insurance expires XX/XX/XXXX & renews auto each year for the year. XXXX XXXX XXXX since XX/XX/XXXX. Seterus contacted via letter RE they were not on the Declaration Page. I called Seterus and then contacted my agent/ spoke with XXXX Friday XX/XX/XXXX @ XXXX XXXX re fixing and faxing a new Declaration to XXXX Attn : Insurance Service Center XXXX . XXXX had stated the Declaration page was changed by second lien holder XXXX. WTH she did not confirm sending the fax I called XXXX XXXX Monday XX/XX/XXXX and received confirmation email at work. Seterus placed forced insurance on me XX/XX/XXXX - I have had same HO insurance since XX/XX/XXXX. ( second lien holder had bumped Seterus off cover - that was corrected and faxed - they denied receipt ). THEN Seterus tried to say the house was NOT in XXXX wanted me to change to town of XXXX. XX/XX/XXXX I called, I argued. Lovely woman XXXX went back n forth reviewing and responding. Wonderful! Could not raise the Title group would have to email and wait follow up on Wednesday XX/XX/XXXX. XX/XX/XXXX I called to follow up on the XXXX XXXX XXXX XXXX page and spoke with some flip gal ( XXXX ) who could not have cared less. I asked for a supervisor and Met XXXX XXXX sp?. He was going to take over this and take care of the issues and it would take him a few days to track down the title and town issue ect. And would call me back XX/XX/XXXX @ XXXX XX/XX/XXXX - I had a scheduled phone call I was to receive from a supervisor ( XXXX XXXX sp? ) who was supposed to call at XXXX and CONFIRM he did not call. so I called XXXX and I was arguing with the OTHER agent when I was informed that Seterus had performed their Escrow Analyst and shoved up my mortgage payment by XXXX a month to cover said forced insurance. XX/XX/XXXX pm - I had XXXX town hall FAX the information regarding the property is IN XXXX, a XXXX of XXXX to XXXX, and please copy me. They did. FUNNY THO because Seterus sent a Cancellation Notice BEFORE I even got to XXXX Town Hall I received Seteruss cancellation on XX/XX/XXXX ( no postmark ). XX/XX/XXXX @ XXXX XXXX XXXX ( I am trying to keep better track of name dated n times ) the story keeps changing. NOW I get a call from XXXX XXXX. I told him I feel VINDICATED. XX/XX/XXXX I get a letter from Seterus stating the removal of the forced insurance and returning the funds to my escrow, I thought because Seterus could not deny receipt of the fax, but looking at the dates that was NOT correct. Is your head spinning? Because mine is. Do NOT call send faxes and CC I paid my mortgage in XX/XX/XXXX - my normal payment of XXXX plus XXXX additional for a total of XXXX ( SEE ATTACHED ) I paid my mortgage in XX/XX/XXXX - my normal payment of XXXX plus XXXX additional for a total of XXXX ( SEE ATTACHED ) NOW last night XX/XX/XXXX - Seterus has my payment listed as - but no letter or reason for it. Was told they only have to perform an Escrow Analyst once a year which they did for the Forced Insurance. Thus the increase WHICH would go into my escrow. I wanted a letter to that effect placed in my account oh but the agents can not do that. XX/XX/XXXX Fri XXXX XXXX, I called my Home Insur Agent XXXX XXXX XXXX mortgage Seterus XXXX on Declaration Page ( was to confirm ) she stated that XXXX had initiated and changed the cover/declaration page.?? WTH?? XX/XX/XXXX no follow up called XXXX XXXX XXXX XXXX XXXX XXXX please FAX to Seterus @ XXXX XXXX XXXX email confirmation THEY DID XX/XX/XXXX letter from Seterus RE payment of XXXX from my Escrow account to their Homeowner Insur date XX/XX/XXXX rcd XX/XX/XXXX ( NOTE : there are No Postmarks on ANY of their letters ) XX/XX/XXXX <letter date : Please provide insurance information for : - post mark XX/XX/XXXX. Big beefy letter from XXXX XXXX XXXX stating premium for the attached policy may be charged to your escrow account amount {$1800.00}. XX/XX/XXXX ON PHONE w Seterus the person was telling me I had to fix the declaration page of my homeowners insurance I argued at LENGTH with no result. XX/XX/XXXX XXXX phone with XXXX who actually tried to help being blocked by the insurance group - verified orig paperwork stated XXXX gave me fax no and external XXXX XX/XX/XXXX rcd XX/XX/XXXX Lender Placed Hazard Insurance Cancellation Notice Reason : Duplicate Coverage Effective XX/XX/XXXX XX/XX/XXXX Fri XXXX w/ supervisor XXXX XXXX sp? - states customer service has no direct number to the Title Dept to check the town name XX/XX/XXXX CALLED Seterus regarding the BLOWN UP Mortgage ( see attached ) - no documentation. Agent says The payment reflects the amount that the Escrow Analyst developed during the Forced Insurance Amount. They are Only required to adjust the amount ONCE per year. A Request in writing is required to alter it. AND he stated that the additional amount would be placed in My Escrow account XX/XX/XXXX Consumer Fraud / ect CONSUMER FRAUD COMPLAINT AGAINST SETERUS ( Predatory Mortgage Loan Collection, unreasonable, and deceptive Trade Practices. Seterus engages in extortion increased mortgage Payment ( an additional {$150.00} added to payment without any reason and no explanation XX/XX/XXXX ) and threatening late fees " when I disputed this unexplained increase in mortgage collection fees and costs '' not provided in my mortgage loan ). After all of the flood, fire, tornado and hurricane losses, I feel they are seeking to offset their losses with profits from deceptive charges against properties/real estate owned by minorities, XXXX, elderly and financially disadvantaged Americans with difficulties. Seterus - Illegal Escrow XXXX XXXX XXXXXXXX Seterus Reviews and Complaints XXXX XXXX XXXX 0 ISSUES RESOLVED XXXX TOTAL REVIEWS $ XXXX CLAIMED LOSSES $ XXXX AVG LOSS XXXX PAGE VIEWS Sincerely XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-10-04

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

Timely Response

2018-10-04

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

Timely Response

2018-10-04

PA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: My mortgage was with XXXX XXXX XXXX. Once I mentioned HARP to them, the loan was transferred to Seterus Inc. The principal balance was carried over along with two alleged late payment fees which could not be reconciled or verified as valid by Seterus. These alleged late fees were from the following months according to Seterus documents I received : XX/XX/XXXX for {$36.00} XX/XX/XXXX for {$36.00} After that, Seterus added an additional late fee of their own on XX/XX/XXXX for {$36.00} The total for these fees was {$100.00} There was another additional fee allegedly brought over from XXXX XXXX XXXX for {$9.00} and Seterus added another fee in XX/XX/XXXX for {$15.00} for an unverifiable drive-by inspection which I did not approve or authorize. Seterus chose to have this service performed so they are responsible for the cost of the unnecessary service. If they chose to purchase my mortgage and decided they needed a drive-by inspection then that is their cost of doing business ; not mine. At this point the total fees that were on my account was {$130.00}. On XX/XX/XXXX Seterus sent me a letter stating that if I made a payment to cover the 3 late fees listed above by XX/XX/XXXX, the total amount due for these late fees would be reduced by 50 %. The total for the 3 fees was {$100.00} and 50 % would be {$54.00}. I made this payment along with a {$10.00} telephone payment fee and received a confirmation letter from Seterus dated XX/XX/XXXX. If all accounting at Seterus were done correctly, the fee total on my account should have went from a total of {$130.00} down to {$24.00} as broken down below : Total Fees = {$130.00} subtract My payment of {$54.00} subtract Seterus 50 % reduction agreement {$54.00} Remaining balance = {$24.00} However, my very next statement showed my payment of {$54.00} but Seterus never removed the other 50 % as part of their agreement if paid by XX/XX/XXXX. This is obvious since my fee balance was {$79.00} which is {$130.00} minus the {$54.00} I paid. This immediately displays the lack of administrative documentation at Seterus. If this wasn't bad enough, Seterus then again sent me a letter on XX/XX/XXXX with an identical type offer concerning late fees again. This time, the same late fees that were included on the first letter referenced above were again still showing as outstanding but minus the {$54.00} I had already paid. So instead of my late fee total being at {$0.00} from the prior payment, the 50 % reduction was never performed by Seterus. In addition, Seterus added 2 more late fees on in the amount of {$36.00} each for XXXX and XX/XX/XXXX. So now my fee total was up to {$120.00} which is the {$54.00} which was never removed by XXXX, plus the two additional fees of XXXX. Once again, the letter stated that if I paid by XX/XX/XXXX, this amount would be reduced by 50 % so I would only owe {$63.00}. It is very obvious that the accounting practices at Seterus are very questionable. When I called to ask about this second letter, I was told that the fees included late fees from XXXX, XXXX and XXXX of XXXX. XXXX should have already been removed with the payment associated with the first letter however their lack of accounting quality assurance and control, allowed it to be added back into my balance. During this call I was also told that Seterus uses the " processed '' date when determining whether a payment is late. They do not use the date that they " receive '' the payment which I believe is legally required. The Seterus rep also informed me that Seterus does not have the capability of documenting the date a payment is received. I have signed postal service delivery receipts showing payments were " received '' by Seterus within the grace period permitted however Seterus still charges late fees because the payment was not " processed '' until after this grace period expired. If it is not illegal to charge late fees based on the date the payment was processed, then it surely has to be illegal to continue to demand payment for a late fee when it was already supposed to have been removed based on an agreement Seterus made to me. I honestly believe Seterus does this with the hopes people won't be diligent enough to check their statements and the math. When I again called Seterus to point out these mistakes, the rep on the phone could not do the math to even admit to a mistake being made. She also said it was impossible to transfer me to anyone who works with the loans because the loan people were not trained to receive phone calls. I was told I would have to submit a letter asking for a review. How ridiculous is it that you can not talk to someone on the phone to clarify and correct an error made by their people. I had submitted a complaint through CFPB awhile ago demanding these late fees be removed from my account since I was able to supply the USPS signed delivery receipts for all the payments that Seterus claimed were late. Seterus had agreed to remove these fees but to date they still have not been removed. This company acts like they are above and beyond the laws of this land mostly because I believe they feel nothing will ever get done to them. If they get caught, they say they will correct the problem and remove errors but they never do. Nobody forces them to do it so they just keep on doing business as usual. This is one company that deserves a major audit and investigation by the US Government. My next step will be to contact my local Congressmen to urge for an investigation. This is my third complaint against this company and I have all the documentation to show their unethical and most likely illegal accounting techniques. The absolute refusal of this company to allow any phone conversations with loan managers is a disgrace and outrage. Someone needs to close the doors to this company or fine them so heavily that they will not be able to continue to operate in this way.
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

2018-10-04

PA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: This is now my fourth complaint filed against Seterus Inc for their lack of ability to do simple math and simple accounting. They have displayed the lack of ability or intelligence to track and/or manage fees and payments and now I have found that they do not stand by their agreements with me or with CFPB. On or about XX/XX/XXXX, I submitted a complaint to CFPB concerning Seterus and their procedure for assessing late fees based on the date processed instead of the date they received the payment. Case number : XXXX On XX/XX/XXXX, I received a letter from XXXX XXXX, Consumer and Government Affairs at Seterus. It was stated that they would credit my mortgage account for the 3 late fees which they applied to my account even though they received these payment on time. I had the signed USPS receipts showing that someone at Seterus signed for the payments within the standard grace period. Seterus did indeed remove these 3 late fees but they did nothing about the payment I had already made to them concerning part of these fees and they also did not abide by their previous agreement to reduce the previous balance by 50 %. They have turned this into an accounting nightmare trying to keep track of whether their late fees are legitimate or not. I will attempt to make this as easy as possible for anyone at Seterus with basic math skills to understand. As of XX/XX/XXXX, I allegedly owed Seterus {$100.00}. They offered a deal through mail on XX/XX/XXXX to reduce this amount by 50 % if I paid by XX/XX/XXXX. I accepted that offer and paid the 50 % with the full expectation that Seterus would indeed remove the other 50 % from my balance. Instead they only applied my payment toward the full balance. What makes this is worse is that 1 of the 3 late fees they agreed to remove in compliance with the CFPB complaint I filed was part of this 50 % reduction agreement. Here are the 3 late fees that were part of the 50 % agreement that Seterus did not comply with : {$36.00} XX/XX/XXXX {$36.00} XX/XX/XXXX {$36.00} XX/XX/XXXX Two additional late fees were supposed to be removed by Seterus : {$36.00} XX/XX/XXXX {$36.00} XX/XX/XXXX If these 3 fees are removed, my total fee balance should have been {$72.00} which is the first two fees on the list above of {$36.00} each. Based on the 50 % reduction agreement Seterus made with me, I agreed to pay 50 % of the balance due and the other 50 % would be removed from my balance. Seterus again did NOT do this even though I paid them. Based on the 3 fees being removed, the 50 % payment should have been only for a total of {$36.00}. The other {$36.00} would have been removed by the 50 % reduction agreement. I have paid Seterus {$54.00} so I've actually paid more than I should have to bring my account fee balance to {$0.00}. My actual late fee balance should have been a credit in my favor of {$18.00}. Instead, Seterus is still showing a fee balance that I owe for a total of {$18.00}. They did not take into consideration that I had already paid them {$54.00} to bring my balance to {$0.00} back in XXXX of XXXX. Nor did they abide by their 50 % fee reduction agreement of the initial balance that was brought over from XXXX XXXX XXXX when they acquired my loan that totaled {$72.00}. I can't believe a company that deals with debt collection and mortgage processing can have such horrible math and accounting skills. As per the remedy offered by XXXX XXXX due to the CFPB complaint I filed, I want Seterus to resolve this and pay penalties, fees and interest for these errors that have not been corrected since XXXX. Even after having a complaint filed against them, they still have not done what is necessary to correct their errors or reconcile my balances correctly. Just as Seterus expects me to pay them {$36.00} each month my payment to them is late, I also expect them to pay me {$36.00} for each month since they agreed to correct this issue based on the initial CFPB complaint dated in XX/XX/XXXX. This is a total of 31 months that this XXXX up has gone uncorrected even after they offered to remedy the problem due to the CFPB complaint. Seterus, based on their own late fee assessments to me, now owe me the following : {$18.00} balance that should have been credited back to me in XX/XX/XXXX 31 months of late fees since the XX/XX/XXXX date when this was to be corrected which is equal to {$1100.00} The total owed would then be {$1100.00}
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

2018-10-02

Bakersfield, CA

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-10-01

Elwood, NE

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


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