Seterus, Inc.

2016-09-22

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: For the past year of 2016 I have sent several complaints to CFPB concerning the irregularities at Seterus Inc to no avail because CFPB has not, in my opinion, investigated thoroughly Seterus Inc. and put a stop to their abusive manner in keeping their doors open.Seterus Inc has disbursed my County Taxes late incurring a late fee on my account and not taking responsibility for it, so of course, that late fee is coming out of my pocket, not happy with that, it took them 2 months to disburse my home insurance funds, again incurring in penalty fees, and again out of my pocket. This being my third complaint this year, and I hope its the charm that will get CFBP on their feet and investigate, because of me being unemployed for the past 9 months, I was awarded a forbearance through Neighborhood Housing, for a period of 6 months, acknowledged by Seterus, per attached, and I am still getting phone calls everyday, receiving correspondence, I am late with the mortgage payment per attached, harassed etc. Is that not illegal? I know for a fact that a provider can not harass by phone nor mail after an agreement has come into place by both parties. How many more complaints against Seterus Inc is it going to take before CFPB puts a stop to the irregular way Seterus does business? XXXX XXXX was discovered and their fraudulent manner of opening bogus accounts by CFPB, why cant the CFPB uncovers the manner they harass and their ability to play with peoples mortgages, putting them at risk of loosing their homes.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Brooklyn, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Fort Myers, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-21

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I am in a continual modification with Seterus. On XXXX I had spoke to XXXX at XXXX and he stated that he could n't tell me anything about my modification because I was being represented by legal counsel. I told him that I sent you information on this last XXXX that I was not represented by legal counsel. He told me that he has no documents and told me to send it again. I asked him to tell me exactly how does he wanted spelled out. " No longer being represented by legal authority counsel. Remove counsel on file. '' It was faxed to them on XXXX. On XXXX/XXXX/XXXX I spoke with XXXX XXXX and he told me that the fax was showing in their system. On XXXX I spoke with XXXX XXXX and she confirmed my modification has been set for trial payments of 3-4 starting XXXX XXXX. I paid her XXXX & XXXX in the amount of {$840.00} for each month. I called and paid XXXX with no problem. When I called for the XXXX payment, XXXX XXXX, they took my monthly payment and told me congratulations the modification has gone through for {$840.00} a month. Then she put me on hold, came back and told me that she ca n't proceed anymore because I 'm being represented by an attorney. She also told me that their attorney, XXXX needed to be contacted by me before XXXX XXXX with signed documentation. I also need to send Seterus a letter stating that I am not represented by legal counsel and that she did not have any documentation of my fax from XXXX. The last time I paid my 4th payment in the modification process, they told me I was in default and had to start the process all over again. That was in XXXX. I paid close to {$4000.00} then. They are unorganized and each time I talk to someone at Seterus they tell me something different from the last person. Frustrated. I feel like I 'm being taking advantage of their mistakes.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

West Brandywine, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received my Seterus monthly mortgage statement dated XX/XX/2016 for my upcoming payment due on XX/XX/XXXX. My XX/XX/XXXX payment reached Seterus on XX/XX/XXXX, well within the 15 day grace period. My account statement reads that I have a past due amount of {$1500.00} which is inaccurate. When I called and spoke with a Seterus representative I was told that my XX/XX/XXXX payment was received on XX/XX/XXXX and my next payment is not due until XX/XX/XXXX. Having a " Past Due Payment '' appearing on my account statement when it is inaccurate reporting could potentially damage my credit standing with another lender if I am asked to present a copy of my mortgage statement as proof for other borrowing. If Seterus wishes to consolidate their monthly mailings into one then their statements must be accurate. Creating the statement on the XXXX of the month, the day after the grace period ends would be somewhat better than writing " Past Due Payment '' when it is not. To do otherwise is misleading and it feels like extortion. In XX/XX/XXXX I received a phone call from Seterus concerning payment and the representative said it was routine to call borrowers who are late making their payments. According to the contract my payments are not late if they are received on or before the XXXX of the month. If Seterus is attempting to circumvent the 15 day grace period on my mortgage or any mortgage this type of strong arm scare tactics of tarnishing one 's credit needs to stop.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: SETERUS is my loan service provider. I have repeatedly asked for their assistance in modifying my mortgage. I have had some financial difficulties which caused me to fall behind on my mortgage payments. They have provided very little assistance and indicated that they would start foreclosure soon. I have filled out the same paperwork several times and have not gotten any closer to getting a modification. I am in need of your assistance in getting a mortgage modification.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Brooksville, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Sparta, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-20

HI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-19

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I 've dealt with this horrible company for years, unfortunately. My mortgage was sold to them twice so I had no say in the matter. I really wish we could control what company services our mortgages because Seterus would definitely go out of business! They are basically incompetent on the phone, there is no email address on their website to contact them, and their statements are difficult to understand. First major error they made was years ago. My address is very long and their computer cut off my condo unit number on the letters they were trying to mail me so I missed several crucial documents for my loan modification. As a result, when I figured out what was going on, my loan modification had expired so I had to start the paperwork all over again ( and this paperwork took a long time to fill out ). This delayed my modification by months. That 's money I could have really used! Second major error just occurred. I refinanced my mortgage XX/XX/2016 with XXXX. XXXX, unfortunately, sold my new mortgage to Seterus. They sent me a letter about it XX/XX/XXXX or XX/XX/2016, I believe. I heard nothing from XXXX. XXXX slips by and before too long, it 's XX/XX/XXXX. I called both XXXX and Seterus to inquire about my XX/XX/XXXX payment but both said I did n't owe any payment. As a result, I went ahead and spent my mortgage money on something else. Then, Seterus pops up and wants the XX/XX/XXXX payment even though it 's well into XX/XX/XXXX at this point ( I usually pay beginning of the month ). I told them the money was gone and that I 'd pay my XX/XX/XXXX statement in XX/XX/XXXX, as planned. XX/XX/XXXX, I called back and they agreed to split my XX/XX/XXXX payment up into 2 payments, XX/XX/XXXX and XX/XX/2016. For those months, I 'd make a pay and a half to make up for it. I made my payment and a half XX/XX/XXXX and XX/XX/XXXX via paper check ( I always pay with a check with them ). However, without my permission ( written or verbal ) they went into my bank account and took my loan payment. They did this twice. I did n't know they had done this so that 's why I wrote XXXX checks to them. By this point it was XX/XX/XXXX and that 's when I started bouncing checks and was getting slapped with fees. Seterus got my checking account number and routing number off my paper check. They admitted on XX/XX/2016 that they should not have taken my money out via ACH ( and to top it all off, they charged me XXXX " pay by phone '' ACH fees of {$10.00} each! ) I even told them on the phone XX/XX/XXXX ( it 's on the recording, I 'm sure ) that I 'd rather my credit take a hit than allow Seterus to have access to my bank account. That 's how serious I was about them NOT getting into my account. And then they broke the law. I ended up making XXXX payments ( 5 months ' worth of payments, since I was making up the XX/XX/XXXX payment ) to them in the space of 2 months and I ca n't afford that! XXXX paper checks for a payment and half each and XXXX ACH automatic withdrawals that Seterus illegaly took, for XXXX total transactions. My entire checking and savings accounts are wiped out and I have XXXX money to my name until I get paid again at the end of the month. I am aghast at this " company ''. I wish I could escape from them!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-19

Chicago, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-18

Randolph, MN

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: We have a loan with Seterus, the lender. They changed terms XX/XX/XXXX but mailed the notifications to the wrong address. On XX/XX/XXXX we where main aware of this change. We continued to pay the the prior amount until they got us the documents. By the time they did get us the documents it was also on our credit report. We have been working with XXXX since this time and continue to pay the prior agreement until they fix the issue they caused. They have acknowledge they made the mistake with sending documents to wrong address and still XX/XX/XXXX continued to send documents to wrong address and call us to verify address but had the wrong one. XX/XX/XXXX I spoke with XXXX XXXX, in the dept of Consumer and Government Affairs at Seterus several times via phone and letters. During one of these calls confirmed they made the 1st mistake and would removed the late fees and reporting to credit reports. During follow up he changed his tone and they only removed up to XX/XX/XXXX when they finally got the documents to me. My point to him is at that time I told Seterus weekly that I would pay the new amount but they first needed to send me confirmation they where removed the issue from credit report and late fees. Because they would n't acknowledge their mistake until a year later, this issues has continued on. During the last 18 months I have received more calls then I can count were the Seterus rep. agreed with me that the issue was theirs. I have send some of the details of these calls to them.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-18

Grand Mound, IA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-16

Yulee, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

West Harrison, NY

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

Urbandale, IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My XX/XX/XXXX payment was made early ( I have copy of cleared check ) yet it was reported to XXXX as delinquent
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

Southern Pnes, NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: This is an ongoing issue. My wife and I did a Deed In Lieu with Seterus XX/XX/XXXX. They incorrectly reported the dates that we missed payments. We filed a complaint with the CFPB after disputing it with the XXXX, XXXX, and XXXX failed to correct it. Seterus corrected the issue and then incorrectly reported that we missed XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. They have denied doing this. We filed a new complaint regarding the incorrect reporting ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) and Seterus responded to the CFPB that they would correct the reports to no longer show us late in XXXX. I appreciate that, but it does not address the issue that we are showing late for XX/XX/XXXX. Our original loan with Seterus was closed XX/XX/XXXX when we refinanced. They issued a refund from the escrow on that account in the amount of ~ {$500.00} that we did not discover until XX/XX/XXXX. It was not given to the state, nor did we ever receive it. They consistently refer to the new loan when we bring it up or tell us to prove that we did not cash the check. It has been researched numerous times and promises to send the refund have resulted in nothing.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

Lannon, WI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus has added escrow payments to the loan they purchased without our knowledge or approval. The original loan did not include escrow payments.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Odell, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Glenarden, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Smyrna, GA

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Kansas City, MO

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Cooper, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Mountain House, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response