Seterus, Inc.

2016-08-18

Rahway, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: We have lived in the same home for 20 years. In XXXX XXXX Seterus bought the remaining loan balance from XXXX. Since then, everything regarding our mortgage servicing and account seems to be messed up royally. My husband of 22 years died suddenly in XXXX XXXX and I was left to try and make sense of this. I have sent them repeated requests, documentation, made dozens of phone calls ( to customer service reps without so much as a clue, necessitating my RE-EXPLAINING everything. ) I was not going to lose our home ( I have XXXX children still living here ) and I made many many payments in the interim until they could figure out what the problems were with this loan. They locked access to our loan account online ( I suppose after I notified them of his death ) so I could n't research their records and do THEIR accounting for myself. I did sent them copies of documents THEY requested and THEY required, however. EVERY SINGLE MONTH since XXXX XXXX they send FOUR DUPLICATED COPIES of documents threatening FORECLOSURE with no explanation for the amount they list ( it always changes somewhat from month to month ) They have buried our family in notices, paperwork, loan modification offers, escrow documents - it 's like I have XXXX different areas of their company sending me stuff and they do n't know what 's going on or what the other departments in their own company are doing. It is nerve-wracking and a ridiculous waste of PAPER and POSTAGE, not to mention CRUEL to a young family that has remains in shock and grieving. In XXXX they offered us a loan modification to " help '' us through these difficult times ( but I had continued to pay them every month regardless ) I paid the first installment as instructed - Seterus cashed the check - then a week later RENEGES on the loan modification offer saying they did n't have the documentation requested. YET I HAVE A XXXX XXXX NOTICE FROM THEM AFTER THEY RECEIVED ALL THE DOCUMENTS THEY REQUESTED AND LISTED THE FILE AS " COMPLETE '' and ready for evaluation. In XXXX I spoke with a representative who said our account was over $ XXXX past due, and that our outstanding loan balance was $ XXXX, saying we owed {$100000.00}. I knew that could not be right based on all the large payments I had been making every month. Out of curiousity, I requested an official payoff amount for the loan. The representative obliged, and a week later I get an official " payoff '' amount of {$85000.00} ... a far cry from the {$100.00}, XXXX the rep had told me just a week earlier. Then again, just like clockwork, the first week in XXXX we get another FOUR DUPLICATE certified letters/copies of foreclosure letters saying we owe over {$28000.00}. The same letters we have received RELENTLESSLY since XXXX of this year. I 'm at a loss trying to effectively communicate with these people and NOW I feel discriminated against when they make an offer, cash my check and THEN renege on it. Why do n't these companies have someone to answer to for THEIR mistakes and lack of accountability? I have jumped through their hoops, provided them documentation AND continue to pay them but they continue to make our lives XXXX. I 'm done trying to cooperate and communicate with them when they continue making threats and not bothering to EXPLAIN anything they are sending to us.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

OR

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I have been through mediation meetings and have done all the required steps that Seterus has asked of me regarding my deceased husbands mortgage/loan that I inherited after his death in XXXX, but they still have everything under his name and social security. I have been trying for two weeks to find out when they supposedly mailed my permanent modification documents for my review and signature but they can not say when. Even my XXXX counselor tried calling on my behalf and they would not talk to her. I get only machines and everything is still under my dead husbands rates ect. I made my XXXX trial payments on time and they even addressed it to him. I am getting nervous since XXXX XXXX. is coming quick. I do not even know if my payment will have to be on the XXXX of the month like his was and what percentage rate I will be at now. He has been since XXXX at a 7.12 % which I always said was ridiculous and should have been lowered along time ago. My filing a Small Estate Affidavit with the Courts should have resolved all the issues of addressing to him and not me, but it has not!!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

Palos Park, IL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was originally opened with XXXX XXXX XXXX. I am currently retired, living on my Social Security and a small pension. My social security is received by my bank on the XXXX Wednesday of the month at which time my monthly mortgage payment is applied. Originally, prior to XXXX XXXX, the mortgage was paid on the XXXX of each month. This became a problem since Social Security made it 's payment on the XXXX Wednesday of a the month. Sometime around XXXX XXXX I made a loan modification agreement with XXXX XXXX XXXX to extend the mortgage due date from the XXXX of the month to the XXXX of the month. Seterus, a new mortgage company, took over my loan in XXXX, XXXX, without accounting for this loan modification. In addition, they did not account for my XXXX payment which was deducted from my bank on XXXX, XXXX, XXXX. These errors have not been corrected. Seterus now shows my mortgage in arrears, which is incorrect and creates an error in my credit scores.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Disclosure verification of debt

Debt collection: Mortgage

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

Disputed: No Timely Response

2016-08-17

W Bend, WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Fred, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Brooklyn, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: In XXXX I entered into a loan agreement whereon the interest was 16 %. Due to the fact that I was a victim of the downfall real estate market - this was the only loan I could obtain. It was essential I hold onto my home. In XXXX I attempted to obtain loan modification which took 3 years to effectuate. Now in my senior years I have attempted 3 times to lower my interest rate to no avail. I live on social security : my mortgage is {$1000.00} ; my coop fee is {$660.00}. ONCE AGAIN XXXX TURNED ME DOWN. XXXX TOLD MY MORTGAGE CO. I HAVE TOO MANY RATIOS. I AM CLOSE TO XXXX ; NOT IN THE BEST OF HEALTH AND I AM SAD THAT THIS COMPANY DOES NOT LIKE SENIORS.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Rancho Cordova, CA

Settlement process and costs

Mortgage: Other mortgage

Complaint: Dear Consumer Financial Protection Bureau, This is in regards to Seterus not following through with providing me a copy of the Deed of Reconveyance and the correction of my credit file with the XXXX credit bureaus in a timely manner. I have been calling and have sent letters to Seterus since XXXX XXXX letting them know that the loan was paid in full before the loan was transferred to them. In addition, Seterus as sent letters to me in response to my letter and complaints XXXX XXXX regarding that they are aware of the situation and will process my request accordingly. It has been over 8 months since they said they would process the Deed of XXXX and correct my credit file with XXXX. Furthermore, as a result of this, I ca n't sell or refinance my home and my credit has suffered tremendously. Finally, I would like Seturs to send proper documentation, which is a Deed of Reconveyance to XXXX XXXX of XXXX that the loan was paid in full and to correct the negative reporting on my credit reports from year XXXX to XXXX as soon as possible and so that I do n't lose on any gains. Thank you in advance for your assistance. Should you have any questions, please contact XXXX XXXX at XXXX XXXX XXXX XXXX. Thank you.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-16

OH

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In XXXX XXXX I became ill, and by XXXX XXXX I was no longer able to make mortgage payments. Seterus became the new servicer effective XXXX XXXX. I requested a forbearance in XXXX XXXX and XXXX XXXX, I was never reviewed for the forbearance. Last week Seterus filed for foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

Chula Vista, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My husband and I purchased a property in FL, using a XXXX XXXX, which was turned over to Seterus , Inc. to service the loan. They have wrongly charged us an {$85.00} fee for an appraisal for a loan modification, which we have never requested. I only contacted them because we had paid the homeowner 's insurance and they had also paid it through escrow. We 've never, ever been late on our payments. This has been going on since XX/XX/XXXX and the fee has n't been removed, even after several phone calls and fax correspondence! We are worried it 's going to harm our credit if we do n't pay it and wonder how many other customers have gotten this same run around.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have now requested the PMI be removed from my account three times and also sent in the money for an appraisal XX/XX/2016. Ths company will not return any letters of only requested to have the PMI removed. I am well over the LTV of XXXX % to removed PMI adn also have never been late on any payments fro the life of the loan
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-14

San Leandro, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-14

Augusta, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I would like to file a formal complaint against Seterus for failure to respond to my request by my attorney pursuant to RESPA. My main complaint is that they have taken funds that I had in a suspended account and used it with my permission to paid off late payments that was being charged to my account due to their account error. I have spoke with them and they had promise for over a year to correct their mistakes. They had 60 days to respond by to my lawyer 's letter dated XXXX/XXXX/2015, in which case up until now They have never responded. As well I filed XXXX on this account with XXXX and they failed to reaffirm the account and then sold this account to Seturus who has been very borderline criminal, if not all the way criminal with their practices. Please see my attached letters, thank you.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-14

Succasunna, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-12

Garrison, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-12

Green Bay, WI

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-12

Coral Springs, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-12

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After losing my job and finally getting reinstated and making payments, XXXX added a series of garbage fees and then turned my loan over to Seterus last year. It would allow me only a 40-year mortgage, when I had only about 12 years left on the original. I accepted it because they threatened foreclosure and I thought I was out of options. I figured I 'd pay it a little bit then sell. But that means that less than {$100.00} on an $ 1819 monthly payment is going to pay down the mortgage ; about half of that {$1800.00} goes to taxes at the moment. Then suddenly this summer, Seterus reported that I owed an extra $ XXXX more on my mortgage, meaning it appears that my mortgage got bigger and I 'd paid nothing off. Three weeks ago, I faxed a request for an explanation ; Friday they pretended they 'd just received the fax the previous day. So my credit is damaged because of the higher total showing, and I ca n't get an explanation.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-11

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-11

Waterford, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-11

Fort Lauderdale, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-11

Odell, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: First, let me begin by saying we are half the issue here. There is accountability that we must own and we are willing to own. My husband pays our mortgage each and every month. Unfortunately, he pays each month late and willing to pay a late charge each month. We just learned that when we submit payment online by paying " Next Payment Amount '' that that total does not include the monthly late fee. Instead the late fees have been rolling over for several months. We now owe a large bill for late fees which appear on the monthly statement as " Total Charges ''. Based on what Seterus ' website indicates, it is fair to assume the amount needed would have included that month 's late fees. When talking with Seterus they are armed and ready to battle this complaint. They acknowledged that their website does not match their monthly statements. They explain it as a minimum due yet the website, when making a payment, does not indicate other charges or a past due amount or that there are other fees to reconcile. They are also quick to point out that they are not obligated in ensuring the information portrayed on the payment screen of their website matches their monthly statement. Their customer service is appalling. They are too preoccupied in stating their stance, extremely argumentative, condenscending and do n't listen to the customer they service. In fact, when I stated " ... this was the worst customer service I have ever experienced '', the response I received was, " ... that this was not customer service ... it is debt management. '' I have had bad customer service experiences before but this was just absolutely horrible/horrific! They are not solution oriented. When I asked for a solution, stated I feel mislead, and questioned why a company would let late charges keep rolling over month after month, their solution was to waive 18 % ... then because I was not willing to pay on the spot, implied to me that they suspect that we do n't have the funds to pay anyway and that the waiver was only good when paying on time. There are several lessons here for my husband and I, but we ensure or mortgage is current each and every month. There is no need to place judgement on us. Nor should they attempt aggressive predatory collection practices for {$1100.00} that we have little to no understanding of what these charges consist of to date. I would have appreciated a company who could have understood our plight and provided us a more accountable solution for both them and us. Their website should indicate the same information as their monthly statement or at the very minimum call the attention to us that there are these outstanding charges. It 's pretty clear we want to pay our monthly bill and that we were n't getting these charges were/are rolling over. We thought we had paid these charges each month when submitting payment of our monthly mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

Wesley Chapel, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Our loan servicer, Seterus, repeatedly refused to review and eliminate the PMI insurance on our home loan in numerous correspondences going back over the past two / three years. They were adamant that we needed to pay them for an appraisal even through the remaining loan amount when compared to original formal appraisal in Seterus records was far below the 78 % threshold for eliminating PMI altogether. We have sent Seterus numerous letters demanding removal of our loan PMI in the amount of {$200.00}. Seterus always responded with a form letter and demand {$350.00} for a new appraisal before even considering our demand. THEN, WITHOUT ANY LETTER OF EXPLANATION or verbal communication, Seterus lowered our PMI from {$200.00} to {$53.00} in XXXX 2016. This was literally " Out of the Blue. '' They also sent us a check for {$830.00} with a notation " Overage Refund. '' As we investigated, we found that Seterus, for some reason which we have no knowledge of and have never - to this day - received an explanation of, reduced ( did not eliminate ) our PMI from {$200.00} to {$53.00}. WHY? No Clue, but this action and the fact that the outstanding loan balance amount did not drop *dramatically* ( normal month to month principal reduction ) between XXXX 2016 and XXXX 2016 supports our on-going contention that we have been overcharged by Seterus for PMI **going back years**. No one at Seterus will ever get on a phone and explain what is going on, and our written communications never give us a person to call as they are always signed " Sincerely, Seterus '' or " Your Correspondence Team. '' Our claim is that Seterus has been overcharging us on PMI for years and we are owed far more than the {$830.00} Overcharge Refund they have sent us. This is a systemic PMI overcharge that goes back years and we want a refund for all past year violations / overages and sanctions against Seterus for this action. The loan is owned by XXXX and we will be addressing this with their Fraud Division as well. Seterus Loan Number : XXXX Address : XXXX OR XXXX Sincerely, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

Ft Lauderdale, FL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Seterus = During the trial modification period ( XXXX/XXXX/16 ) I contacted Seterus and asked how to pay the Escrow shortage so it would not be added to my monthly payments. I received instructions and sent the entire amount due ( electronic transfer from my bank ) on XXXX transaction and the regular monthly payment due on a different transfer. XXXX were received on XXXX/XXXX/2016, however, since that date I have been unable to have the escrow amount credited to the escrow balance. Phone calls from XXXX asking for this, XXXX, XXXX, each time I was promised that it would be done withing XXXX 5 days and to check back with them in a week. I did that and finally today I was notified that it was not going to be applied to the escrow balance at all. They took the money and applied to " fees '' for the final modification, all of the fees had already been added to the loan prior to XXXX/XXXX/2016. The final modification contract was never sent to me or my attorney, I was given a story about it being sent to a wrong address in another city, then to their attorney 's office and so many lies. It was finally sent to my attorney just a few days before day of the final foreclosure sale and was not accurate but my attorney advised me to sign so the sale would be cancelled. I signed the erroneous documents that stated the escrow shortage and I notated on the contractthat this amount had been paid. All of the fees prior were included in the BLOWN UP BALANCE THAT DOUBLED MY ORIGINAL MORTGAGE LOAN. I have followed up multiple times and to no avail. NOw they say that it was applied to A MONTHLY payment and I wo n't have to pay another payment till XXXX. But since XXXX XXXX, I have paid XXXX payments anyway so the fact that I do n't have a payment till XXXX is not showing me the credit for the escrow payment either. They are now also charging a {$30.00} fee for INSPECTIONS done prior to the closing of the modification contract. They doubled the price of the mortgage without telling me my balance and I was not in a position to move out with 1 weeks notice, so now I owe twice what I paid for the house and the fees are going to keep coming because no one in our government will stop the fraud being perpetrated by these companies. Just look at the number of dissatisfied homeowners that are complaining about Seterus and every other servicer of mortgage loans. These companies do nothing but take advantage of every opportunity to find an additional fee or threaten to foreclose again at a moments notice. I went from being in a bad position to a worse position on this property when I guess doing the right thing will cost me a fortune. I could have walked away and let them have the place ... they would never have gotten this much at foreclosure auction
Company Response: Closed with explanation

Disputed: No Timely Response