Seterus, Inc.

2016-08-10

New Britain, CT

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-09

Turlock, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

Staten Island, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

Palm Harbor, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

Baresville, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

Freeport, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Mortgage company is charging an OUTRAGOUS amount for PMI ( XXXX ) each month and will not remove the charge even though all requirements are met for removal.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-09

Bellevue, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My complaint is against " Seterus '', a debt collection and mortgage servicing company. My complaint would qualify as an overpayment of funds that are not being returned or acknowledged. Description - In XXXX of this year I set up a repayment plan to catch up with my mortgage. The agreed upon plan consisted of five monthly payments. The first payment of {$2900.00} and the remaining four payments of {$2200.00} each. After which regular payments would be made. The plan was set up and completed just as agreed upon. Each payment was drafted from my checking account and paid in full. This we agree upon, but XXXX additional ; payment of {$1400.00} was made on XXXX XXXX that they have no reasonable explanation for. I 've called 4 times, spoke to supervisors and various other analysts and they give me the go around that no reasonable person could understand. They do admit that mistakes were made on their part, but still refuse to return the money to me. ( I have statements and records to verify my facts. ) Please help! XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-08

Brandywine, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

NY

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Debt Collector ( s ), Obligors, Debtors XXXX and XXXX XXXX are attempting to collect an alleged debt of the Consumer. The named debt collectors are engaged in illegal acts by simulating a judicial court affiliated with the United States. The debt collectors were served numerous notices under federal consumer statutes but fail to comply. The debt collectors are attempting to seize the private property, consumer goods of the Consumer under the guise of Foreclosure which is not being performed in a competent judicial district under 15 USC 1692i. The debt collectors are not exempt pursuant to XXXX, XXXX under federal law. This debt collector is taking illegal non judicial actions in violation of the FDCPA, 15 USC 1692, Identity Theft, XXXX. The FTC has a report by the consumer.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-08

Rock Hill, SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

Seattle, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: This is a complaint/escalation due to homeowner being misled by XXXX XXXX - said he was a mediation rep - ph # XXXX. The reason we ended up speaking with XXXX XXXX in the 1st place is that he agreed to the XXXX phone call meeting that he said was too late for but he would do a conference call in place of it ( the foreclosure process had already begun on XXXX/XXXX/2016. XXXX said he was legal mediation for Seterus and would be happy to have the call. XXXX talked like he was offering her the terms of a modification so homeowner jumped at it. XXXX said a 40 yr term. 3.75 % and NO balloon. They have to add the late in the balance or they can suspend money or forbear if they are upside down. The homeowner jumped on it. Now we 've been going round and round with documents since XXXX/XXXX/2016 and it seems as though XXXX XXXX 's offer is nothing but words? Granted the homeowner was having issues with her printer and getting me docs but it was n't so long to get them. Now I called Seterus today to check on load mod status. Called Seterus to check on loan mod status - spoke with XXXX XXXX - said on XX/XX/XXXX was denied XXXX review but reviewing again. Was denied DTI for HAMP being below the XXXX %. On XXXX/XXXX/2016 XXXX was told Seterus had a complete package but then an NOD Posted to the homeowner 's property on XXXX/XXXX/2016 leading to unnecessary fees incurred by the homeowner. XX/XX/XXXX letter - facially complete - now 3-45 day review period. Based on new docs received. Check back in 2 weeks. I 'd like to escalate this file to you due to XXXX XXXX 's offer that meant absolutely nothing apparently.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-07

Clayton, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-06

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I filed bankruptcy and it has been discharged, and am continuing paying my mortgage on time -- it is current. But SETERUS does not send me statements and nor can I download them. When I make payments to them, I have no idea about my new balance, etc. Providing a customer with a statement does not constitute a request for payment. My second mortgage lender, XXXX, provides me statements without payment request, so I know it is possible. I do not understand why SETERUS does not, but at this point I feel it is unlawful to not inform existing mortgage holders of balances, etc after payment is received. They will not talk to me over the phone and insists they can only speak with my lawyer. Again, my bankruptcy has been discharged.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-05

Val Verde, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-05

Worcester, MA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-05

Severna Park, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-05

Hicksville, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our home mortgage was being serviced by Seterus. In XXXX 2016, we decided to refinance our mortgage.Prior to our closing date XXXX/XXXX/16, I contacted Seterus on several occasions to find out how much money was remaining in our escrow account, so that we would know what we could expect to receive back in the way of an escrow refund check after we closed and fully paid off the mortgage with Seterus. I was told that we would have {$4700.00} remaining in the escrow account. However, we instead received a check in the amount of {$2100.00} ( dated XXXX/XXXX/16 ) as our escrow account refund. When I called to inquire about this discrepancy, I was told that I must submit a request in writing requesting an explanation of the actual disbursement of funds from the escrow account, which I immediately did. I was sent a final escrow account disclosure statement, which showed the projected and actual payments to and from the escrow account. However, there is a large variation in the actual monthly payments to escrow. When I called again to attempt to get clarification on this matter, I was again told to submit a written request, which I did. After more than a month, I received a response from Seterus, which was a copy of my customer account activity statement. This statement is very unclear and confusing. I called Seterus and spoke to numerous representatives and supervisors, none of whom were able to clarify or make sense of this statement after spending numerous hours on the phone with them. Again, I was told to submit a written request to the correspondence department, even though my calls were to follow up on and clarify a previous response from the same correspondence department. I have sent this request on XXXX XXXX, 2016 and, to date, have only received confirmation from Seterus that they received my request, but nothing more to provide any additional information about the discrepancy between what I was told would be our escrow refund and the actual refund we received. This matter has been unresolved since XXXX 2016.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-04

Sapulpa, OK

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Cantonment, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-04

Hinsdale, IL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Dear sir or madam, Previously I was required to bring a CFPB Complaint, Complaint # XXXX, relating to this present complaint. Complaint # XXXX resulted in permanent mortgage modification documents, delayed nearly 1 year, finally to be tendered to myself, the borrower in XXXX XXXX '. Specifically, the modification offer and my acceptance originally occurred 1 year earlier, in XXXX, XXXX ', when XXXX XXXX XXXX was my loan servicer. My duties under the original trial/permanent mod offer were to make 3 trial payments, which I did and thus fully performed under our contract in XXXX, XXXX & XXXX XXXX. After XXXX XXXX XXXX received the final trial payment in XXXX XXXX ', it immediately sold my loan to Seterus , Inc . Yet again, I can not overemphasize, Seterus failed to send me the permanent modification contract, despite countless calls and letters, until XXXX XXXX. Please see attached. Between XXXX XXXX ' & XXXX XXXX ', servicer Seterus , Inc. repeatedly claimed it was in the process of generating the permanent mod documents. I now have discovered that during this same time period, Seterus and it 's attorneys continued to add to my account it 's attorney and other fees, fees generated by Seterus attorneys neither able to explain Seterus 's delay, or resolve it 's underlying cause. Such fees were the result of multiple court dates, mediation sessions, and correspondence with my attorney, ( also of course required to bill me for such time also ). Most notably, in Seterus letter of XXXX XXXX, XXXX, the date when the permanent modification contract was finally tendered to me, it 's Representative ADMITS the cause of the delay was Seterus 's own " system limitations ''. Please see attached. Yet incredibly, Seterus then immediately sold this loan to a new servicer, Selene Finance. But before doing so, added {$1000.00} to my account balance for the legal and other fees it generated during the time between XXXX XXXX ' when it acquired a fully performed trial/permanent mod loan, and XXXX XXXX ' when it finally overcame it 's " system limitations '' and sent me the permanent mod docs promised, but not delivered, since XXXX XXXX '. Please see attached. This action by Seterus resulted in a {$1000.00} charge added to my account with Selene Finance. I formally contacted Seterus concerning this matter, who now unfortunately fail to recognize it 's earlier admission that Seterus 's own " system limitations '' caused the permanent mod delay and resulting fees, and thus were charges I should not incur. Please see attached. Thank you so much for your prompt and just attention to this matter. I continue to be billed for these wrongful fees on my monthly Selene Finance account statement. Please contact me anytime if so necessary.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-03

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus continues to refuse to provide paper monthly statements mailed to my household, which was agreed upon over 14 months ago and after numerous complaints still agreed to the statements mailed monthly to my household. Seterus again has removed all account information and previous history on my account online. Seterus also eliminated and prevented digital monthly statements online. These issues never have been resolved no longer that a month or so then back too varying degrees of missing account information, no online or mailed statements received. I have no ability to have a history of account activity, nothing stated on account online how much my payment is or due date. These reoccurring issues have been going on over 4 years now.. I contacted Seterus on XXXX and was put on hold again XXXX XXXX stated a work order was generated and I will receive statements next month. Same action every time but no solution ever. I am certain 100 % that next month nothing will be corrected and Seterus will take 6 months to correct this after responding to this complaint, and after the correction the following month the problems will be back ... ..LOOK AT PREVIOUS COMPLAINTS ... ... ... .HELP ME.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-03

Spfd, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-03

Leesburg, VA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response