Seterus, Inc.

2016-08-03

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have filed several complaints against Seterus Inc. and they promised and assured all that they will not harass me during the grace period of my mortgage payment. My husband had therapy yesterday and had a very difficult time sleeping last night and is sleeping in late so he can get some rest. Getting enough sleep is very important to his recovery. My children are all sleeping late because it is their summer break and they stay up late with friends and have fun. At XXXX this morning, XXXX XXXX 2016, everyone was awakened by a phone call from Seterus Inc . Why???? I know this company is built on harassing poor people but when they said in a letter to me and to CFPB that they will not harass me or torture my family during the grace period of my mortgage we all believed them. It is the XXXX of the month and my mortgage is not behind. I do n't know of any mortgage company who calls their customers at XXXX on the XXXX of the month for a payment. Seterus is in the TERRORIST business and must be stopped. This is what they do to their clients. They call early in the day and keep calling so you can be terrorized all day. If my mortgage is current and they do this to me, can you imagine what they do to their poor clients who is behind on their mortgage? Someone has to stop them. This is FINANCIAL TERRORISM at its best. I really do n't know who can stop them,. maybe a letter to President Obama or a XXXX special on how Seterus terrorizes poor Americans. It is just beyond me why a company would employ decent Americans to torture poor people. Why not use that money to help struggling homeowners instead of paying employees to call me 4 times a day for 15 days. This does not make financial sense, unless you 're just evil and your main goal is to terrorize people and not help them. How do you expect your employees to live among their families and their communities after you trained them to be mean, evil, unsympathetic, unkind. Your employees do n't care what your customers are going through. Judging from the ones that I spoke to they 're just trained to be mean. I know it 's your culture. Change your training policies and make a difference in the world. Your employees are being trained to be mean, and that 's how they will live their lives. They 're not robots and can not be mean at work and nice to their families and communities. You are the problem with America today. I feel very bad for your employees who have to go through such training. I 'm sure all they want to do is feed their families, and make a decent living. Shame on you Seterus, for shaping a world of the and unkindness. I know you can not be trusted. You said on paper that you will stop harassing me and you did not keep your word. I am not surprised. Forget about your profits for a while and think of all the lives you 're destroying, all the families you 're tearing apart, both at your employees and your customers. Is it worth it? Train people to be kind and sympathetic and you will have a more productive staff and less turn over, and happy customers. You will have more profits, if that 's all you care about. You 're not fighting XXXX, you 're in the business of " helping people '' as you said.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Rocky Ridge, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Clayton, MO

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: As the Executor of my deceased husbands ' estate, since XXXX XXXX I have requested a deed-in-lieu to close out the estate. I have provided all of the documents within my possession to the mortgage company. Around XXXX thru XXXX, I was informed there is a lien on the property from XXXX. However, during that same time period, I was informed everything was okay but case had not been assigned to anyone for resolution. In XXXX or XXXX XXXX I was informed the lien from XXXX is preventing the deed-in-lieu process from proceeding and I have to provide documentation the lien has been resolved. When my husband purchased the property XXXX XXXX, XXXX he had a clean title. The clean title should have been submitted to the new mortgage company from the old mortgage company when the loan was purchased. The mortgage is in my husbands ' name only, but the property is titled in both our names.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

GA

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Seterus Inc, reported a late payment for XX/XX/2015 to my mortgage account and has refused to correct it on the XXXX credit reporting agencies. Although my monthly payment was {$810.00}, I paid the exact amount as stated due, according to their mortgage statement for XX/XX/2015. Being a fairly new client, seeing there was an adjusted stated amount of {$610.00} for that month, was n't unusual, so I paid that amount, which Seterus recorded as paid on XX/XX/2015. I was appalled when I saw that they reported a thirty date late. I 've requested that they take the procedures to update my credit reporting files, to no avail.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Naugatuck, CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-29

Kent, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

MD

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My servicer was XXXX, I submitted an application and went through the process. My file was sent to the Underwriting Department on XX/XX/XXXX and I was expecting a decision by XX/XX/XXXX. There was a service transfer and my loan was transferred to Seterus on XX/XX/XXXX but I was not advised by XXXX until after XX/XX/XXXX when I spoke to one of the Supervisors in their Loss Mitigation Department. Seterus is now requesting for me to re-apply all over again to start the process again. It is absurd that I have to do that since I started the modification request on XX/XX/XXXX. Because of the handling of my loan and modification request I have now wasted 2 months.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-28

Cumberland, RI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Leeton, UT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I filed a bankruptcy in XXXX XXXX and it was Discharged in XXXX XXXX. Items are only supposed to remain on credit from 7 years after date of last payment, which is has been. This account should have fallen off of my credit report after XXXX XXXX, but it is still reporting on XXXX. Also, Seterus sent an update to my credit file in XXXX XXXX, which is against bankruptcy laws because they are further damaging my credit after my bankruptcy discharged. This is preventing me from obtaining financing and I have called Seterus to try and resolve this issue to no avail.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Gerry, NY

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-27

Warren, RI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My wife and I were rolling my current mortgage with Seterus Inc into a line of credit at XXXX XXXX XXXX. I called Seterus on XXXX XXXX to inform them that a closing was scheduled for XXXX XXXX at XXXX and that my loan with them would end on that date. Since my payments are due at the end of the month and I normally send an online bank check on XX/XX/XXXX, I asked if I needed to send in my XXXX XXXX payment. They said I did not need to send it in. Considering XXXX had called them the week prior for the payoff amount thru XXXX XXXX, they were going to get all that was due to them regardless thru XXXX XXXX. On XXXX XXXX we closed on the XXXX line and on XXXX XXXX I received a letter from Seterus that my loan was closed out and paid in full and that within 30 days they would contact me if they owed me money back for escrow, interest, etc, which they will owe me. On this same exact day, Seterus sent me a generic mailer stating " you 've missed a payment, we can help you. '' We ignored that as simply an auto generated letter. Meanwhile, my daughter and son in law are buying a new home and my wife and I are co-signers. Their mortgage company ran my credit in XX/XX/XXXX for this loan and it was perfect as their co-signers. However, since so much time had passed, they asked on XXXX XXXX if they could run it again, and I OK 'd this. They called me right back stating that Seterus reported to the credit bureaus that I missed my XX/XX/XXXX payment and this in turn dropped my credit score by XXXX+ points and now with this new low score, my daughter 's loan is on hold until this is fixed. I called Seterus immediately and spent over XXXX hour on the phone with them asking them to immediately report this as their error and they stated that they would, but when I asked them to send me a letter in writing confirming this and they said they will not and added that I needed to wait for another department within Seterus to review this and then they would submit it. She said the process will take XXXX to 40 days. My daughters mortgage company said that all they need is a letter from Seterus stating this was their error and that they are withdrawing it from the credit bureaus and we can move forward. Seterus confirmed on the phone call yesterday that I called in on XXXX XXXX and asked if I should make the payment and they instructed me not to. My grave concern with this is that I can not wait 15-40 days and that Seterus has been HORRIBLE at bookkeeping and has made NUMEROUS mistakes on my account in the 20 months they held my mortgage, and I would n't be surprised if it happens again. I need them to fix their error immediately. In fact, one of the reasons we closed out this loan was to get away from this HORRIBLE company. Their first coorespondence to me when XXXX sold my mortgage to them was a letter saying they were foreclosing on my property for non-payment. I called them and asked who they were and they said they just bought my loan and needed immediate payment. My payments went from my web banking to XXXX so XXXX contacted me and said they would forward them my first Seterus payment. XXXX months later they said I was one month behind in my payments and I informed them that I sent them 7 payments over the 6 months they had my loan so I was ahead. They then agreed. They then sent me a letter stating I did n't have any homeowners insurance and they would be adding {$6000.00} to my loan to pay for their own insurance. I called and faxed them my homeowners policy. Six months later they sent the same letter so I sent them the policy again. XX/XX/XXXX they sent me a letter saying my escrow was in the negative by $ XXXX+ so my mortgage was going from $ XXXX/month to $ XXXX+/month to cover it. I called and told them this was impossible as my taxes are $ XXXX/year and I pay my own insurance. A week later they sent me a letter stating my monthly payment was going down to $ XXXX/m
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-26

Chula Vista, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Mortgage Servicing. Seterus acquired my mortgage in XXXX XXXX XXXX or XXXX. My mortgage was under the Homes Affordable Modification Plan ( HAMP ) and with the newly modified agreement there was n't any 15 grace period identified as the date before any late fee charges. My modification was completed in XXXX I believe and with XXXX. I continued to make the agreed payment after the XXXX of every month and acquired no late charges until XXXX XXXX with Seterus. Seterus had already been servicing my mortgage for almost 2 years now and never sent any updated modification with an effective date that identified any fees to be charged if my modified mortgage was not paid by the XXXX of every month. I contacted Seterus several times and including sending my modification agreement and note with the only response to be " so you want us to charge you for the other years you were not charged, is this what you are asking? '' I have all my payment history recently sent by them, which confirm when they acquired the mortgage and no late charges starting until XXXX of XXXX. I have asked for this to be removed from my Unpaid Balance as well as any interest I was charged by these amounts added to my mortgage. XXXX. I have also asked them to provide proof that I received the benefits of the HAMP {$5000.00} reduction in principal due to making payments on time which since inception of modification I received notices twice ( 2 ) that {$5000.00} funds would be applied to my balance reduction due to HAMP payments being made on time. This would be a total of {$10000.00} that they have yet to provide proof after asking. XXXX. Upon my request for the proof of principal reduction they did send me my payment history which identifies all payments while being serviced by Seterus on time before any month ended. Seterus reported myself and wife a 30 day late in XXXX of XXXX and also in XXXX of XXXX which I have provided the bank statements ( and have them on hand ) to prove the payments were taken from account. Also with the material they sent me that I received on XXXX/XXXX/XXXX the payment history from Seterus also has the proof in their system the payments were received on the XXXX of those months identified. Their negligence, handling of my payment reporting has effected not only my credit but my wife as well and our ability to refinance under HARP with the rate and cost that reflect what our credit should be. They fail to help, as well as defer ownership and accountability to any errors. I have spoken to managers whom also respond the same way as any other associates. I have in a call informed them that I would take matters to the CFPB and the response is, that will not help you sorry. I have any all material to provide to confirm information abov e, except the XXXX notices that due to payment history with HAMP I would be receiving the Principal Reduction benefit. However with the date of my modification and all payments reflected on time that would illustrate that I have received the notices however Seterus has not provided proof they reduced my principal.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Naperville, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My home loan was transferred in the XXXX to Seterus Inc . I paid an amount of {$670.00} monthly for my mortgage. Without any prior notification or proper explanation my payments increased to {$1100.00} in the XXXX. They then sent me a notice claiming I owed an excess of {$6000.00} on my escrow account. I have been disputing their claims since XXXX of XXXX. I 've called them repeatedly since that time. A customer service person eventually told me it was a combination of flood insurance for XXXX and XXXX, that was the reason my escrow was negative. I do not nor have I ever acquired flood insurance through my lender. When I was informed of this I sent my flood declarations for XXXX & XXXX. During this time I did pay my mortgage with the excessive fees. They did credit my account back for {$3100.00}, however they did n't refund the money owed from the payment I did make with the excess fees. My mortgage payment then became {$710.00}, I still have no idea why it is n't {$670.00} that I previously paid. During the month of XXXX without any explanation they increased my mortgage to {$780.00} and now it 's at {$840.00}. When I called on XXXX XXXX and inquired about the increases, their customer service person stated that I still owed for an escrow balance from XXXX. I then informed him, that I did not owe and I had sent in my proper documentation to confirm this. Upon further research he stated that, I did not owe Seterus because I pay my flood insurance and home insurance myself not through the lender ; and my payments should be reduced to {$710.00}. The reduction in my payments still have not taken place.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-24

CA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I have sent CFPB a complain early this year, case number XXXX and XXXX, regarding my mortgage modification with XXXX XXXX XXXX and Seterus. XXXX gave me a modification on XXXX XXXX, but then the loan servicer transferred to Seterus after that. I have paid all the XXXX required payment to make the offer final. However. Seterus starting to return my payment from XXXX XXXX, I was not able to get a solution, which forced me to contact CFPB. Now, after a whole year of struggle, I have got a Seterus offer, however there are substantial difference which I want answer but not get yet. I have talked to XXXX XXXX ( loan owner ) and Setetus, but was told that I had better to sign the contract otherwise it will be void and I will have to go through the whole process again. The new offer did not even give me a full account of how the total amount of the loan is calculated, why there are substantial difference between the terms and conditions of the XX/XX/XXXX and XX/XX/XXXX one. This loan is going to be with me for 40 years. How can I be expected to sign something that is not clear to me? I have got a letter recently from Seterus, in the letter Seterus admitted that there are errors in calculate the loan amount. How can I be expected to sign it when the offerer already knew something is wrong in the offer, and not yet correct it? My concern is that the deadline of this offer is XXXX/XXXX/XXXX, which is 7 days later. Although I have a written question list sent to Seterus, I have not get any answer yet. Although Seterus admitted that its offer has errors, it has not corrected it. My XXXX payment to the offer is been returned by Seterus, just as my XXXX payments to Seterus. All these evidence signaled me that Seterus did not really want to give me an offer as the one XXXX gave me. Seterus just wanted to appear that they gave me an offer! All they want is to have me to start the whole process again and force me to pay a lot more than what I have been offered now!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-23

NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-23

Newnan, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I filed for bankruptcy XXXX XXXX and it was resolved XXXX XXXX. After the bankruptcy my mortgage from XXXX was given to Seterus XXXX XXXX where I received monthly mortgage bills until XXXX XXXX to which I paid. According to Seterus I stopped receiving mortgage bills because of the bankruptcy. Seterus strongly encouraged me to refinance. I was not approved for a refinance. Between XXXX - XXXX my salary dropped significantly and I fell behind on a payment to which I made up three months later. XXXX XXXX I separated from my job because of medical difficulties. I immediately notified Seterus. They notified me that a modification would work in my situation if I were behind in payments by one and a half months but because I was current they could n't help. I did not pay one and a half months to qualify for the modification. I was denied the modification because I did not have employment although I had savings that I was supporting myself and family. If I were told that not having current income would ALSO deny me for a modification then I would n't have missed the payments to qualify. Seterus told me that it was a common rule not to accept modifications if a person had no current income regardless of savings. They told me that I should continue to pay the mortgage and notify them when I gained employment ( XXXX XXXX ). I did and set up a payment plan to repay the month and a half I was behind. Mind you I still had n't received a mortgage bill so I was not aware of how much was going to my arrears and what was going to fees. Last I checked with Seterus my arrears was down to about {$800.00} in XXXX. My payment is {$1200.00} and I have been paying {$1300.00} since XXXX to continue to pay on my back payment in good faith. XXXX XXXX I paid only {$600.00} on my mortgage due to car maintenance and have every intention of making up the XXXX payment at the end of the month. I received a letter in the mail stating that I owe {$1900.00} in back payments and if I do n't pay in full by XXXX XXXX they will begin foreclosure proceedings. Since my repayment issues ( due to their misguided advice ) I have no idea where my payments toward my arrears are going. Is the {$1900.00} for the XXXX payment + past arrears + XXXX arrears? Their is n't a person handling my bankruptcy account that I can talk or email directly. The telephone number constantly refers me to the web-site that has a tendency not to work by freezing five minutes into searching for information about my account. The customer service line places me on hold for a half hour or more. Seterus is aware of this web page malfunction that 's been happening since XXXX when I unwillingly became a bankruptcy mortgage customer.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Gulf Breeze, FL

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Savage, MN

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Pinellas Park, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: For the pass 2 years my wife and I have been applying to modify our loan with XXXX XXXX XXXX and Seterus. We were only 2 months behind in XXXX 2014 with XXXX XXXX XXXX and they would not except them because I was 2 weeks late on my third payment. That 's when I ask them for help with the mortgage. After filling out XXXX modification packages with no results, now they passed the loan service to Seterus. I 've filled out another loan modification package with them. We feel we 're getting the round a round again. We are sick of this abuse with these banks who we bailed out, now they think they are high an mighty that they can waste our time and tax dollars by giving us the run around and not help us. My wife is not able to work due to being hit by a car 7 years ago. She has a broken back and is still not able to work due lots of pain with movement. I was lay off from XXXX XXXX government job that I 've worked for 7 years. It has not been easy trying to find any job these days. That 's why we 've been asking for help with the modification of our home mortgage so far no help. The house is in foreclosure and my wife Social Security Check pays a lawyer to keep us in the house. We do n't know what else to do. We have income coming in with the side jobs I do here and there, my pension check and my dad who is living with us due to being ill helps us every month with his pension and social security every month. Is there anybody out there that can help us with this matter?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Arco, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My mortgage company verbally, and in writing, threatened foreclosure. It made me accelerate payments that I could not make and which have destroyed my finances in the short term. I am filing this complaint because my lender never offered me a loan modification. I am currently applying for a streamlined loan with XXXX. If my lender had advised me of this option, I would have applied for it instead of making the payments which have made me insolvent over the summer months. I am angry, upset and frustrated that I was verbally threatened with foreclosure instead of being offered this option.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Eagle Rock, ID

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Arco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with Seterus who is servicer for my loan. my monthly mortgage payment was {$2300.00} ( principal + interest ) paid on XXXX XXXX, but Seterus increased the payment to {$3000.00} due by XXXX XXXX in which they say escrow account added, but it is without my approval. I have asked customer service dept ( XXXX ) to remove escrow account on my loan verbally and in writing since XXXX XXXX, but they have not removed it until today. I never opened escrow account before, so I do not need to pay escrow amount in addition to original mortgage payment. it is their mistake and it should be corrected back to previous status and it is time sensitive matter but they gave me a false instruction and a lie so that I have n't got any corrected statement yet. 1, 1st time call : XXXX XXXX, lady ( did n't get name ) advise me the will fix the problem, just ignore the bill statement with increased amount and I shall be given updated bill statement soon. but nothing happened 2. 2nd time call : XX/XX/XXXX, XXXX XXXX, told me that previous customer service agent did not do anything, so she was now making a special request for fixing the problem and advise me to wait until next week but nothing changed. .3. 3rd time call : XXXX XXXX, XXXX XXXX and XXXX XXXX ( supervisor ) told me that they can not handle this problem and I need to submit the request in writing to correspondence department XXXX. XXXX XXXX : I faxed the request and I have confirmation email from correspondence dept on XXXX XXXX XXXX. XXXX call : XXXX XXXX, XXXX XXXX, asking her to expedite the request so that I can just pay same amount as contract on next due but told me just wait until they respond to me. she said it will take one month. summary ; - it is seterus that made the problem, they should corrected this problem right away but customer service agent told me a false instruction causing to wasting of time - customer service agent said they can not handle escrow account issue and ask me to contact correspondence department directly through fax after 2 weeks of false instruction. - they said correspondence department will respond me within 30 days - but next due is XXXX XXXX and I just want to pay same amount as I always paid which is not with escrow account. - customer service agent asked me to just wait until correspondence dept answer and pay increased amount with escrow account which is wrong.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

Seneca, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response