Seterus, Inc.

2016-07-11

Tubac, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, XXXX my mortgage Company, Seterus, sent me a letter stating that as part of my HAMP mortgage program that I qualified for an additional incentive. The letter attached stated that after the 6th anniversary of my mortgage modification ( which was XXXX XXXX ) if I signed the paperwork and sent it back they would apply a {$5000.00} principal reduction to my balance and would amortize my loan after the {$5000.00} principal reduction was applied. XX/XX/XXXX I contacted Seterus and asked where the {$5000.00} principal reduction was and I was told it comes from the government and it can be anytime after the 6 years. So I waited and waited and finally XXXX XXXX I received a {$5000.00} principal reduction to my mortgage balance. Then my XX/XX/XXXX statement came and the payment amount was still the same so I contacted Seterus to find out if my amortization was in the works or what was the status. I am a single mom trying to make ends meet and I am having a very difficult time right now since the rate keeps rising on my mortgage that was modified and I have been waiting a year for this principal reduction and amortization. I am struggling to make the payments. I ca n't get any to refinance my underwater mortgage because they say I received the modification so I ca n't take advance of the HARP refi that allows people with underwater mortgages to get help. So I was told when I contacted Seterus that they have no record of a amortization and I told the representative " I have the letter you sent me. '' She said " its over a year old we have no record of it '' which its not my fault it took a year for this stuff to be processed. She told me I had to send a letter in writing to the Correspondence Department with a copy of the letter. She also indicated that there is only XXXX people working in that department so there is no turn around time and she does n't know how long any response will take.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Vienna, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX XXXX, XXXX I have provided Seterus with my XXXX County Property Tax Examption Certification for the tax year, as instructed by my County Property Tax Office. about a month ago. Their " telephone customer service '', determined that a " check for approximately $ XXXX+ was issued to me and sent to me back in XXXX, XXXX, for the tax year XXXX. I never received this check. Though a small amout about a {$100.00} refund ( unrelated ) subsequently I did received XXXX, XXXX time frame. So, after being in phone conversation, each time about an hour, with Seterus Tax Dept ( XXXX XXXX ), and Seterus Customer Service, I was told on XXXX XXXX, XXXX, a check for {$2900.00} ( aprox ) was being issued, and sent to me by mail to my mailing address, within 7 to 10 days of XXXX XXXX, XXXX ( the day I called first regarding my " Property Tax refund check for XXXX '', after faxing them the " Property Tax Exampt Certificate from my XXXX County Property Tax dept, as suggested by the county tax officer. This was the 2nd one hour phone call with Seturus Customer Service. Today, XXXX XXXX, XXXX, I called Seterus Customer Service again. After holding for 56 minutes on phone, with this customer service rep, she told me something very different. I was told that no check was sent to me, as promised on XXXX XXXX, XXXX. That an " escrow analysis '' will be done on XXXX XXXX, XXXX, as they do that once a year. After that, they may or may not send back the " XXXX TAX Refund Check ''. I have a family medical emergency with XXXX family members, and I have medical bills to pay, and this " uncertainty '' and repeated misleading statements and required enormous time spent on phone with their customer service dept, is an enormous burden. Seturs by the way, was selected about 4 years ago, when I did a loan modification via the Federal government, and this company was selected by the FHA loan that I had at that time, via loan modification protocol I submitted. I have never defaulted on any monthly mortage payments since that time, and have set up automatic withdrawl each month as per their instructions from my checking account, renewed every three months since then, by phone as required by Seturus.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-08

Atl, GA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-07

Rochdale, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-07

N Hollywood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-07

East Rockaway, NY

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Complaint: My home mortgage loan was sold to a company called Seterus Inc . In late XX/XX/XXXX/XX/XX/XXXX we fell behind in our mortgage. In late XX/XX/XXXX Seterus offered us a refinance agreement and started a 3 month trial. During this 3 month trial which we completed successfully, Seterus representatives continually called, This week ( XX/XX/XXXX ) twice already, the first representative stated that he was calling to collect a debt, without checking to see that I had spoken to a representative the week before and discussed the refinance package that was sent to me. I have until XXXX XXXX to respond and yet they still call me constantly. Some representatives have been threatening, telling me that if I do n't provide a repayment date or plan they will foreclose on my house, even though I was complying with their refinance package. I also receive as many as 3 letters a day making the same statements. This company appears to use scare tactics and threats in order to force home owners to make rash decisions. Furthermore when I state that I would like to consult an attorney, they imply that they will go forward with a foreclosure action. This company has been bullying me for 6 months, and even though I have resigned to agree to their terms without consultation they still call and harass me. I thought this type of action was no longer legal.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-05

Juneau, AK

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-04

Ansley, LA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-03

NE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus is trying to charge me for things I am not responsible for. I have sent XXXX disputes and continue to receive a lying response from Seterus. The total amount I disputed was {$390.00}. They finally credited back {$370.00} of my dispute because they were wrong BUT they lied in their letters to me. The remaining amount is {$15.00}. Does n't seem like much because it is n't. It 's the principal now. They received my loan from XXXX XXXX in XXXX 2016. Seterus is charging me {$15.00} for a `` drive by '' inspection of my home on XXXX XXXX 2016. I did n't request this nor should I be responsible for the `` drive by '' inspection. I am not in default, I am not in foreclosure, I have never made a late payment with Seterus either. They have declined my dispute 3 times now. I am now filing complaints against Seterus becuase they are horrible!!!!!!! Their customer service is less than adequate and they argue over the phone with me. Then they tell me they only respond to written disputes. I am DONE with them and I will NOT pay the {$15.00} ....
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-01

Brooklyn, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-01

Airmont, NY

Disclosure verification of debt

Debt collection: Mortgage

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

Disputed: Yes Timely Response

2016-07-01

Aurora, CO

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-01

CT

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: In summary : I had a mortgage with CitiMortgage and ran into financial issues. They refused to accept anything other than full payment. Hired an attorney and still could not get any kind of timely resolution - even after a judge 's order for Citi to provide final cost ( somewhere around $ XXXX ). By the time XXXX 's attorneys contacted my attorneys, the price rose to over $ XXXX. Bankruptcy was filed, agreed to pay {$30000.00} in attorney fees, interest, back payment and penalties to XXXX. XXXX disputed bankruptcy amount post-petition and said I owed an additional {$56000.00}. Around this time frame I am not dismissing the fact my homeowners insurance was dropped and was without insurance, but they artificially over-inflated the charges, along with others ( There was a Class Action Law Suit against them for forcibly charging excessive premiums on Hazard Insurance in XXXX ). They never credited me any payments I made during said post-bankruptcy dates of XXXX XXXX and XXXX XXXX. ( As a point of reference, monthly payments were supposed to be {$1400.00}. They charged anywhere from {$2200.00} to {$2800.00} per month ). Once I was signed off from bankruptcy court, XXXX sold my mortgage to Seterus in XXXX XXXX and I did a modification around XXXX XXXX with Seterus. The modification amount increased significantly and I requested all documentation from conception of loans to current from XXXX as well as Seterus for accountability and justification of additional monies. In one of the replies, Seterus ' response, in part was " ... on XXXX XXXX, XXXX XXXX transferred the loan to Seterus with an unpaid balance of {$200000.00}. At the time the loan was contractually delinquent for the XXXX XXXX, XXXX installment and all subsequent contractual installments, plus fees and charges based on the information received from XXXX ''. This totaled an additional {$42000.00} added to the loan as " interest and fees ''. Seterus finally finished modification paperwork in XXXX XXXX, and while I was reconciling my records and bank statements against their information finally provided to me, they threatened if I did not sign the mod documents as is, within 30 days, my payments would double and/or foreclosure process would begin. I was forced to sign those documents around XXXX XXXX, but had to use XXXX XXXX paperwork as an adjustable mortgage bringing the loan amount to {$240000.00}. My loan went from a fixed to an adjustable and they added an additional year ( 31 years ). In XXXX XXXX, I received an " escrow breakdown '' from Seterus stating I was in arrears of an additional {$28000.00} with XX/XX/XXXX payment to reflecting this increase. I have detailed information dating back 7 years of all the interactions, conversations, and bad behavior I have had to endure through all of this. I will not deny I owe missed payments and/or reasonable monthly late fees - but it does n't account for complete discredit of months of payments made. Just using the XXXX XXXX to XXXX XXXX dates, here are the facts : {$34000.00} was owed for mortgage payments at {$1400.00} per month. {$32000.00} was paid by me. A suspense credit of {$3900.00} was given. Leaving a credit to me of {$2900.00} for this timeframe. Even if you used the inflated mortgage prices in that same timeframe, then : {$60000.00} was owed for mortgage payments varying from {$2200.00} to {$2800.00} per month. {$32000.00} was paid by me. A suspense credit of {$3900.00} was given. Leaving a deficit of {$23000.00}. According to my bank Statements and ( XXXX Statements ) Seterus ' figures do n't match.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-01

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I am extremely upset in the way Seterus has failed to provide sufficient information in regards to my review fro a Principal Reduction program my lender XXXX participates since XXXX XXXX, 2016! I can not believe the way Seterus is giving me a difficult time for my review. They have failed to provide the XXXXLTV ratio to see if I qualify for this program. Seterus has also mention they do n't participate in this program, but according to my lender that should n't affect the review because as long as the lender participates in the program they are obligated to review.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-01

Fort Pierce, FL

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX 2015, Seterus, inc sent me a document to initiate a trial payment. I told them at that time that the payment was too high for my family to afford but I was afraid and made the payment anyway because I was afraid of losing my home. I was told from their customer service to send them a letter and the evidence as to what I was able to afford and comparable sales of home in the area, because as far as I was concern I was making the same payment before I went into default and the house value went from {$440000.00} to {$250000.00} and they wanted to charge me {$100000.00} more than value of the house and the same monthly mortgage of {$1900.00} before my default They sent me a modification for {$1700.00}. I owned {$300000.00} to the bank and they want to issue a loan for {$350000.00} for 40 years plus my deferment. I simply asked if they could reconsider if they could give me the loan at the XXXX @ 4 % for 40 years and defer the balance and we would be where it affordable to me and still profitable for them. My house value {$250000.00} and I am still willing to pay what I owe I call them up and told them if they can lower my payment $ XXXX-XXXX less per month it would be more affordable for me. I still do not understand why I can not qualify for the HAMP PROGAM since this is my primary residence. All they had to do was charge me what I owe and put the difference at the back of the loan and we would have been able to make a payment. They made me believe that this would not be a problem There customer service told me to make the initial payment with my formal complaint, along with the comparable from a realtor and do not sign the modification agreement and they will review and get back to me in 30 days. Seterus sent me a letter saying that my case was under review and they will get back to me within 30 days They never got back to me. I contacted them again and they sent me another letter stated that I will hear from the in 30 days and they told me not to make any more payment because that modification is off the table and I have to reapply. They could have been straight with me and told me to keep on paying until they came to an agreement. I felt so deceived that I have to start this whole process all over again. They did not honor their 90 days trial period, I paid up to 6 month on the trial period which should have been 3 months I submitted new documents for a new modification and every time I called nobody knows what is going on with your case. They tried to file a foreclosure on me twice and the judge dismissed the case twice because of them not complying to Federal & State standards. They sent me a letter that they have all my documentation and it is in review and yet is has been over 8 months and I still can not obtain an agreement from this bank. I recently sent in new paystubs and bank statements to their office. I am tired but I will not give up. This is my home that I am raising my XXXX children and widowed mother and refuse to give up. Please help us. How could our government allow Seterus to conduct business this way? They are the worst bank and they never keep their word. And their customer service people are horribly trained in assisting people with their issues. They are not trying to help us to save our house they are more trying to hurt us. I do not want a hand out I just want a I want to make a payment that is reasonable for all of us. Everybody who has ever dealt with Seterus knows what I am dealing with. We were so close to coming to an agreement that could be fair to both of us and because of their negligence and incompetent we have to start the process all over again. I need some answers on my modification and I am hoping that your organization could assist us in this issue.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-30

Azalea Park, FL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-29

Carversville, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-29

Hollis, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-29

Arco, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage company is stating I 'm behind on my account. Per my calculations I should be up to date. They have applied my monthly payment towards other fees without my authorization, this cause for my account to be at default assessing late charges on the account and reporting over 30days past due. Until this date, I have requested for someone to review my account and explain to me how my funds are being distribute to my account. I get no answer, representative only state " I will mail you out a payment history report '' this is not the solution. I need answer. I requested to speak to a Supervisor and was told her name was XXXX she was unprofessional. I asked her to please go over payment history report with me to inform me where in my part I defaulted on my loan. I 'm 100 % sure my account should not be past due. I need assistance and need someone to inform me where I defaulted and no one in this company is taking the time to review my account to proof them wrong.. I expect my credit report to be fixed and my account back up to date.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-28

Haskells, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-28

Columbus, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-28

Knickerbocker, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-28

Itasca, IL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I was advised by a representative at Seterus they cant guarantee I would get reviewed for the principal reduction program my lender started to participate as of XXXX XXXX, 2016, because of my delinquencies and defaulting on a previous modification! I have written a detailed letter of explanation along with the guidelines and the letter Seterus has send me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-27

Garrison, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

Commerce, MI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response