Seterus, Inc.

2016-06-27

Thousand Oaks, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-27

Waterford, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

Kings Ferry, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

Tampa, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I 'm just not sure Seterus really understands my position in their claiming to be the new servicer of my loan. 1 ) I have not received notification or any communication from the owner of the loan which to me provided the proper 'authorization ' to then begin working with me ... 2 ) Because of # 1, Seterus continues to do nothing but harass me because of 3 ) I have notified Seterus that the information they have is incorrect and if they look closely, they can get a sense of what I am stating is true. a ) I have stated XXXX had my insurance information and it 's all documented with the CFPB, would one really lie about 'documentation ' when obviously that whole point in stating that is because it can be pulled up ...??? b ) I have mentioned the balance otherwise being incorrect partly because XXXX was not applying payments properly. Obviously Seterus has my payment history and clearly they can see payments were being made twice a month but only posted later in the month and common sense tells you I was paying like that for a reason and that reason which is very common in mortgages is to pay the loan down more quickly, not to give the bank money ahead of time for them to use as they wish ... c ) the balance also was not correct due to some fees that were charged and Seterus can see those fees in those records as well. It 's not up to me to have Seterus be judge and jury ( they asked for all this documentation ), it is for XXXX and XXXX to work this out but XXXX XXXX XXXX has refused to look at the history of my correspondence even though I 've told them numerous times exactly when the insurance information was provided ... I 've tried to contact Fannie Mae and no response from them. Based on this, Seterus needs to tell someone that these issues need to be worked out before resuming with this account. At this point it 's a bad account and for no other reason than that Seterus does not have the correct information, Seterus seemingly refuses to accept the information is wrong but at least in my opinion Seterus is digging a pretty deep hole by continuing to harass me and threatening foreclosure ...
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-27

Blmgtn, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage servicer has ignored repeated requests for a mortgage loan payoff. These requests have come from the settlement agent, an attorney who handled a discharged bankruptcy and myself, the borrower. This process has been ongoing for 2 weeks and each time the servicer denies that they have been contacted by anyone.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

Richmond, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-26

Farmington, NM

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-26

NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I had XXXX in XXXX, told them I knew I 'd become a few months late with payments ( I believe it 's 4 ). They told me we 'd do a modification, not to worry. I filled out all the forms and provided all the documents. The mod arrived in the mail stating a slightly lower monthly payment, a higher int rate than I was already paying ( 3.87 current, 4.0 new ), and extended my mortg from becoming mature in XX/XX/XXXX to XX/XX/XXXX - approx 20 years more! Okay, this seemed crazy for just being behind 4 months. I did not want my mortg extended another 20 yrs, so I asked for a breakdown so I could understand it better. All they gave me was a total payment amount with one including principal and interest and the other was the escrow ( also, they were including my mort payment which I 've always paid through XXXX for over 20 years, and they were adding mortg insurance which I 've never paid in my life ). But, simply asked for the breakdown. As of XXXX/XXXX/XXXX on my last conversation with them ( out of approx 10 conversations ) they told me the same thing, that they ca n't let me talk to the loan mod dept person, they are too busy, I have to go through their group of cust serv people. Well, I said that 's fine, but I still did n't get the answers to my letter from XX/XX/XXXX ( as discussed during each phone conversation with them since XX/XX/XXXX ) and there 's no excuse at this point except to think they are doing something wrong and I need to call someone like a lawyer or mediator ( counselor ) to help me. Then someone gets on the phone and says there 's a response time for this type of thing, would I like to know what it is? So, I said " really? '' Now, after 2 months, you want to tell me something nobody else has told me on any other previous phone conversation? So, I said " NO! I do n't want to hear it '' at this point there 's nothing he should be telling me that did n't get said in XXXX. Now, I have an appt with XXXX - to meet with a certified housing counselor. I 've been in this house since XX/XX/XXXX. My child was raised here and he 's now XXXX. He just lost his father 2 weeks ago. I do not want to lose my home. I believe they should 've suggested another alternative to save my home since I owed more than it was worth during my last re-fi 5 yrs ago. I still owe more principal that it 's worth, even according to my homeowners insurance co, XXXX, who informed me to obtain a new appraisal. But, I ca n't afford to, according to the city I pay taxes to, whom I had written. If I had known I could n't applied for assistance to reduce the principal, I would 've done so. Now, I believe it 's too late.
Company Response: Closed

Disputed: Yes Timely Response

2016-06-25

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-24

CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My wife and I purchased our first house in XX/XX/2016. Shortly after, the value of the XXXX XXXX financed home lost considerable value. We were also hit with XXXX that nearly cost one of our lives. Needless to say, our medical bills, recovery expenses, and loss of employment were financially devastating. We fought through our challenges and upheld our responsibilities of paying our bills. We elected to pay the PMI on the note until we could reach the XXXX % equity threshold based on the original loan amount and the outstanding principal. We contacted SETERUS, Inc. several times to discuss our situation and confirming that we will in fact have PMI removed once we meet the XXXX % threshold. We sent in funds to SETERUS Inc., with a letter directing the sent funds to be applied to principal only. I have XXXX issues : 1 ) SETERUS, Inc. failed to apply all 100 % of my principal reduction payment to the payment ( as directed on the accompanying letter and on the personal check that was deposited. ), rather, SETERUS, Inc. took it upon themselves to apply 38.9935 % of the sent principal reduction payment to monthly payments ( our account is/was not delinquent, therefore the amount was applied to future payments ), and only applying 61.0065 % to the principal without our consent nor approval. Directions with our funds were not followed ; part of the 38.9935 % of the money that was mis-directed was paid to SETERUS, Inc. in interest ... interest on future month 's payments. 2 ) SETERUS, Inc. states that the automatic termination date of the PMI policy is impacted by the step rate adjustments, thus they are unable to provide me with an exact date the PMI policy will automatically be removed from the loan. They state, " Please note, additional principal balance reductions do not change the automatic termination date of the PMI policy. '' Their PMI Cancellation Letter request that I complete a form, and submit a {$350.00} non-refundable check for an appraisal fee of the property. In the fine print, the letter states that they will only look into the possibility of removing the PMI if the {$350.00} is attached and clears. These {$350.00} are non-refundable should our account not meet the eligibility requirements of PMI removal process. Our account qualifies for the HARP refinance option, where an appraisal of our property would be completed free of charge, regardless of our loan-to-value ratio.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-23

Atl, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-23

Lawrenceville, GA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-23

Chester, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-22

NC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In XXXX XXXX I applied for a loan Mod with Seterus. Everything was completed ( trial period ) and I was sent the Loan Docs to sign. The name ( another parties name ) was not right and we were told not to sign to send back. XXXX back and received them back a couple of weeks later. We signed and sent back. I started calling when I had not received the notification that everything was ok. I am told that everything is being processed. Things went down hill from there. Told that the Mod had been denied and not to make any further payments. I still called several times a week to find out what was happening. I had XXXX XX/XX/XXXX so I stopped calling so I could recoup. In XX/XX/XXXX I called again and was told that the Mod. had been approved on XXXX XXXX 2016. So I called a rep at XXXX and stressed my concerns with what was going on. The next thing I knew I received a Dismissal of Foreclosure and the Loan Docs. So I started paying the payments in XX/XX/XXXX. Now I received a call reflecting that we are five months behind and getting ready to go into foreclosure again. I have written documents from Seterus reflecting payments being made from the Suspense fund now I am told that that was not right everything was wrong. So how do I know what is right. Also I was charged twice for attorney fees. The list goes on!!!!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-22

Chula Vista, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I contacted Seterus regarding a hardship situation dealing with family medical issues, which was impacting my financials. The person I spoke to XXXX XXXX, was very understanding and implored the help of her manager XXXX XXXX. in the matter. They offered me an extension, and made payment arrangements by pushing out the due dates. However, I needed to give them pre-dated checks for payments. ( I have confirmation numbers for each one ). I was given reassurance that I would not be in delinquency or default status. Subsequently, one month later, I began receiving phone calls from another one of Seterus representatives, telling me my loan was in delinquency. I asked them to read the notes and agreement made with XXXX & XXXX. I then began receiving US postal letters and notices of default. I contacted Seterus via phone today and asked to speak to XXXX & XXXX. I was told by the representative that she could not transfer me. The representative informed me I had to work with her. I then asked to speak to a manager or supervisor. Again, I was not given the courtesy of my request. I have been dealing with Seterus for 2 years and have nothing good to say about their customer services or accounting practices.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Kansas City, MO

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Bonneauville, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Bitter Lake, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Jersey City, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am writing to file an official complaint with your agency about my mortgage servicer ( Seterus Inc. for my XXXX owned mortgage ) for what I believe to be : A.Violation of Federal Mortgage Servicing Rules As They Relate To Loss Mitigation Procedures. and ; B. Violating Federal Laws as they relate to responding to 'Qualified Written Requests as defined in RESPA , 12 U.S.C. 2605 ( e ) ( 1 ) ( B ). I believe that Seterus Inc may be in Violation of Federal Mortgage Servicing Rules As They Relate To Loss Mitigation Procedures for the following reasons : On XXXX XXXX, 2016 I sent a fax requesting loss mitigation/hardship assistance was sent to Seterus, Inc. to which I received no response ; on XXXX XXXX, 2016 I sent a follow-up fax to the XXXX XXXX, 2016 fax requesting loss mitigation/hardship assistance to Seterus, Inc. due to their failure to respond to my XXXX XXXX, 2016 request. To date it has been 43 Days since my first request for assistance on XXXX XXXX, 2016. With respect to my second allegation, I believe that Seterus Inc may be in violation of Violating Federal Laws as they relate to responding to 'Qualified Written Requests as defined in RESPA , 12 U.S.C. 2605 ( e ) ( 1 ) ( B ) for the following reason : On XXXX XXXX, 2016 I sent what is deemed to be a 'Qualified Written Request - QWR ' to Seterus, Inc via facsimile to which they never responded or provided me with the information requested. Note : Copies of all relevant back up documentation are attached.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Stevenson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Since XXXX 2015 our mortgage company Seterus Inc. has not credited our payments correctly and because of this they have charged us late fees because the payments are going into supense. I have called and spoke with the customer service people who say they are fixing it and still it is not fixed. I then have called and spoken to the supervisor of the call center XXXX XXXX who assured me she would have it fixed and still not corrected and also XXXX XXXX. I have spent over 15 hours on the phone with these people and all of who say that it will be corrected and that I can make my payment and it still is not fixed. I was told that it was because i was making my payments too early for the monthly payment, so then I started waiting to make the payments one the XXXX and still not fixed. They have my money in suspense and have not corrected my account.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-21

Sebring, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was in default. I made arrangements with Seterus and applied for an assumption. It was approved, I made payments and then Seterus had my house up for auction and it was sold. I was able to stop the certificate of occupancy in time. Seterus admitted their mistake in court. This was in XX/XX/XXXX. Since then it has been a constant battle to get some sort of payment arrangement made. They keep giving me the run around. Saying this or that was not received. I have proof that all communications were received ( my own fax ) Most recent was a letter dated XXXX XXXX, XXXX saying they were in the process of investigating the issues I had brought up and will contact me. Yesterday ( XXXX/XXXX/XXXX ) I received court papers stating a motion to reset foreclosure sale date! I called Seterus today ( XXXX/XXXX/XXXX ) and was told " It looks like we are still investigating. " No other information. This is but a small example of all their evasive tactics to foreclose on my home ... .Respectfully, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-21

Ft Belvoir, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have applied for loan modification in XXXX of XXXX and was approved. I received the loan modification agreement, signed on XXXX/XXXX/XXXX, and was XXXX back to you by the XXXX envelope the lender provided, however, as I spoke to XXXX XXXX, she told me advised me that somehow the modification was denied because the document was altered. Also, my previous attorney was in contact with Seterus until XXXX of XXXX regarding the final report from the court. My case was discharged but I still had outstanding balance to pay to trustee and the last payment was made in XXXX of XXXX. As I agreed with Seterus with loan modification, I have been paying {$2700.00} since XXXX of XXXX until XXXX of XXXX totaling {$62000.00}. I believe I have done all I can to cooperate and took my part of the loan modification to make sure all he payment went in on time. I have contacted the servitor in XXXX of XXXX, trying to find out what the payoff is, this is when one of the representative advised me that my property is in default and in the process of foreclosure. Nobody from Seterus has contacted me to advise me that my account is in default or in foreclosure status for XXXX month!, NOT EVEN ONCE!!! After I contacted them, now they decided and sending all these letters, I have been receiving all these letters about reinstatement fee, late fee, penalty, etc etc. Noone has bother to call me or send me a simple letter stating the fact and now they are going crazy sending me these letters to get more money out of me. I requested to investigate my account from the date I requested the modification, which was in XXXX XXXX, until now for the open balance as well as approve my loan modification as I signed on XXXX XXXX, XXXX. Nothing, no investigation was done. I have received letter from you dated XXXX XXXX, XXXX regarding the reinstatement fee in the total amount of {$40000.00}. I have applied for loan modification program on XXXX/XXXX/XXXX and I have spoken to the representative name XXXX XXXX XXXX and she advised me that my application is in the process of reviewing and in the waiting period. I have received another letter from you dated XXXX XXXX, XXXX, notice of default due to the non-payment in the amount of {$34000.00}. I have sent the letter to your department requesting how the amount of {$40000.00} has accumulated and also, detailed explanation of open balance in the amount of {$34000.00}. However, as of this date, nothing has been received, but you are sending me all these letters. I need some explanation of the open balance. I need to know which amount is right amount. As I stated, many representatives from the company that I have been approved for loan modification in XXXX XXXX, XXXX, and from their end, it has not been finalized. However, on my end, I have been making {$2700.00} for the past 23 months totaling {$62000.00}. I need to know the followings : 1. {$2700.00} since XXXX through XXXX, totaling 23 months = {$62000.00} ; 2. {$2900.00} since XXXX through XXXX, totaling 23 months = {$67000.00} ; 3. Difference from XXXX to XXXX = {$5100.00} ; 4. So basically there is {$5100.00} difference and obviously you will put late fee and along with other fee would be added, but having {$40000.00} open balance is not understandable. I requested to send me the explanation where the money I paid to you for the past 23 months and where they were applied and even if I made those payments, how come there is an open balance of over {$40000.00}. Nothing was answered. No letter explanation about the fund applied just calling me to verifying information over 100 times. Now, they are requesting me to sign new loan modification agreement with 40 years, trying get more interest money from me plus more. Their website is stating that they are there to help but in my opinion, they are taking advantage of people like me who is having hard time paying the bill
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

Taft, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-20

Manhattan, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Seterus is charging me fees to see if I lice in my house. They " say '' they send a guy out to see if I still live there. I call them every month and talk to them. They took the account over in XXXX of " XXXX ''. I was disputing some payments. And if you looked at my account I made payment every month. So I tryed to pay extra to get caught up. so setures stole the money for fees and charges I was NOT aware of. Why would you send a guy out to check the house out when I call ever month and make extra payment, unless you care ONLY about profits and are trying to steal house? If they give back my money I payed extra, I would almost have enough to get caught on my payments. Please help me end this over burden greed bank practice so I can own my home.
Company Response: Closed with explanation

Disputed: No Timely Response