Seterus, Inc.

2016-05-19

Florence, SC

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-19

Warren, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-19

NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-18

Palmerton, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-18

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-18

Allemand, LA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-18

Buford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-18

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Inc. has taken over the servicing of our mortgage from XXXX XXXX XXXX. This company is harassing us through a barrage of phone calls when they deem the payment late. We sometimes send the payment in the first week of the month and although there is no penalty they claim it is late and that I need to pay it by the XXXX of the month. I never had this problem with XXXX XXXX XXXX. We had until the XXXX of the month before penalties were assessed. I have also been locked out of the of the website and to my amazement there is no direct # to call on the website. I tried one of their phone # s used to harass their customers and was redirected to the website. This is basically a company that has ear-marked customers and is out to get those XXXX XXXX XXXX customers that may have gotten in trouble with payments. The worst service and the worst treatment of customers I have ever encountered by a bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-17

FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Our firm, XXXX XXXX, has been monitoring our client 's request for mortgage assistance with Seterus to ensure its compliance with Regulation X and other pertinent servicing guides. This is the third CFPB complaint we have had to file in connection with this client. After a year of back and forth Notices of Error, Seterus finally initiated a proper evaluation of our client 's loss mitigation application for the HAMP modification program. Subsequently, our client was offered a Trial Period Plan that was to begin in XXXX 2016 and the last Trial payment would be made in XXXX 2016. Now that our client has completed the Trial Period Plan, Seterus 's counsel in the pending foreclosure has sent us a Home Affordable Modification Agreement to be executed, which states the first modified payment is due XXXX XXXX, 2016. According to investor ( XXXX ) guidelines, if the servicer elects to make the 1st modified payment due the 1st day of the second month following the end of the Trial Period Plan, the Borrower is not responsible for making a payment during the interim month, which in this case would be XXXX. When we contacted Seterus regarding the XXXX and XXXX payment, the representative did not disclose that information. Moreover, the representative instructed us to tell the Borrower to make the XXXX and XXXX payment as if XXXX was required. We believe that is an error and a false and deceptive statement. Additionally, the Home Affordable Modification Agreement contained a provision that was not authorized by XXXX. The provision at issue is XXXX. and states the following : " Any and all attorneys fees and legal costs incurred by Borrower or its representatives, with respect to this loan, will be the sole responsibility of the Borrower. '' Pursuant to the XXXX XXXX XXXX published on XXXX XXXX, 2016, the agreement was ONLY to be revised according to the terms provided by XXXX. The provision added by Seterus and/or its counsel was not authorized by XXXX and should be removed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-17

Quartzsite, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have owned my home for 10 years. PMI was scheduled to be removed last year automatically when the original LTV reached 78 %. I applied for XXXX assistance earlier the same year and qualified for a very small adjustment ( & lt ; {$100.00} per month ) This apparently reset the timer on the PMI clock, but I was never made aware of this stipulation. ( My current PMI payment is {$200.00} per month ) Basically I used XXXX to save {$100.00}, yet continue paying {$200.00} indefinitely. Seterus will not remove PMI or provide me with an automatic removal date. I have never missed a payment and make plenty of money, the XXXX PMI each month is an insult that makes me consider walking away from the house.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Somers Point, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Edenton, NC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Kosciusko, MS

Settlement process and costs

Mortgage: FHA mortgage

Complaint: Now, Seterus is falsely claiming a debt and loan from XXXX. We have and will continually deny this fraudulent debt and loan made by Seterus. Our communication to Seterus was/is very simple ; do not contact us again because you all " Seterus '' is now claiming to have/servicing a Loan from XXXX plus ( XXXX and its affiliates ) are in violations of Federal Laws by continual harassments and threats. Therefore, you all Seterus plus ( XXXX and its affiliates ) need to stop making fraudulent claim about they have a lien on our property and owe a loan through XXXX because Seterus are trying to make a claim and a false foreclosure on my property which lead to defamation of our character. " Allegedly, Seterus plus XXXX, XXXX/ XXXX XXXX , XXXX etc. have committed fraud and continue to do so because they never had a lien on our house from the off-set or the inception of our mortgage ( See attachments ). " See the previous complaints made by us '' Submitted by XXXX XXXX and XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I completed a modification with Seterus that they can not produce record of. Collection calls and notices pertaining to the PRE-MODIFIED mortgage loan began to be received immediately after the modification was completed and the paperwork was successfully returned. Representatives struggled to find evidence of the modification. Most Seterus Representatives seem confused and unknowledgeable, and have instructed me to send more payments but can not say to which account my payments would be applied. They also tend to provide false information and appear untrained and unmonitored. A few representatives are outstanding in comparison to their peers, understand the problems, are apologetic, and have tried to facilitate a resolution. I can never reach them again despite efforts, and have been informed by Seterus Supervisors am not allowed to have a single point of contact ( despite being told previously by other reps that they would be my single point of contact ). Requests to the Seterus Correspondence Department ( faxed by me and communicated by Seterus representatives ) for an updated statement resulted in more statements pertaining to what would be the original mortgage balance if no modification process had ever been initiated and no payments had ever been received to date. It took months before a representative could explain that they needed a recorded quit claim deed from my ex-husband in order to record the modification. I had been specifically told at the outset of the process that the unrecorded copy sufficed for modification purposes. XXXX, XXXX and the XXXX were notified. Seterus instructed me to contact the correspondence department to receive a written directive for my ex-husband to record the quit claim deed so that they correct " mod loan '' could replace the old mortgage in the records. Representatives and Supervisors have offered to facilitate this process with the correspondence department, but correspondence responses received continue to be irrelevant. During a three-way call with an XXXX XXXX and Seterus Supervisor, I was told that the account would be rectified and cleared once the recorded quit claim deed was received, and because the process could be lengthy, my ex-husband should call to receive verbal confirmation that the deed must be recorded. When he called, the representative incorrectly informed him that they last spoke to me in XXXX, and that I had called for the first time and had requested consideration for a modification. Outraged, I immediately called back and a knowledgeable representative facilitated a three-way call with my ex-husband during which she apologized and corrected the information provided by the previous representative. She asked if he would record the quit claim deed and send it. He asked again for a written directive because every Seterus representative gives a different status of the account and what is needed, and he ( like XXXX ) are always first misinformed that the account is $ XXXX in arrears. I could not confidently send any additional mortgage payments, as I was told that they did not know to which mortgage my payments would be applied ( the pre- or post-modified loan ). I have repeatedly informed Seterus that I have the funds in full set aside and I wish to apply them correctly to what they refer to as the " mod loan '' but need something in writing that shows an accurate balance and that the payments will in fact be applied to that loan. I only receive statements about the old loan from them and their staff do not appear to know what to do. The more knowledgeable Seterus representatives and supervisors are aware that I am anxious to bring the account current but can not seem to facilitate the process. I can not even receive a 2015 tax statement from them because it is as though all of my modification payments have disappeared until this mess can be straightened out
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-16

Bellaire, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My home was included in my bankruptcy in XXXX, and discharged in XXXX. Indymac bank, the original mortgage holder has still not foreclosed on my home and this is keeping me from purchasing a new home. The home is at XXXX XXXX XXXX, XXXX, FL XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-14

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is my second complaint. My previous complaint involved the failure of Seterus to credit my mortgage payments for XX/XX/XXXX and XX/XX/XXXX. After you contacted them they corrected the issue. They stated the reason my payments were n't credited was because my account was flagged due to a pending loan modification and trial payment offer. I never requested a loan modification. However, they credited the account and sent me a statement reflecting my payments. They also sent me paperwork stating my loan modification offer was cancelled at my request. Great! I never requested a modification nor did I request it be cancelled. Since they credited my account appropriately I thought all was fine. Today, I attempted to log onto the website to make my payment and my login is redirected. The screen I am redirected to says, '' thank you for applying for hardship assistance '' and I am directed to complete paperwork for a modification. I have not requested hardship assistance and I believe it is less than honest to redirect the website upon login to make it look as though I have. To be clear, i do not want a modification and I am not requesting any hardship assistance. Today when I arrived home a package was waiting that stated Congratulations your modification has been approved. What modification?. This company is either really confused or they are playing games. Is this the modification that was cancelled at my request? If so, why is it now approved? I just want to make my payment and have it appropriately credited to my account without all of this nonsense. After the last issue was resolved in XX/XX/XXXX, I somehow ended up with a {$200.00} plus dollar over-payment sitting in my suspense account which is odd since I paid the amount my statement showed was due.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-14

Gastonia, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was recently sold from XXXX XXXX XXXX to seterus. I was supposed to receive a welcome packet by XXXX XXXX, and have not received anything! I do n't want to be held in default for payments when I have no information or loan number to send it to!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Atlanta, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Discovery Bay, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-13

Lk Buena Vis, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: We have a loan # XXXX originally from XXXX XXXX that has been serviced by Seterus, Inc ( Formerly XXXX Lender ) that has never been late ( account was always in good standing ), but since XXXX XXXX they have misapplied payments to all principle instead of applying to the interest installments. We have had to call every month since to attempt to correct then, and they have not been able to do so. They adjust it after several calls a month, but for the latest month ( XXXX XXXX ) they have not been able to correct it and have been very incompetent about it. Leading us into a situation where we were considered late despite making the payment on time ( actually two weeks early, including extra ). We have no escrow accounts. Prior to this we had issues with them and claiming we did n't have flood insurance ( when we did ), and generally a horrible experience with the company on a loan with otherwise no issues.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-13

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold to Seterus. I received the 15-day notice from Bank XXXX XXXX. In reading the notice it stated that my loan was being transferred XX/XX/XXXX. It stated that I could make my XXXX payment to Bank XXXX if it were a timely payment. I have a 16 day grace period and I was well within it on XXXX XXXX, 2016 and TODAY. I went to transfer funds and discovered that XXXX had removed my mortgage account information. Thus, i have been unable to make my XXXX payment. To top that off, I have not received my notice from Seterus as of yet. I proactively called XXXX to obtain Seterus ' information. They gave me the payment address of XXXX. XXXX XXXX, XXXX XXXX, CA XXXX. However, when I went to Seterus ' website, I was given a different address. Thus, I am unsure where to mail the payment. Additionally, XXXX do not accept XXXX. I proactively called Seterus to talk with a Representative to obtain my account information to put on my check. I still have not spoken to anyone. I have received circular messaging for several days and i have not gotten a live person the phone. On of their messages says to go on line to register to make a payment. I went online to register and make a payment. Their website states that you need your Seterus Loan number to register. Unfortunately, I do not have it because i never received their notice. I was planning to XXXX them the payment today XXXX XXXX, 2016. However, I do not have an account number to put on the check. I looked at their other payment options and their fees are very high. All I want to do is pay my mortgage in a timely manner. I did a XXXX search on this Company and I am concerned. There are so many negative statements about them and the way they do business. Do I have any recourse? My loan with XXXX XXXX XXXX was current as of last month. I am currently injured and unable to put weight on foot. Thus, I am unable to do a lot of running around and handling stressful situations. I have the ability to pay my mortgage, I do not want it to fall in arrears. Please provide guidance on navigating this maze, that I would like to avoid. Is there anyway to go back to XXXX? If not how do I get Seterus on the phone to obtain my account information? Additionally, please provide me the applicable authorities for this situation. Thank you,
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-13

Lansing, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage lender, Seterus, Inc., sent a letter and coupon XX/XX/2016 stating that I had a projected escrow shortage of {$8.00}. I included the payment coupon and the additional {$8.00} with my regular monthly payment in XXXX 2016, for a total payment of {$550.00}. The company has received the payment and cashed the check, but have credited the entire amount to my escrow account and show that I have not made an XXXX 2016 payment. I have been in telephone contact with Seterus, Inc iand spoken to XXXX XXXX ; XXXX XXXX acknowledges receipt of the funds, but states that they can not move my payment from my escrow account without written communication from me, which is only accepted by U.S. Mail. There is no way to send this request electronically. The result is that I will have late fees, that should not be charged to me as my payment was in their hands long before it was due. I am sending the letter but find that Seterus, Inc. business practices are predatory.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-05-12

Andover, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-12

Saint Petersburg, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response