Seterus, Inc.

2016-05-03

Marina Del Rey, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-03

Odell, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is my second complaint about Seterus Inc . Approximately 4-5 years ago when my loan transferred over to Seterus they did not accept the accelerated mortgage payoff program which was I was enrolled in. My mortgage payment was deducted from my account two times per month rather than just once which helped pay down the interest faster. Seterus never sent me any written correspondence advising me they did not participate in this program and six months after they were so called " servicing '' my loan they sent me a late notice ( which was a first for me ). They explained over the phone my loan payment had been late for the previous six months because they did not accept electronic payments ( despite getting only one late notice ). They explained my bill payer service was having to cut a check and mail it to them every month. This explanation did not make sense because I was scheduled to make the second final monthly payment well before the due date around XX/XX/XXXX and they were explaining they were n't getting my payment until almost 30 days later. I did not realize it took almost 30 days to mail and receive a check. This businesses behavior to me was suspicious and since this took place without any notification for a long period of time I no longer trusted them. I have a paper statement sent to me and will not partake in electronic statements. I have my bill payment provider cut a check to them half a month early ( just in case ). In the recent past I spoke to about XXXX different individuals who could not explain a discrepancy on my escrow ( which has yet to be resolved ). When requesting a full escrow analysis was advised they only give that out once a year and I would have to wait until the next time around. I was also told to send a request in writing or fax it, so I sent a faxed in letter to the number provided, called back several days later to confirm they received it and was advised they could not tell me because they did not have access to the faxes. When I asked to speak with someone in escrow they explained they do not have phones and did not accept emails and the rep told me they had all been fired in escrow due to " issues '' ( she then said she should not have told me that ). Fast forward to my current issue, I am simply trying to find an address to send my principal payment to. This should be a simple process ; however, last time I sent a principal payment we had to call to find my payment because it was not posted until approximately 30 days later. They gave an explanation of " principal payments need to be sent to a specific address '', however, this address is not listed on any of my monthly statements or their website? Also, when I call them ( usually around XXXX to XXXX XXXX pacific time ) the answering service states I have reached them outside of their hours of operations and to call back later, but on my paper statement they list hours of operation being M-Th XXXX to XXXX and F XXXX to XXXX ( all pacific time ). This is the worst creditor I have ever had to deal with. I believe they try to be misleading and manipulative with information. I am very disappointed that nothing has been done to correct their bad behavior and poor customer service performance. Since the beginning I have not been able to trust what they tell me when they explain problems, there is usually not much effort put forth to try and resolve problems and now I feel I can no longer trust the information provided on my mortgage/escrow statement. I just want them held accountable for the incorrect information they have on my statement and the information that should be on the official website or statement like principal payment address.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-03

Chicago, IL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-02

Beaux Arts, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-02

Hinsdale, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-02

Hollis, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-02

Traver, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-29

Lithonia, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-29

Georgetown, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I completed a 5yr Ch. XXXX Bankruptcy in XXXX XXXX. During this time I had 3 different mortgage loan service providers. My current loan service provider, Seterus, took over the loan in XX/XX/XXXX. The BK trustee notified me in XXXX XXXX that with my BK coming to an end I would be responsible for making my mortgage payment beginning with the XXXX XXXX payment. I began making the payments beginning XXXX XXXX as well as the subsequent XXXX. and XXXX. payments ( after double-checking with the trustee 's office on the exact amount due ). While the last BK payment was made in XXXX XXXX the actual discharge date was not until XXXX XXXX, XXXX. At that time Seterus signed-off on the loan begin current and up-to-date. When I began to make the payments directly to Seterus in XXXX. I was able to access my account with Seterus online but was unable to set-up recurring payments ( I received a message that the account was past due and had to be brought current before recurring payment set-up was possible ). I assumed this was because the BK had not been officially discharged yet. While not able to set up recurring payments it did offer the option of making a one-time monthly payment via XXXX XXXX and that is how I have made my 3 payments to date ( XXXX, XXXX, and XXXX XXXX ). I have my XXXX XXXX confirmations as well as my bank statements showing the funds were paid on time. Once the BK was discharged on XXXX XXXX, XXXX I assumed that I 'd be able to set-up automatic payments beginning with the XXXX XXXX, XXXX payment but still received the " past due '' message at the end of XXXX so I again made a one-time payment via XXXX XXXX. A week or so later ( about XXXX XXXX XXXX ) I again logged into the website to see if it had been updated and it did finally show the account current and gave me the option of now setting up recurring payments. It also showed the correct monthly payment amount due on the XXXX of each month with a late fee assessed after the XXXX of each month. This was the first time I was able to see that Seterus agreed with the payment amount the trustee had told me to make. While relieved to see the account updated I chose not to set up auto-payments at that time. Yesterday, XXXX XXXX XXXX, I logged into my account to make my XXXX XXXX payment and the account is again listed as " past due ''. That is n't possible as all payments have been made and certainly nothing has changed in the 2 weeks since I had last checked the site and everything was " up to date ''. Also troubling is that I am receiving no monthly statements from the company and no statements are available to me online either, so there is no way of knowing how the mortgage payment monies are being applied, i.e. if they 've been received and what is being applied to principal, interest, escrow, etc. There is no information about the escrow account either, i.e. what 's in it and what 's been paid out. Their FAQ section has questions but there are no answers to any of them. In XXXX of having a mortgage and many mortgage service providers I have never encountered anything quite like this. There is no information being provided either by mail or online about the account other than an account number. The customer service phone number just loops you around and I have found it impossible to reach a live person to discuss why there is no statement available or why I 'm being told the account is still past-due. Seterus does not have a good " online '' reputation and I included a letter to the BK judge and trustee about my concerns with this company when I signed my final BK papers. I was/am hoping for the best from Seterus but it appears some of the complaints I 've read about may be well-founded. Coming out of a difficult financial situation with once again a clean slate I hope it 's understandable why I am already concerned about how this company is handling my only asset.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-29

Englishtown, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-29

Ocala, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-29

Tampa, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Geeze, Seterus is really getting a jump on the complaints!!! Now I received notification they placed insurance on the home for 90 days for the sum of {$1500.00} which is insane on so many levels. First, they state their 'records show that your hazard insurance has expired ' which plain and simple, their records are wrong and they should have received insurance information from XXXX XXXX XXXX who received insurance information both in XXXX and around a month ago and both are well documented with the cfpb. Second, insurance for the home costs around {$1500.00} for the year, not 90 days so what kind of robbery is this!?!?! 3 ) Seterus as per a previous complaint still needs to back up and back off and for many reasons also noted in previous complaints. 4 ) As detailed with XXXX XXXX XXXX, Seterus needs to provide proper legal documentation as to why and how in the eyes of the law that I bound to their terms since the only legal document I have signed related to this loan was with XXXX XXXX. At this point I definitely consider that seterus has crossed the line with their threats and intimidation and when I speak to an attorney regarding XXXX XXXX XXXX, I will also discuss a lawsuit against Seterus as well because this simply is not the way things should be done.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-29

Durham, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I changed insurance companies and sent in the reimbursed amounts from the previous company to Seterus so that the escrows would not be extremely short. Needless to say that amount sat in suspense for three months or more until after I had called XXXX 5 times to get it straightened out. then seterus took the whole amount of the billable insurance on my policy and added it to XXXX of my loans. Any XXXX in their right mind would know that XXXX house does n't have insurance in the amount of {$4300.00}. The mortgage on that property went up XXXX $ and we had to pay it from reporting late on our credit. that took 3 months to fix. now I have paid a principle payment on my mortgage followed the directions on how to do it and still another blunder. they just took my mortgage payment out of it. If I had not checked my checking account and asked why my mortgage had not been drafted I would n't have know ... the only attention to detail they have is what is my phone number and have I moved. I totally hate this servicer. they are awful ...
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-28

Fritztown, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-28

Alafaya, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-28

NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-27

Saint Joseph, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-27

Burien, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-27

Baton Rouge, LA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I submitted a complete modification packet to Seterus Mortgage in XXXX XXXX ; along with document regarding insurance claim regarding damage to the my home after hurricane XXXX. I told that Seterus could get those documents and I was given a wrong number by them to contact but I found the documents and submitted those at the first of the year. I was told that the documents would be reviewed and I would have a decision within 45 days. I called to get the status of the modification the first part of XXXX and was informed that no one had reviewed the documents and I would have to re submit the documents. Now I am being faced with a foreclosure date of XXXX XXXX, XXXX. I resubmitted the documents and am being told different things by different service representative. For example I did not have copies of stubs because my payroll is direct deposited ; I was told to mark on my bank statements all payroll deposits which I did. The next rep advise to to a letter stating that my payroll is direct deposited. I submitted income statements and that was rejected asking to explain real estate expenditures with specifically stating what exactly what they wanted : I had XXXX, XXXX and XXXX in expenses : I sending back exactly hoping that is what they are looking for ; but time is of the essence. My copy will be sending me the copies had I know the bank statements were not sufficient I would have worked on that. I was leaving out of town for job training and was away from documents. I was sent a letter dated XXXX/XXXX/XXXX requesting that I send in another packet and it had to received by XXXX/XXXX/XXXX and I received it XXXX/XXXX/XXXX after work! I am gainfully employed and would like to remain in my home ; I had hope to have this resolved by the first of the year. I feel as if I being told things that are erroneous ; and as stated earlier ; time is of the essence. It is my desire to work with Seterus but I would like a person assigned to work with me to assure that this time my documents are not neglected and expeidited since they admit that I should have been contacted regarding my original modification submission. I faxed XXXX pages and I have a confirm receipt that the documents were received. Additionally, I would like the foreclosure date set back to sanely accomplish getting them the documents requested ; I have to take off work every time at the last minute to accommodate them. I am working XXXX jobs to get my finances back in order ; in what has been a rough and rocky road ; that began with XXXX guys in a stolen car ; totalling my parked car. I had only dropped the full coverage 6 months earlier because it was paid for. I would appreciate help in resolving this matter.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-27

Eight Mile, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Original Servicer for my Mortgage was XXXX XXXX XXXX who went bankrupt and sold my loan to XXXX XXXX, then sold to XXXX ( XXXX ), who stated during the time of the loan, there had been no payments for the past 389 days. In the mist of resolving the problem ( during my own investigation, retrieving documents from XXXX XXXX verified since all payments were sent by US Mail, because checks were not permitted while in Chapter XXXX. XXXX sold the loan once again to Seterus and added {$25000.00} to the loan. Home purchased at $ XXXX on XXXX XXXX XXXX. While in Chapter XXXX, since XXXX fees were assessed, cost of misc issues assessed. I have a copy of the letter sent to me from XXXX XXXX stating the monies sent to XXXX XXXX for payment of mortgage. I was not sure where to start here but I knew as soon as my BK was cleared I could take some kind of action. I could not afford a Lawyer because all my funds were accounted for. During this time I had to file BK to save my home, we have been in the home for 8 years. Seterus offered me a modification at {$44.00} less than my original payment of {$1700.00} which did not help after 6 months to process. They offered me nothing at this point accept for the XXXX options : Deed in Lieu, Short Sale, or Foreclosure. I have opted to use the Deed in Lieu, which was the only viable option and protect my credit from further damage. In XXXX became XXXX and had to retire from my job which was a lost of $ XXXX a year. This is just the nuts and bolts of this claim and this has had a detrimental effect on my wife and I, who is XXXX as well. I asked for a VA Loan since I am a XXXX year Veteran and they gave me the rules in spite of this gross error in accounting and servicing of my loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-26

Dulles, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-26

Centuck, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-26

Stevenson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We received a Loan with Seterus INC for the orginal value of {$390000.00}. We were paying PMI of {$300.00}. We refinanced through HARP because we wanted to get lower interest rate and shorter term ( 15 years ) and to be able to cancel the PMI sooner. No appraisal was done and we refinanced through Seterus Inc for the original loan value of {$390000.00}. I requested PMI to automatically terminate as of XXXX XXXX, since our LTV was below XXXX %. They are now saying that because we refinanced through HARP, our PMI does not automatically cancel until XXXX XXXX. We never changed the loan agreement based on the Original Loan value of {$390000.00}. Now, Seterus Inc is asking us to buy an appraisal for {$350.00} to assess the current value of our home. This is fraudulent.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-26

East Rockaway, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-26

ME

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was with XXXX until 2014, when we were informed that our loan had been sold to a different company, Seterus , Inc . This did not surprise me as our mortgage had been sold several times in the past. However, after an original " welcome packet '' from Seterus, we heard nothing from the new mortgage company. I was able to create an account and log in, and even view how much my monthly payment was and make a payment, but nothing more - no statements, bills, or other communications other than a XXXX form every year. Furthermore, they have never reported any of our ( timely ) payments to the credit agencies. ( XXXX always did. ) I did call Seterus repeatedly to request statements, and each time they apologized and send they would send them immediately ; however, they never did.
Company Response: Closed with explanation

Disputed: No Timely Response