Seterus, Inc.

2016-04-26

MT

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: In XXXX 2015 Seterus Inc. sold me an insurance policy that I did not need nor want nor did I request it my property is and as always been covered by a policy I buy the account does not nor never had a escrow account. Seterus established one and is now billing me for it even though I have submitted proof of insurance multiply times. I have been calling for months to just get a continued billing the following month. different people have said it was taken care of and when I request that person there is no one by that name working for them, Requested a hard copy of information and have never receive it
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-25

Lenola, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-25

New Cassel, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-25

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Incorrectly derogatory credit reporting. We have had to work through several issues with Seterus and the XXXX County Tax Assessor which took several months but is now completed. During that time Seterus marked our account at delinquent which it was not. In the final settlement I paid the account in full on XXXX XXXX, XXXX and was told at that time but the person in the customer service payment department that out account was current for XX/XX/XXXX. On XXXX XXXX, XXXX I spoke with XXXX XXXX in Seterus Consumer and Government Affairs Department, she agreed to correct the final issues with our account, refund the overpayment of escrow and suppress the derogatory credit for XXXX XXXX and XXXX XXXX. At that time she re-iterated that our XXXX XXXX payment was current and XXXX XXXX would be reported as on time. Forward to today Seterus has reported our account as 30 days delinquent for XXXX XXXX. I called XXXX on XXXX/XXXX/XXXX left a voice message and have had no response from her. I also called Seterus Customer Service on XXXX/XXXX/XXXX and they verified that our account was paid on time for XXXX XXXX. Yet they still reported our account as 30 days delinquent. We want to have the credit reporting for XXXX XXXX corrected immediately and the derogatory credit for XXXX XXXX to be properly reported as on time/current or for it to be suppressed. We would like this to be addressed immediately as it is affecting both our credit ratings. XXXX XXXX XXXX XXXX Loan # XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-25

Tampa, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I filed a previous complaint against Seterus but after reading through a little more of the XXXX correspondence they have sent in less than a week, Seterus needs to back up and back off. They are sending extraordinarily aggressive, demanding, and unprofessional correspondence especially considering they do not have the facts of this matter and even more especially considering that I have no clue who this company is. The 'backing up ' is they need to introduce themselves and present me with information and documentation on who they are and under what authority and authorization they are contacting me. It sure could appear to be a scam when someone aggressively contacts you demanding thousands of dollars and making aggressive threats if do not pay it immediately. If it is legitimate, I would assume there should be documentation from XXXX as one of my outstanding issues with XXXX XXXX XXXX is they never provided such documentation and also were barking orders ... So once Seterus, or more like XXXX, provides that information, then Seterus can open up discussions and this is then we begin addressing the fact that the information they have is incorrect as already mentioned in the previous complaint. Based on the correspondence received, I am very suspect that Seterus has violated rules and/or regulations as you ca n't just start flooding people with correspondence and making extreme demands and threats and especially without proper documentation too all aspects of the correspondence.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-25

Baton Rouge, LA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-23

Warrenton, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My complaint is with Seterus, Inc. For 3 to 4 years my mortgage account statement has had multiple errors ranging from misapplied payments to inaccurate interest, principal and escrow amounts. In the pass 5-6 months I have received 3 different mortgage payments. I have called Seterus and spoken to their representatives. They all say a review will be made on my account and yet I continue to receive erroneous statements. The mortgage payment is wrong, misapplied payments still exist and my monthly payment continues to rise every year even with a 3.9 % fixed interest rate. And every year Seterus claims it is due to taxes. With my previous mortgage companies this did not occur.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-23

Tampa, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have just received notice that XXXX XXXX XXXX no longer services my loan which leaves a tremendous amount of issues left open. Now my first experience is Seterus is 'demands ' and balances and terms that I simply do not, and have not agreed to. The balances are completely wrong due to 1 ) I have maintained insurance at all times and provided that information to XXXX several times, most recently a few weeks ago via the CFPB so that past due balance and really all calculations since their mishandling of the situation are wrong ( payments not applied, interest not accounted for ... ). 2 ) XXXX has charged fees in the past that they could not substantiate which must be deducted from the balance due ( around {$120.00} plus interest ) 3 ) XXXX had miscalculated/mis-applied payments for an unknown period of time when they changed my payment plan from where I was paying twice a month, and it was posted twice a month, to XXXX holding the 'interim ' payment and only posting once a month. The entire point of that payment method is to more quickly pay down the loan. Now I caution Seterus, do not do this whole 'demand ' thing and state I 'm past due or that I 'm having any sort of financial troubles ..., it is all lies, am I now notifying you that it is lies, and this will end up in court one day and I have every bit of documentation to support my laundry list of issues against XXXX XXXX XXXX XXXX XXXX XXXX XXXX thinks they 've gotten rid of me but I will assure them separately that that could not be further from the truth. Now to tell Seterus what my ground rules are, I do not discuss banking via phone calls or any other method than in writing, preferable email so it is efficient and fully documented. I also do not subscribe to terms that I have not agreed to and agreed to means are a part of some document I have signed ... XXXX issue XXXX XXXX XXXX consistently ignored was providing legal documentation as to the transfer of my loan from XXXX Mortgage to then XXXX to then XXXX XXXX XXXX as I 've only signed with XXXX company and it 's still not really clear where XXXX enters the situation or what I 've signed with them ... So to start this off, I 'm going to tell you that I 'm not going to make a single payment until the balance is corrected. That means that Seterus is going to have to go to XXXX XXXX XXXX to resolve the issues mentioned above, I have been trying for years to no avail. Threatening me with foreclosure is not threatening at all, if anything it 's a path to the courtroom which I welcome at this point. I have proof I have been trying for years to get XXXX XXXX XXXX to address basic issues, such as those fees and payment processing and I have years of proof of XXXX doing nothing and essentially providing the worse level of service possible ( none or even worse, continually telling me and the gov't they had addressed issues when they had not ). Now I will start searching for an attorney and if they advise me to resume the payments, then I will but in the mean time I will hold the payments in my own escrow account which is n't really necessary since I could pay this loan off tomorrow in cash but then that would lead to a huge payoff dispute ...
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Newnan, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Green Acres, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Jupiter, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Stilesville, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: As of XXXX XXXX, 2016 Seterus, Inc took over my mortgage from XXXX. Approximately the XX/XX/XXXX I received a notice from Seterus stating that I do not have hazard insurance and that if I do n't get it myself they will set it up. I called the customer service number and told them about my insurance and updated my insurance information via their website as instructed. On XXXX XXXX I received a second and final notice of forced placed hazard insurance. Before I called, I sent in my insurance information via the website, mailed it and faxed it. Then I called and they said that since I had insurance, the forced placed insurance would not be instituted. In XXXX I got notice of the billing for the insurance. I was charged {$2500.00} for the XXXX XXXX forced placed hazard insurance. Again, I updated through the website, mailed, faxed and this time I called my insurance agent and asked him to update my mortgage holder with the insurance company. Again, I called and I was told that they received my insurance information and that the charge for XXXX XXXX would be reversed. For the past several weeks I have called 1-2 per week trying to get this fixed. Every time I speak with someone, my answers from them are different. My escrow balance is lower than what I calculate it to be by {$750.00} from my statements. When I called escrow, they have an even different amount showing my escrow balance. I have asked for an accounting and I was told " we have already sent it to you. '' I have requested it via fax ( have copy of request and their acknowledgement that they received fax ) and yet I have not received it. I was told it was sent on a date in XXXX when I requested it on XXXX XXXX. Everytime I speak with them I am on hold for 20 minutes at a time and never get straight answers. Originally, my escrow payment was {$600.00} per payment. Then it was raised to {$680.00} for the forced placed hazard insurance. Since I can not get an accounting of my escrow, I do not know the exact amount that was transferred with the loan from XXXX XXXX XXXX. My tax payment that was showing from XXXX XXXX XXXX did not reflect my XXXX XXXX and therefore was showing almost double so I understand that was reflected in the {$600.00} escrow payment. When I received my notice of XXXX Tax payment I forwarded it to Seterus via Fax. They showed on the website the corrected amount of taxes within days and showed they made the spring payment. On my XXXX XXXX, 2016 statement I show an escrow balance of {$4000.00}. They only show paying XXXX taxes of {$1100.00}. However, I was just told on the phone that they reversed the charge for XXXX XXXX but my escrow balance is only {$1800.00}. My balance should therefore be {$2800.00}. I was told on the phone just now by the escrow CSR XXXX XXXX that " everything is paid '' but would not tell me what exactly " everything '' was. When I called I thought my balance was {$750.00} short. After talking to escrow, my balance they are showing is {$1000.00} short. Details on Taxes and Insurance : I do not require PMI insurance XXXX and XXXX Taxes are {$1100.00} each The accurate insurance is XXXX XXXX XXXX {$1600.00} Annually Expires XXXX/XXXX/2016 {$1100.00} + {$1100.00} + {$1600.00} = {$3900.00} annually approx. escrow payment should be {$330.00} They are taking more than {$600.00} per month. I was told after escrow analysis was done that escrow payment of $ XXXX shows me at a {$0.00} balance. I have gotten mad, I have cried, I have tried to be calm and patient. I have done everything in my power to get this fixed and I can not get anyone there to give me consistent answers and I do n't see anything being fixed. This is making my house payment about {$300.00} more than it should be. It does n't look like I will ever get that back either because they tell me it 's accurate. PLEASE HELP ME!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Superstition Mtn, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Crummy SETERUS mortgage servicer non-responsive to my inquiry into the h.a.m.p. incentive payment of {$5000.00} dollars. It has been over 5 weeks ( XX/XX/XXXX ) since they made the claim that it would be processed and paid out in a few weeks. The representative XXXX XXXX in her letter stated that if I have any questions to contact her directly. Have yet to get any response from her have left XXXX messages. This is the typical XXXX this XXXX company uses to delay and obscure their responsibility to address customer concerns. AS of XX/XX/XXXX I have yet to receive the funds or followup reply in this matter. Apparently they prefer to LIE and DELAY this payout in order to profit from the interest they gather from the {$5000.00} dollars. Never have I dealt with such a DISHONEST and LYING company in my XXXX years. They had the nerve to state " We strive to provide excellent service at all times and regret that we fell short in this instance. '' XXXX They failed at proper customer service XXXX % of the time since XX/XX/XXXX. AS if it was only once. What a XXXX lie. How is it this company is not fined for their deception and lies?
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-04-20

Adelphi, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-20

Roseville, CA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-20

Quartzsite, AZ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-20

Allen, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

MN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The servicing of my primary mortgage was transferred to Seterus over a year ago. I was sent a notification of transfer but did not receive payment information until well after my payment was due. As soon as I received payment information ( including the new loan number ) I sent off payment. I was assessed a late fee even though it was not my fault for the delay in payment. This late fee is still on my account.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

Juniper Hills, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been trying to re-fi my home. Seterus, Inc in my current mortgage company. I have requested several documents to be faxed or mailed to me. I gave XXXX different fax numbers and I was told it was sent at least 4 times to each number. I finally gave them the number to the lender I was working with. It was received. This was on XXXX XXXX. I then found out on XXXX XXXX, 2016, that Seterus, Inc. paid XXXX different homeowners policies. I am now trying to seek reimbursement from the Insurance company I cancelled with. I requested information from Seterus, Inc and I was told I would receive within XXXX 7 days. Today is the XXXX, and still nothing. I called Seterus, Inc. and explained what I was calling about. I was put on hold and disconnected. I called back again, explained the situation, and again, put on hold and then disconnected. I called a third time, and finally reached a good representative who was willing to help me. She explained that it was cancelled because they only process XXXX request per 30 days. What the heck??? I have never heard of something so obsurd, not to mention, the request was due to their mistake. Due to a bankruptcy, they will not send me a statement, nor will they re-instate my loan. It does not show on my credit report. I have had this company for past 6 years and it is always an act of congress to get anything I need without calling several times. This customer service is the absolute worst and I get a different answer every single time I call about the same issue. How can a company be so horrible? I filed bankruptcy due to a life changing event, but I did not file against my home. I have never been late on payments, nor behind. I feel as if I am being discriminated against because I had to file bankruptcy. I have read so many reviews about Seterus, Inc, and they are all the same. Is there anything that can be done to straighten this Mortgage company out???
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

Sparta, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-19

Gloucester City, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have been calling Seterus regarding a letter a received advising I was entitled to a {$5000.00} principal reduction in my current mortgage. Each time I have called about the status of the reduction, I am given a different answer. 1. I was told I was calling to soon about the reduction, to wait until XX/XX/XXXX and follow up again. 2. I spoke to a representative who had no idea what I was talking about, but was able to reference the notations in the account from my previous call, she could not give me an update. 3. I spoke with another representative who advised me that I would have to wait another 6 years before the reduction would be applied, but after she read the letter that was issued to me she then advised me that she would submit a request to find out where the funds were, and when they would be applied. 4. One week later I spoke to yet another representative who advised that there was no response to the previous request for an update and that she would submit another request. 5. I called the next day to request a supervisor. It was at this point that I was told that the government had to release the funds and that was why it was n't applied and that I would just have to wait for it to be applied. I was also told that I was not the only customer calling in regards to this issue. I insisted that I speak with a supervisor, but was instead transferred to a Subject Matter Expert who then advised me that I could not have a single point of contact to follow up with. She also advised that there was only one person who can respond to the requests that were sent for an update on the status of my principal reduction. I do n't know why Seterus can not provide and update but I think that I have waited long enough. I would like some answers sooner rather than later.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Bovina, MS

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Point Arena Air Force Statio, CA

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-18

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: When I went to do my taxes, noticed the interest reported for 2015 was substantially less than usual. Called Seterus to review my mortgage payments made in 2015, they claim I only made 6 payments but in fact, I made 9 payments. One rep advised me that the payments made during the Trial modification period does not count towards the escrow account which is ludicrous. I requested a breakdown of each mortgage payment I made and received a XXXX page document which was difficult to decipher. I need a simple, XXXX or XXXX page breakdown of each payment I made and how much was applied to interest. Seterus says I paid only {$6400.00} ( approximately in interest in 2015 ) but I made XXXX payments each payment was about XXXX dollars, some more some less. I have attached a copy of the payments debited from my account at XXXX XXXX XXXX although XXXX payment is not visible. I made monthly payments beginning in XXXX of 2015 when the trial modification began through the end of year, XXXX 2015. I filed a complaint against Seterus last XX/XX/XXXX regarding the change in payment amount from {$1700.00} to {$1900.00} or so, the complaint number is XXXX. In their response to you, they lied and said the reason the loan documents were completed in XXXX was because they sent them to me in XX/XX/XXXX and I did not return them until XX/XX/XXXX. That is a blatant lie. I was advised the documents would be sent a few weeks after the loan modification was over which was back at the end of XXXX 2015. I had to call every week asking were the documents were and finally got the documents in XX/XX/XXXX. I signed, notarized them promptly and returned them asap. This organization is so unscrupulous and no one is paying attention. Anyway, here are my payments and the confirmation numbers I have, although I do not have all confirmation numbers, the attached document clearly shows my bank account at XXXX debited for the mortgage payments 9 times which would mean I paid more than XXXX ( approximately ) dollars in interest in 2015. The amount of XXXX implies I only made six payments which is what Seterus says I made. I believe the discrepancy lies in that Seterus did n't apply interest to my account during the three month trial modification period and if that is the case, where did that money go? In XX/XX/XXXX, they raised my mortgage which triggered my complaint to you and they lowered the payment but their reason for doing that was the escrow account was short, perhaps it would not have been short had they applied the interest from the trial period to the escrow account. I had to apply for an extension to file my taxes because the document I asked for, which was a simple breakdown of each payment came in the form of a XXXX page document. In summary, in order to file my taxes I need accurate interest paid data from Seterus and need them to show I made 10 payments beginning in XXXX of 2015 and ending in XXXX of 2015. Here are the confirmation numbers, dollar amount of payment and date for several of them, not all. XX/XX/XXXX, confirmation # XXXX, {$1700.00}, XX/XX/XXXX, confirmation # XXXX {$1700.00}, XXXX confirmation # XXXX, {$1700.00}, XX/XX/XXXX confirmation # XXXX, {$1900.00}, XXXX confirmation # XXXX {$1700.00} and XX/XX/XXXX confirmation # XXXX, {$1900.00}. Loan number is XXXX. I realize you must give Seterus a specific amount of time but I would appreciate if this could be expedited so that I may complete my 2015 taxes asap. Thank you in advance, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response