Seterus, Inc.

2016-02-18

Erial, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-18

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was recently noticed by Seterus, my mortgage servicer, that I owed late fees for late payments for XXXX 2015, XXXX 2015 and XXXX 2015. I have records from the USPS showing the tracking data including the date delivered and signed for by an official of Seterus. On one occasion, the XXXX 2015 delivery was delayed by the USPS for an unknown reason. The payment was mailed 3 days prior to the due date. The payment was mailed through USPS using a 2-day priority mail postage. It was delayed by 4 days with no explanation. I called Seterus and was told by their customer service department that the only way I could dispute a late fee was to write to them and mail it. I had previous taken care of similar issues over the phone but now they are telling me this can only be disputed by mail. The due date for my mortgage payment is the XXXX of the month. The 15 day grace period allows to the XXXX of the month. As per the attachments, the payments for XXXX and XXXX 2015 were received and signed for on the XXXX of the respective months. The XXXX payment was mailed on the same date as usual but it was delayed by the USPS which is shown in the tracking information. It was supposed to be a 2-day priority mail delivery with signature verification.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-18

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX XXXX sold my mortgage to Seterus Inc effective XXXX/XXXX/2016. Seterus Inc sent me a welcome letter dated XXXX/XXXX/16. As this was a holiday weekend ( XXXX ) I did not receive the mail until XXXX/XXXX/2016. Nowhere in the letter did it indicate the total amount of mortgage Seterus Inc purchased nor, the monthly payment due. I sent my payment electronically to Seterus Inc for a payment ( {$1500.00} ) I would normally have paid to XXXX XXXX XXXX on XXXX/XXXX/2016 as I was unable to reach anyone at the XXXX number Seterus Inc has for customer service. On XXXX/XXXX/2016 Seterus Inc sent me an URGENT XXXX letter dated XXXX/XXXX/2016 which stated my mortgage loan may be in delinquency and I needed to send the paperwork in the XXXX package completed back to Seterus Inc as soon as possible.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-18

Albemarle, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-17

Las Vegas, NV

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-17

Three Bridges, NJ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-17

SD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/2015 I submitted a partial payment for an escrow shortage. I called XX/XX/XXXX to see if it was received and the lady said yes, but it was applied to principal and she would switch it to escrow and she did. She was looking at a different transaction- my bank had sent 2 full XX/XX/XXXX payments by mistake and one of them was applied to principal. Had she looked back one more week, she would have seen that they already received my escrow payment that I sent by check. When XX/XX/XXXX came due, I noticed what had happened because almost all my money was gone. I called them immediately and explained that the principal she changed to escrow was a mistake and to apply it to the XXXX payment. I had to write a letter to request this, and I did. I paid XX/XX/XXXX, but I would not have enough for XX/XX/XXXX since I had sent them an extra payment. They said it would get taken care of before XX/XX/XXXX was due. I called XX/XX/XXXX and I was informed the matter was closed and it still was n't applied. They have since reopened investigating, but now my XX/XX/XXXX payment is late.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-17

Geneva, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Today, at XXXX CDT on XXXX XXXX, I received a notification package sent from XXXX XXXX ( Tracking # XXXX XXXX XXXX ) which showed a date of XXXX XXXX, 2016 using standard overnight on the shipping label. Apparently, based on a cover letter using Seterus letterhead and dated XXXX XXXX, 2016, we were to be notified at least 15 days prior to the effective date. This is for a loan which XXXX XXXX XXXX, XXXX, in court document, claimed to have ownership of and negotiating rights, and also claimed to own it as successor to XXXX XXXX XXXX, XXXX in spite of documents which are in our possession which state, on XXXX Letterhead, that they had sold the mortgage ( including the security instrument, as required by contract law written into the original mortgage ) to a public security trust, which was managed by XXXX ( under conservatorship for reasons, including but not limited to incompetent management, potentially fraudulent transactions, and abuse of executives mismanaging risks and concealing risks to shareholders ). I am concerned that Seterus is a front organization which is attempting to do a " shake down '' illegally and without legal standing. I am requesting, through the CFPB, that Seterus provide me with written evidence that they are the sole and exclusive servicing agent for the investors that rightfully and lawfully own the note and security instrument, as well as identify precisely who they represent, and who holds the note with the security instrument for the property address XXXX XXXX XXXX XXXX, XXXX IL XXXX. I believe that this loan has been unlawfully processed, and I believe that the note and security instrument were sold already, into a public security trust, and then subsequently packaged with other mortgages and resold, with no lawful basis for Seterus, XXXX XXXX XXXX, or XXXX to be able to provide lawful ownership of the original note and security instrument. As such, I believe this to be an unlawful attempt to extort funds from me, using interstate mail, threats of taking personal property without legal standing, and I am filing this complaint as a first document in response to the package received today. I have not seen any verbal or written notification that has indicated such a change taking place from any other part previously, and I am forwarding this information to my Senator XXXX XXXX, as well as to the media personnel that I worked with when fighting previous efforts that were made in violation of laws and regulations, attempting to take my personal property without having legal standing. I am seeking written proof of ownership of the original note and security instrument, along with proof of all owners from each subsequent transaction made when the note was packaged and sold and resold to investors who made investment decisions based on the packaged mortgage backed securities being represented to them that there was, in face, a mortgage backed security, and not just notes, when they invested. I believe that this is an attempt being made by XXXX, the US Treasury, and XXXX XXXX XXXX, to work together to be willfully blind to the law and to use the legal settlement arrangements between the US Department of Justice and XXXX XXXX XXXX as cover to go after struggling homeowners, in direct conflict with the settlements that were made with over XXXX state attorney general offices throughout the United States of America, and against the homestead laws of each state. In addition, I am seeking clarification as to how payments are to be handled, since XXXX XXXX XXXX is fully aware of my interests in owning this home, and they know that the loan was modified to be more than {$40000.00} under water immediately, and intentionally, in violation of the Illinois Mediation Act and settlements for struggling homeowners. I believe this to be a fraudulent transaction.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-17

Spring Hill, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: mortgage company ( Seterus ) will not stop calling me even though have given them a date when I will pay They use robo calls and called me 7 times yesterdayI
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-16

Hagerstown, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-16

Tarpon Spgs, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-15

Charlotte, NC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-15

Bowie, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-15

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our home mortgage loan is serviced by Seterus , Inc. A few years ago we refinanced with them for a much lower interest rate. We have been paying extra each month to pay down the principal. We pay our property taxes directly to our XXXX Co. tax office and pay our homeowners insurance directly to XXXX XXXX. We had no problems until XXXX XXXX, when Seterus sent a statement notifying us we had a negative Escrow account. It made no sense because we have never had an Escrow account. We called the customer service number and were transferred to various people, told us to call a different number and speak to the tax division. They said we needed to have an escrow analysis. Back and forth, not getting any answers, we were told to send our tax payment history and a letter requesting we not have an Escrow account. We did this. We got no response. Next month we still had a " negative Escrow account '' and our monthly payment was increased several hundred dollars. The customer service person said our request was " under review '' and for now we had to make the higher payment or pay a penalty fee and be turned in to a credit agency. This has been going on since XX/XX/XXXX. We made both installments for our XX/XX/XXXX taxes so we know there are no delinquencies. For 8 months, we have made phone calls, sent them our payments which are now {$1000.00}. above the monthly payment, and have never been able to resolve this. We ca n't afford to pay extra anymore, so we have lost ground on our plan to pay the principal down faster. We applied to refinance through XXXX, and have been approved. Now Seterus is setting our payoff amount {$8000.00} higher to get us to pay the Escrow balance, which would be for XX/XX/XXXX taxes that are not due until XXXX, XXXX. We do n't want to finance money for an escrow account which should not exist. Seterus does not have a person in customer service to talk to other than the representative. They have no complaint department, or superviser. They are strong-arming us and leave us no options. We believe t that since we have a lower interest rate and are paying off larger amounts, Seterus is trying to hold us to Escrow accounts to make money off the interest.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-15

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I received a letter from XXXX Mortgage that my loan # XXXX had been sold to Seterus and as of XXXX XXXX, 2016 that all payments would need to be sent to them. So, thinking that I could pay by phone on the first, I found Seterus 's number and called them, going through their prompt system. A recording stated that I would need to receive a welcome letter before being able to make a payment, and between the XXXX and XXXX of the month I would be able to set up my online profile and make payments. By the XXXX I had still not received a welcome letter and started calling Seterus on a regular basis to inquire about my account. I kept being told that they were still waiting to revive my information from the previous lender, but not to worry because my account would definitely be set up by the XXXX, but to keep calling to check in because once my account was set up, it would be reflected in their system even before receiving a welcome letter. The last time I was able to speak to someone was on Friday XXXX XXXX. At that time they still did not have my account set up. I asked if they were open during the weekend so I could call back and check my account status and the woman said yes " we are open on Saturdays ''. So I called back the following morning going through the usual prompt system in order to speak to someone, only to come to an automated message saying that they are " experiencing technical difficulties '' and could not take my call, then hangs up. I try again, same thing. So I hold off from calling on Sunday the XXXX since I was informed they are only open on Saturdays. I begin calling again today, which is XXXX XXXX because I have still not received my welcome letter as promised!! However today it 's the same thing, " technical difficulties '' during sometimes when I call, AND other times it 's an automated message saying " we are still receiving information on your loan an can not speak to you about any account details at this time ''. I have called a total of 8 times today because it is the XXXX and I just want to pay my mortgage ON TIME! However they will not allow me to make any payments until they have established my account number. Please help as I do not want them foreclosing on me due to their dishonesty and oversights as they have done to so many others. I will contact a real estate attorney and pursue legal action if they do not handle my account with honesty and integrity and keep me from paying my mortgage on time.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-15

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Tried to log on to seterus.com to make a payment, multiple times. Each time I received an error message that directed me back to the main page. Attempted to make a payment via the telephone service. Made it part way through the service and received a recording stating that they were having technical problems and was disconnected.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-13

Yulee, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Hillsdale, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan service was transferred to Seretus from XXXX. XXXX had double charged for insurance I already had for over a year and owed me a refund. They sent it to Seterus who put it back into the escrow for impounds. They refused to apply the overage to principal & interest, they are n't paying any interest and refused to refund the surplus unless I pay current. I agreed to pay current if they agreed to finally send the refund I 've been entitled to for 6 months. I paid another {$4500.00} even thought the P & I due was only {$2600.00}. They said they had to run another escrow analysis, the 3rd in 4 months, and even though they acknowledge they still have a surplus of {$1900.00} which I am due, they refuse to mail me the refund because now I 'm due for XXXX/XXXX/15. This is a never ending game. Every month they delay until another payment is due and then say I 'm delinquent. All the while they have been overcharging me for impounds. XX/XX/XXXX is the first month my payments have been billed correctly in more than a year.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Spokane, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-11

Hidden Valley, NV

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-10

College Estates, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-10

CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Seterus Mortgage purchased my loan from another company. I issued XXXX different checks to have applied to pay off the loan. They applied them incorrectly and then reported to the credit bureaus that I was late {$7.00} for a couple of months. I did n't know about this until my car insurance went up dramatically, and after several months of asking Seterus to resolve the problem with the reporting, I was told that it had been cleared. Only to find out from my XXXX XXXX FICO score that due to Seterus incorrectly reporting to the credit bureaus, my FICO score of XXXX is now at XXXX & I worked very hard to maintain a high FICO score. I believe that Seterus needs to be aware of how they can ruin peoples life. I am now trying to find out how do I get my FICO score back where it has always been. The low FICO score has been since XXXX 2015.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-09

Heer Park, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response