Seterus, Inc.

2016-01-21

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-21

MI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I am trying to refinace. I had a difficult time getting a payoff from seterus. They would not talk to me because i had come out of a chapter XXXX in XXXX. After sending many documents and several phone calls and a copllaint to the cfpb seterus did finally send me a payoff. However it was Over {$14000.00} what is reported on the credit report. When i contacted the loan servicer a agent told me that probably wasnt the corect payoff because they havet finished my final cure. I was transferred to a supervisor and she said she would look in to it and phone me back the next day. She never did. I then got in touch with the somone from their consumers and government affairs office. She told she would look into it and call be back the next day. She did call, she said that they had to get in touch with the company that handled my mortgage before them because they did something with a escrow account. I have not received a call back, today makes a week. I have already lost XXXX credit in closing cost from my refinancing company when i went oast my lock in date because seterus has not provided me with a corect payoff. I have been trying to get a payoff from them since XX/XX/XXXX. I need a corect payoff from this company ao i can refinance. If they say i owe more id like a account of why and when this extra debt accured.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-21

Ft Belvoir, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Gibsonia, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

San Gabriel, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I went through a 6 year Chapter XXXX and during that time my loan was sold several times. Eventually Seterus had my loan. I have ben out of the BK for 9 months and in a trial loan payment for 7 months. The trial payment was supposed to be for 3 months then the loan modification would give me a new loan. Seterus gives me the same story each time, The loan department is backed up and will get to your loan very soon. I concerned that communication with responsible persons at Seterus is almost impossible. XXXX XXXX Seterus Loan # XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Matthews, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The mortgage servicing company does not mail me Form XXXX ( Mortgage Interest Statement ) as required annually in the last 3 years in order for me to file my tax returns. Every year, I called to get the information and they kept saying they required an authorization from my attorney. The loan is in Chapter XXXX and payments on the loan are being made by the trustee. The attorney 's office sent the required authorization letter for the servicer to provide me with this information. The servicer claimed that they send the information to my attorney, however, the attorney 's office said they did not have the information.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-20

Salt Lake City, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Montevallo, AL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Brentwood, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Purchased a home XXXX/XXXX/XXXX using small hometown bank. Loan was sold to XXXX XXXX and then to Seterus, XXXX XXXX XXXX, XXXX Ct, XXXX. We had financial problems and got behind on the payments, so we done a loan modification which turned the loan into 40 ish year loan. My wife had been trying to keep up with the Mortgage payments and unfortunately not paying enough attention to the Account Statement. So XX/XX/XXXX I took over paying the payments working hard to get it caught up.I kept noticing a charge on the statment that just stated " Total Charges '' with no explanation as to what those charges where for. So I payed up XX/XX/XXXX which was behind and then received a XXXX of XXXX statements for XX/XX/XXXX which had a " Total Charges of XXXX ''. I called asked what that charge was for because it was not itemized on my statement. I got several different reason for the cost, anything from appraisal fees, past late fees, and other reasons which changed as we kept talking. I asked for a manager and waited on hold for several minutes and then spoke with XXXX XXXX and asked what the fee was and why was it not itemized on my statement and more transparent? He said he did n't know and would try to figure it out. I told him I would pay it if owed but would have to tell me Seterus arrived and that " charge '' he stated there was XXXX lates fees which was {$23.00} each. I did n't disagree and agreed to pay those but he could not account for the roughly extra XXXX dollars and told me he would write those off because he could give me an exact account of what the charge was for. I said that if he done that I will schedule a payment and we would be totally current with nothing else owed until the next statement is sent. He agreed and also waived the fees to do the payment on the phone then told me when my payment cleared there would be a XXXX balance until the next statement. If there was a problem contatct him directly at extension XXXX that he would fix any problems I have I said fine, by the way this was a phone call that lasted 1hour and 53 minutes just trying to figure out what that charge was for. So the next statement arrived with a another " Total Charges of {$85.00} '' whith out any explination of what it is for. So I called and they told me XXXX XXXX was not in they would help. I asked what the " Total Charges '' was for and the first lady stated it was late charges from XX/XX/XXXX. I told her had worked out any fees or the charges with XXXX the last statement and we should be up to date and asked for a manger. The XXXX lady told me it was for {$15.00} Apraisel Expense and {$75.00} " BPO Fee ''. I asked what that was she told me it was fee for doing research of the value of the properties around me so they could get an accurate estimate of my property value. Again this not itemized on my statement. So I got to checking checking back further in past statements that are downloadable from their web site and there is " Total Charges '' fee on the last 7 months I can find with no itemization for what those cost are for. In not being thourgh and checking out statements I 'm not sure how long that " Total Charges '' has been on my statement. I thought they are suppose to show me an itemization of what the payment is going for and for what fees or other charges I 'm being billed for. This is not happening and it seem they just throw a " Total Charges " fee on it at will and no set amount of the charge as it has varied every month. Surley this can not be a legal practice of just adding charges with out telling me what they are for? I feel like I am getting scammed and do n't know where to turn or go to for help, I was then advised to file a complaint with the CFPB. I do n't mind paying what I owe for but I do n't want to give them anymore than I have to. Is there anything that can be done or someone that can help me with this problem?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-19

MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: SETERUS took over my loan last year. It has been an awful transition from day XXXX. I have sent payments that they confirm receipt of, only to find that they process them late.. which caused late fees on my bank accounts and at the company. They made corrections after proving to them that more than enough funds were available at the time of their confirmation of receipt of payments. They corrected themselves by waiving late fees that they applied after they reviewed my documentation. These forms include bank statements and notifications. Now I have had some serious changes with my finances, resulting in me having to ask for a modification. I have submitted all required documentation via XXXX ways which include through fax, through email and through regular XXXX mail. I have not heard anything and it has been over 45 days since those forms were sent. My entire family lives in the home and needless to say I am NOT comfortable not being able to pay the mounting balance that is occurring. I am saving all that I can and paying the utilities. I am unable to log into my SETERUS account online, because the site is down. Their customer service is not open on weekends, which is when I am able to contact them mostly.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-19

Van Nuys, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I purchased my home XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX CA XXXX. XXXX XXXX XXXX was the servicer at the time. I paid every payment on time. I went through a divorce, unemployment, XXXX and ( Not-at-fault ) automobile accident that caused me to fall behind on the payments. I qualified for XXXX and was able to maintain my house. XXXX XXXX XXXX agreed to accept a loan modification instead of the previous messy one. In the middle of the process, they sold the servicing to Seterus, XXXX XXXX XXXX, which since then have been extremely aggressive accelerating the process towards foreclosure despite my several attempts to communicate that I have been going through the process of Loan modification with XXXX XXXX XXXX, they are insisting that there is no record of the modification except for the XXXX occurred in XXXX XXXX. I filled the Seterus XXXX application but they have sent me Notice of intent in XXXX only 10 days after they received my loan servicing from XXXX XXXX XXXX. It is my belief that XXXX XXXX XXXX has passed on the responsibility to Seterus since Seterus seems to get away with being a bully and extremely unhelpful. Every single time I called Seterus, I had to re explain the entire story of my loan with XXXX and how the initial modification although successful at {$2200.00} per month including of Taxes, insurance and Escrow, they simply messed up the paper work after the successful three month trial of {$2200.00} per month, they suddenly raised the mortgage payment to {$2700.00} claiming that they mis calculated the escrow. That took six month for me to get XXXX XXXX XXXX to admit and issue me the opportunity to go through a XXXX modification. Only one month through the process they sold off the loan servicing to Seterus. Now Seterus seem to be blocking my loan modification process, at XXXX time they claimed that the reason they do n't wish for me to apply for modification is because I had a modification less than a year ago despite me explaining that it was a messed up process and that XXXX commenced a second modification. I explained that all that needs to happen is to simply see the documents that I sent to XXXX prior to the transfer XXXX XXXX and see that I was going through a modification. I told them that I am confident that I will be able to pay the mortgage after the modified amount is reduced to the original payment as defined by XXXX of {$2200.00} per month. I am confident that I can pay that amount and keep my home.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-19

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus has been claiming that we are a month or two behind and missing payments in our mortgage. This claim started happening once we were discharged from our Bankruptcy. We have received notices claiming we requested to modify our loan ( which we did not ) three days before receiving our actual mortgage statements. We bank online and do not wait for the statements to pay our mortgage. We have requested on several occasions for Seterus to send us the proof we are behind and missing payments. What they sent us does not prove it. We also responded with the proof all payments were made. The months they claimed we are missing were months we were with XXXX XXXX XXXX and we have proof we made all payments to them as well. We are being harassed by Seterus and they have dinged our credit with false information. We have tried to work with them through no avail to resolve this issue. Seterus are rude and accused us of refusing to accept that we owe them money. Please investigate this company, there is something seriously wrong with them.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-18

CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, 2014 my hoa had an attorney firm called XXXX XXXX XXXX act as the agent/attorney and their trustee all at the same time which is illegal becuase a trustee needs to be impartial. This XXXX XXXX XXXX conducted an auction of my property right inside their office and gave my home away for a mere {$20000.00} to XXXX ( XXXX ) a straw buyer basically. This law group recorded a trustee 's deed upon sale as if they were the real trustee under the deed of trust. My name was removed from title and becuase it was not a real trustee sale I was left with the mortgage in my name. This XXXX claims he purchased the property free and clear of the loan. I still owe XXXX to this property. This XXXX files a quiet title against the property and names various parties including myself. Now I am being sued and have no property just the loan. I am still being charged by the servicer every month and my credit is getting ruined. Instead of the servicer assisting in this they have done nothing at all to help me. They had their corrupt attorneys at XXXX lie to me, they told me an HOA could not take my property and the HOA did take my property. They gave me incorrect information wanting me to loose my home. This firm is the one that just filed an illegal substitution against the property, without authority FROM fannie Mae.This XXXX, are taking hundreds of these fradulent HOA foreclosures and filing unauthorized substitutions of trustee in trustees that they themselves represent. I have found them on XXXX I am doubtful these attorneys in this case are in there for any good purpose. They even called the servicer seterus and had me blocked from asking questions. Your agency had them unblocked me. I want Seterus to realize what happended to me is a scam and that I am in court fighting, not purposely wanting to pay the money on the house. This new attorney for this case XXXX XXXX has fed me a bunch of lies, when I asked why the hoa was receiving over XXXX XXXX dollars in hoa fees when the hoa fee is {$25.00} a month, he responded with a lie. He said that even though it says hoa fees they really are attorney fees. Complete lies. He said that those fees where paid to the Fannie Mae attorneys to file a quiet action. It is completely deceptive it says HOA FEES NOT ATTORNEY FEES. Further, the XXXX attorneys never filed a quiet title it was that XXXX that took my name off the title. This supposed new attorney XXXX XXXX, IS A LIAR. He works for XXXX law firm. He says he going to be substituting for XXXX. Seterus needs to get an honest attorney on this case, these law groups are corrupt they are trying to steal my home by filing false documents against the title to my property. Seterus, CEO, needs to look into these law groups that are claiming to be representing them. They are getting into their data basis and taking over thousands of peoples properties not just mine. I want to know who the lender is on my loan because these attorneys have been changing things on my deed of trust. Seterus has done nothing to help ...
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-18

NJ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I took a loan modification made the trial payments after the loan was modified the loan servicer seterus increased the monthly payments from XXXX to XXXX per month causing me to default on the loan. I have health issues as well as unemployment. I am 7 months behind the servicer has placed me into foreclosure and telling me i need to pay a minimum of XXXX to reinstate the loan .Today XXXX XXXX 2016 they told me they made a mistake and my payment should be XXXX a month they told me this after 7 months and forced me into default. they also refused to give me a better modification or loer the principal on the loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

Pearl City, HI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

Lawrenceville, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Dulac, LA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

Cold Spring, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Mc Donough, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Arco, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Seterus held 3 months ( XXXX - XXXX of XXXX ) mortgage payments in a suspended account while they processed the " Keep Your Home CA '' funds for the purpose of completing the recast aggreement. This took them 6 months to complete. During this time I received Foreclosure Warnings on a weekly basis and my credit score dropped over XXXX points. They reassured me that when the recast agreement was completed that this would be corrected and the funds held in the suspended account would be applied. The recast agreement had the wrong escrow balance but they threatened me that if I did not sign it as is that they would return the funds. Now my credit report continues to display that I am 30-90 days late on my XXXX and XXXX payments and displays ND for the months XXXX through XXXX XXXX I made my XXXX payment but they applied this to my Principle saying I am not due until XXXX to make the next payment. They have not sent me a statement showing that they applied this payment to my pronciple although I have requested XXXX. I put in a dispute with XXXX and Seterus responded the first time stating that I had foreclosed on the loan. The second response to the next dispute was that I was late on XXXX and XXXX payments and No Data on the following months through XXXX of XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-14

Foxridge, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Ellison Bay, WI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Bohemia, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Finksburg, MD

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: We refinacned on XXXX XXXX, XXXX and paid off our mortgage with Seterus, Inc. We received an escrow statement dated XX/XX/XXXX stating that they owe us {$2000.00} for an escrow overage. As of today ( XXXX/XXXX/XXXX ) we have not received it. I have called numerous times ( XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX ). Everytime I call I get some one else and they state to wait anouth 7 to 10 business days. Seterus has obviously held entirely too much escrow and now will not return it. By law they should have returned it by XXXX/XXXX/XXXX. It is now XXXX/XXXX/XXXX! Seterus, Inc. is a shady company. They are not honest. I beleive they lie to the consumer about returning funds. And they are obviously holding too much escrow for the motgages they hold. I have attached the final escrow account statement dated XXXX/XXXX/XXXX with my notes.
Company Response: Closed with explanation

Disputed: No Timely Response