Seterus, Inc.

2016-01-06

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The mortgage company is charging me for home insurance that I already have. I have proven several times that I have insurance and have paid only my monthly mortgage payment. They are charging late fees, have ruined my credit and now threaten to foreclose. This has been going on for several months. I met with a lawyer who reviewed my information and has agreed that the company is giving me the runaround. They call me daily to collect monies that I have proven that I do not owe. I have complained verbally and by written letter sent certified mail. They will not call me about this and refuse to meet with me face to face to explain why this is happening. They lawyer will charge me {$2000.00} to sue and claims that it will cost {$4000.00} before it 's over. Can you please help me? I can not believe that this is something that they can get away with. At this point I plan to take monies from my hard earned XXXX to pay off the loan but I can not do this until they agree the remove the fees and restore my credit. I can prove my case with paperwork and recorded phone calls. The company is Seterus , Inc .
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

MN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was sold to Seterus. In XX/XX/XXXX we changed our house insurance. Currently, our insurance has now lapsed even though Seterus claims they paid it. XXXX has n't received payment. They have essentially refused to give us an accounting of the escrow account. The old company was paid and returned the check. I sent a {$2000.00} payment to Seterus labeled " FOR ESCROW ONLY!!! '' to restore the escrow to a positive balance due to what appears as over payments of insurance. They put those monies on the principal. ... As it stands our escrow is deficit, we have no house insurance and we can not get any facts on the account from them or from the online portal. The tax department says the winter taxes were paid. The escrow department says they were not. The last standing online records were from 2014. I suspect when we call in today they will not correct where the money was applied in the wrong place. This problem has been ongoing since XX/XX/XXXX. Again, we do n't have home owners insurance currently. We need help from an entity that this company is forced to recognize.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

Bethel, CT

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-05

Silver Spring, MD

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-05

Chula Vista, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Countryside, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Greenwood, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Hello, my name is XXXX XXXX. I have a situation that I can not do by myself anymore and I need help. I have been trying to receive a loan modification for a very long time now from XXXX XXXX XXXX and they have denied me multiple times. And recently XXXX XXXX XXXX transferred my loan to Seterus. I told Seterus I want to apply for a loan modification. They have told me to pay {$2000.00} for a Trial Period Payment of XXXX payments. I told them I can not afford that and I asked them to apply me for a loan modification. Seterus sent me an application for a loan modification. I have filled it out and faxed the full packet to them. After 3 months they then have told me that I do not meet the qualifications for the Seterus loan modification and the representative told me to apply for the Keep Your Home California program. So I did. But the Keep Your Home California program has denied me because I 'm not eligible for this program. At this point I applied for the Making Home Affordable Program and faxed over a full packet to Seterus. After some time I get a letter in the mail that I do not qualify for this program either. I recently faxed over the Making Home Affordable full packet to Seterus again in hopes for an appeal for a loan modification. How can I not be approved for " ANY '' modification? Even the government XXXX. I feel I and my family are in a very tight spot with Seterus and we do not know what else to do. I can make monthly payments for this loan of around {$1100.00} for the loan, insurance and taxes. That is an amount I can afford. Please help me to get a loan modification.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Belle Haven, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am writing to you for help because I feel that I am being unfairly punished and dis-respected because of my financial situation. I wrote a letter of hardship to my current Mortgage company because of my low income status. My mortgage loan was originally with XXXX for over 20 years and they sold my loan to a company in New Jersey called Seterus Inc. After struggling to pay my mortgage, I contacted the company and advised them of my financial hardship and asked for a Modification to my payments. They advised me that I would be put under a HAMP program that the President had put in place to help homeowners to stay in their homes. They increased the mortgage from {$580.00} est to {$630.00} est. When I questioned this, I was told that I should have enough income to support the increase. During this time, I lost some income on my job and was n't bringing home enough to cover bills, food, car insurance, nor the car payment. After struggling several more months trying to pay everything, I continued to fall further behind. I again contacted the mortgage lender and advised that I was the only working person in the home, that my spouse was XXXX and did not work, and that because of the bills and limited income that I was receiving, I could n't pay my payments on time. I again asked for a hardship hoping that they would see my struggles. Again after sending in all the documents that they asked for, and speaking with them on the phone, I was made to feel belittled. I tried to explain to the rep my situation, and advised them again that I was not bringing home enough money to pay everything. They modified the loan again this time increasing the mortgage payment another {$180.00} more. They told me that in Virginia you have some type of public transportation and I stated yes we do but, with limited service serving hours. I was then told " Well what you need to do is Sell your car and catch the bus to work, Then you should be able to meet your mortgage obligations ''. ( That is a direct quote from the rep. ) Not only did she speak to me in a very unpleasant tone, now my mortgage is {$770.00} and some cents. I again told them that I have to have a vehicle because, my husband is XXXX, and I do take him to his doctors appointments from time to time. I have to get to work and shop for groceries. That did n't matter to the person that I was speaking to. She made me feel like that 's the line all of us XXXX seem to have when they do n't pay their bills on time. I brought my home long before I got married, and I feel like I should n't be penalized because of the ZIP Code and demographic area that I live in. I have worked for over 30 years and pay taxes just like everyone else does that work. I have increased my education knowledge to meet the demands of our growing economy but without increasing finances. I have looked for other employment to help with my situation to no avail. My husband does not work and can not work. He is a Veteran and does the best he can to help out with bills with his limited income per month. It simply is not enough. I am behind in my mortgage this month XX/XX/XXXX months and I am desperate for help in trying to catch up the mortgage and stay in the home ... the more I fall behind the less help I seem to " not be able to get ''. Due to all of these misfortunate events, my credit now is suffering which now makes it next to impossible to get help from anyone. I have tried to re-finance the home, borrow equity from the home and still ca n't get any help from any place or any one. " I Need Help, PLEASE '' from somebody. I 'm not trying to lose my home. It is the first one that I brought over twenty years ago and We do n't have any where else to live or go. Thank you.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Urbandale, IA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My payments was made early last month. Seterus is adding a {$90.00} fee without any explanation. No response when I call them
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-04

Saint Petersburg, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-04

Harrisville, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-04

Shulerville, SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-04

IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This morning I checked my bank account and found that you, Seterus, Inc. had attempted to have funds sent to you from my bank account, without my permission or my knowledge. I never gave you permission to withdraw any funds, much less XXXX from my account, by inference or either verbally or in writing directly! I also do not have any outstanding automatic payments with you, so you have forged a funds transfer document to the bank implying that they have my permission to withdraw these funds from my account! I called the bank and put a stop on that for {$30.00}! I believe what you attempted to do would be considered theft or fraud by deception. I have heard that this is a common tactic by your company and have done this to numerous people throughout the country! On XX/XX/2015 I called you, as my mortgage lein holder, concerning my outstanding payments and a letter I received about escrow payments. I had previously made a partial payment for XX/XX/XXXX and had made no payment in regards to XX/XX/XXXX. I spoke with a customer service lady by the name of XXXX XXXX and explained to her that I retired XX/XX/2015 and had yet to receive any of my expected monies since retiring. I also explained that I expected to have money within the next week or so. She said I needed to make a payment in order to avoid penalties and bad credit reporting. I explained that I had nothing to make a payment with. She said she needed to have me talk with an account specialist in regards to my late monies. So she transferred me to a gentleman by the name of XXXX. I spoke with XXXX and explained my financial situation to him as well. He said he needed to have a payment by XX/XX/XXXX so that I would avoid late penalties and bad credit reporting. I told him that I did n't have money available until I received some of my retirement funds and I did n't want to promise a payment when I did n't know for sure when I 'd have the money to actually pay it. He verified my personal information as well as my banking information and said he 'd put me down for a payment for XX/XX/XXXX and would call me if the funds were n't paid at that time. At that time I thought nothing more of it than the usual keeping track of outstanding loan holder 's information. I never heard anything else from him. As I stated previously, you have attempted to get funds from my bank account by alleging that you had my permission to do so, as you have purportedly done to others. You do not, have not, nor will you ever, have permission to enter any of my personal accounts. I want my {$30.00} back for the stop payment fee!
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-01-04

Fort Pierce, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-01-02

Saratoga, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-01

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: i received an annual statement from Seterus regarding PMI from my mortgage statement which detailed how PMI could be cancelled/terminated. XXXX of the ways stated was that if the current balance ( $ 291K ) was less than 78 % of the ORIGINAL APPRAISED VALUE of the property ( $ 399K ) - PMI would be terminated. I called and tried to explain that the Loan to value on my loan was 73 % based on the original value and asked why PMI had not been terminated and that since it should have been terminated when the loan to value became 78 % - i was owed a refund of all excess payments i had made. At first the rep XXXX XXXX XXXX said i had n't reached the required level ( despite going through the notion with him of calculating the original Loan To Value and current Loan to value ) and then stated some nonsense about interest being added back in order to calculate Loan to value. I stated that did n't make sense. He said of course it did as the Bank needed to make money on the loan. He said he would send me a package so that i could request the cancellation of PMI. I told him not too as that was n't the program under which the PMI should have automatically dropped off. I then asked if he was new to the position. He stated he was n't and understood PMI and how it worked. I then asked for a supervisor. He said there was no need as the supervisor was just going to repeat what was on his screen anyway. I insisted. He asked me to hold on and never came back.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-01

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX 2015, I was notified that due to my financial hardship, I was approved for a temporary modification per a trial period from Seterus. It was my understanding that in XXXX 2015 ; I would receive paperwork. If I agreed with the new terms of the loan modification I would sign off. I had called several times throughout the month with questions, such as, if I did not want or agree with the terms, if I could pay back what was owed to put my mortgage back up to date. Throughout that time Seterus representatives called me repeatedly, their purpose was to get me to sign the paper work. Finally on XXXX XXXX, 2015 in addition to the mortgage payment I paid over {$600.00} bringing me back up to date with the payments, I was also charged for bogus late assessment fees from XXXX and XXXX 2015 that I was unaware of, my postage indicates that the payments were sent out on time. None the less I made the payments with the understanding that I would n't be obligated to go through with a modification that only decreased my loan payment by {$130.00} and would have made me obligated to pay on a loan for an addition thirty years making an original 30 year mortgage, a 39 year mortgage payment despite that I had already contributed 9 years toward paying off debt on the mortgage. Also, it was my understanding that by paying the back payments that I would be up to date on my mortgage and all would go back to normal despite the fact that I would continue to suffer a financial hardship. On XXXX XXXX, 2015 despite the fact that the monies XXXX were withdrawn from my account, the mortgage company has stated that my credit is in jeopardy because the monies would be in suspension. This was not explained or my understanding when I begun the trial period modification. In summation I paid Seterus their money. Update my account. I am a struggling single mother with XXXX dependents. This entire ordeal is wrong, unethical, and I am being penalized for something out of my control that I was n't even aware could happen. Seterus is a predatory company that should be penalized for their unethical practices, policies, and procedures.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-31

Eden Prairie, MN

Improper contact or sharing of info

Debt collection: Mortgage

Talked to a third party about my debt
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-31

Dulac, LA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-31

MN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My home with a Mortgage through Seterus Inc. went through foreclosure in 2011. It was sold at auction in XX/XX/2011. My account with them shows a balance of over {$160000.00}. on my credit report. After contacting them 4 times in a span of over 2 years and requesting that they update my account standing with the credit bureaus they have done nothing! They tell me over the phone that my balance is {$0.00} and I am no longer liable for the property, but they have not reported it to the credit bureaus and I can not get any documentation from them saying I am not liable. They are terrible to deal with on the phone and will not do anything to correct this misinformation which is holding me back from improving my credit situation and quality of life.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-30

Sulphur, LA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-30

Yorktown, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-30

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced with XXXX XXXX and received notification from then that my loan was transfered back to Seterus for my XXXX XXXX, 2015 payment. When I called Seterus to find out about payment options they had no information regarding my loan. To save myself the headache of not knowing what to do I paid my XXXX payment early to XXXX XXXX. I received an XXXX mail package from Seterus around the XXXX of XXXX with information on avoiding foreclosure and a packet to fill out. My mortgage was not late nor in a position for foreclosure so I was confused. When I called Seterus the representative insisted that it was a welcome packet and nothing to do with foreclosure. I insisted that it was not a welcome packet and was basically told that I did not understand what I was looking at. The welcome packet came the next day. I called back next day and was told there was nothing they could do about the way my call was handled the previously but that the XXXX mail package I received was something they send to everyone and that I should just ignore it. On the XXXX of XXXX I activated my Seterus account with my new loan number and signed up for Auto wthdrawals. The information on the auto withdrawal page said my XXXX payment would be withdrawn on XXXX XXXX. Today, XXXX XXXX, I checked my account information online to confirm that my XXXX XXXX payment will be processed and I could not confirm so I called customer service. I was told that they did n't show any pending ACH but that I should call back after XXXX XXXX to followup. I voiced my concern that is after my payment is due and was offered other payment options, none of which would guarantee that my ACH might not hit as well. I could not get any response on who processes the ACH requests, whether or not my ACH was received and just in process or how to prevent the possibility of double payments for XXXX if I used any of the other paymen options since they could not find any confirmation of what was going on with my ACH request. I spoke with XXXX XXXX, Customer Service located in XXXX, NC. today XXXX XXXX, at around XXXX. My experiences with Seterus so far in regards to my loan so far makes it seem as if they are focusing on putting road blocks in my way to force me to make my payment late. First, not receiving notification of my loan transfer that was effective XXXX XXXX until XXXX XXXX. Secondly not giving me a clear answer on the status of my ACH processing and if my XXXX XXXX payment will be auto withdrawn as indicated on the online submission but instead telling me to call back after my payment is due. Per the representative there was no escalation process for additonal help and callig back or using XXXX of the other payment options with the chance of a double payment were my only options. I am very concerned about the timeliness with which Seterus has handled my mortgage information and that I am not getting correspondence from them until after the fact.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-30

LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: On XXXX XXXX, XXXX my mortgage servicer, Seterus, contacted someone unaffliated with my mortgage - my ex-wife. Our divorce was finalized in XXXX XXXX. The mortgage orginated in XXXX XXXX ( Seterus acquired the note XXXX ). Seterus has my contact information as well as my current wife 's contact information on file with the account. Yet, Seterus called my ex-wife 's house phone number which is listed under her current married last name and is different than the phone number that we had when married. The Seterus representative asked for me by name. The representative did not disclose why they were seeking me and refused to remove her name & number from the account at her request since she is not personally connected to the account. Seterus verified that they have my contact information on file as they contacted me via cellphone on XXXX XXXX, XXXX. The representative stated during that call that I was contacted on XXXX XXXX, XXXX, which I corrected. There is absolutely no way that my account with Seterus has my ex-wife 's information associated with it. My specific complaint is that Seterus conducted itself in an unprofessional, haphazard and wreckless manner by intentionally contacting someone unrealted with my account. This continued practice easily could result in Seterus breaching confidentiality.
Company Response: Closed with explanation

Disputed: No Timely Response