Seterus, Inc.

2018-08-13

Evanston, IL

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-12

NH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX of 2010 my mother in law passed away still owing a mortgage on her house. The house was left in a trust, the beneficiary being her son, my husband. For the last 8 years we've struggled to communicate with the mortgage company because we're not 'authorized ' to speak on behalf of the mortgage. We make the payments and claim the mortgage interest and real estate taxes every year. My husband is on the deed. After my mother in law passed away the attorney filed a new deed with his name with the county. We've faxed the trust, the death certificate and a copy of the deed to the mortgage company and again to the company who took over servicing the loan. They will not talk to us. Still. After reviewing all the documents. They will not discharge my deceased mother in law so we can refinance the house in our names. It's been 8 years. I'm tired of fighting with them. Every month they send someone to the house to take a picture of it and make contact with us to ensure someone is living in the home. They refuse to tell us why. Can you help? Clearly we have demonstrated an interest in the property, we've paid for it for the last 8 years and my husband 's name is on the deed. They keep saying they need a fiduciary statement. The registry of deeds and our lawyer said because the house was in a trust it never had to go to probate, therefore a fiduciary statement will never exist. They are making this impossible. What options do we have?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-12

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been a regular payer of mortgage from mortgage inception to-date. However Seterus Inc ; are wrongfully flauting FCC rules and have wrongly reported over phone to credit monitoring bureaus saying that I am a defaulter. I have provided proof of my payments, however XXXX ( credit reporting agency ) says the lender is authorized to say verbally without providing any proof of default or delay about anyone 's payment history to spoil his/her credit. I wrote many times to mortgage service provider - Seterus Inc ; to provide proof of default and/or delay in my payments. Every time Seterus Inc ; respond to my inquiry about proof of default and/or delay by providing their manipulated accounting records and not any documentary proof of my delay and/or default.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-12

Vicksburg, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I pay my mortgage through a company out of California, Seterus. I fell behind after a forced retirement, eventually Seterus sent me a modified payment offer, I was told in the documentation as long as I made three consistent modified payments my payment would be the same lower amount for the remainder of the loan. After the third payment Seterus now shows me three months behind with none of the previous three payments being applied to principle or interest. I believe I was scammed under the assumption my payments would be up to date after the three lower payments. I am now 90+ days behind on my mortgage, Had I not taken to the scam, I would only be one month behind or caught up by now on payments. At the very least I would have made three full, regular, payments in lieu of three smaller payments. Seterus knows I can not afford an attorney for a law suit. What are my options? Thank you for your help. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-08-10

Royal Palm Beach, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-08

Polk City, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-07

Vacaville, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-07

Randolph, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-06

Bangor, MI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-06

Jupiter, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I called seterus to set up a repayment plan for my mortgage. When I called I wasnt even past due. I specifically asked them if this will affect my credit they said no. Apparently they set up a form or repayment that I did t agree too. I tried for them to listen to my conversation with the representatives I spoke to. They keep mailing me the agreement. They reported late payments on my credit, my credit score went down over 50 points. This is fraud, if I knew it will affect my credit I will have made a completely different decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-02

Rncho Domingz, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am a homeowner in XXXX XXXX. My mortgage loan was sold to Seterus Inc, a servicing company who list their headquarters in XXXX, Oregon. Their NMLS ID # is XXXX. Their license per Dept. of Business Oversight is : XXXX ( license issued XX/XX/12 ) I am documenting my situation for those who may have had similar experiences with Seterus Inc. In addition to the Department of Consumer Finance, I have also filed complaints with HUD, Dept of Real Estate, Dept of Business Oversight, XXXX and the Attorney General in my state. If you are a homeowner who's loan is serviced by Seterus and you have experienced ANY problems, I advise you to immediately contact your local, state and governing offices to get your complaints on record. Keep accurate notes of EVERY call and make sure you get EVERYONE 's Name and ID you speak with. In my experience, Seterus Inc appears to be a front company, who's primary goal is to ignore consumer concerns and increase the balance due on mortgage accounts in an attempt to foreclose on your property if you have significant equity. Below are some of the situations I've experienced in dealing with Seterus Inc. Non-responsive to consumer concerns : Upon transfer, I noticed several accounting errors in my mortgage balance. I called to report these errors and was given a fax number, physical mailing address and e-mail address. I faxed and e-mailed copies of my concerns with no response by Seterus Inc. For the past 4 years, I have made repeated attempts to correct the accounting errors on my mortgage loan. Still no response. I had to file a complaint with the Dept. of Real Estate, Dept. of Business Oversight and other government agencies in an attempt to resolve this matter. Poor Customer Service : Their customer service agents are rude and not very knowledgable. It takes an average of 45 minutes to an hour per call, just to bring them up to speed. They have a collections mentality instead of a customer service mentality, which creates unnecessary tension when attempting to get answers to basic questions and concerns. Seterus Inc. Gov't Relations Dept is a front : I spoke to several representatives in the Seterus Gov't Relations Dept. After my initial conversation, I was never able to get back in touch with them to follow up and was later told that neither employee is currently with the company. It appears they use entry level employees to field serious concerns. These employees routinely fail to follow up and are later dismissed from the company. The contact numbers for all the employees have a ( XXXX ) XXXX extension. Loan Modification offered by the computer and accepted : I was informed by Seterus representatives that on ( 3 ) seperate occasions, a loan modification was offered by the Seterus " computer '' system and their " computer '' accepted and processed a loan modification without my request, consent or ever signing any documentation. The representative said I " accepted '' the loan modification offer because I made a payment. This is the same payment that I made every month. Inaccurate balance due provided : The balances provided their XXXX XXXX XXXX payment system, on-line Seterus.com system and phone agents never matched. I received conflicting balances and explanations. As a debt collector, they are bound by the guidelines of the Fair Debt Collection Practices Act. They continue to violate these guidelines when they send collection notices or accounting statements with inaccurate or conflicting balances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-02

Fleming, GA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: I was layed off XX/XX/XXXX .I 'm collecting benefits at XXXX per week. I contacted Seterus about a forbearance. I was told If I could make the XX/XX/XXXX payment ; make it then call for the forbearance. Their representative told me no problem ; make the XX/XX/XXXX payment then file for a forbearance. I made the payment and called around XX/XX/XXXX. I explained my wife and i had seperated during the call and was told no problem. I received the PPW and sent it in. Now I'm told by Seterusthat the Rep gave me the the wrong information. Now I have to get a quick claim deed to take my wife off of the loan so they can process the forbearance. They apologized and said they would " coach " the Rep but not fire her. Now I'm facing foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-08-02

Patterson, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: While my husband and I were separated in XXXX, he manipulated me into refinancing our home.He abandoned me and we were behind in mortgage payments because he had been having an affair and racked up bills that i didnt even know about at that time.He promised to help with the new mortgage amount ( also promised that he would end the affair and return home but didnt ) even though he knew I couldn't afford to pay it myself because I became XXXX a few yrs earlier.For the refi the home was appraised at {$210000.00} which in no way was true ( was only worth {$140000.00} ) but this is a perfect example of how & why the housing market crashed in XXXX, and how i became under water with the refi loan.So I got stuck paying for a home worth {$210000.00} at 8 % when in reality was only worth $ XXXX.I 've struggled all this time, filing Chapter XXXX to save my home but got behind again due to the fact that my live-in boyfriend also became XXXX.I need a home forgiveness modification or to refinance at a lower rate for the proper amount of the homes worth.We just need a 2nd chance with the appropriate loan for 2 people that are XXXX and receive XXXX XXXX XXXX benefits monthly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

Gloucester City, NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-31

NY

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Seterus , Inc . XXXX XXXX XXXX XXXX, CT XXXX Seterus, Inc is my " mortgage servicer '' ( although they are primarily a debt collection agency and a foreclosure company. Seterus took over my mortgage from XXXX. They have been reporting my wife and I as late payers every month for years. We live in a co-op apartment so we own shares in the co-op corp which entitles us to live in our apt . The co-op corp owns the property and carries full insurances. Reason for the late reports is Seterus claims that we have no insurance on the property and they have increased our payment amount to cover insurance. We don't pay the increased amount. We have provided proof of insurance over and over which Seterus ignores.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-07-31

Glenmont, OH

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: The following number, XXXX started calling me on Tuesday, XX/XX/2018. They have called me multiple times, but will not leave a message. I finally called them back yesterday, XX/XX/2018, and asked them why they were calling me. They immediately asked for my Social Security Number, which I did NOT give them. They could not answer as to why they were calling me repeatedly. I asked them to be be removed from their call list. They called again today, XX/XX/XXXX, while I was in a meeting. I called them back again, and recorded the conversation. I asked once again to be removed from their call list, and notified them that they were also being recorded. They told me that was against their policy, and that i could not record them. I replied that i was located in Ohio, and was allowed to record them, especially since they were also recording me. The lady said she would have my number removed, and yet they still tried to call me again later in the afternoon. I looked up the number, and it appears to be Seterus Customer Service. I have never heard of this company, and do not have any idea as to why they are calling me. I want the calls to stop immediately, or i will be taking legal action against them for harassment.
Company Response: Closed with explanation

Timely Response

2018-07-31

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: At the beginning of year 2015, my city taxes were lowered due to reassessing the property with the county. This was my second time in doing this over several years, and was awarded a decrease in taxes both times, lowering the property value by half of what it was. This information was forwarded to Seterus in order to keep them informed, that my escrow should be lowered, due to reduced property taxes. Instead they increased my escrow account, for which I refused to pay, after trying to reach them by phone to discuss this matter, their customer service line is not a customer service line, but a collection agency, and no one would direct me to an individual whom I could speak to about my issue. I continued to make my on time monthly payments, only to have them separate the apparent prior months shortage causing the account to go into default. This resulted over the next several years late fees along with credit issues for which I challenged and won, as the credit agencies researched my account and agreed that I was up to date. I asked on several occasions a payment analysis from Seterus, which they sent me, unfortunately the readout was to confusing to understand, as I simply wanted to see a spreadsheet from them showing my payments to them, so I could compare to my monthly payment history, in order to verify myself. They refused to follow up with me, and since there is no one to speak to, all inquiries are sent to their website for review, and then they reply in a letter, not giving you an opportunity to challenge them. This is very frustrating, as they keep adding late fees to my account, that is up to date, and since I can not contact anyone from the company this will continue. Please advise so that this company can be exposed for very poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-30

Jacksonville, FL

Problem with a credit reporting company's investigation into an existing problem

Mortgage: Conventional home mortgage

Complaint: I have a loan with SETERU INC. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and SETERU INC with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX / XX/XX/XXXX - XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-07-30

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-28

Chattanooga, TN

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-28

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: They call all day and all nights from different numbers. They never say what company they are calling from just the first name of that person and a code number. These calls come every 30 minutes 6 to 8 times a day. So many voicemails of the same thing over and over. They voice of the person is not clear of understanding of what they are askinh me to call a number and code number. I have had to block unknown numbers and they have been calling restricted calling.
Company Response: Closed with explanation

Timely Response

2018-07-27

Red Bank, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-24

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I called and asked for the total balance owed and then made an ACH payment over the phone to Seterus in the amount of {$4500.00} for XXXX and XXXX and was charged {$10.00} which I was told was included in the payment amount. Due to a mix-up at my bank, the ACH payment was rejected/returned on XX/XX/XXXX. On XX/XX/XXXX I called Seterus as my online account still showed I was current. I was told that my balance due was {$10.00} ( the rep could not explain why I still had a {$10.00} balance when I had called in to get my full amount owed! ). He then said that I since I knew the payment would be returned that I could make the payment again. I did not elect to do this as I felt that if I made the payment at that time it may be considered as extra payment, not payment for XXXX and XXXX. I checked online and via automated phone again on XX/XX/XXXX and Seterus still showed my as current. On XX/XX/XXXX, my online account showed that I owed the XXXX payment, but not the XXXX payment. I called Seterus and the rep told me that the XXXX payment showed returned, and that the XXXX payment showed paid, but that the XXXX payment was in a suspense account. She could not explain what this meant, and could not transfer me to her Manager as she said he was not in today. She also stated that it could take up to 14 days to correct! This would make my XXXX payment 60 days late! When I asked if there was anything she could do, she said everything was automated and that if I made a payment today it would be for the XXXX payment now due. She also stated that there was no way to talk to the " payment people ''. When I insisted, she said she could send an e-mail asking them to check into it - which she said she did. She then asked when I would make the XXXX payment! - I'm still trying to make the XXXX payment!! Here are my issues : 1 ) I called for a full balance to pay for XXXX+XXXX+all fees and paid {$10.00} for the phone payment and was not give the right amount. 2 ) Neither rep said I could make a payment to avoid my XXXX payment going 60 days delinquent and that they could document that it was a XXXX payment 3 ) The rep told me that XXXX showed paid yet that same amount was in a suspense account. And could not explain what that meant. She did not offer to further investigate and only did so when I insisted. 4 ) There seems to be no escalation process for issues 5 ) After asking twice to speak to her Manager and getting stonewalled, she then told me he wasn't in today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-24

NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Ever since Seterus inc has taken over my mortgqage I was automatically 1 month behind. I have proven that this is their error as they illegally removes funds from my suspense account causing my payment for XX/XX/2016 to be short. They have illegaly scheduled automatic home inspections in violation of a ruling in an Iowa case which was upheld by the XXXX cuircut court which stated that this is a violation of RICO statutes. Please see attached documents. I have been threatened by the home inspectors they have illegally entered my home one was carrying a concealed weapon which caused me to flee in fear of my life on my own property. In violation of FTC regulations they backdate payments creating another late payment and late fee which is considered by the FTC and the Fair Debt Collections act to be illega That Seterus inc and XXXX XXXX have previousely been ruled against in a class action suit.l. I have been harrassed by phone by automated calls for 2 years I have had Seterus representatives tell me " YOU HAVE NO CHOICE BUT TO SET UP AUTOMATIC WITH DRAWL FROM MY ACCOUNT ON A DATE AND TIME OF THEIR CHOOSING '. I have been threatened if I do not provide them with personal information that they have no right to have. Now in an effort to obtain their ILLEGAL FEES! they have commited BANK FRAUD by altering my XXXX mortgage check from {$510.00} to {$810.00} and applied every penny of that {$300.00} dollars to the fees I have been disputing for 2 years. This is a blatent criminal act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-24

Carolina Forest, SC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response