Seterus, Inc.

2015-12-20

MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our loan was sold by XXXX XXXX XXXX to Seterus. We were not notified. We called because there was no loan statement sent. XXXX XXXX XXXX advised us of the change, and when we did hear from Seretus, they assured us were not late. My wife called them to confirm. Less than two weeks later, on a Sunday, we receive a FedEx package advising us we are in default and threatening foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-19

Urbandale, IA

False statements or representation

Debt collection: Mortgage

Attempted to collect wrong amount
Complaint: Wo n't return my escrow, even though I 've asked for the balance for over 14 months. In addition, unsubstantiated {$90.00} per month fee. Have submitted documentation multiple time without satisfation
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-19

Allison Park, PA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-19

OH

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I was making regular payments on my mortgage to the XXXX XXXX XXXX since XX/XX/XXXX. On XX/XX/XXXX the XXXX XXXX XXXX contacted me by written letter stating they were transferring me to Seterus, Inc. to service the mortgage. XXXX XXXX XXXX refused to accept my XX/XX/XXXX payment. I called Seterus six ( 6 ) times before they sent me a " Welcome Packet. '' received on XX/XX/XXXX. By this time I was two ( 2 ) payments behind because XXXX XXXX XXXX refused to accept payment and Seterus , Inc . had not sent me a coupon book or contact address or the new account number. Along with the Welcome packet came a letter in a separate envelope threatening foreclosure, and demanding payment for XX/XX/XXXX also. I was not late in any payment to XXXX XXXX XXXX but they refused to accept my checks! I could not pay Seterus, Inc because I did not have the new account number, or their physical address! I did pay the $ {$950.00} for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have received no statement or payment coupon. I intend to pay ; but this whole effort was to put me in default so that they could foreclose on my house
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-19

Wesley Chapel, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am an XXXX XXXX XXXX service member that has been taken advantage of by multiple mortgage companies which have serviced my loan. I originally got this loan with the XXXX XXXX in XX/XX/XXXX while stationed in XXXX XXXX. Country Wide informed me that I could n't use my VA loan benefit because I had used it before, therefore I had to use a conventional loan and required to put down 10 % which I did not knowing any better. During the housing crisis Country Wide sold my loan to XXXX XXXX XXXX and at this time, due to finical reasons I applied to the HARP program thru XXXX XXXX XXXX and was granted a fixed lower interest rate of 2 % that was what I understood I had asked on multiple occasions and XXXX XXXX XXXX confirmed my payment was now {$850.00} for the duration of the loan. I was notified one day that my loan had been sold to Seturus, my current mortgage company and continued to pay {$850.00} for approximately 5 years on time, all the time. I recently received a noticed a few months ago that my interest had been raised to 3 %, I was upset the new amount is now {$910.00}. I am still XXXX XXXX XXXX and was under the understanding the Sailors and Soldier 's Act of XX/XX/XXXX prevented companies from unexpectedly raised interest on XXXX XXXX members while still in active status. I called and got nowhere with them, and decided to pay the new amount of {$910.00}. To my surprise I must have offended someone I guest because, my balance after that phone call was increased by {$53000.00} yes that 's XXXX. I have now idea what 's going on my interest rate is now 3 % and I owe XXXX up from XXXX just a month ago. I called and that 's what their system shows all of a sudden. Please help I have attached statements to prove what I am saying. Thank you
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-18

Dearborn, MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-18

Swiftwater, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-18

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-18

Greensboro, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: As of XXXX XXXX, 2015, my mortgage was transferred from XXXX over to Seterus. XX/XX/XXXX, I received my transfer letter from XXXX stating everything I needed to know and that I should expect a welcome letter from Seterus shortly. Today is XXXX XXXX, 2015, and I have yet to receive my welcome letter, which reading the FTC website they must send me by XX/XX/XXXX. I called Seterus this evening and got the runaround, now keep in mind that I am new to them and they already are treating me this way. I 've read a ridiculous amount of complaints about this loan servicing company, but now I 've actually experienced it. I recorded the entire phone call, so that you can hear exactly what the representative, XXXX, said and how she dodged questions I asked. She just kept putting me on hold. I informed her that I was recorded the conversation and then it got a little hostile. She put me on hold again, where after a few more minutes of holding a gentleman that referred to himself as XXXX XXXX came on the line and began yelling at me about recording the call before he swiftly hung up on me. Now, can you explain how this kind of business behavior is acceptable? I got no information about my new loan, no information on how to make a mortgage payment, no loan number, absolutely nothing aside from vagueness and rudeness. These people have a duty to me the homeowner and they are not doing what they are supposed to do. Merely XXXX Seterus and you will see this is a SEVERE problem that nothing is being done about. This is my life, the lives of my children, my home, and I can not fathom that this kind of behavior would be acceptable by any standards. I have contacted XXXX, as they are the holder of my loan, to inform them of the problem. A woman by the name of XXXX informed me that XXXX is, indeed aware of these practices by Seterus and no action has been taken. Once again, I have this phone call recorded with her admission XXXX has been apprised of this issue. There have been over XXXX complaints to the XXXX, yet this company is still somehow allowed to continue their shady practices and downright fraudulent activity. The way they treated me was like my toddler putting his hands over his ears because he does n't want to listen, Seterus does not want to listen to legitimate problems. I 'm contacted absolutely every entity I possibly can to make everyone aware of this situation and compiling a journal of everything, emails, call logs, recordings, complaints filed, everything, and looking into contacting an attorney. Somebody has to do something aside from tell me, " Oh, we 'll look into it '', and this foolishness continue. Seterus has legal obligations to me, as the servicer of my loan, and I ca n't imagine this is how they are upheld. Again, I am not the only person saying something about this company, so why does nobody take action? Maybe if it was your home, your life, it would be different. It seems as though nobody cares about the homeowners, we have no voice. We are being pushed and bullied, we turn to the organizations that regulate companies like this and are met a lack of empathy or care. I need help, this is just not okay.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-18

Stantonville, TN

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XXXX XXXX sold my mortgage payments to Seterus or XXXX and they are trying to foreclose my home saying iam two or three payments behind when iam not.Everytime I talk to them add a month and saying I owe {$2500.00} for two payments and my house payment is $ XXXX.Two payments is about $ XXXX.I believe they 're trying to rip me off.I know they 're trying to get more monies off me andy family.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Chula Vista, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Montevallo, AL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Pittsburgh, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Scottsdale, AZ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am refinancing my home and have mortgage insurance. My current mortgage provider is Seterus Inc. Loan number : XXXX. I have requested a copy of my current mortgage insurance certification. I have personally called 8 times and have spent about 6 hours on the phone only to be put on hold, transferred and then never provided what I am requesting. This is holding up my refinance and rates are going up. I would like a copy of my current mortgage insurance sent to me directly XXXXXXXXXXXX or fax to me XXXX XXXX asap. I also file a complaint a month ago with no response.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-17

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-17

Arco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I purchased my property in XX/XX/XXXX and the original lender was XXXX. The lender on the second was XXXX XXXX. For the first 10 years, I was to pay interest-only. Then, the financial crisis of XX/XX/XXXX caused me to lose my job and I found it difficult to make my monthly payments. So XXXX, through HARP, I spoke with a certified HUD advisor from Hope Now, and she suggested that I contact XXXX to see if XXXX XXXX or XXXX XXXX owned my loan, write a hardship letter stating my financial situation, and that I would like either a Homeowner Affordability Stability Plan ( 30 year fixed that combines both my loans ) or a review of my account to receive a lower rate freeze for either a five year fix or for the life of the loan. She also suggested as a backup that I ask about a " write-down of principal balance '' or a " refinance with a short payoff ''. I sent letters to both XXXX and to XXXX XXXX, and one year later, there was no resolution, no help at all from either bank, but I continued to make my payments through any means necessary, including borrowing from friends and family. I was told that if I defaulted on my loan by NOT making payments for at least three months, that they would " consider '' refinancing or modifying my loan, but if I was declined, they would foreclose on my property. I had just had my first child and scrambling to find a place to live did n't sound appealing so I kept making the payments while still trying to get the banks to simply offer me XXXX consolidated loan at a fixed rate. Seterus eventually became the lender for my first loan and XXXX XXXX XXXX assumed my XXXX, but nothing changed with them either. Because I could n't find a job, in XX/XX/XXXX, I went back to school to work on my XXXX. I was still trying to get XXXX consolidated loan at a fixed rate with no success. I kept making payments. By XX/XX/XXXX, I still had no help from either bank and was getting more and more worried that the 10-year interest only program would end with much higher rates and cause me to default on the loan, this time because I could n't afford the payments. HARP was ineffective so I turned to the XXXX ( XXXX ) and after providing them with XXXX pages of documents and sitting at an all-day event XXXX miles from my home, they were unable to assist me. My next attempt to get assistance was by calling Seterus directly, and they directed me to XXXX XXXX to see if they would help me. XXXX XXXX told me that they would not refinance my loan to a fixed rate because the monthly payments would wind up being slightly more than what I was currently paying at that time. I told the representative that I could probably handle a slight increase in monthly payments if I could get in a fixed rate, but I did n't want to get caught with a much higher rate after the 10 year interest only arm was over. He insisted that he could n't assist me because of banking laws. By XX/XX/XXXX, XXXX was continuing to contact me to try resubmitting the paperwork, so out of desperation, I agreed and gathered a new batch of documents and resubmitted it all again, but they were still ineffective in their efforts. By XXXX XXXX, my worse fears came true. The 10-year interest only program ended and my mortgage payments more than doubled. I ca n't afford it. I tried to seek a modification with Seterus but they declined me because of my underemployment but they offered me a 6-month forbearance and told me that I 'd have to accept the offer immediately or they would start foreclosing, so I accepted, but I have reapply in XXXX. XXXX declined me altogether with no alternatives. I spoke with XXXX on XX/XX/XXXX and they mentioned that they would be willing to modify only if Seterus were willing to modify. So this complaint is for Seterus to modify in order to get help on the XXXX mortgage as well.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-16

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: We have been trying to a modification on our property for 3-4 years and still have not been settled. Started with CitiMortgage. First attempt, " denied '', income too great. They looked at previous years, not the reduced income to occur in the immediate future. Second attempt, " denied '' currant on payments, we were told we would have to get behind in payments, which we ended up doing. Third attempt, they lost paperwork and we were told we had to get currant with payments. We could not do that and they would not accept partial payment. they said all or nothing. Then it went into Forclosure and we found out it that XXXX turned the loan over to Seterus as the new servicer of the loan. It went into court for a Foreclosure date. Seterus agreed to attempt try for modification. XXXX requested that we go thru XXXX to assist us. we went thru the program and took the financial help class. We received approval and final modification documents, Took them to XXXX, signed them, notorized them and they were sent back. Payments to begin XXXX XXXX, XXXX. Tried to get auto pay set up for payments. Denied for that process, informed that figures in final modification documents were incorrectly calculated. were in the process of correcting and sending out the new documents. in the meantime went to Foreclosure court on the XXXX of XXXX XXXX. House was turned back over to XXXX. Received XXXX documents that evening. Signed, notorized and sent back that day. Been informed by Seterus that them documents figures are still incorrect again. we are still waiting receipt of the XXXX set of documents. Told it would be middle of XXXX, with XXXX payment of XXXX XXXX. We have continued to make our trial payments since XXXX XXXX. Also informed that none of the payments are credited toward the loan itself. Still do n't know if XXXX documents will be correct. This process has been a burden and stress on the family. I feel that this process has gone on long enough, longer than anyone else that I know that has went through a modification. Nobody knows what else I can do, or other actions to take. ( ie Lawyers and financial advisors )
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-16

Tampa, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-16

City Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Hilo, HI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Salem, OR

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Forest Heights, MD

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Hamburg, MN

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Informed by XXXX that the servicing rights to my mortgage loan was to be handled by another company and as of XXXX XXXX, 2015 they could no longer accept my mortgage payment. Also, informed by XXXX that they were missing a payment that I show through XXXX XXXX XXXX the payment was negotiated ( cashed ) as all payments are sent through credit union. XXXX also increased my escrow requirements more than XXXX just before the transfer and did not justify. I made contact with local tax office and insurer and the billings do not justify the increase. XXXX letter provided a number and address of SETERUS and the contact information failed to produce a person to speak with only a recording of information that is to come at a future date. XXXX says they can not correct the records even with proof as my account is now with this company that is only represented by a recording that goes into a continuous loop.
Company Response: Closed with explanation

Disputed: Yes Timely Response