Seterus, Inc.

2015-12-15

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-14

Weston, CT

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-14

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Recently we went through a bankruptcy, we were not late or in foreclosure, I had surgeries that failed and left me unable to work and XXXX XXXX XXXX worked with us to do a loan modification. That process was completed and everything was good to go, and then XXXX XXXX XXXX has notified us by letter dated XXXX XXXX 2015, that they are transferring our loan to Seterus Inc, a company that has had bad customer relations. I asked my loan modification rep to send a letter requesting XXXX not to transfer our mortgage as we 've been customer for nearly 20 years, obviously declined. We received a statement from XXXX after the transfer letter to make XXXX payment but nothing from Seterus. I called spoke with my loan modification rep on the XXXX and explained, I am very concerned because as of that day XXXX still had no information and sent a letter asking XXXX to reconsider releasing us as a customer. XXXX XXXX, Seterus, rep on the phone has my loan information, but I still did not receive a " Welcome Packet '' which tells me of the company holding my mortgage and my options to pay ect. I 'm not just going to make a large payment to a company I have no written documentation from. I 've contacted my original servicer as it says in the notice from XXXX, I explained I have no where to make a payment, because even thought there is a mailing for payment they do n't have the complete loan info and if XXXX decided to keep us I would then have to try to retrieve or stop payment. Another scenario since Seterus did n't have our complete loan information, there automated says do n't make a payment and contact our original lender and then risk payment may not be applied correctly. I call into my loan reps phone and XXXX XXXX XXXX will not allow me to speak with my representative who assisted with the loan modification to see if she would be able to help me or advise me on how to make this a smooth transition, so I put the check in the overnight mail to XXXX and hope that they will do the right thing and forward it and Seterus. I called XXXX advocate line and they assured me it would go to Seterus Inc. and Seterus should apply it for the XXXX payment. I just want to be certain that all payments will be applied properly that XXXX will forward my payment seeing as how that was the only loan information I had to date. I do n't want it to get to Seterus Inc, and have them tell me I 'm behind in payment because they received it so late in the month of XXXX and they turn around and hit me with late fees and tell me they applied it to XXXX. Seterus charges you {$10.00} fee to make just a regular payment by phone, and {$5.00} fee online. I do n't understand why they charge you to make a payment. I tried calling to make a payment with Seterus, just got caught in an automated circle that just told you you can not make a payment without a welcome letter, and I do n't have XXXX yet and then they say go to their website but I can not do anything there until I have an account number, which is in the welcome packet, then they say they do n't have my complete loan info so they can not take a payment, so that is why I overnighted my payment to my original servicer XXXX who now assures me it will get forwarded to Seterus applied properly for XXXX, and I wanted to document this if I should have further issues going forward with payments and poor customer relations, when I did everything possible to get them the XXXX payment.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-13

Hon, HI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus Inc. is continuing their harassment. I have already filed a complaint case # XXXX which was resolved but in their response to you they were completely misleading and just plain lied. What they did while they had the money they wrongfully had taken out is do a financial report and said there was not enough money in escrow and charged me more money to make up the gap. I demanded a new report be done now that you guys made them give the money back and have heard nothing since. Now they have changed the name XXXX the policy and say they can not talk to me because I do not have authorization for this account. I am and have always been the executor trustee for this account. I have all documents and so do they. If you need to see them please let me know where to send them. I have stated I do not want to do business with this company but have been forced to do so. This is wrong. I ask again how do I stop this? I am losing a lot of time and money dealing with this awful company. They must put me back as the authorized person to talk to and explain with documented proof of what they say made them change it in the first place.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-12

Philatelic Center, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus will not send us paper statements, they falsely put out loan in their bankruptcy department when the loan ( sold from XXXX after being bought from XXXX ) was *never* part of the bankruptcy. We have been trying for months to get paper statements or at least view them online ever since the loan was sold over a year ago. This is insanity.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-12

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We have submitted the application through my servicer " Setrus Inc '' in late XXXX and verbally offered loan modification with the same rate in XXXX XXXX ( Note that, we did n't received any formal offer letter by post at all ). As the monthly payment amount was not reduced, we will be continue in a hardship situation. Immediately know the news, we wrote appeal letter dated around XXXX XXXX asking for further review. I did made a few calls to XXXX the status but up to date, we still have n't got any response from Setrus Inc and XXXX XXXX, but not much response from them. Around XXXX XXXX, we got a call from XXXX XXXX from XXXX Help Center ( Network In Partnership with XXXX Tel : XXXX ). We had an interview with her and again, we did the application from them as well around XXXX XXXX. Recently, our tenants stop paying rent when they receive the court documents and we are currently have to go through the eviction process and also incurring property damages which leave us big repairing bills. Due to loss of income, our payment plan also missed a few months with HOA. Our hardship continues and also more worries. We will try all the possible options to prevent the home foreclosed and we are fighting against the time for the in progress on FORECLOSURE CLAIM. Further delay for review the application will put more burden on us as all the legal fees will be added up very quickly and we have difficult to rent our home as when tenants know the home in foreclosure situation. We are currently work overseas due to the current job situation and be relocated. This will be our main home when we will back to XXXX to live and we are willing to try all the possible assistance to prevent loss our home. We are prey for the help and prey to give us a trail chance to keep the home. Time is quickly running out and we are extremely worried when check the court case progress status at Summary Judgement Stages. However, I was told the case is still the review stage and It has been in this stage for over 10 months now without any further progress and also no letters from them! your urgent help on this matter will be greatly appreciated. Thanks XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-11

Tuolumne Mdws, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with Seterus, Inc. - payments due on the XXXX of each month. In XXXX 2015 I began paying a few days before the XXXX of the month. I paid the XXXX bill on XXXX, the XXXX bill on XXXX, and the XXXX bill on XXXX. However, part of the payment made on XXXX was applied toward fees and the remainder toward the principle and I was not credited for a mortgage payment. When I paid the XXXX bill on XXXX it was credited toward the XXXX bill, even though I had paid the XXXX bill on XXXX, and I was charged a late fee. I did not notice this until I went to pay the XXXX bill on XXXX and saw that I still had an outstanding payment for XXXX, although I had paid this bill on XXXX. As such, I reviewed my statements and determined that the payment made on XXXX was not credited as a payment, resulting in my payments now showing as late, rather than on time. I first contacted the company on XXXX ( the next business day after I noticed the discrepancy ). Initially, they were unwilling to make the adjustment and told me that they had a right to first apply the payment toward the fees, rather than the mortgage. After more discussion, they found the discrepancy and assured me they would correct the billing but that it would take 7-10 business days to resolve the situation. As such, I waited to check until XXXX when I was making my next payment for the payment due on XXXX and noticed that the issue had still not been resolved. I contacted the company again, and they determined that the problem was that they had credited a partial payment entirely toward principle rather than crediting the payment as a mortgage payment and they had put the remainder toward fees. I was again assured that the issue would be corrected and I was informed that part of the problem was that I was paying early and that I should wait until the XXXX of the month to pay. I was also advised not to pay the mortgage for XXXX until XXXX. On XXXX XXXX I received my next statement in the mail that now said I owed 2 months worth of mortgage and I was charged a late fee for XXXX even though I had made the XXXX payment on XXXX. I went online to check the status since the paper statements are sometimes outdated and found that the online account reflected the same thing. I called the company again and was informed that there was a request to make the correction that was still pending. The rep stated she would check my account the next day to see if the correction had been made and that if it had still not gone through, she would correct it herself and call me the following morning. She never called. On XXXX XXXX, I again called the company and explained the entire situation. After speaking to a manager, who told me this was my fault for making partial payments ( I never made any partial payments ), she informed me she would fix the account, reverse the late fees and correctly credit my account but that I would owe an extra {$76.00} on my next payment because according to her calculations, that 's how much extra I owed for paying my bill incorrectly. I was incredibly frustrated but just gave up and agreed to pay the extra {$76.00} just to have this situation corrected. She also told me to wait and give the corrections a few days to go through and them make the XXXX payment. I went in today ( XXXX/XXXX/15 ) to make the payment and found that nothing has been corrected and in addition, they have reported my account as " late '' on my credit report. So, as a result of me paying my mortgage early, I have been charged late fees, my payments have been incorrectly applied to make it look like my account is a month behind, and rather than getting a break in interest, their accounting system has set it up so that I now owe a full extra payment. Statements are attached - the statement dated XXXX XXXX, 2015 is where the discrepancies start ( XXXX_2015_Seterus_Statement ).
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-11

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-11

Media, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-11

Cordova, TN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I got a divorce in XX/XX/XXXX. My ex-wife and I owned XXXX propertys ( a primary home and a weekend cabin ) In the divorce decree I kept the primary home and she got the cabin property and we each were given 45 days to have the other person 's name removed from the respective mortgage accounts. The property that kept was finance with XXXX XXXX XXXX at the time and the one that she kept was finance with XXXX XXXX. We were upside down in the mortgage for the property that I kept and therefore refinancing was not an option ( we could n't afford to pay and make up the difference ). But XXXX XXXX XXXX offered a XXXX XXXX XXXX program that they said I could use to assume the loan and remove her from it. I started that process immediately and filed all of the paperwork and request, etc ... When they processed it they said that they could n't approve it at that time because my name was still on the other mortgage with XXXX XXXX ( my ex-wife refused to complete her required refinance to have my name removed ). The only other option was for me to prove to XXXX XXXX XXXX that I had been making the payments by myself for at least 12 months. About 11 months later she ended up selling the other property which got my name off of it. So I contacted XXXX XXXX XXXX and started the process again. But then in the course of it they changed the servicing of my loan over the Seterus. So I started again with Seterus. But Seterus does n't offer a Qualified Loan Assumption program like XXXX XXXX XXXX does. But they told me that I could do a Loan Modification and change the terms, reduce my monthly payment, and remove her name. So I went through that process with them and made those changes. And they only required my signature to do so ( not hers ) and her name was removed from everything associate with my account with them. And I checked and double checked this with them several times to make sure. This was completed XX/XX/XXXX. In XX/XX/XXXX I was served with a petition from my ex-wife claiming that she was still on my mortgage. So I called and checked with Seterus again. And again they told me that she was no longer on my mortgage or the account, etc ... But when I asked if she was still considered to be an obligor on the account they said that yes, she it still considered to be an obligor on the original loan. So it still shows up on her credit report and if I defaulted on the loan then they would approach her about it. I have talked with Seterus numerous times to try to find some way to resolve this. Unfortunately my credit score is not good right now and I do n't qualify to refinance it. And Seterus is n't actually a lendor so they ca n't refinance it anyway. I thought that I had done the right thing over a year ago. And if my ex-wife had cooperated XX/XX/XXXX then I would have completed the Qualified Loan Assumption with XXXX XXXX XXXX and this would n't be an issue. I had not idea that that was a XXXX XXXX XXXX program only. And again, when I explained the situation to Seterus and what I needed to do they directed me to the Loan Modification and told me that my ex-wife 's name was removed from my account. And now Seterus is offering nothing in terms of working this out. My children live with me and I 'm fighting to hang on to our home. My attorney feels that if we go to court the judge will likely tell me that I have to sell the house in order to get her off of that mortgage.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-10

Houston, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Called Mortgage company several times to have my PMI removed. As of yet nobody has been able to help me but to tell me that its not to be removed till i only have % 20 of loan left to pay off there showing XXXX. I took my mortgage out in XXXX my house value was XXXX and i balance on my loan is XXXX according to my math i had reached my 78 % at which point legally should have come off.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Apple River, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Atl, GA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Cheshire, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Sent my payments back and said could n't locate account. Its the same account I 've always used. Charged me late fee and ruined my credit report so I can ' refinance. They said they would remove late fee but ca n't fix my credit raiting.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We had our mortgage sold by XXXX to Seterus, They never sent us any information about our mortgage, no statements amount owed or due dates. We called repeatedly and they would not give us any information. Finally we had an attorney call and he got us an address to start making payments to. We have no information on any charges or fees, until yesterday when we got a bill for over 8 thousand dollars due in four weeks. We called and finally a person talked to us and they told us to file for a modification, and maybe we could avoid foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-09

OH

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: When I originally took out a refinance mortgage, XXXX XXXX the underwriter for XXXX XXXX required that I pay some creditors on my credit that did not belong to me. The title company cut checks to each of these creditors. They gave me the checks, when I called the creditors to get mailing address they stated that they did not have an account for me. I explained about them being on my credit reporting and again they stated that there was no where to apply funds because they do not have an account for me. I tried for years to get some one to help me I could not afford an attorney ... .I am XXXX years old XXXX would not help me. I have asked Seterus repeatedly to prove ownership of the loan the copies of the loan docs prior to this transfer, my good faith estimate, my truth in lending document, they will not mail it ... .then stated that it would be XXXX per page ... I agreed but they never sent anything. I am receive XXXX per month, my mortgage is XXXX. I am paying for money that I never received ... .please help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Hagerstown, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Interchange Square, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Hidden Valley, NV

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Harsens Is, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Since the inception of my loan XX/XX/XXXX with XXXX and XXXX XXXX I have never had an Escrow account and I have always paid my homeowners insurance and property taxes. Just to give a little background ; I had a mortgage with XXXX since XX/XX/XXXX, effective XX/XX/XXXX the mortgage was serviced by XXXX XXXX XXXX XXXX, with no issues with the transitioning of the loan, my monthly payments of {$380.00} was due on or before the XXXX of the month without receiving additional service charges. During XX/XX/XXXX, I was informed that Seterus will be servicing my mortgage loan starting in XX/XX/XXXX. Unfortunately, since Seterus has taken over the loan, the transition has been a nightmare for me. The proper documentation ( statement of account with loan account details ) was never received. The Notice of Servicing Transfer and Welcome letter was not received, hence I was not given the proper information as to where to send my monthly mortgage payments of {$380.00}. Prior to XXXX XXXX, XXXX, I did not receive a statement from Seterus stating the amount of the loan or the transfer amount for verification purposes. Since the first notification nothing was ever received from Seterus. On XXXX XXXX, XXXX, I received a call from a Seterus representative stating that I was delinquent. I informed the representative ( XXXX ) that I was not made aware of where to send my payments, or the transfer loan amount. I further stated that I have the funds in my checking account, and the funds were transfer on XXXX XXXX, XXXX, in the amount of {$770.00} to Seterus, which represented XX/XX/XXXX and XX/XX/XXXX mortgage payment. I was charge late fees from Seterus, not due to my error but theirs for not sending out the proper documentation for me to pay my mortgage ( on recorded line, a representative stated that I was not mailed out any letters ). On XXXX XXXX, XXXX I received a Escrow Account Statement for my loan, which stated that I will be paying {$660.00}, I contacted Seterus and made them aware verbally that I am responsible for my property taxes and insurance. I was informed to send fax a letter stating those facts. I did on XXXX XXXX, XXXX and again on XXXX XXXX, XXXX, the representative further stated for me to continue to make my monthly payments of {$380.00}. I have made my monthly mortgage payments of {$380.00} and Seterus is not apply my payments and has put me in default. My credit report has been hindered, Seterus is stating that I am 31 days past due, I have spent hours on the phone with their representative stating that they are going to apply the fund properly. I have be threaten with foreclosure. Seterus needs to be evaluated with their business practices. I have lived in my house for 15 years and had no issues until Seterus has taken over my loan servicing mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Hollis, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-08

Rochdale, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: To whom it may concern, I am writing in regards to my mortgage loan being transferred to Seterus and was given less than 2 weeks noticed and now Seterus says they can not inform me of any information regarding my account. I received a letter from XXXX on XXXX XXXX telling me that my loan will be serviced by Seterus on XXXX XXXX. Today is XXXX XXXX and I called Seterus and was told that they could n't give me any information regarding my loan. They said that they have over a XXXX clients and that they were still working on my loan. When I attempted to ask a question, the representative said " not to speak over him and to let him talk. '' At that point, I asked to speak to a manager. When I asked to speak to a manager, I was told that the wait would be extensive. So, I asked " what is an extensive wait time. '' The representative said it would be 10 to 15 minutes, so I told the representative that I would wait. The representatives put me on hold and came back on the phone and said, the manager will not be able to give me any information about my loan so I do n't need to wait because I just have to wait for my welcome packed in the mail. Now these are my questions, how come the Seterus could n't give me any information about my account when I was told by XXXX that all my questions or concerns would be answered by Seterus since my loan was transferred over. How come the Rep was so rude and could n't get me a manager on the phone and tell me anything about my account, how much I owed, when was my next payment. This sounds very fishy and I do n't want my loan account with Seterus. The reason why this is important is because I am in the midst of selling my apt and have a potential selling date by XXXX XXXX and have an additional fee that I owe for the sell of the apt that will be paid at the time of the closing and I do n't want to see surprising fees from Seterus. I need to know what my payments are now so that there are no surprises at the time of the closing. As a consumer, if my loan is transferred to Seterus, Seterus should have all the information ready for me when I called and not give me the run around and then say a manager is not available and that they can not access my loan information. Right now this is frustrating as I need this information. What are my rights as a consumer in regards to getting this information without having to wait for a welcome packets from Seterus. My other question is, " why is did XXXX Bank transfer my loan to a new company and I have no say about the transfer. Why did XXXX Bank wait less than 2 weeks to inform me about this transfer. '' My account number with Seterus is XXXX and their phone number is XXXX. My loan number with XXXX Bank was XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response