Seterus, Inc.

2015-10-27

Fort Russell, IL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, 2015 I made a payment for my home loan to XXXX Mortgage in the amount of {$1300.00} for the months of XXXX 2015 bringing my home loan current. On XXXX XXXX ,2015 my loan was sold to Seterus. I made XXXX payment to Seretus in the amount of {$700.00}, which was received, and cashed. I received foreclosure letters from Seretus, resulting in me making a phone call into customer service on XXXX XXXX XXXX. The customer service rep stated he could see that I made my payment to XXXX bringing my home loan current, BUT they applied my payment incorrectly to the principal. Which then leaves an additional {$240.00} that I have to pay to Seretus. He stated even though they know its incorrect they can not change it on their end due to the fact it 's how the loan was sold to them? I stated so I have to pay an additional {$240.00} that I do not owe, and their answer was yes. I have receipts for the payments made to XXXX, and Seretus. How can they legally do this? I am a single parent, and it will be hard for me to come up with an additional {$240.00}. Seretus stated if I do not pay this amount to them, then they will move forward with foreclosure proceedings? The payment I made for XXXX of {$700.00} is being held in a suspense account ( {$500.00} ) until the additional is received. So this is showing XXXX payment has not been received. The Seretus rep was very rude, stating he do n't see why I can not just pay the amount if I want to stay in my home. I also asked if I could pay an additional {$50.00} a month on top of my monthly payment of {$690.00}, and was told no I dont qualify for a repayment plan ( even though I do n't owe them in money )!! This has been a horrible experience with them from the start! If they are capable of doing this, then I am scared to see what else they may get away with. I have been in my home for 16 years, and have plans to stay!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Mcdonough, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Unreasonable delays ; long waits on every phone call. Generally, I wait for over XXXX minutes to speak to someone. No one point of contact is assigned and they fail to review the file and update the requests. Repeated ask for things they have and request things that are not relevant to the process.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Coalinga, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Seterus has been dragging out our 'deed in lieu ' proceedings for over a year, now ( XX/XX/XXXX-XX/XX/XXXX ). it is now XX/XX/XXXX. We were unable to keep up with our mortgage due to unscrupulous renters and our overwhelming medical bills. Seterus advised us that 'deed in lieu ' was the best option for us. But since then, they have repeatedly 'lost ' papers/docs and ask us to resubmit. Then, because of these suspicious or even manufactured delays, other docs expired and those had to be resubmitted. This, as far as I can remember, was all done by phone. I 'm not sure about there being a paper trail of this game. Now, Seterus has called and said they have lost the entire file and we must resubmit everything for them to be able to proceed. Please help us and stop Seterus from any more games or unscrupulous banking practices. I 'm sure they are violating some Federal guidelines or banking ethics or protocols. Please help. They have now bought an insurance policy on the rental and are billing us for it. This expiration of the policy we had on it was also due to their delays. XXXX and XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, Calif., XXXXe-mail : XXXXXXXXXXXX phone : XXXX : " Home '' below means the rental prop'ty not the home we live in. " Concerns '' over losing it means the manner in which we are losing it.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Tucson, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Rochdale, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I AM A SENIOR CITIZEN AND HAVE BEEN TRYING TO SELL MY HOUSE THROUGH A SHORT SALE WITH MY LENDER, XXXX BANK XX/XX/XXXX. I HAVE HAD NUMEROUS OFFERS, APPRAISALS AND COUNTER OFFERS AND STILL CAN NOT GET MY PROPERTY SOLD. THERE IS AN OFFER THAT HAS BEEN UNDER REVIEW WITH MY LENDER SINCE LAST YEAR AND A FEW DAYS AGO I RECEIVED A MOTION FROM MY LENDER 'S ATTORNEY REQUESTING THE COURT 'S ASSISTANCE IN RESTORING THE FORECLOSURE ACTION TO THE CALENDAR. THE FILE WAS SERVICE RELEASE TO XXXX LOAN SERVICING AND WHILE THE REVIEW PROCESS WAS STILL ONGOING, THE FILE WAS SERVICE RELEASED TO SETERUS. THE CURRENT OFFER TO MY KNOWLEDGE IS UNDER REVIEW WITH XXXX SETERUS. SO WHAT I DO NOT UNDERSTAND IS HOW CAN THE BANK AND THEIR ATTORNEY PROCEED WITH FORECLOSURE WITHOUT A DENIAL OF THE CURRENT OFFER? MY REALTOR 'S OFFICE INFORMED ME THAT XX/XX/XXXX, A REPRESENTATIVE FROM THE SETERUS CONTACTED HIS OFFICE TO INFORM HIM THAT THERE WERE DOCUMENTS MISSING BUT THE DOCUMENTS THAT THEY STATED WERE MISSING WERE EMAILED TO THE NEGOTIATOR, XX/XX/XXXX AND AS OF TODAY 'S DATE, THERE HAS BEEN NO RESPONSE FROM HER. I REALLY DO NOT UNDERSTAND THIS PROCESS AS THE BUYER DID NOT CHANGE THEIR MIND ON PURCHASING THE HOUSE AND HAVE BEEN PATIENTLY WAITING FOR THE BANK TO ISSUE AN APPROVAL WHICH STILL HAS NOT BE DONE. THE MOST TROUBLING PART OF THIS SHORT SALE PROCESS IS THAT IT HAS BEEN ONGOING FOR MORE THAN 3 YEARS WITH NO RESOLUTION INSIGHT. MY AGENT HAS ALREADY SENT A COPY OF THE SHORT SALE DOCUMENTS TO THE BANK AND THEIR ATTORNEY SO I REALLY DO NOT UNDERSTAND WHY THEY ARE TRYING TO PROCEED WITH THE FORECLOSURE.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

Soquel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-26

Balmville, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

West Harrison, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-26

San Francisco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mom has passed away and I am just trying to make payments for the house that is now under my dad 's name while it is waiting for a closing date. I have made payments on the account previously but as soon as I told them we are closing in few months, and is XXXX month behind on payment, they are just hanging up on me making it impossible for me to make any sort of payment. I know that in state of Virginia, mortgage companies can foreclose the house in 90 days. We have significant equity in the house so I do not want to preassume anything but this situation makes it seem like Seterus Inc is trying to prevent us from making payment so they can foreclose our property. They are keep telling me the information is wrong even though I am providing them with same information I have been telling them for months. All of the sudden, the information is incorrect as soon as I told them we are under contract and need to make 1 month of payment so that our house is prevented from going under foreclosure. Also, I now have to pay a late charge because they were not allowing me to make any payments before the pay period I was responsible for late charge.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

Newark, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: TO WHOM IT MAY CONCERNNOTICE OF ERRORACCOUNT # XXXXADDRESS : XXXX XXXX XXXX, XXXX NJ XXXXI am contacting CFPB with a Notice of Error committed by Seterus the servicer of my mortgage loan account. This inquiry for clarification or documentation as a notice of a billing error, including correcting the account in accordance with XXXX ( XXXX ). Please be advised that the following errors are contained in the XXXX XXXX, 2015 Account Statement issued by Seterus. ( Atttached ) The first error - Amount Due is incorrect. The sum of {$2800.00} is in excess of the agreed upon monthly payment amount of {$1300.00}. According to the modification offer it includes principal, interest and escrow of {$540.00}. To date, I have made the following timely payments : -XXXX, 2015 check in the amount of $ XXXX-XXXX, 2015 bank check in the amount of {$1200.00} ( Seterus billing amount due ) The payments were made timely, for the required amount. Unfortunately, the periodic monthly statement does not reflect the agreed upon amount due. The second error in the periodic monthly statement dated XXXX XXXX, 2015 is -- Legal expenses of $ XXXXXXXXI dispute this amount because public records indicate that XXXX foreclosure fees paid to its counsel are not in excess of {$1500.00}. I think Seterus has marked up the legal fees. The third error on the XXXX XXXX, 2015 monthly statement is : -Appraisal Expense of {$15.00} dated XXXX XXXX, 2015- Legal Expense of {$50.00}, dated XXXX XXXX, 2015-Legal expense of {$8.00}, dated XXXX XXXX, 2015Please note that we have been paying timely for over six months and the foreclosure was dismissed by the court. Therefore no appraisal or attorney fees should be charged to our account. Please correct these errors and issue an accurate periodic statement from this point forward. Thank you. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-25

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: From a letter to you on XXXX XXXX, 2015, stating that I was waiting on a loan modification and was three months behind on my mortgage. The XXXX XXXX XXXX will pay these payments. I faxed paper work to Seterus, Inc., on XXXX XXXX, 2015. They gave me an email confirmation but it has been 25 days and this paper work has not been returned to me. Once I brought CFPB in to make an inquiry I felt this company would try to mess me around. The last time I talked with Seterus on the phone they wanted me to comment on a bank statement I sent to them some time ago. They asked for a bank statement and XXXX Awards letter. They did not state that I should comment on any of the documents sent to them.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-24

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage services seterus made a mistake with my county tax escrow account. I received the letter saying my regular payment was gona go from XXXX to XXXX in XXXX. I immediately called and corrected there county tax info they did another escrow analysis. the new payment actually was now XXXX for XXXX.. They refuse to change my payment and say if you do n't pay the amount they will foreclose.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Charles A Hayes, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage has been sold 3 times in the last 5 years. I started with XXXX XXXX XXXX Back, then I was sold to XXXX in the middle of my modification. As of XXXX 2015 XXXX sold me to Seterus. I had to call to get my Welcome package, my monthly bills change and are never the same amount. I have been told my escrow account was short from {$300.00} to {$75.00} and the latest amount of XXXX I paid and it was posted to the principal instead of the escrow. They have misposted my payments on a regular basis. I have been threatened with foreclosure for being a month late which I was not. I have spoken to XXXX different people including XXXX XXXX a manager who was rude and no one can explain why I owe money that I have already paid? I was paying the modification amount of {$1100.00}, then it changed to {$1000.00} now they say I owe {$1000.00} which includes the {$140.00} escrow shortage I already paid. I need help this company is very crooked.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Haledon, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: My name is XXXX XXXX XXXX ; and I will try to summarize the unfortunate set of circumstances that caused me to default on my mortgage payments. I have always worked hard to keep my financial obligations in good standing but unfortunately due to a change in my financial circumstances and the simple fact I am a XXXX year old retired female, I have fallen behind on my mortgage payments. The husband, XXXX XXXX, is XXXX years old and doing odd plumbing jobs here and there to help keep the family and monthly bills afloat. For months we have lived out of our reserves so we would n't default on our payments, but eventually, our savings have depleted and as a result of the circumstances, we got to the point where I was unable to comply with my financial obligations. Furthermore, as of next month our monthly payment will go from {$1200.00} to {$1700.00} due to the fact we had an INTEREST ONLY LOAN. At this point of our lives we just want to stabilize a fixed rate on our monthly payments so we can plan our last retired years accordingly. I inquired about financial assistance with the lender, Seterus and submitted all my financial information to them. I was just advised that due to the fact I was only XXXX month behind on my mortgage payment I will not be able to retain any workout assistance. I 'm not quite sure exactly how this works but I find it a bit disturbing that if I need assistance yet I ; m doing everything possible to not fall so behind on my mortgage payments I do not qualify for assistance. Does any other information not be taken into consideration? My age? The terms of my loan, like the fact that I am retired and paying on an INTEREST ONLY loan? Yet we have XXXX something years old whom are XXXX healthy and able to work yet have n't paid their home in over 6 years, those we help and modify. With a lower fixed interest rate I believe that me and my husband can plan accordingly and make our payment happen. Along with this letter I am submitting all of our financial information to show proof of the income in our household. Furthermore, I would really hate to lose the opportunity to be eligible for this great program in which I believe I am a perfect candidate for since I am right around the margin of XXXX % debt to income ration to qualify for this outstanding program. Seterus has not been the easiest to work with and I feel like the lender is not doing all they can do to help me find a better resolution to my current situation. All I want is to be able to keep our HOME ; I would really appreciate if you can help me to get my file properly reviewed so my loan could be modified to a level that is affordable for me now and sustainable over the long term. I thank you in advance for your kind consideration of my situation. I hope you will be able to assist me in my goal of retaining my home and help me find someone who will take my file seriously. I know that Lenders with the reinforcement of the government can help people like me find a solution and be able to stay and keep their homes. A house is the largest investment that a person can have and it also represents his/her stability.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-22

Lynn, MA

Incorrect information on credit report

Credit reporting:

Account terms
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-22

Dania, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-22

Canton, MI

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-22

Oxford, GA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Trying to get an updated payoff from Sterus on my home loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-21

Miami, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-21

Ft Lauderdale, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I had my mortgage with XXXX XXXX XXXX. In XX/XX/XXXX, XXXX XXXX XXXX sold my mortgage to Seterus. I had no prior notification from Seterus about my loan is being transferred. I ca n't make my XX/XX/XXXX payment on the due date because I have no information where to make my payments. I wanted to verify my ending balance with XXXX XXXX XXXX but all of my prior information, including my prior monthly statements are all gone. I was finally able to sign up an online account with Seterus and got a copy of my initial statement. But there is no way I can verify the beginning balances with Seterus are correct. And I realize that they had charged me {$250.00} legal fee to my account. I dont believe its fair for me to pay for any legal expenses on sales transactions between XXXX XXXX XXXX and Seterus. When I called Seterus to complaint, they refuse to refund this {$250.00} legal fee. Instead they gave me a PO box address and told me to write a letter to that address. This is completely unacceptable.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Mesa, AZ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Raleigh, NC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Colo Spgs, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced under the Home Affor. Act several years ago w/Seterus. My payment later went from XXXX to XXXX ( temporarily to catch my escrow up ). That was several years ago. Now, they 're raising it again to XXXX, even though I have a fixed rate.
Company Response: Closed with explanation

Disputed: No Timely Response