Seterus, Inc.

2015-09-27

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Seterus failed to pay my property taxes from my escrow account. My property went to auction.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-27

Coconut Creek, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, 2015, XXXX, a representative from Seterus in the XXXX office, my mortgage servicer, called me and told me by phone that my current interest rate of 2.5 % was being locked in for the life of the loan. This is what I had been asking for since I informed Seterus that I would not be able to make the payments due to excessive medical expenses for myself and my wife. Myself and my wife are senior citizens on a fixed income and I had been calling and sending letters consistently for the past six plus months trying to make a payment arrangement with Seterus. After speaking with XXXX and knowing that Seterus does not often send written confirmation, I myself sent a letter to XXXX XXXX ( the loss mitigation representative I had previously been communicating with ) in the XXXX XXXX office to document our conversation, to thank her, and confirming the payment amount. About one week later, I received another call from XXXX ( did not identify themself ) confirming the payment arrangement. I was then told that written confirmation would come with my XX/XX/XXXX payment coupon. This was incorrect in as much as the XX/XX/XXXX coupon showed the increase in interest rate. In speaking with XXXX XXXX, one of the supervisors at the XXXX office, he claims that I did not complete my paperwork and that everything was put on hold. I did not complete the paperwork because I was told I was approved and l locked in for the interest rate. I was not informed that I had to turn in any additional paperwork when I was verbally informed of the locked in interest rate of 2.5 %. XXXX told me that because I did not submit the paperwork that the fixed interest rate was canceled. He told me to turn in the financial documents and send them to XXXX office which I am doing.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-26

Palos Park, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-26

Orlando, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-26

Anaheim, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I 'd like to file a complaint against my mortgage loan servicer Seterus , Inc . I 've tried ( twice already ) to apply for a loan modification program through the 'Keep Your Home California '' Program to no avail. Basically, they refuse to even talk to me because my late husband XXXX XXXX, who passed away in XXXX 2013, was the borrower not me. They do not recognize the Living Trust document which was prepared by my husband making me the executor of the estate. I am also on the Grand Deed as a co-owner of the property. I sent a letter to the President of the company but received no reply. I am a widow living on Survivor 's Benefits and have a problem to pay all of my bills. My loan payments are up to date but I need help to keep my home.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-26

Blountsville, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I fell behind on making Seterus mortgage payment. I made arrangements to add additional money to my monthly payments. I noticed additional fees. I expected late charges but was billed for such things as inspections, title searches, etc. I called to find out my all my extra payments were going to a " suspense '' account and not the arrearage, and to determine the remaining arrearage. I have paid in excess of {$200.00} over the balance they stated as evidenced by online banking however my arrearage is not closed and no one at Seterus can provide me answers. I 've asked for a breakdown as to how they have applied the payments numerous times and still have not received anything. I would think the " suspense '' account would be illegal. I pay in extra money expecting it to go against the arrearage, It sits in this mysterious account earning Seterus interest and not being applied toward my account until it reaches the normal monthly payment. I want to review the extra fees and how my money was applied and all I get is ignored.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-26

Alexandria, VA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Me and my wife have a mortgage with XXXX, this organization choses Seterus Inc. to collect the monthly mortgage on its behalf. After I have lost my job for about a year, I was going to lose my house. Thank XXXX I found a new job back to XXXX last year and I started making payment to Seterus until I saved my home from foreclosure. Seterus had me and my wife signed a new agreement by taking us from 2 % interest to 4.5 % rate. We have accepted. However, We got surprised that from {$2300.00} per month, only {$230.00} was applied to the principal and it is been going this way from XX/XX/XXXX until now. The principal was {$380000.00} jumped to {$390000.00}, and after 9 months of payment on time, the principal is {$380000.00}??? We are working hard me and my wife trying to save our home, but the way Seterus is acting toward our situation is not helpful and needs to be adjusted. Since XX/XX/XXXX we have paid toward {$410000.00} the amount of {$250000.00} and we still showing {$380000.00} as the principal of the loan??? Please we need help, what should we do? Thank you. XXXX & XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Shiloh, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Atl, GA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Mill Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Gastonia, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Key Biscayne, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My Mortgage is handle by Seterus Inc. On XXXX 2014 I was granted a chapter XXXX bankruptcy by the court, the mortgage was not included on the bankruptcy, I never missed a payment and I kept paying the mortgage for all the past 10 months, I spoke with Seterus on tow occasions and ask them to please keep sending the monthly statement and they refuse to do so, also need to get access to my account online, I send a certified letter ( see attached ) and they refuse to keep me inform about my mortgage status, so please help me solve this situation, Seterus in a very arrogant way refuses to send the monthly statements and I do n't know what else to do, they even at first refuse to talk to me on the phone and I stated that I understand that the original lien is still accepted by me. Thank you in advanceXXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-24

Atlantic City, NJ

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-24

City Ranch, CA

Credit decision / Underwriting

Mortgage: Other mortgage

Complaint: After being fully discharged from a Chapter XXXX bankruptcy, and XXXX loan representatives signing legal documents that the debt had been cured, Seterus, Inc. has failed to fully discharge the account, complete " cram down '' and issue me a Full Reconveyance. I was only made aware of this lien when I ran a credit check listing Seterus , Inc. as a stakeholder. I question the legalities of all practices, I have provided the company with formal dispute and court documentation which they have failed to comply with. I have been given conflicting information from, rude and ill trained representatives. I have been assured several times over that an " expert '' whom I have XXXX access/communication with is working on my case. I have been hung up on or disconnected after hours of being on hold, only to speak with a representative of a department that I did n't even ask for. I do n't understand why a company like this is still able to practice and take advantage of people who are already consumed by other financial issues.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-24

Urbandale, IA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have been paying my mortgage on time, but Seterus has diverted the funds to cover a non existent escrow account. I am now getting late fees and notices of intent to foreclose, as well as threaten legal fees. These guys are crooks
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-24

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On or around the XXXX 2015 my mortgage company Seterus advised me that my payment for XXXX had been returned for insufficient funds. I contacted my credit union and they confirmed the payment was paid and not returned. Seterus advised me to fax a copy of my bank statement to show this, which I did. They then advised it would take 30 days for them to do research. I called each week to check the status and continued to make my monthly payment. Each time I called they also advised me that they were reporting negatively to the credit agencies and would reverse it pending research results. I continued to wait and called them back on/around XX/XX/2015. They then advised they made a mistake and it was n't the XXXX payment that was missing, but was the payment from XXXX. This would be six months later. I shared my disappointment with them. How could a company wait six months to say they are missing a payment? I was then advised I needed to send my XXXX statement, which I did and I still have no resolution to the issue. They now tell me it will be another 30 days which would be 7 months since they claim I missed a payment. Some reps at Seterus say they are reporting negatively to the credit agencies and others have said they are not. The rep I spoke to last advised she could n't even confirm if the XXXX bank statement I faxed had been received. So I guess I have to assume that it has. Each time I call I get different information. The handling of this situation seems too unethical and unfair to me as their customer. I 've made my payment each month. I 've given them the proof they need to show that and they still have not resolved the issue. It is also ridiculous to me that a regulated financial company would not realize they were missing a payment until 5 months later-which in reality I paid. The service I 've received has been horrible and the different information on every call does not lead me to believe they will ever solve this issue and I will have no other recourse, but to hire an attorney and spend money to show I 've already paid them. I do n't feel like I should have to make my payment twice because they have poor book keeping. I need help please.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Plainfield, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Newnan, GA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: I have started this process in XXXX XXXX and as I write this letter there has not been any resolution. My husband passed in XXXX of XXXX. He tried for a modification and he died before any resolution. So, I lost my job in XXXX XXXX, and been trying to keep up, but found it difficult and started the process XXXX of XXXX of modification and assumption which customer service representative stated I could apply for, and I find myself hitting the same brick walls.. In fact, today I received a letter from the mortgage company threatening to foreclose on my property ( demanding all monies due on the home ). Although, the customer service representatives are telling me and have been saying that I am applying for modification, not to worry. Every time I have called there has been a problem with what was sent, even though it is actually what was asked. In the beginning I did not call on a regular basis because I thought that the mortgage company was working on my file. The customer service representatives told me it could take a couple of months. But as time progressed I became concerned and begin to call and found out that no one was working on my file because the documents I sent had expired. One particular incident stands out to me :. So when I called to get an update, the customer service agent I spoke to this time stated that my P & L was not signed, so this is why no one has looked at your file.I was told that my P & L statement was n't accepted because I did not sign and date it. I had called at least XXXX times prior and no on ever told me that this was a problem. In fact, I had to send another P & L because customer service stated the last one was outdated and still no one stated that I needed to sign and date. Are you kidding me!!! And this has been the story until today. I am attaching a portion of the correspondence that has been sent to me during the process of apply for an modification. I think my documents should be reviewed in a timely manner and someone assigned to my account should send me an update on a weekly basis.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-23

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I purchase my homeowner 's insurance since XX/XX/XXXX. I received a notice of escrow account statement on or about XXXX XXXX, XXXX although it was dated XXXX XXXX, XXXX. In the statement it shows that I will be charged {$5700.00} for HAZARD INS. I have my own hazard insurance with XXXX XXXX XXXX XXXX of Florida. The cost of my homeowner insurance is {$980.00} and it is paid for until next year XXXX/XXXX/XXXX. I tried to call Seterus since the notice. I have called XXXX many times. I was not able to speak with a live person. I left messages to call back. There was no call back. This forced placed insurance will be a double insurance on my house.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-22

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Groveland, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Wonder Lake, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Portland, OR

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Nashville, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This is my third complaint against Seterus, a mortgage company. In XXXX 2015 my XXXX mortgage account was transferred to Seterus " in arrears '' with " funds held in suspense ''. In XX/XX/XXXX XXXX finally admitted in a letter to me and to Seterus that this was their mistake, not mine. My XX/XX/XXXX payment had been misapplied. The attached letter from XXXX received in XX/XX/XXXX further clarifies that my account was current when transferred to Seterus. All mortgage payments to Seterus since XX/XX/XXXX have been made on time or early. After three months since XX/XX/XXXX explained to Seterus that my account was never delinquent, Seterus has failed to acknowledge this, and is still billing me for past due payments! Seterus is a TERRIBLE and INCOMPETENT company. I have never been given a case-worker as I was by XXXX. I have been treated disrespectfully by Seterus phone representatives. I have spent hours making phone calls, writing letters, sending faxes and emails with copies of checks documenting my on-time payments since XX/XX/XXXX! I demand that Seterus bring my account to " current '' status, and repair all damage to my credit rating!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-21

TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I am XXXX XXXX at XXXX Texas XXXX. I financed my house on XX/XX/XXXX. I had no issues with my loanwhen it was being serviced by XXXX from XXXX to XXXX. I hadelected to defer my taxes, which is allowed in Texas for over XXXXhomeowners. To prepare for the deferment I had put down XXXX percent. The loan was subsequently transferred to XXXX XXXX for one year. In XXXX they transferred the servicing to Seterus. Suddenly, I was informed that I owed a deficiency of {$26000.00}, the amount thatI had deferred over the years, which they later adjusted to {$34000.00}. The new payment would be {$5200.00} per month. This is wrong, I didwhat I was supposed to do regarding the initial structure of my loanand deferred taxes. This has affected my overall credit score and theyhave stated that I am late. My mortgage broker is trying to help mewith the documentation. I think that this is illegal on the part of Seterus to demand that I suddenly require that I pay all of my legally deferred taxes. I cannotafford the payment that they are asking for and now because of thisdilemma I can not refinance out of their loan, I need help as soon aspossible. They will not speak to me regarding revising their position onthe deferment. They have also stated that I amlate on the XXXX payment, which I made on time. I am fearful ofloosing my house over something that is allowable. I never had problemsbefore this. My Contact information is XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response