Seterus, Inc.

2015-08-19

Chestnut, NJ

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-19

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My account was transferred to another service provider, Seterus, effective XXXX 2015. These five months have been a nightmare from the very beginning. Almost immediately, Seterus sent a letter that I owe almost {$3000.00} and for " my convenience '' they would spread the payment over two years. When I called, representatives said they could not talk with me because I was in foreclosure and bankruptcy and they could only speak with my attorney ( I have never filed for bankruptcy in my life ). Seterus next claimed I owe money for negative escrow account although the bank that transferred the loan paid all taxes and insurance and reported a positive escrow balance. I called to make payment arrangements when my tenant moved until I obtained another tenant, and was encouraged to apply for forbearance ( which I did ). Shortly after, I started receiving threating and intimidating phone calls. I was told forbearance was denied ( although to this day, I have never received anything in writing ). I made arrangements for stagnated payments through my checking account. On or around XXXX XXXX, 2015 after XXXX payments had been made and a third was scheduled for XXXX XXXX which would bring the account current ( owing for XXXX ), I received threatening and intimidating call and the representative threatened that I was still in foreclosure and had to pay all the money owed. I requested to speak with a manager who also was very verbally aggressive and intimidating threating foreclosure and said the balance would be withdrawn at the end of XXXX from the account on file. I told her it was illegal to take funds unauthorized and told her to cancel the last scheduled payment for XXXX XXXX, 2015. I cancelled the authorization verbally, by e-mail, regular mail and fax. Payment was still processed and when I tried to resolve the matter with Seterus as my bank suggested, I was told I must give them a letter from the bank saying that I gave Seterus authorization to take the funds.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-19

Ft Myers, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I recently refinanced my mortgage through XXXX XXXX. That part was a great experience. After 3 mos, they transferred the servicing to Seterus, Inc. WHAT A NIGHTMARE IT HAS BEEN EVER SINCE!!! First, they unnecessarily, without my knowledge, added flood insurance to my loan causing my payment to increase. Let me emphasize, WITHOUT MY KNOWLEDGE. I only found out about the added insurance when I received my annual escrow analysis. When I contacted them, to have the insurance removed, as I pay for flood insurance through my XXXX, they made me jump through hoops, but I finally got it removed. Seterus still required me to pay the increased monthly payment for 2 months and I have not seen that money returned in any way. Secondly, I have never been late on a payment. As a matter of fact, I pay, through my banks automatic bill pay, on the XXXX of the month, for the payment due the subsequent month on the XXXX, just to make sure it gets to them on time. Since the Insurance fiasco, they have, for the past 2 months, sent me letters, along with phone calls that I am late! I have sent them proof of payment from my bank. In addition, I have been on the phone with them at least XXXX times regarding this situation. The last time I was told by the representative that she has not idea why they keep contacting me as she saw all my payments and told me that a " ticket '' has been open for several weeks to correct the problem and " was n't sure why it has n't been corrected ''. I am at witts end with this organization. It appears that one hand does n't know what the other is doing. I can assure you, I am not alone. Just XXXX Seterus and read about the complaints! Please I need your help!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

Viola, KS

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

Merced, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-18

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Setereus took over servicing my mortgage from XXXX on XX/XX/2014. I was in arrears, its was a rental, had to evict tenant again, do n't make nearly the money I used too. Decided to sell instead of renting again. Took XXXX mos to get a contract. Throughout Seterus kept telling me the principal balance was {$52000.00}. I based sales price on this. Had received several offers of $ XXXX & $ XXXX. Seterus was willing to accept, but I was n't. Requested payoff figure, knew it would be a little more. It was {$5400.00} more, finally amount was {$5600.00} more. Almost could not close because the payoff figure was so high and still needed to pay real estate commission. I wrote Seterus as they instructed, also called once per week. Had XXXX questions, never answered. And had to pay extra taxes because Seterus refused to deduct it from their payoff figure ; taxes were paid by closing attorney which is standard in real estate closings.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-17

Westfield Ctr, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-17

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been trying to apply for a modification for over XXXX months. I ran in to some hard times with my job, but things were improving and I wanted to try to modify my mortgage and keep my home. My attorney 's office was helping me with this process and called on a weekly basis to make sure all documents needed were received and to follow the progress of the process. At XXXX point they were told I was all but approved, Seterus was just waiting for the figures of what my trial payments were going to be to come back from XXXX. It turns out the person at Seterus who was handling my file was no longer with the company so my file sat on her desk for a month or more after XXXX approval, so in their system it appeared that I never " accepted '' the modification offer so Seterus had to " resubmit '' my modification file. All of this took over XXXX months, and in the meantime my house was set to go up for foreclosure auction. This was a scary time for me, and I did n't know if I should call movers to get my belongings or wait for Seterus to work my file. The sale date ended up being put off at the last minute, literally the day before my house was supposed to sell. My file has since been resubmitted for modification review and approval. My attorney 's office is trying to get the figures that Seterus is using to see if I would be approved or denied and Seterus ca n't ( or wo n't ) provide that information. I will send in a copy of a letter they submitted to Seterus that will give you more details on how Seterus has failed at properly servicing me as a client. They have taken a process that they said should take XXXX days, and made it take more than XXXX months - and it still is n't resolved. I want to be able to keep my home, and am willing to discuss modification or repayment plans, but any time we call we only get people who are customer service rep types, and not anyone who can actually discuss anything further than reading notes from their system. I would like for myself or my attorney to actually be able to speak with someone who can assist with my account, and helping me get a modification so I can begin repaying my mortgage payments and keep my home. Please help me if you can.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-17

Tulsa, OK

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My wife XXXX XXXX XXXX sold, closed and funded a home which we previously owned at XXXX XXXX XXXX, XXXX, Texas XXXX. The home had been financed by Seterus Mortgage, loan number XXXX, and the loan was paid in full on that date and all proceeds paid over to us over and above the sale price to the new owners. From XXXX XXXX, XXXX to today 's date, XXXX XXXX, XXXX, Seterus has not removed the item from our credit report, showing paid in full.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-17

WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Seterus is the loan servicing company for our mortgage. I understand they could not send up monthly mortgage statements during the time we were in Chapter XXXX. Which XXXX because we made all payments for 5 years during that period and have no proof they were received or applied to our mortgage. Since being out of Chapter XXXX we have requested multiple times to have statements sent and was told that they do not send statements it is only a courtesy for them to send them out. They do not have to send them is what I have been told. they have also added additional fees to the monthly payment for something that has never been disclosed to us. if the terms of the loan are adjusted should all parties be notified of the reasoning???? We do not know if over {$60000.00} in mortgage payments have went to anything anywhere because Seterus refuses to send out mortgage statements. Also seterus forced us to pay for additional home owners insurance during those 5 years. every time they requested a copy of our home owners insurance i faxed it to them promptly.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-16

Grosse Ile, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage has been with Seterus for a number of years ; I did n't " chose '' them -- they took over an existing loan. I have had minor problems with them in the past but recently they did not send me my bill until shortly before it was due. As a result, I neglected to make a payment until the last minute ( not intentional -- I was just used to receiving the bills well in advance of the due date ). In XXXX instances, I tried to make the payment online but was unable to do so due to technical issues with their site. When I called in, they let me make a payment over the phone but charged me extra. Even though I complained about this the first time, it happened again with respect to the bill due in XXXX. When I called in, they let me make the payment over the phone but insisted that I pay the surcharge. When I complained they said they would drop the surcharge from {$10.00} to {$5.00} XXXX which is what the website would have charged XXXX but, infact, they charged me {$10.00}. So, my complaint is regarding their negligece, their tardiness, the difficulty of using their website, their inconsistency, and the fact that they did not do what they said they would with respect to the surcharge. I think they are incompetent and are gouging me. Loan number is XXXX, Their phone is XXXX. Fax is XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-16

Shalimar, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX 2015 I changed insurance co. I sent the refund I received from the old insurance co. to seterus. It should have been applied to my escrow, but was applied to the principle instead. I made my XXXX payment and for some reason that payment was put in suspense. My payments each month have all been jacked up ever since. I have called seterus I do n't know how many times trying to get this straightened out. I was told by more than one representative that they could see some crazy things going on and that I needed to send a letter to their correspondence department. On XX/XX/XXXX,2015, I sent a letter along with all statements that they have been sending me, a copy of my bank account showing where the payments were taken out of my bank and a copy of the newest ammitorization sheet ( which shows I might add that I have a surplus in my escrow account and am owed a refund of approximately {$1700.00}. ) All I have heard back from them was that they received my packet and were going to examine it. I am also set up for auto-pay in their system and since they have an issue with some of my payments being placed in suspense, the auto-pay is not taking my payments out. I was told by several different representatives that they would waive any late charges and the charges for paying by phone, since it was not my fault that auto-pay was not working. I have made each months payments and am not behind or late on any payments, plus they owe me a refund. Meanwhile I 've been receiving phone calls from them wanting payments that I have already made. I have documentation to prove all this, but it is in paper form and I would have to copy it and send it to you by mail.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-16

Hinsdale, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter saying my house was going into forclosure even though im up to date with payments.they say when I received a loan modification years ago I missed a payment.i did n't even have this company back then, my loan was sold to them months ago, and its been a nightmare since the beginning.they keep losing my payments or put it in unapplied funds.what can I do?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-15

Smyrna, SC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I purchased my home with veterans home loan XXXX XXXX at 6.7 % for XXXX. XXXX XXXX and XXXX XXXX XXXX handed it over to Seterus formerly known as XXXX XXXX. I began having trouble keeping up and went through the forebearance process. My last timely payment was at some time in XXXX. I requested a modification in XXXX. It was granted and I was paying on time XXXX at 6.7 %. XXXX months later Seterus Mortgage increased my monthly payments to XXXX per month. I could not afford to continue payments. Since XXXX XXXX I have been trying to get a modification loan at a lower rate.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

Worcester, MA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

Astoria, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-14

Fountainville, PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My client wanted to proceed with a short sale. We went all the way through the process of conducting a short sale, inclusive of appraisals, thousands of pieces of paperwork, and then discovered that there was a pre-existing home equity line of credit on the property which was overlooked by the predecessor to Seterus, the current mortgage holder. As such, the XXXX XXXX home equity line of $ XXXX had to be paid first according to the applicable law, and the rest of the available funds would be disbursed to Seterus. If Seterus was mislead by its title insurance company which insured the transaction, the claim against the title insurer still be an option, but to be considered first in a short sale IS NOT, pursuant to the applicable law. There was a Sheriff 's Sale scheduled in XX/XX/XXXX which I was able to postpone. I do not know the current status of the potential Sheriff 's Sale though I understand that it may be on hold. We filed a FORMAL QUALIFIED WRITTEN REQUEST according to the applicable law, received a confirmation of receipt from SETERUS and have not heard since. More than 30 days have gone by, so I called Seterus and was told that there has been no resolution of the issue or even an effort to get back to me within 30 days. The agent at Seterus stated that in his opinion, it is not necessary to get back to the requester in these circumstances, and if it is, the time frame would be 30 business days if there were a time frame at all. I find this to be contrary to very clear applicable law. We have a buyer for the property ready and waiting to purchase at a short sale. XXXX XXXX has likewise approved the short sale with its loan being taken care of first. The law is clear. But SETERUS does not seem to care about the law. Sincerely, XXXX XXXX XXXX, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

Dallas, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Seterus purchased a portfolio of default, non-performing loans from XXXX. XXXX of those loans is on a property at XXXX, TX XXXX that is owned by XXXX XXXX and XXXX XXXX. Their appears to have been under false information as it was a " XXXX home '' loan with a requirement for only the owner to occupy. They have never lived in the home. The home has been abandoned and vacant for well over a year. Since XXXX originated a bunch of these bad loans, they sold the default loan for mere pennies on the dollar. Seterus has not taken any responsibilities for this property. It has been broken into and had illegal squatters creating crime for the neighborhood. Seterus is happy to just sit on these loans. However, these unmaintained, vacant and abandoned homes are tearing up and really great neighborhood. It is attracting crime. We just want Seterus to maintain and secure the home if they have any thoughts of foreclosing. If not, then release the lien so it can be sold. The current owner has default and can not make arrangement for resolving the default. So, we the neighbors are STUCK with a vacant, abandoned home that attracts crime. Why should we pay just because Seterus has rights for the loan but refuses to take any responsibility until it so deems it is their best interest. What about the neighborhood?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-13

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-13

Savannah, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-13

PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Both my husband and I have been put on XXXX in the past couple years, we lost a good portion of our income and are paying a outrageous amount for health insurance. We were in the process of getting a home modification loan through XXXX XXXX XXXX when they sold our loan to Seterus. We are behind our mortgage for the months of XXXX XXXX XXXX, we have been bombarded with foreclosure notices from both XXXX XXXX XXXX XXXX Seterus. We have researched the reputation of Seterus and it appears that loan modification loan approval rarely happens.We would like someone on our side, we ca n't afford a lawyer, but it would be nice to have someone watch and make sure we are n't taken advantage of and lose our home.
Company Response: Closed with explanation

Disputed: No Timely Response