Consumer complaint received 2017-05-02
Company: Seterus, Inc.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
**************************************************************************** ***** FORECLOSURE SALE DATE : XX/XX/XXXX ( XX/XX/XXXX ) ******* **************************************************************************** After a job loss ( self-employed ) which set my XXXX XXXX mortgage significantly behind and into foreclosure status, I resolved the hardship and entered a trial repayment loan modification agreement with XXXX beginning in XX/XX/XXXX ( attached ). <P/>In XX/XX/XXXX, the servicing of my loan was transferred to Seterus. I was told by Seterus there was nowhere to send my trial repayments while the loan was in transfer, and they were not sure whether they would honor the existing loan modification would be honored. <P/>I called repeatedly in the coming months, several times a week, sometimes daily to find out where to continue to send my payments as agreed. At first my records were n't available for what seemed like an inordinate amount of time. Then, once available, no one could find the loan modification paperwork in the transfer documents, nor knew whether the agreement would be honored by Seterus. They continued to advise me not to send in any payments. <P/>After several weeks, Seterus was still unable to find my loan modification paperwork so on XX/XX/XXXX, I faxed them a copy of the loan modification letter I received ( see attached ). Weeks after faxing it they said they must still be processing the document because they could not find it. ( I was told later they coded it under an incorrect title -- and every time I called could not find it. ) I continued to call daily but never received any definitive answer on what would happen with my loan or loan modification. While it was still in a foreclosure state, they would not accept any payments. I was in long-term limbo. <P/>After several unsuccessful months of frustrating phone calls, hours on the phone, and no results, I ultimately gave up making the calls. For the remainder of the year, I did not receive any communication from Seterus, aside from a monthly paper bill showing the total arrears ( which I could not resolve ) and under the direction NOT to send in the monthly mortgage payment. My hands were tied. <P/>Without warning, in XX/XX/XXXX I received a Foreclosure Sale Date of XX/XX/XXXX with less than 30 days to make good on the loan. I immediately called Seterus and was told the policy had been established that loan modifications in progress at the time of transfer would not be honored by Seterus. I would have to apply for a loan modification again, and there was no guarantee given the short window of time that it would be processed ( or approved ) before the Foreclosure Sale Date. However, they said if I could get everything in, they could possibly expedite it in 15 business days. <P/>I mobilized, prepared and uploaded all documents requested as quickly as possible, and uploaded them by XX/XX/XXXX. I confirmed receipt by phone, and was told electronic signatures were sufficient. I called daily to check on progress -- waiting again. On XX/XX/XXXX, I was told that electronic signatures were not sufficient ( even though I was told twice Seterus had everything they needed to advance the loan mod packet, including the electronic signatures ) so no processing had begun yet. They made no attempt to inform me of the new requirement for the wet signature, even though I asked them to phone, email, or use their proprietary email system to notify me immediately of anything else they needed. I resubmitted paperwork within 4 hours with wet signatures. <P/>I was also told that a new policy, effective immediately, required 37 days to process any loan mods. I requested that they consider expediting my application with the Foreclosure Sale Date so near, given my circumstances. <P/>On XX/XX/XXXX, I was told the package was reviewed in part by Loss Mitigation, but would take more time. On XX/XX/XXXX, I was told that the package was still in review. I requested it be expedited. I am still waiting to hear. <P/>I have been calling daily, at times twice daily, to find out if there any any updates on a new loan modification. I am hopeful Seterus will process my loan modification with a positive outcome, but time is running out. I am not sure what I will do if they do not push the Foreclosure Sale Date out, or decide at the last minute the loan modification will not be an option. I feel as though they should have been held accountable to honor my initial agreement with XXXX in the first place, and have since put a series of delays and roadblocks in place that continue to work against me. I would simply like to pay my mortgage and remain in my home of 23 years. <P/>I appreciate any help you can offer.

Company response to consumer: Closed with explanation