Consumer complaint received 2018-07-13
Company: Seterus, Inc.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have filed previous complaints and I was asked to deal directly with the Seterus call center representatives as opposed to filing a complaint with the CFPB. That is not working. Despite my concern for constant threats of foreclosure on my loan and constant errors in making my payments I have still had my home loan turned over to an attorney for foreclosure. I spoke with a representative XX/XX/XXXX who I told I was able to make two payments on my mortgage. The representative got a supervisor on the phone who said I had to make three payments. I sent the three payments. I checked my account my check had not cleared. I tried to submit an electronic payment for the three payments since the money was still in my account. I made another attempt and I have been blocked from making payments electronically or on Seterus website and my check has not been cashed. I am being told by Seterus that my account had been turned over to an attorney for foreclosure. The last representative I spoke with told me the person I spoke with previously who had put me on a payment plan was in her group and she would not have made a mistake. She told me my payment plan had defaulted. The payment plan defaulted before it got started or was not set up properly. When I got the letter it was entirely different than what we had discussed. There is no way that I can become current with my mortgage when I am constantly threatened with foreclosure, blocked from making payments by Seterus website, electronic pay system and my checks or being held.The last payment I was able to make electronically was XX/XX/XXXX. It cost me extra but is less hassle than having to constantly go back and forth with the call center representatives. 

I still have not had the issue resolved for all the fees from when I got out of bankruptcy XX/XX/XXXX and called continuously trying to get some one to help me and was refused help until XX/XX/XXXX because no one would talk to me because I was continually told I was still in bankruptcy and when a complaint was finally filed with the CFPB. I then started to see retaliation because I complained. 
I have been told that the fees were not being considered right now just the mortgage payments due, that is not true. I am also not getting consistent information as everyone I talk to gives different information. I'm just trying to get this resolved without continually overpaying and all other fees being attached to my mortgage. 

When the history is told on this mortgage and the " three modifications '' are continually mentioned all the facts are not brought forward. 

I have mentioned in previous complaints that this was a mortgage that started out at {$52000.00} in XX/XX/XXXX. This mortgage is currently {$58000.00} in XX/XX/XXXX, has had by your records three modifications, one of which was {$5000.00} over the course of the loan would be {$20000.00} alone. There is no mention that {$35000.00} was paid to bring the mortgage current in XX/XX/XXXXafter numerous documented servicing errors and payment refusal by XXXX XXXX before they went out of business, who then transferred the loan to XXXX XXXX who then transferred it to Seterus wrapping and stacking the errors as the mortgage was growing and transferring. There has never been any loan forgiveness during any point and time under any so called OBAMA program or National Mortgage programs coming forth to resolve or correct this type problem by any of the mortgage companies involved. Someone should ask themselves how a mortgage can be no where near to being paid off after 18 eighteen years of payments and {$35000.00} and loan balance being more now than when in its origination. This gives a whole new meaning to home ownership. 

Someone should certainly ascertain my concerns about not being able to correct this situation without another abundant payout and increase in my loan. Walk in my shoes?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation