Consumer complaint received 2018-08-02
Company: Seterus, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am a homeowner in XXXX XXXX. My mortgage loan was sold to Seterus Inc, a servicing company who list their headquarters in XXXX, Oregon. 

Their NMLS ID # is XXXX. 
Their license per Dept. of Business Oversight is : XXXX ( license issued XX/XX/12 ) I am documenting my situation for those who may have had similar experiences with Seterus Inc. In addition to the Department of Consumer Finance, I have also filed complaints with HUD, Dept of Real Estate, Dept of Business Oversight, XXXX and the Attorney General in my state.

If you are a homeowner who's loan is serviced by Seterus and you have experienced ANY problems, I advise you to immediately contact your local, state and governing offices to get your complaints on record. Keep accurate notes of EVERY call and make sure you get EVERYONE 's Name and ID you speak with. In my experience, Seterus Inc appears to be a front company, who's primary goal is to ignore consumer concerns and increase the balance due on mortgage accounts in an attempt to foreclose on your property if you have significant equity.

Below are some of the situations I've experienced in dealing with Seterus Inc. 

Non-responsive to consumer concerns : Upon transfer, I noticed several accounting errors in my mortgage balance. I called to report these errors and was given a fax number, physical mailing address and e-mail address. I faxed and e-mailed copies of my concerns with no response by Seterus Inc. 

For the past 4 years, I have made repeated attempts to correct the accounting errors on my mortgage loan. Still no response. I had to file a complaint with the Dept. of Real Estate, Dept. of Business Oversight and other government agencies in an attempt to resolve this matter.

Poor Customer Service : Their customer service agents are rude and not very knowledgable. It takes an average of 45 minutes to an hour per call, just to bring them up to speed. They have a collections mentality instead of a customer service mentality, which creates unnecessary tension when attempting to get answers to basic questions and concerns.

Seterus Inc. Gov't Relations Dept is a front : I spoke to several representatives in the Seterus Gov't Relations Dept. After my initial conversation, I was never able to get back in touch with them to follow up and was later told that neither employee is currently with the company. It appears they use entry level employees to field serious concerns. These employees routinely fail to follow up and are later dismissed from the company. The contact numbers for all the employees have a ( XXXX ) XXXX extension. 

Loan Modification offered by the computer and accepted : I was informed by Seterus representatives that on ( 3 ) seperate occasions, a loan modification was offered by the Seterus " computer '' system and their " computer '' accepted and processed a loan modification without my request, consent or ever signing any documentation. The representative said I " accepted '' the loan modification offer because I made a payment. This is the same payment that I made every month. 

Inaccurate balance due provided : The balances provided their XXXX XXXX XXXX payment system, on-line Seterus.com system and phone agents never matched. I received conflicting balances and explanations. 

As a debt collector, they are bound by the guidelines of the Fair Debt Collection Practices Act. They continue to violate these guidelines when they send collection notices or accounting statements with inaccurate or conflicting balances.

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