Consumer complaint received 2018-11-01
Company: Seterus, Inc.
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We applied for a Home Affordable Refinance Program and were told that we had already gone through that before so we didn't qualify. However, even though we had applied for it before, we had never been approved for it nor had anything been filed at the Registry of Deeds as far as any modification of our Mortgage Deed or lowering of our payments. We had already contacted the Maine Attorney General 's Office who checked into it for us and confirmed that there was nothing filed at the Registry. We waited to make the payments because that's what we were told to do until the bank made their decision. Once we got the denial, my family attorney said that I should probably ask the bank if they would be willing to do a Deed in Lieu of Foreclosure, which is what I did. Although I did this very reluctantly, the bank said they could do that and asked permission to check my credit and gave me a timeline. I told them I needed more time to think about it. They said that was fine, which was around XX/XX/XXXX to the XXXX, XX/XX/2018. I got very sick around the XXXX and had a really bad XXXX. I was in bed for several days and couldn't move.

I feel as thought they have been so deceptive since were began this whole Home Affordable Refinance thing that they should be wiping out a lot of their so-called fees. They have added virtually " thousands of dollars '' to our mortgage and called them " appraisal '' fees when all they do is have someone `` drive by. '' Up until XX/XX/2018, Seterus, Inc. was not providing me with any statements indicating how much was owed on the loan, principle and interest, insurance and taxes, etc. I am XXXX and my husband is XXXX. He had a XXXX a couple of years ago. My daughter helps take care of us. She resides in XXXX. On XX/XX/XXXX, I was finally able to go back home to do some cleaning as my granddaughter and her boyfriend agreed to move in to help us out so my daughter wouldn't have to deal with running back and forth. I notified the bank that I wasn't going to do the Deed in Lieu of on or about XX/XX/XXXX that I had family that was willing to help me get caught up. They sent me an updated statement and gave me a deadline ofXX/XX/XXXX to pay my bill. When we got to my house on XX/XX/XXXX, someone had broken my doors in, changed the lock on the front door, winterized my home so the water was off, the furnaced shut off, and no toilet facilities available. We could no longer stay there at all!!! Until I got so physically ill that I was XXXX, we were staying there every night upstairs! The bank ordered someone to go into my home without my permission and winterize it!!! Not only that, they broke down my doors to do it! They kicked in 3 doors in my cellar entrance ; they used something like a crowbar to dig out the locked entrance to my kitchen doors and the same in my front entryway. When I contacted the bank and the winterization place, they didn't seem to care. The bank actually said it was a " huge misunderstanding. '' I need something done about this. The keep quoting on my phone calls that " this is an attempt to collect a debt. One or more of the debtors has been discharged in bankruptcy .... '' Why are they doing this? XXXX XXXX XXXX   XXXX XXXX

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