Consumer complaint received 2017-04-28
Company: Seterus, Inc.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Im writing the present letter to state my disappointment with the way how SETERUS has been handling the processing of my request of my loan modification  that I can resume as following : - The main reason of my hardship was a separation with my former husband, and his resign over his rights on our marital property of the reference through a Dead of Gift, signed and recorded on  XXXX  VA  XXXX   XXXX  in  XXXX .   - I was approved for a Trial Loan Modification in  XXXX   XXXX , and I paid my f irst three  months trial payments through an automated payment withdraw from my checking account on the amount of {$900.00} ( {$650.00} P+I plus {$240.00} escrows ) every month, as your letter the second page clearly stated.   - After completed my trial payments (  XXXX ,  XXXX ,  XXXX    ), I didnt receive my Permanent Loan Modification docs, and SETERUS requested to continue with my trial and your Customer Service Department extended automatic withdraws from my checking account for three additional months.
- After several phone calls requesting my final loan mod agree  ment SETERUS indicated that these documents were mailed to my ex-husband attorney in Florida ; these documents never were delivered to my Primary Residence address ( see reference ).   SETERUS stated that the reason for this procedure was because my ex-husband filed an individual bankruptcy chapter  XXXX  at the beginning of our separation process ; this case, later on, was dismissed on F lorida Federal Bankruptcy Court, but ev en that SETERUS continue with this wrongful procedure denying my rights to receive written communications in regards my request for a loan mod.   - On  XXXX / XXXX / XXXX , exhausted to make phone calls to receive updates  from SETERUS ( since I never received any written communications ) I contacted   XXXX   XXXX   ( my mortgage investor ) and  Consumer Financial Protection Bureau to a formal complaint against this wrongful and unfaithful procedure against all parties involved in this financial transaction. Up to date, there is still no response to this above-mentioned complaint.   - On  XXXX / XXXX / XXXX  I realized that my permanent loan mod agreement had been posted on SETERUS website. The agreement was signed, returned and received by SETERUS on  XXXX / XXXX / XXXX . After that I received, I received in  XXXX  copy of my approval letter dated  XXXX / XXXX / XXXX  that stated a due date to return this signed agreement no later than  XXXX / XXXX / XXXX .   - Yesterday  XXXX / XXXX / XXXX , I cal l one more time SETERUS requesting my signed copy of my Permanent Loan Modification Agreement, and for my surprise, my servicer requested a payment of {$2300.00} corresponded for behind payments (????? ) not stipulated on my   loan modification agreement (!!!!! ) ; in addition SETERUS stated that due date to receive these expires on  XXXX / XXXX / XXXX , and they will cancel this loan modification and immediately initiate a foreclosure procedure in case do not receives these funds. In addition that my approved loan mod regular payments will be {$1100.00} instead of {$900.00} as permanent loan docs indicated.     Finally, as you probably  can imagine my frustration and pain after all these months, I just fulfilled religiously the trial payments approved on the dates and amount stated by my servicer and advised by my HUD Certify Housing Counseling Agency, I do not understand why SETERUS has to : - Demand additional money that ne ver was specified in my loan mod approved.   - Denied my right to receive direct and written communication on my name and address, since I proof with documents that currently I am the only owner of this property.   - Denied my right to receive signed copy of my loan mod agreement, ( please refer to my yesterday phone conversation with servicer SETERUS where they specific stated that they WILL NOT send a copy of my loan mod agreement basis on the fact that already was accepted ).   - Continue providing information about my property and my mortgage to my ex-husband and whoever he decide on the future to be involved since he is no longer owner of my residence.     I will appreciate investigating SETERUS procedures, and provides me and immediately and satisfactory resolution to all these valid concerns.     Sincerely

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