Consumer complaint received 2019-01-16
Company: Seterus, Inc.
State: NV
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern. 

In XX/XX/XXXX, I received a Loan Modification from XXXX XXXX XXXX ( attached ). This document was submitted and accepted by both parties ( myself and XXXX  XXXX XXXX XXXX. 
This Loan Modification ( attached ) was very clear about ALL the payments and dates with included a deferred balance until XX/XX/XXXX ( also noted as maturity date on the loan ). 
I was making the payments regularly as agreed on the Loan Modification. 
Everything was going as contracted and no communication was ever sent to me about any error or problem with the above mentioned loan. 
The payments and the maturity date of the loan were very specific and I had no reason to believe otherwise. 
This Loan was purchased by SETERUS in XX/XX/XXXX I believe. ( Not sure about this date but its irrelevant on this matter ). 
All of a sudden ( XX/XX/XXXX ) my payments began to reflect as " payment in suspense '' and my access on line was not reflecting any regular payments. ( Note that I was making the payments every month on a regular bases ). SETERUS did not send any communication or any type of warning about any problems or that the loan would have any kind attention of my part. In reality I was the one the start calling them on a regular bases and had no response for a long time ; at least once a week a have been calling them ( Has been 3 years now - Probably at least over 100 calls ... ). 
SETERUS DEMANDED SOME PAYMENTS ABOVE AND BEYOND THE ORIGINAL LOAN MODIFICATION - ( ATTACHED LETTER AS EXAMPLE OF MANY ) AND MAYBE THATS WHY THE FIRST LOAN BECAME PAID AS THEY SAY. 
Around XX/XX/XXXX SETERUS began to return my payments ( Total of 7 payments ) and after XX/XX/XXXX SETERUS began to refuse payments. AT THIS TIME SETERUS BEGAN TO REQUEST FULL PAYMENT OF THE DEFFERED BALANCE - APROX XXXX XXXX DOLLARS AS NOTED ON ATTACHED LETTER. I have no access on line to make any payments nor can I make the payments over the phone. 
After a long process of calls and letters ( Including letters from a lawyer XXXX XXXX - also attached ) I was offered a Loan Modification Assistance ( attached ). This trial offer had payments 7 times bigger than the original Loan Modification and the terms were only 15 years instead of 30 to 40 years like I was informed over the phone many times from Customer Service at SETERUS. I sent a letter in response ( Attached ),  and for many weeks waited for an answer. 
After another long wait I am still waiting on a response from SETERUS and just received a letter from SETERUS on  XX/XX/XXXX ( Also attached ) saying that they are still analyzing. I decided to call and hear from them what was happening because mean time I had got a call before ( XX/XX/XXXX ) from a supervisor and he told me that the offer was made as an error and in reality they could not even offer me any kind of loan to make the Deferred Amount of  approx. XXXX K, the amount they have been requesting since they start sending my payments back and also refusing to take any more regular payments as agreed on the Original Loan Documents. As usual I had confusing response and was told the same thing as before that I had to pay the full amount or try to find another institution to refinance my loan. 
Resuming : SETERUS without any warning decided that the Original Loan Modification from XXXX XXXX XXXX were no longer be honored by them because the first part of the loan was almost paid off ( possibly because they requested extra payments several times ) and again ; without any type of communication or warning began to send payments back and then stop receiving them completely. 
No solution was proposed from SETERUS and they are threatening to foreclosure. This house is my only property and we have no means to sell and still have enough to move to another place. 
There is a lot more to be written and a lot more documents to be uploaded but I don't want to make this too long. I will be able to provide more documents and written explanations for what is happening. My goal is to resolve this matter and be able to go on with my regular life. 
Best regards,

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