Consumer complaint received 2018-11-26
Company: Seterus, Inc.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Frustrated beyond Frustration. I am trying not to lose all hope ; however, I am still trying to pull through to make this work and save my home of 13 years. 


Background information : On XX/XX/XXXX, I initially filed a complaint against my mortgage company Seterus , Inc. for not adhering to my approved loan modification with XXXX  XXXX XXXX before it was sold to them. The original complaint # is XXXX ( documentation will be attached to the bottom of this complaint ). Based on my claim and supporting documentation, Seterus confirmed that they were in the wrong because they did receive the loan modification paperwork but did not act on it accordingly in XX/XX/XXXX. In their response, they stated that they would adjust my account accordingly, to accurately show the correct mortgage amount and that they will work with me on the signed agreement that I had with XXXX XXXX XXXX. Moving forward a year later, the issue has not been resolved, but more chaos and the uncertainty that is occurring is causing stress that should not be. 
When the initial complaint was filed and rectified, though I thought, a representative from Seterus ; XXXX XXXX sent communication and called to apologize for the situation and that she will be working with me to rectify the situation. After receiving the response from XXXX and a letter was sent from Seterus informing me that they will be in touch with me soon. Being proactive, I called XXXX XXXX ( Consumer and Government Affairs Department ) several times on XX/XX/XXXX leaving messages, but once I called the general XXXX number on XX/XX/XXXX, I finally got in contact with Ms. XXXX informing me that I was a particular case and that she will be handling my case. After several conversations with Ms. XXXX, she told me that I had two options : 1. Pay the balance off and try to reaffirm with Seterus on mortgage agreement or 2. Redo my loan modification with them to ensure that everything was properly recorded this time. After serious thought, I informed Ms. XXXX that I would like to redo my loan modification and she agreed that would be the best option. 
During these conversations, I received a letter from Seterus that they were in fault and they would adjust my account accordingly. At the same time, I also received a letter from Seterus informing me that my loan was sold to another financial institution. Two days later, I received a letter from my new mortgage company saying welcome and that I will be received a welcome package from them within the next couple of weeks. Few days after that letter I received a new letter from Seterus stating that my loan was sold in error and they are in the process of repurchasing it and sorry for the inconvenience. I immediately called XXXX XXXX, and she confirmed that my mortgage was sold to a new company ; however, it was bought back and again they will be working with me. I said ok that is fine. As the conversation progress, I started to her that I would still like to redo my loan modification and she informed me that would be ok and she would get back to me. Few weeks from that conversation in XX/XX/XXXX or XX/XX/XXXX XXXX XXXX personally called me and told me that everything is on a standstill because Seterus had to wait until the sold loan was put back into their system as being a XXXX XXXX. Ms. XXXX informed me a few weeks thereafter, the loan was received and it was showing in their system and she would reach out to me again soon. 
Throughout these phone calls, I started to receive correspondences from Seterus informing me that I was late on my mortgage and had a past due balance owed to them. The past due owe the original amount Seterus claimed that I owed when they did not honor the loan modification which also included other incidentals/payments for the loan. Due to the situation and timeframe, XXXX XXXX informed me that I should ignore the initial letters received ( those are system generated ) until I speak with her again and reapply for the loan modification once their system allows me to. 
Because Seterus, Inc., sold my loan to another company XXXX said it would take a couple of weeks for my loan to get put back into the system so the loan modification area can review my account. Several weeks to a month went by and no phone call. Finally, I received a phone call from Ms. XXXX in late XX/XX/XXXX or early XX/XX/XXXX informing me that I was still not in their system from the time they sold the loan to the time that they took it back. She also stated that they are working hard to put my account back in the system so the loan modification can review my account and inform me of my options. 
Moving forward from that conversation, which was my last conversation with Ms. XXXX, I received no other phone calls from her or any other representatives from Seterus, Inc. Also, no further mailings came in the mail as well. Based on that last conversation she said to wait until I hear from her and I did so. I looked in the mail and expected to receive a phone call ( which my number and email were on file ). But still nothing. As the time progressed and we moved into XX/XX/XXXX, a year later with no phone call or letters from Seterus ( which was weird ), a brown envelope was placed my porch from a law firm informing me that the house again may go into foreclosure proceedings. I was shocked and in disbelief. Again, I did what they asked, and again Im in the same situation of having my house put in foreclosure. I dont understand why Seterus does not want to work with me or why they are so dysfunctional in dropping the ball again. 

I am still hopeful that they will do right and redo the loan modification so I can live in the house that I have grown to love and continue to have my family live in a house that we enjoy an continue to grow in.

Company response to consumer: Closed with explanation