Consumer complaint received 2015-09-12
Company: Seterus, Inc.
State: AZ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I sent Seterus Inc {$730.00} via bank wire in XXXX 2015 to cover an escrow deficiency caused by double payment of hazard insurance company.Instead, despite my instructions as per fax I sent on XXXX ( see attached ), they miss applied the funds reduced principay y {$310.00} and applied {$420.00} to a new monthly installment, causing me to be a month ahead in my installment payments. When I realized in XXXX that my escrow account was still deficient I called to request a reversal of that application. Over the months of XXXX, XXXX and XXXX I continued to make my monthly payment even though I was a month ahead in the hope that they 'd correct my escrow account. After talking to XXXX, XXXX, XXXX and a slew of others and more than 100 hours on the phone and being promised that it would be corrected, I received a letter from the escrow department in XXXX but letter was dated XXXX/XXXX/15 XXXX not sent timely ) .The letter still indicated that I had an escrow shortage and demanded full payment or offered to increase my monthly payment to compensate for defficiency ( see attached ). I called again on XXXX and since the reversal that I had requested had never been made I told XXXX to cancel the request, told her that that I made a decision to not make a payment in XXXX as XXXX was not due until XXXX XXXX see XXXX statement attached ). She said to me : '' no, we are going to get this done ''. I emphasized that I was not going to send a payment in XXXX and I was willing to pay a higher monthly amount to cover escrow deficiency as indicated by the escrow letter. She IGNORED me. On XXXX XXXX, the reversal was done except instead of applying {$420.00} to my XXXX payment ( that I never made ) and {$310.00} to escrow, they applied {$420.00} to escrow and {$310.00} to my XXXX payment causing me to be short for XXXX by {$120.00} and assessing my account a {$10.00} late fee. 
Because the XXXX payment was short by {$120.00}, they added that to my XXXX payment and they sent a revised statement telling me to pay {$560.00} which included a {$10.00} late fee and the higher escrow monthly amount XXXX See attached revised statement with new XXXX payment due ). On XXXX XXXX, I called and requested the reversal of the late fee of {$10.00} and in return I offered to authorize a withdrawal from my bank account for {$550.00} ; but once again they did n't do as I asked. They withdrew from my account {$560.00} which was not the amount I had authorized. I also asked for an updated escrow analysis to drop the monthly escrow amount which now was inflated. 
Today is XXXX XXXX and I just saw that the amount of {$560.00} that was paid in XXXX was once again MISS APPLIED!!!!!!! instead of covering my XXXX shortage and XXXX payment, someone decided to apply {$410.00} of that amount to my escrow account, {$330.00} to the XXXX interest, {$10.00} to the late fee ( which I requested to be waived ), and the rest of {$190.00} they put in suspense credit. They now show me late for XXXX by {$430.00} which is the full payment amount ( even though they covered the interest portion of the payment ) and have tackled the XXXX payment on top with a new late fee of {$15.00} for a new total due on XXXX XXXX of {$760.00}. 
I am beyond sick of this servicer. I have asked XXXX to help and they ask me to call them. When I call XXXX they tell me a supervisor will call but no one ever does. They tell me to be patient that someone will call but no one ever did. In the meantime I keep sending money that keeps getting missapplied. Who can help me? What can I do? I do n't trust anyone that I speak with at Seterus. Why ca n't a supervisor manager fix the account on the spot? why does it have to go to another set of hands who will misinterpret the notes and ignore my requests? Why doesnt ' the person who intends to fix my account call me? How can I get rid of this servicer please? I ca n't sell this house yet because it 's undervalued. HELP please.Than

Company response to consumer: Closed with monetary relief