Consumer complaint received 2017-11-30
Company: Seterus, Inc.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It May Concern : Background Information : In XXXX, due to circumstances beyond my control I had to make the painstaking decision to file for bankruptcy. While in the process of filing for bankruptcy, I also chose to apply for a loan modification with the assistance of my lawyer on my home mortgage with XXXX XXXXXXXX XXXX to maintain ownership. After my bankruptcy was approved, XXXX XXXX XXXX placed me on a trial loan modification in which I agreed and paid the required amounts on time. Prior to my loan being transferred/sold to Seterus Inc., my modified loan with Bank of XXXX approved XXXX XXXX. 
After receiving my welcome letter to Seterus Inc., I called in XXXX XXXX to inquire the status of my loan transfer and to ensure that all paperwork was received from XXXX XXXX XXXX showing that the loan modification was approved in which my lawyer at the time assisted in the process. When I spoke to the representative she informed me that all my paperwork was not placed in the system and that I should give it a couple of months to be completed. In the meantime, she also informed me to pay the current amount that is showing in the system in the amount of {$1900.00}. 
Throughout the next year and half, I would call in and speak with a customer service representative everyone couple of months to inquire whether or not my loan modification paperwork was finally received and updated in the system because the monthly mortgage payment increased to over {$3400.00} per month. This increase was confusing and could not be explained to me except that I now owe back money and it was lumped into my monthly payments. After explaining my case, I was informed to continue to pay the amount that I have been paying and that I would be given 2-5 years to pay the extra amount off and that I would receive a letter explaining this. To this day I have not received such a letter. 
In XXXX XXXX, I once again inquired on my status due to the fact that when I attempted to make my XXXX mortgage payment I was unable to make the payment online. I logged in on several different occasions trying to make payment thinking that maybe there was a problem with your system. After my last try, I spoke to another representative on XXXX and was informed that my bankruptcy paperwork was finally received and that I would not be able to make any payments on line because my account was considered to be in an inactive foreclosure. After explaining my situation to this representative ( XXXX ), I was informed that she still does not see any paperwork from XXXX XXXXXXXX XXXX showing that a loan modification was approved. She then placed me on hold to speak with her supervisor. After she spoke to her supervisor, I was informed to fax over my approved loan modification documentation so it can be reviewed, and updated so I can continue to maintain ownership of my home that I currently reside in. On XXXX XXXX, XXXX a letter of explanation along with the approved notarized loan modification paperwork sent from XXXX XXXXXXXX XXXX was faxed to the number provided by Serterus. I received a confirmation that the fax was successful sent/received. Still till no avail I received no returned phone call or letter from a Seterus representative confirming that they received the faxed documentation and that they would research more into it to resolve the issue. 
I have been forced to file a complaint because I am unable to resolve this issue with my mortgage company. Seterus has  always had an updated email/ phone number to contact me. This was always asked to verify my identity. 
Finally, in the past couple of weeks, I received notification from the Maryland Department of Housing agency informing me that there is an intent for my house to go into foreclosure. I spoke with a home mortgage agency and it was suggested that I file a complaint because prior to my loan being sold my loan modification was official approved and Serterus needs to honor and update their system. I have faithfully made the payments they initially instructed me to pay on time, however, the overcharge of the payments I did not as per the conversation that I had with the representative over the phone. 
Attached is the documentation showing the pre-approved loan modification, the approved loan modification ( notarized and signed by myself and XXXX XXXX XXXX ), and the fax confirmation that I indeed sent a copy of it to Seterus so they could update their records so I can continually make payments an maintain my home ownership.

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 monetary relief