Consumer complaint received 2018-02-27
Company: Seterus, Inc.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been trying for months to reconcile my account after my bankruptcy ended XX/XX/XXXX and make my payments to the Mortgage Company. I sent a letter called continually and it was not until XX/XX/XXXX that I finally got someone to take my account out of the bankruptcy department so they could talk to me about my loan. XXXX XXXX a manager got angry because I insisted I was no longer in bankruptcy he continually told me I was still in bankruptcy. When he realized he was wrong he became angry. The manager became angry and retaliated, putting my loan in a foreclosure status instead of going back and fixing the servicing errors. This all because I asked questions that I needed an answer to. What payments were received from the trustee and the dates, the status of my loan. If they had listened to me months ago I would not have had to endure this type treatment. 

Everytime I called after that the customer service representatives were very rude and continually threatening me with foreclosure because of the notes entered by the manager XXXX XXXX. No one would step up to the plate and do what was right. 

After continually calling after that over and over again, I finally got a representative XXXX, on XX/XX/XXXX who explained everything to me, told me how much I owe and basically helped me to try and correct all these servicing errors that are costing me additional monies. XXXX also offerred to send me a payment history. I thought I was finally getting this situation on track. XXXX put the details of what we discussed told me what amount of money {$2300.00} by what date the XX/XX/XXXX. XXXX went over financials for me to go on a payment plan after the money was received. Very detailed and thorough putting all the notes in the computer, even read them back to me. 

I went to XXXX XX/XX/XXXX and wired the money to my mortgage company. I was told to call to see if the money was received by my mortgage company and then I could set up the payment plan.Only it did not happen that way. 

I called XX/XX/XXXX and was put on hold, got hung up on, twice after listening to all the recorded messages which takes about 5-8 minutes before you can talk to someone. I called back and after waiting and listening my mortgage company was now closed. No one bothered to call me back. So now I call the next day XX/XX/XXXX, and found that the money was there but had not been credited to my account. 

This time I spoke with XXXX, ( after speaking with XXXX who left me on hold, and XXXX XXXX who did not understand what was going on ) who verified all the notes that XXXX had put into the computer, adding additional notes as to where we were now. XXXX told me she saw the money and told me the amount she saw, and told me to call back tomorrow, and I could set up the payment plan. 

I'm on the phone everyday calling and fighting all the rudeness trying to get this done. 
Now its Friday XX/XX/XXXX. I call got hung up on twice, someone would answer the phone with noise in the background and just cut the call. Finally, I got a voice XXXX XXXX, who put me on hold several times before she verified the call, was very, very rude and she hung up on me? I called back and got XXXX XXXX who I asked if she could tell me the last person I spoke with. XXXX lied to me saying no, so when I told her who I was speaking with she owned up to it but when asked how to file a formal complaint she told me I was already doing that as she was writing up what I was telling her. XXXX was covering for XXXX bad behavior. I then spoke with XXXX and by then I had lost track of who was the rudest and who was the less concerned about me and my problem. 

Enters XXXX XXXX. He told me my problem was that I had sent the wrong type payment and Seterus would not accept it like that. Told me I needed to go and get my money and resend it by XXXX XXXX. He asked if I had the number to the XXXX and called them on a three way call, we were on the phone for an hour until we finally got a customer service manager who told me he could not give any information on the phone and I needed to come in with my receipt. I asked where he was located because we had called more than one XXXX. 

I had to insist that XXXX XXXX get a manager on the phone because he became very angry after getting all this started and said he had wasted enough time with this and I needed to go to XXXX with the receipt, still swearing Seterus would not accept my money. I asked XXXX XXXX if he could at least speak with XXXX because she was the last person I spoke with and she told me the money was there just not credited yet. XXXX XXXX finally agreed to speak with " XXXX '' he said she was called. XXXX confirmed what she had told me, acknowledging she did see the credit to my account. XXXX XXXX then said the money was there but now it is gone not there. After continually insisting he got a manager on the phone XXXX XXXX who agreed with XXXX XXXX was very rude to me when I asked if he could note my account that the money was there and what was occurring. XXXX told me he can't do any of that until after the money is received. Once again they started threatening me with foreclosure and being very rude to me as if I was lying about the money. 

I had to leave work drive quite a distance to get to XXXX before XXXX XXXX when the customer service manager would be leaving because now I'm very concerned and worried about my money and where was it? 

When I arrived at XXXX after driving there in the pouring rain, after going over the receipt the customer service manager said there was nothing he could do because I had completed the transaction at a different XXXX? So now I am at XXXX starting all over again and the customer service manager telling me the transaction was done wrong. 

I finally got three different managers on the telephone before I got one that was able to help. It was Friday night the accounting person was not there and he promised to call me the next morning at XXXX XXXX and have her figure out what was going on. 

The XXXX manager did as he said he would. The accountant e-mailed me a copy of the transaction showing where I had sent the {$2300.00} on XX/XX/XXXX at XXXX XXXX. and it was at Seterus on XX/XX/XXXX. I called Seterus Saturday morning when I got home and the payment had credited and was credited to my account as of XX/XX/XXXX. 

The entire time I was going through this nightmare my money was at Seterus all the time as XXXX had said. 

I thought now maybe I can finish this up. Not so. I called Seterus just now and the first person I got XXXX XXXX, was rude and uncooperative, asked me if she was on speaker phone and take her off. I told her my phone volume was not working and I would not be able to hear her. When I got verified Jewel told me I had a balance and how did I want to pay it? I started to explain to her what was going on and could she look at the notes by XXXX and XXXX? XXXX told me they have to treat all accounts the same and continued in the wrong direction so I asked to speak with a manager and she began resisting and lying and putting me on hold. I asked how many managers were there because I would recognize the name of the manager I spoke with on Friday XX/XX/XXXX. She said there were several managers, I said how many she never would give me a number. I said five, ten.? XXXX then began to ask me why I wanted to speak with a manager and I told her you know why. When the manager came to the phone XXXX XXXX, she had lied to him about what had occurred. So I asked him how to file a formal complaint and he said I will do this first then I will give you the information. I said in case we get disconnected you will be closed when I call back. He got the address, and then started asking me for all the information XXXX and I had discussed that was already in the computer. He continued out of anger to inconvenience me when I asked him could he tell me what the notes in the computer said, hoping he would realize everything had been done and thye were just waiting on the payment. He asked me why do I want him to tell me what the notes say. 

At this point I had had enough, Friday I had had enough, everytime I call I have had enough. 

At this point I was so done with THIS I wanted everyone at Seterus in the front, top, main office to know what I was going through and had gone through. Right now I am sick to my stomach that I have had to endure this type behavior and unwarranted punishment. I feel like just screaming.

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