Consumer complaint received 2019-01-08
Company: Seterus, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a loan with Seterus. My ex husband was the primary on the mortgage. We are divorced, he has moved out of the country and can not be found since XX/XX/XXXX.I am in the deed of the home, my ex husband provided a quit-claim-deed which was included in our divorce. I am in charge of paying the mortgage and the sole owner. I fell behind 2 years ago. I have been working back and forth with Seterus for a loan modification as well as an assumption for the loan. Over the last two years I have sent numerous request for mortgage assistance packages. I was approved once, given a new outstanding principal. I asked them in writing several times to please explain to me how they came out with the new principal. They refused and took away the trail modification. Here is a brief history of what has happened: XX/XX/XXXXI placed a complaint here with the CFPBXX/XX/XXXX I, along with the help of a HUD counselor, sent request to fully assume the mortgage. Also send a new RMA for the mortgage delinquency XX/XX/XXXX Approved for a trial payment. The trial payment documents had my ex husband name and not me. The trial payments were for the months of XX/XX/XXXX, XX/XX/XXXX, andXX/XX/XXXX XX/XX/XXXX Seterus informs me the updated request was received to assume the loan and they are reviewing itXX/XX/XXXX Request for the assumption denied. Seterus sends letter stating not all documentation was received. The letter did not specify what was missing. I called and was informed I needed to send deed and quit-claim-deed. I informed them it was previously sent but I sent it again (3rd time)XX/XX/XXXX I was informed I was approved as a successor by letter from SeterusXX/XX/XXXX Seterus sends me the official assumption offer to sign. I completed it and sent it back the same dayXX/XX/XXXX I sent my last trial modification payment. All trial payments were done on time. XX/XX/XXXX I was sent a permanent modification to review and sign. All the documents had the name of my ex husband and not me. I called stating that the name of he mortgage is wrong. I was told by Seterus that they made a mistake. They will resend the documents with my name included. I was also told that my ex husband's name will still be in the paperwork but to ignore it, and just sign under my name.XX/XX/XXXX-XX/XX/XXXXI followed up several times with Seterus during this time. Every time I was told that they are working on it. No information was sent to me by letter stating that fact. Every time I call I am told different stories on what is happening. Seterus refuses to send me information by letter.XX/XX/XXXX I received another package for a permanent modification. This permanent modification STILL has my ex husband's name and still does not have my name anywhere in the documents. I called Seterus again. I am told that there was another error and they will be fixing it. XX/XX/XXXXI called Seterus for an update. I am told over the phone that they are working on it. I asked how much longer since it has been a year almost since I was approved for the modification and 6 months since I was approved for the assumption. I am told it may take a long time and they do not have a time frame to give meXX/XX/XXXXI meet with a HUD counselor from New Jersey XXXX XXXX. We called Seterus. We spoke with a representative who refused to talk to my HUD counselor. The representative said that I am not authorized to let Seterus speak with my counselor because I am a third party. I asked several times to please look at the notes in their and they will see that I am not a third party. The representative refused to look at the notes and said she knows I am not authorized. I asked once again what is the status of the permanent modification. The representative for Seterus said it is being reviewed. I asked to please send me something in a letter stating they are reviewing it. The representative said no. I asked several times for something in writing just indicating they are reviewing it. The representative put me on hold several times to speak with her supervisor. They said I do not have the right to receive anything, they do not have to send anything. I can send something in writing to them asking them to respond. That is what has happened since my last complaint to the CFPB. I have letters for all the above dates and prove from Seterus.I am not sure what is happening but I know that Seterus has pretty much taken a year of my life running around, missing work, stressing, not sleeping, and over and over refusing to due the bare minimum. They are not following any of the loss mitigation guidelines. I can not continue this. Please help me

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