Consumer complaint received 2018-02-27
Company: Seterus, Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This issue is not about applying for a mortgage but this particular issue didnt fit any of the categories on the previous page. I called my mortgage company about a partial release of my property so that I can sell one acre of my four acres to my in-laws so that they can build on it. Seterus sent back a letter with a list of paperwork items that needed to be returned to them along with a {$250.00} fee. Paperwork included three appraisals totaling around {$600.00}. We had to have an appraisal before the partial release, after the partial release, and an appraisel of just the one acre to be released. We had to have an updated survey of the property which totaled around {$2000.00}. We had to submit a quick claim deed which was around {$100.00}. There were other forms also that had to be completed. I submitted all of the items and few on XX/XX/XXXX. I paid {$50.00} to have it arrive on XX/XX/XXXX. I have had no correspondence from Seterus except when I make a call to find out the progress of this decision. No one has reached out to me from title services, who handles these isssues. I have called several times over the past weeks to be told that they have received my paperwork and money and it is in review. I have asked for a direct number to the title services department and was told that there isnt a direct number to that department. I have asked for an email and told that department cant send outgoing email, only inter-office email. I finally spoke with someone on XX/XX/XXXX who said that they sent an email to title services on my behalf to explain that I need a decision regarding the partial release because it is holding up the process of my in-laws building on this land. I was told that I would hear a response back on 24-72 hours. I didnt hear a response back. I checked both my personal email and my Seterus inbox on the Seterus website. How could they anyway, since they cant submit outgoing email? I called again on XX/XX/XXXX twice. The first person who spoke with me said they can see notes on my account where I had been calling and where a representative emailed title services on my behalf and requested that they contact me. Still no response. The second time I called, the representative again saw the notes where o had called and again emailed title services on my behalf. I thanked the representative for their help. I asked to speak to a manager or someone who could directly speak with title services. I was on hold and then the representative apologized that the supervisor was still busy assisting another client. This representative then instant messaged someone from title services taking care of my account. Im curious why this wasnt happening sooner. The person in title services said that we still needed a legal description of the property with values as it is, without the one acre, and just the one acre. I asked the representative to reply back that was all in the three appraisals we submitted. They then decided we didnt need that anymore. The person in title services told the representative I needed to submit a title search, which doesnt make sense because Seterus has my title because I have a mortgage with them. The person in title services said we needed a third party authorization form, with no explaination on whose name to put on it or why they need it. This partial release should be a very simple thing but because we cant speak to anyone on title services we cant get it done in a timely manner. They have all they need but are not getting back to 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