Consumer complaint received 2015-11-02
Company: Seterus, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XX/XX/XXXX I did a modification with Seterus. I had the document mailed to me and it required to be signed and notarized. I took the modification document to my bank and had it notarized and mailed it back to Seterus. I then received a letter stating that my modification was denied. I called Seterus and spoke with a representative who told me everything was alright, I just had to go through the 3 payments try outs. I confirmed the amount of the payments since the documents were conflicting. One stated {$1400.00} and the other $ XXXX.The representative told me my monthly payment was {$1400.00} and for me to send the payment each month. Which I did. On XX/XX/XXXX I had my credit pulled because I was trying to see if I could get approval so I could sell my house and downsize. The mortgage broker told me that Seterus was reporting me late. I called Seterus and was informed that I was not sending the full payment, that the modification was never filed. I never received any phone call or letters from Seterus to tell me I was not sending the full payment and I needed to contact them. As far as I knew until then, everything was good. I have been calling Seterus for the past 3 months trying to resolve this and see if they will do a modification. Each time I call, I get a different person. I ca n't speak with the previous representatives because they do n't have direct lines. On XX/XX/XXXX I spoke with XXXX XXXX, she spoke with her supervisor XXXX XXXX, who told her that they could not speak with me because of the on going bankruptcy. ( my ex-husband 's bankruptcy ). I explained to them that my bankruptcy had been discharged on XXXX/XXXX/XXXX. I was not in bankruptcy or being represented by an attorney. They made me call my ex-husband 's attorney to request a letter giving them permission to speak to me on my loan. ( my ex-husband was not even on the loan ). The attorney send them a letter. I called again on XX/XX/XXXX and was told the letter was not good, the attorney needed to state that Seterus has authorization to speak to me in regards to a modification. Once again, I called my ex 's attorney to request a letter. The letter was sent. On XX/XX/XXXX I spoke with XXXX XXXX who asked me to fax my pay stubs, XXXX, XXXX and Borrower Assist. Form. I faxed everything to XXXX. Called again and spoke with XXXX XXXX who told me to re-fax everything back to XXXX attention the loan # XXXX. 
Called again on XX/XX/XXXX and spoke with XXXX XXXX. She told me they received everything and that it would take 60 to 90 days for a response that I needed to check once a week. She said the underwriter do not contact the borrower 's, that I needed to understand that I was not the only file they had to review and it would be a waste of their time to try to reach out to borrowers if they are missing any documents or needed any additional information. She also said I was my responsibility to call and find out. I called again on XX/XX/XXXX spoke with XXXX XXXX. he told me they were half way done. That I should check again in 2 weeks. 
I called today XXXX/XXXX/XXXX the representative told me she could not provide me any information until she received a letter from the attorney. Once again, I 'm getting the run around. No one can speak with me or give me any information on my loan. In the mean time my credit is being destroyed and no one seems to care.

Company response to consumer: Closed with explanation