Consumer complaint received 2017-10-15
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX, I received Notice of Cancellation from XXXX XXXX XXXX ( HO ) and contacted my agent to find out what 's going on. Agent reported that XXXX ( servicer ) had paid wrong HO insur co ( believed to be XXXX ). I  then learned XXXX had forced placed ins with a 3rd ins co ( XXXX ). XX/XX/XXXX, XXXX Escrow Statement XX/XX/XXXX reported an escrow shortage of {$4500.00}, and listed 3 separate payments for HO insur for  {$1600.00} each. XXXX increased my monthly payment to account for the escrow shortage. A copy will be uploaded. XX/XX/XXXX, XX/XX/XXXX, despite frequent multiple requests to XXXX to confirm the Escrow Account balance had been corrected by refund of excess payments and reduction of monthly payments because any Escrow Shortage was due to XXXX 's actions, XXXX never provided the requested information nor corrected the snowballing fees and overcharges directly related to XXXX 's errors. Then, without prior notice, and without correcting the errors in the account ( overcharges in monthly payment amount, late fees, increased interest from misapplication of payments, etc. ) servicing was transferred to Seterus, Inc. XX/XX/XXXX-XX/XX/XXXX, after receiving initial account information from Seterus , Inc. , and seeing that XXXX  had never corrected their errors and the fallout  from those errors, including payment by Seterus to XXXX of over {$400.00} in late fees I contested, I started my campaign of regular phone calls to Seterus explaining the XXXX escrow account mismanagement, over inflated principal amount, outstanding late fees, and newly revealed escrow shortage. All to no avail. Despite my persistent requests to Seterus to obtain the appropriate Escrow Reconciliation Report from XXXX, to this day Seterus never did. This is in addition to the multiple requests to XXXX. XX/XX/XXXX, I sent both a detailed Debt Validation Letter and a Letter of Explanation to Seterus by US Mail RRR, after learning from one of the putative specialists at Seterus that they only respond to written questions, concerns, and requests like mine. A copy each will be uploaded. XX/XX/XXXX, after being paid a visit by an agent for Seterus in violation of my written requests, I mailed a Supplemental Request to Seterus. A copy will be uploaded. XX/XX/XXXX-XX/XX/XXXX, continued efforts to follow up with Seterus to resolve. Made what I considered the correct monthly payments until locked out of the Seterus web site. In XX/XX/XXXX learned that my file had been sent to attorney for foreclosure. Initiated email and phone contact with Seterus attorneys. 
XX/XX/XXXX, participated in a conference call set up by a Seterus attorney including atty, me, and a Seterus executive who promised to get to the bottom of XXXX escrow account issues in order to assist in the resolution of pending issues between me and Seterus in order to avoid foreclosure. I never heard back from Seterus rep nor atty who set up conference call. A copy of emails will be uploaded. Instead, on XX/XX/XXXX, one week later, foreclosure civil action was filed against us. A copy of the Complaint will be uploaded.

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