Consumer complaint received 2015-04-21
Company: Seterus, Inc.
State: GA
Product: Mortgage
Sub-product: Other mortgage
Issue: Settlement process and costs

Complaint:
Seterus offered me a no-doc loan modification in XXXX XXXX with the 3-month trial period from Oct-Dec., which I accepted. This was on a condo I own. XXXX immediately set up bank drafts for the three months. I was quite pleased that they reached out to me to help save the property from foreclosure. The property had sat vacant for several months because I could not afford the mortgage payments. In XXXX I secured a tenant in the condo and was certain of the mortgage payments. 

In XXXX Seterus sent me the agreement dated XXXX/XXXX/XXXX, to sign. I signed/notarized the docs on XXXX/XXXX/XXXX and immediately sent them back. I was told that only my signature was needed. Upon receipt, Seterus called stating that my spouse must sign the loan modification docs. I informed them that I was since divorced and that the property was awarded to me via the divorce agreement. Seterus informed me that I would need to provide a Quit Claim Deed for the property showing that it belonged solely to me. They agreed to extend the modification for another three months, XXXX - XXXX XXXX, to give me time to obtain that Quit Claim document and immediately set up auto bank drafts for another 3-month trial period. This, Seterus confirmed, will allow them to revise the modification and send me new ones for my signature only. Seterus agreed that once the Quit Claim was received they would send a new loan modification agreement for my signature. They informed me that my ex-spouse 's name will always be on the mortgage so all I need to do was to ignore his name and sign and return the agreement. 

Sometime between XXXX XXXX I finally received the recorded Quit Claim deed and faxed it to Seterus who confirmed receipt. I never received the loan modification documents, so at the beginning of XXXX I called to inquire and to set up for automatic mortgage payments. It is from that time I started getting the runaround. They refused to take any type of payments from me, because, as I was told by numerous reps, the Quit Claim deed was received 2 days late! " You would now have to start the modification application all over again and we would need several docs from you ''. I tried to reason with them that it was received by them within the 3-month time frame specified and that there should be no problem. 

After continuous back and forth, with each rep telling me something new each day, I spoke to " XXXX ' ( I was told that she was a supervisor ) who informed me that she would send an email to XXXX administrators who would be able to address the issue and that she had seen this happen before where it was resolved. XXXX asked that I call her back on XXXX XXXX. When I did I was informed that she was not in and that they would have her call me back. I again inquired about continuing to make the agreed upon payments which they had been accepting since XXXX/XXXX/XXXX - XXXX/XXXX/XXXX. They refused to accept any more payments and I was informed that the property will be headed to foreclosure. I was quite confused by this turn of events. 

To date, XXXX XXXX, neither XXXX nor anyone else from Seterus have called to remedy the situation and to get me back on track in saving my property. I have made XXXX calls since then trying to set up automatic payments, but each time it was refused. As a XXXX who complied with everything Seterus requested, I believe that I have not been treated fairly. I have signed modification documents in my possession which Seterus, Inc. is now refusing to honor. 
I am now extremely stressed and though my intent is to keep the property and not ruin my credit there seems to be no other option. I am reaching out to you, and I do hope you can help. I have looked on consumer complaints websites and I was amazed to find so many complaints of the same type on Seterus, Inc. Something needs to be done!

Company response to consumer: Closed with explanation