Consumer complaint received 2016-08-18
Company: Seterus, Inc.
State: TX
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We have lived in the same home for 20 years. In XXXX XXXX Seterus bought the remaining loan balance from XXXX. Since then, everything regarding our mortgage servicing and account seems to be messed up royally. My husband of 22 years died suddenly in XXXX XXXX and I was left to try and make sense of this. I have sent them repeated requests, documentation, made dozens of phone calls ( to customer service reps without so much as a clue, necessitating my RE-EXPLAINING everything. ) I was not going to lose our home ( I have XXXX children still living here ) and I made many many payments in the interim until they could figure out what the problems were with this loan. They locked access to our loan account online ( I suppose after I notified them of his death ) so I could n't research their records and do THEIR accounting for myself. I did sent them copies of documents THEY requested and THEY required, however. EVERY SINGLE MONTH since XXXX XXXX they send FOUR DUPLICATED COPIES of documents threatening FORECLOSURE with no explanation for the amount they list ( it always changes somewhat from month to month ) They have buried our family in notices, paperwork, loan modification offers, escrow documents - it 's like I have XXXX different areas of their company sending me stuff and they do n't know what 's going on or what the other departments in their own company are doing. It is nerve-wracking and a ridiculous waste of PAPER and POSTAGE, not to mention CRUEL to a young family that has remains in shock and grieving. 
In XXXX they offered us a loan modification to " help '' us through these difficult times ( but I had continued to pay them every month regardless ) I paid the first installment as instructed - Seterus cashed the check - then a week later RENEGES on the loan modification offer saying they did n't have the documentation requested. YET I HAVE A XXXX XXXX NOTICE FROM THEM AFTER THEY RECEIVED ALL THE DOCUMENTS THEY REQUESTED AND LISTED THE FILE AS " COMPLETE '' and ready for evaluation. 
In XXXX I spoke with a representative who said our account was over $ XXXX past due, and that our outstanding loan balance was $ XXXX, saying we owed {$100000.00}. I knew that could not be right based on all the large payments I had been making every month. Out of curiousity, I requested an official payoff amount for the loan. The representative obliged, and a week later I get an official " payoff '' amount of {$85000.00} ... a far cry from the {$100.00}, XXXX the rep had told me just a week earlier. Then again, just like clockwork, the first week in XXXX we get another FOUR DUPLICATE certified letters/copies of foreclosure letters saying we owe over {$28000.00}. The same letters we have received RELENTLESSLY since XXXX of this year. I 'm at a loss trying to effectively communicate with these people and NOW I feel discriminated against when they make an offer, cash my check and THEN renege on it. Why do n't these companies have someone to answer to for THEIR mistakes and lack of accountability? I have jumped through their hoops, provided them documentation AND continue to pay them but they continue to make our lives XXXX. I 'm done trying to cooperate and communicate with them when they continue making threats and not bothering to EXPLAIN anything they are sending to us.

Company response to consumer: Closed with explanation