Consumer complaint received 2015-12-14
Company: Seterus, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Recently we went through a bankruptcy, we were not late or in foreclosure, I had surgeries that failed and left me unable to work and XXXX XXXX XXXX worked with us to do a loan modification. That process was completed and everything was good to go, and then XXXX XXXX XXXX has notified us by letter dated XXXX XXXX 2015, that they are transferring our loan to Seterus Inc, a company that has had bad customer relations. I asked my loan modification rep to send a letter requesting XXXX not to transfer our mortgage as we 've been customer for nearly 20 years, obviously declined. We received a statement from XXXX after the transfer letter to make XXXX payment but nothing from Seterus. I called spoke with my loan modification rep on the XXXX and explained, I am very concerned because as of that day XXXX still had no information and sent a letter asking XXXX to reconsider releasing us as a customer. XXXX XXXX, Seterus, rep on the phone has my loan information, but I still did not receive a " Welcome Packet '' which tells me of the company holding my mortgage and my options to pay ect. I 'm not just going to make a large payment to a company I have no written documentation from. I 've contacted my original servicer as it says in the notice from XXXX, I explained I have no where to make a payment, because even thought there is a mailing for payment they do n't have the complete loan info and if XXXX decided to keep us I would then have to try to retrieve or stop payment. Another scenario since Seterus did n't have our complete loan information, there automated says do n't make a payment and contact our original lender and then risk payment may not be applied correctly. I call into my loan reps phone and XXXX XXXX XXXX will not allow me to speak with my representative who assisted with the loan modification to see if she would be able to help me or advise me on how to make this a smooth transition, so I put the check in the overnight mail to XXXX and hope that they will do the right thing and forward it and Seterus. I called XXXX advocate line and they assured me it would go to Seterus Inc. and Seterus should apply it for the XXXX payment. I just want to be certain that all payments will be applied properly that XXXX will forward my payment seeing as how that was the only loan information I had to date. I do n't want it to get to Seterus Inc, and have them tell me I 'm behind in payment because they received it so late in the month of XXXX and they turn around and hit me with late fees and tell me they applied it to XXXX. Seterus charges you {$10.00} fee to make just a regular payment by phone, and {$5.00} fee online. I do n't understand why they charge you to make a payment. I tried calling to make a payment with Seterus, just got caught in an automated circle that just told you you can not make a payment without a welcome letter, and I do n't have XXXX yet and then they say go to their website but I can not do anything there until I have an account number, which is in the welcome packet, then they say they do n't have my complete loan info so they can not take a payment, so that is why I overnighted my payment to my original servicer XXXX who now assures me it will get forwarded to Seterus applied properly for XXXX, and I wanted to document this if I should have further issues going forward with payments and poor customer relations, when I did everything possible to get them the XXXX payment.

Company response to consumer: Closed with explanation