Consumer complaint received 2015-05-16
Company: Seterus, Inc.
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX my wife sent a mortgage payment by mail to Seterus XXXX Mortgage company. She always checks the bank statements from XXXX Bank every month to see if the mortgage has cleared. Two days before the grace period of the XXXX, she noticed that Seterus had n't cashed the check she sent almost two weeks before. I called Seterus up and the claimed they had n't received the check yet, and to call back to check and see if it came. I called on the XXXX, the XXXX, and the XXXX, and they claim they had n't received the check. So we had to put a stop on the check, and Seterus said to check back in a couple of days to see if the check shows up, and I was going to be charged a late fee. I called a couple days later and mysteriously the check suddenly appeared. Since I already put a stop on the check I was told by Seterus that I could call the bank and stop, the payment on the check, so I did. I just made a payment online to Seterus the night before the check showed up, so I was told by Seterus that they would hold the payment on the internet till the XXXX of XXXX and process the check through the mail. Everything went through okay. On XXXX XXXX, we checked our bank statement online, and it showed Seterus did not take the funds out of our checking account like they said they would, so I had to call them again on the XXXX of XXXX. They said it was just then being processed, which I thought was very fishy that they just took the funds out when I was talking to them on the phone. I believe they were trying to get away with charging me another late fee. Now this month we decided we will pay Seterus directly online on XXXX XXXX XXXX 2015. Everything went through and we got a confirmation from Seterus in our Email thanking us for the payment, and gave us a confirmation number XXXX for the payment of {$1000.00}. My wife kept checking our bank statement again, and once again it did n't show Seterus had taken the funds from the bank, so we kept checking everyday until the XXXX of XXXX. So I called them again on the XXXX of XXXX to see what 's going on, and the told me that they tried to withdraw the money from or account on the XXXX of XXXX and that they could n't get the money because it showed Non Sufficient Funds in our account. I told them that was impossible because we had plenty of money in the bank to cover the mortgage. I asked them if they are sure they have all the right info to pull money out of our account and they said yes, and verified our bank account number, which was all correct. They said I would have to contact my bank to clear this up. So, I contacted my bank online by chat so I could have a record of proof of talking with the bank. They told me that Seterus did n't try to pull the funds at all the month of XXXX on the XXXX or the XXXX like they said they would. Once again we got charged a late fee of XXXX, which we now have been charged a late fee every month since XXXX of this year. We were charged {$1.00}, {$33.00}, and another {$33.00} in three months. We also had to pay XXXX web pay charges. XXXX times at {$5.00} and also a {$10.00} charge. We have never been late paying our mortgage before until this company switched their bill payment location about three months ago. I have heard of other people having this done to them by mortgage companies purposely holding the mortgage payment till after the grace period, so the can get an extra {$30.00} or so from people. This is wrong, and I want all the extra charges I paid to be refunded, and taken off my record as being late, which we never were! I have copies of the conversation from XXXX bank to verify that Seterus had not attempted to take the funds out of our bank like they said they did. I am making copies of this complaint and sending it to the XXXX and others to get a resolution to this scam.

Company response to consumer: Closed with explanation