Consumer complaint received 2015-07-08
Company: Seterus, Inc.
State: NY
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We modified our mortgage with XXXX XXXX XXXX, XXXX. After not making mortgage payments for 3 months to qualify for modification, we began our trail payments on time XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Our new mortgage payments were {$1600.00}. We received a letter from XXXX our payments were being increased from {$1600.00} to {$1600.00} because Escrow shortage of {$1000.00}, spread for 52 months. We continued to make payments timely to XXXX in this new amount. 
XXXX XXXX, XXXX we received letter re Citimortgage transfer to Seterus, first payment effective XXXX/XXXX/XXXX. The letter or contract clearly states " this transfer does not affect the terms or conditions of your loan. " Seterus letter dated XXXX XXXX, XXXX Transfer of Servicing Notice- the transfer of the servicing of the mortgage loan does NOT affect any term or condition of the mortgage installment .. 
We have made all monthly payments on time. 
In XXXX XXXX we received a Satisfaction of Mortgage XXXX, XXXX for {$140000.00} for our second mortgage ( Home Equity ). 

Seterus harassment began XXXX XXXX. We received a letter from Seterus stating we owed double taxes {$8000.00}. We called XXXX Dept of Finance and were informed no taxes were owed. Seterus then sent us a letter stating our monthly payments were increased because shortage in escrow acct. we tried to explain that our mortgage was increased from {$1600.00}. To {$1600.00} for 52 months for this reason. They ignored this. 
We are aware Seterus is using any tactic to increase our mortgage payments. 
We had a debt with XXXX for {$4100.00}. which we paid in full XXXX XXXX. The account had a XXXX balance. Seterus said they paid this amount in XXXX XXXX. However, after contacting XXXX in XXXX XXXX, there was an outstanding balance a little over {$4000.00}. We made the full payment. 
Seterus sent XXXX {$4000.00} after account had XXXX balance. Seterus then informed us they increased the mortgage payments because they paid our bill in XXXX XXXX. 
I called and emailed DEP to forward the payment to Seterus but the only way XXXX can return the funds is if Seterus makes the request. We were advised to stop making payments and they will use the funds already in account. We will continue to make payments to XXXX. We have not authorized Seterus to make XXXX payments. We have asked Seterus to close our Escrow account as we wish to pay our Home Insurance as well as our taxes directly to avoid them increasing our mortgage payments. Seterus informed us they can not close escrow account because our contract states we need this account. Funny how they missed the script on no change to our loan payments. 
Today, XXXX/XXXX/XXXX, we received a letter from Seterus informing us they will accept our payment but our loan remains in default and the creditor reserves the right to initiate foreclosure. 
We just began to attempt refinancing with our local bank as our current mortgage with Seterus is for 40 years. It has n't been one year with Seterus and they have proven to be unprofessional. We do not want to deal with Seterus. They are a nightmare! 

We have worked hard to restore our credit score to XXXX as we filed bankruptcy in XX/XX/XXXX. 
We are in Dire need of legal adviseWe have sent letters to Seterus and they continue to do what they do and all their letters have negative comments. 
We have filed a complaint with Consumer Financial Protection Bureau in XXXX XXXX and we received a written letter from Seterus explaining the late charges. There are no late payments. 
Today we sent this info for legal advise to Just Answer and they suggested we file a complaint with The New York Attorney General and Federal Trade Commission ( FTC ) and CFPB.

Company response to consumer: Closed with explanation