Consumer complaint received 2015-05-03
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I applied for a modification to my XXXX loan, serviced by Seterus, Inc. seven times since XXXX XXXX with fax confirmations that I supplied all of the supporting documents required. Each time, I was declined for 'failure to provide all of the necessary paperwork/documentation ', which XXXX XXXX XXXX Seterus confirmed was not accurate in XXXX XXXX. 
I was approved for a forbearance for XXXX, XXXX, and was told to reapply for a modification in XXXX, XXXX, which I did. After originally being declined for 'failure to provide all of the necessary paperwork/documentation ' again, XXXX XXXX advised I was approved for a HAMP Trial Modification for XXXX. My obligation was to make payments on time and work with a counselor, which I did. I spoke with XXXX a Seterus representative in XXXX, who confirmed receipt of all payments timely, and who stated he would could take my statement about the counselling, and said he would send notes and questions 'up the ladder ', and was sure the declination would be rescinded, and would ask XXXX XXXX to look into the issues. I formally requested the declination be appealed and looked into again in writing in XXXX, XXXX. 
I have now called XXXX XXXX five times since XXXX XXXX, with no response. I am concerned. She had been a 'voice of reason ' and good communicator through the loan deferment and Trial Modification HAMP processes, yet unresponsive since that time. I wrote to XXXX XXXX and sent her a copy of the counselling report XXXX XXXX, XXXX, and have had no response. 
Since the XXXX XXXX, XXXX letter, I have receive XXXX generic default letters, a privacy statement letter, a letter confirming receipt of my correspondence from Seterus, and a telephone call from XXXX XXXX at Seterus asking 'what I intend to do to bring the delinquent balance current and with the property '. I asked if she had read any notes in my file, she stated she had not, so I told her I to read my file, as I was awaiting a response from Seterus based on my XXXX communication. I no longer am receiving emails advising me that I have messages in my secure online email box at the Seterus website. As I filed bankruptcy, XXXX at Seterus advised that I am not able to login to the Seterus website. Last I was able to see prior to being redirected by the Seterus web site, there are over XXXX messages that I am unable to read in that mailbox. 
This is the same type of lack of communication I experienced with Seterus after requesting a loan modification now SEVEN times since XXXX. We are now in XXXX! 
I have already paid the XXXX and XXXX XXXX payments at the XXXX modified amount, which have cleared my bank. 
I wrote to XXXX again, requesting a status on XXXX XXXX, XXXX. 
I am hopeful that this type of communication is not happening with every loan they service, and am concerned that maybe it is only happening with loans where they have determined that the property is worth more than the loan balance, like mine is. 
Please help me to get this resolved. I am in a very difficult financial situation, and am just able to make the modified mortgage payments. 
Thank you,

Company response to consumer: Closed with explanation