Consumer complaint received 2017-04-24
Company: Seterus, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Hardship letter.   XXXX       To Whom It may Concern : This letter is to give you a clear idea of what I have been through with Seterus, a loan servicing company regarding my loan on the following property : Address :   XXXX   XXXX   XXXX   XXXX ,  XXXX , Alabama,  XXXX .   Foreclosure date :   XXXX   XXXX   XXXX   Foreclosure amount : {$47000.00}  XXXX  slightly more now  )   XXXX  :  XXXX . Last year I did loan modification with Seterus, and paid  XXXX  months of trial payments. When they finalized the loan modification program, they raised the monthly payment beyond what I paid before the modification. So I called to complain. The person who answered the phone gave me an address to send in my complaint. I did. But I never heard from them.      2. I  called several times to follow up. Every time I called, I was told that they did receive my letter and the case was under review. Therefore, they asked me to be waiting patiently.     3. On   XXXX  , I was hospitalized because of a severe fall. I was   XXXX   at the   XXXX   XXXX   for 6 days. After I woke up, I was transferred to their   XXXX   XXXX   for observation for  XXXX  days. Then my  XXXX  spared me of   XXXX   XXXX   because my  XXXX  stopped  XXXX . I was then transferred to a    XXXX   XXXX   XXXX    to recover from the   XXXX   XXXX       Meanwhile, my tenants at  XXXX   XXXX   XXXX   XXXX , Alabama took advantage of the situation and stopped paying rent. I finally evicted them in the beginning of   XXXX   XXXX    On   XXXX  , I signed a listing contract with a realtor. About  XXXX  month later, he decided to take a break from real estate business, and handed my listing with him to another broker. That broker told me that he had a hard time to sell the house as is.      4.  All this time I hired   XXXX   XXXX   XXXX   to do loan modification with Seterus for me, because the interest rate was too high ( 8.75 % ) ; on top of that I had to pay about $ 100 monthly PMI for 10 years already ; also, I needed to reduce stress as mush as possible to facilitate healing of brain injury.  XXXX  submitted loan modification application on my behalf, but  XXXX  denied that they ever received my application via  XXXX . So, they mailed me  XXXX   XXXX   XXXX  form to sign in late  XXXX . They later also mailed me a loan modification package and told me that there was no foreclosure on the property, and that I still have time to resubmit the loan modification application.     5. Because the realtor told me that I need to rehab the house to make it easier for him to sell ; and the Seterus staff told me that I still have time, so In   XXXX   XXXX  , I began to have some handymen rehab the house. Since I am in a  XXXX   XXXX , confined to the wheelchair, I dont have earning power. Luckily, through diligent prayers, I found some rehabbers willing to start the work, if I paid for the materials, and they would wait to be paid for the labor in the escrow ( when the house is sold ). I was also able to find a private lender to lend me material money, and get things started.      6.  The rehab work is basically completed now, except that we are waiting for the windows to be replaced. Meanwhile I received a foreclosure notice from  XXXX , Seterus ' foreclosure attorney 's office. They sent the notice to my old address and forwarded to me by the post office  XXXX  weeks ago. The foreclosure date was set for   XXXX   XXXX   XXXX  . In the notice it was indicated that my principal balance was {$39000.00} ; and what I owed in full was {$47000.00}.     7. Prior to receiving the foreclosure notice, I called Seterus several times, and I was told that the property was not in foreclosure and I still had time to resubmit my load modification application. They also sent me the  XXXX   XXXX   XXXX  form for the third party to discuss with them about my loan. All these took place in   XXXX   XXXX   just recent  XXXX  weeks.     8. On   XXXX   XXXX   I switched the realtor to someone who seemed to have more energy and to be aggressive in selling the property in the area. But a few days later, I received the foreclosure letter from  XXXX , Seterus foreclosure company that their employees claimed never heard of.     9. I talked to a supervisor,  XXXX   XXXX , at Seterus several times about this. He indicated I should have my realtor call him, and he will worked with my realtor in terms of the postponement of foreclosure date.      10. M y new realtor tried several times to reach him on the number he gave to her to call. But every time she called she was told that they could not find such a person.      11.  So I did a three-way phone call and  XXXX  of us finally could talk on the phone together. However, he changed his tone completely. Before the three-way conference call, he said that he would work with me and my realtor, knowing my predicament. But when he got on the phone with my realtor and me, he denied that he said that. He was very adamant that he would not postpone the foreclosure date. The only way I could avoid foreclosure is coming up with cash to pay Seterus off or have the property sold before   XXXX   XXXX   XXXX  , and able to pay Seterus off.     12. As described above, there was a lot of confusion orchestrated by Seterus. Had Seterus told me that the property of  XXXX   XXXX   XXXX  will be in foreclosure soon, then I would not have spent a lot of money, time and energy to rehab the property. I would just let them do short sale as is. Now that they found out the rehab is done, they insist to foreclose all of a sudden.     13. To me, their behavior is unprofessional and unethical. They should postpone the foreclosure sale, and allow my new realtor reasonable amount of time to sell the property for a fair price, so that we have sufficient amount of money to pay off  Seterus (   XXXX   XXXX , pay the rehabbers, pay the private lender who lend me money to pay for materials, and partially reimburse me for rehabbing the house  XXXX  times, paying for taxes and insurance, and PMI for the past 10 years. Please intervene!

Company response to consumer: Closed with explanation