Consumer complaint received 2016-05-04
Company: Seterus, Inc.
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Seterus has exercised vague and unbound fees which represent undocumented modification to the original contract while presenting complex and confusing billing that present past due amounts that include future due payments Exhibit " 1 '' is a bill from XXXX XXXX, 2016 shows a Payment due date '' of XXXX XXXX 2016. This bill is a clear miss-representation of my account. The past due amount at the time of the bill is B - C : XXXX - XXXX = XXXX Furthermore, I have " E '' ( Suspense credit ) in the amount of {$370.00} Thus the amount really owed is : B - C - E : XXXX - XXXX XXXX = {$280.00} Shown on Exhibit " 1 ''. The line item named " Total Charges '' ( D ), is vague, and un-bound as it includes no finite number or description of what activity can or will be charged. 

This seems like an illegal contract as it is impossible to know that you are in compliance with a vague, and unbound clause of a contract. These fees are also created and imposed without any notice or option of the consumer to contest the implementation. To add further to the confusion, and emotional distress, the consumer is left to guess at what this charge is, and how they are being paid off. 
Here is Proof : Exhibit " 1 '' is a bill from XXXX XXXX, 2016 shows " Total Charges '' ( D ) of {$76.00}. 
Exhibit " M '' is an explanation by Seterus titled " HOW TO READ YOUR STATEMENT ''. In this sheet " Total Charges '' line item showing that " K '' of the sheet is the definition : '' Unpaid charges at the close of the statement cycle, which may include late charges, returned check charges, attorney fees, etc. '' What is " etc. '' exactly? Where on the bill is an explanation of what this fees consists of? Is It in the section titled " Past Payment Breakdown ''? in line item ( F ) " Charges '' is a value of {$12.00}. However, the heading is " Paid Since Last Statement ''. So that 's not it. At the bottom of the billing statement is ( G ) " Activity Since Last Statement ''. But, nothing in that section even adds up to {$76.00}. 
I also received another enclosure Exhibit " N '' titled " GENERAL SCHEDULE OF FEES AND COSTS ''. I was unable to match any of the definitions or fees on this schedule to the " Total Charges '' ( XXXX ) of {$76.00}. 
If there is a charge on the bill why is n't it expressly shown? I have a hard time believing that this is not required by law. 

It seem to me that In order to get credit for the next payment, I should subtract the " Suspense credit '' of : {$370.00} from the " Regular Payment '' of : {$470.00} : C - E : XXXX XXXX = XXXX So I made a payment of {$120.00} on XXXX XXXX, it was received on XXXX XXXX and shown on XXXX XXXX. So this is not shown on the XXXX XXXX billing, but is shown on the XXXX XXXX billing. 
However, there is still confusion : XXXX XXXX, " Suspense credit '' is {$370.00}, an XXXX XXXX, " Suspense credit '' is {$370.00}, XXXX XXXX, " Suspense credit '' is {$1.00} ( After the {$120.00} payment. ) XXXX XXXX, Exhibt-4 {$120.00} payment and USPS Return Receipt. 
But XXXX XXXX, " Amount Due '' of : {$1100.00} XXXX XXXX, Amount Due '' of : {$1100.00}, XXXX XXXX, Amount Due '' of : {$1000.00} ( After the {$120.00} payment. ) In Exhibit-3, It seems clear that the Suspense account has been depleted. However, where did it go? 
XXXX XXXX, Amount Due '' of : {$1100.00}, XXXX XXXX, Amount Due '' of : {$1000.00} XXXX - XXXX = XXXX The calculation should be : XXXX - XXXX - XXXX = XXXX So why is {$1000.00} shown due? 

So not only are there not specific descriptions on this form for these fees, but no reasonable effort on my part has yielded any definitive explanation of the charges, or where payments went.

Company response to consumer: Closed with explanation