Consumer complaint received 2015-07-29
Company: Seterus, Inc.
State: VA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I recently refinanced my home mortgage from Seterus Inc., to XXXX XXXX XXXX of Texas. The effective date of the mortgage transfer was XX/XX/XXXX ( see XXXX XXXX XXXX of Texas Letter, Attachment XXXX ) The payoff quote I received from Seterus for my mortgage account, dated XXXX XXXX, 2015, included the payoff of my yearly homeowner 's insurance ( HOI ) premium, which was not due until XXXX ( Seterus Payoff Quote Letter, Attachment XXXX ). 
An account statement sent by Seterus on XX/XX/XXXX, shows that 3 payments equal to our former XX/XX/XXXX HOI premium of {$2900.00} were made by the company on XX/XX/XXXX ( Seterus Account Statement, Attachment XXXX ). 
However, our new mortgage loan included advanced payments for the XX/XX/XXXX HOI premium that was due to XXXX XXXX, in the amount of {$1500.00} ( Hud-1 Statement, Attachment XXXX, line XXXX ; XXXX XXXX XXXX, Attachment XXXX ), as well as property taxes due to our County of Residence on XX/XX/XXXX, in the amount of {$1500.00} ( Hud-1 Statement, Attachment XXXX, line XXXX ). 
My annual Seterus Escrow Statement, dated XX/XX/XXXX, shows my escrow balance should 've been {$1900.00} as of XX/XX/XXXX, which is the date my mortgage was current through prior to the payoff on XX/XX/XXXX ( Seterus Escrow Statement, Attachment XXXX ). 
Despite all of the above, on XX/XX/XXXX, I received an escrow disbursement check from Seterus of only {$210.00}. When I called the company to inquire after the check, I was told that it is all that is owed back to me from my escrow balance ( Seterus Disbursement Check Voucher, Attachment XXXX ). 
I dispute this claim, demand that I be refunded {$1900.00}, which is the balance that should 've been in my escrow account, minus the {$210.00} I have already received from Seterus. Additionally, I demand to be refunded the {$2900.00} Seterus included in my payoff quote and paid my HOI servicer, which was an overpayment, as my current mortgage provider has paid my XXXX premium for the year ( See HUD-1 Statement for evidence of payment of both the HOI and County Property Taxes paid ). 
Additionally, as of the loan payment date to Seterus ( XX/XX/XXXX ), I was current with my mortgage loan through XX/XX/XXXX. As I was in an interest only loan with Seterus, my payoff quote should 've included the monthly interest payment of {$1700.00} that was due to Seterus for my XX/XX/XXXX payment ( see Seterus Account Statement, Attachment XXXX, to verify monthly interest payment ). 
However, the quoted payoff amount from Seterus included unpaid interest charges totaling {$3600.00}, far exceeding the XX/XX/XXXX interest payment that was owed ( Seterus payoff Quote Letter, Attachment XXXX ). Seterus has provided no explanation as to the accounting of the interest charges quoted in the payoff amount. 
I dispute that the interest owed should 've been in any amount greater than {$1700.00}. I demand a written statement from Seterus accounting for the interest charges quoted in the payoff quote, as well as any refund owed above and beyond the {$1700.00} that was due. NOTE- if the interest charges included a XXXX 2015 interest payment to Seterus, that is erroneous, as the Seterus loan was fully paid off as of XX/XX/XXXX, and no XX/XX/XXXX payment was owed.

Company response to consumer: Closed with explanation