Consumer complaint received 2017-03-21
Company: Seterus, Inc.
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XX/XX/XXXX my company transferred me to the state of XXXX from XXXX. I contacted my Mortgage company to inform them of this change and that I was unable to hold the property located in XXXX while living in XXXX and what would be my options. Since I would be unable to sell the property for what I owed due to the housing economy in XXXX that I would have to put my home up as a Short Sale. I have lived and owned this property for 10-years and the mortgage Company Seterus purchased my loan from XXXX a few years prior. 

During the short-sale process, my realtor in XXXX was able to obtain a buyer for the property and a prices was agreed upon with Seterus. The closing date was scheduled for XX/XX/XXXX. As the closing date approached, I received a call from my Realtor stating the buyer fell through. I immediate called my mortgage company because since the closing was in early XX/XX/XXXX that I was told that I did not need to make XX/XX/XXXX payment since a purchasing sale was signed and a closing date was scheduled in early XX/XX/XXXX. Since it feel through - I placed a payment immediately via phone with Seterus to meet the grace period and avoid late fees. My bank statement showed the transaction was processed. Back to square 1 in locating a new potential buyer. Around XX/XX/XXXX I receive a letter from Seterus stating that I was late in my XXXX payment and that I need to contact them immediately to work out a payment plan. I was like what and furious - I contacted the mortgage company and gave them the transaction number from when they pulled the funds out of my account. They stated they had no record of the transaction and would need to do an investigation and required me to make XX/XX/XXXX payment or I would be charged late fees. I expressed to them that they pulled the $ 's out of my account and it was not like I would have these funds readily available and that as far as i was concerned payment was made and that they needed to investigate. XX/XX/XXXX arrived and I made XX/XX/XXXX payment and in turn they applied it to XXXX, making me 30 days late for XX/XX/XXXX. I did not know this until I receive another letter from the mortgage company stating that my XX/XX/XXXX payment was due immediately and that I needed to pay to avoid late fees. I contacted the company and at this point is when they informed me that the payment I sent for XX/XX/XXXX they applied it to XX/XX/XXXX, still unable to explain to me where my {$1100.00} payment they pulled in XX/XX/XXXX went and I was told they were still investigating this. I was unable to make another {$1100.00} payment since I had just made another payment for XX/XX/XXXX. Approximately XX/XX/XXXX I receive a letter from Seterus stating they had located the payment that was pulled out of my account in XX/XX/XXXX and that it was their error and had placed the payment to another account. I was relived that finally they had located the payment, but in the meantime they submitted to the credit bureau that I was 60 days late. I called them again upset and they told me that they were unable to remove that due to govern rules. I have been fighting with them ever since to get this removed from my credit. The property finally sold in XX/XX/XXXX and I have always made my payments on time prior and upto the day the property was sold. I believe this company intentionally made these mistakes which caused scared my good standings. I need to report this company their unethical behaviors.

Company response to consumer: Closed with explanation