Consumer complaint received 2015-04-08
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Our Mortgage loan originated with XXXX in XXXX, then was later sold to Seterus in XXXX. In XXXX, my husband became active duty military, so we proceeded to ask for a rate reduction due to SCRA Act. At first, they denied my request stating that my husband was not on the Note. However, once I told them he was on all the collateral documentation, they complied by reducing our rate from XXXX to XXXX. I provided his military contract, which does not expire until XXXX, XXXX. I have always made my payments on time, never being charged a late fee. My husband has since been sent to XXXX, for the remainder of his contract, which we decided it would be best for me to live in our home and work in Florida until his contract ends. On XXXX XXXX, XXXX, I changed my mailing address on my Seterus statements to the property address. When I received my XXXX XXXX, XXXX billing notice, I realized that they increased my rate back to XXXX, even though we still are under the SCRA Act, AND made an interest adjustment to my account in the amount of {$2200.00}. I called Seterus to inquire about the change as I was not provided an Interest Rate Change Disclosure. The representative said she would call me back, and four days later I had not heard anything from them. I checked online several times and verified that my rate was still 7.125 %. I called again on a Friday, and spoke with a different representative who said that she could see where they modified my rate and that no notification was given. She called me back to say that they would be reducing my rate to 6.00 %, again but anytime my husband left the country or came back, they needed a copy of his orders? In the meantime, we were refinancing with another company, and closed on XXXX XXXX, XXXX. During our refi, the credit bureau had to call Seterus, due to them not reporting my payments to a bureau since XXXX. Again, I have NEVER had a late payment. Today, on XXXX XXXX, I received a call from the title company handling my closing stating that Seterus had REJECTED my payoff, and sent a NEW payoff was sent with another figure that was approx. XXXX more. My title Company also told me that they spoke with XXXX at Seterus, XXXX XXXX, she stated that my husband was deployed and these additional funds had to do with a payment reduction of some sort due to his military service and him being XXXX insinuating we were not making payments. I actually pay almost XXXX additional a month, XXXX my husband WAS NOT deployed. I then called this XXXX to find out what she was talking about, due to her previous statement being completely false. She tried to tell me that we had to pay due to our rate reduction. I explained that the funds that they lost due to our rate being 6 % were forgiven. She said no, that they needed to be sent to FHA? I told her that I was going to XXXX and file a complaint against Seterus, she then told me she did n't know anything about SCRA and that she would call me back. She did call back to say that the new payoff was to include monies being held in suspense? I can see on my XXXX statement that my payment was posted, and that they did charge an interest adjustment ( increase ) in the amount of XXXX. I have not received anything from them explaining this adjustment, or if it was even reversed. I do n't even know what date my loan began accruing the XXXX rate again. Now I have a huge problem, as my refi has closed and Seterus is stating that the previous payoff they provided my title company was in error and I owe over XXXX more but keep receiving false statements as to what it is for. I believe it has to do with my rate being erroneously increased and my interest adjusted. They have made so many mistakes, that I do n't trust them. I have XXXX XXXX mortgages at this point. They need to fix their mistakes, and I need help finding the truth.

Company response to consumer: Closed with explanation