Consumer complaint received 2016-07-26
Company: Seterus, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Seterus Mortgage Servicing. Seterus acquired my mortgage in XXXX XXXX XXXX or XXXX. My mortgage was under the Homes Affordable Modification Plan ( HAMP ) and with the newly modified agreement there was n't any 15 grace period identified as the date before any late fee charges. My modification was completed in XXXX I believe and with XXXX. I continued to make the agreed payment after the XXXX of every month and acquired no late charges until XXXX XXXX with Seterus. Seterus had already been servicing my mortgage for almost 2 years now and never sent any updated modification with an effective date that identified any fees to be charged if my modified mortgage was not paid by the XXXX of every month. I contacted Seterus several times and including sending my modification agreement and note with the only response to be " so you want us to charge you for the other years you were not charged, is this what you are asking? '' I have all my payment history recently sent by them, which confirm when they acquired the mortgage and no late charges starting until XXXX of XXXX. I have asked for this to be removed from my Unpaid Balance as well as any interest I was charged by these amounts added to my mortgage. XXXX. I have also asked them to provide proof that I received the benefits of the HAMP {$5000.00} reduction in principal due to making payments on time which since inception of modification I received notices twice ( 2 ) that {$5000.00} funds would be applied to my balance reduction due to HAMP payments being made on time. This would be a total of {$10000.00} that they have yet to provide proof after asking. XXXX. Upon my request for the proof of principal reduction they did send me my payment history which identifies all payments while being serviced by Seterus on time before any month ended. Seterus reported myself and wife a 30 day late in XXXX of XXXX and also in XXXX of XXXX which I have provided the bank statements ( and have them on hand ) to prove the payments were taken from account. Also with the material they sent me that I received on XXXX/XXXX/XXXX the payment history from Seterus also has the proof in their system the payments were received on the XXXX of those months identified. Their negligence, handling of my payment reporting has effected not only my credit but my wife as well and our ability to refinance under HARP with the rate and cost that reflect what our credit should be. They fail to help, as well as defer ownership and accountability to any errors. I have spoken to managers whom also respond the same way as any other associates. I have in a call informed them that I would take matters to the CFPB and the response is, that will not help you sorry. I have any all material to provide to confirm information abov e, except the XXXX notices that due to payment history with HAMP I would be receiving the Principal Reduction benefit. However with the date of my modification and all payments reflected on time that would illustrate that I have received the notices however Seterus has not provided proof they reduced my principal.

Company response to consumer: Closed with explanation