Consumer complaint received 2016-01-20
Company: Seterus, Inc.
State: TN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Purchased a home XXXX/XXXX/XXXX using small hometown bank. Loan was sold to XXXX XXXX and then to Seterus, XXXX XXXX XXXX, XXXX Ct, XXXX. We had financial problems and got behind on the payments, so we done a loan modification which turned the loan into 40 ish year loan. My wife had been trying to keep up with the Mortgage payments and unfortunately not paying enough attention to the Account Statement. So XX/XX/XXXX I took over paying the payments working hard to get it caught up.I kept noticing a charge on the statment that just stated " Total Charges '' with no explanation as to what those charges where for. So I payed up XX/XX/XXXX which was behind and then received a XXXX of XXXX statements for XX/XX/XXXX which had a " Total Charges of XXXX ''. I called asked what that charge was for because it was not itemized on my statement. I got several different reason for the cost, anything from appraisal fees, past late fees, and other reasons which changed as we kept talking. I asked for a manager and waited on hold for several minutes and then spoke with XXXX XXXX and asked what the fee was and why was it not itemized on my statement and more transparent? He said he did n't know and would try to figure it out. I told him I would pay it if owed but would have to tell me Seterus arrived and that " charge '' he stated there was XXXX lates fees which was {$23.00} each. I did n't disagree and agreed to pay those but he could not account for the roughly extra XXXX dollars and told me he would write those off because he could give me an exact account of what the charge was for. I said that if he done that I will schedule a payment and we would be totally current with nothing else owed until the next statement is sent. He agreed and also waived the fees to do the payment on the phone then told me when my payment cleared there would be a XXXX balance until the next statement. If there was a problem contatct him directly at extension XXXX that he would fix any problems I have I said fine, by the way this was a phone call that lasted 1hour and 53 minutes just trying to figure out what that charge was for. So the next statement arrived with a another " Total Charges of {$85.00} '' whith out any explination of what it is for. So I called and they told me XXXX XXXX was not in they would help. I asked what the " Total Charges '' was for and the first lady stated it was late charges from XX/XX/XXXX. I told her had worked out any fees or the charges with XXXX the last statement and we should be up to date and asked for a manger. The XXXX lady told me it was for {$15.00} Apraisel Expense and {$75.00} " BPO Fee ''. I asked what that was she told me it was fee for doing research of the value of the properties around me so they could get an accurate estimate of my property value. Again this not itemized on my statement. So I got to checking checking back further in past statements that are downloadable from their web site and there is " Total Charges '' fee on the last 7 months I can find with no itemization for what those cost are for. In not being thourgh and checking out statements I 'm not sure how long that " Total Charges '' has been on my statement. I thought they are suppose to show me an itemization of what the payment is going for and for what fees or other charges I 'm being billed for. This is not happening and it seem they just throw a " Total Charges " fee on it at will and no set amount of the charge as it has varied every month. Surley this can not be a legal practice of just adding charges with out telling me what they are for? I feel like I am getting scammed and do n't know where to turn or go to for help, I was then advised to file a complaint with the CFPB. I do n't mind paying what I owe for but I do n't want to give them anymore than I have to. Is there anything that can be done or someone that can help me with this problem?

Company response to consumer: Closed with explanation