Consumer complaint received 2015-07-11
Company: Seterus, Inc.
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Seterus has failed to process a modification application and is in violation of several CFPB regulations. The application was submitted on XX/XX/XXXX and as of XX/XX/XXXX account representatives state there is nothing they can do but escalate the issue again to the underwriting team, their supervisor, as well as the account rep supervisor. When asked to speak with supervisor on XXXX separate occasions with XXXX different Seterus reps : XXXX stated on XX/XX/XXXX there is nothing supervisor can do because they already escalated it, and more recently on XX/XX/XXXX an account rep stated even the supervisor says " hands are tied '' and there was nothing they can do, but re-escalate it. Property is in the foreclosure process and despite the fact there was a modification submitted on XX/XX/XXXX that Seterus is failing to process, they still moved for Summary Judgement on XX/XX/XXXX. 
Timeline:XX/XX/XXXX Application submittedXX/XX/XXXX Confirm of received application, confirming all docs submitted and they will contact us with any additional requests. 
XX/XX/XXXX Follow up - no one assigned, asked for updated check stubs because old expiredXX/XX/XXXX Follow up - no one working the file, Account rep escalated the issue to all parties. 
XX/XX/XXXX Follow up - no one working the file, Account rep escalated the issue to all parties. 
XX/XX/XXXX Follow up - no one working the file, Account rep escalated the issue to all parties. 
XX/XX/XXXX Follow up - no one working the file, Account rep escalated the issue to all parties. 
XX/XX/XXXX Follow up - no one working the file, Account rep escalated the issue to all parties. 
XX/XX/XXXX Follow up - no one working the file, Account rep asked for a new application because everything had expired. Then found a new underwriter to assign the file to. Underwriter stated it was their fault documents had expired and we did not have to resubmit new documents. 
XX/XX/XXXX Follow up - general inquiry nothing neededXX/XX/XXXX Received letter - They will conduct a through review of information and make a decision whether eligible for assistance. 
XX/XX/XXXX Follow up - status was escrow orderedXX/XX/XXXX Follow up - nothing neededXX/XX/XXXX Follow up - status was waiting for XXXX approvalXX/XX/XXXX Follow up - status was waiting for XXXX approvalXX/XX/XXXX Follow up - status was waiting for XXXX approvalXX/XX/XXXX Follow up - status was waiting for XXXX approval, email sent to underwriter to see if there anything new and request a call back. ( No call back received ) XX/XX/XXXX Follow up - account rep concerned, may not have been sent to XXXX, escalated the matter to all parties. 
XX/XX/XXXX Follow up - Escrow ordered on XXXX XXXXXX/XX/XXXX Follow up - Some review for escrow but no decisionXX/XX/XXXX Received final notice before tax saleXX/XX/XXXX Follow up - No new notes since XXXX XXXX ordering the tax, escalated it, transferred to tax department. Received confirmation from XXXX whom handles Seterus taxes, that taxes have been paid. 
XX/XX/XXXX Follow up - No new notes since XXXX XXXX ordering the tax, escalated it.

Company response to consumer: Closed with explanation