Consumer complaint received 2015-12-06
Company: Seterus, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I unintentionally sent XXXX payments [ {$850.00} & {$920.00} ] to Seterus via XXXX XXXX Bill Pay. The mortgage payment had recently gone up to {$860.00} so I planned to pay {$920.00} instead of {$850.00}. Thinking I was editing the payment which was scheduled to go out the next day, I actually created a new payment of {$920.00}. By the time I realized what I had done, it was impossible to undo it. I initially contacted XXXX XXXX hoping they could stop/retrieve the payment. Because I created the payment after XXXX there was nothing they could do until the next morning. But since the payment was scheduled to go out for the next day, it was already in process by the next morning. They eventually explained that Seterus only allows them to send electronic payments, not paper checks. So since it was an electronic payment, they suggested I contact Seterus. 

I contacted Seterus the next day ( XXXX/XXXX/XXXX ) and explained that the extra payment was sent unintentionally and that I want it back. The first person I spoke with was an agent who identified himself as XXXX XXXX. He said right off the bat that the payment would be applied to the principle. I objected and told him I could not afford to send XXXX payments ; that it was an accident and that I wanted my money back. He told me to contact the bank and stop payment on the check. That 's when I found out from XXXX XXXX that Seterus only allowed electronic payments from them. 

On XXXX/XXXX/XXXX, I spoke with an agent who identified herself as XXXX. She said the payments had not arrived but that when they arrived she would " set a task '' to reverse the payment. I called back on the XXXX and several times between the XXXX and the XXXX. The automated recording noted at each call that Seterus received a payment of {$1700.00} on the XXXX and that my next payment was due on XXXX/XXXX/XXXX. That never changed although I was being told by XXXX XXXX XXXX that my refund was " in process ''. 

I had to retell the story to every agent I spoke to. Each time I asked to speak to a supervisor, but was told he ( XXXX XXXX ) was either busy or that they could resolve it for me. I felt like I was being given the run around. They told me in order to get a refund I needed to produce a letter from my bank to prove that I was n't asking for the refund because my account was overdrawn. I have to admit this was stupid and made me angry. I argued it was none of their business whether my account was overdrawn ( it was n't ). After all, they were putting money back into it, not taking money out. Even my banker argued to Seterus ' rude supervisor, XXXX XXXX, that no mortgage company required such, including XXXX which they work with on a regular basis. I objected, but since they insisted, I faxed them a letter from the bank as they required. They emailed me on the XXXX that they received the fax. 

I expected that my money was in route after the XXXX. On Friday, XXXX/XXXX/XXXX I spoke to an agent identifying herself as XXXX XXXX. She clarified that I wanted the {$850.00} refunded and the {$59.00} extra applied to principle reduction. She said that she would request the refund and that it would take XXXX business days. I clarified that the XXXX was Day 1 of the 5 business days. So I expected to have my {$850.00} in my account by Friday the XXXX, since XXXX would cancel out XXXX day. Needless to say, the money never came. I spoke with an agent identifying himself as XXXX. He found my situation very funny and then put me hold forever. I eventually hung up and called back later and spoke with an agent identifying herself as XXXX. She said it actually takes 14 days to receive a refund. Then she dropped a bombshell. She said she did not see anywhere in the file where a request for a refund was ever submitted. So Seterus lied to me under the tutelage and guidance of XXXX XXXX XXXX. My money was never returned. It was applied to the next payment.

Company response to consumer: Closed with explanation