Consumer complaint received 2016-02-01
Company: Seterus, Inc.
State: NC
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX of XXXX, I sent in a letter of hardship to Seterus, Inc. along with a Borrowers assistance form and all the necessary documents they asked for in order to obtain a modification on my home mortgage. Through XXXX XXXX, XXXX XXXX and XXXX XXXX, I continued to send in documents as they requested. I would call them bi weekly after that to ascertain the progress of my modification, each time them telling me that it is in the process of being reviewed. Even after receiving a default notice I called them and they still told me that my modification was still being reviewed. On or about XXXX XXXX, XXXX, I called Seterus and asked him for the status of the modification, they said it was still being reviewed. 
On XXXX XXXX, XXXX, I called Seterus again and spoke to an upper level manager who told me ( after doing two days worth of research to find out what was going on ) his closest friend was the one who was supposed to be handling my modification and she " dropped the ball ''. He asked me if I can send in a completely new Borrowers Assistance Packet with all new information. He said this was important since they dropped the ball and my property automatically went into foreclosure status because they could not do the paper work in a timely manner. 
On or about XXXX XXXX, XXXX, I was served papers from the sheriffs Department notifying me that a court date has been set for XXXX XXXX, XXXX for my property to be foreclosed. 
It is clear through this summary of events, supported by copious documentation, that Seterus, Inc., by and through its agents, has, with gross mismanagement, neglected and mishandled crucial documents concerning my home loan and failed to take any necessary steps to investigate, evaluate or assess my eligibility for a modification. Seterus, Inc., by and through its agents, not only failed to send out any notification of denial of modification, but the decision of denial of modification was made during a phone call on or about XXXX XXXX, XXXX, with Seterus agent XXXX XXXX, when it was realized, in his words " they dropped the ball '' and failed to process my modification at all. Since all conversations are said to be recorded by Seterus , Inc., I encourage the retrieval of this and other recorded conversations between agent XXXX and myself, so that the full scope of this situation can be exposed. The acknowledgment by agent XXXX XXXX that Seterus Inc. is at fault for neglecting my documents resulting in foreclosure proceedings is in itself paramount. 

Seterus, Inc. never sent out any notification and never contacted me directly by phone or any other means to advise me that my paperwork may have been incorrectly filled out. Nor did Seterus, Inc. send out notification or contact me by any other means to advise me that additional paperwork was needed from me in order to assist in obtaining a modification on my loan. 

When both XXXX XXXX and XXXX XXXX told me that my paperwork was incorrectly filled out, I explained to them that I called Seterus, Inc., in the presence of an XXXX counselor ( HUD approved Counselor ) and that the representative of Seterus advised us how to fill out that form and all subsequent forms, they both told me that the Seterus agent I spoke to advised me incorrectly. It is my belief that when speaking to any agent of Seterus that I am in fact speaking with Seterus , Inc . Therefore, ANY information obtained from a trained agent would be the same as obtaining information and policy from Seterus Inc . They trained this person and put them in that position, I had no way of knowing if the information was correct or incorrect. It does not make sense to talk to the CEO every time I call to ask for clear guidelines to policy for fear that any one agent would give me incorrect information.

Company response to consumer: Closed with explanation