Consumer complaint received 2015-12-29
Company: Seterus, Inc.
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Numerous repeated issues with Seterus putting my Mortgage into active bankruptcy since XX/XX/XXXX when the bankruptcy has been finalized and reaffirmed with Seterus receiving all documents necessary to confirm that the bankruptcy is no longer active and the mortage has been reaffirmed XX/XX/XXXX. Every occasion that Seterus falsely puts my account in active bankruptcy prevents me from receiving any documentation of the account current status occurs. When contacting Seterus they claim no documentation has been submitted to prove the bankruptcy is finalized. They prevent access to my account online except payment. Seterus refuses to talk to me without attorney approval due to active bankruptcy which is false. When able to talk to bankruptcy department they always state the mortgage has not been reaffirmed. XX/XX/XXXX I refinanced my mortgage for a better rate and no longer had Seterus as a provider for my account. XX/XX/XXXX my refinanced loan was returned to Seterus for services, which is proof enough that my mortgage has been reaffirmed. Law will not allow a refinance on a mortgage that is not reaffirmed. XX/XX/XXXX after numerous times before, Seterus again put my account in active bankruptcy. This time they reported to the credit bureau that my account has been closed, delinquent, and in active bankruptcy. Seterus claims they did not submit that report but submitted to the credit bureau reaffirmation of my account due to my request, which is false. Since XX/XX/XXXX I have numerous contacts with Seterus every time they state everything has been corrected. I am unable to receive paper statements mailed to my home, no access online to any digital statements, as of XXXX XXXX XXXX they have removed digital statements prior to XXXX XXXX. Numerous complaints filed to the XXXX of XXXX WA have been filed without success. Seterus keeps sending letters that all issues have been corrected. XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX are just a few of the contacts from Seterus that all have stated to me every month since XX/XX/XXXX that everything is fixed and you will received statements and full access to all documents next month. Every billing cycle the issues still exist. Then I contact Seterus and they say wait till next month. XXXX XXXX sent a letter XX/XX/XXXX stating monthly billing statements will be sent to address of record. XX/XX/XXXX I contacted Seterus again because nothing has been resolved. Seterus stated again I have to submit a request to fix the issue. Once again no solution. Now on XXXX I have received a statement from XXXX XXXX that I will not receive any statements for one to two more billing cycles due to " prior status of loan '' it appears they still accept bankruptcy and will not correct issue again .... always wait till next month. its been since XX/XX/XXXX every month I am told it is fixed, but its not .... Every time I contact Seterus they state they require all documentation of bankruptcy even though they have received documentation more than once and also through my legal representation of bankruptcy at the time. I have been damaged from false report submitted by Seterus on my credit report. They have removed it but state that they never submitted that false report or have removed it. I have no solution to the issue of Seterus not correcting all the issues generated from there repeated actions of putting my account into a false active bankruptcy. Over 6 times since XX/XX/XXXX I have issues of this reoccurring. Everything I have requested in the past they state they have no record of request. on XX/XX/XXXX XXXX XXXX has sent a confusing printout of activity since XX/XX/XXXX to XX/XX/XXXX reflecting payment etc. It took since XX/XX/XXXX and numerous complaints to Seterus to receive this. Still no solution.

Company response to consumer: Closed with explanation