Consumer complaint received 2016-12-08
Company: Seterus, Inc.
State: IL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I submitted a complaint a couple of months ago and got a response that was not satisfactory since the mortgage company still has not accounted for all of the money in question. I reached out to the individual who replied to my complaint like she told me to do with further questions, but its been a month and still has n't returned my call. 

Here is the original complaint : Since Seterus started servicing my loan ( XXXX ) I have always been on time with my payments. I recently refinanced my loan with another bank in XXXX and during that process I called Seterus to ask about my payment history/payoff letter and we uncovered that I was showing late each month since XX/XX/XXXX. 
Looking into it further, my loan is a modification which started in XXXX and for 5 years the interest rate stayed the same. In XX/XX/XXXX, that interest rate changed causing my payment to increase by a little bit. I was unaware ( being 5 years later ) that the change was happening because I was never notified by Seterus. They told me because of my bankruptcy ( XXXX ) they could not send letters asking for money, but when it impacts an account to this magnitude I 'm not sure why. If my payment changed because of escrow they sent me a letter so not sure why they did n't do it for this change in payment. I paid my regular payment like I always do on XX/XX/XXXX for XXXX 's payment in the amount of {$1700.00} and since it was short by about {$80.00}, I was told the payment went into a suspense account thus not paying XXXX payment. A simple phone call or some sort of correspondence would have corrected this problem as I have always been on time with my payments, but I received nothing so I thought everything was okay. I should have at least been giving the opportunity to correct this in XXXX and not find out I 've been delinquent 8 months later. Since that time, my account has shown late every month and late fees were being pulled from this suspense account ( again no notification ). In XX/XX/XXXX a fee of XXXX was pulled from the suspense account for some sort of corporate advance fee?? With all of the late fees and the XXXX fee for who knows what, it still does n't come close to adding up to my original payment and they told me the suspense account had a {$0.00} balance. This simple lack of communication had put my account delinquent and I have always made my payments on time. ( Please check history ). 
I am no longer with Seterus, but I am asking if you can review my account and their deceptive practices. This lack of communication on their part has cost me hundreds and hundreds of dollars in fees and if I would have been notified about the gap in payment, I would have paid the extra XXXX that was needed to pay XXXX 's payment and I would n't have been in that situation. 

Since this communication they have admitted fault and credited me {$440.00} in late fees ( Attached ). They also show a credit on the payoff letter of {$800.00} which brings the total credit to me of {$1200.00}. Since my original payment that went into the suspense account was {$1700.00} that leaves {$500.00} still unaccounted for. I would like to see all transactions that came out of the suspense account that will account for every penny of my payment because as it stands now I am still owed XXXX. 
I have attached all of the paperwork that Seterus sent to me, but it does not provide an accounting of transactions from the suspense account.

Company response to consumer: Closed with explanation