Consumer complaint received 2016-04-21
Company: Seterus, Inc.
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
As of XXXX XXXX, 2016 Seterus, Inc took over my mortgage from XXXX. Approximately the XX/XX/XXXX I received a notice from Seterus stating that I do not have hazard insurance and that if I do n't get it myself they will set it up. I called the customer service number and told them about my insurance and updated my insurance information via their website as instructed. On XXXX XXXX I received a second and final notice of forced placed hazard insurance. Before I called, I sent in my insurance information via the website, mailed it and faxed it. Then I called and they said that since I had insurance, the forced placed insurance would not be instituted. In XXXX I got notice of the billing for the insurance. I was charged {$2500.00} for the XXXX XXXX forced placed hazard insurance. Again, I updated through the website, mailed, faxed and this time I called my insurance agent and asked him to update my mortgage holder with the insurance company. Again, I called and I was told that they received my insurance information and that the charge for XXXX XXXX would be reversed. For the past several weeks I have called 1-2 per week trying to get this fixed. Every time I speak with someone, my answers from them are different. My escrow balance is lower than what I calculate it to be by {$750.00} from my statements. When I called escrow, they have an even different amount showing my escrow balance. I have asked for an accounting and I was told " we have already sent it to you. '' I have requested it via fax ( have copy of request and their acknowledgement that they received fax ) and yet I have not received it. I was told it was sent on a date in XXXX when I requested it on XXXX XXXX. Everytime I speak with them I am on hold for 20 minutes at a time and never get straight answers. Originally, my escrow payment was {$600.00} per payment. Then it was raised to {$680.00} for the forced placed hazard insurance. Since I can not get an accounting of my escrow, I do not know the exact amount that was transferred with the loan from XXXX XXXX XXXX. My tax payment that was showing from XXXX XXXX XXXX did not reflect my XXXX XXXX and therefore was showing almost double so I understand that was reflected in the {$600.00} escrow payment. When I received my notice of XXXX Tax payment I forwarded it to Seterus via Fax. They showed on the website the corrected amount of taxes within days and showed they made the spring payment. On my XXXX XXXX, 2016 statement I show an escrow balance of {$4000.00}. They only show paying XXXX taxes of {$1100.00}. However, I was just told on the phone that they reversed the charge for XXXX XXXX but my escrow balance is only {$1800.00}. My balance should therefore be {$2800.00}. I was told on the phone just now by the escrow CSR XXXX XXXX that " everything is paid '' but would not tell me what exactly " everything '' was. When I called I thought my balance was {$750.00} short. After talking to escrow, my balance they are showing is {$1000.00} short. 
Details on Taxes and Insurance : I do not require PMI insurance XXXX and XXXX Taxes are {$1100.00} each The accurate insurance is XXXX XXXX XXXX {$1600.00} Annually Expires XXXX/XXXX/2016 {$1100.00} + {$1100.00} + {$1600.00} = {$3900.00} annually approx. escrow payment should be {$330.00} They are taking more than {$600.00} per month. I was told after escrow analysis was done that escrow payment of $ XXXX shows me at a {$0.00} balance. 
I have gotten mad, I have cried, I have tried to be calm and patient. I have done everything in my power to get this fixed and I can not get anyone there to give me consistent answers and I do n't see anything being fixed. This is making my house payment about {$300.00} more than it should be. It does n't look like I will ever get that back either because they tell me it 's accurate. 

PLEASE HELP ME!

Company response to consumer: Closed with explanation