Consumer complaint received 2015-12-30
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced with XXXX XXXX and received notification from then that my loan was transfered back to Seterus for my XXXX XXXX, 2015 payment. When I called Seterus to find out about payment options they had no information regarding my loan. To save myself the headache of not knowing what to do I paid my XXXX payment early to XXXX XXXX. 

I received an XXXX mail package from Seterus around the XXXX of XXXX with information on avoiding foreclosure and a packet to fill out. My mortgage was not late nor in a position for foreclosure so I was confused. When I called Seterus the representative insisted that it was a welcome packet and nothing to do with foreclosure. I insisted that it was not a welcome packet and was basically told that I did not understand what I was looking at. 

The welcome packet came the next day. I called back next day and was told there was nothing they could do about the way my call was handled the previously but that the XXXX mail package I received was something they send to everyone and that I should just ignore it. 

On the XXXX of XXXX I activated my Seterus account with my new loan number and signed up for Auto wthdrawals. The information on the auto withdrawal page said my XXXX payment would be withdrawn on XXXX XXXX. 

Today, XXXX XXXX, I checked my account information online to confirm that my XXXX XXXX payment will be processed and I could not confirm so I called customer service. I was told that they did n't show any pending ACH but that I should call back after XXXX XXXX to followup. I voiced my concern that is after my payment is due and was offered other payment options, none of which would guarantee that my ACH might not hit as well. 

I could not get any response on who processes the ACH requests, whether or not my ACH was received and just in process or how to prevent the possibility of double payments for XXXX if I used any of the other paymen options since they could not find any confirmation of what was going on with my ACH request. I spoke with XXXX XXXX, Customer Service located in XXXX, NC. today XXXX XXXX, at around XXXX. 

My experiences with Seterus so far in regards to my loan so far makes it seem as if they are focusing on putting road blocks in my way to force me to make my payment late. First, not receiving notification of my loan transfer that was effective XXXX XXXX until XXXX XXXX. Secondly not giving me a clear answer on the status of my ACH processing and if my XXXX XXXX payment will be auto withdrawn as indicated on the online submission but instead telling me to call back after my payment is due. Per the representative there was no escalation process for additonal help and callig back or using XXXX of the other payment options with the chance of a double payment were my only options. I am very concerned about the timeliness with which Seterus has handled my mortgage information and that I am not getting correspondence from them until after the fact.

Company response to consumer: Closed with explanation