Consumer complaint received 2015-11-27
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I started this process back in the beginning of this year. I was approved for a modification and trial plan back in the beginning of the year. The documents were originally sent to the wrong location so when I receive them I called and spoke to Seterus to make sure the modification trial was still valid. I spoke to a representative who assured me she had spoken to underwriting and approved the trial plan to be active. Following that conversation, I made all XXXX of the trial plan payments as agreed and received confirmation numbers from each of the live representatives who took the respective payments. After all of this happened and I tried to start making the permanent trial plan amount payments, I was informed that the trial had never actually been active. I did confirm with this person that she could see where I spoke to someone and they did notate the fact that the trial plan should have been kept active but someone dropped the ball and never picked it up. After this I tried for months to get it rectified with absolutely no success. All phone calls were ignored and all letters were also ignored. I eventually got someone from government and consumer affairs department named XXXX XXXX to agree to receive my letter of explanation and request to restart the trial. This letter is attached to this complaint. Back at that time I also submitted an initial CFPB complaint. Nothing came of it except for XXXX XXXX call me and telling me that they would only consider offering me a modification if we paid them over three months of payments at one time totaling more than {$4500.00}. Because of how much of a toll this took on me, I had been out of work for multiple days due to XXXX problems that made me far less effective as an employee and as a mother. This part of this process has taken a terrible toll on my life. After I received this notification I appeal to Seterus to allow me to restart the trial since they had messed it up. I spoke to XXXX and they said that Seterus have the ability to make this decision. However, Seterus made the active decision to not allow me to do this even though they had been the cause of the failure in this case. I was advised my only option was to start as if I had never been offered anything in the first place and submit documentation. I did this and have been doing this for eight months. I have been receiving the same request for the same documents over and over, normally XXXX letters requesting the same thing for the same date. What is prompting me to do this complaint today is that wall on my XXXX celebration break, I received petrifying and terrifying letters from a number of local attorneys. These letters were written based on the fact that Seterus had filed a legal process against me and it appears that they initiated the process of foreclosure. When I started the process after the trial was messed up, I was told in no uncertain terms that during my application for assistance with Seterus, there would not be any new action taken against me to start or continue the foreclosure process. I should have known to get this in writing in someway or record the conversation but now I am simply terrified. Every minute of every day since I started receiving these notices I have been unable to sleep or eat or even complete day today functions. All I want is to keep my home. I did everything I was supposed to do during the trial and I made all of the payments I was supposed to make. Had it not been for this massive awful process I would still have a full-time gainful source of employment and my physical and emotional health would be 10 times greater than the terrible and frail state it is in now.

Company response to consumer: Closed with explanation