Consumer complaint received 2015-12-22
Company: Seterus, Inc.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage loan was transferred to Seterus Inc, in XXXX. Seterus collects my mortgage payments which include escrow ( P & I + Home Owner 's Insurance + Property Taxes ) Seterus, Inc. outsources to a third party the payment of the property taxes. XXXX XXXX XXXX XXXX I have been getting letters from the XXXX XXXX, NY that property taxes are still outstanding for XXXX. When I contact Seterus I am automatically transferred over. When I call XXXX XXXX XXXX XXXX XXXX XXXX every time I call they tell me a check was cut. When I questioned when, the dollar amount, and if it has cleared. They tell " oh we have to research that ''. This means another department has to look into it. They say you will get a call back from a supervisor ( never happened ). 
Another time they told me that XXXX XXXX wrote down the incorrect property lot number and that XXXX XXXX returned their check, but this was back in XXXX XXXX. I asked why has n't anyone research this. This is not the first year Seterus, Inc escrows my account. They have had my loan for since XXXX. Also now the county has XXXX late penalties and fees of over {$1000.00}. They tell oh ma'am you are not responsible for those fees. And they says this cool as can be. They do n't understand that I can lose my home. 
When they called me back they say we made your property taxes payment in XXXX XXXX. When I checked with XXXX XXXX XXXX XXXX on behalf of Seterus, Inc had paid first have of the taxes for XXXX. Year XXXX is outstanding entirely. 
Seterus, Inc has performed an escrow analysis on my account using incorrect property taxes due of over $ XXXX. This has made my monthly payments go up from {$1400.00} to double that amount new calculated monthly payment is {$2800.00}. I have called Seterus , Inc . I usally make my payments for {$1500.00}. Seterus, Inc is not applying or crediting my payments accordingly. They are just leaving them in suspense. Until a next the payment is made. This is making me late they are reporting me late with the credit bureaus. And I am assessing charges and fees unnecessarily. 
I have tried to explain to Seterus, Inc. customer service reps of the mistake on the escrow analysis. All XXXX of them all they do is try to make me understand what the definition of an analysis. " Actual Vs. Projection '' and that they have projected me to property taxes of {$22000.00}. When I try to explain that they are using incorrect data to perform the analysis and that I need them to recalculate them using the correct insurance payment amount and property taxes amount. The reps go into collection mode. They start threatening/intimating that if I do n't make the payments due in their system Seterus, Inc will foreclose on the home. In order to help me I have sing up or agree to a road map. The reps do n't understand that I 'm not late because my payments are late. It 's just that Seterus, Inc is not applying them like they need to be. 
It is not on Seterus, Inc to liquidate the house. Since the house has not recuperated its value for what the loan is for. Seterus, Inc or XXXX XXXX ( third party company for Seterus ) would not escalate this issue or resolve it. Seterus, Inc would not recalculate my escrow analysis.

Company response to consumer: Closed with explanation