Consumer complaint received 2016-05-03
Company: Seterus, Inc.
State: OR
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is my second complaint about Seterus Inc . Approximately 4-5 years ago when my loan transferred over to Seterus they did not accept the accelerated mortgage payoff program which was I was enrolled in. My mortgage payment was deducted from my account two times per month rather than just once which helped pay down the interest faster. Seterus never sent me any written correspondence advising me they did not participate in this program and six months after they were so called " servicing '' my loan they sent me a late notice ( which was a first for me ). They explained over the phone my loan payment had been late for the previous six months because they did not accept electronic payments ( despite getting only one late notice ). They explained my bill payer service was having to cut a check and mail it to them every month. This explanation did not make sense because I was scheduled to make the second final monthly payment well before the due date around XX/XX/XXXX and they were explaining they were n't getting my payment until almost 30 days later. I did not realize it took almost 30 days to mail and receive a check. This businesses behavior to me was suspicious and since this took place without any notification for a long period of time I no longer trusted them. I have a paper statement sent to me and will not partake in electronic statements. I have my bill payment provider cut a check to them half a month early ( just in case ). In the recent past I spoke to about XXXX different individuals who could not explain a discrepancy on my escrow ( which has yet to be resolved ). When requesting a full escrow analysis was advised they only give that out once a year and I would have to wait until the next time around. I was also told to send a request in writing or fax it, so I sent a faxed in letter to the number provided, called back several days later to confirm they received it and was advised they could not tell me because they did not have access to the faxes. When I asked to speak with someone in escrow they explained they do not have phones and did not accept emails and the rep told me they had all been fired in escrow due to " issues '' ( she then said she should not have told me that ). Fast forward to my current issue, I am simply trying to find an address to send my principal payment to. This should be a simple process ; however, last time I sent a principal payment we had to call to find my payment because it was not posted until approximately 30 days later. They gave an explanation of " principal payments need to be sent to a specific address '', however, this address is not listed on any of my monthly statements or their website? Also, when I call them ( usually around XXXX to XXXX XXXX pacific time ) the answering service states I have reached them outside of their hours of operations and to call back later, but on my paper statement they list hours of operation being M-Th XXXX to XXXX and F XXXX to XXXX ( all pacific time ). This is the worst creditor I have ever had to deal with. I believe they try to be misleading and manipulative with information. I am very disappointed that nothing has been done to correct their bad behavior and poor customer service performance. Since the beginning I have not been able to trust what they tell me when they explain problems, there is usually not much effort put forth to try and resolve problems and now I feel I can no longer trust the information provided on my mortgage/escrow statement. I just want them held accountable for the incorrect information they have on my statement and the information that should be on the official website or statement like principal payment address.

Company response to consumer: Closed with explanation