Consumer complaint received 2016-11-03
Company: Seterus, Inc.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am writing this in reference to a response you received from Seterus, Inc. in regards to XXXX. Seterus has misrepresented the information. They state they received nothing in regards to a loan modification request for loan number XXXX. I was under the impression until yesterday Seterus was cooperating with me on the loan modification. I have sent them The XXXX 's Assistance form as well as all other documents requested by Seterus over XXXX times since they said we should have an answer in XXXX to XXXX days. They told you they had not had any response from us from XX/XX/XXXX through XX/XX/XXXX. I ca n't go back to the response to cfpb but you can see their response to you which we did not receive a copy of. I appears the are misleading you as well as myself. I have stayed in constant contact with Seterus and have thwe phone records and all correspondences with Seterus as well as the copies I have sent to them. In XX/XX/XXXX Seterus advised me after sending them everything requested, they were reviewing the information. Then I called every XXXX weeks. Each time I contacted them, the employee would say they sent me a letter stating the need for additional documentation not requested at the time of the request for XXXX " missing '' document. This has been going on since my loan was transferred to them from XXXX. To understate the horrible service for this request would not be possible. I have sent this to them completed 3 times since XX/XX/XXXX. I was advised to resend it again last week because they said the Borrowers Assistance form was incorrect this time. I uploaded a new package of a new Borrowers Assistance form Thursday XX/XX/XXXX. They ask me to call them Tuesday to make sure they got it, my house has now been moved to foreclosure status with no sale date according to the XXXX When I told her I was informed last week to upload the documents she kept going back to someone over her and placing me om hold. She informed me they did n't have all the documents in so they closed the modification request. She told me they showed they spoke with me last week. This was when, they advised me to upload the new documents. This was done per their request, AGAIN ... this time only for the to have time to close the request for loan modification file. She acted as I was supposed to be aware of this. I was never notified and spoke with them XX/XX/XXXX and was told to send all the documents over other than the ones they have accepted as having no expiration date. I will send you a new update on the people and dates of contacts as well as Seterus request. But for their lack of acknowledgement that I have proof of contact when they deny this, is outrageous. I am going to summerize this information as well as the letters from XXXX, their compliance XXXX. She and In have spoke as well. She sent all of XXXX pages of her records stating they sent all of those letters, but I only received XXXX of those letters. Now, XXXX told me yesterday, she saw the documents were received I had uploaded. She also said she submitted a request to reopen the loan modification process as well. Certainly they will not handle this with any regards to me. I need to have someone to help me with this as I have proof of what as well as when was sent via fax or upload. Also why did they not tell me the file was closed on XX/XX/XXXX instead of telling me to resend the documents. These have been sent over per their request 3 times now since XX/XX/XXXX. I have proof. They do not

Company response to consumer: Closed with explanation