Consumer complaint received 2015-04-30
Company: Seterus, Inc.
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX CEO SETERUS RE : loan Once again I mistakenly contacted customer service at XXXX expecting to be assisted in my issue regarding {$83.00} that should have been credited to my principle account in 2010. Once again third time in 3 months your customer service department ca n't seem to pull it head out of its XXXX and answer a simple question. Once again today i was hung up on and refused to be allowed to speak with a customer service supervisor. 
Today the first XXXX that ca n't distinguish between call on hold and transfer button to voice mail. XXXX took my information and put me on hold for 17 minutes that was then switched to voice mail and I was disconnected. Typical when i have called over last 3 months. Called back and got connected to XXXX who i asked several times to speak with a supervisor. She refused and i was fed up with this XXXX that ca n't seem to understand I did n't want to talk to another XXXX rep that ca n't understand the customers simple request to deal with a supervisor. I hung up XXXX and called a third time and spoke with XXXX. Of the 3 she at least understood and honored my request to speak with a supervisor. After 6-7 minutes I was able to talk with a supervisor the was a total waste of time. The supervisor kept insisting that her people acted correctly, even though they XXXX dropped the ball first disconnecting me and then refusing the request to speak with a supervisor and not the XXXX. 
I will not be lectured by anyone including the XXXX supervisor when you XXXX clowns as a matter of habit hang-up and disconnect my calls EVERY TIME i have called in the last 3 months. Your supervisor lame XXXX apologies and lecturing the customer is not acceptable. If the department that deals with this stonewalls me in giving a response I directly hold your XXXX lame XXXX customer service accountable since they are the only contact number I have. Rather than answer a simple question or check with and inform the customer why they are on hold for 17 minutes or your XXXX customer service department try 's to defend its XXXX response and treatment of customers. 
This is nothing new with this XXXX company every time in the last year with the exception of one time I have been shuffled around, placed on eternal hold and hung up on. This attitude always comes from the leadership top down on how customers are treated. I 'm XXXX sick of your companies XXXX customer service reps. I am looking to refit and get XXXX away from this XXXX mess. The treatment you allow customers to endure is criminal and that is a understatement. Apologies from any XXXX supervisor or CEO XXXX mean nothing. 

Fix the issue and I also want the principle amount corrected for interest wrongly charged on the missing {$83.00} dollars since 2010. I will forward my complaint to XXXX and any other regulating agency that can slam you company and file charges for your unlawful misdirection of funds and wrongly accrued interest on the amount in question.

Company response to consumer: Closed with explanation