Consumer complaint received 2015-11-10
Company: Seterus, Inc.
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We are writing you regarding our mortgage that we previously held with Seterus. This property was sold on XXXX XXXX, 2015 and was paid in full on XXXX XXXX, 2015. We are trying to get our escrow balance of {$3600.00}. We have made several calls to the customer service department and have gotten very poor customer service and inconsistent information. Below is a summary of our communication with Seterus. 
At closing, we were told that we would receive our escrow balance within 30 days of closing. 
We called Seterus on XXXX XXXX, 2015 because we had n't received the escrow balance. 
We spoke with XXXX XXXX and she told us that the payment was in process and we should have received it by now. 
We discovered that our address was not updated to our new address in XXXX despite it being provided to Seterus. 
However, our mail was being forwarded by the U.S. Post Office and we were receiving correspondence from Seterus and all our other mail. 
XXXX XXXX updated our address and asked us to call back if we did n't receive the check by XXXX XXXX. 
We called Seterus back on XXXX XXXX because we had yet to receive the check. 
We spoke with a gentleman that was very kind and he researched our issue. 
He informed us that checks are not forwarded but the US Post Office from Seterus though he could n't offer an explanation on how that was determined. 
He told us that we had two options. 
1. Continue waiting for the check. 
2. Allow Seterus to cancel the check and issue a new XXXX and we should receive the new check within 10-14 business days. 
We asked him to cancel the check and issue a new XXXX. 
Sometime the week of XXXX XXXX, we received the original check. The check shows that it was received by Seterus on XXXX XXXX. 
That information was n't in the system for the representative to see so they did n't know it was back on its way to us. 
Since we were told the original check was cancelled, we did n't cash it. 
We called Seterus on XXXX XXXX, 2015 because we still had n't received the escrow balance. 
This time we spoke with XXXX XXXX. XXXX XXXX informed us that our disbursement was under investigation and the investigation would take 30 days. After the investigation was complete, it would take 10-14 business days to receive our check. 
When I tried to explain that was not what the previous representative told us, she told us that 's not the policy, they were wrong and we 'd have to wait. 
The more questions I asked, XXXX XXXX increasingly grew more rude with us. 
When I asked to speak with a supervisor, I was put on hold. When she came back she told me no one could expedite our check. 
We again asked for a supervisor and was put on hold. She came back to ask why we wanted to speak to a supervisor. We told her we were unhappy with the service we were receiving and she directed us to fax or mail a letter to Seterus. 
This exchange continued for over an hour. Finally, we got a " supervisor '' XXXX XXXX. 
We explained the situation to XXXX XXXX. He told us it was our fault we did n't receive the check because we did n't update our address. He also said, there was nothing he could do and the investigation would take 30 days and we would receive our check 10-14 business days. 
XXXX XXXX was not open to help problem solve since we have the original check. He kept repeating the investigation would take 30 days. 
We would like you to remedy this situation immediately by doing one of the following. 
Verify that the original check, check number XXXX, has n't been cancelled so that we can cash it. 
Send us a new check as soon as possible as it was supposed to be received by XXXX XXXX, 2015.

Company response to consumer: Closed with explanation