Consumer complaint received 2016-04-29
Company: Seterus, Inc.
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I completed a 5yr Ch. XXXX Bankruptcy in XXXX XXXX. 
During this time I had 3 different mortgage loan service providers. 

My current loan service provider, Seterus, took over the loan in XX/XX/XXXX. 
The BK trustee notified me in XXXX XXXX that with my BK coming to an end I would be responsible for making my mortgage payment beginning with the XXXX XXXX payment. 
I began making the payments beginning XXXX XXXX as well as the subsequent XXXX. and XXXX. payments ( after double-checking with the trustee 's office on the exact amount due ). 

While the last BK payment was made in XXXX XXXX the actual discharge date was not until XXXX XXXX, XXXX. At that time Seterus signed-off on the loan begin current and up-to-date. When I began to make the payments directly to Seterus in XXXX. I was able to access my account with Seterus online but was unable to set-up recurring payments ( I received a message that the account was past due and had to be brought current before recurring payment set-up was possible ). I assumed this was because the BK had not been officially discharged yet. While not able to set up recurring payments it did offer the option of making a one-time monthly payment via XXXX XXXX and that is how I have made my 3 payments to date ( XXXX, XXXX, and XXXX XXXX ). I have my XXXX XXXX confirmations as well as my bank statements showing the funds were paid on time. 

Once the BK was discharged on XXXX XXXX, XXXX I assumed that I 'd be able to set-up automatic payments beginning with the XXXX XXXX, XXXX payment but still received the " past due '' message at the end of XXXX so I again made a one-time payment via XXXX XXXX. A week or so later ( about XXXX XXXX XXXX ) I again logged into the website to see if it had been updated and it did finally show the account current and gave me the option of now setting up recurring payments. It also showed the correct monthly payment amount due on the XXXX of each month with a late fee assessed after the XXXX of each month. This was the first time I was able to see that Seterus agreed with the payment amount the trustee had told me to make. While relieved to see the account updated I chose not to set up auto-payments at that time. 

Yesterday, XXXX XXXX XXXX, I logged into my account to make my XXXX XXXX payment and the account is again listed as " past due ''. That is n't possible as all payments have been made and certainly nothing has changed in the 2 weeks since I had last checked the site and everything was " up to date ''. 

Also troubling is that I am receiving no monthly statements from the company and no statements are available to me online either, so there is no way of knowing how the mortgage payment monies are being applied, i.e. if they 've been received and what is being applied to principal, interest, escrow, etc. There is no information about the escrow account either, i.e. what 's in it and what 's been paid out. Their FAQ section has questions but there are no answers to any of them. 

In XXXX of having a mortgage and many mortgage service providers I have never encountered anything quite like this. There is no information being provided either by mail or online about the account other than an account number. The customer service phone number just loops you around and I have found it impossible to reach a live person to discuss why there is no statement available or why I 'm being told the account is still past-due. 

Seterus does not have a good " online '' reputation and I included a letter to the BK judge and trustee about my concerns with this company when I signed my final BK papers. I was/am hoping for the best from Seterus but it appears some of the complaints I 've read about may be well-founded. Coming out of a difficult financial situation with once again a clean slate I hope it 's understandable why I am already concerned about how this company is handling my only asset.

Company response to consumer: Closed with explanation