Consumer complaint received 2015-11-12
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I applied for a business transaction with a company, and was told by the company that my mortgage company had reported me as making a late payment for the month of XXXX 2015. I informed this company that its impossible for my XXXX payment to be late, because my mortgage company had taken payments from my bank account ( they made it mandatory ) for the first three months ( 3 ) of a modification that I had done with them. these payments had started in XXXX 2015. The company informed me that they could not go further with my application, because of the late payment that was evidenced on my credit report. I immediately called my mortgage company and informed them of the error that they had made, to the credit bureau in my XXXX 2015 report, and would they please have this corrected. I further stated that I was in the process of doing a business transaction, a nd because of this negative report ( which was an error on their part ), I was unable to finalize my transaction. The first individual with whom I spoke, began to tell me everything that was not related to the request that I had just made. she started going over everything that was unrelated, and told me that it was my responsibility to fix the problem. I subsequently spoke with an additional XXXX or XXXX individual at my mortgage company, and I was told all kinds of unrelated gibberish, that was useless to my present predicament. When I requested to speak with a supervisor, I was told that it was not possible for me to speak with a supervisor, and this was each time I made the request. I then made a telephone call to a parent company for this mortgage company, and spoke with someone, who immediately asked me, how did I get this number to call them. When I related my concerns, I was informed that they do not speak with people on the telephone, and that I should not have been transferred to them. I was given an email to write my concerns, to which end I did. Since there was not a response to me email, I ventured another telephone call, spoke with another customer service personnell, and was told that my letter had been sent to them, and that it was on file. When I asked, if the error of their reporting had been corrected, I was told no. I sent another email and this time, I received a telephone call, and was told that the matter would be taken care of, and that she ( the person with whom I spoke ) would be my point of contact. I waited and about a week later, I received a voluminous package from my mortgage company, stating all transactions, and dates of same from the date my mortgage was transferred to this company. Unbelievable! The information that was sent to me, was unrelated to the request that I had made for them to correct the false report that they had done on my XXXX 2015 payment. I made several calls, requesting to speak with the woman who had told me that she would be my point of contact, but to no avail. She is never available, I sent another email no response.This is a very disturbing behaviour, from a mortgage company that has been allowed to conduct business in the United States of America. I am totally unprepared to understand, how can an entity, being governed by the laws of this country ( USA ), be allowed to conduct business in such a shabby manner, purposely hurting innocent individuals, ( such as myself ) on a regular basis without accountability? This mortgage company has been a very destructive force in the way in which they have interacted with me, since my mortgage was turned over to them.Their customer service personell ( the majority of them, may find one out of the lot who shows a bit of conscientious courtesy ) untrained, in that they are very rude, discourteous, and just disrespectful.They are never able to assist with a concern, but with brutal attack, fires question after question about one 's personal living conditions. Why are they allowed to service loans?

Company response to consumer: Closed with explanation