Consumer complaint received 2015-08-21
Company: Seterus, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX/XXXX/2015 I faxed loan modification package to loan servicer, Seterus , Inc . 
XXXX/XXXX/2015 Spoke with Seterus agent XXXX, she advised they need the long form XXXX for XXXX borrowers. 
XXXX/XXXX/2015 I faxed lender XXXX form for XXXX borrowers. 
XXXX/XXXX/15 Spoke with Seterus agent, XXXX XXXX in the Bankruptcy dept, she advised all documents were received and that the file is with the under writer as of today. 
XXXX/XXXX/2015 Spoke with Sterus agent XXXX XXXX in Bankruptcy dept, she advsied the file is still under review by their, Loss Mit Officer, then it goes to the Investor for approval. 
XXXX/XXXX/2015 Spoke with Seterus agent XXXX XXXX, in Bankruptcy dept.,, she advised the file is still w/ the underwriter under review. She said she would email the underwriter to ask for update. 
XXXX/XXXX/2015 Client provided our office with a XXXX 2015 letter from Steterus saying he was offered a loan modification in XXXX of 2015. This came as a surprise to both the borrower and this office, as the aforementioned letter was never received. I called Seterus and spoke with XXXX in the Bankruptcy Dept., she said confirmed there was in deed a modification offer sent to the borrower to an address of : XXXX Florida, which is not the address of this office nor an address connected to the borrower. Furthermore, the offer letter was never sent to the property address. 
XXXX/XXXX/2015 Spoke with Seterus agent, XXXX XXXX in Bankruptcy Dept whom stated the file is still with the underwriter. He also found a copy of the first trial mod approval from XXXX 2015 with delivery address of, XXXX, of which I requested a copy be faxed to us. He said it would take 7-10 business days. 
XXXX/XXXX/2015 I spoke with Seterus Agent, XXXX XXXX in delinquency Dept, she stated the file is still with the under writer as they had been waiting for figures from their atty. She advised a decision could be expected within the next two weeks. 
XXXX/XXXX/2015 Seterus agent XXXX in Strategic Foreclosure dept stated the loan modification is still in review and that she would place a request to have the file reviewed. She said the review has taken so long because they had to wait for the previous streamline modification they previously offered, to expire. 
XXXX/XXXX/2015 XXXX XXXX in the delinquency dept, stated the file is still with the underwriter. She escalated the file again and advised her supervisor. 
XXXX/XXXX/2015 I called Seterus and spoke with agent XXXX in Bankruptcy dept., he stated my previous request to get a copy of the XXXX trial offer letter was not completed because the agent did not enter the request correctly. XXXX ordered a copy of the XXXX trial offer letter be sent to our office. He advised the original offer letter sent was out on XXXX/XXXX/15 for a trial period of XXXX, XXXX & XXXX ; sent to : XXXX. XXXX said we should receive the letter by XXXX/XXXX/15. 
XXXX/XXXX/2015 Spoke with Seterus agent XXXX XXXX, she advised that she sees where they requested a copy of the XXXX Trial offer letter but that it has not been sent out. She put in another request and asked that the letter be faxed instead of being mailed. 
XXXX/XXXX/2015 XXXX XXXX in Bankruptcy dept. advised file is still under review. 
XXXX/XXXX/2015 Spoke with Seterus agent, XXXX XXXX, she advised she escalated the file once again and emailed the underwriter to advise that the file has been escalated 3 times already. 
XXXX/XXXX/15 Spoke with Seterus XXXX XXXX who stated the file was still with the underwriter and that she would escalate the file again.

Company response to consumer: Closed with explanation