Consumer complaint received 2017-02-03
Company: Seterus, Inc.
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Over past year I have numerous attempts to recertify my Mortgage Company 's ( Seterus ) reporting to the credit bureau. I have done what they have asked over the year to help facilitate my request but still no resolution. Each time I have called I been told something different as to what the problem was or what I needed to do to correct the issues. I was first told that all they needed to do was to turn on a flag on their system so that reporting would be done. When no correction I contacted them again as was told they would fix it. Again nothing so I called again I was then told that I needed to write a formal complaint to their office, which I did ( XXXX so I could not get a certified letter to them ) again no response. Called again and was told to contact the bureaus since on their end everything was ok. So I contacted the credit bureaus to file a dispute to which the agencies replied that they have contacted them and filed a dispute but they have not gotten any corrections from them. I again contacted Seterus and was told they would look into it and call me back in a day or so, after a week no repines so I contacted them again and again I was told to contact the credit bureaus which I did and was told that all they can do is report what they are given and if the servicer does not correctly report that I should contact them to resolve the issues. This goes on and on for over a year till I was told a month ago that their indeed was a problem on their end and they were not sure why and would look into it. However like normal no call back when I called to check and see why no one called me back and to check on status they told me that their main accounting department had the problem and had to do the reporting manually and that it would take upto a week to get it done so I should just sit and wait. So again I waited when again I called to check on status not only was the notes from the previous call not there they had an entirely different reason as to my call. So I then proceeded to go over my issues with the rep again and again was told that they would have to put in a XXXX XXXX XXXX report and just to sit and wait. Well as to be expected at this point nothing again. So I contacted them again and then was told to write them again and contact the bureaus when I told them that I have already done that and that not only have I been told by Seterus that they got the request by the credit reporting agency but they also had a problem with truing on the flag to report in their system. The rep then said all she could do is put in a request and I just have to sit and wait. I asked to speak to a supervisor and the supervisor then told me that they did n't have to report my payment if they did n't want to but if I make a late payment they would n't hesitate to report that. When I mentioned that they have reported in the past my payments she went silent, then said if I want anything corrected get the report from the agencies and send it in and they will look at it. I told her not only was there no reporting they have it down as me doing only partial payments which I am not. I have been current and on time for over a year and that I have done everything they have asked to get this corrected only now to find out a year down the road that not only did every rep lie to me the whole time I was given the run around. Not once was I ever told that they would never report any payments unless I was late. Not XXXX time even though they did in the past. She then said be on time and if I have a complaint to write them again. It seems this company wants their customers to fail their reps either lie or make up something to just get their customers off the phone, either to buy time or shut us up for a bit. Even if I want to reify with someone else I could n't because of non ( and Incorrect ) reporting and put me at a disadvantage to be able to do so.

Company response to consumer: Closed with explanation