Consumer complaint received 2016-11-17
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc. (GA)

I am a former XXXX Mortgage holder, whose loan was sold to Seterus. Since the initiation of service with Seterus, I have experience the worst customer care, service and support. I have contacted their customer service support team several times, regarding various account issues or with questions regarding my mortgage account, which has resulted in the same dissatisfied, untimely and non- customer service support results. Recently I reached out to the President XXXX XXXX and Correspondence Director XXXX XXXX ( Letter and Voice Mail ). The first major issue was them recognizing the approve modification that was finalized ( or was supposed to be finalized ) with XXXX upon transfer. I was told to make no payment, then told to make certain payment amounts, and then had to complete the paper work over three times. This got to the point where eventually my home was scheduled to be auctioned off during a modification process, money was not being appropriately placed on the account, some representatives saw different information on my account, I was told I had XXXX accounts/ cases opened, some representatives saw the money sitting in suspense others did not and finally resulting in the process being deleted and returned to the previous terms set by XXXX. This took over 6 months. 
I have reviewed my account in detail and discovered when I pay an overage of my monthly mortgage XXXX, the funds are notated as " modified payment '' displaying the breakdown of how the funds are applied to the principal, interest, escrow etc. on the date received. Then on the same date a different entry is notated as " modified payment '' displaying the overage paid and placed in the suspense account. However, on the very next day an entry is made to the account notated as " irregular payment '' displaying the breakdown of a fee accessed and the money being remove from the suspense account. I located this information on the website under the " Payment Tab ''. When this happened in late XXXX early XXXX they corrected in their system and so called waived the fees, but my money was never applied back to my account. My last conversation with them on yesterday ( XXXX/XXXX/XXXX ) resulted in being told the charges were from XXXX late fees, not that was n't the case the fees were waived, the total late fees are from XXXX and XXXX of XXXX which were paid off in XXXX XXXX, could n't get an explanation as to where the over payment was not in my suspense account or what it had been used for and then finally being told the fees are Corporate Advance Fees ( on XXXX/XXXX/XXXX I was previously told it was Legal Fees and I would have to write in for an explanation ) and I would get a letter providing explanation. The Representative that called me twice with an explanation per my written request ( conversation recorded ) was XXXX. 
The second issue I have is obtaining the actual amount for my XXXX Escrow. I received a statement date XXXX/XXXX/XXXX stating my account was short XXXX. However on XXXX/XXXX/XXXX their website stated my Escrow was in the positive of XXXX, on XXXX/XXXX/XXXX the Escrow is stating XXXX ( under general loan information ) and currently under the payments tab the Escrow states it is XXXX. When asked which amount is accurate I am being told to pay the highest and if it is an over payment I may get a check back. 
The 3rd issue I discovered is Seterus has listed my modification as a Balloon payment, when it was explained to me it would still continue to be a fix rate.