Consumer complaint received 2016-01-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: VA

Complaint narrative:
I am writing to you for help because I feel that I am being unfairly punished and dis-respected because of my financial situation. I wrote a letter of hardship to my current Mortgage company because of my low income status. My mortgage loan was originally with XXXX for over 20 years and they sold my loan to a company in New Jersey called Seterus Inc. After struggling to pay my mortgage, I contacted the company and advised them of my financial hardship and asked for a Modification to my payments. They advised me that I would be put under a HAMP program that the President had put in place to help homeowners to stay in their homes. They increased the mortgage from {$580.00} est to {$630.00} est. When I questioned this, I was told that I should have enough income to support the increase. During this time, I lost some income on my job and was n't bringing home enough to cover bills, food, car insurance, nor the car payment. After struggling several more months trying to pay everything, I continued to fall further behind. I again contacted the mortgage lender and advised that I was the only working person in the home, that my spouse was XXXX and did not work, and that because of the bills and limited income that I was receiving, I could n't pay my payments on time. I again asked for a hardship hoping that they would see my struggles. Again after sending in all the documents that they asked for, and speaking with them on the phone, I was made to feel belittled. I tried to explain to the rep my situation, and advised them again that I was not bringing home enough money to pay everything. They modified the loan again this time increasing the mortgage payment another {$180.00} more. They told me that in Virginia you have some type of public transportation and I stated yes we do but, with limited service serving hours. I was then told " Well what you need to do is Sell your car and catch the bus to work, Then you should be able to meet your mortgage obligations ''. ( That is a direct quote from the rep. ) Not only did she speak to me in a very unpleasant tone, now my mortgage is {$770.00} and some cents. I again told them that I have to have a vehicle because, my husband is XXXX, and I do take him to his doctors appointments from time to time. I have to get to work and shop for groceries. That did n't matter to the person that I was speaking to. She made me feel like that 's the line all of us XXXX seem to have when they do n't pay their bills on time. I brought my home long before I got married, and I feel like I should n't be penalized because of the ZIP Code and demographic area that I live in. I have worked for over 30 years and pay taxes just like everyone else does that work. I have increased my education knowledge to meet the demands of our growing economy but without increasing finances. I have looked for other employment to help with my situation to no avail. My husband does not work and can not work. He is a Veteran and does the best he can to help out with bills with his limited income per month. It simply is not enough. I am behind in my mortgage this month XX/XX/XXXX months and I am desperate for help in trying to catch up the mortgage and stay in the home ... the more I fall behind the less help I seem to " not be able to get ''. Due to all of these misfortunate events, my credit now is suffering which now makes it next to impossible to get help from anyone. I have tried to re-finance the home, borrow equity from the home and still ca n't get any help from any place or any one. " I Need Help, PLEASE '' from somebody. I 'm not trying to lose my home. It is the first one that I brought over twenty years ago and We do n't have any where else to live or go. Thank you.

Company response to consumer: Closed with explanation