Consumer complaint received 2018-05-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
I have been asking my loan servicer -Seterus Inc. 2 years, for the " rights '' to pay my own property tax myself, rather than they pay it. The reason for that is they change my monthly payment amount so often, which made it difficult for me to understand their bills. For example, the bill I have received this month stated the payment should be {$1600.00}. But amount due is {$1700.00}. and total charge is {$15.00}. I am an XXXX, seen bills and invoiced every day, but could not understand their billing at all. Please see attached 1.

In early XX/XX/XXXX, I paid my monthly payment of XXXX from my checking account with XXXX. However, I was not aware that the checking account did not have sufficient fund, and XXXX  ignore the fact that I have authorized to transfer from saving to checking whenever such issue happened.

I found the issue on XX/XX/XXXX, and immediately went to a XXXX  branch, transferred fund and cut two checks for both XX/XX/XXXX andXX/XX/XXXX. The funds were withdrawn from my account on XX/XX/XXXX, due to the holidays. Please see attached 2.

Seterus determined that I did not pay " on time '' and charged me for penalty and interest. I have called and explained the situation, and asked a waiver for the penalties since this is the first time in the year that the payment was ever late, and I have paid the next month 's ahead of the due date as my gesture of apology and a try of making it up for Seterus. Seterus cashed my XX/XX/XXXX mortgage check on XX/XX/XXXX, and ignore the fact that it was a mistake which I believe should be forgiven. As a contrast, XXXX  did waive its over withdrew fee for me.

I have called the company, the Rep told me that he would waive the late fee and charges, if I pay an additional check of {$76.00}, and change monthly payment from $ XXXX.to XXXX which I did. In addition, he asked me to pay XX/XX/XXXX mortgage before XX/XX/XXXX, which I also did. He promised that if I paid as he requested, he would waived the charges and not to report to damage my credit. I have paid on XX/XX/XXXX for both of the amounts that he requested. Please see the attachment 3 and 4.

Seterus received and cashed out all these payments, but did not waive any fee and/or charges. Moreover, Seterus ignored all my good gesture and reported to the credit bureau which caused my credit score went down from XXXX  to XXXX, and claimed that it is its right to do so and further hurt me. See attached 5.

I think the above actions and tactics that Seterus used is not acceptable. My request are : a. Please waive the charges and interests that were added to my account, for the above stated and backed-up reason, b. Please take away the credit report which has been damaging me since Seterus Rep himself agreed it should not be there.

I have realized what Seterus is practicing and using against homeowners like me is particular with this company. They are not only improper, but also deceiving. The only possible result is to have more people to voice our anger on the web, and gave Seterus bad remarks, which I have realized that Seterus doesnt care. Maybe some hundreds dollars are more important to Seterus than a good reputation of the company.

I have read many comments on the web regarding Seterus. Many people claimed it is the worst company, and experienced same nightmare as I did. I understand that Seterus has more issues with people who can pay than those who cant pay. I believe it is due to the fact that this company is more interested in taking away our home, rather than to find a way to solve these issues.

All these fact made me feel really sick of my mortgage server Seterus. I wish that I do not have anything to do with it. I want to be able to pay tax myself at the minimum, so that I dont have to deal with its ever changed and bills.

I was told by Seterus that I couldn't because it is a XXXX XXXX loan, therefore it is not allowed. I never get a reasonable answer. I understood that if the loan to value is below 70 % ( mine loan to value is Approx 57 % ), and if the payments is always on time ( which I did, except the incident mentioned above ), and if the credit score is okay ( I do not have any bad remarks except from Seterus ) it should be sufficient for the approval. Please let me why it is not allowed in my case. Please help!

Company response to consumer: Closed with explanation