Consumer complaint received 2015-10-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
Re : Loan # XXXXI am writing to inform you of the following problems I have had with Seterus over the past few months. Please note that you are not the only agency to whom I will be informing of these issues. 
Incident 1 : On XX/XX/XXXX I had a telephone conversation with a seterus regarding my account status and my inability to log on to the website. 
The reason for my call is because I kept receiving these strange letters regarding our mortgage account and wanted to get to the bottom of it. I also wanted to know why my XXXX 2015 payment had not been applied. Please note the XX/XX/XXXX payment had been received by Seterus on XXXX/XXXX/15. 
During that conversation I was informed that our XX/XX/XXXX payment was being held in suspense because it was paid short by {$96.00}. This was absolutely our error, as we did not change the amount on our automatic payment from our XXXX checking account before our payment was sent. 
In addition to the {$96.00} under payment, I was informed that I owed a late fee of {$110.00} on the account. Why did I have to call to find out our account had been short paid? Why did n't we received a letter stating this fact so we could have addressed it immediately??? That 's what most reputable debt collectors do. 
During XX/XX/XXXX conversation, in an attempt to get our account caught up, I authorized Seterus to take {$210.00} from my checking on XXXX/XXXX/15. I then provided the seterus representative with my checking account information. Please note that we normally pay our mortgage from our XXXX checking account and have done so for the past 10 years. This one time authorization was only for the {$210.00} from my XXXX XXXX checking account this ONE time only. 
On XX/XX/XXXX at XXXX, I received an email stating that my available balance was insufficient to cover one or more of my checks. Of course I immediately checked my account to see what they were referring to and I notice that seterus attempted to take out {$2900.00} from my XXXX XXXX account. 
I then called seterus on XX/XX/XXXX to dispute amount and I was told that I had to request that the recording be heard to determine whether or not authorized the amount of {$2900.00} to be taken from my account. I was also told there was a 'note '' on the account stating that I authorized to have the {$210.00} taken out, as well as my XX/XX/XXXX payment. I never authorized them to take out XXXX 's payment. 
On Saturday, XXXX XXXX, a letter dated XX/XX/XXXX was received in my mail box confirming that I authorized Seterus to deduct {$2900.00} from my XXXX XXXX checking account. If I authorized to have this amount or any amount taken from my XXXX XXXX checking account on XX/XX/XXXX, why am I just now receiving a letter on XX/XX/XXXX, 19 days after the conversation with your representative? Should n't this letter have been sent out immediately after the alleged amount was authorized? Had Seterus sent this letter in a timely manner, I would have been able to dispute the amount, correct? Is n't that purpose of the letter, to notify the customer of the amount before it 's taken? Why did it take so long to send me this letter? It find this very suspicious that this letter is dated one day before Seterus attempted to collect payment from my checking account and the same day I disputed the authorization. 
This is an obvious attempt to cover a mistake. I also find it very disturbing that the only way to get a resolution on any issues we are having with Seterus is by sending a letter to some random fax number. Does Seterus not have a dedicated telephone number, email address or fax number to an actual complaint department? How does the customer know that our complaint wo n't just end up on some supervisor 's desk who does nothing with it. 
In addition to this incident, there has many other errors on my account regarding to our impound account which they could not explain.

Company response to consumer: Closed with explanation