Consumer complaint received 2017-04-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
I am filing a complaint against Seterus Inc . In XXXX of XXXX I applied for a refinance on two properties. XXXX held one of the mortgages. I called XXXX on the first week of XXXX to request all of the information on my loan. I was told it would take 8 business days. After four business days my lender asked if we could try and get it sooner so that we could close. I contacted Seterus again and they told me to go on their website and retrieve the documents I needed. After several failed attempts, I called Seterus back and they were not able to tell me why I was not able to retrieve it. I was also told that the person that took the first request for the information did not put it in the system, so it would be another 8 business days before I could get it. I contacted my lender and she told me that was unacceptable and they should have given me the information. Together, we did a conference call and asked for a supervisor. The supervisor then assured us we would receive it in 3 business days. That did not happen so we had to do another conference call. We asked for a supervisor again, the man that was placed on the phone was very rude to the lender and myself. He became very irritated and asked if he was being recorded, my lender replied she was on a recorded line so he denied anything further to say if he was going to be recorded. My lender then hung up from the call, so I asked him for my information. He could not tell me the information I was requesting which was how my payments are broken down to taxes, principal, insurance, etc. Seterus has had my loan since XXXX, I have paid them more than the payment asked for every month thinking it would be paying down my loan. It was a thirty year fixed and since they have had it, my monthly payment amount has gone up 4 to 5 times. This company needs to be investigated they lie to you everytime you call to get any information. Everything that I have been put through due to them could have cost me my loan and my interest rate. The other refi I did with another bank gave me my information in one week and returned my XX/XX/XXXX payment in full. Seterus did not return my XXXX payment and they prolonged my funding. This is not acceptable as this company should be held accountable for the stress they have put me through. Companies that treat their clients like this should not be allowed to operate. I know that there are hundreds of people like me that Seterus has treated unfair and like myself put me in a stressful situation. Seterus should have given me my information in a timely manner and should have been professional about it. I never was late or missed a payment. I would like my XXXX payment and any other money that they owe me returned. I can not stress enough how this company should not be allowed to operate in the manner that they have. They need to be stopped and investigated and not allowed to hurt any other consumers.Please investigate this company I could have closed sooner and saved money and time.

Company response to consumer: Closed with explanation