Consumer complaint received 2015-10-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Seterus, Inc.
State: HI

Complaint narrative:
XX/XX/XXXX I submitted a complaint ( Claim XXXX ) regarding obtaining a Deed in Lieu release from Seterus. At that point, we had been attempting to obtain this release since XX/XX/XXXX. 
Shortly after submitting our complaint to you, we received a letter fromSeterus dated XX/XX/XXXX advising us that our Deed in Lieu hadbeen approved. That letter requested we submit notarized SettlementDocuments to Seterus and their Attorney within 2 weeks. We did that ... 
all documents were submitted and loaded into the Seterus system XX/XX/XXXX. Upon receiving these documents, Seterus wasobligated to send {$6000.00} to XXXX XXXX Bank, the junior lien-holderon the property so they could release their lien to enable Seterus to closeon the property. On XX/XX/XXXX I contacted XXXX XXXX whoadvised me that they still had not received the {$6000.00}. On XXXX XXXX, Icalled Seterus to check on the status of the check. It had not beenmailed yet. I was told that the department who handles this had left forthe day but someone would be contacting me. The person at Seterusalso said they were escalating this matter to the supervisor of the person who was to issue the check. No one contacted me, so today, XXXX XXXX, I called Seterus again. When you call Seterus, you are only allowed tospeak to the customer service rep who answers the phone. They never, never transfer your call to any other person either within or outside thedepartment. Each time it is someone who is completely unfamiliar withyour case, so the average call takes 45-50 minutes while the rep reviewsyour file, " reaches out '' to someone else, etc. The first person myreached out to on that call sent a message back saying based on herreview the file was closed. 

I said that was impossible, because XXXX XXXX is stillwaiting for {$6000.00} to release their lien before Seterus can close. Therep then reached out to someone else who advised that she saw arequest for the check to be issued, but it appears not to have been issuedThe person responsible for doing so was " out on leave. '' The rep wasadvised that the person she was messaging would have someoneinvestigate the matter tomorrow, since the XXXX Officer assigned to my admy account was " out of the office. '' I told my rep I need to knowimmediately when the check will be issued to XXXX XXXX. She said Ishould call Seterus back " next week '' for an update. I reminded her thatthis DIL process had been going on for more than 1 year, and I need acommitment as to when the check would be issued. The rep reachedout to her supervisor who reviewed what had just transpired and told therep to tell me to call back next week. This is symptomatic of theproblems I have encountered with Seterus, and why it has taken overone year to complete this transaction. I am not new to the DIL process : I have done thishave done this before with other properties and banks, and have neverencountered inefficiency and errors of this magnitude.

Company response to consumer: Closed with explanation