Consumer complaint received 2015-07-31 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: NJ

Complaint narrative:
I am a single mother of a XXXX child. I am currently unemployed as my child requires full time care. In XXXX, I attempted to get a modification of my mortgage through Seterus-my loan servicer. I filled out the paperwork, sent it in, and I received a packet in the mail that said that yes, I had been approved for a trial modification! It said to pay an amount for XXXX, XXXX, and XXXX XXXX for the trial period. ( I did that. ) Then I got another modification approval packet in the mail a day or so later that was exactly the same except it said to pay a higher amount. I was confused so I called them. I could not get through to a live person, so I paid amount that I got in the first packet on the first of XXXX as instructed and also on XXXX XXXX. Then I got a notice that I paid the wrong amount-and therefore my modification was disqualified. I called Seterus and spoke to someone who said that the amount I paid was the wrong amount and that I no longer qualified for the modification. I asked for something in writing, since I never rec 'd anything that said the first packet was a mistake, and she said that I could n't get that. I called later the same day to clarify what the first person had told me, and this next person told me that I should be fine with the payments that I made, that she would put an inquiry in for me and let me know something in a week. In a week I did n't hear back so, I contacted the mortgage help line through XXXX and was directed to XXXX. I explained the situation to them and together we called Seterus-a XXXX conference call and XXXX recorded the conversation with their permission. We spoke to yet another agent at Seterus. He told us that while the amount I paid may have been a mistake on the part of Seterus, I still qualified for that amount, and there was no problem with me paying it and that all was fine with my modification, that Seterus will honor it. He verified that I had paid on time for XXXX and XXXX, and that I should just continue to pay that amount every month until I got the final modification paperwork. To pay the XXXX payment, and even a XXXX payment if I had n't heard anything since they were backed up-he also said to ignore any mail I got saying i was late as it would take a while to for the system to catch up. 
I have the names and dates of everyone I spoke to at Seterus. 
So I paid XXXX payment and after my XXXX XXXX payment, I got civil foreclosure notice hand delivered to me from XXXX by XXXX on XXXX XXXX. I do n't understand how I can get such conflicting information from the same company about the amount of my modification. And also, the second packet contained a payment that was more than my monthly income. Why they would modify the mortgage to more than my monthly income? I can pay the first amount if they would modify to that amount. 
After that, I contacted XXXX again and was directed to XXXX who is now working with me to resolve this. Thank you.

Company response to consumer: Closed with explanation