Consumer complaint received 2017-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Seterus, Inc.
State: FL

Complaint narrative:
To whom it may concern, I spoke to a customer service rep with Seterus by the name of XXXX XXXX today. I explained how exasperated I was with the Seterus by the ruling they and XXXX made against me concerning my recent mortgage payoff in XX/XX/XXXX. My account number is XXXX. I have contacted XXXX website and voiced my displeasure with their decision and hope to be getting a response from them earlier next week. I hope to get the Two {$15.00} appraisal review fees over turned by them but in the meantime I am going to continue to press the management team on several issues related directly to monies owed me by Seterus Mortgage Inc. There should be plenty of documentation where XXXX XXXX XXXX admitted fault for holding my XX/XX/XXXX and XX/XX/XXXX mortgage payments form XX/XX/XXXX. At the time I made these mortgage payments, I didnt realize that Seterus had taken over my loan. I never did get a response as to why XXXX  had held these two payments for as long as they did but you can see they were made out in plenty of time to for these two mortgage payments to be paid before the XX/XX/XXXX of the month. I know after talking with your customer service reps that all my payments from XX/XX/XXXX thru the following XX/XX/XXXX were received and debited on or before the XX/XX/XXXX of each month. I send put my payment in the mail on the XX/XX/XXXX of each month and have never once received a late fee for a payment being after the XX/XX/XXXX of the month until XX/XX/XXXX ( my final payment ). I spoke to XXXX XXXX in XX/XX/XXXX about this very issue and after investigating my claim he realized that Seterus had sent out the payoff/wire instruction letter on XX/XX/XXXX. My question to him and all the folks Ive spoken with during all the times I called in concerning this matter is why that payoff letter wasnt sent out some time in XXXX, well before the time my XX/XX/XXXXpayment was due? To date, not a one of you folk have been able to give me any answer to this very legitimate question. XXXX and I both discovered during that phone conversation that my XXXX payment and that payoff letter had crossed in the mail. I figured at that point that you folks would have reversed that {$36.00} plus the additional {$10.00} fee once this information could be verified. Seterus must have a mail department that logs in both incoming and outgoing mail. If so there has to be a log that will verify the date my XX/XX/XXXX payment was received not to mention the date that pay off letter was sent out to me? I made my {$910.00} mortgage payment the way I always have. You can be sure I would have sent in that check in certified funds as Seterus requested and for the amount of {$830.00} instead of the {$910.00} had you sent that demand payoff letter before I made that final mortgage payment. The reality is, I received that payoff/wiring instructions letter after the fact and so I cant imagine how you could hold me responsible under these circumstances. I have no experience paying off a mortgage in its entirely and so you folks should not assume or expect me to know that certified were expected when it came to making that final mortgage payment. I feel like a victim here and from the time I realized my loan had been transferred I have spent hours on the phone with both Seterus and XXXX XXXX XXXX trying ny best to straighten out this mess. I received an apology and the assurance from XXXX XXXX XXXX back in XX/XX/XXXXsaying that everything including all late fees and corrections to my credit report had been taken care of by them so I thought this matter had been resolved. It wasnt until I received that payoff letter by Seterus that I realized there were still outstanding fees due on my mortgage account. By the way, at that point these additional fees of {$36.00} and that {$10.00} fee was not even levied against my account. It was only after Seterus held my mortgage payment until XX/XX/XXXX that these two additional fees were added to my total payoff. By that payoff letter I owed {$830.00}. That final payment from check # XXXX for the sum of {$910.00} was an overpayment of {$73.00}. When you add those late fees of {$36.00} and the {$10.00} that makes a total of {$110.00} in money that I am respectfully asking Seterus to refund me. I also want the two {$15.00} appraisal fees refunded but at this point am not sure if it is XXXX or Seterus Mortgage I need to look for reimbursement for these charges that should not have been charged against me in the first place. I am prepared to bring XXXX XXXX XXXX back into this situation if needed but I assume you have documentation from them to prove I made both the XX/XX/XXXX and XXXX payment on time. If you folks have any questions I can be reached at XXXX and my cell is XXXX. Thank you for your further consideration into this matter and hope to hear back from you soon. Sincerely, XXXX XXXX I have many personal supporting documents, checks and bank statements if needed. This ordeal has been going on since XX/XX/XXXX. I thought everything was resolved until XX/XX/XXXX. I have pdf files that show my communication with Seterus Inc for the months of XX/XX/XXXX through XX/XX/XXXX. I finally decided to take this to the state and federal level to see what could be done to get monies I believe Seterus owes me. I would be glad to share all my correspondences with Seterus if you 'd like me to forward these files to you. I look forward to working with you folks to hopefully get this over payment matter resolves once and for all and hope to talk with you in the near future sincerely, XXXX XXXX

Company response to consumer: Closed with explanation