Consumer complaint received 2018-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Seterus, Inc.
State: LA

Complaint narrative:
I fell behind on payments a year ago. I actually borrowed money from my mother last XX/XX/XXXX to catch up the payments. But when I contacted Seterus, they advised me that they would be happy to simply roll the payments to the end of the loan not to make a payment at that time, and therefore I would not have to borrow from my family. I did as they suggested. I was denied the modification. I called them to ask why and they said I had already had the max limit of modifications. One occasion they are counting as a modification is  a principal adjustment. I explained to them I had the money to make my payment and bring my account current and they suggested I not make the payment to apply for modification to roll the payment to the end. I asked why they informed me I could roll the payments to the end of the modification. She asked my story. After I explained my situation I was informed to try again. I was denied numerous times and was encouraged to keep trying. 
I was given a sale date of XX/XX/2018. Seterus, Inc. informed me that they removed the date to assist me and wanted me to be involved more, for example call in every day to make sure they have received all paperwork and to make sure they don't need anything else. Seterus, Inc. requested I send the following information : A copy of my husbands license to prove he still resided in the home, check stubs, and another letter stating my terrible situation ( My entire city flooded, XXXX, LA and my little brother passed away shortly after ) and reasons for previous modification. I sent in all requested information they requested the very same day. Seterus, Inc. gave me hope that I would indeed receive the modification. After all, they stopped the sale date for me ( or so I was told ). 
I have once again been served papers notifying me of a Sheriff 's  sale. My new sale date is XX/XX/2018. When I call Seterus, Inc. they tell me they know nothing of a sales date. I have contacted them several times about the date and they still inform me they have no information about a sales date. I give them the date every time I call. As well as not being aware of my sales date Seterus, Inc. now says  there is absolutely nothing they can do to assist me. They can not stop the sales date. The only thing I can do is pay the {$27000.00} to bring the loan payment current. This is unfair. I tried to make a payment back in XX/XX/XXXX. Now I owe {$27000.00} due to late fees and legal fees. Just appears to me this was a set up since XX/XX/XXXX. 
I even called the HOPE Foundation and XXXX XXXX XXXX and they both ran my name and said Seterus, Inc. can indeed roll these payments to the end of my mortgage even with my previous modifications. They told me this back in XX/XX/XXXX. They have encouraged me what to say to Seterus, Inc. the entire time because Seterus refuses to discuss anything with these companies ( even with me present with them giving my permission for them to speak ) because these companies want to record the phone call and Seterus will not talk if the line is being recorded. Seterus informs me they record all messages, but I can't. But due to the fact that Seterus does indeed record all phone calls all my above information can be proven to be fact. And I'm not talking about the notes they take because they never read back all the information from previous phone calls. Please listen to all of the recorded phone calls from the first day I called in. 
One more thing, Seterus, Inc. has my house appraised at {$170000.00}. I owe {$180000.00}. Honestly, I do not believe the house to be worth {$170000.00}.

Company response to consumer: Closed with explanation