Consumer complaint received 2015-08-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: GA

Complaint narrative:
In XXXX of 2015 I requested a payoff quote from Seterus. I received the payoff quote on XXXX XXXX, 2015. Per the instructions of the payoff quote I called the main XXXX customer service number on XXXX XXXX, 2015 to verify the final payoff amount. I spoke to one of the company 's customer service representatives. The representative advised me that because of the payoff amount was so little that I could make the payment over the phone. I questioned the representative about the accuracy of this because the payoff quote letter advised that I had to overnight the payment or wire the payment from the bank. The representative advised that he would need to check with a supervisor to verify. He came back to the phone and advised that it would be acceptable. He then advised that he would need to do two checks over the phone and charged me {$10.00} to complete this transaction. 

On Tuesday XXXX XXXX, 2015 I called Seterus to inquire as why my account was not showing that the loan was paid off. I was informed that the way I made the payment was incorrect. I explained that I was just following the instructions I was given. The rep assured me that she would request to have my payments applied correctly to my account. She also explained that this would take approximately two to three weeks. 

On XXXX XXXX, 2015 my account showed that I did not owe a payment until XXXX XXXX, 2015. I called Seterus again and was told that the payment processing department was backed up in processing my request. The rep advised that he would send in another request and that it would take another two to three weeks for this to go through. 

On XXXX XXXX, I called and asked to speak to a Supervisor. I spoke with a Supervisor and she advised that she would call me back in a couple of days. I called her on XXXX XXXX and she advised that she did not have an answer for me at this time. On Monday XXXX XXXX, 2015 I called yet again. This time I was told the reason my payoff was not processed was because my insurance payment came out of my escrow account, and that I needed to request another payoff. I reluctantly agreed to request one. I was told that the payoff quote would arrive in the mail this week. I never did receive my payoff quote, but instead I received a late notice advising me that my XXXX payment was now late and that I was being charged a late fee. 

At this point I am convinced that Seterus does not want their customers to pay off their mortgages. I have gotten nothing but the run around whenever I call to get this straightened out. I called Seterus again today, and was advised that my request to have my payment applied to my payoff was still being processed and that it would take at least thirty days. We are quickly approaching sixty days since I have paid my mortgage off, and Seterus will not give me credit for that. 
Seterus is now asking for an additional {$840.00} to pay this loan off. They are asking for property taxes to be paid to them. Why would I pay them additional property taxes when I am paying the loan off before the property taxes are due? They just continue to hold my money hostage.

Company response to consumer: Closed with explanation