Consumer complaint received 2015-12-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: NC

Complaint narrative:
As of XXXX XXXX, 2015, my mortgage was transferred from XXXX over to Seterus. XX/XX/XXXX, I received my transfer letter from XXXX stating everything I needed to know and that I should expect a welcome letter from Seterus shortly. Today is XXXX XXXX, 2015, and I have yet to receive my welcome letter, which reading the FTC website they must send me by XX/XX/XXXX. I called Seterus this evening and got the runaround, now keep in mind that I am new to them and they already are treating me this way. I 've read a ridiculous amount of complaints about this loan servicing company, but now I 've actually experienced it. I recorded the entire phone call, so that you can hear exactly what the representative, XXXX, said and how she dodged questions I asked. She just kept putting me on hold. I informed her that I was recorded the conversation and then it got a little hostile. She put me on hold again, where after a few more minutes of holding a gentleman that referred to himself as XXXX XXXX came on the line and began yelling at me about recording the call before he swiftly hung up on me. Now, can you explain how this kind of business behavior is acceptable? I got no information about my new loan, no information on how to make a mortgage payment, no loan number, absolutely nothing aside from vagueness and rudeness. These people have a duty to me the homeowner and they are not doing what they are supposed to do. Merely XXXX Seterus and you will see this is a SEVERE problem that nothing is being done about. This is my life, the lives of my children, my home, and I can not fathom that this kind of behavior would be acceptable by any standards. I have contacted XXXX, as they are the holder of my loan, to inform them of the problem. A woman by the name of XXXX informed me that XXXX is, indeed aware of these practices by Seterus and no action has been taken. Once again, I have this phone call recorded with her admission XXXX has been apprised of this issue. There have been over XXXX complaints to the XXXX, yet this company is still somehow allowed to continue their shady practices and downright fraudulent activity. The way they treated me was like my toddler putting his hands over his ears because he does n't want to listen, Seterus does not want to listen to legitimate problems. I 'm contacted absolutely every entity I possibly can to make everyone aware of this situation and compiling a journal of everything, emails, call logs, recordings, complaints filed, everything, and looking into contacting an attorney. Somebody has to do something aside from tell me, " Oh, we 'll look into it '', and this foolishness continue. Seterus has legal obligations to me, as the servicer of my loan, and I ca n't imagine this is how they are upheld. Again, I am not the only person saying something about this company, so why does nobody take action? Maybe if it was your home, your life, it would be different. It seems as though nobody cares about the homeowners, we have no voice. We are being pushed and bullied, we turn to the organizations that regulate companies like this and are met a lack of empathy or care. I need help, this is just not okay.

Company response to consumer: Closed with explanation