Consumer complaint received 2016-04-18 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
When I went to do my taxes, noticed the interest reported for 2015 was substantially less than usual. Called Seterus to review my mortgage payments made in 2015, they claim I only made 6 payments but in fact, I made 9 payments. One rep advised me that the payments made during the Trial modification period does not count towards the escrow account which is ludicrous. I requested a breakdown of each mortgage payment I made and received a XXXX page document which was difficult to decipher. I need a simple, XXXX or XXXX page breakdown of each payment I made and how much was applied to interest. Seterus says I paid only {$6400.00} ( approximately in interest in 2015 ) but I made XXXX payments each payment was about XXXX dollars, some more some less. I have attached a copy of the payments debited from my account at XXXX XXXX XXXX although XXXX payment is not visible. I made monthly payments beginning in XXXX of 2015 when the trial modification began through the end of year, XXXX 2015. I filed a complaint against Seterus last XX/XX/XXXX regarding the change in payment amount from {$1700.00} to {$1900.00} or so, the complaint number is XXXX. In their response to you, they lied and said the reason the loan documents were completed in XXXX was because they sent them to me in XX/XX/XXXX and I did not return them until XX/XX/XXXX. That is a blatant lie. I was advised the documents would be sent a few weeks after the loan modification was over which was back at the end of XXXX 2015. I had to call every week asking were the documents were and finally got the documents in XX/XX/XXXX. I signed, notarized them promptly and returned them asap. This organization is so unscrupulous and no one is paying attention. Anyway, here are my payments and the confirmation numbers I have, although I do not have all confirmation numbers, the attached document clearly shows my bank account at XXXX debited for the mortgage payments 9 times which would mean I paid more than XXXX ( approximately ) dollars in interest in 2015. The amount of XXXX implies I only made six payments which is what Seterus says I made. I believe the discrepancy lies in that Seterus did n't apply interest to my account during the three month trial modification period and if that is the case, where did that money go? In XX/XX/XXXX, they raised my mortgage which triggered my complaint to you and they lowered the payment but their reason for doing that was the escrow account was short, perhaps it would not have been short had they applied the interest from the trial period to the escrow account. I had to apply for an extension to file my taxes because the document I asked for, which was a simple breakdown of each payment came in the form of a XXXX page document. In summary, in order to file my taxes I need accurate interest paid data from Seterus and need them to show I made 10 payments beginning in XXXX of 2015 and ending in XXXX of 2015. Here are the confirmation numbers, dollar amount of payment and date for several of them, not all. 
XX/XX/XXXX, confirmation # XXXX, {$1700.00}, XX/XX/XXXX, confirmation # XXXX {$1700.00}, XXXX confirmation # XXXX, {$1700.00}, XX/XX/XXXX confirmation # XXXX, {$1900.00}, XXXX confirmation # XXXX {$1700.00} and XX/XX/XXXX confirmation # XXXX, {$1900.00}. Loan number is XXXX. I realize you must give Seterus a specific amount of time but I would appreciate if this could be expedited so that I may complete my 2015 taxes asap. Thank you in advance, XXXX XXXX XXXX

Company response to consumer: Closed with explanation