Consumer complaint received 2018-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
We purchased our house in XX/XX/XXXX.Since then we have been through several montage servicing companies. XXXX XXXX, XXXX XXXX XXXXXXXX, Saterus and currently XXXX XXXX XXXX. To start when we got the house just like a lot of other people we had to get the extra insurance to protect the home loan. We were told that after a few years that we stayed on track with the payments all we had to do was call and stop the that insurance. Well after a few years we did get several letters saying that we could take off that insurance. When I called they said I had to pay to have an appraisal of the house. So to this date we still pay for this insurance. And since then I've heard that some companies have had lawsuits because of this or something similar. 
We did fall behind. Unfortunately with the unexpected passing of my Father in XX/XX/XXXX. In XX/XX/XXXXwe tried to have a modification at the time with XXXX XXXX XXXX. After all the paper  work and time, all that was accomplished was to have maybe {$200.00} off of the regular payment. That by this time it was almost {$1700.00}. A year later we got the letter that Seterus was our new servicing company.. Once again tried to apply for a modification they were of no help. To the point of us being two weeks away to start a short sale. Received a letter that if we had the intent of keeping our house we needed to call to make an agreement and they would work with us on a payment that was doable on our behalf. We did come to an agreement on the payments and the other condition was that we had to agree on the dates that these payments would be automatically taken of our account. Finally we got back on track. Everything was going well. Then out of the blue we stopped getting our monthly statements. When I called they said that its because we were on a coupon-payment system. Yes I did received them in the mail but I have always made my payments through my bank. So now that XXXX XXXX XXXX has sent us monthly statements, I have notice that our balance is about 100,000 dollars different form a statement that I found from Seterus. This is the part that has me looking for HELP ... How it can be possible that we have been paying our house for over ten years and we basically owe the same amount of when we bought our house in XX/XX/XXXX One other thing that I almost forgot is that our loan was set to where the first ten years of payments were only interest. Can someone please help us? I would like to be informed before I give them a call and try to get some answers.. Of all those times asking for help from these servicing companies all I have experienced that its so hard to get help from them cause they don't care about who they XXXX over. Also its so stressful just to try and get answers. When all you get is the run around. I do want to mention that in the middle of all this I did find one person that, I believe did something. XXXX XXXX from Help Center Counselor. I think because of him we didn't lose our house. I have tried to get in contact with him. Unfortunately he doesnt work there anymore..

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation