Consumer complaint received 2015-05-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: FL

Complaint narrative:
I have a mortgage with Seterus , inc . 
My current regular monthly payment amount is {$920.00}. 
I 'm also current in my payments and never failed to make a payment on time. 
I want to submit a complaint with the Consumer Financial Protection Bureau about XXXX payment. 
On XXXX XXXX, I mailed the payment for XXXX 2015. The check was for the amount of {$2100.00}. I clearly specified on the check and also on the payment coupon that I wanted the ramainder amount ( {$1100.00} ) after XXXX payment to go to the principal. 
I have attached proof of this. 

Seterus cashed the check on XXXX XXXX. 
On XXXX XXXX I checked my Seterus account online and noticed that they had spread the amount I submitted for XXXX between XXXX and XXXX 2015, contrary to my instructions. 
I called on XXXX XXXX. I explained the problem to the agent and she said she had submitted the request to reverse the payment and correctly put the ramainder to principal. She also said they had up to 14 days to complete this reversal. 
So I waited 14 days. 

On XXXX XXXX, I checked online again but saw Seterus had not corrected the issue so I called for a XXXX time and asked why the issue was still not fixed. The agent said they were running behind with customer requests and then said she was going to find out what was going on. She put me on hold and when she came back she said that they would be fixing the issue on that same day and that I could check the next day online. 
The next day, on XXXX XXXX, I checked online again but still no reversal had taken place so I called for the XXXX time and talked to an agent named XXXX. 
All he said was that he had resubmitted my request to fix XXXX payment. He did n't explain to me why they had not reversed the payment yet. 
I said I would be calling the next day ( on XXXX XXXX ) to check again but the agent said there would n't be any turnaround time the next day and I needed to wait for what that department decided to do with the matter and that there was nothing I could do to expedite that as they had to review and evaluate my account. 
I said to him that I would call again regardless because I had initiated the reversal request on XXXX XXXX ( over 14 days ago ), not on XXXX XXXX. 
I called today once again and inquired about the status of my request on my initial call on XXXX XXXX. The agent said she would need to see the history of my calls and put me on hold. After XXXX minutes she came back and said that a request for the XXXX payment reversal was NEVER submitted. She said she had submitted it for the XXXX time and apologized. 
What is really going on here? I 'm totally perplexed. 

This is not the XXXX time Seterus incorrectly spreads the payment between XXXX or more months. They did this in XXXX 2015 and after I called them XXXX times they finally fixed this. 

I have a lot of questions and after so many calls and unfulfilled expectations, I believe I 'm getting nowhere and I also feel I have also wasted too much time with them to no avail. I also feel there is absolutely no transparency on their behalf to resolve this issue and that they have been lying to me making me believe that reversal process is already moving when it 's not. 
There is absolutely XXXX communication from them back to me via email, online or phone as a customer with a request to follow up. 

At this point, the next statement I have is for XXXX 2015 as they skipped XXXX 2015 after posting the extra money for XXXX. 
There are 10 days left before XXXX XXXX so I do n't know if this can get resolved before then. Otherwise, I 'm afraid if they do the reversal too late then I will be behind for the XXXX payment and then they will charge me late fees. I do n't know what to do. I have almost lost a month for nothing. 
I 'm submitting evidence that supports my case, statements, copies of check and coupon. 
Let me know if there is anything else you need from me so this matter can be resolved. 

Thank you!

Company response to consumer: Closed with explanation