Consumer complaint received 2016-05-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: MD

Complaint narrative:
I completed a modification with Seterus that they can not produce record of. Collection calls and notices pertaining to the PRE-MODIFIED mortgage loan began to be received immediately after the modification was completed and the paperwork was successfully returned. Representatives struggled to find evidence of the modification. Most Seterus Representatives seem confused and unknowledgeable, and have instructed me to send more payments but can not say to which account my payments would be applied. They also tend to provide false information and appear untrained and unmonitored. A few representatives are outstanding in comparison to their peers, understand the problems, are apologetic, and have tried to facilitate a resolution. I can never reach them again despite efforts, and have been informed by Seterus Supervisors am not allowed to have a single point of contact ( despite being told previously by other reps that they would be my single point of contact ). Requests to the Seterus Correspondence Department ( faxed by me and communicated by Seterus representatives ) for an updated statement resulted in more statements pertaining to what would be the original mortgage balance if no modification process had ever been initiated and no payments had ever been received to date. It took months before a representative could explain that they needed a recorded quit claim deed from my ex-husband in order to record the modification. I had been specifically told at the outset of the process that the unrecorded copy sufficed for modification purposes. XXXX, XXXX and the XXXX were notified. Seterus instructed me to contact the correspondence department to receive a written directive for my ex-husband to record the quit claim deed so that they correct " mod loan '' could replace the old mortgage in the records. Representatives and Supervisors have offered to facilitate this process with the correspondence department, but correspondence responses received continue to be irrelevant. During a three-way call with an XXXX XXXX and Seterus Supervisor, I was told that the account would be rectified and cleared once the recorded quit claim deed was received, and because the process could be lengthy, my ex-husband should call to receive verbal confirmation that the deed must be recorded. When he called, the representative incorrectly informed him that they last spoke to me in XXXX, and that I had called for the first time and had requested consideration for a modification. Outraged, I immediately called back and a knowledgeable representative facilitated a three-way call with my ex-husband during which she apologized and corrected the information provided by the previous representative. She asked if he would record the quit claim deed and send it. He asked again for a written directive because every Seterus representative gives a different status of the account and what is needed, and he ( like XXXX ) are always first misinformed that the account is $ XXXX in arrears. 

I could not confidently send any additional mortgage payments, as I was told that they did not know to which mortgage my payments would be applied ( the pre- or post-modified loan ). I have repeatedly informed Seterus that I have the funds in full set aside and I wish to apply them correctly to what they refer to as the " mod loan '' but need something in writing that shows an accurate balance and that the payments will in fact be applied to that loan. I only receive statements about the old loan from them and their staff do not appear to know what to do. The more knowledgeable Seterus representatives and supervisors are aware that I am anxious to bring the account current but can not seem to facilitate the process. I can not even receive a 2015 tax statement from them because it is as though all of my modification payments have disappeared until this mess can be straightened out

Company response to consumer: Closed with explanation