Consumer complaint received 2017-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Seterus, Inc.
State: NY

Complaint narrative:
I am copying and pasting here a letter I have sent to my mortgage lender, SETERUS, that explains my situation. As of now, I have made my mortgage payments through XX/XX/XXXX. I am one month behind, as of now owing the month of XX/XX/XXXX only.

XX/XX/XXXX Seterus , Inc .

XXXX XXXX XXXX XXXX CT XXXX RE : MISDIRECTION FROM SETERUS REPS Loan # XXXX Dear Sirs : After you granted a helpful loan modification in XX/XX/XXXX, I called Seterus to discuss the possibility of a 2nd loan modification in XX/XX/XXXX. When I spoke with Seterus phone rep, my mortgage payments were up to date, and not behind. Your rep directed me to become behind at least 2 payments in order to be eligible for a 2nd modification, and to send in all requested paperwork as directed by Seterus. I was further informed I would be receiving correspondence from Seterus regarding my delinquent payments, that I should ignore, because my mortgage was not subject to any delinquency during the modification request process. Since I had been given the same directives during the 1st loan modification, and all went well, I willingly trusted the directives Seterus gave me. I diligently sent all the paperwork requested, and I became two months behind in mortgage payments as directed. I was never behind more than 2 months of mortgage payments. I kept in touch by phone with Seterus during the modification request process, and was reassured time and again not to worry about their correspondence sent to me stating the delinquent status of my mortgage. After a lengthier modification process than the 1st time, and after Seterus requested documents twice claiming misplacement, I was denied any financial assistance from Seterus, including modification at the end of XX/XX/XXXX. I was 2 months behind in payments, and my mortgage payments were suddenly not accepted by Seterus phone reps as in the past. Seterus phone reps claimed I was too far behind for them to accept payments. Again, I was never more than 2 montHs behind. I ultimately discovered on my own that I could pay by their automated phone system. Seterus did not inform me that I could still make payments through their automated telephone system.

The default correspondence became Acceleration correspondence, and then became Notice of Intent Foreclosure correspondence. A man drove in front of my home taking pictures of my home, asking my name, telling me Seterus sent him to verify occupancy. Unspecified charges began to appear on my monthly statements. I was shocked, and phoned Seterus again seeking financial remedy and expressed my commitment towards keeping my home. I was told to apply again for a 3rd loan modification. I did. More of the same back and forth, Seterus again requesting duplicate documents they misplaced. In XX/XX/XXXX, a congratulations letter accompanied by a Forebearance document offer was sent for me to sign. The Forebearance document states that I can live in my home for 6 months paying a lower monthly rate, and that foreclosure will begin after 6 months, and that my loan will not be reinstated. I have not signed the Forebearance agreement. I inquired by phone from Seterus for a detailed explanation of this Forebearance agreement, and was told by a Seterus rep ( XXXX XXXX on XX/XX/XXXX) do n't mind what the paper in front of you states, listen to my explanation of your file that I have in front of me.

I believe I have been misled by Seterus. As a result, I am now seeking outside assistance from the CFPB ( National Consumer Financial Protection Bureau ), and the Bureau of Consumer Frauds and Protection New York State Attorney General, to resolve this matter, and KEEP MY HOME. XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX cell phone

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