Consumer complaint received 2015-12-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Seterus, Inc.
State: SC

Complaint narrative:
My loan was serviced by XXXX, then Seterus Inc purchased the servicing rights. Their initial letter informing me of the transfer, from Seterus, did not come until the end of XXXX, more then 10 days from the date the letter was written. Right after that, I received a letter stating they were going to escalate my loan if the XXXX payments I was behind, XXXX & XXXX, we 're not caught up. I contacted them on XXXX XXXX, spoke with a rep named XXXX, told her I 'd be making a payment Thursday, through their online system, as that was the least expensive method. Their website was literally " under maintenance '' all week. I called to make my payment on XXXX XXXX, spoke with XXXX XXXX, he kept saying he saw I in the notes I was to make a payment, but he needed a commitment date for XXXX paymt. I said since I do n't have an exact date, put XXXX XXXX. He then says he needs to speak with his supervisor, who then gets on the phone and tells me that they need a commitment from me for the past due amounts, now including XXXX paymt. Or my loan will be escalated on XXXX XXXX, when the escalation date expires. I said I did give you a commitment, all payments will be caught up on or before XXXX XXXX. She said that she would n't accept that as a " re-payment '' plan and I needed to give them my financial information and apply for a loan modification. I said I did n't want a remodification & she said then you have to do a payment plan. I said I did n't want to do that because if I was having trouble with my current mortgage payment, why would I agree to a higher payment for up to six months. I reiterated once again, I was giving them a commitment to have everything caught up by XXXX XXXX and I was making XXXX payment that day with her Representative to show I was in fact sticking to my commitment. Also told her I already agreed to call once a week to stay in contact with them. She said if I would not give her my financials to apply for a remod or agree to a higher payment plan then she refuses to accept my mortgage payment & told me she would n't allow me to pay my mortgage for XXXX, which was the full payment amount for XXXX that was due, not a partial payment. She told me that was their right to deny my payment of my loan. I asked for her supervisor and she said sorry she 's off today. I told her fine then get me a supervisor who is over you because I seriously doubt they 're all " off '' today. She placed me on hold for almost XXXX minutes, coming back on the line twice, to tell me so sorry they 're all still on the phone. Finally I told her that I would find a way to make all three payments, XXXX, XXXX, & XXXX before the escalation expiration date, to note THAT in her system and then ended the call. I have found from my research on Seterus they are well known for this type of thing, as well as misapplying payments etc. also, I currently have a + {$200.00} positive currently in my escrow account, verified by their represent ice I spoke to on the XXXX. I bought my home in 2008 & owe less then XXXX, as I put down XXXX on the home that I purchased for approx. {$110000.00}. They are trying to force an escalation of payment or push me into foreclosure by forcing higher payments, that I KNOW I will not be able to afford, or to do a remodification of my loan, that I DO NOT WANT!!! This is unscrupulous business practices and they are doing it to XXXX of consumers daily and I would hope that this is n't the way XXXX wants their loan service providers to service their loans on their behalf. Also, side note : Seterus is owned by a much larger corporation we all know as XXXX, is this how XXXX oversees their subsidiaries business practices and endorses this kind of tactics on consumers already having financial difficulties?

Company response to consumer: Closed with explanation