Seterus Inc

The business responded and requested that the response not be published.

ATTACHED:
ORIGINAL CHECK THAT was misplaced.
FORM 1098 from IRS- Proving we had an account with SETERUS.
OVERVIEW: I, [redacted], along with my husband, [redacted], reside at [redacted] St. Charles, IL. We at one point within the past 7 years had a mortgage with Seterus. (Since refinanced)
2/24/15- We were issued a Custodial Refund on February 24th, 2015 for $8,306.61.
Check was misplaced, however, I thought I put it “someplace” safe. After not being able to find, Call was placed on 7/14/15
7/14/15- : talked to [redacted] @ 9:25…called to make a stop-payment on check and re-issue a new one, was told it would take 5-6 business days to mail.
Over next few months, SEVERAL CALLS MADE to find out what happened to new check????
11-9-15: talked to Kia W[redacted] @5:55…checked on status of check re-issue and she could not find out, said to call back to give her time to figure out how to find out
11-12-15: talked to Kia W[redacted] @ 3:45…she said that the check would mail in 2 weeks
12-9-15: talked to James B[redacted] @ 12:25…could not help, sent me to “Loretta (name of tax department), talked to Loretta, she could not help and sent me back to Customer Support
12-9-15: asked to talk to supervisor, said one was not available, told them I would wait as long as it would take, was connected with Edward (would not give last name), extremely rude, told me to call back when I get a valid account number and hung up.
12-9-15: talked with Kia W[redacted] @1:20…she said she got internal email regarding this issue, but didn’t indicate anything on it regarding a check being re-issued, and that she should NOT reply to the email…she is sending request to the escrow department to find out what is going on…never heard back
JANUARY 2016- ORIGINAL CHECK IS FOUND!
January- Spoke with Julie L[redacted] I call to let them know, we have not received the “new” check. Can I at this point try to cash the old. I am told “NO, it is not valid”. She is unable to pull up anything regarding our account.
January- Spoke with Carlos B[redacted]- Same Ridiculous conversation- we never existed! Even though check says LOAN ACCOUNT NUMBER: [redacted]
2-17-16: talked to Krystal J[redacted], she told me that check would be mailed in 2-3 weeks…found information on account in “cold storage” files/
3/2  Jason H[redacted]/ Neil B[redacted]- Was told we have never had an account with Seterus, started entire process again. I explained that 3 weeks ago the issue was resolved and I was told I could just call back if there was ever an issue and they could use my name, address or social security number to pull up.
I am in possession of a "custodial refund check that was originally misplaced. Once, misplaced, I reported it missing to Seterus. I was told it would be re-issued. After waiting 3 weeks, we called seterus and were told that the account did not exist. Both my husband and I have documented phone calls with over 8 individulals; Jason H[redacted], Stephanie T[redacted], Neil B[redacted], Julie L[redacted], Peter B[redacted], and Melissa M[redacted]. Each time the answer is they can not find our loan to re-issue the check, or they have found the account and a "check is in the mail". This has gone on for over 13 months and 22 phone calls. The check is for $8,306.61. I am in possession of the original check and because it is over 120 days the check is no longer valid. I placed a call within that 120 days and they have not re-issued the check. PLEASE HELP!!!!! This may not be a significant amount of money to them, but it is to me. I have tried as much as I possibly can to resolve this on my own accord and need help. [redacted]

Complaint: [redacted]I am rejecting this response because: Seterus should NOT be able to deny people their escrow amount owed to them for 3 months.. For Seterus to send me a letter denying my refund and I had to file a complaint against them. They then sent me my check refund, without a rescind letter.   Seterus is an awful business to deal with.. Seterus should not be able to hide and they should have to talk to the Revdex.com dept regarding my complaint.  Sincerely,[redacted]

Please provide letter of revocation of Attorney in order to have the authorization approved and remove the bankruptcy attorney from the file. If you feel this process has been completed, please forward that information to the bankruptcy dept. at Seterus and (or) have the bankruptcy attorney contact Seterus.

The above case # [redacted] is not one of our borrowers. They have a complaint stating that we have contacted their home looking for one of our borrowers who (as per this person states) do not reside at the home. I have put in a request to have the number removed from our dialer...

system.Thanks,[redacted]

On behalf of Seterus, Inc., I am responding to your recent inquiry regarding the above-referenced case.
 
It is our policy to not publicly disclose borrower specific personal information or circumstances to protect our borrowers’ privacy.
 However, as the borrower has provided...

written authorization to provide your office with this information, enclosed is a copy of our response mailed directly to the borrower today, November 16, 2016, via UPS 2Day Delivery.

It is our policy to not publicly disclose borrower specific personal information or circumstances to protect our borrowers’ privacy.  As a result, we sent a detailed response directly to the borrower today, May 10, 2016, via UPS 2nd Day Air.  We believe we have addressed the concerns...

presented.  We will remain in contact with you, as our designated Revdex.com representative, should the Bureau require any further information.

Complaint: [redacted]I am rejecting this response because:
I have been fighting with this company to get my mortgage paid with the money they received in May of 2015 and have my credit corrected since July of 2015. The original complaint I filed with the Revdex.com was assigned complaint number [redacted] on 10/23/2015. I received the same response from them with no results. The Revdex.com actually closed the complaint since Seterus said they would repair my credit and it would take up to 120 to reflect on my report. Here I am more than 6 months later and I can do nothing with my credit. I called the Seterus representative Damian G at the number they provided but it is not a valid number. I need results and need them quickly. 
I attached several files for you to view. Sincerely,[redacted]

It is our policy to not publicly disclose borrower specific personal information or circumstances to protect our borrowers’ privacy.  As a result, we sent a detailed response directly to the borrower today, July 5, 2016, via UPS 2nd Day Air.  We believe we have addressed the concerns presented.  We will remain in contact with you, as our designated Revdex.com representative, should the Bureau require any further information.

[redacted] Please See Attached Documents [redacted]
Dear [redacted]:On behalf of Seterus, Inc., I am responding to your recent inquiry regarding the above-referenced case.It is our policy to not publicly disclose borrower specific personal information or circumstances to protect ourborrowers’ privacy. As a...

result, we sent a detailed response directly to the borrower today, October 26, 2015,via UPS 2nd Day Air. We believe we have addressed the concerns presented. We will remain in contact withyou, as our designated Revdex.com representative, should the Bureau require any furtherinformation.If you have any further questions, you may contact me directly at [redacted].Sincerely,Damian G[redacted]Consumer and Government AffairsSeterus, Inc.

[redacted] Please See Attached Documents [redacted]
Dear Ms. [redacted]:On behalf of Seterus, Inc., I am responding to your recent inquiry regarding the above-referenced case.It is our policy to not publicly disclose borrower specific personal information or circumstances to protect ourborrowers’ privacy. However, we sent a detailed response directly to the borrower today, July 20, 2015, via[redacted] 2nd Day Air. We believe we have addressed the concerns presented. We will remain in contact with you,as our designated Revdex.com representative, should the Bureau require any further information.If you have any further questions, you may contact me directly at [redacted]Sincerely,Sharron B[redacted]Consumer and Government AffairsSeterus, Inc.

they are charging fees that should not be charged. They should be investigated for fraud and I bet hundreds of other people are experiencing the same issue with this company. Someone should a stop to he money they are stealing Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

I give Seterus permission to contact Revdex.com on behalf of my case. They can submit information without making it public if they are concerned about breaching confidentiality. I would like some resolution to this problem but would appreciate something concrete and not simply empty promises.
[redacted]

I have read the response from Mr. Damian G[redacted] letter to the Revdex.com and he also sent a letter to me on 11/23/15 with a packet of information that I had already received from Seterus on numerous occasions and none of it helps with getting my Final Lean Release in the hands of my Ellsworth County Register of Deeds. I spoke to Mr. G[redacted] personally 11/30/15 and I told him the information package provided does nothing to satisfy my concerns and bring this 6 month complaint process to an end. I explained to Mr. G[redacted] that Seterus provided some documents in my package that do not appear to have anything to do with my loan [redacted] as they contain County Clerk information from Kentucky on recording the Lien and I reside in Kansas and my Record of Deeds is in Ellsworth County Kansas and the Counties listed on some of the paperwork provided is Mercer County and Shelby County and I assume these are both in Kentucky. Also Seterus used a Third Party called Security Connections to mail out my Lien Release information they are located at [redacted], Idaho Falls, ID 83401 attn: [redacted] PH: [redacted]. From all appearances this third party hired by Seterus failed to complete my Lien Recording with the County of Ellsworth Kansas.
Mr. G[redacted] appeared to agree with me during the conversation and indicated he was going to track down the $20 check issued for the recording of the lien to see if it was ever cashed. Mr. G[redacted] told me he would contact me again by Friday 12/4/15 to let me know what else he has found out.
Mr. G[redacted] told me he was sorry it had taken 6 months for Seterus to complete this task and if it was his lien release he would be just as concerned about the lack of closure on this matter.
I have enclosed the Authorization For Release of Information for the Revdex.com to use with gaining whatever information you can from Seterus to bring closure to this matter.
Please let me know if you need anything else and I will be more than glad to provide it.
Sincerely,
[redacted]

It is our policy to not publicly disclose borrower specific personal information or circumstances to protect our borrowers’ privacy.  As a result, we sent a detailed response directly to the borrower today, July 13, 2016, via UPS 2nd Day Air.  We believe we have addressed the concerns presented.  We will remain in contact with you, as our designated Revdex.com representative, should the Bureau require any further information.

It is our policy to not publicly disclose borrower specific personal information or circumstances to protect ourborrowers’ privacy.However, as the borrower has provided written authorization to provide your office with this information,enclosed is a copy of our response mailed directly to the...

borrower today, March 16, 2017, via UPS 2DayDelivery. We believe we have addressed the concerns presented.The enclosed information is for your internal use only and is not to be publically posted.We will remain in contact with you, as our designated Revdex.com representative, should theBureau require any further information.

On behalf of Seterus, Inc., I am responding to your recent inquiries regarding the above-referenced cases.
It is our policy to not publicly disclose borrower specific personal information or circumstances to protect our borrowers’ privacy.  As a result, we sent a detailed response directly...

to the borrower today, February 22, 2016, via UPS 2nd Day Air.  We believe we have addressed the concerns presented.  We will remain in contact with you, as our designated Revdex.com representative, should the Bureau require any further information.

Complaint: [redacted]
I am rejecting this response because:
Yes, the loan was
modified with an effective date of 4/1/09 via Chase and yes, it was transferred
to Seterus on 7/01/2010.
 
And yes, we have
received multiple Annual Notices Concerning PMI removal as shown in the
attachment Seterus provided dated 8/19/13. 
 
However, if you
review the attached loan modification agreement as shared by Seterus (4 pages),
nowhere in the attached Loan Modification Agreement does it state that the PMI
removal requirements have also been modified nor what the new requirements were
changed to.
 
If Seterus can direct
us to exactly which documents spell out the “new” PMI removal requirements and
where in those documents the “new” PMI removal requirements can be located, I
would be happy to reconsider.  Otherwise, we would have to defer to the conditions as outlined in the letters provided by Seterus, similar to the one dated 8/19/13, for the 80% LTV consideration of which our property meets this qualification and will remove the PMI.  Since Seterus states they are unable to credit us the $350 for the appraisal which we paid in good faith realizing the property had an LTV of 72.94%, we now will only accept having the PMI removed. Therefore, we are removing the option of having Seterus repay us the $350 appraisal fee as a form of consideration. Thank you very much
for your assistance.
Sincerely,
[redacted]

Complaint: [redacted]Thank you for the update. Seterus' letter explaining their side of the complaint to us last week was vague did not clearly state if they were correcting our credit score, so we have been waiting on the latest credit score report to confirm their action before allowing this complaint to be closed to our satisfaction. We have not received the credit score report to date via mail. I will attempt to obtain information through a phone call today. The fact that they dragged this issue out since September and only pushed forward a cryptic response to us when Revdex.com got involved is bad business. Once I see our credit report positively affected by the outcome of this complaint, I will call your offices to amend our file. Until then, I'd like it to remain open.Thank you,[redacted]

[redacted] Please See Attached Documents [redacted]
On behalf of Seterus, Inc., I am responding to your recent inquiry regarding the above-referenced case.It is our policy to not publicly disclose borrower specific personal information or circumstances to protect ourborrowers’ privacy. As a result, we sent a...

detailed response directly to the borrower today, November 16,2015, via USPS as a PO Box is the return mail address. We believe we have addressed the concerns presented.We will remain in contact with you, as our designated Revdex.com representative, should theBureau require any further information.If you have any further questions, you may contact me directly at [redacted].Sincerely,Damian G[redacted]Consumer and Government AffairsSeterus, Inc.