Seterus Mortgage Complaint

Seterus Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account California

Re : Loan # -I am writing to inform you of the following problems I have had with Seterus over the past few months. Please note that you are not the only agency to whom I will be informing of these issues. Incident 1 : On -/-/- I had a telephone conversation with a seterus regarding my account status and my inability to log on to the website. The reason for my call is because I kept receiving these strange letters regarding our mortgage account and wanted to get to the bottom of it. I also wanted to know why my - 2015 payment had not been applied. Please note the -/-/- payment had been received by Seterus on -/-/15. During that conversation I was informed that our -/-/- payment was being held in suspense because it was paid short by $96.00. This was absolutely our error, as we did not change the amount on our automatic payment from our - checking account before our payment was sent. In addition to the $96.00 under payment, I was informed that I owed a late fee of $110.00 on the account. Why did I have to call to find out our account


on -/-/15. I then provided the seterus representative with my checking account information. Please note that we normally pay our mortgage from our - checking account and have done so for the past 10 years. This one time authorization was only for the $210.00 from my - - checking account this ONE time only. On -/-/- at -, I received an email stating that my available balance was insufficient to cover one or more of my checks. Of course I immediately checked my account to see what they were referring to and I notice that seterus attempted to take out $2900.00 from my - - account. I then called seterus on -/-/- to dispute amount and I was told that I had to request that the recording be heard to determine whether or not authorized the amount of $2900.00 to be taken from my account. I was also told there was a 'note '' on the account stating that I authorized to have the $210.00 taken out, as well as my -/-/- payment. I never authorized them to take out - 's payment. On Saturday, - -, a letter dated -/-/- was received in my mail box confirming that I authorized Seterus to deduct $2900.00 from my - - checking account. If I authorized to have this amount or any amount taken from my - - checking account on -/-/-, why am I just now receiving a letter on -/-/-, 19 days after the conversation with your representative? Should n't this letter have been sent out immediately after the alleged amount was authorized? Had Seterus sent this letter in a timely manner, I would have been able to dispute the amount, correct? Is n't that purpose of the letter, to notify the customer of the amount before it 's taken? Why did it take so long to send me this letter? It find this very suspicious that this letter is dated one day before Seterus attempted to collect payment from my checking account and the same day I disputed the authorization. This is an obvious attempt to cover a mistake. I also find it very disturbing that the only way to get a resolution on any issues we are having with Seterus is by sending a letter to some random fax number. Does Seterus not have a dedicated telephone number, email address or fax number to an actual complaint department? How does the customer know that our complaint wo n't just end up on some supervisor 's desk who does nothing with it. In addition to this incident, there has many other errors on my account regarding to our impound account which they could not explain.