Seterus Mortgage Complaint

Seterus Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Maryland

Last year I contacted Sterus, Inc. about my inability to contact them with regard to my mortgage modification I have with them, I was not receiving documentation and was unable to send communication or speak with key departments, such as escrow or insurance. After about three months of this last year, the communication was fixed and I did receive my documents and the link on my account with this company seemed to be corrected. In -, 2015, I contacted customer service to discuss my insurance which is included in my payments, actually thinking I was speaking to Seterus, Inc., but in fact was speaking to an outsourced divison in NC. In any event, they failed to take down my notes on insurance changes and no one got back to me. My new agent tried to handle this for me and they refused. I was trying to reduce the cost of my insurance to keep my payments the same or lower because I am on a low income. The current insurance company continued to raise


the call center may cost me my house. Also I have notified the company more than once, that it was my intention to change insurance to keep costs down. So today when I called I was upset to find out not only did they refuse to pay the new insurance, they had paid the old one early. In speaking to the insurance department ( customer service did not help me at all here either ), I found that if approved the new insurance it would create a deficit in the escrow that would drive my payment up to an amount I could never afford. I needed to send a message to the escrow department to either hold the escrow analysis for a month or simply ask their advice on this matter since it is their common practice and it does DIRECTLY IMPACT MY MONTHLY PAYMENT ARRANGEMENT WITH SETERUS. I asked the supervisor ( - - ) to notate his refusal to contact the escrow department, or his refusal to make notes for the escrow department and also to contact yet again the IT department for the website, so I can send a letter via email to Seterus. I need to speak with them directly to clarify how to handle this expeditiously and keep my payment down. It just seems to me that they are trying to take my home.