Seterus

The absolute rudest people I have ever spoken to. I called with questions around PMI. Not only do they not have any clue about automatic PMI termination or the federal law around it, they are incredibly defensive and angry. I asked to speak to a supervisor and she was even worse. She was looking for a fight. I was calm and polite, trying to clarify my question. She was angry from the moment she picked up the phone, told me not to interrupt her and that I asked to talk to her so I needed to be quiet and listen. I even asked her why she was speaking to me like that. I ended up hanging up on her after 50 minutes on the phone total with 3 different people — still no answer to my question, but I couldn’t take being talked to like that anymore. Unbelievable. Worst customer service EVER. And because Quicken Loan sold them my loan, I’m trapped. Horrible. Just horrible.
Under HPA, mortgage lenders or servicers must automatically cancel PMI coverage on most loans, once you pay down your mortgage to 78 percent of the value if you are current on your loan. This is federal law and they acted like I was making that up and kept telling me I need an appraisal even though I’m at that 78%. They are clueless and don’t even understand the basics, yet they are supposed to be customer service. Unreal. Absolutely a nightmare.

The worst customer service that I have ever came across in my life thus far. My husband and I fell behind on our mortgage and we were shocked how they treated us. Even though we were fighting to catch up and asked for a little time they just kept with the threats. Terrible people!

Brief synopsis of their ineptness:
1. Botched my mortgage escrow calculations on 2 separate occasions, causing me to spend numerous hours on the phone arguing with them that they were wrong. Received notifications a couple weeks later indicating they had computer issues that caused the mistake.
2. Updated contact information, including banking, on their website as instructed. None of the changes transferred to their internal systems, even though they displayed correctly online.
3. Due to the updated information not transferring, my payments did not process correctly. I received a condescending lecture from an agent that I was not responding to their attempts to contact me. I informed them that all of my information is correct in the system, but they said their website is not communicating with their internal systems, so I should have updated over the phone.
4. I uploaded a bunch of documentation via the document upload on the SETERUS website only to be told they don’t know where it is. It clearly shows in the document center on the website, but the rep said she didn’t know where it actually is.
This is a financial institution that cannot even keep my data straight! How do I even know it is secure if their people cannot even find it?!

LESS THAN ZERO. Their website says we are up to date. They sent us a letter that said we are in default. I called. She said we are up to date. I have no doubt someone else at this clown car company will continue to say we are in default. And the only one who gets hurt? Yeah, us. Credit rating. And they say they will correct that. Stop me from laughing. If your mortgage is sold to them, do your best to refinance. They’ve been a nightmare from day one.

June 15 when I called my Seterus asking on the status of my «auto pay», the representative told me that my auto pay has not been set up yet, so she advised me to pay by phone to avoid late fee, so I did. Today June 18, Seterus charged me twice (on my checking acct) dated June 15 and June 16. I called Seterus and I have requested to send the money back to my account but they say that they cant do that unless I request a letter from my bank. So inconsiderate!!! SInce I cant go to the bank (my bank cant issue such letter that this SETERUS is talking about), I called Seterus again but they said that there’s nothing else that they can do but considered it as «advance pay» for the next month. I have asked for the assurance that they I will not get double charged again but they cant give me one.
This company doesnt care about their client.
STAY AWAY FROM SETERUS (If you a choice)

If I could, I’d give this place a zero!!! My mortgage was sold to this bank from Bank of America. Fee after fee after fee with this bank. I have a 20 dollar fee if I pay over the phone and a 10 dollar fee if I do it on line. I have never heard of suck ignorance!!! I don’t know anyone who charges to pay a payment online. If your late one day, it’s 23.00 dollars late fee. This bank cares nothing about there customers.

Zero if I could. I have never been late with one payment in 10 years. I just started a business and had to be late this month. I called to let them know, what they said shocked me. They are already threats of for closer ! Wow after the market crashed I still was on time. For 10 years! They are bad people