Seterus
Ranked #22 of 75 by complaint volume · 4,272 complaints · 99.7% timely response
How Seterus Compares
For Seterus, "Loan servicing, payments, escrow account" accounts for 41.2% of CFPB mortgage complaints in this profile; volume fell 97% from 2019 to 2021, ranking it #22 of 75 mortgage servicers tracked here by CFPB complaint volume and in this tracked set's upper third; this profile links 1 CFPB enforcement action. Company context: Acquired by Mr. Cooper Feb 2019. This profile retains the historical CFPB mortgage complaint record tracked for this servicer.
Compare the nearest profiles by complaint volume: Caliber Home Loans and Citizens Financial.
What Borrowers Complain About
Seterus borrowers' most common complaint category is "Loan servicing, payments, escrow account" at 41.2% of all complaints, followed by "Loan modification,collection,foreclosure" at 35%. The three most cited specific problems are: "account information incorrect" (0.2%), "account status incorrect" (0.1%), "investigation took more than 30 days" (0.1%).
The third most common category is "Trouble during payment process" at 7.7%, representing 329 complaints.
Other frequently cited problems include "information is missing that should be on the report" (0%) and "public record information inaccurate" (0%).
Complaint volume varied (2017: 568, 2018: 300, 2019: 34, 2021: 1).
Most complaints involve Conventional fixed mortgage (39.8%), followed by Other mortgage (28.3%).
Seterus's consumer dispute rate of 19.9% is well above the 8.3% industry average — more borrowers disagree with how their complaints were resolved.
Complaints are geographically concentrated: Florida (654), California (567), and New York (355) account for 37% of all complaints.
Complaint Volume Over Time
Annual Consumer Financial Protection Bureau complaint volume for Seterus from 2012 to present.
Annual Complaints — Seterus
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Recent Monthly Trend
Monthly complaint volume over the last 24 months.
Monthly Complaints — Seterus
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Top Complaint Issues
| Issue | Count | Share |
|---|---|---|
| Loan servicing, payments, escrow account | 1,762 | 41.2% |
| Loan modification,collection,foreclosure | 1,495 | 35% |
| Trouble during payment process | 329 | 7.7% |
| Struggling to pay mortgage | 269 | 6.3% |
| Other | 112 | 2.6% |
| Settlement process and costs | 96 | 2.2% |
| Application, originator, mortgage broker | 88 | 2.1% |
| Credit decision / Underwriting | 54 | 1.3% |
| Applying for a mortgage or refinancing an existing mortgage | 23 | 0.5% |
| Closing on a mortgage | 21 | 0.5% |
How Seterus Responds
Seterus closes 95.2% of complaints with an explanation — meaning they responded but did not necessarily fix the borrower's issue. Only The share of complaints closed with monetary relief was 2.1% to the borrower. Borrowers disputed 19.9% of Seterus's responses — above the 8.3% industry average, indicating more borrowers felt their complaints were inadequately addressed.
| Response Type | Count | Share |
|---|---|---|
| Closed with explanation | 4,068 | 95.2% |
| Closed with monetary relief Monetary relief | 88 | 2.1% |
| Closed without relief | 79 | 1.8% |
| Closed with non-monetary relief Non-monetary relief | 20 | 0.5% |
| Closed | 11 | 0.3% |
| Closed with relief | 5 | 0.1% |
| Untimely response | 1 | 0% |
Top States by Complaint Volume
View all 51 locations
| State | Complaints |
|---|---|
| FL | 654 |
| CA | 567 |
| NY | 355 |
| GA | 235 |
| NJ | 222 |
| IL | 179 |
| MI | 178 |
| MD | 147 |
| PA | 143 |
| TX | 134 |
| VA | 116 |
| AZ | 116 |
| NC | 93 |
| MA | 87 |
| WA | 87 |
| OH | 70 |
| NV | 68 |
| WI | 59 |
| CO | 57 |
| MN | 53 |
| OR | 53 |
| CT | 46 |
| TN | 46 |
| LA | 46 |
| IN | 42 |
| MO | 41 |
| SC | 36 |
| UT | 27 |
| RI | 24 |
| IA | 23 |
| AL | 22 |
| DC | 20 |
| KS | 19 |
| HI | 18 |
| NH | 18 |
| OK | 17 |
| DE | 15 |
| MS | 15 |
| KY | 11 |
| NE | 10 |
| ME | 10 |
| NM | 10 |
| AR | 8 |
| ID | 7 |
| WV | 6 |
| MT | 6 |
| ND | 5 |
| SD | 3 |
| VT | 2 |
| WY | 2 |
| AK | 1 |
Seterus's complaints concentrate in Florida (654), California (567), and New York (355). These three states account for 37% of all complaints. If you're dealing with Seterus, check your state's foreclosure laws — protections vary significantly. Law pages for its top complaint states: Florida, California and New York.
CFPB Enforcement Actions
Ordered to pay for widespread failures in processing loss mitigation applications and sending borrowers misleading notices about application status and document deadlines.
Legal History
Seterus appears in 1 legal case tracked by American Default, including federal enforcement actions, U.S. Department of Justice settlements, state attorney general actions, and class action lawsuits.
Federal Enforcement
Consumer Financial Protection Bureau v. Seterus, Inc. / Kyanite Services, Inc.
Ordered to pay for widespread failures in processing loss mitigation applications and sending borrowers misleading notices about application status and document deadlines.
https://www.consumerfinance.gov/enforcement/actions/seterus-inc/
Search Seterus Complaints
Browse the 500 most recent complaints filed against Seterus. Filter by issue type, state, date range, or keyword. Try filtering by "Trouble during payment process" — it represents 41.2% of all complaints. Most complaints originate from Florida.
Know Your Rights with Seterus
File a CFPB Complaint
If Seterus is mishandling your mortgage, file a complaint with the CFPB. Seterus currently responds to 99.7% of complaints on time, ranking #16 of 75 servicers.
Send a Qualified Written Request
A qualified written request asks about servicing your mortgage account. The federal servicing guide explains which requests are covered, where they go, and the response requirements and exceptions.
Get Free Housing Counseling
A HUD-approved housing counselor can review Seterus's actions on your account, help you negotiate, and guide loss mitigation options — at no cost. If you're in Florida (their highest complaint state), find local help.
Find Legal Aid
If Seterus is violating federal servicing rules, a legal aid attorney may represent you for free. Seterus has 1 CFPB enforcement action on record — the linked orders describe those cases.
Letters about your mortgage account
A qualified written request asks about servicing your loan. A notice of error identifies a servicing error. Federal rules have different requirements and exceptions for these letters; the guide to your rights explains them.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing. This data is provided for informational purposes only and should not be construed as legal or financial advice. Complaint volume correlates with servicer size — larger servicers with more customers naturally receive more complaints.
Questions about Seterus
How many complaints does Seterus have?
Seterus has 4,272 mortgage-related complaints in the CFPB database since 2012, ranking #22 out of the top 75 mortgage servicers by complaint volume. Their timely response rate is 99.7%, which is above the 98.8% average across the 75 largest servicers. Their 19.9% consumer dispute rate is above the 8.3% industry average, suggesting more borrowers disagree with Seterus's complaint responses.
What is the most common complaint about Seterus?
The most common complaint category is "Loan servicing, payments, escrow account" at 41.2% of all complaints — payment processing problems — misapplied payments, escrow calculation errors, and billing disputes. Borrowers report payments credited late or to the wrong account, escrow shortages they weren't notified about, and unexplained fee charges. The most frequently cited specific problem is "account information incorrect" (0.2% of complaints). The second most common category is "Loan modification,collection,foreclosure" at 35%.
Has Seterus faced any CFPB enforcement actions?
Yes, Seterus has faced 1 CFPB enforcement action, with $500,000 in recorded penalties. In 2020: ordered to pay for widespread failures in processing loss mitigation applications and sending borrowers misleading notices about application status and document deadlines. You can review the full consent order on the CFPB enforcement page.
How do I file a complaint against Seterus?
File at consumerfinance.gov/complaint. Select "Mortgage" as the product type and name Seterus as the company. Select "Conventional fixed mortgage" as the sub-product — 39.8% of complaints against Seterus fall in this category. Describe your issue in detail — include dates, account numbers, and any written correspondence. The CFPB forwards your complaint to Seterus, where the company can respond through the CFPB process. You can also send a Qualified Written Request (QWR) under RESPA § 6 directly to the servicer, which has requirements and exceptions explained in the linked guide.
What does the timely response rate mean for Seterus?
The 99.7% timely response rate means Seterus responded to that share of complaints within the CFPB's applicable response window, ranking #16 of 75 servicers. The industry average is 98.8%. The share of complaints closed with monetary relief was 2.1% and 0.5% in non-monetary relief (such as account corrections or fee waivers). "Closed with explanation" — the most common outcome at 95.2% — means the servicer responded but did not necessarily resolve the borrower's issue.