Homeowner makes all mortgage payments, still losing house

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CHANDLER, Ariz. -- A Valley woman says she's in danger of losing her house even though she's made all of her payments.

"We have two children and we've been currently living here for four years now," Monique Navarrete said.

She said her Chandler home isn't just a house, it's a home.

"We have all of our family functions, all of our family get-togethers," Navarrete said. "This is where we all meet."

And she said one thing she never forgets to do is to make her monthly house payment.

In fact, she said she's always paid on time.
"Our mortgage is our No. 1 priority," she said. "I always make sure that our mortgage is paid,
you know, before cellphone bills, everything."

So months ago, when Navarrete received a letter from her mortgage service, Seterus, saying
her home loan was in default, she couldn't believe it.

"I was in shock," Navarrete said. "My heart was racing. I just started crying!"

Navarrete said she has bank statements showing all her payments had been made, so she called
Seterus to find out what was going on.

Navarrete said she's sent Seterus all the requested documents numerous times.

Still, as proactive as she was in trying to resolve the issue, Seterus told Navarrete that her home
was in danger of going into foreclosure.

"I do not want to end up with no house, so it's definitely taken a toll on our household," Navarrete said.

3 On Your Side contacted Seterus, which tells us it is looking into the matter.

Navarrete said she hopes this mortgage mess will get straightened out and thanks 3 On Your Side for getting involved.

"I have no doubts that our payments were paid," she said. "My question is, where did my payments go?"

So where are those missing payments and can we save the house before it's too late? I plan on airing an updated news report as soon as the mortgage company can get back with me.