Date Received: 2018-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This letter is to report the mortgage company named NationStar or Mr. Cooper for improper trade practice and failure to honor mortgage modification agreement/contract. My house was originally purchased in XX/XX/XXXX, and the mortgage loan later transferred to NationStar ( aka Mr. Cooper ) on XX/XX/XXXX. Due to loss of income and high expenses, I requested for the mortgage loan modification, which was approved. The approved package was received on XX/XX/XXXX with agreed 3 months trial period monthly payment of {$1700.00} from original monthly payment of {$2000.00}. Shortly before the trial period expired, I experienced further loss of income and called the mortgage company for further payment downward adjustment. I spoke to numerous Mr. Cooper representatives in regard to what could be done to lower the monthly payment and I was often told to file an appeal. I filed an appeal on XX/XX/XXXX. The appeal was later denied. I called Mr. Cooper after receiving the denial letter and asked what to do next. I was told to wait until after the XXXX of XX/XX/XXXX to resubmit another modification application because the current modification had to expire before I could resubmit another application. I did as instruct and submitted another modification in XXXX of XXXX. I was told by a Mr. Cooper representative that the original modification application and information would be used again to process the modification. I objected to that and explained to the Mr. Cooper representative that it did not sound right because my reason for reapplying was due to further loss in my income and the previous information would not reflect my current income status at the time. I questioned why the original information would be used again, but the representative insisted on using the original application again without allowing me to submit the status of my lowered income. On XX/XX/XXXX, the second modification application was submitted and was later denied. In the meantime, I was instructed by the representatives several times not to make any payment while my application for modification was under review. Each time I reached out to Mr. Cooper to ask for what help they could render, the options offered often include resubmitting a loss of income mitigation application, repayment, foreclosure or short sale. I resubmitted a loss of mitigation application again on XX/XX/XXXX and Called on XX/XX/XXXX to check on the status of the application, and I was told that it was denied again on XX/XX/XXXX, although I was not notified. After finding out that the Loss of Mitigation was denied again, my wife asked the Mr. Cooper representative on XX/XX/XXXX, what help the company can render to a home owner, avoiding us from losing our home. My wife asked what Mr. Cooper can do to avoid our family from losing our home and the Rep. told her, there is nothing they can do. Although a loan specialist was always assigned to me, but its always very difficult to speak to the specialist. I have been misinformed and misdirected by several Mr. Cooper Representatives regarding the modification applications. At this time, I have not received further information from the mortgage company. I have made complaints of mismanagement of our account to Mr. Coopers managers and they failed to properly investigate our complaints. They have put us in heightened risk of foreclosure because they are offering unfair and deceptive modifications. We have sort help with organization such as XXXX and they say that Mr. Cooper/Nationstar borrowers that come to them ALL have issues and complaints that are never addressed or resolved by Mr. Cooper representative.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX18 @ XXXX, pre foreclosure actions were taken after speaking with Loss Mitigation Specialist, XXXX . Also, In XX/XX/2018, a cheque in the amount of {$1000.00} was mailed to me. The letter stated that I requested or someone requested on my behalf made the request for the amount of {$1000.00}. I did not make a request for this to be returned to me. Mr. Cooper personnel ( s ) made the decision to return cheque of {$1000.00}, placing me in preforclosure. In XX/XX/2018, a wire transfer of $ 5,000+ was made to Mr. Cooper XXXX My mortgage account was made current with this wire transfer and I resumed monthly mortgage payments. On XX/XX/XXXX2018, I called Mr. Cooper. I spoke with XXXX and I requested to make a partial payment of {$350.00}. I told XXXX that I would call the following week to pay the balance due. XXXX stated that this would be placed in system as unapplied fund. Confirmation # for this transaction:XXXX. On XX/XX/XXXX18, I called Mr. Cooper. I spoke with XXXX. I made payment of {$350.00}. I informed her that the balance of {$8.00} to be applied to the principal as the balance for the mortgage payment was {$340.00}. XXXX verbalized understanding. Confirmation # for this transaction : XXXX. Today, I received mortgage loan statement date XX/XX/XXXX2018. I noted that {$8.00} was applied as legal fees and adj-forbearance suspense. This is incorrect as the total monthly payment was made during the Grace period.
Company Response:
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was threatening foreclosure so I filed bankruptcy. I am presently in bankruptcy because of a balloon note. When I first entered into my bankruptcy my payment was {$1100.00}. Then it went to {$760.00}, {$840.00}, {$860.00} and now it is scheduled to go up to {$880.00} in XXXX. I spoke with XXXX from my mortgage company Mr. Cooper about a modification. What I would like is a fixed rate. I don't know if this is a modification or not, I presently have a balloon note.
Company Response:
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: paid off home loan XX/XX/2018 ... still shows on credit report as unpaid
Company Response:
State: NC
Zip: 28602
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I purchased a home in XX/XX/XXXX which was appraised at $ XXXX. In XX/XX/XXXX, I was aggressively pressured into a refinance by my lender, Nationstar/Mr. Cooper. At the time of the refinance the loan was at approximately 81 % LTV, and I disputed the inclusion of PMI. Before signing off on the refinance, I was verbally assured by a supervisor in the PMI department, XXXX XXXX, that after making 2-3 payments on the refinanced loan, it would be below the 80 % threshold and I could call in to have the PMI removed. I made the 2-3 payments in early XX/XX/XXXXXX/XX/XXXXand called Nationstar/Mr. Cooper to have the PMI removed. Because the property is now occupied as a tenant and the refinance was classified as a " tenant owned '' property, I was then informed that LTV needed to be at 65 %. No one had informed me of this prior to the refinance. XXXX XXXX claimed it was a new criteria. Fine. I have continued paying PMI for nearly two years. I called in a few weeks ago and paid to have an appraisal done. The appraisal came back at $ XXXX ( which I feel is low ). Regardless, the loan balance is $ XXXX, putting me at 62 % LTV. Nationstar/Mr. Cooper STILL refuses to remove the PMI " Because the loan is less than 2 years old. '' The loan is not less than 2 years old. It is 10 years old.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It may concern, I XXXX and XXXX XXXX would like to formally complain about my mortgage servicer Mr. Cooper. I submitted my complete application for mortgage assistance about 2 months. I keep following up and I speak to many people seems that no one knows whats going on. They've been give me the run around transferring me all over the place. Finally today, they told me theres no time to review and that I hand a sale date set for XX/XX/2018. As you can see, I've been bounced around given wrong information not just by rep but by managers. They admitted to handling wrong our case and that he was sorry but that my house will go for sale on XX/XX/2018. I explain that I have a family and that we are going to be in the street and my mother is very Ill to be move suddenly but he did not show any sympathy towards my situation. I stated to him that I do not want to lose my home that's all we have and that I will be thrown out with my family and no place to stay he he did not care I felt very discriminated at that point. I don't understand why they would ignore my application all this time and they waited to get close to a sale date to tell me they didn't review my application. I ask why is he treating us like that I don't deserve to be treated fair like everyone else its clear to me that you are discriminating me he disconnected the call and left me with words on my mouth. They are not even allowing me to appeal. All I'm asking is a fair review and for my sale date be postponed so they can get a chance to review my package and review my current situation with and to stop discriminating me. If this does not go anywhere I am going to seek legal advice to see if I can sue my mortgage company. I give permission to Consumer Financial protection Bureau to speak on my behalf and get to the bottom of this I am scare to call on my own mortgage servicer.Please, help me I do not want to be thrown out on the street with my family. Yours truly, XXXX and XXXX XXXX.
Company Response:
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper erroneously reported my mortgage payment late to XXXX - this has negatively impacted my credit score. I've been working hard to pay my bills on time and this is unacceptable! On XX/XX/18 I paid the mortgage on their website. Mr. Cooper removed the mortgage payment from my checking account on XX/XX/18 and then reported me late to the credit bureau on XX/XX/18. OnXX/XX/2018 I called Mr. Cooper 's customer service to request that they correct this mistake. Their agent told me I would have to mail all documentation to prove their mistake. I emailed them all the proof on XX/XX/18 and they have not responded. Why couldn't one of their employees fix their own error which has negatively impacted one of their customers?
Company Response:
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2018-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, we have big problem, there is a foreclosure sale scheduled for our home on XX/XX/2018 and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/2018 and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. Thank you.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2018-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr.Cooper is completely negligent and in violation of RESPA guidelines regarding a loan modification request. At issue is the fact that Mr. Cooper ; 1. Keeps misplacing documents which is negligent and criminally negligent considering people are facing foreclosure 2. Continue to request information they already have already confirmed receipt of 3. Are completely disorganized and do not allow people to talk to the actual people handling the modification which creates obstacles to homeowners seeking to avoid foreclosure. At this time Nationstar is in violation of RESPA guidelines for not acknowledging a complete package for modification which they have had in house since XX/XX/18. They are requesting a profit and loss statement which was never required as the homeowner is not self employed. It was merely offered as an option if homeowner did not receive pay stubs that showed year to date income and those pay stubs were provided on XX/XX/18. That means they have a complete package.
Company Response:
State: CA
Zip: 91351
Submitted Via: Web
Date Sent: 2018-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage that I pay through Mr. Cooper. My complaints are : 1. I rec 'd a letter from XXXX XXXX, XXXX XXXX XXXX, XX/XX/2018 indicating I contact her. I called and asked for her, attempted to contact her but reached a bogus extension and sent a letter XX/XX/18 2. I was NOT given accurate information on how much I owned. It took 3 1/2 weeks for Mr. Cooper to give me information on the re-instatement. During this time, fees are adding up, while I rec 'd 3 different figures indicating how much I had to pay to get out of foreclosure. 3. The best way to get proof of what they say in writing is to complain. XXXX XXXX contacted me after complaining on a ConsumerAffairs.com. 4. My payment was sent via Wire Transfer. I contacted Mr.Cooper that day, but no one could seem to locate the payment, until I called 2 days later. 5. The Info. that XXXX sent me on how much I owed, ( to be reinstated contained Pending charges ). I paid and asked what did I pay for? I can not get straight answers. Am I entitled to information on how much I owe and what I am paying for? These are the reasons why I am contacting you. If I have a right to know how much to know what I paid for, I would like to know. I have emails, letters, a witness and phone conversations if you need it.
Company Response:
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2018-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A