Date Received: 2017-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is with Nationstar now known as Mr. Cooper. I asked them to do an in house appraisal ( a cheaper version of a full appraisal ) so that I could have my PMI insurance removed. XXXX from XXXX XXXX XXXX came out to my home at the request from Nationstar ( Mr. Cooper ) on XX/XX/XXXX. He took pictures and walked the house including the outside. When the valuation came back at {$480000.00} I was disappointed especially considering my neighbors house across the street just sold for {$510000.00} and a few weeks later my other neighbors house sold for about {$530000.00}. Note : our neighborhood is only about 5 years old ( my home is just over 4 years old ) so our homes are newer and very similar. His report was a disaster : Here are the listed issues : 1-The report is a BPO, not an appraisal. The disclaimer on page 7 of his report clearly states that the report is not an appraisal, and it was completed by a real estate broker, not an appraiser. I understand that we bought an indoor appraisal but what we were told was an appraisal nonetheless not a BPO. Had it been made clear to me when I spoke to the PMI Nationstar customer service rep when ordering the appraisal I would have paid for the full appraisal. 2-The appraiser just made adjustments based on total square footage, not above grade, below grade, and basement finish. This is huge since several of the comparables had unfinished basements. 3-Almost all of the comparables are rambler style homes, why did he not use 2-story properties like the subject property. There are more than enough 2-story properties in the area ( See attached comps ). 4-Fireplace count is incorrect, we dont have a fireplace, however we do have a radon system installed that we were told would be included on the report when we asked. 5-Garage count is incorrect he states 2 car when his picture of our home clearly shows 3. The agent listed that the subject property and all comparable properties have 2-car-garages, which is incorrect. The subject property and comparable sale # 3, and comparable listings # 1 and # 2 all have 3-car-garages. 6-Our office is missing 7-Six comparable properties were included in the BPO, all six were listed as 2-story properties, only one ( Comparable Sale # 3 ) is actually a 2-story property. The agent actually listed 5 of the properties as 2-story homes when they are clearly ramblers. Note we agree with Comparable Sale # 3 XXXX XXXX XXXX XXXX XXXX XXXX UT being used as it is across the street from our house in the same cul-de-sac and thus not included in our comparables provided in our attachment. 8-The BPO shows Comparable listing # 1 and Comparable listing # 3 as having been built in XX/XX/XXXX, but the MLS listings clearly show them as having been built in XX/XX/XXXX. 9-The bedroom and bathroom count is incorrect. Our home is a 5 bedroom 3 bath not what he shows a 3/2. 10-The appraiser knew we had a finished basement as shown in our pictures provided since he took a picture of the downstairs bathroom but failed to provide any other photos of the basement. 11- The appraiser also asked us where we needed to be with the appraisal which to my understanding is not acceptable in the industry. I filed a formal dispute to the 2 provided email addresses from the Nationstar PMI department reps I spoke to XXXX and XXXX on XX/XX/XXXX and was told it would take about 3 weeks to have a response. I called on XX/XX/XXXX since I had n't heard anything and was told my request was n't in their system. I then re-forwarded my request to the EXACT same email addresses used on XX/XX/XXXX and the Nationstar agent said it came through. After waiting several weeks again I called back in XX/XX/XXXX about the XX/XX/XXXX-XX/XX/XXXX. Only to be told that I could no longer dispute the valuation because apparently the person who did the valuation ( XXXX at XXXX XXXX XXXX ) no longer worked there. I was told I was still going to have to pay for the valuation and that was the end of it. I asked for a manager and was told that XXXX would call me back, after not hearing from XXXX after a couple of days I called again and asked for another manager I spoke to XXXX on Monday XX/XX/XXXX and he told me it was true I could no longer dispute it and when issues come up with companies like like XXXX XXXX XXXX they no longer use them they are taken out of their system. He then told me THEY would pay for a new valuation and work on not having me not pay for the first one since it has been such a nightmare. I agreed to the new valuation. On XX/XX/XXXX I was contacted by the exact same guy who did the first valuation to come out and do my second one XXXX with XXXX XXXX XXXX. I called Nationstar immediately and was told another manager would get back to me on FRIDAY 3 days from now after he looked at my file. My wife called after I was told 3 days and she was told another manager would call her back since they were at lunch, hours later still no return phone call. Nationstar/Mr. Cooper has a very interesting phone system when you call in. Every time you call in you go to a different state and when you say the name of the last person you spoke to they do n't know who that is even if it is a manager because they are in a different state and they ca n't transfer you to that person. So you have to start all over EVERY time you call in. No accountability on anyone 's part once they are off the phone with you. It feels to me as though they will do whatever they can to make sure you ca n't remove the PMI insurance.
Company Response:
State: UT
Zip: 84095
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I received a letter from the law firm of XXXX and XXXX in XXXX Texas stating that my mortgage with Nationstar Mortgage was past due and near foreclosure. This information was not accurate and immediately faxed a request for them to validate the debt information as per my rights under FCRA and FDCPA. The fax was sent on XXXX/XXXX/XXXX ( fax confirmation attached ) and I have yet to hear a response from the company. They continue to report the mortgage as past due and in foreclosure despite the account being paid in full in XXXX. I was recently denied a car loan because of their false reporting.
Company Response:
State: TX
Zip: 76135
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX, Loan # XXXX, Case # XXXX, CFPB Case # XXXX Property Adress : XXXX XXXX XXXX XXXX, XXXX. XXXX Dear XXXX XXXX, Thank you for responding to my concerns. According to the account information I received from attorney XXXX XXXX, dated XX/XX/XXXX, it states within the foreclosure document my note was in default XX/XX/XXXX and a notice was mail. Furthermore, in order for XXXX XXXX XXXX to mail me out such an notice of default I wouldve have to miss two monthly mortgage payments to be considered in default of the note. Please note my first date of delinquency should be XX/XX/XXXX. When four miss mortgage payments occurred is when any foreclosure proceedings can start on the property.
Company Response:
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX transferred/sold my mortgage to Nationstar Mortgage on XX/XX/XXXX. Notice of transfer arrived in late XX/XX/XXXX. I called Nationstar to inquire about payment due XX/XX/XXXX. Call Center contact stated a window from XX/XX/XXXX would permit transfer completion. Then, I could make payment on Website at no charge. The Website requires input of all nine digits of my Social Security number. I called company to state that requesting all nine digits of Soc. Sec. # over the Internet is an open invitation to identity theft that no serious financial institution would request. Also, programmers from XXXX XXXX, as identified on Website, know this. A manager acknowledged this as true. Thus, he stated he would input a code that would permit payment by phone on XX/XX/XXXX of my regular monthly mortgage payment with any related fees waived. Per this agreement, with guarantee that conversation was being recorded and notes taken, I called to make payment. Call center staffer failed to understand what code referred to and said her computer would n't permit my regular payment to enter. Per her advisement, I called on Monday, XX/XX/XXXX, wasted much time going up food chain to manager who understood about code and took my regular monthly payment. This manager acknowledged Nationstar 's failure to permit XX/XX/XXXX payment for XX/XX/XXXX, which was refused every time I tried to make it after XX/XX/XXXX, when Call Center agents either played dumb or did n't know how to input code to permit XX/XX/XXXX payment. This all dragged on until XX/XX/XXXX payment for XX/XX/XXXX. Since then, I have wasted hours of time in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX going up the food chain to find a Manager capable of inputting code to permit regular monthly payment on the third of the month, as previously agreed with original Loss Mitigation Manager who offered to input code, after stating he understood invitation to identity theft, if I used Web site to pay, since nine digit Soc. Sec. # a required to make free payment on Website. Company now claims I owe more than {$4000.00}, since none of my payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were applied. Claim is that payments were " partial. '' I have been harassed and threatened with foreclosure by phone on a recorded line, and multiple hard copy letters spewed out by computers automatically. Several managers have stated that they have no control over computer generated letters, and to ignore them. And, letters state that no legal actions will be taken against me for any reason if this $ 4000+ is n't paid. But on XX/XX/XXXX, I was sent a letter advising me to send it to my attorney since I must pay at least {$4000.00} in late fees and penalties, since my regular monthly payments, made by telephone, with the code input to accept the payments, have not been applied. Now, I am being threatened with foreclosure proceedings, since I am in default. To cure default, the letter states I " must pay {$3200.00} in addition to other amounts that become due, and so on. Twice I requested investigations into inaccurately reported records of my monthly payments to XXXX XXXX either by telephone or in person at a brick and mortar bank branch. All payments made at XXXX XXXX branches are validated with time/date stamped receipts. I have read out data on these receipts many times to call center staff at Nationstar. Nationstar is nothing more than an aggregate of call centers throughout Texas and Arizona, with computers programmed by XXXX XXXX programmers. Those programmers are mentioned on the company 's Web site, and all managers have acknowledged in taped telephone calls that the XXXX XXXX programmers know exactly what they are doing. Meaning, they have programmed Nationstar 's computers to creatw appearances of past due payments leading to fraudulently alleged defaults. The printouts from XXXX XXXX sent to me by Nationstar indicate all the inaccuracies that XXXXXXXX XXXX passed on in its records to Nationstar during the transfer. Also, Nationstar Managers have insisted that I show further proof of regular monthly payments for almost a year by uploading PDF 's of my current checking account at the XXXX XXXXXXXX XXXX, i.e. XXXX XXXX. I refused to do so, claiming that again, bank statements of mine going over the Internet in PDFs back over a year were way more than any reasonable requirements by a serious financial institution. By doing so, I would become vulnerable to identity theft and having my checking account emptied. ( That had happened in other circumstances previously, when I was an XXXX XXXX radio reporter based in XXXX, XXXX. XXXX XXXX held my checking account in New York, at the time And, XXXX XXXX made direct deposits to my checking account at XXXX monthly. XXXX began bouncing my checks, and insisted that XXXX XXXX was lying about the direct deposits it was making monthly. As it turned out, after eight months of lying over the telephone by a XXXX EVP, XXXX XXXX back then sent me all of its direct deposit slips to XXXX via diplomatic pouch in XXXX, XXXX. In the end, I had to fly to XXXX XXXX, to show the XXXX EVP in person the direct deposit slips from XXXX XXXX. XXXX XXXX then threatened to send its superstar Consumer Reporter for the XXXX XXXX to XXXX to report the story live. Only then, did the EVP at XXXX reveal that a dummy account had been set up inside his branch where internal theft was occurring every month by an employee who was draining my XXXX paychecks from my account. XXXX lawyers in the end had to keep me in XXXX, for three weeks, to hammer out an agreement to cover all my expenses, back pay, and a return ticket to XXXX, which they did pay for ). When I visited the FBI in XXXX to ask what to do in such cases, an officer educated me very well about never doing what a bank requests that puts me in jeopardy again. The FBI explained exactly what to do under such circumstances, and I still have the name of the EVP then at XXXX charged with flagging my account, to watch over it and handle personally any requests of mine regarding my checking account ). But, in this case, given the threats of foreclosure proceedings by Nationstar unless I provided my checking account statements over the Internet, I did send them. And, I also included in writing the unreasonableness of this request and my being forced under duress to comply with it, given the threat of foreclosure proceedings. Thus, I did send the XXXX XXXX statement in PDFs per Nationstar 's Managers ' requests. At the suggestion of an honest Manager last week, this fellow urged me to write a complaint to the CFPB, and get a case number validating that I did so. And, he also provided me with the code to give any Nationstar Manager immediately, to avoid the hours and hours of wasted time trying to make my subsequent monthly mortgage payments. The harassment in the latest letter, with statement of my current default and the demand to cure it with many thousands of dollars deliberately claimed as owed to Nationstar results from a failure to apply the payments I have made by agreement with Nationstar Managers who know full well that they are not applying the payments deliberately. That, to be able to claim I owe more than {$4000.00} to cure an invented default to earn Nationstar many thousands of dollars they have no business demanding from me. In no way do I owe Nationstar over {$4000.00} for its failure to apply my monthly payments on purpose. I have been harassed and threatened with foreclosure proceedings and under duress, been forced to deliver information far beyond that due to a fair financial institution. While I want to provide all documentation of the above, I am not comfortable including any account numbers online over the Internet. I will upload the documents with PDF 's, soonest. The documents and Nationstar Mortgage know me by name and account number, having had so many phone conversations and correspondence with so many managers to date. I can gladly provide any useful account numbers via phone to the CFPB via telephone, which I intend to do. with the last four digits.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: What is the complaint about? : Nationstar Mortgage XX/XX/XXXX, Response to Complaint filed with CFPB on XX/XX/XXXX. What type of problems are you having? Fraud ; Inconsistent Statements What Company is involved? Nationstar Mortgage Who are the people involved? Nationstar Mortgage Research and Response Department Nationstar Customer Relations Specialist, XXXX XXXX What happened : On XX/XX/XXXX, we received Nationstars response to our first complaint # XXXX. Nationstar was directed to remove the flood protection insurance placed on the property located XXXX XXXX XXXX, XXXX, CA XXXX. In their response, XXXX XXXX states, our records do no ( sic ) indicate that flood protection insurance has been placed on the account nor have we ever escrowed for this item. We understand that the property is not in a flood zone and we have escrow for hazard insurance and taxes. XXXX XXXX statement is in direct conflict with Nationstars XX/XX/XXXX, Research Reference # XXXX letter, which stated, A Notice of Payment Change that reflected the monthly payment increased to {$1200.00}, effectiveXX/XX/XXXX, was sent to the attorney and bankruptcy courts. In reviewing the escrow account, we confirmed that the increase in the property taxes and purchase of lender placed flood insurance coverage, effective from XX/XX/XXXX, to XX/XX/XXXX, has contribute to the increase in the monthly payment. You may also purchase insurance and provide proof of the policy to cancel the lender placed insurance as a policy you purchase would likely be less expensive. Once we receive proof of the insurance we will cancel the lender placed insurance and refund the paid premiums to the escrow account. We have had insurance on the XXXX XXXX property since XX/XX/XXXX. Our insurance is through XXXX XXXX. Since XX/XX/XXXX, Ive mailed proof on at least two occasions to Nationstar, XXXX XXXX XXXX, XXXX Ohio. My other issue with Nationstar is they are stating as of XX/XX/XXXX, the interest on the mortgage payment will adjust 1 % due to the modification agreement, house payment {$940.00}, which I completely understand. However, XXXX XXXX is stating the monthly escrow payment is {$460.00} which makes the mortgage total {$1400.00}. The monthly escrow payment amount is incorrect because they are still charging us for hazard insurance which I have been trying to have removed. I want this lender placed insurance removed ASAP and the paid premiums refunded to the escrow account as stated in their XX/XX/XXXX, letter.
Company Response:
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house burned down in XXXX XXXX. My insurance company sent the checks to cover the rebuilding of our house payable to me and to the mortgage company. The mortgage company is still holding on to {$7800.00} and refuse to give it to me. I need this money to finish paying my builder. They sent an inspector to my house to verify that it was rebuilt on XXXX XXXX, XXXX. The inspector and I both signed the inspection report wherein she stated that the work was 100 % done. You will see that the mortgage company very obviously altered the signed document stating that rather than 100 % completed, the house is only 28 % completed! How on earth can you determine such a precise number - 28 %? The mortgage company has deliberately committed fraud and should be held accountable for altering a signed document. In any event I want the mortgage company to release the remaining funds. This is MY money, not theirs. We received a Certificate of Occupancy, has been occupied since XXXX. There is no legal reason for them to illegally and arbitrarily refuse to release MY money to ME. I was instructed by a representative of the mortgage company to send my complaint to their customer relations department which I did on XXXX XXXX, XXXX. As of this date they have not even had the courtesy to respond to my complaint. Copies of the documents and my last correspondence to them are attached.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please consider this correspondence to be formal notice that our mutual client is hereby appealing the denial of loan modification because your company failed to evaluate this borrower for all loss mitigation options available in violation of Regulation X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ) .We have been advised that the loan does not qualify for a loan modification due to the income submitted showing the ability to afford. The client income submitted is roughly 10,000. with expenses around 8,000. We feel the lender has failed to take in to account the borrowers change in circumstances and ability to now pay due to the change in hardship. We feel the lender has handled the file improperly and failed to consider all factors.
Company Response:
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Champion Mortgage erroneously force placed flood and hazard insurance in the amount of {$6700.00} causing my balance to become negative and putting the loan in default. Valid insurance was in place for the period XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX Champion generated a " Notice of Condominium Insurance Requirement ''. I received that by USPS on or about XX/XX/XXXX. I notified Champion I indeed have the insurance and put them in touch with the condominium manager to verify. Force placement occurred XX/XX/XXXX. On XX/XX/XXXX we again sent the XXXX policy to Champion showing proof of insurance. XXXX statement dated XX/XX/XXXX received on or about XX/XX/XXXX reflected same charges and default of mortgage.Countless phone calls and faxes proving insurance in place finally yielded a " Notice of Force Placed Insurance Cancellation '' dated XX/XX/XXXX received on or about XX/XX/XXXX. However no funds have been deposited back in the account thereby leaving the loan in a defaulted status. More letters from Champion on XX/XX/XXXX and XX/XX/XXXX asking for proof of insurance even after receiving the Cancellation of Force Placed Insurance notice! Again, after hours of phone calls Champion agreed that the monies should be credited back but as of today, XX/XX/XXXX no such action has occurred and the loan remains in default. I am afraid other charges will accrue and my credit is being hurt. Champion continues to provide no answers as to when the monies will be credited and what they will do the repair any damage to my credit. I continually have to speak with different people and explain the error they made over and over only to have to next person tell me they see it in the system but there is nothing they can do. An appraiser came to the house today and Champion said it was because the loan was in default. Today at XXXX XXXX they hung up on me.
Company Response:
State: FL
Zip: 33308
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to have my name added to the loan they did it but it is still wrong. I 'd like to receive a copy of my original loan and servicing documents, I yet to receive them. I have been given the run around. At first they sent me documents to say that I am not on the loan and once I pointed out on the assumption document that was my signature, were I signed first. they changed it but they have me as second on the loan and I am the borrower and my parents we the co-signers or co-borrowers on the loan. I have also asked for a copy of my payments from 1998 that would be another way to prove my title on this loan and have yet to receive those also. According to Real Estate Settlement Procedures and Uniform Commercial code I am well in my rights to receive the documents I am requesting and they need to prove they have the right to collect monies on this loan. I have trying to have this resolved since they took over the alleged servicing of this loan and we are still in the same place with the run around.
Company Response:
State: CA
Zip: 905XX
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: the previous mortgage servicer did not modify to benefit homeowner and refused to provide any info on its NPV and water fall calculations and never responded to the homeowners protest of the value due to builder defects which greatly affect the value on the open market also previous attempts get modifiaction under imminent default where ignored to the detriment by the delay of modification due current servicer has refused to address this issues and has foreclosed
Company Response:
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A