Date Received: 2018-08-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have had a lot of life event 's and have reached out to Nation Star Mortgage / Mr. Cooper. Their location in XXXX, TX. XXXX XXXX location. I have just figured out that Mr. Cooper along with a company called XXXX " The mortgage is in my spouses name and has been diagnosed XXXX. I have been the co - contributor and the co-borrower. Nation Star and our dedicated loan specialist have instructed me to list myself in this fashion. During the loan modifications. We have asked XXXX XXXX XXXX to asst four times. I didn't realize in the paper work we sent them every time that was always lost. We had given permission to access credit bureaus and every single detail of our private history. Medical, insurance, social security, everything. I'm appalled, that they got assistance from another company that is affiliated somehow and double hit both of us with hard inquiries. I am accusing them of tampering with my ability to obtain credit and move away from the company.. I also know that the P M I insurance has paid them {$180000.00} and we have paid approximately {$20000.00} since 2010. I have asked them for the payment history and who the lender is. We always get contradictory information and statements.
Company Response:
State: TX
Zip: 75224
Submitted Via: Web
Date Sent: 2018-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home in XX/XX/XXXX because I wanted lower monthly payments. I chose to do this so that I could use the extra savings to apply to buy my son a car for school - I am a single mother with XXXX children. In the 4 years with this company, I never missed a mortgage payment. I was never 30 days late in payments. In XX/XX/XXXX, I was informed that my longstanding flood insurance policy with XXXX was not renewed for some reason. I called XXXX to clarify and they faxed over a copy of my flood policy to Nationstar mortgage company, which is now Mr. Cooper. I was told it was fixed and I thought all was settled but received more notices. I again had XXXX fax my flood policy to Mr Cooper in XX/XX/XXXX and XX/XX/XXXX. Apparently, Mr Cooper ignored faxes from XXXX and did not send payment and my policy was cancelled in XX/XX/XXXX because of nonpayment and I lost my grandfathered rate. I was told by XXXX that I lost my longstanding grandfathered flood insurance policy rate in XX/XX/XXXX - so I would have to pay {$460.00} to get an elevation certificate to see what my new rates would be. This is extremely important because my grandfathered flood insurance rate was only around {$1100.00} - because my longstanding XXXX policy was canceled, In XX/XX/XXXX, a lender placed policy around {$5400.00} was placed on my house in which I only found this out through my email. This more confusing because I thought all was fixed. I again called Mr. Cooper numerous times to see what happened because I was so confused because XXXX faxed my policy repeatedly. Continued horrible costumer service as I was placed on hold for long periods of time, one time I was told I was speaking to a supervisor only to find out the next phone calls that the person logged on my file was only employed there for two days, placed on hold to wrong departments and hung up on multiple times, supervisors never called back, calls were not logged I know this because they said we have not heard from me in weeks and so on when I knew I called. I spoke to escrow and even got a fax number to personally fax and figure out what happened with my escrow because I always had my insurance paid through escrow. To my knowledge, I am required to have escrow with my FHA loan. Correct? Especially because my home is in a hurricane evacuation flood zone. This action by Mr Cooper caused my monthly payments to become less affordable because they increased nearly {$500.00} per month. Even after a three way conference call with myself, an XXXX agent and someone in Escrow dept at Mr Cooper - in which my XXXX agent told Mr Cooper that the policy that was faxed in XX/XX/XXXX and in XX/XX/XXXX and again in XX/XX/XXXX was actually good for all three months. It was Mr Coopers escrow departments mistake for the lack of knowledge of this and then placing an unnecessary overpriced lender placed policy and caused me to lose my longstanding grandfathered rate which increased my monthly payments and further caused me to fall behind with payments. After, the elevation certificate, and a longstanding customer, XXXX worked with me and with some adjustments to flood insurance coverage - My new yearly rates were now three times higher around {$3700.00} up from my grandfathered yearly rate of around {$1100.00}. There was nothing I could do to get my grandfathered rate back. Furious with Mr. Cooper, myself and an agent at XXXX began to think that I was scammed in to refinancing only to lose more money and owe more - Like I was being punished for refinancing in the first place or Mr. Cooper was trying to get me out of my house or trap me there with higher payments and/or not able to sell my home. Also, because my house would not be as attractive than the home next door that maintained their grandfathered rate. No one is servicing was listening to me or XXXX. Mr. Coopers mistake has caused so much emotional damage. BUT, even more so, there is no way to even predict or even put a number on the future damage this has caused because of my credit score and the loss of my grandfathered rate. Stress, tears, anxiety can not ever be compensated. I lost a HUGE selling point for my home. I lost value in my home that there is no way a number can even be conceptualized or ever realized. Who will buy my home now with this TRIPLED flood insurance rate? Mr. Cooper has further trapped me because my credit score is now so badly destroyed that I can not even go to another mortgage company to sell or buy a new home. This is frightening. This entire nightmare has been a series of phone calls, between working full time 12 hour night shifts, raising XXXX children alone and scared to death that Im going to lose my house because someone did not renew my flood insurance? My high school children and I started packing our things in our home in boxes because we just anticipated Mr. Cooper was going to get us out of our home with all of these inconsistencies and suspicious behavers of claiming they never received faxes and calls and placing overpriced lender policies. No family should have to endure this for a mistake Mr Cooper made with servicing my loan. I was promised a {$460.00} refund on the elevation certificate - never got that. I was promised to have this resolved and all mistakes corrected and to reflect on my credit report as such. Instead, I was locked out of my online account and further reported to credit agencies. My credit score dropped over 150 points and credit card companies canceled my cards, lowered my credit limits and I started receiving bankruptcy rescue mail. I can not even qualify to lease a car for my son much less buy one for him after refinancing with this company. I worked very hard on my own as a single mother with no help to qualify to refinance my home at a lowered rate around 3.6 % from around 5.6 % to save money to put towards my childrens growing expenses Further, while I was at work one morning my already stressed out children were served papers by a sheriffs deputy for a Notice of Seizure and our home was up for a sheriffs sale on XX/XX/XXXX. Not only was my credit history destroyed - now it is on public record that my home is no longer my home because my Longstanding flood insurance policy was not honored? How is this not a scam? After even more months of phone calls through a painful automated system and no return calls from supervisors, I was told I would now have partial claims and re-modifications which were even more confusing because to my understanding this was only from origination of not renewing my longstanding XXXX policy. In XX/XX/XXXX - I receive a workout plan by Mr Cooper with my monthly payments of {$1400.00} this was even higher than they were before refinancing in XX/XX/XXXX. The agent argued with me about the amounts stating that my payments were always around {$1500.00}. It was only after I sent an old payment stub with the amount of {$1000.00} that she said she would call different departments and see what the issue was. Even after arguing my point and sending the documentation, she proudly offered a new workout plan with my payments at {$1100.00}. This was only lower a few hundred dollars WITHOUT a flood insurance policy included. I was told I would just have to save a little extra money to get flood insurance policy on my own. In which increases my payments around $ XXXX/month because of my NON-grandfathered flood insurance rate. I am in much worse financial situation now than before I refinanced. How is this possible? What happened? Why is this being done to my family? Isnt my flood insurance supposed to be escrowed because of my FHA loan? Or at least offer escrow options? Also during this time, this agent told me that she discovered that in XX/XX/XXXX my flood insurance policy was dropped one week before closing for some reason. I never knew this or was never informed of this I would have NEVER refinanced or signed any documents knowing someone purposely dropped or did not include or did not honor my longstanding policy with XXXX or inform me of potential future higher payment amount adjustments to my loan. This is very alarming to my thoughts of the origination of this what I and others believe is a scam to take my home from me or make it impossible for me to afford. I can not afford a lawyer I am trapped and at the mercy of Mr Cooper. Again, I refinanced my mortgage to have LOWER payments. Especially to have my home in foreclosure, put up for a sheriffs sale and lose my home who would ever refinance after this? Further, and sadly, my children both protested and stated they are never going to buy a home and only rent because of what they have seen their mother go through. This workout plan, all the discovery and how I was treated and how my children and I suffered are what prompted my complaint to your agency. I do not know what else to do at this point. We are scared. Their resolution is not a resolution with ANY part of favor to me. Im paying more for refinancing I see it as a punishment or a scam or both for refinancing with Mr. Cooper. Further again, I am not this person as reflected on paper with Mr. Cooper. I am a hard working single mother that put myself through XXXX school. I maybe had 4 late payments never over 30 days in the years that I had this loan - I am being treated like someone that does not work or pay her bills - this is not fair. The narrative of this story needs to be changed. Mr. Cooper made the mistake - they need to fix it to my benefit not Mr. Cooper.
Company Response:
State: LA
Zip: 70448
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Company XXXX XXXX XXXX Claims to own my mortgage and falsely has been collecting payments from me for many years. Only recently with a Foresic Loan Audit, I Found Out My Loan has been Paid Off Many Years Ago. Nationstar is now Currently Filled to Forclosure on my Home which is Imiminent / Urgent, Which is Paid Off. They Do Not Posses a NOTE or Deed Of Trust. They are Committing Fraud on the Court, As well as Already Filled a Fraudulent Judgement Against Me and Scheduled a Sheriffs Sale Illegally Due To Fraud On the Court. This is an Urgent/ Immiment Matter. Please Assist.
Company Response:
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2018-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Per conversations I have with XXXX, XXXX and XXXX, when negative reports are being sent from XXXX Nationstar Mr. Cooper which have been done over the past 18 months ... maliciously and intentionally adding false statements / reports sent to your company and other credit reporting companies ... IT WILL negatively affect your credit. This will obviously then negatively affect your credit score. XXXX Nationstar Mr. Cooper are fully aware of the past 18 months of their constant misreporting, intentionally malicious false reporting, negative reporting regarding my VA mortgage loan. You should have already after owning up to your mistakes via taped phone converations sent credit reporting companies a POSITIVE letter stating you are at fault and to reverse the damage you have done to my credit and credit scoring. As of today, I still do not see any positive changes on my credit report to reverse the damage XXXX Nationstar Mr. Cooper have done to my credit and credit score by continued lack of reporting all payments that have been made since XX/XX/2016 as well reversing the damage they have caused by intentional misreporting regarding my VA loan. I suggest you contact XXXX Indiana Police Department and listen to your audio tapes regarding over {$100000.00} your company intentionally reported on my credit reporting earlier this year and in which I also filed a cfpb complaint on top of identity theft and freezing my credit with the companies in which they also have taped conversations and I have a copy. Your company then quickly scattered to reverse the intentional negative malicious remarks and adding over {$100000.00} without my knowledge to my current VA mortgage loan. Your representative you're stating is available when I need to talk never returns my calls and does not return emails. I have the calls marked with my phone carrier as well emails that clearly show Mr. XXXX never returns calls nor emails. Your company has Consumer complaint on top of Consumer complaints with the same problem other consumers are having where your company is not reporting payments and incorrectly reporting payments or intentionally reporting negative reports that have as well negatively affected their credit which you have negatively affected mine for almost 18 months and still ongoing. Your representative Mr. XXXX telling me on taped conversations that I might want to look for another bank and refinance was the most ridiculous response and lack of professionalism I've ever come across with any creditor or company. I will continue filing complaints and moving up the ladder until everything is resolved, all payments are marked paid as we agreed upon on the phone tape conversations with your company after being misguided by Mr. XXXX XXXX with XXXX regarding the forbearance plan and telling me prior to stop making payments which was misguided in your company admitted being at fault. Your company agreed after owning up to the misguiding that you would start making all payments correctly reported back in XX/XX/XXXX this year and which they still are not all reported with the credit bureaus. I also need finally positive reports submitted by your company that will positively affect reversing all the damage your company has done by so many negative, misreporting, intensional reporting and malicious reporting for almost 18 months. How in the world this is not been resolved in such simple request is beyond me and my current bank XXXX XXXX who stated your bank and Company can easily resolve this matter and do not understand why the errors are not being addressed as well as some type of positive report sent to the credit bureaus to help reverse the Damage Done to my credit and credit score. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Per conversations I have with XXXX, XXXX and XXXX, when negative reports are being sent from XXXX Nationstar Mr. Cooper which have been done over the past 18 months ... maliciously and intentionally adding false statements / reports sent to your company and other credit reporting companies ... IT WILL negatively affect your credit. This will obviously then negatively affect your credit score. XXXX Nationstar Mr. Cooper are fully aware of the past 18 months of their constant misreporting, intentionally malicious false reporting, negative reporting regarding my VA mortgage loan. You should have already after owning up to your mistakes via taped phone converations sent credit reporting companies a POSITIVE letter stating you are at fault and to reverse the damage you have done to my credit and credit scoring. As of today, I still do not see any positive changes on my credit report to reverse the damage XXXX Nationstar Mr. Cooper have done to my credit and credit score by continued lack of reporting all payments that have been made since XX/XX/2016 as well reversing the damage they have caused by intentional misreporting regarding my VA loan. I suggest you contact XXXX Indiana Police Department and listen to your audio tapes regarding over {$100000.00} your company intentionally reported on my credit reporting earlier this year and in which I also filed a cfpb complaint on top of identity theft and freezing my credit with the companies in which they also have taped conversations and I have a copy. Your company then quickly scattered to reverse the intentional negative malicious remarks and adding over {$100000.00} without my knowledge to my current VA mortgage loan. Your representative you're stating is available when I need to talk never returns my calls and does not return emails. I have the calls marked with my phone carrier as well emails that clearly show Mr. XXXX never returns calls nor emails. Your company has Consumer complaint on top of Consumer complaints with the same problem other consumers are having where your company is not reporting payments and incorrectly reporting payments or intentionally reporting negative reports that have as well negatively affected their credit which you have negatively affected mine for almost 18 months and still ongoing. Your representative Mr. XXXX telling me on taped conversations that I might want to look for another bank and refinance was the most ridiculous response and lack of professionalism I've ever come across with any creditor or company. I will continue filing complaints and moving up the ladder until everything is resolved, all payments are marked paid as we agreed upon on the phone tape conversations with your company after being misguided by Mr. XXXX XXXX with XXXX regarding the forbearance plan and telling me prior to stop making payments which was misguided in your company admitted being at fault. Your company agreed after owning up to the misguiding that you would start making all payments correctly reported back in XX/XX/XXXX this year and which they still are not all reported with the credit bureaus. I also need finally positive reports submitted by your company that will positively affect reversing all the damage your company has done by so many negative, misreporting, intensional reporting and malicious reporting for almost 18 months. How in the world this is not been resolved in such simple request is beyond me and my current bank XXXX XXXX who stated your bank and Company can easily resolve this matter and do not understand why the errors are not being addressed as well as some type of positive report sent to the credit bureaus to help reverse the Damage Done to my credit and credit score. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, I reside at XXXX XXXX XXXX in XXXX, RI XXXX my loan number is XXXX back in XXXX I start an assumption with Nationstar. and then Mr. Cooper took over my loan. I have been divorced and have resided in the home since my divorce in XXXX. My x moved out in XXXX My X XXXX has not paid one cent into the home. In the last several years I have paid off all our debit including a HELOC loan that we both took out. I took XXXX back to court and he signed a quit claim deed and it is court ordered that I remove his name from the mortgage by XX/XX/XXXX. I was told by Mr. Cooper in XX/XX/XXXX that I would have to start an assumption process again. In XXXX I was sent to the wrong department and then realized it wasn't the Assumption Department. I have paid all my and XXXX debt to assume the home, even paying a HELOC loan off so that I can assume the home. I've been working with several staff members and have spoken to at least 20 people ( have every name at home ) and after months of supplying Mr. Cooper will all documentation I was denied the assumption due to debt to ratio. I was told I cant afford the payment on the home the very Home Ive been paying it for 10 yearsI last spoke with a XXXX XXXX an employee of Mr. Cooper I wanted to know the following. I am receiving money from my retirement on a montly basis for the rest of my life starting in XXXX of this year which will increase my pay and trade in my car for a loan of {$200.00} instead of {$450.00} lease which is now, can I get the assumption. These two things will take me way under the debt to ratio. the answer to me was they could not make a decision until I apply again. This is detrimental to me, if I do not get this assumption I will have to sell my home, the very home that I have been paying the mortgage on for the last 10 years. I also, don't want to change my vehicle only to be told that I still cant get the assumption. How can they tell me I cant afford it when Ive been affording it for 10 years. I will have to move. As this is going on interst rates are rising. Can you understand how life changing this is. I am asking that you review my file. My phone number is XXXX email XXXX. Thanking you in advance XXXX XXXX, XXXX Account Manager XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, RI XXXX XXXX : XXXX XXXX Fax : XXXX The best compliment anyone can give me is a Referral.
Company Response:
State: RI
Zip: 02919
Submitted Via: Web
Date Sent: 2018-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For fifteen years I have faithfully and on time paid my monthly mortgage payment via direct automatic debit from my checking account. The final payment was due in late XXXX. The servicer, Nationstar Mortgage d/b/a Mr. Cooper, did not debit my account for the final payment. I was told that they would only accept payment by wire transfer or cashier 's check sent via overnight mail. I have reviewed my mortgage and do not see any terms that would allow the mortgage holder or its servicer to place such onerous restrictions on the payment modality ( restrictions which will cost me money ). The company has also now assessed a late fee. In addition, the final payoff statement includes a recording fee of {$60.00} ; again I don't see anything in my mortgage that would allow that to be charged ; it is a cost of their doing business. I have spoken to the company four times and every time the answer is " that's our policy ''. At the end of my most recent call ( XX/XX/XXXX ), I was promised that a manager would call my cell phone to discuss the matter within two hours. Over a week later I have never received a call. I wrote to them twice ( attached ) and have not received a substantive response. They have me over a barrel - I can't in good conscience make my final payment because they are making it so hard to do so - both method and amount ( I question their statement ). You will note from the attached correspondence that they will not respond to me for over a month - by XX/XX/XXXX. That puts me another month past due, and of course I have legitimate concerns about their reporting me to credit bureaus I believe that the company is engaging in unfair trade practices by forcing final payment by restrictive and consumer costly methods, adding a recording fee, and not answering my good faith questions. Please review the attachments. They document my good faith efforts to engage and their
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2018-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a Mortgage being serviced by Mr. Cooper. I tried my best to get a HAMP Loan Modification. I made 3 TPPs also. Couple of them I admit were a bit late, because my father had a XXXX XXXX XXXX and I was running around the Hospitals and Doctors. However they say that they got only 2 TPPs., strangely, although I submitted my bank statements in proof of their taking all 3 payments. They sued me for Foreclosure and in their attached Law Suit Papers filed in the XXXX County Supreme Court, they show a total amount ( including interest, legal charges, escrow advances etc. ) of {$390000.00} due as on XX/XX/. Even this figure needs a detailed break down. But, if you calculate the per diem interest from XX/XX/2018 up to XX/XX/2018 it will amount to {$7100.00} - {$40.00} x 175 Days ). If you add these 2 figures, the Total dues are {$390000.00}. However, in their attached Pay Off Letter as of XX/XX/2018, they are showing a Total Amount due as {$410000.00}. That is a whopping {$20000.00}. How come they are overcharging me such a big amount? I need a detailed explain with calculations.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX client, XXXX XXXX is a victim of identity theft. While reviewing a credit report he found a fraudulent inquiry from Nationstar bank being reported to his XXXX and XXXX credit reports. This inquiry was made XX/XX/2018 and was done without his consent. In addition, his current home mortgage with Nationstar was accessed by the fraudster who then started the process of a home equity line of credit while on the phone with an agent from Nationstar ( Mr. XXXX XXXX ). Mr. XXXX never made direct contact with Mr. XXXX to verify if this activity was authorized even though my client has a 7 year fraud alert on his credit report. My client was made aware of this activity only after the finalized documents arrived at his home for him to sign and return.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I purchased an acreage. I had borrowed through XXXX XXXX XXXX as a first time home buyer. It was a FHA Loan. My taxes and insurance is all escrowed as well as the PMI ( private mortgage insurance ) In XXXX the PMI had come off my mortgage. Making my payment somewhere around XXXX a month mark. In XXXX I decided to refinance to take advantage of lower interest rate. The refinance was with Nationstar Mortgage. Who now is Mr Cooper. Since refinancing the PMI had went back on my mortgage. Since my refinance my payment has significantly climb to up over XXXX a month. Yet my mortgage balance does not not decrease. Last year at this time Nationstar mortgage told me in XX/XX/XXXX the PMI would come off. Mr. Cooper associates tell me that im not eligible now. Ive lived in this house I purchased for 8 years now. Never missed a payment, was never late. My mortgage balance doesnt seem to decrease How ever my payment continues to go up and up. I feel as if something is just not right. Ecspecially after being told by Nationstar before switching names ... that the PMI would fall off in XX/XX/XXXX.
Company Response:
State: IA
Zip: 521XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A