Date Received: 2018-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home in XXXX and the loan was modified in XXXX as we had difficulty paying about {$3000.00} monthly for house that we purchased at {$360000.00}. We received a letter from our present mortgage company, Mr. Cooper dated XX/XX/XXXX stating that XX/XX/XXXX marks the anniversary of the successful completion of your loan modification. Congratulations on reaching this important milestone This letter is to remind you of some very important changes that will go in effect on the above anniversary date. It also stated that an interest rate of 4.000 % would be applied starting XX/XX/XXXX and a monthly payment of {$2300.00} would begin from XX/XX/XXXX with a total number of payments of XXXX. I am attaching a scanned copy of the aforesaid letter. Our present mortgage company, Mr. Cooper, formerly Nationstar Mortgage, is trying to talk us into a refinancing agreement that will cost us more ( including a closing cost of {$3300.00} and an yearly interest rate of 4.75 % instead of 4.000 % ) than continuing with the term stated in the aforesaid letter from Mr. Cooper dated XX/XX/XXXX. I am attaching a copy of the recent communication from XXXX XXXX, the Loan Processor of Mr. Cooper dated XX/XX/XXXX. XXXX XXXX contact information : Email address : XXXX XXXX address : XXXX XXXX XXXX, XXXX, TX XXXX Phone number : XXXX ; FAX : XXXX In spite of insisting them to act according to the letter and emailing its copy, they are not honoring the commitments made in the letter. We would want them to go by Mr. Cooper 's letter dated XX/XX/XXXX word by word by ( i ) bringing the monthly payment to {$2300.00}, ( ii ) fixing the total number of payments to XXXX starting XX/XX/XXXX, and ( iii ) adjusting the extra payments we have been making since XX/XX/XXXX till to date. We feel helpless against these giant money lenders and seek your kind help in straightening up the matter so we are not unnecessarily prejudiced.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced with Mr Cooper rolling our first mortgage and second mortgage together paying off all our credit cards and other debts. We also had about {$40.00}, XXXX cash out on the loan. During the closing process we asked about a couple things that they said they were going to be paying off. One was a credit card that did not belong to us it belongs to my husband 's boss totaling over {$5.00}, XXXX. Then there were five checks made out to pay my school loans but they were made out to the incorrect company. We closed on XX/XX/XXXX, I called on XX/XX/XXXX to get them corrected. They dispersed funds on XX/XX/XXXX but still made the checks out incorrectly. I've attempted to contact them numerous times not being able to reach people half the time and being transferred to various people. It has now been over a month and I still am not getting any resolution on this. We are out more than {$7.00}, XXXX and feel like we are being ignored.
Company Response:
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Today XX/XX/XXXX I learned that a discharged judgment and foreclosed property from a XX/XX/XXXX Chapter XXXX Bankruptcy has appeared on our credit report after 7 years. Per the credit report the Debt is showing as XX/XX/XXXX Bank name XXXX XXXX XXXX -- No Data. Eviction is checked yes. Address is XXXX ( will disclose if requested ). XX/XX/XXXX Bank name XXXX XXXX Trustee for XXXX XXXX ( was XXXX XXXX XXXX then Nationstar ) - No Data. Eviction is checked yes Address is XXXX ( will further disclose if requested ). XX/XX/XXXX Bank name XXXX XXXX XXXX XXXX - Eviction is checked no Address is XXXX ( will further disclose if requested ) Judgment Amount is {$35000.00}. Home at XXXX was foreclosed in XX/XX/XXXX, there was no eviction and was my husbands property. XXXX was my property which was discharged in our joint bankruptcy in XX/XX/XXXX. There was no eviction. Also XXXX XXXX was related to XXXX XXXX and my name was not on that loan. It was a money judgment when the bankruptcy discharged it in XX/XX/XXXX at {$35000.00}. These items were not on any credit report until around XX/XX/XXXX when I received a letter from XXXX saying that my current address was changed to XXXX, a place I had not lived at for 3 years. Both of these banks are in violation of the terms of the bankruptcy as both property and judgment were discharged in the bankruptcy. I want these items permanently removed from our credit reports as this is some sort of retaliation. I have not contacted the banks because we have worked very hard over the past 7 years to keep our credit clean. I do not wish to play a game of dispute where each time they fight the dispute it drops our scores. We had to file bankruptcy due to my failing health and subsequent XXXX XXXX, but we did so according to the laws of the United States government. We did not underhandedly file false and misleading reports that are now compromising our character. What they have done is deceptive, unfair and they should be reprimanded as they had all records relating to our bankruptcy. These banks need to stop trying to ruin people with these types of tactics. It has been 7 years since the bankruptcy discharge and at least 10 years to the judgment filing. I can't even find an address for either bank to try to take care of this without damaging our credit files further. They are not listed in the creditor list on the credit report we just had pulled. So no way to contact them. We can provide whatever proof is necessary to get this handled including the court paperwork that dismissed any eviction case against us. We sincerely appreciate whatever you can do to stop these big banks from disobeying laws that were put into place to protect us. Thank you.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2018-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a letter to Mr Cooper due to a dispute with my escrow account when they sold my loan to XXXX XXXX. Apparently Mr Cooper Mortgage changed my escrow collections " by accident '' in XX/XX/2017 which left me a shortage of {$1600.00} owed this year. Therefore XXXX XXXX raised my monthly payments by {$200.00} which was a shock for me!!! Please see my attached letters for full details. After Mr Cooper received my letter they sent a response basically saying " sorry we made a mistake but you still the owe the money and we will not be paying for our mistake. '' As a consumer the purpose of escrow is to put enough money away to pay out my taxes, insurance, and other such things. If you are not going to do it correctly what is the point of you doing my escrow?? I as a consumer that pays all of my bills on time can certainly pay my own taxes, insurance, etc without having to have someone do it for me if I'm going to get XXXX in the end!
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have attempted to contact Mr. Cooper regarding the foreclosure on my property and have not have any success in obtaining assistance. I have informed them that I have the funds to reinstate the loan and they are not allowing me the time to do so. No one from Mr. Cooper has ever reached out to me to offer any assistance, to inform me of my late payments and to provide alternatives to foreclosure. I am now facing a foreclosure sale for tomorrow XX/XX/2018 and Mr. Cooper is refusing to do anything to help.
Company Response:
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper refuses to remove the PMI from my mortgage despite the fact that I have meet all of the criteria : -My balance is below 80 % of the original loan value. -I have never missed a payment nor been late on a payment. -I supplied a Broker Analysis proving that the value of my home had greatly appreciated from the original loan amount. I have been going back-and-forth with Mr. Cooper for almost 2 months and they are being obstructionist and refusing to remove the PMI despite meeting all of the criteria.
Company Response:
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since our servicer has changed there has been problem after problem. !, right after Mr. cooper took over purchased home owners insurance when active policy was already in place 2, held payments in lieu of additional payment. 3. purchased flood insurance when not in flood plane. 4. pre-approved modification that extended mortgage from XXXX to 40 years. 5. there has been numerous issues that this company has not addressed or taken responsibility for. they recently denied a modification stating too that there were 2 before. They need to be held accountable and they need to honor the last modification it can not be right to double the length of an existing mortgage. I have been in direct contact with the mortgage originator XXXX XXXX with less than stellar results and i quote, " SOMETIMES A MODIFICATION IS NOT A GOOD THING. All I want is to keep my home. Mr. Cooper says we are here to help and thats not true. On XXXX XXXX there was a complaint filed with you and no response from them at all. All I get is a standard form letter from them attached are XXXX but there are more. Attached is a receipt sent registered mail. In addition XXXX XXXX has been sent numerous documents as well
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company failed to provide and/or prevent my mortgage from going into foreclosure. The mortgage company is Mr.Cooper also goes by the name of Nationstar mortgage. Mr.Cooper never sent a notice letter of the default and/or action that needed to be taken by me. If they did attempt to call they were unable due to the change in my house number. However, I made two payment in the month of XXXX. On XX/XX/XXXX ( {$1200.00} ) and XX/XX/XXXX ( {$1200.00} ), Both mortgage payments were rejected. When I called to inquire as to why, a Mr. Cooper agent stated that they did not have a reason and that he did see on the account as to why. He then went on to say that I was only two months behind but to just send in the payment again. The agent told me all the wrong information.. It wasn't until XX/XX/XXXX still receiving no notice letters of default. It was this call that I was told that the deadline to take any action on the account which was XX/XX/XXXX the day that I called in and received the wrong information. I was then told through my telephone call that my home was put into foreclosure on XX/XX/XXXX. Since then I have called every day for action and assistance on my mortgage but for a month in a half they stated that they could not find the recording, they rejected calls/ gave me the run around, never returned my phone calls even though they said they would call me back personally. I was given fake phone numbers by managers. I was told that managers were in meetings and could not come to the phone. I was put on 20-30 minutes holds after reaching agents. I left an email to one agent that I had called but received a call back. Managers stated that they would listen to the recording of error and call me back within 24 to 48 hrs but never did. One agent XXXX set up a payment plan for repayment of two within one month. I was able to make a payment on XX/XX/XXXX for {$2400.00}. I said that I would pay the another payment of XXXX by the end of XXXX early XXXX. However, Mr.Cooper did not honor the action but dismissed the repayment plan. When I requested a letter in writing to state that they could not find the recording of the agent giving me the wrong information they said no. I tried to reason with them and state that the four months default of {$8000.00} would be paid off by the end of XXXX, to just give me forbearance of time however, due to the rejected payments and phone call they push me into 6 months default of {$11000.00}, making even more difficult for me to make all payments. They want me to add an additional {$20000.00} of debt on to the loan with modification. When I requested reinstatement they also refused to give that information within 3 days causing another deadline which increase the reinstatement amount. They are refusing to allow or consider any action requested because they are unwilling. They told to call XXXX XXXX about the loan. They also stated that it wasn't their action but the FHA people telling them what to do. They do not want me to keep my home but want to continue to drive me into further debt.
Company Response:
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2018-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint to cfpb ( Complaint Number XXXX ) a couple months ago. It concerned Mr. Cooper increasing my mortgage payment from $ XXXX/month to $ XXXX/month. cfpb was able to correct this matter BUT Mr. Cooper only complied for the year ending XX/XX/XXXX. Mr. Cooper did not refund the excess escrow amount on the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I sent Mr. Cooper ( AKA Nationstar ) a letter by certified mail # XXXX XXXX XXXX XXXX XXXX requesting that they re-evaluate my mortgage. They did not respond. A again I seek your help in having Mr. Cooper refund the excess escrow for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello : URGENT! I need your help please. Please do not forward this to your servicer to handle, I need help from XXXXXXXX XXXX because XXXX XXXX is the investor that owns the loan on my property. I am in urgent need of your help to approve a short sale for my property. The foreclosure sale date is set for XX/XX/XXXX. I have a solid cash offer which has been submitted and can close by XX/XX/XXXX, but your servicer, Mr. Cooper ( formerly Nationstar ), said that the guidelines for the investor ( XXXX XXXX ) are such that they will not accept any short sale offers unless it is 37 days or more in advance of a sale date, but for this offer, we can close by XX/XX/XXXX. Therefore, I am requesting that you approve the short sale so that my credit is such that I can put a roof over my head when I leave my house otherwise I will be homeless. Thank you in advance for your consideration, I truly appreciate it. How I ended up in this situation is due to a series of unfortunate and devastating events in my life which are further explained in this email. When I originally refinanced my home on or about XX/XX/XXXX it was due to a very difficult and emotionally devastating divorce just after suffering a devastating XXXX. During the refinance, I only took out money in order to buy-out my former husband so that I did not lose my home. I never knew that I was in a negative amortization loan at that time. At that time, XXXX was the lender and they suggested that I refinance periodically as the housing prices went up in order to move more of the second loan into the first loan in order to reduce the amount of the second loan. Every time I refinanced ( after my initial refinance ), I never took out any additional money. I did not take any money out of any refinances to go on vacations, to buy a car or to make any other large purchases. The only reason for the subsequent refinances was to lower my payment and to get more of the loan under a better interest rate by reducing my second loan. Over the last several years, my payment has adjusted yearly to add hundreds of dollars to my monthly payments. My monthly payments eventually doubled. Since the housing market crashed, I was unable to keep refinancing in order to keep these increases from occurring. I was never late on my house payments until about XX/XX/XXXX when my payments doubled. I started struggling to make these payments and although I was behind, I had always made my payments before it was thirty days late. However, by XXXX I finally came to the point where I could no longer keep up the higher payments even though I took on XXXX XXXX for additional income in addition to my full-time job. I tried to get a loan modification several times and I looked into the Making Home Affordable program, which did not work out. I cashed out {$120000.00} from my XXXX and put toward my house and that still did not work. I have been absolutely XXXX with XXXX and devastation by this situation. I can not sleep, eat, socialize with my friends and I am in a constant state of XXXX. And the recent XXXX of my Mom and XXXX my Dad to XXXX XXXX, in XXXX has made this situation even worse. My Dad went from walking well on his own to a wheelchair in a month. His sudden worsening of this disease was an emotional and a devastating shock to us and financially draining on my Mom. I helped with paying for services to assist my Mom with taking care of my Dad that his insurance would not cover. My Dads insurance company considered the care we needed as custodial. My Mom was XXXX years old, about to turn XXXX at the time, and she simply could not take care of my Dad by herself all the time. I helped pay for custodial care and for other items such as diapers, soft restraint, bed pads, etc. and a bed alarm so that my Mom would wake when my Dad tried to get out of bed. I went through all of this again recently when my Mom got sick and was hospitalized for four months and then XXXX XXXX. My Mom was my best friend and the most catastrophic loss of my life and going through this is almost as bad. I need a better credit rating so that I wont be homeless and a short sale will make it possible for me to get into a place. A short sale would be a win-win situation for me and the Bank. There is no guarantee of a sale at auction or if there is a sale, that it would be as much as the offer I am bringing to the table. This is also a great opportunity for the Bank to show good customer service and satisfaction by helping one of its customers with this dire situation. I am absolutely paralyzed with stress and devastation by this situation, but approving a short sale would shed so much light on my situation and I really appreciate the consideration. Can you please advise Mr. Cooper/Nationstar to approve the short sale on my property. Someone at XXXXXXXX XXXX has authority to approve a short sale, can you please help me reach that person? Time is of the essence due to the sale date of XX/XX/XXXX. Thank you so much for your assistance.
Company Response:
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A