Date Received: 2018-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid all but my last payment with a mortgage with " Mr Cooper '' aka Nationstar. My XX/XX/XXXX payment I sent in the amount in the statement including principal and interest in the amount of {$600.00}. They sent back this XX/XX/XXXX payment. If you go online they state they need {$25.00} in order to provide a payoff amount. They said several times they would reverse the late charges. I can't tell what the payoff amount is and what is required to pay this off. They said they would reverse late charges several times. It was not done. They said they need payment in certified funds. I asked if that is in the loan agreement as I'll meet the terms of that agreement. Several reps said they don't know. The payment is now a month overdue, I've tried multiple times to pay, they said it has to be in the exact amount and in certified fund. I don't think that is in the agreement. I want to pay but they will send back any payment other than in certified funds. I recently paid off a mortgage with another bank and it was easy. I just paid with a regular bill paying service.
Company Response:
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a mortgage with Nation Star Mortgage. It was put in foreclosure. The home sold and was paid off in XXXX of 2015. The two credit bureaus that listed this item ( XXXX and XXXX XXXX ) listed the historical delinquency at 120 days late in months leading up to this sale. They properly lined out the months of XX/XX/XXXX and XX/XX/XXXX AFTER the item was paid. But they then listed a 120 day in XX/XX/2015 ... TWO MONTHS AFTER PAYMENT. I disputed this with the bureaus and it remains on both of them. I have attached two pages of my credit file. One showing the Nation Star item and the second page which continues with their historical listing.
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage Company/Mr. Cooper calls my phone without leaving a message bugging me about refinancing my loan. They also call about my payments when I am not even close to being at the date where I'm charged late fees. They've gotten in trouble for this previously and I've asked them not to call me.
Company Response:
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX we fell behind two payments due to personal reasons, once you get behind for more than 60 days they would only accept all amount due in order to continue with regular payments. They offered us a " Mortgage Reset " program, we would pay 3 payments over 3 months anytime during those months and after the third payment any past due amount would be tacked on to the back of the loan. We paid our first 2 payments XX/XX/XXXX and XX/XX/XXXX but in XX/XX/XXXX we were affected by hurricane Irma in Florida and had to purchase fuel, food and supplies in order to prepare. I called Mr Cooper and asked if there was any exceptions for hurricane victims and they said it would be ok to skip XXXX and resume XXXX and XX/XX/XXXX would be the date the past due payments would be placed on the back of the loan. When we tried paying again in XXXX the system would not take our payment so I called to have them do it over the phone. When they tried it would only accept a double payment but we did not have that much so they said we defaulted on the reset agreement. I called to get help from HUD and they said they would re-apply for the mortgage reset, after calling for 4-6 months being told it was still being processed each time I called they in XX/XX/XXXX they said it was approved and waiting on booking. In XXXX of XXXX they advised the Mortgage Reset is no longer a program they do so we would have to pay the total due over $ 12K which we did not have. We are a family of XXXX and have lived here for over 10 years now and they filed for foreclosure and are not interested in a modification since we had to do one 5 years ago do to a loss of job. We want to stay in our home. Please help us.
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It is my genuine opinion of Nationstar d/b/a Mr Cooper ( " Mr. Cooper '' ) have given me, as a retired veteran a furious anger for their cooperation. Since 2010 I have been trying to refinance or modify my interest only loan for a permanent and fixed loan. I have gotten nothing but denial letters. However, you keep taking my financial information over and over. As a retired veteran never have I experienced such disregarded for the sacrifices I have put my life on the line for. What an incredible experience of disappointment, today my mortgage note is over 5,000 with still denial to modify.
Company Response:
State: CA
Zip: 92596
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaints : 1 ) Loan Servicer Refuses to recognize and adjust the correct interest rate on the Loan. 2 ) Loan Servicer refuses to contact the Lien Holder to ask for temporary and or permanent forbearance.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I was serviced a summons at my Florida home, regarding a home in New York that was suppose to be settled in my divorce in XX/XX/XXXX. Ex wife was to do a refinancing or sell to clear me from the mortgage and all ties to the home in question. To my knowledge Nationstar Mortgage company which was and still is the mortgage company, helped my ex wife, supposedly to refinance in XX/XX/XXXX. In via a phone conversation to me by Nationstar mortgage staff, explained to me that I was title free and clear from that home. I have no knowledge of ever signing or approving any changes they made with my ex wife. With this said, I have gotten summons for a foreclosure. I have summon documents to support what I'm stating as well as, Nationstar Mortgage crossing out my name in several pages, made my ex wife sole owner and also put on paper that " I AM NO LONGER ON TITLE ''. My out look on this matter is that Nationstar Mortgage has been possibly misleading, falsified documents and fraudulent. This has put me in a situation that will cost me attorneys fees, lost work due to handle this matter and hurting my credit with the credit bureau.
Company Response:
State: FL
Zip: 33952
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Missing disclosures in Mortgage closing : XXXX # XXXX # XXXX NC Treasurer Unclaimed Property : Mortgage Escrow Reimbursement # XXXX Real Estate Lawyer Review : XXXX XXXX XXXX XX/XX/2017
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had problems with Mr. Cooper ever since they were Nationstar and pretty much from the time my loan transferred over from XXXX XXXX XXXX approximately 8 years ago. They never honored my due dates as promised according to what they were at XXXX. They returned payments back to me as I was entering the Loan Modification process, withdrew payments out of my account without my authorization as well as made up erroneous fees, when I overpaid instead of applying it towards the P & I and misapplied/lost my payments, to report it late and charge yet more fees. Little to none of these errors were ever corrected. All I received was the run around and numerous lies. I entered my first loan modification in XXXX when I was experiencing a decrease in pay and eventually a layoff. This process took forever, as it resulted in lost and missing documents on Nationstars part that had to be sent or faxed in numerous times, then I had to start the process over because the deadline passed. I dont how, when I was consistently submitting something on a weekly basis. Once the loan modification was in place, all was well for the first year and a half, until they did their so called escrow analysis when my payment went from around {$860.00} to almost {$1100.00}. Nationstar stated that my property taxes increased by over {$1600.00} a year. The fact is my taxes increased by approximately $ XXXX Then, they claimed I had a shortage. This was due to their calculation error, when they only factored a portion of the tax amount that they paid. For an entire year I went from customer service speaking with XXXX and XXXX, to escrow ( Ty ) to the tax department, then floor supervisors XXXX, XXXX, XXXX and loss mitigation ( XXXX, XXXX ) only to be told the same thing that my taxes went up {$1600.00}, or submit your tax statement and it will be researched and adjusted with a new analysis. Of course, these were just lies, as this went on from XX/XX/XXXX-XX/XX/XXXX. I eventually received temporary assistance for homeowners for 6 months. Once the assistance ended in the beginning of XX/XX/XXXX, I attempted to make payments, while still trying to get the mortgage amount adjusted. Once again when talking to XXXX? from escrow in XX/XX/XXXX/XX/XX/XXXX, she stated that the payment would be higher. I explained that I had just started working and had to take a significant pay cut and needed a lower payment, as it took an entire months pay to make the mortgage. Her advice was to remove the PMI insurance. How is this possible if the loan isnt paid down enough? If I had money to pay the loan down, I wouldnt need a lower payment. However, I continued to do my best with the mortgage. As Nationstar operated as Mr. Cooper and prided itself on excellent customer service, I explained the situation once again and received the same incompetence as I did from Nationstar, no one was understanding what I was saying and kept telling me that my taxes show the correct amount. ( you can change the name, but the same ineffective customer service remains ) At this point I dont know how many people or who I spoke to because not one of them knew the answer to anything!!! By XX/XX/XXXX, after I had incurred several unexpected expenses that took all or most of my pay. I once again entered a Loan Modification program and just like Dj vu ; the website was not large enough to support the completed Uniform Borrower Assistance Form, even though I completed it on online, I had to submit another, when scanned, the system doesnt take forms that come in picture form, I submitted the same form 4 times. Then it was written statements, etc., etc. etc. The assigned Loan Specialist was of no use, never called, never took calls, never provided updates via e-mail or written correspondence. Every week I called in and was informed either by a rep or website with this document submitted you will have a lower payment in 5 days, or 1 week or 2 weeks. But every day, Mr. Cooper wanted another document as requested via mail, which would be a week before I would receive the request to see what I needed to submit, which in turn only prolonged the process. I have faxed documents on XX/XX/XXXX, XX/XX/XXXX, and XXXX not including what was uploaded in the system and re-submitted numerous times since late XX/XX/XXXX/Early XX/XX/XXXX. I have written letters and given repeated explanations. Had I not taken the initiative to follow up regularly, I would be clueless!!! When I did speak with other loan specialists throughout the entire month of XX/XX/XXXX from XXXX, to XXXX, XXXX?? I was told the last document submitted would be the final one when asked is there anything else needed? Additionally, I was told by a male rep, not to make a payment and by a female rep not to make partial payments on my mortgage until the modification was approved as the amount would change. As the last so-called documents were submitted on XX/XX/XXXX and I inquired about my account, of course no one had an answer. As I went to log in to submit my payment I was unable to do so on any link. When doing a phone payment, it referred me to the assigned Loan Specialist, XXXX that has never been available. When I called Mr. Cooper back and spoke with another rep, I was not given a reason as to why I could not pay online. On XX/XX/XXXX, I received written notification from Mr. Cooper dated XX/XX/XXXX requesting a Luxury Bill/Proof of Occupancy.???? I don't know what they specifically want, but if I'm responding to their correspondence, does not let them know I occupy the premises? Again, I have called in every week, at least once if not twice since this modification process started and NO ONE has mentioned this document. This is the nonsense that I have been enduring from Mr. Cooper. When I went back into my account on XX/XX/XXXX to check my account, I am still in Step 2 of the Loan Modification process, the same place that I have been in since the beginning of XX/XX/XXXX with a message printed not accepting payments. It appears to me that Mr. Cooper has procrastinated with this document- a- week nonsense to obviously drive my account to a pre-foreclosure status. If they did not want to do the modification they should have stated this in the beginning instead of wasting my time, especially if I expressed an interest in wanting to keep my home, this way I could have sought out other solutions that could have spared me this grief.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX I contacted Mr Cooper loan services/ Nation star Mortgage LLc to investgatate as to why my home mortgage loan has NOT been reported to the national Credit Bureaus. After many hours of phone conversations, and finally a response letter from Mr Cooper XX/XX/XXXX, stating that they needed a filed reaffirmation agreement from my Chapter XXXX bankruptcy that was filed in the year of XXXX in order to report my loan to national credit bureaus. This company obviously reaffirmed my loan, as I have been making them payments for years. My last conversation with a Mr Cooper represenative XX/XX/XXXX, and said that they will absolutely not report my loan status to reporting agencys without a reaffirmation letter. My bankruptcy attorney sent a letter to me, and the lender stating that the judges in this district Do Not do affrimations of mortgages, and there is nothing that they can do at this point. Mr. Cooper/Nationstar Mortgage has repressed my credit scores, and financial abilities.
Company Response:
State: WA
Zip: 98684
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A