Date Received: 2018-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello : URGENT! I need your help please. Please contact the investor who owns my loan ( XXXX XXXX ) to get authorization for a short sale of my property. I am in urgent need of your help to get approval of 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 you have advised 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 get approval for 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 XXXX, 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 XX/XX/XXXX I finally came to the point where I could no longer keep up the higher payments even though I took on mystery shopping 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 401k and put toward my house and that still did not work. I have been absolutely paralyzed with stress and devastation by this situation. I can not sleep, eat, socialize with my friends and I am in a constant state of anxiety. And the recent death of my Mom and losing 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 XXXX 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 passed away. 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 XXXX XXXX and Mr. Cooper 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 get approval from XXXX XXXX to approve the short sale on my property. Someone at XXXX 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: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother and I applied for a mortgage loan in XXXX. The mortgage company we applied to was XXXX XXXX XXXX. In the beginning, we would receive a statement from XXXX XXXXXXXX XXXX for the amount due each month. The company was acquired and transitioned to Nationstar Mortgage Company in XXXX. After the transition, we no longer received any paper statements. We were not notified as to the reason for this paperless transition. We had to call the Nationstar Mortgage Company ( aka Mr. Cooper ) for the amount due every month. We only started receiving notices via email from Nationstar Mortgage Company the year XXXX notifying us of payment amounts due by certain dates in order to avoid a late charge. With this being the only information we had, we sent checks for the requested amount every month prior to the due date. This year, we discovered that weve been charged late fees every month since the transition started in XXXX. With no statements provided nor any notice that explained all of the charges, we were charged thousands of dollars in late and hidden fees over the years. Nationstar Mortgage Company has failed to provide us with any notice of our mortgage balance. We were charged late and hidden fees without notice even when we paid the requested amount provided by the emails. With limited balance information from Nationstar Mortgage Company and due to our language barrier, we did not discover the hidden fees until we downloaded the Nationstar app recommended by our accountant. After multiple attempts to get in contact with Nationstar Mortgage Company, we were finally provided copies of all the statements ( see attached for all hidden and late fees ). We scanned and attached copies of the statements that were mailed to us on XX/XX/XXXX. Weve also provided a copy of one of the emails that we received from Nationstar Mortgage Company in regard to payment.
Company Response:
State: OR
Zip: 97236
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello my name is XXXX. I recently had a change of mortgage companies. My original loan was with XXXX ; XXXX XXXX XXXX. Ive always paid my mortgage through the automated service which is linked with my bank account. There is no fee and its not set up for autopay. I would simply call around the time my bill is due and submit my payment. Yesterday i called XXXX on XX/XX/XXXX and they did not accept my payment because they sold my loan to a new company which is Mr.Cooper so i then called Mr.Cooper and they are charging me {$14.00} for the same transaction which has always been free for me. Why am i now obligated to pay this new fee every month! Please help. They have forced a new bill on me which wasnt my choice. My options have now changed because of this. Also i dont want autopay set up. There is no charge there, but its not an option i am interested in. I dont mind paying my mortgage but why this high fee? Id like it to be removed or it reduced dramatically.. maybe {$2.00} but still ive never had this fee. Companies shouldnt be able to charge a new or higher fee then the previous company. It just isnt right.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr. Cooper fka Nationstar has reported my mortgage late XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The home was sold and closed on XX/XX/XXXX. I have been told that it will be updating my credit report. As of now it has still NOT been corrected, nor will they provide me a letter stating that it is their error and that it is being corrected. I am trying to obtain a new mortgage and can not move forward because of them
Company Response:
State: GA
Zip: 31312
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Let me first say to communicate with ANYONE from Nations Star/Mr Cooper is useless. I continue to submit these complaints only to keep a paper trial going when I see discrepancies that could only come to harm us in the near future. For example, Nations Star/Mr. Cooper by its own response incorrectly ; intentional or unintentional gave conflicting information. The latest communication date XX/XX/2018 reference # XXXX cited I made a payment of {$1300.00}, THIS IS INCORRECT. As stated in our modification our payments are {$1200.00}. This payment should have been for XX/XX/XXXX. I was told it was not doing a follow up call, that the payment was for XX/XX/2018. As I stated, those funds were removed and the payment should have been reverse for {$1200.00} NOT {$1300.00}. Secondly, we were ask to provide information of the caller who called and attempted to force us to accept the modification and noted we did not accept, your records and notes on our account already has this information as a CSR explain she listened to the call and did not hear we did not accept, but did not agree with the terms and the modification was " rebooked '', what happen in this incident where we must provided information? Nations star already has this. This is unacceptable behavior. This company seems to have gotten prior housekeepers, dishwashers, food service and other blue collar workers and turn them into professional customer service reps, this will not work! These are examples of how much this institution lacks any business prowess and its customer service is a joke. 1 ) Modification terms were not explained to us 2 ) we already made trial payments and were told we had to make two more payment to for the modification to be booked 3 ) a mere CSR took upon himself to cancel the modification 4 ) two payments were sent but no one could find them 5 ) we were told CSR are aware of accounts irrespective of their locations, etc. WE request to get this account straight to reflect this missing {$110.00} to CSR told us was missing, this was not acknowledged in the above reference #.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan XXXX Borrower : XXXX XXXX To whom it may concern, I am writing this letter as my last attempt in hopes of coming to a solution with my servicer and having them postpone the current sale sate scheduled for XX/XX/2018. My mortgage loan is an FHA type of loan and my investor is XXXX XXXX. I was informed that I can send a complete mortgage assistance package to my lender 7 days prior to the sale date in order to receive a postponement and proceed with my modification review. And so I sent over a complete package to my servicer on XX/XX/2018. I called my servicer and I spoke to XXXX the supervisor in loss mitigation on XX/XX/2018. She advised me that my investor was XXXX Not XXXX XXXX and that I had run out of time to proceed with my modification review. I let her know I was advised differently and that I even looked up my investor on XXXX and the system reflected my investor being XXXX XXXX. It seemed as if she didn't even care nor did she have the information for FHA 's guidelines. All she did was kept repeating herself that my investor was XXXX and they could not do anything for me anymore. From what I have been advised and what shows on the FHA website, is that a borrower can submit a complete mortgage assistance package 7 days prior to a sale date and still have the opportunity of proceeding with a modification review. It seems Mr. Cooper is trying to do otherwise and will not give me a chance to save my home even though by law I should be entitled to do so.
Company Response:
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For years, I have been attempting to resolve this dispute with the Mortgage Holder / Servicer ( s ) of my Home Loan - first on my own, then with the assistance of others - including my attorney. Despite our best good faith efforts, the Investor ( XXXX XXXX XXXX XXXX XXXX ) and current Servicer ( Mr. Cooper, formerly known as NationStar Mortgage ), continues to act in bad faith. Although both entities have been disciplined and sanctioned by governing bodies ( XXXX XXXX XXXX XXXX XXXX by the OCC, and Nationstar/Mr. Cooper by the CFPB ), I have received no remedy - and am now pleading for relief from the CFPB. The most recent grievous actions surround Mr. Cooper refusing to deal directly with me - or any of my appointed representatives. Contact, requests for assistance, and negotiations have been referred by Mr. Cooper to their legal Counsel. That attorney, XXXX XXXX XXXX ( Partner, XXXX XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX, XXXX XXXX | XXXX, FL XXXX D : XXXX XXXX XXXX | T : XXXX XXXX XXXX XXXX ) has not made headway in communicating my needs to her client, neither does she respond properly to my requests for assistance. Documents submitted - per the Servicer, must go first to XXXX XXXX. this has caused me to have to share sensitive and personal information with a third party I have not done business with, and who is free to utilize this information for whatever she chooses ( in my opinion ). I have filed a complaint directly with Mr. Cooper, sent requests and information through their 'secured portal ', and attempted to contact all published resources - only to be told offhandedly, that I do no qualify for assistance because of reasons which make no sense. I have repeatedly submitted a complete hardship assistance application to this Servicer - the Investor was apparently forced out of business for similar abuses by the OCC ( Office of the Comptroller of Currencies ), and to the opposing counsel in this case - to no avail. I am pleading with the CFPB for more intercession than a 'resolved-Servicer replied ' ( paraphrasing ) response. I am praying that the various available options - including settlement monies set aside for persons like myself be utilized to make me whole - and allow the parties to resume their business amicably. Please help me to save my home. Thank you, XXXX XXXX.
Company Response:
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good afternoon the dispute I have about my mortgage company Mr. Cooper is I have deposited hundreds of dollars into my escrow account and every deposit with the exception of {$64.00} in XX/XX/XXXX has been applied to the principle of the loan. When calling the company 's employees keep going on about the company does not determine the escrow amount it is set by county taxes and insurance rates. I am well aware of the purpose of escrow. I just want the money I earmark for escrow to be applied to escrow not loan principal. Unfortunately I can not present any written communication with Mr. Cooper but the company does not provide customer service option of email. Every correspondence via phone.
Company Response:
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2018-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I was contacted by my employer about a credit issue. As a result I contacted Nationstar, now Mr. Cooper regarding what appears as an open account with them on my credit. Nationstar repeated advised I did not owe them anything and that the account was charged off. They even advised " even if you wanted to pay it of, you couldn't. They refuse to put that in writing and/or remove the account balance from my credit report. As a XXXX XXXX employee, this is an employment issue for me. As a veteran, I'm disgusted with the way Nationstar/Mr. Cooper has treated me and impacted my credit. If I don't owe them anything, as they've repeatedly told me, how can they report this as an open account?
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2018-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr Cooper Mortgage Company reported us to the credit bureau as being late on two mortgage payments. We have never been late on a payment. I have made multiple phone calls to them. Every time I speak to someone they tell me they will have their research department fix the error. They never dispute what I am saying, rather, they say it is a glitch in their system. Meanwhile, our credit is impacted greatly as they show us to be in " 60-90 '' days not once but twice.
Company Response:
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A