Date Received: 2018-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've asked multiple times for copies of the paperwork that show the scheduled sale of my home has been cancelled. My loan is current. Mr. Cooper has refused to provide those. I continue to be harassed by their actions as servicer and inability to provide me with what should be readily available info
Company Response:
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or Madam, XXXX XX/XX/XXXX, we refinanced our loan with XXXX. XXXX sold the loan in XXXX ( I believe ) to Mr. Cooper located at XXXX XXXX XXXX XXXX, XXXX, TX XXXX. Our loan no. with Mr. Cooper is XXXX. We have never missed or been late with any of our monthly payments with XXXX and Mr. Cooper. In fact, we have made additional principal payments each month with our regular payment of principal and interest. Each payment over the last 9 years has been successfully made via an ACH payment from my XXXX XXXX XXXX account. As our final payment is scheduled for XX/XX/XXXX, I contacted Mr. Cooper last week to discuss the final pay-off process. In a series of conversations with telephone representatives of Mr. Cooper at ( XXXX ) XXXX, I have been advised that the final payment can only be made via a cashiers check or a wire transfer even though the terms and provisions of my Promissory Note dated XX/XX/XXXX and my Deed of Trust dated XX/XX/XXXX expressly provide that payments under the Promissory Note shall be made " in the form of cash, check or money order '' ( please see the second paragraph of Section 1 of the Promissory Note captioned " BORROWER 'S PROMISE TO PAY '' ) and payments " due under the Note and this Security Instrument shall be made in U.S. currency ( please see the first paragraph of the Deed of Trust captioned " Payment of Principal, Interest, Escrow Items, Prepayment Charges and Late Charges '' ). Neither the Promissory Note nor the Deed of Trust require any payment including the final payment to be made via cashiers check or wire transfer which is both an expensive and time consuming process. The Deed of Trust does provide in the first paragraph of the Deed of Trust captioned " Payment of Principal, Interest, Escrow Items, Prepayment Charges and Late Charges '' that in the event any " check or other instrument received by Lender as payment under the Note or this Security Instrument is returned to Lender unpaid, Lender may require that any or all subsequent payments due under this Note and this Security Instrument be made in one or more of the following forms, as selected by Lender : ( a ) cash ; ( b ) money order ; ( c ) certified check, bank check, treasurer 's check or cashier 's check, provided any such check is drawn upon an institution whose deposits are insured by a federal agency, instrumentality, or entity ; or ( d ) Electronic Funds transfer. As stated previously, we have never missed a payment or been late with a payment and XXXX and Mr. Cooper have respectively accepted each of our monthly payments via ACH transfer. Accordingly, Mr. Cooper can not legally require our final payment to be made via cashiers check or wire transfer. As I stated previously, I have discussed this situation with a number of telephone representatives of Mr. Cooper including XXXX XXXX XXXX, an XXXX XXXX with Mr. Cooper, on XX/XX/XXXX, and XXXX XXXX XXXX on XX/XX/XXXX. Mr. Cooper 's representatives have consistently told me that since Mr. Cooper is now servicing our loan, Mr. Cooper has the right to specify the form of payment whether it is via cashiers check or wire transfer. Even though Mr. Cooper may be servicing our loan, they do not have the right to amend or modify the terms or provisions of our XXXX Note or our Deed of Trust without our written approval which we have not granted either in writing or verbally. As a result, Mr. Cooper 's requirements with respect to our final payment are both illegal and predatory and need to be stopped. I have requested a call back from Mr. Cooper 's legal department to discuss this matter further and I have yet to receive such a call back. In addition to this issue with the final payoff of our loan, I have experienced additional issues with Mr. Cooper as follows : 1. Final Loan Payoff Statement -- I requested a final loan payoff statement from Mr. Cooper and I requested the payoff be emailed to me. Mr. Cooper advised me that I could be charged {$25.00} to have the final payoff statement emailed to me. When I asked multiple telephone representatives at Mr. Cooper to advise me of the actual charge for the final payoff statement, they consistently informed me that they could not confirm the amount of the charge until after the email was sent. Clearly Mr. Cooper knows whether there is a charge for emailing a final loan payoff statement and it is my understanding that all lenders are legally required to publish their fees. Apparently, Mr. Cooper believes it is above the law and is unwilling to provide this information in advance of its actions. 2. Deed of Trust Reconveyance Fees -- In light of my experiences with Mr. Cooper with respect to the form of final payoff of my loan and the cost of an emailed final loan payoff statement, I became quite suspicious of Mr. Cooper 's business practices. As a result, I asked them to delineate the fees and costs that they intend to charge us with respect to the loan payoff including the deed of trust reconveyance fee. Each of the Mr. Cooper telephone representatives advised me that they could not advise me of these fees and they would be specified in the final loan payoff statement. Once again, Mr. Cooper is unwilling to inform its customers of its fees and costs even though it is my understanding that Mr. Cooper and all lenders are required to publish their fees. As Mr. Cooper is modifying the terms and provisions of my loan and it unwilling to disclose its fees, I am compelled to file this complaint with the CFPB. It is my understanding that Mr. Cooper has a high number of complaints with the CFPB and I am dismayed that the Federal Government permits their illegal business practices. Mr. Cooper 's predatory lending practices needs to stopped.
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My family and I are waiting for a response from Nation Star regarding the two payments for XXXX and XXXX, also why were we told the modifications was rejected because we rejected it when in fact we did no such thing. Why XXXX in XXXX may or may not what's going on with an account but those in XXXX do or vice versa. Please see this ongoing sega as I will upload documents from XXXX. We are still sent tax collections and told to pay them by Nation Star tax statements.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper. This mortgage was sold to Mr. Cooper by XXXX XXXX XXXX during the great recession without my permission. There are three issues with Mr. Cooper that I currently have although I have had issues with them in the past regarding my escrow account. Issue 1 - I contacted Mr. Cooper on XX/XX/XXXX to cancel my flood insurance thru XXXX and replace it with another policy that I had already paid for with equal if not better coverage. My flood insurance is paid thru their escrow department. I sent them a copy of the new policy with XXXX which showed paid in full. The XXXX Policy that I requested be cancelled had a renewal date of XX/XX/XXXX. They told me they had already sent a check to XXXX but would stop payment on it and replace it with the XXXX policy. I thought all was well until I received my escrow statement dated XX/XX/XXXX. After calling Mr. Cooper I found out that not only did they not stop payment on the XXXX flood insurance policy- ( verified by XXXX who never received a stop payment ) but they paid the XXXX policy also even though they had received the current policy showing paid by me. So they paid two flood insurance policies through my escrow. They want to continue to pay two policies and leave it up to me to figure out their mess. I did receive a refund from XXXX for the double payment but have yet to receive any credit for the cancelled XXXX policy. Issue 2- I have requested to have the escrow account removed from my mortgage several times with Mr. Cooper/Nationstar . The most current request was denied this month and their rep told me it was because I was 30 days late within the last year. I sent her a bank statement showing that I was in fact on time or early for at least the last 18 mos. ( and most likely for a lot longer ). She responded that her " system '' made a mistake- most likely a lie. Issue 3- Mr. Cooper does not report my excellent payment history to the three credit bureaus which has the effect of holding me hostage to them. My mortgage is the only credit I have had so I don't show up in the bureaus and have been unable to get rid of them.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my husband and I purchased a home through XXXX/Nationstar. We requested that our property taxes be included in the loan with funds set aside in escrow to cover the cost of the property tax at the end of the year to avoid a possible hardship. When we received the loan documents, I looked at what was quoted as the annual property tax amount and was surprised that it was below {$800.00} for a home valuated at {$250000.00}. I called our Realtor who stated that XXXX County property taxes were pretty low and to consider it a blessing. I then contacted XXXX/Nationstar and was told that they went by what the, XXXX County Tax Assessor 's Office gave them. I then asked if they would please confirm and see if there were special circumstances associated with the low property taxes and was told that they would. They came back to us confirming the amount due. It bothered me, but I decided to trust the " professionals '' who handled mortgages everyday and was comfortable with our monthly payment of, {$1200.00}, so we signed the documents to move into our first home together. On XX/XX/XXXX, we called XXXX/Nationstar to make our mortgage payment and was told the amount due was, {$1800.00}. I was shocked because we always paid early or on-time, so there could not have been late fee 's due, and we always paid a little more to put toward the principle. We were told that the property taxes were due in excess of {$3800.00} and in order to cover the escrow deficit, we would have to pay an additional {$600.00} per month to make up for it. I was outraged and explained that I had requested that someone look into the property tax data prior to signing the loan documents and was told by XXXX/Nationstar that it was the XXXX County Tax Assessor 's fault for giving them the wrong amount. I called XXXX County and was told that the amount given was due to an Exemption given to the previous owners and that the mortgage company should have recognized that the amount was inconsistent with the property value and should have specified the needs of the new owners. I then contacted our Realtor, who stated that the closing attorney or the mortgage company was at fault. I called the closing attorney and was told that it was the mortgage companies fault. I explained to each of them that my husband had had a XXXX in XX/XX/2017 and has been unable to work since that time and all of our bills depended upon my sole income. I stated that handling the {$1200.00} mortgage payment on my own along with all of our other bills was difficult, but manageable but there was no way we could feasibly afford such an increase. XXXX 's Agent 's initial response and " solution '' was for us to sell our home and move. Once I requested a Supervisor ( he apparently was an XXXX ), she offered to spread the payments over a 48 month period which still caused the payment to be an additional {$400.00} per month, stating that was the maximum she could allow. She then stated that the XXXX property taxes would also be coming due and would cause our mortgage payment to exceed escrow again if XXXX 's " past due '' deficit was not satisfied prior to receipt of the new bill. For the past 4 months, we have consistently been behind on our mortgage payments causing exponential late fees and was sent a late notice stating that we were in default of the loan. Our water has been cut-off, cell phones disconnected, electricity threatened to be disconnected, and borrowed money to keep from going into default. Furthermore, I was in a car accident which totaled my vehicle. So not only is our credit rating being affected but because our scores are below normal, I am told I need a much larger down-payment to put toward a vehicle, which we obviously can't afford. So instead, I have added the expenditure of a weekly car rental to enable me to get to work, which is over a 3-hour daily commute. The stress this is causing on both me and my husband is unmitigatedly obscene. My husband, who has XXXX and suffers from other affects of his XXXX is forced to referee basketball and football games at {$18.00} per game to try and help ends meet. I am terrified that he will suffer another XXXX from having to be forced back into work but we are both horrified at the prospect of losing our home because no one did their due diligence, even at my request. We are suffering the consequences of XXXX 's negligence and the fact that the XXXX County Tax Assessor 's Office told me that they see this ALL the time is appalling. The laws need to protect the Consumer against what I consider as a form of fraud and hold these institutions responsible. It is this Consumers opinion that XXXX/Nationstar is unequivocally responsible for getting this information correct. Because loan documents are a legal and binding, it should be the Underwriter 's responsibility to ensure that all of the information provided is correct. THEY are the " professionals '' in this arena and should be aware of the property tax/home valuation ratio ( and all other aspects ) and should recognize and question inconsistencies before asking a client to sign a document that holds US responsible. They should be held to the same standards of perjury that a home buyer/seller has if something on the document is " untrue '', and take complete responsibility for their errors. My husband and I would have definitely made different decisions if the loan documents had been based on reliable numbers. We would have never agreed to a monthly mortgage payment that would exceed our financial means. This being thrust upon us for something I made an effort to resolve beforehand is incompetency at its worst. So we ask that CFPB, please assist us with a resolution in regard to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We were enrolled in the HAMP program and Mr. Cooper is the debt service. We were hit hard by Irma, evacuated and suffered damage to our roof, it's still there but is leaking and falling apart. We were dined by our insurance company, which is forced upon us and we can't get out of it due to previous storm damage but THAT's a whole other story, now since we took Mr. Coopers disaster help they are saying that we have been disqualified from the HAMP program due to late payments. They say the know full and well that we are NOT late but are saying we ARE because we took the 6 month forbearance program that was offered to us. In short they just pocketed the XXXX in principle deductions we were promised as a reward of timely payments, ya see what's going on here.
Company Response:
State: FL
Zip: 33755
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I suffered an injury in my XXXX which prevent me from continuing working i exausted my saving travelling to get my back fix abd able to continue working but it was too late. After 6 months of payment they wpunt let me pay no less than XXXX payments which was atound XXXX XXXX I did not have that kinda money. So i kept on falling behind ... i tried loan modification but they say they cant work with me. No matter how much money inwas getting from diferent jobs that i was able tonaquire..i was able to increase my income after my XXXX injury got better. Please help me
Company Response:
State: CA
Zip: 90018
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX of 2017 during Hurricane Harvey we spoke with our mortgage company NationStar/Mr. Cooper and they agreed to let us work on a payment plan due to the devastation of the hurricane. They agreed to report the payments as being on time yet when I received a copy of my credit report the months they agreed to report as current are showing delinquency. I tried to dispute it with the bureaus thinking the problem was they were not communicating with the company but they indicated they did. I was told buy NationStar/Mr. Cooper it shouldn't be reporting late. I don't know what else to do can you please help me get this resolved?
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The loan started out i owed XXXX and they modified the loan now at the end of the loan I owed them XXXX so over all i will have to pay them XXXX something dont seems right about that on a interest only loan.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, I submitted my complaint to your company about Nation Star/Mr Cooper and their company policy to not offer ability to request a modification on my loan unless there are 45 days or more before a sale date. The company has had a sale date every 30 days since XXXX so according to them this means I can never get a modification. Then last night after sending second complaint with all evidence on complaints number XXXX. The company Nation Star/Mr. Cooper sent me an email, it was encrypted so I filled out my password etc to verify it was them. It then showed me an email that said they had opened a modification request on XX/XX/XXXX and they were going to give me until XX/XX/XXXX to get my papers in. I was so happy ... I thought finally after 4 years they are going to follow the law. Well my sale date was today XX/XX/XXXX. I got up this morning thinking I'm going to call and talk to somebody about email at Nation Star but when I went to my emails, the email they sent me was gone. They took it back. It was just a way for them to trick me and so hopefully they could sell my home without me filing Bankruptcy to stop it. I can now find no trace of it. When I called both XXXX XXXX at Nation Star and Mr Cooper he acted stupid like he couldn't see in their system that they ever sent me anything. It is governor XXXX who advised the law in state of California was to require mortgage lenders to provide an option to request modification. I have not been allowed to. Now they played games with me to try to stop me from filing an emergency bankruptcy petition. I can not tell you how much pain I was in trying to get to courthouse this morning due to the extreme XXXX XXXX I have. Can't anyone stop them? They have been pulling so many things more than listed here for XXXX XXXX XXXX. I'm so disheartened that nobody will see what is going on and help. I tried to get XXXX XXXX from XXXX XXXX legal aid but he gave me this huge list of requirements to get from the investor XXXX XXXX XXXX and they would not provide them in time so at the last minute he said he could not help me. My only way is to suddenly come into money or for XXXX to do a miracle and somebody maybe see this complaint to finally help me. Isn't it illegal for them to fake send me an email saying they have opened a modification request and then rescend it? To actually take the email back from my computer after I have opened it? I cant even find the email ... .they took it back. Please, it is my heartfelt plea. Make Mr Cooper/Nation Star and XXXX XXXX XXXX do the right thing here and give me a modification. I know I qualify because I was a loan officer for years. They should have to give me the house for the 4 years of XXXX that they have dragged me through. I am not to proud to beg. I'm too tired to keep going on like this. Please step in and review all the information I have given. .This company is truly Evil. Mr Cooper/ Nation Star. Evil in every action. They dont seem to be able to behave honestly. They cant seem to be honest about anything. Not one thing. Thank you
Company Response:
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A