Date Received: 2018-06-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a loan with NSTAR/COOPER. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and NSTAR/COOPER with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX-XX/XX/2016.
Company Response:
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2018-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern Dear CEO of mr cooper or head of management or investor There has been an issue with me receiving your correspondence letters thru mail if you have sent any today XX/XX/XXXX I received a letter notifying me that I was approved for a new modification under the terms of making an extremely big payment of XXXX for 3 months which starts on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX All these tome I was anxiously waiting on an answer and work out option after the 3 month disaster payment program that was very helpful for me and that I know thank you for what you did for me i will for ever thank you and may the XXXX compensate your service with Prosperity and much more Blessings to mr cooper. This was shocking as I saw Thisbe letter today as I been waiting on a response since I have been checking my mobile app and online account for your assistance and till todays date I finally found that you have responded but sadly it it not what I expected since the payment of the new trial is extremely huge and not expected Im not sure if is not well calculated I have never had. Trial payment with that amount that doubles the reg payment of XXXX as before it was XXXX than it went up to XXXX. My XXXX XXXX went up as I saw that letter and I started feeling sick. I have waited several months like 4 to 5 months checking my online account and mobile app to see any update and updated information I have screen shot all the dates that that I XXXX waiting u till further notices it took quite a while 4 to 5 months or more to finally notice an update on the mobile app and on line I notice today XX/XX/XXXX thru a mail letter that a stranger gave me from a different adress that was not mine he came to me and gave me he letter and had said that there was like one or two more letters that you have sent me and I never received any correspondence letter or phone calls from my assigned account specialist whom is XXXX XXXX, she never hesitated to contact me last time I spoke to her was about 6 months ago if Im not mistaken and her words were that not necessary she was my assigned account specialist that anyone could talk to me about my account which is true but nobody contacted me they the phone all this time. it was I who would call to get in touch with any representative or account specialist mrcooper representative failed to contact me XXXX will return my calls days after I left a voicemail sometimes I would call her and leave her voicemail messages I told her how is that possible if you are the one that was assigned to me so you are responsible to contact me and keep me updated but no one ever did it was I who will call me cooper and will see that all this time while most likely mrcooper was working on something for me today I finally notice that the account was updated after I wave waited months and never received a phone call or letters the letter I can understand that they were going to the wrong adress and that is the mail mans fault As he was a new person on my area on my block and all of my letters and even other bills would get lost because of him I called the United post office and they said they are investing that. I would like to keep the current modification and the interest of 3 % and the payment of XXXX u can see that after I completed the assistance disaster payment program for the 3 months you gave me by making the XXXX each month for 3 months Ii continued making my regular payments of XXXX on XX/XX/2018 and XX/XX/2018 and XX/XX/2018. I also know that I was 2 months behind, due to health issues. before getting the disaster that affected my pocket and my daughter by the damages to my daughter in XXXX by he hurricane Harvey. I will for ever thank you and may the XXXX Bless your offices and company for ever and ever by giving you Prosperity And Blessings This new modification trial payment is huge and its double than he last modification trial payment I believe maybe theres been a misss calculation as far as he trial payment been XXXX for 3 months and the interest rate is also high which is almost 9 % I want to keep my home and it is my priority to keep my home and to start making my regular payment of XXXX and kee my current modification but I do need help to get caught with this payments due behind I intent to pay them as soon As possible.it is my number one goal to pay the unpaid balance and have you help me out in every possible way to have that unpaid balance addd at the end of the terms of my loan or any better way hay you can help me I have screen shot all the months I have waited for a resolution its been from 4 to 5 months thru the mobile app and online app and I just saw the letter that the unknown person gave me today telling me that it was sent to the incorrect adress he came and gave me the letter otherwise I would have never guess you sent me a notification help me get back on track As you can see I have been making my regular payment of XXXX since XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX after I finished completing the 3 program disaster payment plan. Again it is my priority to keep up with my home and I assure you that if my daughter and my pocket werent affected by the disasters of the hurricane Harvey I truly believe I would be current right now. The two months before that was becaue of health issues and problems health issue problems with the family. Thank you for your attention and again may he lord Bless mrcooper with Prosperity and lots of blessings.
Company Response:
State: IL
Zip: 60804
Submitted Via: Web
Date Sent: 2018-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mortgage accounts : Mr. Cooper : XXXX # XXXX ( Nationstar : XXXX ) I received a refund check from XXXX XXXX XXXX DBA Mr. Cooper dated XXXX for my impound account in my name and my sisters name ( XXXX XXXX. ) I contacted XXXX XXXX XXXX DBA Mr. Cooper around the middle of XXXX to see what was needed to have check issued in my name only. I did not make a note of the date or the people I spoke to as I felt I did not need to. I did, however,, offer several times that my sister, XXXX XXXX, will gladly sign any paperwork that was needed for her name to not be on the refund check. Please note : my employer records all conversations on the business phones. I used my work phone to contact XXXX XXXX XXXX DBA Mr. Cooper. XXXX - Spoke to XXXX : could not find loan in system. XXXX Spoke to XXXX : file being reviewed at this time. XXXX Spoke to XXXX : instructed me to need to send proof of 1 year of payments and send to : XXXX XXXX Fax Faxed Copies of bank statements for last 12 months along with request for checks in my name only. XXXX XXXX : checked online file. She verified that paperwork was received on XXXX and paperwork has been processed and finalized. Just waiting for processing of check. Should receive replacement check via mail between XXXX to XXXX. XXXX verified my post office post of XXXX, XXXX XXXX XXXX, CA XXXX XXXX spoke to supervisor XXXX ; Let her know that our conversation is being recorded. Went over months of trouble I have had trying to receive my refund check for the impound account in my name only. She stated that, on XXXX, an email was sent stating that checks must be signed by both parties and if rejected by bank, must be okayed by bank manager. Then paperwork must be sent to XXXX XXXX XXXX DBA Mr. Cooper before another check will be issued in my name only. I have been checking my spam and no notice from XXXX XXXX XXXX DBA Mr. Cooper had been submitted. Supervisor said the person I spoke to on XXXX assumed that the checks would be submitted. Offered to speak to another manager, I said yes. While waiting, I check my spam holder up to XX/XX/XXXX no email from Mr. Cooper. Same day : Spoke to XXXX : went over the problem. Went over what I was already told. I said never received any letter or email from XX/XX/XXXX DBA Mr. Cooper ( even checked spam again while I was on hold. ) Reported that I will be making a formal complaint against Mr. Cooper. Mr. Cooper has made it impossible. Asked why I was not informed of this information 3 months ago and she said she did not know. I said " So those other people just lied to me? '' I asked why Mr. Cooper employees made me jump though hoops that wasted my time and it did nothing. XXXX said that the XXXX XXXX XXXXXX/XX/XXXX DBA Mr. Cooper employees just assumed it would work! I stated that if I had been told the correct information in the first place, I would have my corrected check by now. XXXX sent me the email about what XXXX told me had to happen. I verified it was received. XXXX asked if I was satisfied with her service and I replied that I preferred not to answer. Sent check to my sister, XXXX XXXX, via regular mail. My sister emailed me a letter for XXXX XXXX XXXX DBA Mr. Cooper stating she has no interest in any funds from XXXX XXXX XXXX DBA Mr. Cooper. Contacted my bank ( XXXX ) requesting rejection letter regarding depositing XXXX XXXX XXXX DBA Mr. Cooper check into my account. Was informed that Bank manager will not send a rejection letter as any banking or mortgage institute should already know no bank can deposit check without both parties being on the account. Appealed to corporate headquarters.. Received letter regarding rejection for deposit of check into my XXXX account as my sister ( XXXX XXXX ) was nto on my account from my bank on XX/XX/2018. Sister had XXXX XXXX XXXX, was unable to sign check. Once she could hold a pen, she signed the check and returned the check to me. I mailed both signed checks ( with my signature and my sisters signature ), the letter of rejection from XXXX XXXX XXXX for rejection of deposit into my account and the letter from my sister stating she claims no rights to the refund check and mailed to XXXX XXXX XXXX DBA Mr. Cooper along with their letter which stated their demands on XX/XX/2018. I received a replacement check on XXXX with a check.. in both my name and my sisters name.
Company Response:
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: during a 7 year fight with XXXX XXXX XXXX in which they took back a valid home loan modification that I paid on I have been XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX and now due to a fall XXXX XXXX XXXX. The Bank sold my loan after I filed a complain with the FCC and they were found guilty but they refused to correct and let me start making payments. They kept the financial balloon payment, which was XXXX and part of the modification on the loan and changed my rate to 8.75 % up from 2 %. I tried writing 10 times to the company they sold my loan to Nation Star and they would not acknowledge the service error on the file. during this time I was undergoing XXXX XXXX. I paid Nation Star 10 payments and they took them but returned the 10th payment saying I didnt meet their criteria for help. I hadnt submitted anything to them other than to tell them I was trying to get help but they had a service error on the file. I asked for help for XXXX county legal aid and XXXX XXXX said she had never seen a company behave so aggregously but i would have to pay an attorney to sue them because they had no funding at the time. I sued them and case number is XXXX. During the court case I believe around XX/XX/XXXX the Nation Star service company admitted to service error by correcting my rate to 2 % but would not allow me to start making payments again at that rate. Then I became hospitalized and judge would not allow for the fact that I was bed ridden from XXXX XXXX XXXX XXXX XXXX, so judge XXXX XXXX dismissed the case 4 months later. Now Nation Star is using my Illness through XXXX XXXX XXXX to Cut off my prescription healthcare coverage because XXXX XXXX XXXX is my employer
Company Response:
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr Cooper letter dated XX/XX/XXXX says does not do balance reduction but letter before was transferred to Mr Cooper from XXXX XXXX XXXX DATED XX/XX/XXXX STATES OTHER WISE honor what was offered! Will post on social media until done!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I could not make my XX/XX/XXXX payment, as I was in XXXX school. When I called at the end of XX/XX/XXXX to pay in full the customer service representative told me to do this deferment and they would put the 1 payment at the end of my loan if I made 4 consecutive payments. They said I needed to make 4 monthly payments. It did NOT say calendar month payments. I made my XX/XX/XXXX payment XX/XX/XXXX. I made my XX/XX/XXXX payment XX/XX/XXXX to ensure the XX/XX/XXXX Payment was not late. Apparently that messed everything up. I have spent HOURS on the phone ( because you can not get a hold of anyone in charge of anything with this company ) to fix this error. It was fixed. I made the rest of the contractual payments. Once my XX/XX/XXXX payment was made, it said ( per their app ) that I was current and everything was fine for 3 days. Then all of a sudden their system messed it up. It now says I never paid XX/XX/XXXX. ALSO, they have reported that I was late XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX on my credit report which has had a serious effect on my credit score. I would not have done the deferment ( and would have been fine ) if the original customer service rep did not push me to do so. I will say XXXX XXXX has done his best to help me, but his hands are tied and the people above him are not fixing this. This is ridiculous that I have been dealing with this for 4 months! My hands are tied. Mortgages get transferred without the owners permission all the time. This is a horrible company and seeing how they have 87 % negative feedback, they should not be allowed to buy someones mortgage.
Company Response:
State: OK
Zip: 73107
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I could not make my XX/XX/XXXX payment, as I was in XXXX school. When I called at the end of XXXX to pay in full the customer service representative told me to do this deferment and they would put the 1 payment at the end of my loan if I made 4 consecutive payments. They said I needed to make 4 monthly payments. It did NOT say calendar month payments. I made my XXXX payment XX/XX/XXXX. I made my XXXX payment XX/XX/XXXX to ensure the XXXX Payment was not late. Apparently that messed everything up. I have spent HOURS on the phone ( because you can not get a hold of anyone in charge of anything with this company ) to fix this error. It was fixed. I made the rest of the contractual payments. Once my XXXX payment was made, it said ( per their app ) that I was current and everything was fine for 3 days. Then all of a sudden their system messed it up. It now says I never paid XXXX. ALSO, they have reported that I was late XX/XX/XXXX, XXXX and XX/XX/XXXX on my credit report which has had a serious effect on my credit score. I would not have done the deferment ( and would have been fine ) if the original customer service rep did not push me to do so. I will say XXXX XXXX has done his best to help me, but his hands are tied and the people above him are not fixing this. This is ridiculous that I have been dealing with this for 4 months! My hands are tied. Mortgages get transferred without the owners permission all the time. This is a horrible company and seeing how they have 87 % negative feedback, they should not be allowed to buy someones mortgage.
Company Response:
State: OK
Zip: 73107
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My current mortgage company " Mr. Cooper " reported me as being " serious delinquency '' during the months that the President Declared 6 months Forbearance for Texans who were affected by a Disaster - Hurricane Harvey. So no reporting should have been made from XX/XX/XXXX through XX/XX/XXXX. They reported me twice XX/XX/XXXX & XX/XX/XXXX. I have tried multiple times to review my account with them and have not received any help as they have seriously messed up my escrow account. It has taken over a year to try and get it straightened and still not corrected which is creating me being partially late on a payment. I was given personal managers names / emails / phone numbers with no reply by phone or email from them in trying to resolve my account. I am trying to sell / get approved for a new purchase but I am being denied due to the reporting. The new company I am working with suggested that I make this complaint.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Greetings, Copies of the note and the mortgage has not been given to me period. i have asked for the note and mortgage agreement from the beginning of time and i have not gotten it. XXXX had the loan who sold it to, XXXX XXXX XXXX, then had Nationstar mortgage billing, after each bank has been asked for the note and mortgage. Over the course of the loan and communications to the companies payment has been paid in full as of XX/XX/2018 the bank has doctored information changed records committing fraud, theft of funds, and securities fraud. The C.e.o. has been notified and has failed to response. this has in-turn resulting breach of trust, breach of fiduciary relation in a private, priority, special, proprietary trust arrangement. The trustee is now in breach and has failed to close this account. The bank stating that checks was cashed was false per the report from there bank and the bounced check from XXXX XXXX XXXX. Transcripts from mr. cooper a.k.a nation star has changed records, falsely represented information, theft, and have committed several other violation United States Constitution and law.
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had several major medical complications in XX/XX/XXXX with three hospitalizations ; and with my husband having to take time away from work and major medical bills the expenses really started to affect our ability to stay up to date with our mortgage. I applied for a mortgage modification with Mr.Cooper and they decline despite the fact that all required documentation was sent to them. I decided to accept a payment plan.The plan stated I would make 3 payments in the amount of {$1700.00} from XX/XX/XXXX to XX/XX/XXXX. We made all three payments as agreed. The terms of the agreement stated that once we completed the payment plan our mortgage would be current and we would continue making our regular monthly payment of {$1000.00}. The problem is that the Mr.Cooper did not keep their end of the agreement and upon completing the payment plan we continue to receive statements stating the payment due is {$1600.00}. This amount includes {$210.00} in fees that according to the plan should not have been assessed. I have made multiple attempts to resolve this issue with the lender with no success. In my last call I was told a case was opened to investigate the issue but over 4 weeks have passed and I never received a call back or any communication. In the meantime the lender has continued to send us harassing letters stating their intentions to take our home.
Company Response:
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A