Date Received: 2018-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper mortgage company are the least competent and intentionally mishandled our disaster modification and later forbearance plan offered by the company after being affected by both hurricanes Irma and Maria. In XX/XX/XXXX, given the sparse phone and internet service in the US Virgin Islands, we contacted Mr. Cooper a mortgage company who assumed the mortgage loan from XXXX XXXX. We went through the entire question and answer process and were told at the end of the call, " there is nothing more to do, we will be in contact with you. '' Several phone calls were made since Mr. Copper mortgage company did not send any confirmation, neither did they follow up on the request. In XX/XX/XXXX, we made contact again and was offered by Mr. Cooper a disaster modification. XX/XX/XXXX we sent an email regarding the lack of follow up. They responded the same day advising us that our request was forwarded to a loan specialist for further review. We called and they offered the same statement, " there is nothing more to do, we will be in contact with you. '' On XX/XX/XXXX, a representative called and left a voicemail on my husband 's mobile phone. On Thursday, XX/XX/XXXX, an overnight package was received from Mr. Cooper. The letter expresses concern post disaster and claims of attempts to contact us. In bold print they ask us to call before XX/XX/XXXX. We made the call this evening and we told by XXXX XXXX that our mortgage is in pre-forclosure. We were upset, and in unbelief since the phone representatives verify our mailing, email and telephone numbers with every contact. XXXX was rude to say the least and said the forbearance was just now being submitted. 1. We have Never missed a payment and have Never been late. 2. We have made 2 payments through our bank since the disaster modification and forbearance plan was ending according to what wee were told. 3. Mr. Cooper has never delivered on their side on either request. 4. No credit hits or late fees would incure. So how did we get in foreclosure? 5. We believe we have be taken advantage of and received " special treatment '' in that it takes Mr. Cooper almost eight ( 8 ) full months to process a standard request. 6. Mr. Cooper is showing our account as past due and it is NOT! 7. Mr. Cooper has blocked our account from being able to manage the account an disabled the payment functions. We have been blatantly misrepresented by Mr. Cooper. All of this needs to be fixed. We were not comfortable when we learned that our mortgage was move to Mr. Cooper and all this craziness confirms their less than competent practices. We expect the following : 1. Full documented clean up of our account and the mess that Mr. Cooper made within 15 business days. 2. Compensation within 45 days in the equivalent of mortgage payments for the 8 months we had to endure with little to no communication from Mr. Cooper. 3. Compensation of {$50000.00} for the stress, pain and suffering in receiving this news and causing a sleepless nights within 45 days of this communication receipt. We went from a two income household to one and NEVER defaulted. This mess up is completely unacceptable. XXXX. and XXXX XXXX
Company Response:
State: VI
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: Trouble during payment process
Subissue:
Consumer Complaint: IN XXXX I REFINANCED MY HOME WITH XXXX XXXX XXXXXXXX UNDER THE HAMP GOVERNMENT INSURED PROGRAM. AT SOME POINT I WAS INCLUDED IN THE PAY-FOR-PERFORMANCE PROGRAM IN CONJUNCTION WITH THE HAMP WHEREBY IF A BORROWER PAYS THEIR MORTGAGE TIMELY EACH MONTH IN ANY GIVEN YEAR, YOU WERE AWARDED XXXX OF TAX FREE MONEY CREDITED TOWARDS YOUR MORTGAGE BALANCE FOR UP TO 5 YEARS. XXXX XXXX XXXXXXXX CREDITED MY BALANCE FOR THE FIRST TWO YEARS OF PAY FOR PERFORMANCE INCENTIVE PROGRAM. THEN XXXX BEGAN SERVICING THE LOAN AND CREDITED MY ACCOUNT FOR AN ADDITIONAL 2 YEARS. THE LOAN WAS THEN TRANSFERRED TO NATIONSTAR NOW D/B/A/ MR. COOPER . MY FINAL XXXX INSTALLMENT WAS DUE IN XX/XX/XXXX. FOR THE LAST 10 MONTHS, I HAVE BEEN CALLING NATIONSTAR/MR COOPER FOR THE FINAL INSTALLMENT ON A WEEKLY OR MONTHLY BASIS. NATIONSTAR HAS MADE MANY EXCUSES FOR NOT PAYING THEIR OBLIGATION CLAIMING LACK OF DOCUMENTATION. THIS IS BELIED BY DOCUMENTS I MYSELF AND XXXX REPEATEDLY SENT THEM ON MY BEHALF. XXXX TOLD ME IT IS THEIR STANDARD COURSE OF BUSINESS AND LEGAL REQUIREMENT TO ROUTINELY TRANSFER ALL LOAN DOCUMENTATION TO SUCCESSOR LOAN SERVICERS, INCLUDING ALL ORIGINAL DOCUMENTS FROM XXXX XXXXXXXX XXXX. FINALLY, NATIONSTAR ADMITTED IN ITS XX/XX/XXXX LETTER THAT THE XXXX CREDIT WAS DUE PROMISING POSTING TO MY ACCOUNT BY XX/XX/XXXX. THERE HAS STILL BEEN NO PAYMENT AS OF THIS DATE XX/XX/XXXX. WHEN I CALLED THEM, THERE WAS NO EXPLANATION FOR THE ADDITIONAL FAILURE AND REFUSAL TO PAY. NATIONSTAR HAS JERKED ME AROUND FOR 10 MONTHS OVER THIS CONTRACTUAL GOVERNMENT-SANCTIONED OBLIGATION ON THEIR PART WASTING HOURS OF MY TIME.
Company Response:
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan was with XXXX XXXX XXXX, was transferred to Nationstar Mortgage now Mr Cooper, letter from XXXX XXXX XXXX dated XX/XX/2012 said fax in modification paperwork and balance reduction and modification will be done! Was faxed and then transferred. Mr Cooper always says that was modified with XXXX XXXX XXXX but was not or would not be complaining! Mr Cooper always refutes the information and again WAS NEVER MODIFIED WITH THE BALANCE REDUCTION! THATS WAS I WANT AGAIN NEVER MODIFIED WITH THE BALANCE REDUCTION! Mr Cooper will sell to someone at value but inclosed is proof, DO THE RIGHT AND ETHICAL THING AND HONOR LETTER AND QUIT GIVING EXCUSES!
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had mortgage with Nationstar ( now Mr Cooper ). We struggled to make payments were behind by about XXXX. We filed Bankruptcy and paid about XXXX to attorney to save our home. Today we received a letter stating Mr Cooper found a way to save us money our interest rate will be lowered to 4.275 %. ( This is the rate it should have been for years ) but now they are lowering our payment to XXXX from XXXX and XXXX will go into no interest deferred account. We have a lawyer looking at this before we sign but I feel we paid for Bankruptcy fees and they had errors also our lawyer said where is our interest for all that we paid and where is our interest for this XXXX. I feel someone should review our account because they have cost us a lot of money and it is wrong. Please look at this.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper Mortgage Company closed my escrow account on XX/XX/XXXX. On XX/XX/XXXX, I requested a final escrow statement through the date of closing. Mr. Cooper did not provide the requested statement.
Company Response:
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Initial Mortgage processor = XXXX XXXX XXXX ( XXXX ) New processor = Mr. Cooper The nature of my complaint is related to the regulations around the selling and transfers of mortgage loans between processors and the affects this has on the consumer. Aside from only a two weeks notice before my mortgage payment was due ( letter received on XX/XX/XXXX and payment due on XX/XX/XXXX ) and the inability for either company to help me because it was " in the process of being transferred ( which took three weeks ) I was in a position where I had no choice in who I do business with based on the services they provide and how that fits in with my households ability to pay the mortgage. Budgets and cashflow revolve around the mortgage payment. After trying to work with Mr. Cooper to setup the same bi-weekly payment structure I had with XXXX I was informed Mr. Cooper doesn't offer that option and that I would have to go through a third party they contracted with ( XXXX XXXX ). After working with XXXX I was told it will cost {$300.00} to setup and {$5.00} a month. This for a payments structure I did not have to pay for with XXXX. As a consumer who has the ability to choose who they want to do business with for every aspect of their lives, We lose that ability during a loan sell-off between processors and are at the mercy of whether the new processor offers the services that work with the consumers budget and cash flow for their household. The consumer is only left with the option of refinancing which comes at an even greater cost. Consumerism is lost during this type of transaction and can have negative affects due to the lack of choice that existed when one first obtained the mortgage. My goal is for this type of concern to be filed with the CFPB as documentation in case other issues with loan sell-offs happen to be increasing exposure related to the impact on consumers when loans are transferred which results in some type of additional regulation. For example, I would like to have a choice whether I want to work with the new company my current processor wants to sell to. If I was informed that XXXX is looking at selling my mortgage to Mr. Cooper I could investigate whether Mr. Cooper is the business I want to work with. Then I would be given a certain grace period to accept or decline. I had that chance when I obtained the loan as I do in every other product and service I use as a consumer.
Company Response:
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am sending this note asking for a update credit report based upon receiving credit hits during Protection Disaster Assistants. My mortgage payments were on time every month for the entire duration of the loan until Hurricane Irma XX/XX/XXXX. I called and made a couple of payments after the hurricane in XX/XX/XXXX andXX/XX/XXXX to do what I could to keep this loan current. I offered to pay the past due amount before they reported again and I was told no need to since I was currently going through a modification. The payments I was making at the beginning of the year I thought were going to my past due balance. I was told that my account was coded incorrectly which caused for the negative remarks on my credit. This home is currently under contract for sale and I am trying to purchase a new home. I was told I am no longer pre-approved with these negative remarks and with my Credit Score dropping 88 points. I am 10 days out from being with in the 45 days of closing on the new house and in jeopardy of losing the house. I have been calling the bank every day to try to speak with someone and they keep telling me the same thing, there is no one above them that could help me. Im supposed to have a loan specialist and that person has changed twice, I leave messages and can never get in touch with them. PLEASE HELP!!! Sincerely XXXX XXXX
Company Response:
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted mr. Cooper also known as Nationstar bank to apply for a refinance cash outloan. I talked with the lender and submitted all required documentation the lender. They inquired as to my reason for money to cash out on my property I indicated that I was going to be doing some update repairs or Renovations paying off past that with the funds. I was then emailed a quote which showed the amount that I would be receiving at closing in the fees associated with taking out this kind of loan the lender then indicated to me that because other borrowers defaulted on a refinance loan it would be difficult to get my loan approved. I was also required to send over pictures of my home and was also told that I would have to prove that I live in this home. I then contacted the lender again for specific reasons as too why my loan was being denied and was simply told oh we don't do those types of loans. on XX/XX/XXXX, I emailed the lender again asking for specific reasons as to why my loan was denied and they refused to respond or sent out any denial letters.
Company Response:
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint with this agency on XX/XX/XXXX # XXXX Mr. Cooper submitted the exact same documents that was mailed to my address on XX/XX/XXXX. I requested a copy of the Mortgage Service Agreement. I am requesting that this agency investigate Mr. Cooper 's RESPA violations.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper ( former Nationstar ) is my current loan/mortgage company, in XX/XX/2018, company increased my payment by $ XXXX/month without any reason. Their phone is XXXX They told me that payment increase is due to escrow increase ( property tax from county and city ). I went to XXXX county and XXXX XXXX/sc city and asked them to send refund to Mr. Cooper, I called Mr. Cooper today ( XXXX ) and they told me that they already received refund from XXXX county and still don't want to change my monthly payment. It is just like rubbery ( my coworker told me it is illegal to increase mortgage payment ). My property address : XXXX XXXX XXXX XXXX XXXX, SC XXXX my name XXXX XXXX XXXX
Company Response:
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A