Date Received: 2018-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, This message is in regards to an error from Mr.cooper mortgage loan company formally known as nationstar mortgage. The company 's website prompt accepted a monthly payment reflecting principal, interest, escrow, and additional principal payment. This payment was submitted XX/XX/XXXX - payment is {$1700.00} plus an additional {$500.00} principal payment which is entered separately in another prompt. Total is {$2200.00}, However mr.cooper mortgage applied the payment as a sole principal payment incorrectly and was unable to explain how or why it happened. On XX/XX/XXXX this issue was noticed when the complete payment history was reviewed after a payment was made. Cooper mortgage then reversed the payment of {$2200.00} into the intended payment of {$1700.00} plus an additional {$500.00} principal payment. The issue is that there were 3 payments made + 3 additional principal payments of {$500.00} total of {$2300.00} principal and {$1500.00} additional which comes to {$3800.00}. The balance of the mortgage is {$120000.00} as of XX/XX/XXXX when the error occurred. The balance should be XXXX however on the website the balance reflects {$110000.00}. so the problem is {$790.00} is missing from payments. A representative / supervisor submitted the information to billing for further inquiry. Her name is XXXX and extension is XXXX on XX/XX/XXXX. I am awaiting contact from the company.
Company Response:
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have contacted both Nation Star Mtg. and XXXX on numerous occasions to get this rectified. I closed on a previous house that I owned on XX/XX/XXXX, with Nation Star as the mortgage holder and XXXX holding the flood insurance. I contacted XXXX and sent them documentation to show that the loan was closed in XX/XX/XXXX, because I received documentation saying that a bill was due for the year XX/XX/XXXX - XX/XX/XXXX. I was told that Nation Star made the payment in XX/XX/XXXX for the year XX/XX/XXXX - XX/XX/XXXX, who has changed their name to Mr. Cooper. Nation Star, was notified in advanced from the attorney of the property and myself about the closing of the home. XXXX, advised me to send the closing statement to them again, which I did. I still received statements, showing that a payment needed for XXXX - XX/XX/XXXX. I called XXXX main number and I was told that there was not anything they could do, but the individual agent. I then called Nation Star and they said that once payment is made it is out of their hands. I am asking for help to have this rectified.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hurricane Sandy hit Florida inXX/XX/XXXX, I contacted Mr. Cooper mortgage to see if they were offering any kind of assistance. The rep stated they were offering a forebearnce plan to anyone in a disaster area. He said I qualified for {$200.00} reduced monthly payments for XX/XX/XXXX. Then once that period was over, my mortgage would return to it's normal monthly payment of {$510.00}, no fees, no late reporting etc. I called every month, sometimes twice a month to confirm and because I had to make the payments with a live rep. The information stayed the same. Come XX/XX/XXXX I received my statement which said I owed {$2500.00}. I immediately called and transferred to the loss mitigation dept. XXXX explained to me that my loan was in default and that was the amount due to bring it current. I told her that's not the information I was given. She stated that Mr. Cooper originally wanted to help everyone effected in the disaster area, but once our " investors '' got a hold of the program that Mr. Cooper offered, they declined. Now Mr. Cooper was trying to work with all the investors on a solution. She said if I didn't have the funds then I can advised them and they would opt me in to evaluation period for any program that the investor was to offer. Meanwhile to continue to make my monthly payment. I paid my regular monthly payments for XX/XX/XXXX and XX/XX/XXXX but noticed that I was being charged property inspection fees. Noone had ever inspected my home. I called again in XXXX when I received my notice congratulating me that I had been " approved '' for a standard modification loan and new terms for my mortgage. The new terms would extend my loan back out to 30 years, like I never paid for the past 8 years. I once again talked to loss mitigation. XXXX said if I didn't want to accept that modification, I can do a 3 month repayment plan, but needed to pay {$1300.00} and then {$620.00} before the end of XX/XX/XXXX, then XX/XX/XXXX and XXXX then I'd be all caught up and my loan would return to normal in XX/XX/XXXX. I paid the {$1300.00} that day and set up XX/XX/XXXX 's payment of {$620.00} to come out on XX/XX/XXXX before hanging up. Also, on my statement it looks as if only five hundrend something was credited, not the full {$620.00}. She said I was approved for the repayment plan.I received my approval letter within the week. On XX/XX/XXXX I received two calls from Mr. Cooper but no voicemails were left. When I came home from work, I called them which is XX/XX/XXXX Eastern time. I held for an hour, with no answer. I called back again on XX/XX/XXXX @ XXXX XXXX. and again got XXXX in the loss mitigation department. I advised her of the two calls the day prior and just wanted to follow up to make sure everything was ok with my loan. She told me she saw the loan modification was in place and that I hadn't returned my documents. I told her I declined it and there was a repayment plan that I already made two payments on. She told me that there wasn't anything noted and that this was the 1st time she worked on my loan and she would make sure it was rectified and would contact me back. I gave a week and called back on XX/XX/XXXX to follow up and to make my XX/XX/XXXX payment. I spoke with XXXX who advised me she couldn't take my payment. She stated there was no repayment plan in place. She said the modification was never cancelled officially even though it's been noted multiple times. She said the rep on XX/XX/XXXX noted that she advised me to write a letter, which never happened. She also stated that this was the 1st time she looked at my account and knew how to rectify it. She said it would take 7-10 business days to cancel the modification, then once that's done, we can reapply for the repayment plan again which was already approved and paying on. I told her I was sick of getting the run around and I wanted a supervisor. She refused. I asked for a corporated number and name. She refused. She finally only gave me the 800 for complaints. On XX/XX/XXXX, I received a call from XXXX who I thought was calling to advise me she resolved the issue. To my shock, she was calling to let me know that I had fallen behind on my payments and wanted to know if anything had changed. I asked her if they read notes or if there was any one takes notes when I call. She then told me I didn't give her a chance to review and help me.I hung up. Mr. Cooper is horrible. They took advantage of me when I thought they were helping me. This is my home. It's not to be taken lightly!
Company Response:
State: FL
Zip: 34608
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am frusterated we are trying to work with the lender and are gettting no where. At some point I was offered a XXXX Trial Payment Plan for a modification, we made one payment and then I a hardship with repairing my car, we were unable to continue the remaining 2-3 trial payments, that became cancelled. We then contacted few non profit agencies, we law firms, paralegals and got some advise and free consultation however we re-submitted for a change in circumstance ( hardship request ) and have been told we don't qualify for a modification or home retention options until XX/XX/XXXX. We have been working with a 3rd party agency XXXX XXXX they tried to submit hardship documents and do an appeal and the results of the appeal are attached. Here is a timeline of whats been going on, on our account XXXX nos XX/XX/XXXX submitted XXXX bk filed XX/XX/XXXX in review XX/XX/XXXX denied and never got denial paperwork underwriter said send in appeal XXXX got appeal decision saying reapply in XX/XX/XXXX ( see attached ) We have been trying to work with Mr. Cooper since XXXX, we ended up filing chapter XXXX BK to save out home from going to foreclosure, however we got a new sale date coming up in XX/XX/XXXX. We don't have any liquid assets to bring the loan current, we just want to accept a capitalized mod, of flex mod programs specifically related to this investor so we can come current and make our trial payments continously. This is our home, our retirement for our children, I am terrified of loosing our home, I wish that the lender can review our updated income, assets, financials to determine we have a solid hardship and re-review this file again. We are seeking your help to determine what " home retention '' options will be availble for us, XX/XX/XXXX is many months away and we can not loose our home. Please help us escalate this matter
Company Response:
State: TX
Zip: 797XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper has scheduled a foreclosure sale on my house for XX/XX/XXXX. Mr. Cooper never reach out to me concerning my HAMP Loan Modification I applied for in XXXX, instead I am getting a foreclosure sale notice letters six of them which I received on XX/XX/XXXX. Mr. Cooper who has registered as a mark service for Nationstar Mortgage still operating its business as Nationstar Mortgage severally in the past has asked me to submit the same documents over and over again which were promptly submitted but were never used for the purpose intended, that is to be used for the modification of my loan. Instead Mr. Cooper gave me the run around, engaged in telling lies, made false statements, gave deceptive information and bogus figures that could not be substantiated. Also, Mr. Cooper tried very hard to steer me away from the HAMP Loan Modification. Mr. Cooper never conscientiously tried to help me modify my loan so that I could stay in my house. Instead, Mr . Cooper engaged in looking for any rabbit hole it could find, all in an effort to justify itself why it could not modify my loan. Is even more worst now not giving me any logical reason why it has scheduled a foreclosure sale on my house for XX/XX/XXXX. It is very obvious that Mr. Cooper 's goal is to sweep my HAMP Loan Modification I applied for in XXXX under the rug. Mr. Cooper can not unilaterally resolve my HAMP Loan Modification because the HAMP Loan Modification Program guideline specifically said that to resolve a loan modification under the program it has to be bi-laterally resolved and no unilaterally resolved. To do so, is in a violation of the HAMP Loan Modification Program guideline. Mr. Cooper again is violating the Virginia Bankruptcy Law by constantly touting me with a Voluntary Payment Coupon in the amount of {$450000.00} which is illegal. I filed for bankruptcy XXXX and my wife filed in XXXX and both were discharged. The XXXX XXXX XXXX in the foreclosure sales notice letters I received from the Trustees claimed that it enclosed advertisement as published in XXXX XXXX XXXX about the foreclosure sale which is not true. I could not find any advertisement in any of the six letters I received from the Trustees.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has transferred lenders 3 times since it's inception. I accepted and understood the loan would carry PMI. I requested for the PMI to be removed and the lender agreed to research this for me. The lender determined the loan did qualify to have the PMI removed and did process the removal promptly. I then requested a reimbursement for having paid the PMI longer than necessary. The lender stated that the consumer was supposed to request PMI removal when the Homeowners Protection Act of 1998 states it is supposed to be initiated by the lender once the loan to value arrives at 78 %. My loan is at 75 % and has been below the requirement of 78 % for some time. I asked to be reimbursed and was told that is not an option because the lender claims it was my responsibility to call and request for the PMI to be removed. Also, I spoke with the PMI department several times and none of the representatives were able to confidently explain what the Homeowners Protection Act is.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper will not remove the PMI from the account even though it expired XX/XX/XXXX. They keep changing the date saying payments were missed, but that is incorrect. All payments have been received, but no from the Service Agent up to the Supervisor XXXX XXXX are willing to fix this issue.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On Thursday XX/XX/XXXX I was contacted by a CS agent from Mr. Cooper. The person called told me her name was XXXX calling out of XXXX, the exchange starting with XXXX- She express congratulations on our mortgage modifications. Please note the only way to complete the modification according to Mr.Cooper/Nations Star besides complete the trial payments was to pay XX/XX/XXXX and XXXX ( which we did with two separate payments ) one cashier 's check, the other personal check which was cashed/cleared. Both payments were sent via XXXX. Although the person called to express congratulations on the modification she said she was calling to ask if we were behind on any Home Owner Association dues. I gave her the information, Then she told me she was calling about our XX/XX/XXXX payment. I nearly loss it, because these were already sent and we are attempting to move forward. First she stated she could not find any payments we made, then she said she did find it and stated we owed more. After about 15 minutes, she said there is {$110.00} missing and she would put in a request to see what happened to {$110.00}, but she found the two payments. Then she said she could take a payment for XXXX, so I gave her our bank information. The next day I called the number she gave me and said it was her direct line. I called the number and the number was Mr. Cooper but not assign to anyone. Additionally when I called back and spoke to another person she said WE OWED FOR XXXXXXXX, at this point I hate we have gotten into this type of mortgage with such confusing transactions and inexperienced customer service people who may not have the proper knowledge and abilities when speaking to homeowners on mortgage payments, escrow, taxes and basic customer service. I ended the call and called someone else who again claimed we owed for XX/XX/XXXX. I move the money from my bank account that would have paid XXXX XXXX mortgage because I was told it was for XXXX when I know it should be for XX/XX/XXXX. Afterwards I received repeating emails that our mortgage payment was received numerous times. These are unlimited indications this mortgage company is disconnected and does not know what CS agents are doing in XXXX versus what those in XXXX are doing ... .several agents swore they knew what they were doing although they could not find the payments I spoke of that was for XXXX and XXXX. I received a letter about a surplus in escrow but would go toward past due payments if the account was not in good standing, the agent told me there was not a surplus because XX/XX/XXXX was not received. These are the types of experiences which makes excuses for them unacceptable. There is still a fact of the XXXX male called to harass me that I better take the modification then said I decline and the modification was rejected. Even after the recent called congratulating us on the modification, those that I have spoke to within the last two days mentioned the modification was rejected. The person reading this for CFPB it is my hope that you will give further instructions for consumers when mortgage companies like this exist!!!!!!
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper Mortgage company was renamed from NationStar Mortgage LLC XX/XX/XXXX. Nation Star Mortgage LLC had paid my correct Property Taxes since XX/XX/XXXX. My Property Taxes were not paid from my escrow account to the City of XXXX NH on the two dates : XX/XX/XXXX and XX/XX/XXXX. However, Mr Cooper paid from my escrow account to the City of XXXX NH on the above dates to an incorrect Property ID located in the same city. The incorrect dispersment to the wrong Property from my escrow account : XX/XX/XXXX ( {$160000.00} ) and XX/XX/XXXX ( {$1600.00} ) Mr Cooper had evaluated my Escrow account XX/XX/XXXX that my taxes had decreased of which I disputed by the Tax bill I had received from the city - I did email/faxed them the tax bill again. I received a Notice of Tax Delinquencies and Unredeemed Tax Liens XX/XX/XXXX. The Taxes owed on my Property are : XX/XX/XXXX ( ' {$2600.00} ) and XX/XX/XXXX ( {$2600.00} ) I called Mr Cooper customer service XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - spoke to multiple agents, faxed & emailed documents ( including Tax Bill, Notice of Tax Deliquency letter, past tax bills, Print out of Taxes owed from City of XXXX ) The agents reported to me that the Property ID number they had was correct, the tax department had spoken to the City of XXXX tax office to confirm they were correct. It wasn't until XX/XX/XXXX that Agent XXXX gave me the Property ID number which was incorrect as reported on my Tax Bill ( and all previous Tax Bills ). Mr Cooper mortgage statement XX/XX/XXXX made a second payment to the incorrect Property ID number after the many phone calls to Customer service agents to resolve this. I spoke with agent XXXX onXX/XX/XXXX and XX/XX/XXXX about this incorrect ( error payment ) from my escrow account - he said that I had to prove the Property ID number on my tax bill by emailing the attached Tax bill and past bills ( as far back as I had them ). As of today, XX/XX/XXXX - I spoke with agent/XXXX no resolution of this Escrow error ( payment to the wrong Property ID twice ) has been resolved. XX/XX/XXXX, I faxed the documents ( Letter of Tax Deliquency, Tax Bill, Property Record Card, and other documents ) to the Complaint department & the Tax Processing Department. I have also mailed copies to each of the above departments.
Company Response:
State: NH
Zip: 03820
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Once again ... the only errors that have been fixed by Nationstar regarding my VA mortgage loan is they updated the balance on my mortgage loan. However ... the payments are still not reflecting what I have submitted to them via on time mortgage payments. There is no updated credit score that should reflect all payments ... timely payments I have made towards my VA mortgage loan. I am not receiving the credit points that should clearly reflect my payments with any of the credit bureaus. Nationstar can fix the balance on my VA in a timely manner ... however ... look at the attached that does not show all payments that I have made towards my loan. I should also see a definite increase with my credit score to reflect payments being made on my VA mortgage loan. This looks like a rental home instead of a mortgage loan with all three credit bureaus. I need the errors, payments and my credit score fixed and updated by Nationstar. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A