Date Received: 2018-05-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: !! URGENT!! My house is scheduled for sheriffs sale on Thursday, XX/XX/XXXX and I need assistance in having the lender, Mr. Cooper f/k/a Nationstar Mortgage, postpone it. I was accepted into the lenders keys for cash program, agreeing to execute a Deed in Lieu of Foreclosure in exchange for relocation funds. I was assigned a Loss Mitigation Specialist, XXXX XXXX, to handle my file. The approval for the program was pending clear title to the property and upon receipt of the title report XXXX XXXX informed me there was a lien of record - a tax sale certificate for non-payment of the municipal sewer due for XX/XX/XXXX. My lender escrows for sewer payments and this lien was solely the fault of Nationstar Mortgage ( n/k/a Mr. Cooper ) for failing to pay the sewer when due. Upon being notified by XXXX XXXX of the lien, I called the municipal tax office and was told that the lien had in fact been paid-in-full, by Nationstar/Mr. Cooper in XX/XX/XXXX and that they had sent the tax sale certificate endorsed for cancellation to Nationstar/Mr. Cooper. I provided this information to XXXX XXXX at Mr. Cooper and she said she would contact her tax department to research why this document had not yet been recorded with the County Clerks office. So not only did Nationstar/Mr. Cooper cause the lien, they also were the reason the lien was still of record. I followed up repeatedly for weeks by phone and email with XXXX XXXX with no response, no updates as to the status of the cancellation of this lien. This was the only outstanding issue preventing me from finalizing the documents for the Deed in Lieu of Foreclosure for XXXX. On XX/XX/XXXX I received an email from XXXX XXXX at Nationstar/Mr. Cooper, apparently my file had been reassigned to XXXX XXXX, XXXX XXXX was no longer involved, which I had not been made aware of. The email from XXXX XXXX was brief in nature, i.e. the lien will have to be resolved and paid off by you - that was the extent of her email. Despite emailing XXXX XXXX all the information previously given to XXXX XXXX, I received no other response so I contacted the tax office to ascertain what needed to be done to replace the cancellation document lost by Nationstar/Mr. Cooper. I was finally able to obtain the necessary document from the tax office and hand delivered same to the County Clerks office for recording on XX/XX/XXXX ; by recording this document it cleared title and would allow me to proceed with XXXX. After calling and leaving messages countless times for XXXX XXXX to contact me and sending emails, including a copy of the recorded tax sale certificate cancellation, I have never heard from her since her last email of XX/XX/XXXX. Upon calling and speaking to another representative on XX/XX/XXXX I was informed of the following : - My home is scheduled for Sheriffs Sale on XX/XX/XXXX - I was no longer in the keys for cash/Deed in Lieu of Foreclosure program because my loan had been sold to a non-XXXX lender therefore this program was no longer available to me - I questioned how Mr. Cooper was able to schedule a Sheriffs sale on my home if they no longer held my mortgage and was told that the assignment to the lender would become effective XX/XX/XXXX therefore Nationstar/Mr. Cooper could in fact schedule the Sheriffs sale This was the first and only time I had been told any of this information. My home would have gone to Sheriffs sale on XX/XX/XXXX without my knowledge. Suspiciously after this phone call took place on XX/XX/XXXX, I received a certified letter on XX/XX/XXXX from the attorney representing Nationstar/Mr. Cooper in the foreclosure action informing me of the pending Sheriffs sale. Then I received a letter from Nationstar/Mr. Cooper dated XX/XX/XXXX ( the very same day I was informed by them of the above information ) stating by federal law borrowers are required to be notified in writing whenever ownership of a mortgage loan secured by their principal dwelling is sold.. ; the letter goes on to give the details of the name of the new lender, loan servicer, etc. HOWEVER it states my mortgage was sold to the new lender on XX/XX/XXXX. I had been told by Mr. Cooper verbally that my mortgage was being sold effective XX/XX/XXXX, which is why the Sheriffs sale is taking place on XX/XX/XXXX. If there is anything that you can possibly do to prevent the Sheriffs sale from taking place on XX/XX/XXXX and assisting me in getting back into the Deed in Lieu of Foreclosure program would be extremely grateful. I dont understand why they did this to me - I was approved for the program and was willing to sign title to the property over to them. The deceptive practices of Nationstar/Mr. Cooper are unconscionable ; they have intentionally deceived me ; provided me with incorrect information or no information at all ; breached their duty of good faith resulting in harmful repercussions to me as the borrower. Im hoping and praying that something can be done in time to stop the Sheriffs sale on XX/XX/XXXX. Again, I appreciate any assistance you may be able to offer.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage documents are showing an audit and voluntary repurchase agreement in XX/XX/2013 from XXXX. The servicing has been transferred 2 times since then.XXXX does not acknowledge these documents. After demanding paperwork and making previous complaints, I just recently was told of their existence .I believe we have been defrauded by all the major banks who held this property.After I questioned Mr. Cooper they transferred me to XXXX XXXX XXXX..As of XX/XX/XXXX the loan number is the same under XXXX XXXX XXXX XXXX XXXX and Mr Cooper
Company Response:
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been unsuccessful in trying to reach out to Nationstar regarding incorrect balance of my existing VA mortgage loan with all three credit bureaus. I have been unsuccessful in reaching out to Nationstar regarding not accurately reporting 'all ' payments that have been made regarding my existing VA mortgage loan to all three credit bureaus. I have been unsuccessful in reaching out to Nationstar regarding the correct credit score updates that should have reflected all of my payments that were made on time to all three credit bureaus. The above needs to be urgently corrected and updated so it does not continue to feel as if I am renting my home. I should see a reflection of updated credit score points with each mortgage payment that I have paid since the time I had purchased my home. The above issues I am asking Nationstar to address in an urgent manner and to be corrected.
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper is my loan servicer. The loan originated in XX/XX/XXXX. I was ok 'd for a modification XX/XX/XXXX. I sent the signed loan modification papers back in XX/XX/XXXX. Mr. Cooper could not find them. In XX/XX/XXXX they scheduled a mobile notary. Papers were signed and returned. I didnt hear anything and was unable to make a payment. After calling, I found the notary did not stamp the papers so they placed the loan in foreclosure instead of contacting her or me. I contacted the president of Mr. Cooper and they are trying to help straighten out the mess they created. However I have a new servicer XX/XX/XXXX so that is a complication. They admitted they made a mistake but didnt say they filed court papers. I was served by a sheriff and have had numerous realtors send me offers. Very embarrassing. I am assuming the modification will go through but foreclosure could be an issue. The secondary issue is neighbors seeing the sheriff and realtors seeing a notice. What are my rights? What is Mr. Cooper 's responsibility?
Company Response:
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2018-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX or a company acting like XXXX XXXX XXXX has recorded an Assignment of Deed as well as a Notice of Default and a Notice of Sale. on my property. I am not sure XXXX XXXX XXXX would this ; because I have a statement from them indicating that the do not own my property. Can you help extend the sale date so I can take proper action. Attached is the letter from XXXX XXXX XXXX My wife was the borrower ; she passed away on XX/XX/2016. I am the surviving widow filling out this complaint
Company Response:
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is intended to address the irresponsible and irregular management of my mortgage escrow account by Nationstar Mortgage ( Mr. Cooper ). Find below the sequence of events : 1. On XX/XX/XXXX, Nationstar Mortgage issued a payment to XXXX XXXX and XXXX XXXX to cover the premium for HO-6 Policy # XXXX. The payment was made via a bulk check for the amount of {$1100.00}. 2. On XX/XX/XXXX, I informed Nationstar Mortgage that I was unaware of the existence of subject policy. Therefore, the policy was to be considered fraudulent, as it was issued without my consent/approval. The mortgage servicer indicated, that they have no control over the issuance of the policy, and they just paid because my escrow account was set to cover HO-6 insurance coverage. Nationstar Mortgage never contacted me to verify the validity of the policy. They just paid and offered me to have patience. 3. On XX/XX/XXXX at my request policy XXXX was cancelled and Nationstar Mortgage notified. 4. On subsequent multiple conversations with Nationstar Mortgage customer service I was threatened by the company to purchase another policy. Otherwise, they would buy a very expensive policy with limited coverage, so it was in my best interest to provide evidence of coverage. 5. On a follow up conversation, I informed Nationstar Mortgage that I was already covered by XXXX XXXX XXXX under Policy XXXX. I also notified then that I had established a payment plan with XXXX XXXX XXXX, and I didn't authorize them to use my escrow account to pay this policy. This was stressed in multiple occasions when the Insurance department was contacted to report the irregular activities 6. On XX/XX/XXXX, despite the multiple communications and conversations held with the Insurance department, Nationstar issued a payment to XXXX XXXX XXXX.The payment was made via a bulk check for the amount of {$1100.00}. 7. On XX/XX/XXXX, I contacted Nationstar to express my disappointment, and they offered me to have patience. 8. As a result of these irregular, irresponsible and unauthorized payments, my escrow account is in deficit. As of XX/XX/XXXX, the balance in y escrow account is : - {$1800.00}. What kind of company manages customer 's mortgage escrow accounts as above described? How can a Mortgage company pay to two different insurance companies within two weeks ( XX/XX/XXXX and XX/XX/XXXX ) for the same property without contacting their customer and without taking in consideration all the conversations that had been held regarding the subject?
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house burned down on XX/XX/2016 and was a complete loss. As our primary mortgage holder, Nationstar Mortgage ( d/b/a Mr. Cooper ) was given a large amount of coverage funds from our insurer and put into escrow to issue disbursements for rebuilding our home. Nationstar refunded my wife and I the amount of the insurance proceeds above the balance of our mortgage. When we called Nationstar 's customer service/loss draft department, a representative explained that they were not entitled to keep more than the mortgage balance in the escrow account. We fired our contractor based on numerous violations of the construction contract and New Jersey consumer fraud statutes. Despite already having received insurance proceeds up to the mortgage balance, issuing a refund check to us and representing this was their policy, Nationstar has told our insurance carrier that additional insurance proceeds must be placed in their escrow account. They have also insisted that any funds they receive go to pay our former contractor, who filed a bogus lien claim against us. This leaves us with little money to complete the rebuild and will make our partially completed home essentially worthless. Further, our tax assessment after our house was destroyed was decreased by roughly 65 %. Yet Nationstar still takes their full cut of the original tax payment in our mortgage payment each month. We have requested reimbursement for their overcharging but have gotten no response. They have both reneged on and misrepresented their escrow policies while taking taxes beyond the prevailing rate after the fire. We are making our full mortgage each month while having to rent housing for our family. We are being bled dry and about to lose everything because they won't help us rebuild our lives and our home. Nationstar is intentionally and unconscionably forcing us into foreclosure and financial ruin.
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom it may Concern : Mr Cooper mortgage company took over my mortgage loan almost two ( 2 ) years ago and since then I have had nothing but issues. On XX/XX/XXXX, I received the XXXX form regarding my mortgage Interest Statement ( copy enclosed ). Please note box number XXXX. On XX/XX/XXXX I had my taxes for the year XX/XX/XXXX prepared and filed. On XX/XX/XXXX, I received a Corrected XXXX form RE : Mortgage Interest Statement ( copy enclosed ) and the error that Mr. Cooper made was a {$2000.00} difference as you will note in box number XXXX. Since my taxes were already completed and filed, I would have to pay to have my returns amended. Upon receiving this corrected XXXX form, I contacted Mr. Cooper and requested two ( 2 ) things from them : 1. I wanted my Escrow account closed and from here out I would take care of my property tax payments on my own. 2. I wanted my PMI taken off my mortgage payment since I have been paying on my house for almost ten ( 10 ) years. I spoke with a Mr. Cooper agent XXXX on XX/XX/XXXX at XXXX XXXX and she informed me that my property tax has been paid IN FULL for the year of XX/XX/XXXX and that I had a surplus of {$1300.00} and that she would close out my escrow account and send the surplus check. XXXX also advised that my tax preparer should do the amended tax filing for free which is an absurd comment and totally untrue. On XX/XX/XXXX, I received a letter from Mr. Cooper informing me that my property tax is delinquent. I was in shock. I called and spoke with XXXX at XXXX XXXX and he stated multiple times to me that my property tax WAS NOT DELIQUENT. I had him repeat this multiple times and he stated that he would email me the receipt that Mr. Cooper had in my records to provide proof that they did pay my property tax. XXXX stated the email would be sent to me within 24 hours and as of yet I have NOT received an email. Once I finished my call with XXXX, I checked online with XXXX County Tax Office and was shocked to see that my taxes have NOT been paid. I promptly paid the taxes with the penalty fee ( {$130.00} ) and the charge for the use of a credit card ( {$28.00} ) for a total of {$1400.00} ( see receipt enclosed ). I expect reimbursement from your company in the amount of {$160.00} for the late charges and the use of a credit card as I did not want the taxes to be one more day late. While also on the phone with XXXX I asked her about removing my PMI, She informed me that I was eligible to have that removed because I was at 74 % and, therefore, met the criteria. I asked her to send that to the department to handle this issue and thereafter I received a letter on XX/XX/XXXX and XX/XX/XXXX stating I was NOT eligible. Since I bought this property, I have NEVER changed mortgage companies but my mortgage has been sold three times. Your company is stating since I refinanced in XX/XX/XXXX that I have to pay my PMI for another 11 years. This will give them 21 years they are getting PMI payments for my mortgage. I then requested them to double check because I believe they were incorrect and they again sent a letter on XX/XX/XXXX again stating I was NOT eligible. I have enclosed a total of 8 exhibits and I have marked them with numbers on the top right corner for your review. Please review this history of my mortgage and the errors that have occurred by this company.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Has to do with complaint number # XXXX. According to the Florida Hardest Hit Program includes two assistance programs, an Unemployment Mortgage Assistance Program ( UMAP ) and a Mortgage Loan Reinstatement Program ( MLRP ). The HHF Program will provide assistance in the form of a subordinate mortgage loan. ( HHF Loan ) to the homeowner. The HHF Loan will be evidence by a Promissory Note, a Rider to Promissory Note, and a Subordinate Mortgage ( collectively, the Loan Documents ). The Loan Documents, including requirements contained in the HHF Approved Letter, contain the terms and conditions that will govern the HHF Loan. With that said, once Nationstair Mortgage and/or Mr.Copper accepted these terms set by HHF Program, then under those terms and conditions. Under the Rider to Promissory Note Section D. : ( The owner or servicer of the Borrower 's First Mortgage Loan must agree to accept and apply the HHF Loan proceeds to the contract payment due under the Borrowers First Mortgage Loan, and where the HHF Loan proceeds are advanced for reinstatement, must agree to reinstate the First Mortgage Loan. also under the UMAP & MLRP you receive a maximum payment of {$18000.00} towards the installments of principal, interest, mortgage insurance, escrow amounts for taxes, insurance and homeowners association fees. Which also where included for the next year monthly payments. Paid out by Florida Hardest Hit Program. Therefore, as you stated in your response letter to me, The funds provided were not enough to bring the account to current standing. The Florida Hardest Hit Program would not have continued to make payments towards anything that would have to due with the Mortgage. Furthermore, if you accept the terms they provided, then under these terms, you have to make due with what you got. And bring the account up to a current statues.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NationStar Mortgage, doing business as Mr. Cooper, is incorrectly reporting late payments on my loan to all three credit bureaus, for XX/XX/XXXX and XX/XX/XXXX. This is due to Mr. Cooper purchasing flood insurance on my behalf and placing an escrow balance on my loan, even though I had already provided proof of flood insurance. I received a letter from Mr. Cooper dated XX/XX/XXXX, stating that I had 15 days to provide proof of flood insurance. A copy of the flood insurance was provided via their website. When I spoke to a representative on XX/XX/XXXX, they confirmed receipt of the flood insurance policy and I was told that my monthly payments would remain the same ( {$860.00} ), and that the escrow account would be removed. In a follow up phone call to Mr. Cooper dated XX/XX/XXXX, I was then told that I need to pay an outstanding escrow balance from XX/XX/XXXX of {$84.00} in order for my loan to be current. Even though this does not make sense, since I have never had an escrow account on this loan, I made this payment out of frustration in order to try to bring my account current. I later received a refund of this payment for {$64.00}. On XX/XX/XXXX, I spoke to a supervisor named XXXX XXXX at Mr. Cooper, who stated that their system does not show any late payments on my account, and that all payments were made on time in XX/XX/XXXX. In my most recent phone call to escalation specialist XXXX XXXX on XX/XX/XXXX, I was then told that my XX/XX/XXXX payment of {$860.00} was being held in a suspense account and not applied to my loan, even though the payment was made on time. She stated that the payment amount of {$860.00} was incorrect, and should have been {$970.00} instead. This increased amount does not make sense, since that amount would include the lender placed insurance/escrow balance, which I was previously told had been removed. XXXX stated that I need to pay an outstanding balance of {$290.00} in order to release the XX/XX/XXXX payment and have it applied to the loan. Again out of frustration, this payment of {$290.00} was made on XX/XX/XXXX in order to try to bring my account current. She also stated that I have been one month behind in payments from XX/XX/XXXX until XX/XX/XXXX. However, all payments were made on time in XX/XX/XXXX, as evidenced by the attached screenprint of my bank account. I have called Mr. Cooper numerous times to try to get my account corrected, however, I receive different answers from each representative that I speak to, and none of these representatives are able to explain to me why my account is showing as delinquent, or help me to get it current. To date, my account is still incorrect. Because of this incorrect reporting to the three credit bureaus by Mr. Cooper, my credit score has dropped by almost 100 points. These numerous phone calls, hours of time spent, and various different answers by Mr. Coopers representatives have caused a great amount of unnecessary stress. This incorrect credit reporting has also caused me to be unable to obtain a loan for a new home that I was in the process of purchasing, and should be closing on in XXXX. If this issue is not corrected quickly by Mr. Cooper, I will be unable to purchase my new home, and will not have a home to live in, as my previous home has already been sold.
Company Response:
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A