Date Received: 2018-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe I am victim of mortgage servicing fraud. On XX/XX/XXXX I requested a copy of the assignment of mortgage from the servicing company On XX/XX/XXXX I requested a copy of the mortgage servicing agreement between XXXX and Mr. Cooper. On XX/XX/XXXX I received a copy of the allege assignment of mortgage but I have received a copy of the mortgage servicing agreement between XXXX and Mr. Cooper. I am current on my mortgage. Sixty days has passed since I submitted the RESPA request and Mr. Cooper has failed to reveal it's rightful claim to collect my mortgage payments. XXXX was fined for committing mortgage service fraud and I believe that Mr. Cooper is a conspiring party as well. Please help.
Company Response:
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2018-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have, for years now, tried to obtain a modification for this loan. In the very first year of my attempts, I thought I was close, but recurring administrative errors on the part of XXXX nixed my efforts, always at the eleventh hour. There followed a series of wrongful foreclosures, six in all, over the next five years. The bank constantly and despite my effortstried to take over the empty lot adjacent to this house, a lot that belongs to me free and clear. I had to hire an attorney, rent the house cheap depredations ensuedspend hours each day, week, month, and year reinitiating the modification process, hoping for closure. XXXX then sold the loan to Mr. Cooper who, having done none of these missteps and errors, could not be held accountable. All I have left now, after these exhausting years of struggle to keep this property, is a short sale. I found a buyer a year ago, a non-profit company called XXXX, who negotiated the price to their offer of {$230000.00}. Mr. Coopers investors did not want to budge from {$250000.00}. Neither party would change their offer even though they were a mere {$27000.00} apart. I have now found a new buyer and am presenting her offer and her loan authorization. There is little time to reinitiate the short sale since the Trustee Sale is scheduled for XX/XX/XXXX, this coming Wednesday. This new buyer is offering exactly what Mr. Cooper requested, {$250000.00} and is approved for that amount plus closing costs. Through this short sale, Mr. Cooper will get the funds it wants. The buyer will get a house she really likes. I will not, at age XXXX, have my credit ruined again by this upcoming foreclosure. I am respectfully asking that Mr. Cooper stop the trustee sale of XX/XX/XXXX, and allow the realtor XXXX XXXX of XXXX XXXX to reinitiate the short sale and communicate with you. Thank you, XXXX XXXX
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2018-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018, I made a {$220000.00} payoff on our mortgage. The XX/XX/XXXX regular payment had already been made with interest paid through XX/XX/18. Instead of charging me interest for 8 days in XXXX, the mortgage company charged me interest through XX/XX/XXXX even though they had the funds. The interest on the {$220000.00} balance@ 3.75 % should have been {$180.00}. They charged us {$710.00}, or {$520.00} excess. They deny any wrong doing and/or mistakes were made and caused the payoff process to be delayed by over 30 days at which time they snagged us for additional funds with which to pay the real estate taxes 20 days prior to the due date. If this is their standard procedure, they are bilking the general public by millions of dollars annually. According to them, I failed to get a " formal '' payoff quote prior to remitting the payoff funds. Copies of all correspondence with them and payment records are enclosed.
Company Response:
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2018-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We currently have a mortgage with Mr. Cooper formerly known as Nationstar. Nationstar acquired our mortgage from XXXX on XX/XX/XXXX. Prior to the transferred we were in an Unemployment Forbearance Plan with XXXX that was for six months. The plan started XX/XX/XXXX to end XX/XX/XXXX. Nationstar did not honor that plan when they took over our mortgage. At that time, we were 7 months behind on the mortgage due to unemployment. When Nationstar took over our mortgage they adjusted our past due balance from {$7100.00} that we owed XXXX to {$33000.00}. We reach out to Nationstar on XX/XX/XXXX via email requesting to speak to someone ASAP about our mortgage and was given the customer service number XXXX to call and speak to ANY representative. We did, and it was to no avail. Nationstar told me to call XXXX and when I called XXXX they told me to call Nationstar. We were very frustrated we were facing foreclosure, so we hired the services of XXXX XXXX XXXX on XX/XX/XXXX to assist us to prevent foreclosure on XX/XX/XXXX. They were not able to rectify the mortgage balance problem but, they were able to get us a pre-trial payment plan to avoid foreclosure. We continued to struggle to make our payments and reach out to the Nationstar to request a modification of our mortgage because of the high payments. We received a XXXX XXXX Modification in XX/XX/XXXX the new note balance was {$190000.00} with monthly payments of {$1000.00} interest rate of 4.625 % Interest Bearing Principal Balance maturity date of XX/XX/XXXX. Please bear in mind that my previous mortgage balance with XXXX was {$160000.00} monthly payments of {$1300.00} interest rate of 5.00 % and my mortgage was not Interest-Bearing Principal Balance. We did receive a lower payment- yes- but the interest bearing on the principal balance was not helping us any and there was not a significant change in the mortgage interest rate. We have been living in our house since XX/XX/XXXX, so we had already invested a lot of time, so foreclosure was not an option for us. We did everything in our power to make the payments and keep current, but it was very hard and watching the principal balance was heart breaking. We were facing foreclosure again on XX/XX/XXXX and we were able to come up with the money to reinstate the mortgage, so we reach out to Nationstar again to rectify this problem with the mortgage balance to see if we can get it corrected from the problem that initiated when they took over the loan from XXXX. Nationstar offered us another XXXX XXXX Modification on XX/XX/XXXX the new note was {$190000.00} same interest rate of 4.625 % Interest Bearing Principal Balance an adjustable mortgage monthly payment of {$970.00} and the maturity date XX/XX/XXXX. We were very disappointed and felt lost and defeated because we were getting nowhere with Nationstar. They kept the interest rate the same, and the terms of the loan the same and they keep profiting more and more with every payment we made, but we still had hope for a resolution some way somehow. Our struggle remained, and we did everything in our power to make our mortgage payments current because foreclosure was not an option. We fell behind in our mortgage payments again and seek out help from XXXXXXXX XXXX in XX/XX/XXXX and we were approved for mortgage assistance on XXXX XXXX and we completed the program with XXXXXXXX XXXX in XX/XX/XXXX. In XX/XX/XXXX, we requested a mortgage pay-off from Nationstar who had recently changed their name to Mr. Cooper. We received a payoff from Nationstar for {$190000.00} good through XX/XX/XXXX and we also received a payoff from Mr. Cooper for {$180000.00} good through XX/XX/XXXX. We were in total shock and disbelief. From XX/XX/XXXX to XX/XX/XXXX only {$1300.00} was applied to the principal balance of the loan. At that time our mortgage payments were {$1000.00} adjusting monthly just getting higher and higher with all kind of fees. Our income dropped drastically in XX/XX/XXXX and again we fell behind in our mortgage. Our income situation got better in XX/XX/XXXX, so we reached out to XXXX to assist us with this tragedy with Mr. Cooper to see if we can get this problem with the loan balance rectified once and for all. Mr. Cooper reached out to us and told us they were looking into our request and will keep us updated. In the meantime, I wanted to see if we can come up with a repayment plan for the 3 missed mortgage payments and they were not very cooperative. They only wanted to stretch out the payments in three installments which meant that the mortgage payments will go up even higher and not within our means to pay. I called and stress the importance of not falling too far behind and they ignored our pleas since we were behind three payments they can only accept the full balance on the missed payments which was over {$3000.00}. They denied the loan modification request twice and suggested that I resubmit our application. I was even told by a Mr. Cooper representative we were eligible for long repayment plan to stretch the payments out in 11 months and when I submitted the documentation he told me to submit another Mr. Cooper representative told me that we were never eligible for that plan. We are currently 8 months behind and we just recently received a denial letter from Mr. Cooper for a a loan modification on XX/XX/XXXX. We reached out to an attorney on XX/XX/XXXX for consultation about this tragedy and we were advised to make a complained due to the following circumstance : Prior to Nationstar acquiring our loan, we had filed Chapter XXXX bankruptcy in XXXX and the mortgage was included. We chose to keep our home since we had already invested so many years. Unknown to us our mortgage still currently has PMI insurance which we thought were cancelled by XXXX, Nationstar was fully aware of thier actions and intentions from the very beginning. Nationstar have been dishonest and deceptive since XX/XX/XXXX.They never honored the Unemployment Forbearance Plan with XXXX and they changed the loan balance which is mortgage fraud and have ignored my request over and over and over again to rectify the error. Moreover, they structured the loan modification to better fit their needs. My last pay off request from Mr. Cooper received on XX/XX/XXXX is {$190000.00} so now it's even more than the new balance on the loan in XXXX which is a clear indication that Nationstar/Mr. Cooper has done everything possible to avoid us from paying off this mortgage. This is fraud and robbery. We purchased our home XXXX, we should be looking forward to retirement and enjoying our life but since XXXX I've been living a nightmare going back and forth with Nationstar/ Mr. Cooper trying to correct a terrible mistake and keeping my home because foreclosure is not an option.
Company Response:
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2018-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX XXXX dba Mr. Cooper completed a loan modification on our primary mortgage. The modification was offer to us because NationStar levied an amount of {$17000.00} as an outstanding amount due immediately after the discharge of our chapter XXXX bankruptcy ( 60 months ) on XX/XX/XXXX. We original had 10 year fixed arm loan with ( XXXX but sold to NationStar ). NationStar was unable to adjust payments after 10 years because of the bankruptcy court ordered payments. On XX/XX/XXXX we contacted NationStar & informed them of discharge. They sent us a demand letter for immediate payment of {$17000.00}. We still don't know how this amount was established but payment was due immediately. We tried to work out payment plan to pay this amount by installment payment but was refused. What we were offered was a loan modification which we gladly accepted. Never were we informed that it was a hardship loan. No documentation received indicated Hardship Loan. We are now trying to re-finance our loan but NationStar is informing our lender XXXX that the modification was a hardship loan. The loan modification was offer to us by customer service rep & we were never informed it was a Hardship Loan. We are about to be turn down a second time because this modification has been labeled Hardship.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2018-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MrCooper LN XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX I called in on this file because we should have had an approval letter a month ago the buyers accepted MrCoopers counter offer and an addendum for the new purchase price and a matching HUD was sent on XX/XX/XXXX and XX/XX/XXXX. Nothing has been done on the file in the last month. They claim it has been approved but no one will send us the approval letter. **WE ARE HAVING THIS PROBLEM ON ALL OF OUR MRCOOPER FILES NONE OF THEM ARE BEING WORKED. We have been told by multiple managers that they have shut down one of their facilities with no notice to rest of MrCooper employees. MrCooper is grossly understaffed and can not process their current file load. When questioned what was going to happen with properties currently in foreclosure, we were laughed at and told Too bad they're just going to have to go to auction because we don't have anyone to work the files. They thought it was funny that no one was going to work on the file and these were all going to go to foreclosure CC : CA State Attorney General
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Beginning in early XX/XX/XXXX, I found myself struggling to pay the first and second mortgage on a property that was owned by my ex-husband and me, but it had become my responsibility to manage as part of the divorce agreement. My company had moved me away from the location where the property was located and, due to the property being valued approximately {$100000.00} below what was currently owed on both the first and second mortgages combined, the decision was made to keep the property and rent it until market conditions improved enough to sell it and be able to cover any losses. The rental rate for the market was not enough to cover the first and second mortgage, property taxes, condominium fees, and other related charges ; however, when I was transferred out of state in XXXX I was able to cover the $ XXXX/month deficit between what was owed and the incoming rent by way of my salary. Then, in XX/XX/XXXX, other financial problems began to squeeze cash flows so much that I found myself struggling to buy groceries, pay for gas, and make payments on debt, including the mortgages. I reached out to the realtor who managed the property for me and explained the situation. She immediately began working on finding a buyer interested in a short sell. After a few weeks, she reached out to me to say she had a buyer willing to pay cash for the property at approximately $ 65k under what was owed to both mortgage companies. She started the process and promised to keep me abreast of any and all developments. It all appeared to be coming to a somewhat happy ending where I could get control of my finances, both mortgage companies would obtain some of the residual money from the sale of the property if they agreed to a short sale, and we could avoid the foreclosure process altogether. A few weeks after she gave me the news of the buyer 's interest in the property, she called me to say that the first mortgage lender was refusing to communicate to her or the attorney she was working with on my behalf. They had no interest in any kind of negotiation and was very swiftly moving toward foreclosure. Up to this point I had received only one phone call from the first mortgage company where a man on the other end of the line politely told me that I was behind on my payments and asked if he could take the payment information over the phone then to bring the account up to date. After explaining my situation his only response was to continue to badger me on how bad it looks on my credit report to fall behind on the mortgage payments and that he must have my information right then to process a payment. I hung up, frustrated and ashamed. So when I learned about how the first mortgage company was responding it came as no surprise. She told me not to worry and that the attorney she was working with was still trying and that there were normally hiccups when piecing together a short sale, although she did say that she had never dealt with an institution that outrightly refused to work with the assisting attorney. Again, I felt a great deal of anxiety over the entire situation, but remained hopeful that we could come to some kind of a solution. After yet a few more weeks I received another phone call from my realtor. She had bad news. The first mortgage company was auctioning my property in less than 3 weeks and she and the attorney had exhausted everything to try to stop it and got nowhere. She said that there was one last chance that they were trying to pursue and that was to solicit support from a state representative and have that person try to stop the foreclosure and convince the first mortgage company to come to the negotiating table and try to work this out. That was on XX/XX/XXXX. Sadly, it was to no avail and the property was auctioned on XX/XX/XXXX, for {$140000.00}. My realtor stated that in all her years in the industry she had never seen such treatment exhibited by the first mortgage company. This was the worst treatment she had ever seen from a lender - and the attorney agreed. After a few months my first mortgage status changed on my credit report showing that the lien had been satisfied through foreclosure measures, but I was very confused as to what happened to the second mortgage. I had not heard from the company and nothing was stated in any of the short stack of communications I had tried to piece together from the first mortgage company. Then, in XX/XX/XXXX, I received a bill in the mail for the full amount of the second lien - approximately {$43000.00}. I called the company and they explained that it didn't matter what had happened regarding the foreclosure, no one had advised them of anything, and I was left holding the responsibility for the second mortgage with no property backing it. I hung up, bewildered, confused, angry, and disappointed. Why would a first mortgage company pass up an opportunity to short sell the property at {$180000.00} cash? Why was the second mortgage company not involved in the foreclosure process? Why had they absolutely refused to work with my realtor or her attorney? The property was listed for sale on XX/XX/XXXX and that's when the realtor began her attempts to set up a short sale with both mortgage companies. The only excuse the first mortgage company provided was that because they had already started with the foreclosure proceedings there was nothing they could do. After researching what information I could find on the internet ( because I had little to nothing from the mortgage company ) I learned that the property sold at auction for {$140000.00}. All the proceeds from the sale assumedly went to the first mortgage company to satisfy my obligation to them less what I was unable to pay. Had the short sale been approved, my understanding was that the buyer was willing to pay {$180000.00} in cash which would have been shared by both mortgage companies and I would be released from any further payments and would have to deal with the negative circumstances going forward with the damage I had done to my credit report. Did the first mortgage company somehow benefit by NOT entering a short sale? Something about this entire process seemed wrong. I have so many questions and very little answers. I can not afford paying over {$40000.00} to a lender on property that I no longer have an interest in. I am working as hard as I can now to pay the balances on my credit cards through XXXX XXXX XXXX XXXX, my medical bills when they come in, my car payment so I can work, and hoping that after that I can afford to eat and pay utilities. I have spoken with a bankruptcy attorney who basically laughed me out of his office because he said " I make too much money to file for bankruptcy. '' I have worked with my student loan servicer to place a forbearance on my payments there to provide me with a little more each month for the next year. I admittedly make a decent living. I am now single. I do not live extravagantly. I drive a reliable, but low-cost vehicle. I have always paid my obligations - ALWAYS. Until early XX/XX/XXXX I had never been late on any payments, had always satisfied my promises, and was proud of a credit score in the 800s. There is likely nothing you can do at this point - the onus is probably on me. You will inform the lender and they will respond that " they have done everything within their power to help me and there is nothing more they can do, '' after which you will flag this as closed with response. And I will still owe a large sum of money that I can not afford because I was treated unfairly by a large lender. My only hope in even filing this complaint is to have it on record for all to see. I am quite sure I am not the only person who has been mistreated by this mortgage servicer and I will absolutely not be the last. Many of those in my position will simply go about life thinking that's the way things go and you will never hear about it. Some may file a complaint and the same process of rinse and repeat will happen again and again. But someday I hope you have enough information, along with my little complaint I make today, to slap this deceptive and criminal corporation with a multi-million dollar consent order that hurts them in a way that they have done so many of us.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I recently refinanced a 1st mortgage with Nationstar ( now Mr Cooper ) and a LOC with XXXX into a single mortgage. Being in Florida, and having suffered damage due to Hurricane Irma, I took advantage of the XXXX XXXX loan forbearance on the Nationstar mortgage and was in the process of deferring my XXXX, XXXX, and XXXX loan payments. I was told that we would then discuss what would be done and either pay all to bring it up to date or somehow adjust the payments going forward. The refinance process took forever. We started the first week in XXXX and the loan didn't fund until XX/XX/XXXX. Herein lies the problem. Nationstar was greatly responsible for the delay in the refinance as they were not able to reply or get paperwork out in a timely manner. NOW Nationstar is reporting to XXXX that I had a 90 day past due payment. They are saying the entire amount of the 3 payments was due on XX/XX/XXXX. My ex-wife was still on the loan with me and they are reporting the same on her credit. Each of us had excellent credit before this ( over 750 ) and now have credit in the low 600s. Nationstar is not replying to complaints that we have filed and is not returning phone calls. ADDITIONALLY, they did not send me my escrow balance until I had to call and ask for it, 2 months after the refinance funded. We just need someone to help us. I plan on buying a car in the next few months and this credit error is going to make that more difficult.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company is continuing to apply the additional principle paid to unapplied funds instead of applying the money to principle-thereby reducing my balance. I have requested this. I want it done. I feel they are discriminating against me because I had filed for bankruptcy. ADDITIONALLY they say they notified me that they are doing this. THIS IS NOT TRUE! I RECEIVED ONE NOTICE IN ALL THE MONTHS THEY HAVE BEEN DOING THIS. ONE. I have been paying extra principal for months. I do this twice a month. This company is lying through their teeth. If nothing else show me how to apply the money on line and I'll do it myself because they are too lazy to do it.
Company Response:
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased this home approx 10 years ago and was initially required to pay PMI because of the low down payment I made. Now, the LTV is approx 65-68 % and the company ( Mr Cooper ) is fraudulently refusing to discontinue the PMI deductions. In fact, the LTV Passed the 80 % mark several years ago so Mr Cooper has illegally taken my money for quite some time. When I tried to get them to fix this they made up facts and tried to tell me I should refinance with them using their streamlined process and that if I agreed to refinance with them theyd see what they could do about the PMI. They also told me there had been no recent sales in the area ( this is absolutely untrue ) - This all sort of sounds like extortion to me. There have been several homes sold in the neighborhood, some that they have services the loans for, so they know the truth and yet they still take the PMI.
Company Response:
State: WA
Zip: 98512
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A