Date Received: 2018-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage company Mr. Cooper is misplacing and misappropriating our mortgage payments and then charging us outrageous late fees and legal fees because of their actions. On two different occasions we have had to make lump sum payments to make our account contractually current, but the same problem keeps happening. We were told it was because of confusion associated with the logistics of changing the name from Nationstar to Mr. Cooper. This is not our problem, we have done nothing wrong and are now paying the price because of the incompetence and greed of Mr. Cooper. We had been put into a loan modification with a payment we could easily afford and set up auto payments on the account. However, after Mr. Cooper botched the process two different times we are now told that the modification is off the table and that the missed payments are our fault, so we must pay thousands of dollars in extra fees. This is an avoidable situation ; the problem is that Mr. Cooper is not organized and is not willing to be held accountable. We bought our home with an adjustable rate loan that we did not fully understand through XXXX. My husband XXXX and I are both gainfully employed and were able to keep up with the payment as it adjusted and increased. In XXXX we were finding it hard to afford our bills since the payment continued to increase and we applied for and were approved for a loan modification through Nationstar in XX/XX/XXXX. This modification reduced our payment about {$900.00} per month and we set up auto payments through Nationstar so that mortgage payments would always be received on time. We were shocked in XXXX when we were told that we were behind on our loan because there had been a problem due to the transition from Nationstar to Mr. Cooper. Apparently, the auto debit was not occurring as was supposed to and Mr. Cooper was not recording the payments, even though we had made them to Nationstar. As a result, we had to make a large lump sum payment in XX/XX/XXXX to get caught up. Once we did this we were assured by the representatives at Mr. Cooper that this problem would not happen again, and that our auto payments were good to go. We were shocked for a second time when we found out a few months later that the payments were still not being withdrawn or applied to the principal of the loan. We also noticed that we were now being charged an outrageous amount of late fees and extra interest on top of the normal payment. For the SECOND time, we had to call in to Mr. Cooper to try and work this out and had to make a large lump sum payment. We were shocked at the inefficiency and incompetence of the Mr. Cooper staff. We decided that we would call in our monthly payments but were told that was not an option, and that the payments could only be sent in via wire transfer. We also questioned the legal fees and late fees that we were being charged but were told by their representatives that this was non-negotiable and that we owed this money since we had not paid as agreed. Our attempts at logical arguments went nowhere with their staff. Since that time, we have been told that our modification is no longer valid, and that we would need to re-apply for assistance and go through the whole process again. This is outrageous. We had an approved modification, we signed and executed all the necessary paperwork and gave them the authorization to debt payments from our bank. Due to issues with the logistics of their transition Mr. Cooper dropped the ball and the payments were not withdrawn or properly applied. We now face uncertainty and a bill of over {$13000.00} because of their actions. I find it hard to believe that Mr. Cooper " rebranded itself '' as the community lender who has the consumer 's best interests in mind. That is the exact opposite of what we have experienced.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently on a HAMP loan that was originated in 2013. Under HAMP I was suppose to receive at {$1000.00} credit each year after 12 consecutive payments are made on time. It is clearly written in my modification documents. Each year after 12 months of consecutive payments, I have called Mr Cooper to request the credit. I have always had automatically payments set up with them so all payments have been on time. They always tell me that I am only eligible after the full 5 years of payments is completed. I am now beyond the 5 years since origination. I have been trying to contact Mr Cooper regarding my incentive credit under the program. Mr Cooper representatives keep saying it will be processed shortly and that I will receive written notice. I have not received anything in over 5 years and have been calling every month or two for status for the last 4 yrs. They refuse to put anything in writing even after numerous request for written confirmation they are processing the incentive credit. Mr Cooper 's website does not have option to send email so that I can receive written response. I have tried to calling Making Homes Affordable counselor for assistance, but they have been unwilling to help, but did tell me that the lender is suppose to give me the credit each year after consecutive 12 monthly payments are made on time, not after 60 months. They also indicated that I should also be eligible for up to {$5000.00} credit if I make 12 consecutive payments on time in the 6th year. I feel like Mr Cooper is is violating the terms of the modification so that they can keep money that funded by the government. I need help please!
Company Response:
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I attempted to pay the remaining principal balance on a {$55000.00} home-equity line of credit for a home I own. Nationstar/Mr. Cooper Mortgage received my HELOC loan from XXXX, who originated the loan. I was told I would not be allowed to pay the loan off in full unless I paid a {$2300.00} " escrow advance '' for force-placed hazard insurance with policy dates covering XX/XX/XXXX until XX/XX/XXXX. My HELOC maturity date is XXXX XXXX, XXXX. I was prepared to pay the outstanding principal, interest, and document fee ( {$55.00} ), but not the required total {$2300.00} for the force-placed insurance. A Nationstar/Mr. Cooper representative just told me I was mailed a notice about force-placed hazard insurance on XX/XX/XXXX, more than two weeks after the coverage I am being billed for supposedly began. The {$2300.00} coverage was force-placed by Nationstar/Mr. Cooper on XX/XX/XXXX. I was not told this {$2300.00} would be due at loan maturity. I was clearly not given adequate or timely notice, and I have been given only one option : take it or become delinquent. Nationstar/Mr. Cooper representatives inform me I can not pay off my HELOC unless I pay the {$2300.00}. I am a XXXX veteran of the United States XXXX XXXX XXXX, who served in numerous ground combat engagements in XXXX XXXX XXXX XXXX, and I am unable to pay the {$2300.00}. Nationstar/Mr. Cooper representatives have stated flatly the company will not work with me at all toward paying the balance. They said my account will become delinquent and I fear I may lose the home to foreclosure proceedings. The way Nationstar/Mr. Cooper has handled this seems highly unethical at best and is certainly poor business practice. This is demonstrably a predatory move to gain access to my property by a business with a long history of bad lending practice. This is a practice from which consumers need to be protected.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2018-10-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My late Father executed a Security Deed for a residential property. Now which was duly recorded. Upon my Fathers passing his longtime female companion remained in occupancy of the home and continued payment of the mortgage to cover her permitted occupancy. We were informed that the mortgage was sold. As Executor of my Father 's Estate, I established contact with the Mortgage Company. They refused to provide a status of the mortgage account despite my presentation of a probated Will, proof of Executors authority and all other pertinent instruments to confirm Plaintiffs authorization. A Check for the mortgage which was cashed and not accounted. Additionally, another Check was returned by the mortgage company refusing to accept payment. They have subsequently sued the Estate to begin foreclosure proceedings one year ago. Recently, I received a letter and a check from the mortgage company for a refund of Escrow claiming that I requested it. That is a confirmation of their inaccurate accounting and wrongful actions as I nor anyone authorized requested a refund. The mortgage company 's actions violate the right of myself and siblings who are beneficiaries of the Estate for that reason I ask for your immediate investigation.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2018-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband pasted in XX/XX/XXXX. I informed Nation Star at that time Now Mr. Cooper Mortgage I had received a foreclosure letter within two months of my husband death.I went to XX/XX/XXXX Mortgage payment protection They began helping me with the Mortgage in XX/XX/XXXX they informed me at that time The Nationstar Mortgage could not give me late charges or late payments. Only because the XXXX XXXX XXXX XXXX XXXX XXXX will be paying it for. That would be my Mortgage payments and escrow I was approve the loan amount of XXXX and a cushion XXXX XXXX was for Reinstatement to Nationstar. XXXX Monthly for 16 payments XX/XX/XXXX to Nationstar. XXXX Annual for payment to HOA. XXXX for Lender 's Cushion. Now Nationstar was also charging for late fee they removed them at that time the late fees which Nationstar removed after they were contacted by the XXXX XXXX XXXX. After that I started paying I have not been late.I lived her since XXXX Mr. Cooper Mortgage put me in for being late on XX/XX/XXXX and XX/XX/XXXX which lower my credit score I have been disputing these two late payments for those months I believe in paying my debts, it hurts me that Mr. Cooper will not fix this issue. When I call I can get some of the most rudest costumer service. I have ever experience.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage loan that is held by Mr. Cooper previously known as Nationstar for my home that I purchased in 2007. I have been involved in negotiation with their bank for several years as I have tried to resolve my mortgage delinquency. As we have gone through the process, I have discovered that Mr. Cooper does not possess the original paperwork or have documented proof that they are not the rightful holder of my note and that there is a serious question as to their ability to foreclose on this home, or even get a clean title in the event of sale. Because of this situation, I had thought that their office can be involved and would work hard with me to resolve this issue. I recently received an offer for a modification on the home and the fact that I thought Mr. Cooper is finally willing to work with me. The problem is that they added into the balance owed all delinquent payments, interest, late fees, legal fees and junk fees. The new modified mortgage payment was lowered only by {$100.00}. The total balance owed ( according to their records ) is {$520000.00} that is 154 % more than what the home is worth. I purchased this home for {$400000.00} and the current value is estimated at {$340000.00}. I am now sitting 153 % loan to value although I consider this a home and not an investment, this modification does not make sense for me or my family. if I may and allow me to elaborate, I bought this home in 2007 with 80 % financing through XXXX. I was fit into ARM interest rate 7.00 %, recast and capped to 10 %, monthly mortgage payment jumped from {$2000.00} to {$3000.00}. Ive been recently unemployed have been unable to find work and began struggling with the mortgage payment. That was my full-time job now and my family I made a decent living. The problem is that between the time I became unemployed my household income was slashed in half and that is when I defaulted on the loan. Not long after the loan was transferred to Mr. Cooper I began trying to negotiate a home retention program. I could not make any progress same excuse that the necessary documentation to proceed was not received. It led me to believe that due to these findings that their company would provide me with a reasonable workout. However, instead of working with me, once again Mr. Cooper behaved unethically and set an acceleration to foreclosure. Luckily at the last minute someone in their legal department or somewhere else must have realized that trying to sell this property at foreclosure would be a disaster because Mr. Cooper could not show continuity of obligation nor prove their legal right to sell the home. The amount that I am required to pay on this loan to satisfy is doubled of what I paid. The home is worth fraction of what I paid. Although
Company Response:
State: NJ
Zip: 07026
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have attached a complete statement with supporting documentation here. Briefly, I was contacted by two ( 2 ) credit reporting agencies I retain to monitor my credit report activity that Mr. Cooper/Nationstar Mortgage ( Cooper ) had filed notice of two ( 2 ) late or missed mortgage payments. In review, the alleged missed payments have been reported to the credit reporting agencies as XXXX and XXXX XXXX Cooper has applied payments made as of XXXX and XX/XX/2018 to months XXXX and XX/XX/2018, thus fraudulently attempting to induce the credit reporting agencies to lower my credit rating and make it appear I have not made timely payments according to Cooper billing statements and its notation that " I could rest assured the terms of my loan will remain the same, as transfers like this are common and do not reflect on the borrower in any way. '' Cooper has also failed to appropriately act on a County of Hawaii Real Property Tax Department exemption based on my VA XXXX XXXX status that has reduced my real property tax to {$200.00} for the fiscal year. Cooper has noted on its website that a refund is allowed to me for {$1000.00} plus from its escrow account, but is alleging the refund will not be processed due to my mortgage account not being current. Cooper has also failed in its recent assessment of the escrow account to reduce my tax payment based on the property tax exemption for the remainder of the year, thus my monthly mortgage payment has not been reduced. Finally, based on Cooper 's erroneous calculation in manipulating my timely mortgage payments, my credit score has been reduced by XXXX points placing my credit rating in an unsatisfactory category.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have already submitted a complaint about Nationstar Mortgage / mr. cooper and I have not had any luck getting them to admit they are in the wrong. I continually receive excuses with phrases like, " we are sorry for the inconvenience '' " we are sorry for the trouble this has caused '', " more research should have been done '' etc ... Nationstar Mortgage/mr.cooper sent my house into foreclosure in error. They have charged me a foreclosure fee of {$2000.00} even though I have tried to have this charge removed they have sent me the following response : " The foreclosure fees of {$2000.00} are valid. We show that a Demand Letter was sent to you dated XX/XX/XXXX, and indicated that the account needed to be brought current by XX/XX/XXXX, otherwise the account would be referred to foreclosure. The account was not brought current on that date and was referred to foreclosure on XX/XX/XXXX. As such, the foreclosure referral was valid and unfortunately will not be waived. '' I received a copy of a Lis Pendens, Summons and Complaint Foreclosure - Non Jury that was Electronically filed on XX/XX/XXXX by, XXXX XXXX XXXX, XXXX, attorney for the plaintiff, Nationstar Mortage LLC d/b/a mr. cooper, to the State Of South Carolina County of XXXX. This was the same day, XX/XX/XXXX, that I called in to make a payment. I was told not to make a payment until my misapplied payment from XX/XX/XXXX was found and applied to my account. No mention what so ever that my home was already sent to foreclosure or any mention of Nationstar 's attorneys. As I explained to Nationstar / mr. cooper, I contacted my dedicated loan specialist, XXXX XXXX, on XX/XX/XXXX with several questions about my mortgage and payments and I was informed not to worry if I should receive papers about a foreclosure on my home, I was indeed not in foreclosure. She did inform me that my lost payment from XXXX had now been found and had been applied to my account. I received a letter from mr. cooper dated XX/XX/XXXX and it reads : " Failure to pay {$4100.00} by XX/XX/XXXX may result in acceleration of sums secured y the security Instrument, foreclosure proceedings and sale of property. '' I then received a copy of Consent stipulation of Dismissal and Cancellation of Lis Pendens that was filed with the XXXX Clerk of Court by the plaintiff 's attorney XXXX XXXX XXXX, XXXX. dated XX/XX/XXXX. As you can see I was put in foreclosure in error by Nationstar Mortgage/mr.cooper but , yet I am still being charged {$2000.00} foreclosure fees.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper my mortgage company is saying that I have missed payments on my mortgage, however, I am up to date on my payments. I have spoken to 3 different representatives and each of them keeps telling me they are looking into it but no one gets back to me. At one point my mortgage showed due for the XXXX payment, and then once they appeared to start looking into this it is now showing due for the XXXX payment. Then, I received 2 letters telling me that my account is due for my XXXX payment and threatening foreclosure. I left 2 messages today for one of the representatives on the letter-XXXX XXXX and still did not receive a call back. I called again and spoke to another representative XXXX XXXX in the same department as the other representative who told me that the problem has been fixed and that I am now due for my XXXX payment. I have gone through all my statements all the way back to XX/XX/2018 and can prove that each payment has been made and I should be due for the XXXX payment. I spoke to a customer service rep a few weeks ago, who agreed with me that I should not send in my XXXX payment until this is resolved so that Mr. Cooper does not get confused in trying to resolve this issue. One of the reps told me the reason they are confused about my payments is because I have been making partial payments. I explained that I spoke to a representative several months ago who told me that I could go on their website and click on the " Make a Partial Payment '' button and make my payments that way. It says, " We understand that sometimes you are only able to make a partial payment. But keep in mind, you need to make your payment before the due date. '' This is what I have been doing since my paycheck is not enough to cover our entire mortgage payment. Our payment amount is {$1700.00} and I have been paying {$1800.00} a month. If their computer system can not handle customers making payments like this then they should not offer this option on their website. I have attached my bank statements all the way back to XXXX showing my payments. Below are the dates and amounts of each payment and which payment these amounts have paid. XXXX pmt- {$1800.00} debited from my account on XXXX XXXX pmt- {$600.00} debited XXXX, {$500.00} debited XXXX, {$700.00} debited XXXX = {$1800.00} XXXX pmt- {$600.00} debited XXXX, {$700.00} debited XXXX, {$500.00} debited XXXX = {$1800.00} XXXX pmt- {$600.00} debited XXXX, {$600.00} debited XXXX, {$600.00} debited XXXX = {$1800.00} XXXX pmt- {$600.00} debited XXXX, {$600.00} debited XXXX, {$600.00} debited XXXX = {$1800.00} XXXX pmt- {$600.00} debited XXXX, {$600.00} debited XXXX, {$600.00} debited XXXX = {$1800.00} XXXX pmt- {$500.00} debited XXXX XXXX {$600.00} debited XXXX, {$700.00} debited XXXX {$1800.00} XXXX pmt- {$1800.00} debited XXXX
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Mr. Cooper in XX/XX/2018 in regards to loan modification due to separation from my husband. I received the forms to go through the loan modification process and submitted the documents as requested within the outlined time frame. I was then told to resubmit the same documents more than once without explanation on why the documents I turned in where not ok. I had to call and speak to multiple customer service agents to find out that I needed to list my utility bills individually although it was not listed on the actual form I completed. This information was never provided to me, however it was in the notes that the customer service representative was able to see electronically. That got things off to a bad start. I called XXXX XXXX, the dedicated loan specialist but she never answered my calls. She is the one who required I resubmit forms without proper explanation about what I did incorrectly.. When I finally received the loan modification documents, I had the choice to have them notarized by an independent notary or by a Mr. Cooper notary. I had my own notary public sign the forms and I submitted them as they requested within the appropriate time frame. Again, they sent the forms back and asked me to complete the forms with no explanation on why I was resubmitting forms I already turned in. This time I called an agreed to allow their loan modification notary to come to my house to sign the documents. That was the last week in XX/XX/2018. The notary turned in the forms this time. I was to start my new payment with the modified terms in XX/XX/XXXX. Within days of my signing the forms, my account went from the loan modification status to regular status but showing an amount of - {$18.00}, xxx owed. I also could not make an online payment so I called to see what the hold up was. This was mid-XX/XX/XXXX. I was told that the account just needed to be booked and would be done very soon and I arranged a payment by phone. Its been close to 10 weeks that I signed the modification documents and the modification still has not been " booked ''. My account is back into loan modification status without explanation on what caused the status to change. XX/XX/XXXX I started contacted Mr. Cooper electronically via the online message center making inquires about the status of my loan. They blatantly refused to provide me information and directed me to contact the loan XXXX, XXXX XXXX. I requested a written status update more than once to no avail. I emailed XXXX and explicitly stated I wanted to know the status of my loan via written documentation because my experience with them has been poor. She called me immediately and said she could not email out but wanted to update me. She refused my request for written documentation regarding the status of my loan modification and why it has taken more than 2 months to be resolved. She said that the case should be booked in 5-10 business days. It has not been booked. No one ever explained why my account was taken back to loan modification status or what the - {$18.00}, xxx amount in my account was all about. Mr. Cooper has appeared deceptive and avoidant in their practices and as a minority, I wonder if I am experiencing discrimination and predatory lending practices. Although I was behind on my mortgage, I reached out to them to try to rectify the situation and they have not come through on their end of the bargain. I would like this matter to be investigated. I know other consumers have had problems with them and their houses ended up in foreclosure.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2018-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A