Date Received: 2018-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was sold to Nationstar, and I had trouble since. Last XX/XX/XXXX, I called and asked Nationstar if I could prepay my XX/XX/XXXX property tax since i have an escrow account with them. I was told I could go ahead pay it, and Nationstar will do a escrow re analysis for me once I submit the payment proof. I faxed over my payment proof in XX/XX/XXXX and called request for the escrow account analysis. In XX/XX/XXXX, I called. In XX/XX/XXXX, I called, In XX/XX/XXXX, I called. However everytime I called, the rep. including the supervisor were rude, not willing to help, nor do the escrow re analysis. I was told a different story every time I call. I called local county, and I know the county has refunded the money back to National star for my property tax for the period XX/XX/XXXX - XX/XX/XXXX, at {$5900.00}.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper received a payment in the amount of {$58000.00} on my behalf on XX/XX/XXXX from a federally funded consumer entity called Keep Your Home XXXX. At first, Mr. Cooper staff told me the monies were received on XX/XX/XXXX ( XXXX XXXX ). Another person, XXXX XXXX, told me the monies were " applied '' on XX/XX/XXXX. Apparently the monies were indeed received and placed in some kind of account by Mr. Cooper but were not acted on until, according to XXXX XXXX in a conversation we had on XX/XX/XXXX, until XX/XX/XXXX. XXXX XXXX in his response to my previous complaint said several times that Mr. Cooper had to check with the " state '' first to see if a payoff was allowed. That reference to " the state '' is vague and ambiguous at best and designed for obfuscation at worst. I was told by XXXX XXXX of Customer Service Escalation that XXXX meant Keep Your Home California by his reference to the " state. '' That is ridiculous. Mr. Cooper deals with this entity on a regular basis. It's a huge mortgage conglomerate that knows the difference between the " state '' ( which I construed to mean a real state like XXXX XXXX or XXXX XXXX ) and a federally funded consumer entity designed to prevent foreclosure. Referring to the " state '' implies Mr. Cooper was seeking regulatory guidance from the State of XXXX ( or perhaps XXXX ). That was not the case at all. Keep Your Home XXXX is NOT the " state. '' He knows this. I know this. You know this. I had already spoken to Keep Your Home XXXX several times and was told by XXXX XXXX and a woman named XXXX XXXX that XXXX has no say-so as to how Mr. Cooper determines to apply the monies. Even if XXXX or whoever felt the need to call XXXX, despite hundreds of clients they already have in this program, only a quick phone call would have told Mr. Cooper staff what I was told : It's up to Mr. Cooper how to apply the funds. He knew it when he wrote his response. XXXX does not make banking regulations or policy for Mr. Cooper or any other entity. He also knows that. As well, he provided no substantive response as to why the monies were not placed in an interest-bearing account -- especially when I received a payoff explanation telling me that I WOULD BE CHARGED {$7.00} IN INTEREST PER DAY. Where does Mr. Cooper, which is as XXXX XXXX explained, a customer friendly entity designed to " take a customer by the hand '' and walk him or her step by step through the process, get off abandoning me, not allowing me to communicate with their HHF division, not providing me a dedicated point person to receive consistent, correct and timely information, and also allowing XXXX XXXX to give me a phone number that was always busy ( which I believe was designed to give me the runaround ). XXXX XXXX tried that XXXX number and told me it was a number that appeared to be part of the Mr. Cooper company but had no identification on it. He also tried the XXXX number and noted the constant ringing and no voice mail. The IRONY is that the XXXX XXXX " corrected '' me by telling me that I used XXXX instead of XXXX, EXCEPT THAT THE XXXX NUMBER ONLY RINGS. It does not go to any voice mail or answering system. My guess is that XXXX did not even try the number himself. Always ringing is just as bad as always getting a busy signal -- IT'S NOT THE SOUND THAT'S IMPORTANT. WHAT IS IMPORTANT IS THAT I COULD NOT GET THROUGH. Even if XXXX XXXX has simply not set up her voice mail, what is the point of her giving me a number that reaches nothing? Because as soon as I got that " corrected '' number from XXXX I started calling. For days ( and nights ) it simply rang and rang. Just at this moment I dialed, and all it does it ring still. In fact, it rang 17 times before going dead and dropping the call. It is not about the number per se but the pattern of distancing me from this process on the part of Mr. Cooper. They took their time and did not pay attention to my many instances of my reaching out and trying to get in contact with someone, ANYONE, who could could shepherd me through this process in a timely manner. Had that happened, the money would have been applied before another calendar month ( XX/XX/XXXX ). The conversation with XXXX XXXX on XX/XX/XXXX is the FIRST TIME I EVER EVEN HEARD THAT DATE. He referred to XX/XX/XXXX as the day " adjustments '' were made. How does that differ from the previous date I was given of XX/XX/XXXX? And what about XX/XX/XXXX? Where did that date come from? What are adjustments and how do they differ from applying monies? I DO NOT ACCEPT IT TOOK MR. COOPER 17 days to make one phone call and get one simple answer their HHF department already knew the answer to AND also referred to XXXX as the " state. '' I call BS. Mr. Cooper is a huge business that knows better than to leave clients hanging. They took monies earmarked for me and DID NOT ACT. At least XXXX cleared up they received the monies on XX/XX/XXXX, but if Mr. Cooper just lets them sit there and does nothing until they get around to it, I AM ONE THE WHO HAS TO PAY. IS THAT NOT A SUPREME INSULT AND IRONY WHEN I BECAME ELIGIBLE FOR THE MONIES BECAUSE I QUALIFIED AS A LOW-INCOME PERSON?
Company Response:
State: CA
Zip: 90016
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX Nationstar demanded our mortgage payment. We disputed this since the company originated the loan was since put into bankruptcy by the Federal Govenment for fraud. We demand to see contract under FDCPA and they fail to provide oirginal contract for our review that said we must pay them. Subsequently, they begun foreclosure proceeding and we defended by starting a suit in federal court ( XX/XX/XXXX ) and by Nevada 's Mediation Program. At this point all colllection activity should have been stopped according to the FDPCA. In XX/XX/XXXX we filed our law suit in the Federal Court & In XX/XX/XXXX, the Nevada Foreclosure Mediation Program determined that Nationstar had no right to forecluse lack of proper documents. IN XX/XX/XXXX, the Federal Case was dismissed for diversity issue and I file case in State Court in XX/XX/XXXX after Nationstar begun foreclosure proceedings again and we also while case was pending in State Court went through a second Mediation Program. Because of rules changes, Nationstar didn't need proper documents and we were not allowed to challenge the document presented by Nationstar and they were allowed to foreclose even though we had a default judgment for failing to respond in a timely manner in State Court. However, in XX/XX/XXXX, the State Court Judge erroneous dismissed our case based on improper pleadings by Nationstar 's Attorney that had nothing to do with what we alleged in our suit. Seeing that getting a fair trial wasn't possible by the Judge 's action we decided to pursue a modification through NACA and receive a trial approval from Nationstar in XX/XX/XXXX. Since then, we have not missed one payment or we haven't been late at all not one time. We completed the trial period as scheduled and modification became effective XX/XX/XXXX. After all this, Nationstar now Mr.Cooper went back and reported us late with all credit reporting agencies beginning from XX/XX/XXXX until XX/XX/XXXX. This is unfair and unlawful in accordance with the FDCPA 15 USC 1692. Once a debt is disputed, all collections activites must stop until verification is provided. Proper verification was never provided to us. I believe in some of their modification paperwork they force you to accept these late payments of risk not getting the modification. If need, I will send court documents.
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I assumed and modified a loan with Nationstar Mortgage aka Mr. Cooper in XX/XX/XXXX. Through that process, the lady I was working with told me that the first batch of documents were lost and I needed to send out another copy, she informed me that I should not pay until the assumption was completed. I sent in a new batch of documents and placed the mortgage payments in a savings account for when the loan was completed. I was told several times that once I make the payment all late payments would be forgiven. The assumption/modification was completed, and I made a lump sum payment. I am currently in good standing with my mortgage, however they are reporting that I had this mortgage since XX/XX/XXXX. Which would place me at 11 years old with all the late payments. I am requesting them to fix their reporting and they have failed to do so. Please help. I am now trying to refinance and I can not due to their inaccurate reporting.
Company Response:
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed a complaint on XX/XX/XXXX stating that Mr. Cooper Mortgage told me that XXXX XXXX was included in my escrow. Mr. Cooper agreed to pay for the outstanding tax bill with my escrow. They charged me two separate payments of {$1900.00}, but only paid XXXX XXXX {$1900.00}. So I filed another complaint on XX/XX/XXXX where Mr. Cooper confirmed they reached out to the wrong entity on XX/XX/XXXX again, City of XXXX. I have repeatedly over the last few months tried to provide Mr. Cooper with the correct contact information. The last attempt was to XXXX in an email response on XX/XX/XXXX I'm yet to receive a response. I requested a reschedule of the foreclosure trial that was suppose be XX/XX/XXXX Now it's XX/XX/XXXX. Here 's the following email from XXXX XXXX confirming Mr. Cooper has never contacted them.
From : XXXX XXXX
Company Response:
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar ( dba.MR COOPER ) added an escrow account to my mortgage payment and reported it 30 days late in XX/XX/XXXX. They acknowledged this was done in error and failed to correct my credit to positive status for over 7 months. They also reported my account 30 days past due for XX/XX/XXXX, XX/XX/XXXX andXX/XX/XXXX, even while accepting my payments and providing written documentation that the negative reporting was their error. They also provided written documentation that the account was never late and should have been updated with the credit agencies. As of XX/XX/XXXX, my credit score is still under 650 because of the late payments reported over the last 7 months and I have documentation of 11 attempts to correct this via email, mail and phone calls. I have also hired a lawyer to work on my behalf. I have suffered severe financial loss due to these errors and the length of time that my credit score has been damaged. There is no explanation for the 7 months of delays is correcting the errors in my credit reporting and I would like the CFPB to investigate this case and hold Nationstar responsible for it's gross negligence. I hope this case will be used as an example of how mortgage services can destroy innocent victims credit and cause innumerable levels of stress and financial damage. There needs to be better credit correction oversight of mortgage services in the future to prevent this from happening again.
Company Response:
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: According to my research, I have been experiencing a lot of issues concerning the alleged third party debt collector ( Mr Cooper aka NationStar Mortgage, Who I do not currently have a valid contract along with XXXX XXXX XXXX, XXXX. I'm currently in active XXXX during XX/XX/XXXX to current status until XX/XX/XXXX, I recently receive a foreclosure notice from Foreclosure law firm XXXX XXXX XXXX , XXXX, for XX/XX/XXXX, which I'm currently still in bankruptcy. I would like for the foreclosure law firm to be fully investigated according to Ultra Virus 9-203 and Theft by Deception under 7-105, and violated FDPCA, according Fair Debt Practice Credit Act. violated my equity rights to the property. I recently filed a complaint in XXXX XXXX XXXX Court to vacate the stay due to bankruptcy status. Based on alleged Mr Cooper aka Nationstar Mortgage. I have also send numbers of debt validation and QWR ( Qualified Written Response and UCC-9-210 PROOF CLAIM ).
Company Response:
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper claims I am in bankruptcy but has revealed that it was a mistake. Someone with the same last 4 digits of their social security number is in bankruptcy and it applied to me. I have tried to get this resolved but nothing is working. Here is a summary of the calls I've made : XX/XX/XXXX - Discovered I was not the person that was in bankruptcy. Assured me that the issue would be resolved in 2 or 3 business days. XX/XX/XXXX - Confirmed that it was an error on their part. Agent opened a review. XX/XX/XXXX - Confirmed that it was an error on their part. Agent saw the open review and decided not to open another since it would start the process over. Due to this I am : 1. Not able to pay my monthly mortgage, they are not accepting payments 2. Can not log in to account on https : //www.mrcooper.com/XXXX to see my loan details Since I can not pay will this affect my credit? Am I going to have to pay my amount due immediately when I get cleared? I am selling my house. Will this affect the process?
Company Response:
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX at XXXX XXXX I called Mr.Cooper's/Nationstar Mortgage to ask for a reinstatement amount for my mortgage. The representative called me back XXXX XXXX we spent 38 minutes on the phone only for the representative to tell me they couldn't give me a reinstatement amount because Mr. Cooper needed to order it from the legal department they told me to call back in 4 days. I called XXXX XXXX on XX/XX/XXXX. I was told they we're still unable to provide me with a reinstatement amount because the legal department was closed for XXXX XXXX XXXX XXXX XXXX XXXX.I called back on XX/XX/XXXX at XXXX XXXX and I was told by the consumer service representative that I had to pay {$10000.00} to reinstate my loan and for my loan to be paid to XX/XX/XXXX. The gentleman took several minutes to calculate the reinstatement amount and he told me the amount for reinstatement was {$10000.00}. I ask how much of that was legal fees and he said {$0.00} because the loan was in collections and not in foreclosure I confirmed that my payment that day ( XX/XX/XXXX ) would pay my mortgage until XX/XX/XXXX. I paid the reinstatement amount the same day XX/XX/XXXX. I was told when I called back at XXXX XXXX XX/XX/XXXX the payment was received and confirmed again my payment paid my mortgage up to XX/XX/XXXX. An automated voicemail left a message my XX/XX/XXXX payment was due. I called back immediately and the representative told me she didn't see the XX/XX/XXXX payment posted but she couldn't do anything about because it was a Saturday and I would have to wait for Manager on Monday. I called back Monday the representative again tells me my mortgage in paid until XX/XX/XXXX. After doing this a few times and trying to resolve the issue I filed a CFPB compliant on XX/XX/XXXX. However, the response by XXXX XXXX on XX/XX/XXXX states she would reverse the XX/XX/XXXX payment to go back as a mortgage payment because on XX/XX/XXXX 10 days after I was given and paid my reinstatement amount I was charged {$1300.00} in legal fees. As of today ( XX/XX/XXXX at XXXX XXXX ) according to XXXX in the XXXX, Arizona the mortgage payment has not been reversed. Due to the fact the original CFPB compliant response didn't respond at all to my complaint that Mr. Cooper told me the wrong reinstatement amount and included legal fees after the reinstatement amount was given and paid, which isn't legal. I filed another XX/XX/XXXX, but the response was the same Mr. Cooper didn't respond to the complaint. In fact, they started the response back to me with " You called to inform Mr. Cooper you would be paying {$10000.00} reinstate your account. '' This is incorrect in order to reinstate any loan, the mortgage company has to inform the client ( me ) how much is due in a lump sum to reinstate the account, which has to include legal fees. I have requested that Mr. Cooper produce the recorded conservation ( s ) regarding the reinstatement especially the conversation on XX/XX/XXXX at XXXX XXXX where the representative calculated the reinstatement and confirmed there wasn't any legal fees. Mr. Cooper has refused to give me the recordings, which clearly prove I'm telling the truth. I'm only filing this because this is the only way I get a response from Mr. Cooper.
Company Response:
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: 1. XXXX is attempting to enforce a lien on a debt that they accelerated and cancelled. They are actively foreclosing on my home on the cancelled debt. I submitted a complaint to the CFPB, and they asked for 60 days to investigate. My home would be foreclosed by the end of that 60 days, so they are dual tracking which is not in compliance with the DOJ. 2. They transferred the servicing of this loan to Nationstar, giving the impression that they are the primary lien holder and giving the impression that the debt is valid. I submitted another complaint on both Nationstar and XXXX for this action for trying to collect a cancelled debt. My court date for the foreclosure is still set for XX/XX/XXXX, while both servicers still contend to the CFPB that they need time to investigate my complaints. Once again, I am in jeopardy of losing my home before that time expires. 3. Nationstar has just attempted a practice that you just recently imposed a $ XXXX for. They have threatened to impose forced place insurance on my home, add that expense to the canceled debt which is not valid, and I have an active and current policy. I have uploaded Nationstars letter, a copy of my policy, and a statement showing that my policy is current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A