Date Received: 2018-05-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was affected by Hurricane Irma. I lost power and food. I immediately contacted Mr. Cooper ( mortage Company ) and was advised I would be placed in a three month forbearance program and because I was affected by the storm, I would definitely qualify for a modification. I was even advised I would not be penalized if I was unable to make the payments. I called every week, sometimes two to three times a week. I spoke with my loan specialist maybe three times. Each time I told my file was pending. Sometime in XXXX I received notice that I was denied because I had a modification less than 24 months ago. However, representatives assured me I would be approved because It was a different modification. I was shocked that I received so many different responses from the same company. I am now paying my mortgage before the 90th day every month to avoid foreclosure. Now I am receiving demand letters and certified mail every month, which has taken a toll on me and my daughters who are all in college. Mr. Cooper now tells me I owe over 6000.00 due to escrow and taxes that havent been applied due to my missed payments. I feel as though they are trying to take my home. I was initially told that if I stayed with the 90 days and paid one payment until I could catch up, I would not be in danger of foreclosure. Now, I am told I am in danger of foreclosure and I must pay my mortgage to current. This is devastating and has been a nightmare since XX/XX/XXXX. Please help!
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX was the previous company that serviced my mortgage. In XXXX of 2017 the mortgage was transferred to Nationstar/ Mr. Cooper Mortgage , not sure why. With XXXX I had an optionally life insurance policy through XXXX XXXX. XXXX had always paid that policy through escrow. I almost lost that policy because Mr. Cooper did not pay the policy premium and after finding out I called Mr. Cooper and the short story of the battle since XX/XX/ 2017 Mr. Cooper said they only escrow taxes and home owners policies. I have bought two homes and had many different mortgage companies because loans get transferred, bought and sold and Mr. Cooper is the only company that has refused to escrow optional life insurance policies. How can a load be transferred to another loan company that doesn't offer the same services? Can Mr. Cooper be made to escrow this policy?
Company Response:
State: TX
Zip: 77338
Submitted Via: Web
Date Sent: 2018-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have included below the email I sent to Mr Cooper regarding our mortgage loan. Mr Cooper purchased our mortgage from our original mortgage company that I signed into agreement with. I never re-agreed to any new or change in terms with Nationstar / Mr Cooper. Mr Cooper changed our fixed mortgage amount multiple times in the past year and did not inform us of this. They also would not tell us why our mortgage payment increased or why the changes were made. The date of change was on XX/XX/XXXX and XX/XX/XXXX, they could not verify the exact dates with me and kept changing the answer with each person that I spoke with. They then held our XX/XX/XXXX payment and did not apply it to our account, after that they started billing us fees and used portions of our mortgage payments for their fees and did not apply them to the principal, interest or escrow. They used our mortgage payments to pay their fees. They now say we owe them {$2000.00} in unpaid mortgage payments. I have tried to resolve this over the phone with multiple calls with no success. Per their request I sent a dispute email to their customer relations officer and I have included that email below. The pictures and statements are omitted here but will be included in this complaint below. This is not the first time we have issues like this with Nationstar. Back in XX/XX/XXXX/XX/XX/XXXX they did something very similar to what they are doing now. They said we missed a mortgage payment but waiting over 2 years to inform us and we ended up paying fees and the whole payment to get our account current. I should have filed a complaint then but did not know what to do as a consumer and felt pressured into losing my home from them so I just paid it. Here is the email we sent them : I am writing to request correction of the error described below in regard to the mortgage loan on my property at XXXX. Payment Errors : Your company rejected the full payment I made on XX/XX/XXXX and XX/XX/XXXX in the amount of {$1500.00}. I was told on the phone yesterday XX/XX/XXXX that my mortgage payment amount increased to {$1600.00} without our knowledge, we received no notification in the mail from you in regards to this and your manager XXXX could not give me a reason as to why my fixed mortgage payment was increased. Your company, Mr Cooper, did not properly apply all of the payments of {$1500.00}. XXXX for our monthly mortgage statements since XX/XX/XXXX. The payment made from XX/XX/XXXX until XX/XX/XXXX should have been credited to : *principal, interest, escrow *every payment I made since XX/XX/XXXX you have been applying those fund to fees that your company created to our account. On our call on XX/XX/XXXX your manager XXXX could not tell me in detail what these fees were for and declined to speak about them. I have listed below a copy of the payments made and fees you have taken from my mortgage payments : ( picture is below ) Fee Errors : Your company incorrectly imposed 10 fees in the above examples that we would like removed, credited back to our account and applied to the monthly mortgage payment in which they were made. The dates of these 10 fees were on XX/XX/XXXX. We would like to reach a resolution and get back to current on our payments of our account and mortgage loan. I have also included in the below screenshot a copy of my bank statement showing the mortgage payments that were paid to your company from our XXXX XXXX account : ( picture is below )
Company Response:
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am the President of the XXXX XXXX XXXX XXXX XXXX, a XXXX XXXX in XXXX, Texas. I previously submitted a complaint about the Nationstar Mortgage, the mortgage company that has the mortgage on an abandoned property located at XXXX XXXX, XXXX, TX XXXX. This home was abandoned by the owners, XXXX XXXX sometime around XX/XX/XXXX. Nationstar Mortgage filed for foreclosure in XX/XX/XXXXand to date nothing has taken place. The property at one time was being maintained by XXXX XXXX and last year XXXX XXXX XXXX began maintaining it. Once again it is not being maintained and XXXX at XXXX XXXX stated they have gotten no approval from Nationstar to commence maintenance. They claim they have tried to call them and get no return calls. Please intercede as you did about a year ago with this irresponsible mortgage company and have them at least maintain the property if they are not going to foreclose. The neighbors can not sell homes with this horrible looking home on their street. It has been abandoned now for about 10 years and most likely will have to be torn down someday as I can not imagine what the inside of them home looks like after no air or heat all these years along with rotted food in a refrigerator. My address is : XXXX and my phone number is XXXX if you need further information.
Company Response:
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have an active short sale under review and offer and supporting documents were uploaded on XX/XX/XXXX. Despite several messages and calls the file has yet to be updated and the foreclosure date set for XX/XX/2018 no longer has a suspended status. Our offer is for {$770000.00} which is double the opening bid amount and higher than the current BPO.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After Hurricane Irma, in XXXX of XXXX, I called Nationstar which later became Mr. Cooper : XXXX Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Loan # XXXX I was told about their forbearance program and they agreed to put me on the program and any missed payments would not be reported to the credit bureaus. I missed payment for the month of XXXX and XXXX and in XXXX of XXXX, I made both payments and was caught up. They reported it to the bureaus and when I called to dispute it earlier this month I asked for a case dispute to be opened ( it was not, I was ignored ). I called to check the status 3 weeks ago and had to open another from scratch. They said I never showed up on their forbearance program. I am now trying to refinance because of a divorce agreement and am on a tight deadline. The port of 60 days is not allowing me to refinance and will lose the Condo because I can not come up with the money. Selling is not an option. Please help me as i am desperate and the lender does not acknowledge they mislead me into believing my credit would not be harmed. I have never in all the years I have owned have I been late on a payment. Thank you very much
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took out a second mortgage with XXXX in XX/XX/XXXX. I filed Chapter XXXX Bankruptcy on XX/XX/XXXX. That bankruptcy was discharged on XX/XX/XXXX. I continued to make payments on this XXXX mortgage from XX/XX/XXXX forward. I did not receive ANY statements from XXXX until XX/XX/XXXX. The contents of that statement were as follows : I called XXXX and we had a three way conversation with my bank that made all of the above payments, XXXX XXXX XXXX. XXXX subsequently told me in a telephone call which I tape recorded : The one statement was in my online portal & not mailed to me. " You are late on your Home Equity Loan payments. Failure to bring your loan current may result in fees and foreclosure - the loss of your home. As of XX/XX/XXXX, you are 369 days delinquent on your Home Equity Loan. Recent Account History : Payment due XX/XX/XXXX : Unpaid PMT balance {$230.00} Payment due XX/XX/XXXX : Unpaid PMT balance {$230.00} Payment due XX/XX/XXXX : Unpaid PMT balance {$230.00} Payment due XX/XX/XXXX : Unpaid PMT balance {$230.00} Payment due XX/XX/XXXX : Unpaid PMT balance {$230.00} Current Payment Due XX/XX/XXXX : {$230.00} '' TOTAL PAYMENT DUE : {$3300.00} Note : XXXX then turned the servicing over to Nationstar but just notified me by letter dated XX/XX/XXXX which I have yet to receive via mail ( but which is in my XXXX XXXX ). This was the FIRST notice I EVER received that I was allegedly late in any payments. To make matters more confusing, XXXX engaged in a three-way call with me with the Bank who writes my automatic payments to XXXX : XXXX XXXX XXXX. XXXX confirmed all these payments the statement indicated were late were indeed made and XXXX demanded proof which was sent directly by the Bank. XXXX subsequently told me during repeated and recorded phone calls that this statement was sent in error and that I should ignore it. I have tapes of several employees stating that there was a note on my account that the statement was in error. I wish to turn recordings over to CFPB, as my state is a one party consent state & I told the reps that I was recording the calls. One rep even told me that they would use the statement as an example to share with other managers. '' The payments they were alleging that were overdue ( the last 13 months ) were all paid. At no time did they tell me that the statement was correct. I called every day from XX/XX/XXXX to XX/XX/XXXX. I was told not to worry about the statements. I received a " welcome call '' from XXXX, my personal banker at the new servicer, Nationstar Mortgage. XXXX stated she did not see any foreclosure scheduled. Imagine my surprise when I received a certified letter at the property and at my Maine address which amounted to a foreclosure DEMAND LETTER. I have been given 30 days to pay the above amount, even though they can not tell me which months are in fact not paid. Since my Chapter XXXX was discharged in XX/XX/XXXX, why did I JUST start receiving statements NOW, a full 13 months after they claim all payments I made were overdue? Why is it OK to start sending me statements NOW? I was told that they didn't send me statements before due to the Ch XXXX, even though I ASKED for them, but they refused to send them. If you go into the account history, it is clear that they did not provide me with ONE statement in the last ten years except the one beginning in XXXX/XXXX of this year. How am I supposed to research these alleged missing payments that they are hinting were as long as eight or nine years ago if my bank no longer has statements available? Why did XXXX fail to inform the Bankruptcy Court that I was late at ANY time? When they filed their proof of claim, they stated I was current in the mortgage. They just subordinated the loan to XXXX, so that XXXX could offer a lower interest rate. If they thought they were going to foreclose, why would they subordinate their first place in line for foreclosure to a much larger mortgage? XXXX also failed to do the following : 1. XXXX failed to provide me with monthly statements. It was required to because it is also holding me liable for those months and actively collecting a debt, including making demand via certified letter. Therefore, they should have sent statements once he Ch XXXX was over. Thus, they are liable for failing to follow the PERIODIC STATEMENT RULE. My XXXX portal shows that not one statement was sent to me in many years and the Bankruptcy records show that they never sought relief from the Court or notified them of any alleged arrearage. 2. XXXX has failed and refused to give me accurate statements showing which month I am actually missing payments. Moreover, I have found that months they claim I am overdue have payments they did not post, such as late XX/XX/XXXX and early XX/XX/XXXX. They never properly credited missing payments. 3. XXXX told me they CHARGED OFF this account 6 months after it entered into Ch XXXX bankruptcy. It now is CHARGING IT OFF AGAIN in late XX/XX/XXXX. How can an account be charged off twice? When did this company charge this acct off with the IRS? 4. As stated above, XXXX repeatedly told me to ignore a statement telling me I could lose my home. They JUST turned this over to a new servicer who has a one star rating with every reputable rating site and who will not return my calls. Nationstar has a policy of providing customers one point of contact which would be great if that POC was not avoiding me. As of this writing, XXXX XXXX has failed and refused to return my call and all requests for supervisor call backs have been ignored -- AND THIS IS AN ACCOUNT going to foreclosure! 5. It is manifestly unjust to fail and refuse to send statements providing procedural due process and the ability to verify facts. This refusal to send statements has been over 8 years. I am now severely prejudiced by the failure of my bank to be able to reach back to the inception of the loan to play a guessing game as to which payments were not posted. I had an attorney during XX/XX/XXXX to XX/XX/XXXX and that attorney could have received statements on my behalf. This was not done. I am irrevocably harmed by XXXX 's insistence that I ignore the statements and further their failure to investigate which months were in fact behind. When I showed proof that there were errors in not crediting the account, such as last fall, they did not correct this. 6 XXXX failed to notify me in a timely manner that it was turning the servicing over to Nationstar. Before the ink was dry on Nationstar 's letter to me notifying me of the change, they had already drafted a Demand Letter as a precursor to a Foreclosure action in NH, a non-judicial foreclosure state. Nationstar cares nothing about working out the true facts, will not speak to me, and my phone records document both incoming and out going calls-they have failed to return calls at all as promised. Nationstar is nothing more than an aggressive debt collector for XXXX. I have been a member of XXXX for 33 years and deserve better treatment than to be lied to -- in fact we all do. Further, I am a XXXX XXXX XXXX veteran and a female veteran. I feel strongly that my age, gender and ableism has set me up as a mark for Nationstar to try to take my home. This is proven by the fact that they do not even give me the courtesy of a return call. This is especially outrageous because both XXXX and Nationstar told me that I was not going to foreclosure verbally. The tape recordings tell a different story. I request that the CFPB investigate my allegations of wrong doing and discrimination. I further request that the CFPB take custody of the tape recordings, made legally and in the furtherance of my efforts to resolve this dispute. They put an end to the " he said-she said '' question and prove that I was lied to and given a false sense of security so that Nationstar could foreclose when I was least prepared. I am asking that action be taken against individuals who made material misrepresentations of fact in furtherance of a scheme to defraud the debtor. I further ask that XXXX be sanctioned for not following the Periodic Notice Rule given that they held a lien which they intended to enforce. It is well settled in the law that if a creditor seeks to enforce a claim then it must provide proof that it provided adequate notice of the claim, including periodic statements. No statements since the beginning of XX/XX/XXXX is inexcusable. I ask that CFPB intervene in the actions of Nationstar to immediately foreclose. I have not been given ANY proof as to what months are actually owed, if any, and yet Nationstar is going forward with a foreclosure notice, using false dates of delinquency. The use of these dates, which they know to be false, should further cause them to be liable for a violation of the law and standards of fair play and equity. I ask that the CFPB assist me in ascertaining what sum, if any, is actually due since many bank records are no longer available. Wherefore, I respectfully ask CFPB to obtain each and every recording, communication, statement, letter, email, whether to myself as the debtor or to XXXX as the loan owner or to Nationstar as the subservicer. I believe it will show a pattern of disregard for sound record keeping. I further attest that each and every allegation reported herein is the truth and that I am willing to have my statement taken under oath.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NH
Zip: 03301
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage was sold to Nationstar mid XX/XX/XXXX. At the time we had owed around 9k. My old company was bought out and I received XXXX. Immediately transferred The money only to later find out that are loan have been sold from XXXX XXXX XXXX to Nationstar. When we got documentation from Nationstar we were shown to be behind 9k. When I reached out to Nationstar they told me to apply for a loan modification. This was XX/XX/XXXX. Unfortunately I was laid off from my job XX/XX/XXXX. I called in to let Nationstar know and was quickly coached not to mention it fearing I would lose the modification I've been approved for. Needless to say XX/XX/XXXX we were a few months behind. I got a loan modification package quickly submitted the documents only to have them request more documents. The middle ofXX/XX/XXXX our local sheriff quietly brought us foreclosure notice. We were stressed out. I called in and was told again they needed more documentation. This went on from XX/XX/XXXX to XX/XX/XXXX them requesting more and more documents. Finally around the middle of XX/XX/XXXX I called one morning, as usual, to get a status on the modification. I was told I was approved for a loan modification and my package would be mailed out within the next two weeks, the representative went as far as to give me the estimates of my new monthly payment. Needless to say my wife and I were relieved. We paid some bills with the money we had saved and look for the package. About a week after that call I received a letter in the mail telling me I have been approved for a forbearance plan. But the forbearance was for twice the amount of my normal mortgage payment? I called in, and was immediately transferred to someone in the customer service department who informed me I didn't qualify for a loan modification, he also refused to look up the details and when is far to tell me that I shouldn't be living there if I can't afford it and that I didn't even have a forbearance plan? I got off the phone that day destroyed. We have three children and although we had some issues with our finances we were at Nationstar beckon call for anything they needed even if it was the same document they asked for the week before. So then the fight began. I started calling to figure out why my loan modification was gone. I took notes every day of the phone calls in the details. Some days it was like I've never would get a real answer and some days I would be lucky enough to get with a representative who would try to find out. Finally somebody tracked down the notes on my account verifying of the verbal loan modification from XX/XX/XXXX. She gave me customer service email. I submitted along documentation asking them to review only to be informed a week later that it must be a physical copy. I got in touch with my local housing and unfortunately received little to no help at all. I would receive loan modification packets and quickly send in the information only to be told I didn't qualify for a loan modification. Some Representatives informed me I had an FHA loan I spent a few days contacting FHA only to find out it was not an FHA loan. Some days I was told I did not qualify because I had recently had a modification. So I went back through my modification of XX/XX/XXXX. The document never mentioned only being able to do one loan modification. In fact I discovered that I had a Department of Agriculture loan which qualified to have more than one loan modification. I wrote letters I contacted different departments and was consistently told different things finally to be told I needed to register a complaint. In XX/XX/XXXX I was contacted by customer service and informed that my appeal was accepted account was being reconsidered for a loan modification and that I needed to send them some documents to finish out the process. Again my wife and I were excited after a long battle. A week later we were informed that we no longer qualify for a loan modification? And to top that off I was being told that there was no more forbearance plan??? And as far as the letter I had submitted I received a reply which had all of Mr Cooper /Nationstar replies without any of my input. But it was clear that whoever did the report did not research the notes in my account or listen to any of the calls I was told were recorded. The beginning of XX/XX/XXXXI randomly logged into my Mr Cooper account to find that I was in Step 2 of the 4 required for a loan modification???? I called and asked to which they said they needed the documentation when I questioned being the denied previously they told me something must have changed??? I can't even begin to explain to you but all of this took a toll on my family and I. Anyways, turned out we were denied for that loan modification that we never applied for but the letter for my forbearance plan magically appeared up on my account again. We were forced to sign a paper that doubled our mortgage {$3100.00} a month. This began in XX/XX/XXXX and we paid through XX/XX/XXXX. Only to find out that we were late and our payment had posted on the XXXX or XXXX of the month instead of the first. Which meant, are forbearance plan was cancelled. I can not even begin to tell you how many hours I've dedicated to answering all of their questions having them lie to me and having no power to do anything about it. I never threatened to sue or get an attorney Etc. So here we are XX/XX/XXXX and I'm in the middle of having to send pay stubs that I sent last week with a foreclosure date of XX/XX/XXXX. The sad part is XX/XX/XXXX we owed about {$7000.00} and Nationstar/Mr Cooper quickly said I qualify for a loan modification. I can't help but think if they had been honest with me at that moment we could have sucked it up borrowed the money from my parents and would have been in good standing. But I believed them, I believe when they told me I qualified, I believe when they told me they only needed a few documents, I believed when they told me I was approved in XX/XX/XXXX for a loan modification. But here we are here later facing a foreclosure and I have nothing I can do about it. Whatever happens to us, I know this is long but I wouldn't want anyone else to go through this. Sincerely XXXX XXXX
Company Response:
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper contacted me in XX/XX/XXXX and said that because I live in Florida and our area was declared a disaster area they are offering a Forebearance program whereas they would allow you to skip from one to six payments at no penalty. The payments would extend the length of your mortgage by the amount of months you chose. I chose six months. When I went online to resume my payments in XX/XX/XXXX I was horrified to see that it clamed I owed fourteen thousand plus dollars and was ineligible to make payments.I never heard one thing from Mr. Cooper about being behind on payments between XX/XX/XXXX and XX/XX/XXXX when I finally contacted someone. For nearly a month I called and left messages and finally got a call back in XX/XX/XXXX. The rep said I did not qualify for that program and I had to pay the full amount or go through the refince process. She said there was never a forebearance program, they were told to read from a script and the goal was to get you refinanced at a higher interest rate. They ruined my credit by reporting non payments and I now have to pay over three thousand a month to get caught up. She claimed to have no answer as to why no one called me to tell me I did not qualify for this non existant program after they signed me up for it, or why they never called when my first payment became delinquent.They will not get rid of any late fees and will not contact the credit reporting agencies companies. They conned me during a time of a disaster and scammed me.
Company Response:
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX I made my normal payment of {$1000.00}. My mortgage payment had increased to {$1100.00}. I had no previous knowledge of the increase either electronically nor through regular mail service. The normal payment was received on XX/XX/XXXX but was not applied to my mortgage payment due to the {$100.00} that was short. I received a letter dtd XX/XX/XXXX stating my mortgage was in in default. They held my payment for the entire month of XX/XX/XXXX and would not post it until they received the full balance ( of which I was unaware until the letter ). I quickly made the payment and adjusted my monthly payments. On XX/XX/XXXX I received a email from XXXX stating my credit score had dropped. I went to the website and found out the mortgage company had reported a missed mortgage payment which in turn dropped my score 90 points. Point one : I never missed a payment, they had it all along. Point two : if my score had not been excellent, this would have dropped me into the fair to poor credit range. Point three : if I had needed to purchase something on credit I would have been forced into a higher interest rate due to Mr Cooper 's misleading information. If they did this to me what are they doing to others with less credit scores. This provides markets to capitalize with higher interest rates forced onto consumers. From the time I purchased this house I have never been late nor missed a payment. This was an error on their part and I refuse to stand by and be manipulated and I do not want to see this happen to hundreds or thousands of other consumers.
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A