Date Received: 2018-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received an interest only mortgage for {$580000.00} through XXXX XXXX XXXX in XX/XX/XXXX which was taken over by XXXX XXXX XXXXXXXX. I fell behind in XX/XX/XXXX during the banking crisis as I am also in XXXX XXXX. The loan was modified in XX/XX/XXXX with very bad terms. It was set up for me to have a balance of {$400000.00} owed after 40 years. I asked for a more reasonable mortgage and was told this was all I could get. My alternative was giving up my home. My balance has ballooned since getting the modification. My loan was sold to Nationstar and I completed my second modification with them in XX/XX/XXXX. The new balance is over {$700000.00} and the required monthly payment is over {$5000.00}. I applied for a new modification with Nationstar DBA Mr. Cooper and was declined after four months of waiting. During this time I was advised by Nationstar to not make payments. I am now officially in default and desperately need help. I may have a sale date scheduled of XX/XX/XXXX. I am not certain.
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The complaint is about Wrongful Reporting of XXXX Resulted in More Taxes and Suffering. Mr Cooper had given wrong numbers on my XXXX ( Box 5, MIP ) for the years XXXX and XXXX, which resulted in more taxes to be paid. They ended up correcting the XXXX for both years, but that was not proactive on their end and took me several attempts to convince them that they gave me wrong numbers. During the conversation over the phone, some employees referred me to some bogus, not-real IRS laws that don't exist, and when I asked for a reference to those laws, they backed out and tried to change the subject, and ended up connecting me to a manager. I have been trying to amend my XXXX tax return, but the allowance I wanted to use for XXXX MIP deduction has expired and no longer available, which resulted in me overpaying taxes to the IRS that I can't recoup due to their delay in correcting my XXXX 's. I asked to be reimbursed, but they declined my request. I had to send too much time researching and trying to amend my tax return, but it ended up time and money consuming, and worthless due to expiration of MIP deduction allowance. They denied responsibility and refused to help even though it was their mistake. I think that might have happened to many people most of which don't know. They did tell me that they updated the IRS on my corrected XXXX 's and that was all they had to to. The main issue is that I had my closing around XX/XX/XXXX, where Closing Costs included advanced payments of MIP and else that I agreed to pay at the time. I got my XXXX for XXXX in XX/XX/XXXX and they included only about {$120.00} of MIP paid which I thought was accurate, then I got my XXXX for XXXX in XX/XX/XXXX, which had about {$1300.00}. By reviewing Closing documents from XX/XX/XXXX, I noticed that what Mr. Cooper reported for my MIP in XXXX XXXX was wrong. I had contacted them several time via email and even phone calls, but they denied my claims since they were sure their numbers were accurate. I had to ask to talk several people to over the numbers and insisted that the numbers were wrong, which they started to question but started referring me to IRS law that did not exist to justify their wrong reporting.I ended up asking for verification and references for those laws, and that's when they panicked because they were in violations of some laws. They asked me to allow more time to investigate AGAIN and ended up sending me an updated XXXX for year XXXX with MIP ( box 5 ) amount of {$3300.00}. I am not sure if they did that to others, but the way they received my claim and lack of seriousness caused me lots of frustration and over payments of taxes. They declined responsibility and want me to take the burden of their wrong doing, including my time, money and frustration. I can provide more documents upon request.
Company Response:
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2018-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I live in an area that was a federally declared disaster area because of hurricane Irma. After the hurricane, my mortgage company told me that I could defer payment of the mortgage for 3 months ( until XX/XX/XXXX ) since I was recovering from the hurricane and that the deferred payments would be placed at the back of my loan. At the end of the 3 months, when I contacted the mortgage company, they told me that the program was extended for an additional 3 months ( until XX/XX/XXXX ). In XXXX XXXX, I was told that the loan would be modified and the deferred payments would be placed at the back of the loan. I contacted the mortgage company in XXXX to find out what the process was for modification ; I was told to send in multiple documents which I did. After submitting all the required documentation, I checked the status of my modification online every day for the next month. I called on numerous occasions to inquire about the status of the modification and to inquire about the payment. I was told that they were working on the modification. I was told not to send in a payment for XXXX because it would be rolled up into the modification. In XXXX, I was told that my modification was denied because the payment would go up from approximately $ XXXX to approximately $ XXXX and that they were not allowed to modify a payment if it increased the payment. I was then told that I could get on a payment plan that would require me to pay approximately $ XXXX for 6 months which could be extended another 6 months until my account was current, but that the denial was not complete and that they were still working on the modification. I received an email notification that there was a new document on the loan and when I logged into the website, I saw that there was a modification denial letter. I called back the mortgage company to inquire about the payment plan again since the modification had been completely denied and I was told that I am not eligible for the payment plan any longer because they had sent out a demand letter for the total monies past due on the loan which is {$16000.00} within 30 days. I told that mortgage company that I do not have the money and I would not have it within 30 days. I asked what would happen if I didn't pay it in the 30 days and the mortgage company told me that they would foreclose the very next day and sell my house. I can not lose my house because I am a single mother and I am caring for my sick mother who is on XXXX. I really need help.
Company Response:
State: FL
Zip: 32765
Submitted Via: Web
Date Sent: 2018-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I live in an area that was a federally declared disaster area because of hurricane Irma. After the hurricane, my mortgage company told me that I could defer payment of the mortgage for 3 months ( until XX/XX/XXXX ) since I was recovering from the hurricane and that the deferred payments would be placed at the back of my loan. At the end of the 3 months, when I contacted the mortgage company, they told me that the program was extended for an additional 3 months ( until XX/XX/XXXX ). In XX/XX/XXXX, I was told that the loan would be modified and the deferred payments would be placed at the back of the loan. I contacted the mortgage company in XX/XX/XXXX to find out what the process was for modification ; I was told to send in multiple documents which I did. After submitting all the required documentation, I checked the status of my modification online every day for the next month. I called on numerous occasions to inquire about the status of the modification and to inquire about the payment. I was told that they were working on the modification. I was told not to send in a payment for XX/XX/XXXX because it would be rolled up into the modification. In XX/XX/XXXX, I was told that my modification was denied because the payment would go up from approximately $ 2000/month to approximately $ 2120/month and that they were not allowed to modify a payment if it increased the payment. I was then told that I could get on a payment plan that would require me to pay approximately $ 4000/month for 6 months which could be extended another 6 months until my account was current, but that the denial was not complete and that they were still working on the modification. I received an email notification that there was a new document on the loan and when I logged into the website, I saw that there was a modification denial letter. I called back the mortgage company to inquire about the payment plan again since the modification had been completely denied and I was told that I am not eligible for the payment plan any longer because they had sent out a demand letter for the total monies past due on the loan which is {$16000.00} within 30 days. I told that mortgage company that I do not have the money and I would not have it within 30 days. I asked what would happen if I didn't pay it in the 30 days and the mortgage company told me that they would foreclose the very next day and sell my house. I can not lose my house because I am a single mother of XXXX and I am caring for my sick mother as well who is on XXXX. I really need help.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Nationstar assumed servicing of a loan that was cancelled with a XXXX from XXXX, the original lender, who is trying to foreclose on my home XX/XX/XXXX. This debt is no longer owed and they have began to send me collection paper work trying to collect money on that canceled debt. I filed a complaint to the CFPB, and I have appealed the foreclosure in court. I have an attachment of the letter from Nationstar attempting to collect the debt, disclosing their intent. I also have an attachment of the XXXX attached, canceling the debt in XX/XX/XXXX. And finally, I have attached the foreclosure action filed on me from XXXX for this debt, acting as a substitute trustee, holding a lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation of complaint XXXX, since the servicer did NOT resolve the issue described in that complaint. The company 's response to that complaint included this : " We show that the account was setup on our Max Pre-pay Plan on XX/XX/XXXX. Please note that this allows for the additional funds to be allocated for payments, which is why the funds were being designated as unapplied funds until they were enough to satisfy a monthly payment. We understand that this is not what you were requesting and apologize that you were setup on this plan. We currently show that the account is no longer setup on this plan and should not have any further issue with the payment application. " Firstly, I never requested my account be set up on such a plan in the first place. During that XX/XX/XXXX call with a customer service rep, I was trying to resolve another payment issue in which my entire payment had been converted to purely interest curtailment ; the customer service rep told my my account had been set up incorrectly, and he could change it so that any additional amount I payed above the required minimum payment would automatically go towards principal curtailment. That sort of account alteration is what I agreed to. There was no mention of a plan named " Max Pre-pay Plan '', nor was the change he was going to be making described as any additional payment above the required minimum payment getting dumped into " Unapplied funds '' with no curtailment of principal. In addition, regarding the company 's statement that " We currently show that the account is no longer setup on this plan and should not have any further issue with the payment application. '' I submitted another payment XX/XX/XXXX in the amount of {$3200.00}, which included a monthly payment amount of {$2000.00} and an additional principal amount of {$1200.00}. The on-screen confirmation as well as the emailed confirmation accurately reflect my instructions for applying the payment, as described. Despite those confirmations, the company decided to not follow those instructions upon payment processing, instead treating the additional principal payment as " Unapplied funds '' which did not curtail the principal balance : Unapplied Funds XX/XX/XXXX {$1200.00} {$0.00} {$0.00} {$0.00} {$1200.00} {$340000.00} Monthly Payment XX/XX/XXXX {$2000.00} {$710.00} {$930.00} {$390.00} {$0.00} {$340000.00}
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The banking institute called Nationstar ( mr cooper ) has placed a bankruptcy on my credit report, that reports to banking institutions that offer government assistance. They have destroyed my life and cause me to suffer and have my child taken out of school because of the DESTROYED credit they created. I reported this for over 7 months, over and over again and now today
Company Response:
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This mortgage servicer will just quickly respond by letter to appease CFPB, add their number and never actually follow up. I have contacted XXXX XXXX, left a message via email as well as phone to no avail. I am responding to a request for XXXX and XXXX payments totalling {$2500.00}. Please note ; XXXX tracking # XXXX for {$1200.00} XXXX tracking # XXXX for {$1200.00}.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: *I purchased my home XX/XX/XXXX. *I re-financed my home XX/XX/XXXX with XXXX XXXX XXXX . *XX/XX/XXXX, I agreed to a loan modification agreement with XXXX XXXX XXXX . *I was told my loan will end XX/XX/XXXX. *I requested an amortization schedule from my loan company, Mr. Cooper XXXX *First request, payments were extended beyond XX/XX/XXXX. *I requested an explanation and a new amortization schedule since I borrowed money to pay down the principal. Request was denied. *Mr. Cooper led me to believe they were going to assist me with a new loan modification due to an increase of payments because of higher interest rates, medical and employment issues. *Mr. Cooper instead ran my credit and denied me any assistance causing an undue burden on me. They stated they were trying to see if I could re-finance, when I didn't ask for a refinance due to my employment issues. They were fraudulent and misleading and as a result, my credit score was lowered. *I think my loan is predatory because it would take 40 plus years to pay it off and I never missed a payment. *I would like a loan modification that is fixed and not appear as if it has a negative amortization. *The language in my agreement is ambiguous, misleading, and the numbers are misrepresented and contradictory.
Company Response:
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is an addendum to complaint number XXXX I was approved by XXXX XXXX XXXX XXXX on XX/XX/XXXX, to pay off the balance of my home loan through Nationstar doing business as Mr. Cooper. XXXX XXXX XXXX XXXX previous to that date had communicated with Mr. Cooper to let them know what they were doing on my behalf and that funds would be forthcoming as apparently Mr. Cooper had to agree to the transaction in advance. Mr. Cooper therefore was on notice in late XX/XX/XXXX or early XX/XX/XXXX. XXXX XXXX XXXX XXXX on or before XX/XX/XXXX, sent to Mr. Cooper what is known as an A report that I was approved and that funds would be wired on XX/XX/XXXX. XXXX XXXX XXXX XXXX per XXXX XXXX., who does the funding at its XXXX, California office, informed me their own internal report was generated following the wiring of the funds on XX/XX/XXXX, and that the funds were indeed confirmed wired and received on XX/XX/XXXX by Mr. Cooper. I have attempted numerous times to find out the processing status of these funds by the Hardest Hit Funds ( HHF ) division of Mr. Cooper and when I can expect documents for my execution. I have communicated with Mr. Cooper reps XXXX XXXX and XXXX XXXX out of XXXX, Arizona. Both are with the Loss Mitigation division of Mr. Cooper in a different state than the Texas headquarters of Mr. Cooper. Each woman I spoke to gave me different and incomplete or incorrect information regarding my benefits. XXXX XXXX for example gave me her direct number of XXXX. That number I discovered is continuously busy. I know because several times I redialed as many as sixty times successively on a daily basis and could not get through. Then, on Saturday XX/XX/XXXX, I called at three oclock in the morning when no one should have been calling. The number was still busy. It then became obvious I had been given a fake number to keep me ( and others ) at bay or as a runaround screen. Another issue is that as the note holder and ultimate benefits recipient I am not allowed to speak directly to the Mr. Cooper internal Hardest Hit Funds division. I can reach them only if a Mr. Cooper customer service rep emails that division. Even Mr. Cooper reps have no phone number to call their own internal division. Apparently their rule is their own divisions have to wait 48 hours or longer to receive a response via email. On XX/XX/XXXX I called regular customer service and spoke to XXXX, who after an initial conversation of what she could find, put me through to Supervisor XXXX XXXX. XXXX told me the funds were not received on XX/XX/XXXX but on XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX XXXX XXXX confirmed to me when I spoke again to XXXX XXXX that funds were received by Mr. Cooper on XX/XX/XXXX. I do not accept the Mr. Cooper 's response that they did not receive benefits until XX/XX/XXXX, as XXXX the underling of XXXX only minutes before I spoke to XXXX told me the funds were received on XX/XX/XXXX and placed in a non-interest bearing miscellaneous account. Nonetheless, XXXX insisted the funds were not received until XX/XX/XXXX, yet both XXXX XXXX XXXX XXXX and Mr. Cooper customer service rep XXXX confirmed they were received on XX/XX/XXXX. My point is that I was told by XXXX that for every day that Mr. Cooper did not receive the benefits up to and including when they decide to process and apply them I am going to be charged interest. To have {$58000.00} placed in a non-interest bearing account is at best unethical and at worst is highly suspect and possibly illegal. They plan to wring every penny out of me while they are probably using my funds for their own purposes. This can not be right according to federal banking or mortgage regulations. To recap I can not speak directly to the Mr. Cooper Hardest Hit Funds internal division. I have two sources that state the monies were wired and received by Mr. Cooper on XX/XX/XXXX and one person from Mr. Cooper telling me they were not received until XX/XX/XXXX. I suspect they received the monies on XX/XX/XXXX but that Mr. Cooper chose not to act on them since it was Friday and instead waited to place them in a limbo account when they got around to it. However they are factoring interest, it should be only from XX/XX/XXXX so I dont have to pay for something I did not delay. In addition, not allowing interest to accrue on my benefits money is egregious. This is lunacy. I have also asked several times when I can expect documents and what kind, plus a list of recording fees or other amounts I may have to pay and can anticipate executing. If I do not execute the documents and instead attempt to engage in a debate about when the monies were received and that I was not given interest XXXX XXXX XXXX XXXX has informed me in an email that I will lose the monies. The only thing I have received from Mr. Cooper is another mortgage statement, which I am not going to pay when Mr. Cooper has in its possession monies earmarked for complete payoff of my loan. In addition, I was told by XXXX from Mr. Cooper on XX/XX/XXXX that the monies were coded initially as a restart and not a payoff. This has apparently been rectified or so I was told by both XXXX and XXXX. ( No one, by the way, at Mr. Cooper will put anything in writing. ) This correction will only take longer and add more days of interest. It should not fall to me that a huge mortgage lender does not know what it is doing. As of the time Mr. Cooper was first informed that monies would be forthcoming they should have put into play documents based on monies they were told would be and were wired on XX/XX/XXXX. Everything should have been ready to go. Now they are taking their time when each day racks up more interest that I know they are going to tell me I have to pay. On XX/XX/XXXX, I received a call from XXXX XXXX letting me know she has heard nothing yet from Mr. Cooper 's HHF division. Wonderful. As a small detail, this loan was previously serviced through XXXX for 20 years. In the last eight months it was sold to Nationstar. I received notice from XXXX this change was occurring. The next thing I knew I received a monthly mortgage statement from Mr. Cooper and had no idea what entity that was. When I called I was told I had fallen through the cracks and was one of their customers who did not get notice of their name change. I cite this as part of a pattern of laxity on Mr. Coopers part. I think theyre the worst and cant wait to get rid of them. Please help me. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A