Date Received: 2018-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am working in conjunction with Keep Your Home California. I have been approved for {$58000.00} to be paid to Nationstar, dba Mr. Cooper, for my loan # XXXX. I was pre-approved through Nationstar 's HHF division via KYHC. Nationstar was sent an A report on me letting Nationstar know that I had been approved and that the funds would be wired on XX/XX/18 for the payoff amount of {$58000.00}. I was told by KYHC that if I do not finalize within 30 days documents that are supposed to be immediately forthcoming from Nationstar my funding will be cancelled. I have been trying for over 10 days to get a status on whether or not my funds were received by Nationstar on XX/XX/18, what time, how they will be applied and by what accounting method, what documents they are sending and when, and any other pertinent information so that I can execute on my end and not lose my benefits. The Loss Mitigation division does not allow anyone to speak directly to the Foreclosure Prevention division, which is the division that interfaces with KYHC and HHF. I have to go through a customer service person who has to email that division and wait up to 48 hours to get any information to them and another 48 hours for that person to report it to me. THIS IS RIDICULOUS. This is my home and funding we are talking about. To date I have received no communication other than a laconic email that said the monies have been received -- no date, no procedural information, and no explanation of documents I can anticipate and their timeliness. I was also given an XXXX number to call my point person, XXXX XXXX, whenever I needed to reach out. I have been dialing this number practically nonstop for the last two days. ( The whole number is XXXX. ) After redialing for 50 to 60 times in a row, the number is ALWAYS BUSY. I even called it just now, at XXXX XXXX Nationstar 's time, and the number is still busy, when callers can not possibly be calling in because they're not open, so I know I am being given a bogus number and the runaround. Please do something. I can not risk losing the benefits for which I was vetted and approved and which I need to keep my home.
Company Response:
State: CA
Zip: 90016
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After a couple of year or so of getting these mailing from a company called XXXX XXXX XXXX, on or about XX/XX/XXXX we decided to contact them about a home modification government program they claimed to have " New Programs have been put into place for home owners under the new XX/XX/XXXX guidelines '' we called their XXXX number and spoke to a case specialist by the name of XXXX - she " explained '' how the process worked and said it may be free, or low cost depending on what government programs we qualified for. She emailed me and provided me with a web site- and phone number to contact her back ( XXXX ) XXXX XXXX. They asked to speak with our lender and requested for them to fax over ( XXXX ) XXXX XXXX ) account summary- which the forward to us that same day. They provided us with a " form " to fill out pertaining to our financials- we did as requested and continued to ask about cost- and business license information with no answer. On XX/XX/XXXX we spoke to " an underwriter '' whom provided us with percentages and possible payments " best and worst case '' and a total cost for service in the amount of {$3700.00}, and suggested that we do not pay our mortgage allowing us to pay them in three installments, with a guarantee their request for modification would go thru. The call was handed over to XXXX and she made an phone appointment for Fri. XX/XX/XXXX, before ending the call we requested to have the business license information AGAIN, she said was surprised her manager XXXX had not provided said information. Friday came and went, on Monday I emailed XXXX to confirm we could have our appointment that Monday morning and reminded her we MUST have the license information as well. We confirmed a XXXX call and at XXXX XXXX via email she stated the following : " XXXX would be the one to have more information in regards to licensing, I already put in a request with upper management. Ill call you in a few minutes to review documents. " XXXX came and went no call no email. At XXXX XXXX I emailed them asking what happened. They proceeded to ignore our communications and request for license. After three days XXXX decided to call me to answer our email and stated I rather do it over the phone -we refused stated she needed to email us because that statement was concerning. Emailed both XXXX and XXXX stating the call confirmed the emails were being read- provided image of call log- a day latter XXXX emailed and stated they were too busy to take us on as clients and that " At no point was anyone refusing anything " and " Please keep in mind that your previous message with direct accusations and would be something that would require us to respectfully terminate our relationship moving forward ''. Lied about calling us twice and refuse to communicate with one of us. Please see details below and emails attached with documentation.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX -Manager XXXX XXXX XXXX Case Specialist
Company Response:
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2018-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem stems from one mortgage company selling or transferring loans to other companies as in the case of Nationstar DBA Mr. Cooper with whom I have been dealing with for the most part. First off, I was never even notified about any change of name in Mortgage companies & so I continued making my pymts thru my back to Nationstar, while receiving statements from Mr. Cooper with unexplained escalated numbers as the current amount due. I tried to reach out to them for answers but was railroaded from one to the other each time I called. I continued to make the monthly payments as stipulated, even more so, as I would round off the numbers to exceed that amt.Recently, a very good family friend of the US Military was visiting and she brought all these inconsistencies to my attention and so in the middle of XX/XX/2018, I gave her authorization to speak with Mr. Copper on my behalf, as she happened to be a Finance person as well as a Law advocate. She began to make some progress as she spent long hours doing her own reconciliation of the charges vs the payments made based on both Mr. Cooper 's statements as well as MY own bank statements, and informed me that there were unapplied payments unaccounted for, including continuous overpayments on my part. For the past 12 years, I have been paying my own Home Insurance and Taxes out of my own pocket and did not require having an escrow account up until recently, when, in the process of changing Home Ins co., there was a 3 week delay in the initial transition resulting in a missed monthly pymt to the original home ins co as the completion of the new Ins co did not take effect immediately. Due to this untimely issue with the home ins., there was a force placed ins issued to me and was added as an Escrow account to my existing loan - without informing me about this. Therefore, I began paying the new Ins co, XXXX, out of pocket as I was unaware of Mr. Copper sending them any monies for the same policy. The problem had been initiated long before I was made aware of all these financial blunders withing the system of Mr. Cooper as NO ONE ever said anything to me about all these happenings. The bottom line here is that there are unresolved issues with the following that they are not cooperating with me to resolve nor are they providing me with any answers. No one returns calls or responds to emails as the person who is in touch with them have been given all kinds of contact information with NO response or follow up. They claimed to have paid their own force placed ins co initially and received a partial refund from them - when XXXX did not even process my initial pymt. even though they had it in their possession awaiting a current Inspector 's report, which they received later. Mr. Cooper claimed that they just went with MY own Ins co as the one for the escrow, yet, still did not inform me of this and so I was still under the impression that I am to pay my Ins myself. I still did not realize all this was taking place even after receiving a partial refund of my pymt to XXXX with NO explanation as well. Suddenly, Mr. Cooper went from billing me in the XXXX XXXX dollar amounts to XXXX XXXX dollar amount. No explanation too, until our family friend brought everything to light. Her first suggestion was to re-finance with another company for a better rate since we were stuck with paying 6.87 % for the past 12 years and without fail each month. I was ready to do so only to find out that Mr. Cooper had placed derogatory remarks on my credit report which they intentionally did knowing that I may be re-financing with someone else but would not be given a rate that I may be entitled to as an excellent payer. Even NOW, when I view my loan 's profile on their website, it is still showing that there is XXXX due forXX/XX/XXXX when, in fact, I had already made the XX/XX/XXXX pymt since XX/XX/XXXX. I had paid {$2600.00} when it was supposed to have been {$2500.00}. I have been paying exorbitant amounts like clockwork since the inception of this loan and all I want to do is to get away from this company who has no clue about accounting, billing, payment receipts & applications etc. There's NO one said person that one can speak with to get this resolved as they all seem to be playing the same game to someone they can easily manipulate. My job doe not allow me to be spending hours on the phone trying to get answers and so I did designate someone else to follow thru with this and now have resorted to going thru CFPB to get the attention of a supervisor or manager there to correct all these blunders asap. The only email address given for a spvsr is as follows : XXXX & the only direct # for soneone in Acct.Resolutions is as follows : Spvsr XXXX at XXXX XXXX ext XXXX. She did speak with the assigned person and promised to investigate the whole matter but never responded in any way. I have not scheduled or authorized any future payment for XX/XX/XXXX at this point until I know exactly where all my past payments are and what is the true amount due. I loo forward to hearing from you to bring this to a positive close.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I paid {$10000.00} to reinstate my mortgage on XX/XX/XXXX. I was told the amount included XX/XX/XXXX payment. I spoke to several consumer service representatives that confirmed that my mortgage was paid untilXX/XX/XXXX. I filed a complaint on XX/XX/XXXX after receiving automated calls that I owed for XX/XX/XXXX. I received no response until XX/XX/XXXXwhere Mr.Cooper/Nationstar admitted they had miss informed on me XX/XX/XXXX ( 10 days after the payment was accepted ) and incorrectly applied my mortgage payment to legal fees. The explanation is unacceptable the restatement amount should have included legal fees. The representative on XX/XX/XXXX ( which was recorded ) told me no legal fees were on the account. I had him check three times if the reinstatement amount was correct. He confirmed it was then I paid the amount requested that day. On XX/XX/XXXX I spoke to XXXX XXXX in response to a letter I was sent by Nationstar/Mr. Cooper saying I would have to request that the mistakenly applied mortgage to the legal fees be reversed to be applied to my mortgage. I ask her to reverse the payment to its original intent. I dont understand this, if Mr. Cooper/Nationstar admitted they made a mistake why would I have to call them in order for them to fix their mistake. Also, it isnt legal to quote a reinstatement amount and accept the payment then say it was an accounting error. Especially, when 3 different representives confirmed I paid the correct amount through XX/XX/XXXX. Now they have a demand letter saying Im 3 months behind when Im 2 months behind.
Company Response:
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2018-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed compliant on XX/XX/2018 because I was told upon getting my mortgage that XXXX XXXX XXXX XXXX would be paid for through my escrow. The company responded that they apologized if there was a miscommunication but XXXX XXXX was not included in my escrow but Mr. Cooper would make a one time payment to resolve the issue of the foreclosure lawsuit by XXXX XXXX for lack of payment. I received notice via a letter from Nationstar/Mr. Cooper XX/XX/2018 that the issue was resolved and {$1900.00} was paid to XXXX XXXX. After that I received notice that the case was still set for trial on XX/XX/2018. I called Mr. Coopers respresentive XXXX XXXX on XX/XX/2018 and she informed me that Mr. Cooper would pay the balance that was left over because they had only made a partial payment on XX/XX/2018. She said she would forward the request to the appropriate department. I have called and left several messages for XXXX XXXX. As well as emailed the legal documents per another representatives request ( XXXX XXXX ). Mr. Cooper has not responded to my phone calls or emails.
Company Response:
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Again XXXX XXXX, XXXX has scheduled foreclosure Sale on my house. The foreclosure sale date is scheduled for XX/XX/XXXX. The foreclosure sale Notice I received from XXXX XXXX XXXX, XXXX said that please find enclosed advertisement of the foreclosure sale as published in XXXX XXXX XXXX. I did not and could not find any advertisement in the foreclosure sale Notice I received in the mail on XX/XX/XXXX. It is a false claim. Since the last foreclosure sale that was scheduled for XX/XX/XXXX, Mr. Cooper have not tried to reach out to me with respect to my HAMP Loan Modification I applied for in XXXX which is yet to be resolved. So I do not understand the reason for the foreclosure sale on my house. Nationstar Mortgage now called Mr. Cooper have tried on so many occasions, very hard to unilaterally resolve the HAMP Loan Modification I applied for in XXXX. This is in violation of the HAMP Loan Modification Program guidelines. The HAMP Loan Modification Program guidelines specifically stated that in order to resolve the HAMP Loan Modification it has to be resolved bilaterally and not unilaterally. My other complaints are 1. I suspect that fraudulent activity is taking place in my escrow account statement I recently received from Mr. Cooper. 2. In the Informational Statements I received from Mr. Cooper, Mr. Cooper is trying very hard to collect from me the sum of {$440000.00} which is a violation of the Virginia Bankruptcy Law. I believe these complaints should be investigated.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold from XXXX to Mr. Cooper XX/XX/2017 I have since received several notification mail requesting proof of Hazard insurance. I have provided insurance proof and a representative from Mr. Cooper 's Insurance dept. has confirm receipt over the phone. But they are now requesting proof of insurance that covers the inside of my house and if I do not provide proof they are going to buy it for me and add it to my mortgage payment. Not exactly sure of what type of insurance Mr. Cooper was referring to I requested they call my insurance agent. I spoke with my insurance agent shortly afterwards.. he said they are requiring insurance for my personal property..he asked why do they care if i carry personal property insurance and what does it have to do with the mortgage..at which time he says Mr. Cooper hung up. I have nothing of my personal property worth insuring and have never before had to provide this info to a mortgage company. Is this legal? I have until XX/XX/XXXX. thank you
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper ( Nationstar ) failed to set up an ACH payment which caused my mortgage to go into arrears and affect my credit. The failure affected my ability to obtain a new mortgage in XX/XX/XXXX. In XX/XX/XXXX, I contacted Mr. Cooper formally known as Nationstar mortgage because my ACH had fallen of my account. After setting up the ACH again, I received a confirmation email from the company stating the ACH had been set up and the automatic payment would resume in XX/XX/XXXX ( see attached email confirming the ACH setup ). Mr. Cooper failed to set up the payment. In XX/XX/XXXX, I received a certified letter stating the mortgage was going to be foreclosed. I immediately called Mr. Cooper and spoke to their representative named XXXX XXXX. I provided the email confirmation to XXXX XXXX. She agreed that I was right to assume the ACH would have made the payment. I paid the outstanding balance to bring the account current. XXXX XXXX refunded the late charges. I set up again another ACH payment to keep it current. At this point, I asked about the late payments on my credit report. XXXX XXXX instructed me that I would have to write each credit bureau and request the adjustment. When the request came to Mr. Cooper they would look at the notes in the file and updated the late payments in my credit files. I sent numerous hours submitted the request to all the agencies. Mr. Cooper/Nationstar did not adjust my credit report to reflect their error. I have now applied for a new mortgage and have been turned down due to the late payments from Mr. Cooper ( Nationstar ). The mortgage company stated since the late payment were in the last 24 months, it affects my ability to get a new mortgage. I once again called Mr. Cooper. The representative XXXX XXXX said she could see that the fees had been refunded on my account, she could also see that I had requested the late payments removed from the three bureaus but the Mr. Cooper had failed to up agencies. I asked XXXX XXXX for written proof to provide the new mortgage company of the failure to set up the ACH situation. XXXX XXXX said she was unable to provide the notes not he account and since the loan was now sold to XXXX XXXX for servicing I should contact them. I contacted XXXX XXXX. They stated they have no records of the account since they just took over servicing. I am now left unable to get a mortgage because Mr. Cooper failed to correctly set up an ACH. Mr. Cooper is saying the reason they did not notify that my payment was late because I requested they cease all communication with me. This is not correct. After my mortgage loan was transferred to Nationstar/Mr. Cooper I started to receive almost daily calls to refinance the existing mortgage with Nationstar/Mr. Cooper. A refinance at this point was not beneficial to me. I explained this many times to the representative who called. I finally got to the point with the calls that I asked to be put on the do not solicited call list. I did not ask not to be called on issues about my loan. Nationstar/Mr. Cooper also states the account number I provided on the ACH form was incorrect. According to the attached documents ( see below ) the account number were correct. And if the account number was incorrect, why didn't someone from Nationstar/Mr. Cooper reach out to me? Nationstar/Mr. Cooper states they outsource the setting up of the ACH to XXXX XXXX. As a customer how am I supposed to know Mr. Cooper outsources the set up of ACHs to a third party? Mr. Cooper has tried to shift the blame from their company to XXXX XXXX, to XXXX XXXX, and to me. I have had numerous ACH issues with Mr. Cooper. In talking to their agents this is a common problem among customers of Mr. Cooper. I am being held hostage by Mr. Cooper because they failed to set up the ACH and/or notify me when the payment was not made correctly. I have spent hours on this issue. Mr. Cooper has reversed the fees but is still hitting my credit. I have a high score except for these payments. I have now tried to buy a new house in a state that I was relocated to by my job. I was turned down for the mortgage and lost money on the home ( due to inspections ) because of the late payments from Mr. Cooper.
Company Response:
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar dba Mr Cooper is attempting to forclose on my home with a fradulant assignment that contains robo signers and fraud can not be the basis of obtaining a deed
Company Response:
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am very frustrated with mr copper/nation star. This is the second situation where they have provided me with the incorrect monthly mortgage amount and as a result my escrow account has become short and I am stuck dealing with the consequences. I have called Mr.Cooper numerous to resolve this matter and they have yet to come up with a solution or take fault. As of result of their mistake my monthly mortgage payment has increased by 200+. This is an unexpected bill and I really think this very unfair that I have to deal with this. Please advise what can be done to resolve this matter.
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A