Date Received: 2018-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I just received Mr. Cooper correspondence that our modification was rejected base on a call that we rejected the modification. This is not what happen. This was not the purpose of our complaints, the purpose was to recognize our loan modification did not take into account any of the circumstances that exist. Such as income, post-bankruptcy, and our resident is located in an area that suffered a disaster of epic proportions. We were also told if we rejected the modification this should be in writing. There is not any evidence that we rejected this modification, but disagreed with the terms and request explanation over and over again. Explanations were given through CFPB, after complaints were submitted, questions were answered and the interest rate was explained after communicating our concerns through a third party housing counselor. I am not certain why would Mr. Cooper " pull '' calls to support we rejected the modification. Did Mr. Cooper received a rejection in writing from homeowners? Why not read the complaints? Why not use the rejection letter we were told to send in? There is not a rejection letter that exists. Maybe that is the reason the person from Nation Star called suddenly to rudely say to me there will not be any negotiation ; and " I will accept or reject ''. Was this a strategy of Nation Star? This act seems to be deliberate and we would like to ask for an explanation. We are attempting to seek legal recourse in response to a Nation Star representative caused us financial harm. Afterwards Mr. Cooper is now requesting both XXXX and XXXX payments in order to complete the modification. The modification was base on completing the trials payments and in the midst of requesting help and explanations before we sign and execute documents NO ONE at Nation Star offered to assist with the wording, by the time and third party explain this modification from the first page to the last page it was already XXXX. The modification was then rejected by the notes of a representative and we called and spoke to someone about what happened, and we never rejected but did COMPLAIN, now its XXXX. We are being asked to pay {$2500.00} right now to move the modification forward.
Company Response:
State: TX
Zip: 770XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: My current home loan was originally created with my husband as the borrower and myself, his spouse, as the co borrower. My husband became unemployed and we were unable to make our mortgage payments. I was a stay at home mother of our XXXX children. We qualified for a modification that was completed in XX/XX/XXXX. At this time I went back to XXXX school, completed my XXXX XXXX and have been employed for a year. My husband stopped making payment on the home again. We were divorced in XX/XX/XXXX. I received a signed Quit Claim Deed through the divorce on our property. The home fell into foreclosure once again and I was instructed by the court system to apply for a new home modification using all of my current information. I was also awarded custody of my XXXX minor children. We are currently living in the home. I should mention there is also a {$23000.00} insurance claim that my home loan mortgage company Mr Cooper is holding for repairs that have been held by them illegally. They have received all the document but keep telling me they need more.. They have done two home inspections that passed and still no funds have been released to date. I contacted XXXX XXXX with The Fair Housing commission locally in my area of XXXX Ohio. He and I have spent countless hours on third party lines recorded with Mr Cooper to try to find options and answers. He suggested that I contact your service. We have tried to get them to release the funds to complete the work on the basement so I may move forward and sell the property. We also looked further into applying the funds to the current reinstatement amount. I feel I need assistance and support because I have been victimized by Mr Cooper holding the funds and not working with me to keep my home or to sell it. They have held the funds for two years. I currently have equity in the home.
Company Response:
State: OH
Zip: 44720
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: On XX/XX/2018, I posted a regular monthly payment for {$910.00} for my bill due XX/XX/2018. I received a receipt from Mr. Cooper indicating they acknowledged it was a regular monthly payment. However, they used the money as " additional principal '' instead of as a monthly payment. This seemed like a deliberate tactic to get me to fall behind on my mortgage despite me being a responsible borrower who makes every payment. I received no contact from the company addressing what they had done or explaining why.
Company Response:
State: NC
Zip: XXXXX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My home mortgage was transferred to nation star, now Mr. Cooper in XX/XX/XXXX from XXXX XXXX. When it was transferred I had a check in the amount XXXX that was cashed by XXXX XXXX but not transferred to Mr. Cooper mortgage. I began by calling Mr. Cooper and then XXXX and back and forth I finally wrote a letter because I was not getting an any answers. I have a letter dated XX/XX/XXXX that I wrote to XXXX XXXX ... now Mr. Cooper. I explained the problem and asked that they find my money and apply it to my account. My usual house payment is XXXX, however I often doubled or more my payment so I had more than 2 payments lost in the transition. I asked that they find my money and correct my records. They assured me there was a grace period for my payments in this transition and that no problems with my credit would occur because of this. I received a letter from Mr. Cooper on XX/XX/XXXX explained that they had found my money and that the payment was applied to my account. At that date I was paid until XX/XX/XXXX. I continued to make my payments at the exact amount of the payments. I did not trust it to make over payments with mr Cooper since their record keeping seemed poor. after some more back an forth my records were corrected and I was sent a history of my payments at my request. I was assured that I was in good standing and that nothing was late. in the middle of XX/XX/XXXXthis popped up on my credit report and Mr. Cooper had reported that I had made two payments late by 30 days in XX/XX/XXXX and XX/XX/XXXX. That is untrue. I am trying to buy a house right now and it took my credit rating from above an 800 to the mid to low 700 's. My closing date has been set for XX/XX/XXXXand I have called and written to Mr. Cooper to ask that they correct this, Yesterday I received a letter from them that it would be at least another 30 days before they would get back to me. By that time my house will have closed and my credit will have determined another loan percent for me. I have explained this to Mr. Cooper on more than one occasion. I need to have this cleared up before my closing date and in time for my lender to have an accurate credit report on me. I have records scanned in to send to you. verifying what I have said to you in this letter. I need help and it needs to be quickly to make a difference in my loan. I am very unhappy with the responses from Mr. Cooper. This is not the only problem I have had with their service. I want to file a complaint. Thanks you in advance for any help you can give me with this very frustrating experience.
Company Response:
State: AL
Zip: 36801
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX Nationstar approved the hurricane Irma Forbearance Plan beginning XX/XX/XXXX due to the damage of hurricane Irma that impacted our area. They sent me a letter approving the Forbearance 6 months which lowered my payments. I received the letter approve the Forbearance on XX/XX/XXXX and another approval letter on XX/XX/XXXX I received a phone call from Nationstar end of XX/XX/XXXX that I was no longer approved for the Forbearance and that I would have to send them a check {$16000.00} they said I missed a payment in XX/XX/XXXX they had approved the payment to be put on the back of the loan.
Company Response:
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: We have information to reflect that the mortgage debt was paid in full. XXXX XXXX XXXX has reported to the credit bureau that the debt was paid in full and there is a XXXX balance. The loan you are attempting to collect on does not exist and was removed from Mortgage Electronic Registration Systems , Inc. on XX/XX/XXXX and has been INACTIVE since that date. According to the MERS integrated system handbook " The process of making a loan inactive on the MERS System including in conjunction with the Resignation or Termination of Membership. A loan is deactivated if the debt no longer exists, or the loan is assigned out of MERS. The following deactivation transactions are available : Paid in Full ( includes payoff, deed in lieu, short sale, etc. ) Transfer to non-MERS Status Involuntary transfer/default by Servicer Involuntary transfer/default by Subservicer Foreclosure Complete Deactivate-Assigned from MERS for Default or Bankruptcy. According to Mortgage Electronic Systems, Inc records, XXXX XXXX, XXXX is an ACTIVE member of MERS. Therefore, according to the Mers integrated system handbook, the new servicer should have changed the min number to reflect the new information and the loan should not have been transferred off the system unless the loan was paid in full. The MERS automated system indicates that this mortgage was transferred off of the MERS system on XX/XX/XXXX and rendered INACTIVE. Although the mortgage was transferred off the system and closed to show INACTIVE at this date of XX/XX/XXXX, the assignment of mortgage remained in Mortgage Electronic Registration Systems, Inc name. The assignment of mortgage remained in Mortgage Electronic Registration Systems , Inc name until XX/XX/XXXX, when Nationstar Mortgage executed an assignment to itself from Mortgage Electronic Registration Systems , Inc. This is 3 years AFTER the loan was INACTIVE.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This took place during XX/XX/2018 and XX/XX/2018 regarding multiple payments approximately {$520.00} each. I have a mortgage account that was sold to MrCooper and I now make payments through them. They have deceptive payment collection information on their website, and also apply some payments to the account in a manner that mitigates the payments impact upon interest calculation to their benefit. Regarding Deceptive Payment Collection Practice on Website Payment. When making a payment on their website I am presented with four payment options. a ) Full Monthly Payment b ) Payment direct to principal c ) Payment direct to escrow d ) Partial Payment These are self explanatory, but the partial payment is not a partial payment as implied. The partial payment is a Payment direct to principal, and not a partial payment. With the intention of switching to bi-monthly payments to save on interest over the lifetime of my loan and making payments easier to budget for, I made payments on their website using the " Partial Payment '' option. These payments that I made were sent directly to principal, and at the end of each month I was surprised to discover I owed another full months mortgage payment in addition to my previous payment in the month, with that payment not being applied to my mortgage payment. When I called in to review this with them they indicated that the website handles both " Partial Payments '' and " Payment to Principal '' identically, which begs the question as to why they would label them differently? It is clear that this labelling results in an increased collection of debt through deception of the consumer, and that there is no other reasonable purpose to having these labelled in this fashion other than to deceive the customer into making unintentional payments direct to principal and thusly having to pay more that month. When asked about this via their phone support, the agent on the phone stated that they were able to " change a setting '' on the account that would make the partial payment function as a partial payment, instead of as a principal payment. It is clear that they are aware of this disconnect in how they represent the payment application, and how they process it. They are even aware of this misrepresentation to the point that they have a standard process for making the action behave correctly when requested. Regarding how they process " partial '' payments In my call with them to discuss partial payments, they indicated that they could change a setting on my account to make partial payments function as partial payments, instead of principal payments. Upon further questioning, it became clear that this still was not truly a partial payment, and is structured in a way that ensures that interest continues to accrue at the pre payment account balance and not the post payment account balance. Any partial payment they receive on the phone or through their website, presuming that you have requested that they alter your account to be truthfully represented on the website, is not applied to the balance of your account and is instead placed in a holding account until a full monthly payment is available. This means that if you pay a partial payment to them, you will continue to accrue interest on your loan as though you had not made a payment. So while this is advertised as a partial payment it is in fact a 0 interest loan given to MrCooper by the customer, while MrCooper continues to charge them interest on their account that has not had this payment applied to it. In summary MrCooper is engaging in payment practices in bad faith. 1 ) They are misrepresenting partial payments, resulting in additional collections from the consumer in any given billing cycle beyond the intention of the consumer. They have demonstrated they are aware of this, and are able to routinely make this function act as advertised, but leave the default behavior to be deceptive. 2 ) They are not processing payments posted to an account to that account directly in some cases. They do this in a way that increases the amount of interest that they collect from consumers arbitrarily.
Company Response:
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar ( mr.cooper has been marking me late from XX/XX/XXXX thru XX/XX/XXXX.The error occurred when they allowed me to defer one payment they did approve. They have refused to correct the errors they made do my account. The Attorney General Office has asked me to make XXXX XXXX, XXXX aware of what is happening to my credit score. Nationstar has marked me late over 8 months over the past year. I have enclosed all my payment records and correspondence with Nationstar ( mr.cooper ).
Company Response:
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Today @ XXXX, I called Mr. Cooper . I spoke with XXXX and I requested to make payment of {$400.00} today. I told her I would call in to make additional payments. She placed me on hold stating that she had to speak with her supervisor. After holding, XXXX ( Mr. Cooper ) came on the phone. He stated that payments could not accepted as I would need to set up 5 payments now. I told him that I could not do that today and that I can set up 2 payments for today. He stated that 5 payments would have to be made by Monday XX/XX/XXXX. I told him I could not do that. He asked, Maam do you want your house to go into foreclosure ...? I asked him if he was trying to instill fear in me by threatening me with foreclosure. XXXX stated that a demand letter was sent on XX/XX/XXXX. I informed him I did not receive a demand letter. XXXX stated that a total of {$3400.00} would have to be made by XX/XX/XXXX and he will not accept any payment. I asked him to identify himself. He stated that he is the Foreclosure Loss Litigation Specialist. XXXX mentioned a demand letter was sent on XX/XX/XXXX, I informed him that I did not receive a demand letter on both dates he mentioned.
Company Response:
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Originally my home loan was with XXXX XXXX XXXX.. no problems, payments on time etc. I had to file chpt XXXX due to a divorce due to ex wife '' s bills but did not include my home mortgage, the XXXX was discharged.My loan stayed on good standing all the time. 3 yeras later XXXX sold my loan to Nation Star and the trouble began, they kept calling and calling stating my mortgage was in the bankruptcy reported it on my credit report. Every statement stated my loan was part of a bankruptcy.. I never missed a payment with XXXX nor with Nation Star when they took over.. then Mr. Cooper Mortgage CO which is part of Nation Star somehow took over my mortgage and once again the phone calls continued. I have never missed a payment with Mr. Cooper either. My mail is unindated with solitation letters offering me to refinance my loan with Mr. Cooper. they continue to call my home phone as well as my cell phone with digital calling.Never leaving a message. In XXXX of this year my now wife answered the phone and he identified himself as Mr. Cooper morgage company to offer refinancing. My wife told him to stop calling our home and cell phone that we are not interested. The phone calls continue. When I researched this company there are pages and pages of complaints on Mr. Cooper mortgage as well ans Nation Star of their harrassment practices .How is allowed. Doesn't this over see or review the on line complaints. I am a XXXX vet and the phone calls are aggravating as well as an invasion of my privacy let alone the negative statements that my home loan was part of a bankruptcy which it never was.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2018-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A