Date Received: 2018-04-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Regarding complaint XXXX-XXXX My response is listed below XX/XX/2018 Nationstar Dba Mr. Cooper Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Nationstar/Mr. Cooper : Your letter of response from Customer Relations Specialist, XXXX XXXX, is absolutely no help. Once again, it is just more rejections without any real reasons or direction. It is ANOTHER person not taking the time to understand the entire situation and quoting me policy and hoping I will just go away. I do not understand why it is relevant for Mrs. XXXX to request that I provide the names of the individuals we have dealt with in regard to the fact that I was TWICE told that my loan could be refinanced. Then both employees disappeared and supposedly no longer worked for the company. Mrs. XXXX could have taken the time to look at company records and if they were maintained, she would see the correspondence. I provided you with the time frame for both of the failed refinancing attempts. The lack of continuity of information and personnel at Mr. Cooper ( Then Nationstar ) has provided a convenient way for you to dismiss the facts of this matter that I have been calling and requesting assistance for the last several years. Once it was determined that refinancing wasnt an option, we tried a loan modification as suggested. We were again denied, but the stated reasons didnt apply to us and no one would explain why. That is when I filed my first complaint. Now we are being told that we dont qualify for the Flex Modification program since we do not live in the property AND our account is less than 60 days delinquent. Mr. Cooper was fully aware of this and attempted to qualify us for a loan modification program when they knew in ADVANCE that we had zero chance at being accepted. Why werent we educated or placed in a different loan modification program that doesnt require owner occupancy and/or being in default on your loan? Instead you spent months requesting documentation for a loan that had no chance of being approved according to your own statements. Mr. Cooper was well aware of the circumstances surrounding this matter, as I had been in communication with your company for what is now years, trying to get help. Mr. Cooper obviously has no incentive to refinance or modify our loan since we are current. Plus, the terms of the loan recently changed with the interest rate going up and principal repayment being added to the monthly payment. Mr. Cooper is now making even more money and providing me NO CUSTOMER SERVICE OR ASSISTANCE OF ANY KIND. Finally, Ms. XXXX states that we can always apply for a refinance. And if Mr. Cooper determines that the account is not eligible for a refinance option, and you are unable to maintain monthly payments, you may reapply for modification assistance. You wants us to just start this whole process all over again. This has been going on for years. How is this legal? The key part of her comment is if you are unable to maintain monthly payments. It seems that the only way to get any help is to stop making payments, which does nothing to help the lender, destroys our credit, and perpetuates the housing crisis. You are forcing me to become delinquent. Should I go through entire process again, there is no guarantee that we will be accepted, or even that anyone will provide clear information or direction in this matter. Why is that too much to ask for? FAIR RESOLUTION would consist of : A legitimate attempt to refinance or modify our loan. A single point of contact that understands the law that will provide clear direction. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Nationstar mortgage company known now as Cooper nationstar have foreclosure on my credit report and I never went through foreclosure with Nationstar between the year XX/XX/XXXX and XX/XX/XXXX. I was going through a shortsale process and the next thing the realtor/broker and I knew the building was sold without us knowing. I didn't worry about it I just wanted out but in XX/XX/XXXX I saw Cooper Nationstar had a foreclosure on my credit report and when I tried talking to them the would say they are working on it. I lost out on the house I was trying to purchase the lender for the house I was trying to get reached out to Nationstar and they stated it looked like a short sale but wasn't sure and they told lender he would have to talk to their lawyer. I lost out on the house and I lost about {$3000.00} trying to purchase the house. I don't know what they did but the transaction on selling the building without me knowing didn't seem right and I should not have a foreclosure on my credit. The information was not accurate in any way at all. I had no Ideal this was on my credit.
Company Response:
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: After I filed a complaint with the Consumer Financial Protection Bureau on XX/XX/XXXX, The original servicer, XXXX XXXX had already started transferring the servicing of the loan to Nationstar on XX/XX/XXXX. Once again trying to collect on a debt that they cancelled in XX/XX/XXXX. I am asking once again that their lien be removed because XXXX has already collected over {$80000.00} from me in payments. I did not accelerate lien in any way. The servicer XXXX canceled the debt before acting on the lien in XX/XX/XXXX generating revenue for me. They did not however release the lien. Now they are trying to seize my home with the lien by way of foreclosure, and simultaneously trying to collect the debt by transferring the loan to another servicer Nationstar.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I check my mortgage and escrow account regularly. For months my escrow account had a surplus of {$570.00}. The website stated that Nationstar Mortgage will be mailing a check in that amount to XXXX XXXX XXXX, XXXX, New York. On XX/XX/2018 Nationstar Mortgage did an annual analysis of the escrow account and sent me a check in the amount of {$140.00}. I called and asked where the check was for the {$570.00}. I was told that the check was sent to me. I stated that I never received a check for {$570.00}, only {$140.00}. I was told that a stop-payment would be put on the check and another check would be issued. A week later I called again and was told that whomever was to get the check issued failed to get the appropriate approval and the issue was sitting on someone's desk. Several days later I called again and asked where the check was for {$570.00}, and was told that I received the check and cashed it. I again stated that I never received a check for {$570.00}, and only a check for {$140.00}. They have not gotten back to me.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: nationstar /mr copper, is attempting to foreclose on my home with a fraudulent that contains robo signers. I have asked that the foreclosure be stopand my QWR be answer with the debt validation
Company Response:
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2018-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mr. Cooper DBA Nationstar LLC had me sign a permission for Credit Reporting Agreement, giving them my signed permission to report my modified mortgage loan to the credit reporting agencies. I returned the signed document to Mr. Cooper via US Mail on XX/XX/2018. I received notification from XXXX, XXXX and XXXX that Mr. Cooper was reporting correctly and the information on my reports will remain unchanged. I have a copy of the credit reporting agreement that was sent to me by Mr. Cooper, to show that I signed the document in the presence of a notary. Mr. Cooper has not returned the signed copy back to me nor have they reported the current mortgage to the credit reporting agencies.
Company Response:
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my loan early. I sent the lender a check for the outstanding balance and added extra funds to cover any pro-rated interest. The lender has put my payment in suspense and will not credit the payment made until I send additional funds to cover recording fees. The recording fee amount exceeds the actual recording fee charged by my county by {$100.00}. I have asked the lender to tell me who the 3rd party is that is being paid the {$100.00} as I am entitled to know according to section 23 of security instrument. I have been unable to get a response. The lender has now added late charges to my payment which is was not late. I have asked that the lender credit my payment and send me the original note and reconveyance so I may have them recorded. I have been told they are not allowed to do that. I asked to speak to a supervisor or someone who can answer my question intelligently and I am told they are not available by phone. This servicer is a very large loan servicer. I have to believe the additional {$100.00} they extort from their customers paying off mortgages is a very profitable but illegal cost center. I also did not request the demand statement that was issued so I do not expect to be charged for the statement.
Company Response:
State: CA
Zip: 90277
Submitted Via: Web
Date Sent: 2018-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr.Cooper I have contacted you numerous times to get a valid account number for extra payments, payoff and received nothing but useless information. Customer service is dismal, managers don't keep their promise to call back, valid e-mail addresses are not provided and you are wasting an unbelievable amount of my time by putting me on hold and passing me thru your system with no outcome. Who do you think you are? I attempted to make a transfer to the account your Customer service gave me verbally and in writing ( 3 times ) : > Bank Account # XXXX > Routing # XXXX > Bank Name : XXXX XXXX XXXX XXXX > Bank Address : XXXX XXXX XXXX, > XXXX XXXX, CA XXXX The payment bounces back because the account is not recognized. XXXX XXXX
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have had a 2 year history of terrible service from Nationstar Mortgage now Mr Cooper. ( a new name they assume to cover their dirty image ) They first denied my request for modification under a Federal program that I was qualified for. They said I was not undergoing financial difficulty because I was not far behind on my mortgage payment. After much back and forth with them, they ask me to make payments on a " trial payment '' plan for a modification. While receiving those payments, they reported to the credit agencies that I had not made any payments and was now 90 days in arrears which has significantly affected my ability to borrow having been denied credit since. The appalling thing is, their representative told me they would have the 90 days late removed and did nothing about it so much so that I was surprised when a lender told to me it was on my credit report. In fact, my subsequent conversation with a rep from Coopers said they have no record of me complaining about the erroneous 90 days late. that is not surprising, because I have record of them giving conflicting information from their XXXX reps vs their USA reps. They changed names in the middle of my transaction shutting down access to the Nationstar website then blame me as the consumer for not being able to access their online portal. It is also convoluted as to which of their 2 dba 's they are claiming received late payments. Since they ceased operating under Nationstar and changed names during the modification process it had a grave negative impact on me as the consumer. They assigned me so called " dedicated specialist '' who has NEVER returned any of my several phone calls to him. This company is the epitome of dis-service to the consumer. I have several time requested document from them asking to show how they received my loan in the first place and that ownership/title was legally and properly transferred to the mortgagor in the first place, they have failed to provide any documents over a year now. For all I know they could be collecting money from me under false pretense as they have not provided me with a proof/trail of ownership from the previous owner ( s ). I spoke with rep days ago who promised to send the situation to " research dept '' however, they are not moving fast enough and I have little faith in this company as I was told the same thing before and nothing was done and no correspondence was sent to me one way or the other. I contend that the payments I sent in during the " trial payment period '' were just that " payments '' and should have been reflected as such so I should not look like I was extra late because life happens. Their lack of performance and negligence caused the modification to stretch out over a long period than was necessary. I ask that this company move to erase the 90 day late from the records of the credit reporting agencies.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: THIS IS NOT A DUPLICATE. I AM FILING A COMPLAINT AGAINST MR. COOPER ( MORTGAGE COMPANY ) LOAN # MR. COOPER CASE REFERENCE # 2 PROPERTY ADDRESS : Mr.Cooper ( Mortgage Company ) is attempting to modify my existing signed contracted mortgage agreement by making false statements. I have enclosed all necessary correspondence letters for your review. In the letter from Mr. Cooper dated XX/XX/2018 they clearly state '' Through review of the account history we verified there hasn't been any 30 day or more late payments received. '' That statement confirms that there was no reason to change or modify my original signed contract with XXXX XXXX of me ( owner ) to continue to make property tax payments directly to the XXXX XXXX XXXX. Mr Cooper made an erroneous payment to the XXXX XXXX XXXX without cause. Also on the same letter dated XX/XX/2018, Mr. Cooper stated that they spoke to " Tax Collector XXXX, confirming the funds they remitted will be used towards the 3rd installment for the taxes ''. THIS STATEMENT IS COMPLETELY FALSE AND UNTRUE! I have enclosed a letter dated XX/XX/2018 from the actual tax collector for the XXXX XXXX XXXX, NJ, XXXX XXXX XXXX, clearly stating that " The XXXX XXXX XXXX does not apply bank payments made to an open quarter and then transfer that payment out and reapply to a future tax quarter '' .In conjunction with that statement, XXXX XXXX , also states " In the instance where a bank identified that they made a payment to a parcel in error, upon written request, the bank will be refunded the erroneous payment ''. Which is exactly the situation here, the payment that Mr.Cooper made to the XXXX XXXX XXXX was in error. Nothing on my part, caused Mr. Cooper to make that payment, and most importantly it's not part of my original signed contracted agreement for them to make property tax payments. Bottom line, the payment should have never been sent by Mr. Cooper. Therefore, I am demanding that Mr. Cooper request a refund from the XXXX XXXX XXXX directly, and exclude the modified amount from my account. The signed contracted agreement can not be changed due to an error by Mr. Cooper. I am not paying any additional amount or extra payment.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A