Date Received: 2018-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we received a letter stating that our mortgage loan of several years from XXXX had been sold to a company by the name of Mr Cooper. We continued to have our payment of {$450.00} taken out of our checking account by-weekly. Suddenly when the payment came out automatically on XX/XX/XXXXthe amount had increased to {$600.00}. On XX/XX/XXXX I contacted Mr Cooper at XXXX. I spoke with a supervisor in there Ohio location. She explained that I was being charged more money due to the fact that I had no home owners insurance. At this point I told this person that I have never NOT had home owners insurance, that this payment also comes out automatically every month. She then stated that Mr Cooper had faxed over 4 separate letters to my insurance company XXXX XXXX and that XXXX XXXX had not responded. I said, then why would you not contact the homeowner, she said because we do not have to do that by law. So at that point Mr Copper takes it upon themselves to charge you a fee for homeowners insurance. I said that is a terrible business practice and not the correct way to do business. She said that if I could get XXXX XXXX to fax over proof of insurance that I would have my money back in 2 days. At this time I contacted XXXX XXXX, In speaking with the office manager She stated that she is the only one there and has not received a call or fax from anyone claiming to be Mr Copper. She then faxed them the appropriate information twice and copied me via e-mail. On XX/XX/XXXX another payment was taken out by Mr.Cooper for {$600.00}. I then contacted Mr. Cooper again at XXXX I spoke with a woman by the name of XXXX in there Georgia location. She was in the insurance division apparently. She stated to me that she could see in the system where XXXX XXXX sent over insurance proof and that she would change the system to reflect this. She then went on to say that I need to call back in 5 business days, speak to someone in the escrow department to be sure that this is in fact fixed. I said, that does not make any sense, you told me you were fixing it right now. She stated, well I can only do some much just contact them in 5 days. Then I proceeded to ask, when will I receive my refund for the 2 over payments that total {$300.00}? She said, oh, well why would you think you would get this money back? I said, because I have my own insurance and you are charging me for your insurance. She said, oh you pay for your own insurance? I said, isn't that the reason we are having this discussion. She then said, well if in fact they do owe you money you will need to wait to call them in 5 days, then they will process it from there and that will take another 5 days. This is just unacceptable ....
Company Response:
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is against Mr Cooper. Loan # is : XXXX Property : XXXX XXXX XXXX , XXXX XXXX Ca XXXX. This is my place but all correspondence should be at XXXX XXXX XXXX, XXXX XXXX Ca XXXX or email : XXXX. My cell phone is : XXXX XXXX XXXX. I bought this home around XX/XX/XXXX. The house is currently. The lender has claimed I did not pay my supplemental taxes. I disputed and provided ( fax & email ) to the lender. I even complained to the lender, it's not my fault. Someone at the company screwed up and now they started to impound my account for property taxes. I pay my property taxes in full on time. I have been calling every month or so with no response. The last person to help me and sound promising was at XXXX XXXX XXXX. She was helpful and even followed up but then went COLD. The woman claimed the funds from County have been released XX/XX/XXXXand should not be impounded any more. I have called the number several times with no response. Mr copper sent me a legal response on XX/XX/XXXX stating they are investigating this matter. No response so far. My loan was sold to Mr Cooper. Last XX/XX/XXXX I sent email via their web site and they have not even responded to date. This kind of behavior should be penalized. I am on auto pay and have never ever missed a payment. I even called today before connecting with you guys. They connect me to the XXXX phone number and eventually disconnects with no answer. Can you help? XXXX
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: The CFPB closed out complaint ID XXXX. We want to know where Nationstar Mortgage got the unendorsed copy of the note that XXXX XXXX XXXX a/k/a Mr. Cooper uploaded to the CFPB web site in regards to the complaint number stated above. Nationstar apparently has an unendorsed copy of the note, as well as a fraudulently endorsed copy of the note. So, how does XXXX XXXX XXXX have both? This is fraud.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was late on my mortgage, and received help from the original mortgage company, XXXX XXXX. However, I purchased my home for {$230000.00}. When my loan packet was sold to XXXX XXXX XXXX there was an additional {$80000.00} added to my principal, and now my principal balance is {$300000.00}. But no one can tell me where this extra money came from that was added. If it were the total number of missed payments, then I would have had to have almost 3 years worth of missing payments, which i did not have. I have reached out to my current mortgage provider, Mr. Cooper, and they can not explain what this additional money is either. Additionally, it seems that every 6 months they keep increasing my escrow account, and I know that my property taxes and insurance do not go up over {$6000.00} year over year.
Company Response:
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I began making mortgage payments to Nationstar Mortgage Property Servicer, XXXX XXXX XXXX XXXX, XXXX, TX XXXX, after my loan ( with a modification ) was transferred to them XX/XX/XXXX, from XXXX XXXX XXXX XXXX. All previous mortgage payments, from the date of purchase of my home in XX/XX/XXXX, were made to XXXX XXXX XXXX XXXX. My bank records verify payments from XX/XX/XXXX through XX/XX/XXXX, to Nationstar, at which time they transferred my loan modification to XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, Ut XXXX. Nation star has refused to credit my XXXX mortgage payment as a XX/XX/XXXX payment ; and passed my loan on to XXXX as Missing a payment for XX/XX/XXXX ; in spite of records sent to them verifying my payments from XX/XX/XXXX through XX/XX/XXXX. I see this as a scam by Nationstar to pilfer/steal funds from me, by having me pay a second XX/XX/XXXX mortgage note. This behavior is debt collection fraud ; and I seek redress and resolution to this criminal activity by Nationstar.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We submitted a full short sale package for XXXX purchase price back in XX/XX/XXXX in XXXX, then in the first week of XX/XX/XXXX Mr. Cooper countered our original offer an additional XXXX more. My buyer provided his property inspection report, and countered back at XXXX. Sensing the sale date getting closer, we again asked if the sale date was postponed? We were told by Mr. Cooper they would file a motion to cancelled the upcoming XX/XX/XXXX Foreclosure Sale Date since they had received a completed short sale package and a CASH offer, and since the counter offer was still short of the investors price, they would also have to put the property in their auction site XXXX. But the sellers had to agreed to that or they would cancelled teh short sale. They Also told us not to worry, because they will cancel the foreclosure sale date. The property was in the Auction for a week and my buyer was the only bidder, since the home had may issues with mold and water damages. Since my buyer was the only bidder, and he already had the property under contract with Mr. Cooper, we were told that XXXX would transfer it back to Mr. Cooper. That transfer took another week of loss time for them to release the property. Then Another week went by before Mr. Cooper engaged us in XXXX to let us know that the property was being release back to XXXX and the Negotiator wanted to counter again at XXXX. We agreed on the XXXX sale price and teh lender requested a HUD-1 reflecting the new price, and addendum reflection all parties has agreed to said price, and updated proof of funds. All documents were quickly uploaded and sent to the Lender in XXXX. Last week we requested a response on when we can expect the short sale approval. The Sellers also went to court on XX/XX/XXXX to make sure the sale date for the property was indeed cancelled. They showed up and was told that the lender a day before sent in a motion to cancel the original motion to cancel the Sale date and they were proceeding with the foreclosure on XX/XX/XXXX. We explained that this was a Dodd-Frank violation and it goes against the CFPB guidelines, and we were told, too bad! The sellers contacted Mr. Cooper on the phone and spoke with the bank for about an hour. She spoke with XXXX XXXX in regards to our situation and she had all the paperwork in front of her, she got someone from the foreclosure department to review our package and she saw the $ XXXX cash offer. She came back on the line and advised the sellers that the paper work was all sent in time and that they are rescinding the foreclosure and will continue with the offer. We are now told that they will not vacate the foreclosure. Can someone help?
Company Response:
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage ( now called Mr. Cooper ) has been given us the runaround as we try to resolve the matter of our late payments on our home mortgage and has now set a foreclosure sale date even though we are in an active Chapter XXXX bankruptcy. We suffered a significant hardship due to Hurricane Sandy damage, a major illness and a loss of job. Through all of this we tried to negotiate with Nationstar and now that we have been in a better financial situation for some time were hopeful they would work with us. However, I have submitted financial packages to them at least 20 times and we have never actually gotten a decision. They have constantly claimed that paperwork is missing and they have changed our assigned account manager several times as well and that has contributed to the confusion. We got so frustrated that we contacted an Attorney and filed a Chapter XXXX bankruptcy in order to reorganize our debt and to start making payments to Nationstar. Even though they are getting {$2200.00} a month from us Nationstar has gone and scheduled a foreclosure auction date of XX/XX/XXXX. I believe this is a violation of federal law and most certainly an example of dual tracking. We have made it clear to Nationstar that we want to try and resolve this matter through modification but have been denied access and obstructed by their loss mitigation department. We have owned our home for 23 years. We refinanced our loan in XX/XX/XXXX and never had a problem making our payments. Problems began in XX/XX/XXXX when Hurricane Sandy hit us hard and toppled a tree that crashed into our home, damaging the roof and the walls. Due to the fact that the insurance fund was held for several years we had to pay for this out of pocket. The following year my daughter was diagnosed with a XXXX XXXX XXXX. This was shocking and scary. I ended up having to take several months off of work to help take her to appointments and treatments. We had used up all of our savings to pay for the Hurricane Sandy repairs so we could not keep up and fell behind on our mortgage. As my daughter recovered we thought we could get caught up on the loan but then I was laid off and out of work for two years. During that whole period we were just doing what we could to hang on. We tried to see if Nationstar would consider us for any type of forbearance agreement or deferment agreement due to the fact I was out of work but we made absolutely no progress. Once I was back to work ( I have worked in medical profession/accounts receivable for over 20 years ) we began reaching out to Nationstar to try and get a review opened for government and internal assistance programs. Once the review was opened it seemed as though we were continually going back and forth. I submitted the application to their loss mitigation department at least 20 times. It was beyond frustrating. We also had our point of contact changed multiple times as well. It almost seemed coordinated. This just got more and more frustrating as we fell further behind. We finally decided to hire an Attorney and try and reorganize the debt through a Chapter XXXX bankruptcy that we filed last year. We have been making our regular monthly trustee payment and know that Nationstar is receiving their share of this payment. However, for some reason Nationstar has scheduled a foreclosure sale date of XX/XX/XXXX, even though this is in violation of federal bankruptcy law. Additionally Nationstar has failed to offer us the option of mediation as mandated by the State of New Jersey. We feel that Nationstar has not followed the rules and guidelines and would like you to look into their actions relating to the servicing of this loan.
Company Response:
State: NJ
Zip: 07508
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Despite multiple requests, the unverified item with Nationstar, inaccurate payment status, and inaccurate creditor contact information still remains on my credit report in violation of Federal Law. I have contacted Nationstar via mail and have returned undelivered mail with inaccurate address on file, and via phone Nationstar has told me I never had account with them. XXXX is required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is mine and is correct which they deny that they dont have to have documentation on file. In the results of your previous investigation and subsequent re-investigations, you stated in writing that you verified that these items are being reported correctly? Who verified these accounts? You have NOT provided me a copy of ANY original documentation ( a consumer contract with my signature on it ) as required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ). Furthermore you have failed to provide the method of verification as required under Section 611 ( a ) ( 7 ). Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified. The law is very clear as to the Civil liability and the remedy available to me ( Section 616 & 617 ) if you fail to comply with Federal Law, I'm a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the FCRA. XXXX is also reporting incorrect contact information, and payment status on report for the Nationstar creditor.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I submitted a request to update my mortgage information to all 3 major credit bureaus in XX/XX/XXXX. My mortgage had not been updated on my credit files sinceXX/XX/XXXX. All 3 reports showed incorrect balances and did not accurately reflect my payment history. In XX/XX/XXXX they were deleted from my files stating they could not verify the status of my loan from Mr.Cooper/Nationstar Mortgage. I contacted Mr.Cooper/Nationstar Mortgage on XX/XX/XXXXand the company have not resolved my issue. Instead, sending duplicate computer generated responses. I have contacted the company via phone and email. I have supporting documentation attached below. I would like my mortgage to be reported to all 3 major credit bureaus with accurate payment history.
Company Response:
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2018-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a HELOAN. My monthly payment was always XXXX. I was late paying my taxes which Mr. Cooper paid part to the City. I paid this back and continue paying my real estate taxes to my City. In XX/XX/XXXX I filed bankruptcy with a discharge in XX/XX/XXXX. During which time I never received statements from Mr Cooper, I made several calls asking why no statements, but got no justified answer. My outstanding balance owe in XX/XX/XXXX was {$1800.00} and in XX/XX/XXXX escalated to {$4700.00} even though payments made during that time exceeded {$9000.00} ( BLOCK OUT PERIOD ) The amount owe continue to increase. Now {$7000.00}. Mr cooper stop taking my regular payment in XX/XX/XXXX. I was told my account has been forced escrowed and was told by some staff this escrow will be removed since I am up to date and I have been making my Real estate tax payments. I FEEL THIS AMOUNT OWE IS INACCURATE AND MY PAYMENTS ARE NOT BEING APPLIED CORRECTLY. The HELOAN NOTE agreement has been violated. I have been charged late fees in excess of the agreement since XX/XX/XXXX ( fee should not exceed {$10.00} and at times was charged $ 20- {$45.00} ) until corrected in XX/XX/XXXX. I have been Charged 3rd party fees totalling {$490.00} and no one could explain why. My request to Mr. Cooper 1/ Please apply my HELOAN payments correctly so I can see what I actually owe dating back from XX/XX/XXXX. 2/ Please Discontinue the escrow and return my excess payments since I was never notify of escrow. 3/ Please provide me with statement on my account XX/XX/XXXX to XX/XX/XXXX to verify what went wrong. 4/ Please refund me all unauthorized 3rd party fees charged. 5/ Please refund all late fees charged in excess of the agreed amount on the HELOAN Note agreement. 6/ Please make my loan corrected.
Company Response:
State: CT
Zip: 06708
Submitted Via: Web
Date Sent: 2018-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A