Date Received: 2018-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX. I closed on my new home the mortgage company was XXXX XXXX. I made my first payment to XXXX XXXX and then the loan was immediately sold to Mr. Cooper ( XXXX XXXX ). I proceeded to make each payment to Mr. Cooper and they have records to show each payment. Around XXXX XX/XX/XXXX, started receiving late payment notices from Mr. Cooper. I call Mr. Cooper several time to resolve this each time getting a different person and having to start from the beginning. One customer service person did try to stick with me and fix the problem because like every person that I spoke to at Mr. Cooper they said this made to sense. She figure out that Mr. Cooper didn't receive the first payment from XXXX XXXX and that they need to get those funds transferred. XXXX finally sent the Principal but not the escrow. Mr. Cooper knows that the problem is between them and the company that they bought the loan from, but they still threatens me with foreclosure. messed up my credit and will not take my payment for the month of XXXX without penalizing me with fees. I don't appreciate they way that they are treating me, they know it not my fault. This is the 3rd home that I have owned and never has been late on my Mortgage, And even now I feel that I am being extorted for extra cash, because they don't have to answer to nobody and they know the fault is withe Mr. Cooper and XXXX XXXX.
Company Response:
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As part of every monthly mortgage payment I make via the servicer 's web site, I always include an additional payment specifying that additional amount is to be applied towards principal curtailment. The payment confirmation that I receive, both on the servicer 's web site and in a confirmation email, properly reflects my payment choice and specification ( i.e. some component of the total payment is to be applied as principal curtailment ). However, when I check a few days after making said payments, the additional principal payment that in included has not been applied towards principal curtailment ; instead is appears on my account as " Posted Unapplied Funds. '' This has been happening for three months running. When I call the servicer, they tell me one month that they will " fix '' the issue by changing my account to a " hierarchy plan '' such that any additional payment automatically applies to principal ; the next month when I can they tell me they will " fix '' the issue by changing my account away from a " hierarchy plan '' such that any additional payment automatically applies to principal. The most recent example of this occurring was for a payment madeXX/XX/XXXX, where the confirmation email states : MONTHLY PAYMENT {$2000.00} ADDITIONAL PRINCIPAL {$1200.00} TOTAL PAYMENT {$3200.00} whereas the web site 's posted payments indicates the following : Unapplied Funds XX/XX/ {$1200.00} {$0.00} {$0.00} {$0.00} {$1200.00} {$340000.00} Monthly Payment XX/XX/ {$2000.00} {$710.00} {$930.00} {$390.00} {$0.00} {$340000.00} Note that what my payment confirmation indicates as the amount of XXXX for additional principal magically translates into " Unapplied Funds '' when the payment is processed. The same thing happened the prior month. I have attached payment confirmations for my XXXX andXX/XX/XXXX payments.
Company Response:
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, we started making extra principal payments due to a car loan being paid off. We either make 2- {$400.00} payments or 1- {$800.00} payment each month. My Mortgage payment is {$900.00} ( {$890.00} ). On XX/XX/XXXX I checked our Mortgage Statement and in XX/XX/XXXX, Nationstar started mixing up my principal payments and mortgage payments. When I make my principal payments, I go thru their system, and check off " make a principal payment '', so clearly there isn't an issue. I called XXXX and explained to him what is going on. He said he would fix it and it would take 24 hours. So since I am trying to keep track of my balance so I can pay off my mortgage early, I checked after my two payments - one Mortgage, one principal were cleared from my bank at the end of XX/XX/XXXX. To my horror, the payments again were mixed up - the {$800.00} payment was marked as Mortgage and my {$900.00} payment was marked as principal. AND now my statements as far back as XX/XX/XXXX are also all messed up. I called again and the lady said the system always takes in the mortgage first ( and according to my bank statement it did ), but their system did not do it the way she said. It got them backwards. Today, XX/XX/XXXX, I tried to make a principal payment and now their system tells me I need to make a mortgage payment first. Which I did and it cleared my bank on XX/XX/XXXX. To say that I am mad, is an understatement. I just made copied of my bank statement, all of the copies of my mortgage payments, all of my copies of my principal statements plus a copy of my mortgage statement showing them of all of the mixups.
Company Response:
State: MD
Zip: 21136
Submitted Via: Web
Date Sent: 2018-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, after hurricane Irma, I contacted Mr. Cooper to obtain an extension on my loan. My previous experience with and understanding of how loan extensions work is that usually several months payments are pushed to the end of the loan and the interest amount due is added to the principle balance, making those payments come due at loan maturity date. This was my understanding of what was going to transpire when I contacted Mr. Cooper and what the representative at Mr. Cooper led me to believe was going to take place if I met the terms of the agreement. I received a follow-up letter from Mr. Cooper dated XX/XX/XXXX approving my request and confirming our agreement. The letter states that the agreement begins on XX/XX/XXXX and that I am to pay XXXX dollars for the first 2 months, ( XX/XX/XXXX and XX/XX/XXXX ) and then {$250.00} per month for another 2 months ( XX/XX/XXXX and XX/XX/XXXX ). I met the terms of the agreement and made the required payments of {$500.00} on time as stated in this document. Then, inXX/XX/XXXX after this 4 month plan ended I began making my normal monthly payments on the loan. I made XX/XX/XXXX and XX/XX/XXXX but when I sent the XX/XX/XXXX payment in it was refused and refunded to my checking account. It was at this time that I started getting letters demanding the payments in full that I had skipped during the 4 months, and threatening to foreclose and they would not accept any more payments from me. In fact they rejected my XX/XX/XXXXpayment and returned it to my bank account. I have been assigned to numerous account representatives all of whom have been very unresponsive. I finally did speak to someone and was told there was a meeting in XX/XX/XXXX by the management, several months after Mr. Cooper had agreed to assist homeowners, and they had a change of heart on assisting any homeowner that was past due at the time the agreements were made. They also told my daughter the same thing when she called. So, several months after pulling all these homeowners into this forbearance agreement, they decided not to honor the agreements they had made with those homeowners who were past due at the time of offering assistance and that they were going to issue demands for payment of all the funds they had told those homeowners not to pay for 4 months. So, once they pulled them in, got them further behind by deceiving them with these agreements, they then decided to send demand letters and foreclose. These are deceptive, unethical and possibly illegal practices on the part of Mr. Cooper. How can they entice homeowners into not paying their mortgage payment, pulling them further into arrears, enough so that they had grounds for foreclosure? You cant make an agreement then decide several months later in a meeting that you are going to change the terms of those agreements after you led the mortgage holders to believe that they were being offered assistance. I would like Mr. Cooper to do what they told me they were going to do and extend those payments to the end of my loan. You may correspond with me or my daughter.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2018-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage with XXXX, serviced by XXXX XXXX, XXXX was paid in full. I was advised that my escrow account and any overages would be refunded to me within 30 days of this payoff. When I did not receive the funds, I reached out to Nationstar to determine the status of said funds. I was informed by the representative that they had received returned mail on the account. I asked where the funds had been sent to and was told they had been sent to a previous address. I had already provided my new address, but was generally accepting that mistake happen. I provided my new address and was advised to allow 6-10 business days to receive the new checks. After 10 days had passed I had still not received my funds and contacted Nationstar. This time the representative informed me that there had been a stop payment placed on the previous checks, but that no new ones had been sent yet. The representative informed me that he would send them out. I asked if they could be wired into my account. The representative told me that I would need to send a void check with the account number and routing number on it for him to do that and that it would then take 24-48 hours to process. I requested the check from XXXX and it was provided to me. I forwarded the check to the representatives supervisor as I was instructed to do. I then waited. This was on XX/XX/XXXX. On XX/XX/XXXX I had not received any funds, so I reached out to Nationstar. The representative I spoke to informed me that he could see that there was a stop payment requested, but not that the funds had been wired. He informed me that the representative I had spoken with was not there today, but that he would handle my request. The new representative asked me to submit to him my void check and he would begin the wire process. I did so while we were on the phone. On XX/XX/XXXX I still had not received anything, and wanted to make sure the process had been started. I called Nationstar and spoke to another representative who let me know that the wire process had been started this morning and to allow 24-48 hours. That afternoon I received a call from the representative originally responsible for wiring the funds. He advised me that because my mortgage had both my wife and I on it, and the check sent only had my name on it he would be unable to wire the funds to that account. I explained that XXXX, the bank he works for provided that check, my wife is on that account, and that XXXX would not provide me with a void check with both of our names. He explained that he could mail the checks to me. I informed him that these arrangements were not satisfactory and I needed him to do better. He stated that he understood my frustration but could not provide anything more. I then asked for his supervisor. His supervisor stated that he could have the checks overnighted to me. I was satisfied with this, confirmed the address and we terminated the call. On XX/XX/XXXX, I received no checks. On XX/XX/XXXX I received no checks. I called Nationstar. The representative I spoke to this time, provided me with the tracking number for my checks. I looked into this later that evening and determined that while the overnight label had been created and printed, it had never been shipped. I checked again on Saturday XX/XX/XXXX and saw that it still had not been shipped, so again I called Nationstar. I was informed that per their agreement with XXXX the checks would not be picked up until Monday and should make it to me no later than Wednesday. I asked how an overnight delivery has become a week, expressed my dissatisfaction with this process, and explained that had the roles been reversed I would have been charged a late fee, and been told that mail was not a reasonable option to make a payment. I asked the representative what kind of compensation I should expect and was told there was nothing he could do. I asked to speak with his supervisor. The representative placed me on hold and then informed me that there was no supervisor available to take me call. He explained that the manager I had spoken to on XX/XX/XXXX would call me on Monday. I asked to log a formal complaint and was told I could do so online of through fax. I told him that I had attempted to log a complaint online but the website generated an error when I attempted to submit it. He asked if there was anything further he could do, I advised him to make sure that supervisor calls me on Monday.
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2018-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage LLC d/b/a Mr. Cooper has been misapplying payments and reversing them and then reapplying them but causing a higher interest charge than when they were initially scheduled to be applied. On XX/XX/XXXX I made a payment for {$2000.00}, {$1100.00} for my normal monthly payment and {$900.00} for an additional principal only payment. The payments were both reversed and then reapplied. Then the {$900.00} principal only payment was reversed again and then applied to escrow. I then made a {$1500.00} payment on XX/XX/XXXX, {$1100.00} was for my monthly payment with an additional {$400.00} as a principal only payment. The monthly payment was applied XX/XX/XXXX as XXXX to principal, {$520.00} as interest and {$330.00} to escrow. The principal payment of {$400.00} was also applied. Then on the same day both the monthly payment and principal payment were reversed. They were both then reapplied. However, this time the monthly payment was applied with {$260.00} going to principal, {$520.00} going to interest and {$330.00} going to escrow. By them removing and reapplying the payment it lowered the amount I was paying down on my principal and increased their interest earning by {$2.00}, which will be even more over the life of my loan due to the higher balance after this payment. Then, on XX/XX/XXXX I made a payment of {$1700.00}, {$1100.00} to my monthly payment and {$570.00} to principal only. This time the monthly payment was applied with {$270.00} going to principal, {$520.00} going to interest and {$330.00} going to escrow. The {$570.00} payment was applied to principal only. Then again, on the same day these payments were applied, XXXX, they were reversed and then reapplied. This time the monthly payment was applied with {$270.00} going to principal, {$520.00} going to interest and {$330.00} going to escrow. This time the principal and interest difference was {$2.00}, in addition to the added interest I will be charged over the life of the loan. The next time I made a payment was on XX/XX/XXXX, I made a total payment of {$1900.00}, with {$1100.00} for the monthly payment and the remaining {$820.00} going to principal only. This time they applied the entire payment of {$1900.00} to my principal only. I then had to call them and have it corrected. But instead of applying it as I had scheduled it they applied it all to escrow. After contacting them yet another time they reversed the payments from escrow and applied the XXXX payment as {$270.00} to principal, {$520.00} to interest and {$330.00} to escrow. Which I have no doubt caused less to go to principal than it would have if applied correctly the first time. I have no doubt that this is an abusive practice to cause those that are attempting to payoff their mortgage early to pay more interest and have their loan open longer than planned to with the added payments and early payments.
Company Response:
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage ( d/b/a Mr. Cooper ) has cashed all of our insurance checks we received for damage on our home from Hurricane Irma and from plumbing floods. Those checks total {$190000.00}. Nationstar has had the bulk of that money for 6 months, with another {$78000.00} in the last month. They have refused to disburse funds to us, except for {$37000.00} after we had already spent {$90000.00} of our funds. We submitted all the documents they asked for. We have been financing the repairs at 5.75 % using an equity line on another home. The loan to value ratio on the house is less than 50 %. The loan is approximately $ 300K and the value of the house is approximately {$660000.00}. We have spent countless hours on the phone ( mostly on hold ) and have sent faxes and emails and have gotten no response. This is a deliberate plan to hold our money, even after the work is about 75 % complete. They sent an " inspector '' who spent 5 minutes, took a few photos, then demanded I sign a blank form as to the current status of the repairs.
Company Response:
State: FL
Zip: 33156
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was approve to start the refinance process onXX/XX/XXXX. Today on XX/XX/XXXX they notify me that the property is no longer FHA approved and they can not proceed. There was a lack of communication throughout the process. They should have inquired in the beginning of the process rather than towards the end. I've asked them to review my phone conversations and to review lack of transparency from the staff.
Company Response:
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom this may concern, my name is XXXX XXXX. My girlfriend, XXXX XXXX and I live in XXXX, NC. We have a Sale Date on our house on XX/XX/2018. We have asked for and received help from you in the past and regrettably we desperately need help again. Our mortgage servicer, Mr. Cooper, formally Nationstar, although changed their name, is still up to their old tricks. We were hoping when the name changed they might change the way they do business but they continue to be a wolf in sheeps clothing. Our last sale date was on XX/XX/2018 and thanks to your intervention, they postponed it, again. I emailed them yet another RMA package and after following up several times, of course they didnt receive it. I sent a hard copy via Registered Mail. Since they couldnt deny they received that one, they said it would be uploaded in to their system and a loss mitigation specialist would get back to me. I continued to follow-up every 3 or 4 days and after almost 3 weeks they stated it was in their system but now it was too late to get an Underwriter to process the RMA.> Are you kidding me? The same old b.s. and runaround thats been going on for a very long time now. I do everything that is asked from them but their incompetence and seemingly egregious behavior of not wanting to help us by means of a simple loan modification. I know Nationstar received bailout money during the collapse of the mortgage industry and is required by federal law to help people that need help as long as they have enough income to support their house payment, which we can. We have send and resent RMA packages time after time only to be horsed around by being told they didnt receive ; new account managers, incomplete applications, etc. ; the XXXX never ends. I know you folks cant force their hand but maybe if somehow our RMA could get out of the Loss Mitigation Dept. and into the hands of someone in the Corporate Office and finally facilitate a loan modification that we need so badly so we dont lose the home that we love. We would be devastated if we lost this place and would have nowhere to go if that happened. Please help us postpone the sale date of XX/XX/2018. PLEASE HELP!!! XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX
Company Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: NationStar Mortgage XXXX amount is XXXX and does not belong to me.
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A