Date Received: 2018-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/2018 and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/2018 and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. Thank you.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2018-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After I have rejected offers from Mr. Cooper ( Nationstar ) to refinance my mortgage, multiple times, they have now resorted to retaliatory tactics. They refused to process my XXXX payment on XX/XX/18 ( I have evidence that I scheduled the payment and they acknowledged it ). I received an alarming text message on XX/XX/18 indicating that my payment was now late and offered options to pay it. I have NEVER MISSED OR MADE A LATE PAYMENT ON THIS ACCOUNT AS MY CREDIT HISTORY INDICATES! I immediately called Mr. Cooper and spoke with a representative who first said the payment was reversed because the bank account rejected the ACH. I confirmed for her that the bank had not rejected the payment because the funds for more than sufficient to cover the payment. She then said that the note on the account said that the bank account was not valid. I have evidence that this is the same bank account that Mr. Cooper has debited several prior payments fromwithout issue. I became irate and told her that this had better not impact my credit because I have done exactly what I was supposed to do and had made my payment on time using the same method as I had done for recent payments. The representative said that it would impact my credit because my payment was now late. She then asked me if there was a homeowners association and if my dues were current because the HOA could foreclose on my home. WHY IS SHE EVEN TALKING TO ME ABOUT FORECLOSURE?! And whos ever heard of an HOA foreclosing on a home?! At that point I knew exactly what they were attempting to do. I took actions to thwart their obvious attempt to put me in a position that would allow them to accelerate foreclosure on my home or bully me into refinancing my home with a NLMS who has a reputation and documented history of these types of activities. I posted not only my XXXX payment ( for a 3rd time, from a different bank account-XXXX ) on XX/XX/18, I also on Monday, XX/XX/18, posted my XXXX payment from my XXXX bank account. That same day, I made an inquiry with XXXX XXXX XXXX XXXX. I asked if the mortgage payment had been declined. The bank representative gave me an activity printout and it did not show that the draft had ever been presented for payment as it had in previous months. I have the printout. On yesterday, XX/XX/18, I checked my credit report and Nationstar has indeed flagged my account as delinquent, 30 days past due.
Company Response:
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2018-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY CITY TAX WENT UP {$17.00}. and change I sent Mr.copper mortgage holder escrow money. {$470.00} and a addn ai XXXX dollars to add to my escrow, so as to keep my payments .at {$510.00}, calling them at lest 6 time.they told me that the co.mr cooper was a debt collector and a mortgage company.XXXX XXXX SOLD MY LOAN TO MR.COPPER.unknown to many i think they use to be called anyhow can you call them and check it out.help no. is XXXX
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was behind XX/XX/XXXX payment as i was told by a representative to miss a payment in order to apply for mortgage assistance. I then mailed a payment in of {$1000.00} in XX/XX/XXXX which was confirmed and received. I then mailed a payment of {$700.00} in on XX/XX/XXXX which was confirmed and received. I was advised that the payment sent in XX/XX/XXXX was credited to my XX/XX/XXXX payment. I received a trial modification on XX/XX/XXXX I made all payments and in XX/XX/XXXX i was advised that the final modification was mailed out to me in which i never received the documents. I continued to make payments on the mortgage and never received word that the lender removed me from modification review for not signing the modification documents. I was not made aware of lender not receiving documents as lender did not correspond anything with me until XX/XX/XXXX when i received documents stating NOTICE OF DEFAULT. I began to worry. I have placed several calls to lender to advise that i never received any documents. Lender advised me that they sent the documents to XXXX XXXX who previously represented me back in XX/XX/XXXX. In which the law office is closed and no longer represents me. I have sent in several documents stating XXXX XXXX does not represent me. I have been attempting to get the final modification documents from lender but every time i speak with someone i get the run around passed from department to department. I need some assistance with this situation. I have mailed in a letter of error to lender and yet i am still not getting any resolution. Also, i just made the payment of {$900.00} which was advised by the representative ( XXXX ).
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Mr Cooper has messed up my VA loan. They started charging me for property taxes even though I am exempt from property taxes. It messed up my escrow and they started charging {$500.00} extra. Now they are saying I am behind and have totally messed up my payments and credits score.
Company Response:
State: TX
Zip: 78233
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan is for 8.75 % and I was paying it on time for a number of years until the economy took a dive. I asked several times to be refinanced and they said no. I have asked many times for some help with HARP and they said no. Can you please see what is going on? They kept adding charges which is now over {$19000.00} which will prevent me from ever catching up when I am only 1 payment behind. They are charging me {$15.00} a week for someone to driveby and take pictures. It adds up quickly.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/2018 mr cooper reported delinquent account for my mortgage that was placed in a loan modified /fed govt plan. On or about XX/XX/XXXX i discovered that this had happened when applying for a mortgage. I contacted the bank and made them aware of the problem on XX/XX/XXXX. At that time i was made aware by them that they had made a mistake by reporting my loan 90 days late which has prevented me from getting my new mortgage. Person at the time XXXX her Id XXXX was the one that confirmed this and told me that she would expedite this to get it quickly resolved, gave me a XXXX number for reference and told me that i would get a letter. I received the letter a few days later explaining that it would be resolved within 30 days but normally quicker that that! Called XX/XX/XXXX talked to XXXX XXXX Id number. And he said that he saw that it was in the system but they were so backed up that it would take a little longer. He also said that the second letter had been sent to me in which it never came. I in the mean time am not able to attain a mortgage because of their inaccurate reporting. Hurricane Irma was the reason for the modification i wanted one month and the bank said hey you only get one shot at this you might as well take the 3 months to be safe. I was assured and had called repeatedly that there was no effect on my credit. I have read complaints and am not the only person that they have ruined their credit because of the XXXX XXXX. Please help me
Company Response:
State: FL
Zip: 33967
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We had mortgage XXXX with Mr Cooper ( formerly NationStar ) and we closed it two months back. Now we are trying to get a home but our credit reports still show that loan as open and it is preventing us from getting a new loan. We called them to address the problem but instead of fixing right there, they offered us to send an e-mail to one of their departments. We also sent a message to their support team, but we are still to hear from them. We appreciate any help you can bring about this issue. Thanks, XXXX XXXX
Company Response:
State: CA
Zip: 94303
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - I contacted Mr. Cooper and spoke to a friendly woman who seemed concerned about the situation and confirmed that Mr. Cooper does have a disaster assistance plan in place that I qualified for. She stated that I would be granted a three ( 3 ) month grace period of not making any mortgage payment and that those payments, although would not disappear, would be tacked on to the end of my mortgage. Since I had already paid my XX/XX/XXXX payment, Id be able to skip XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and my next payment would be my regular mortgage payment due XX/XX/XXXX. We spoke at length on 2 separate occasions as I wanted to be completely sure I understood. I agreed to these terms and she stated she would send me an email outlining the disaster assistance plan, which she did, and that there was nothing more I needed to do. XX/XX/XXXX - I contacted Mr. Copper and spoke to a gentleman because I had received a statement saying I owed a past due balance and I didnt understand why. I explained to him that I was in the middle of the disaster assistance plan and that I should not owe a payment until XX/XX/XXXX. He checked my account and confirmed my statements. He stated the statement was sent in error and it appeared, our computer system hadnt caught up yet, is why I had received the inaccurate statement and to give it some time. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I contacted Mr. Cooper again. I was getting concerned because I was still receiving statements saying I owed a past due balance and I thought it had been more than enough time for the computer to catch up. I spoke to a gentleman who gave me some very confusing information. He claimed the disaster assistance plan I was describing did not exist. I was baffled and told him to review my account that I definitely signed up for this back in XX/XX/XXXX. He continued with his claim that there was no such thing. He told me the only way to correct the situation now would be to modify my mortgage. I was upset, I told him that I did not want to modify my mortgage and there that had to be a manager there that could give me more accurate information. He ignored my requests to speak to a manager and proceeded to say he will send me the info for a modification. XX/XX/XXXX-XX/XX/XXXX - Left several messages for my dedicated loan specialist, never received a call back. XX/XX/XXXX - Received a call from Mr. Copper. Spoke to a female who clearly appeared to be a bill collector. Even though I explained my story and that this was a situation that I was currently trying to resolve, she requested payment. I requested to speak to a manager several times, until she finally agreed. I was put on hold for 10 mins, she came back to the line and told me to hold longer, after holding for an additional 10 mins, the call was disconnected. I never spoke to a manager. XX/XX/XXXX - Received a call from Mr. Cooper. Spoke to a gentleman who states that he saw that I was requesting a modification. I told him that was absolutely false. I again, explained the situation and was growing increasingly upset that nothing was being done. Id spoken to several associates at Mr. Cooper and Ive been given multiple contradicting responses and that I wanted straight answers and a resolution. He began to research my account and for the 1st time since the beginning of this ordeal, 7 month later, I was told there was some kind of computer glitch with my disaster assistance application, and it was never completed. I was beyond upset that in all the phone calls and different people I spoke too, I was NEVER told this. I had no idea that there was ever a problem with my disaster assistance application, and I received NO notification from Mr. Copper in regards to this. He assured me that this could be corrected ( although he didnt explain how ) and that he was going to put some stuff in the computer that would fix this situation. XX/XX/XXXX - Received a call from another Mr. Cooper rep, this gentleman was again a bill collector. I explained my situation again, but told him the last man I spoke to vowed to fix it. He told me, upon reviewing my account, that the my disaster assistance application had been rejected because something was not done correctly on their end with the application. I told him that was fine and dandy but none of this was my fault and that Mr. Cooper needed to correct this error, not me. He tried to enroll me in a repayment plan where Id have to pay extra money on top of my regular payment for six ( 6 ) months in order to cover the 3 payments missed while I was supposed to be enrolled in the disaster assistance plan. I explained to him that this was absurd. None of this was my fault and I was completely unaware there was even a problem. Even when I called and inquired about the past due balance I was never told there was a problem with my disaster assistance plan. I explained to him that something that was supposed to be a helpful initiative from Mr. Cooper was turning into a disaster itself. My credit score has been inappropriately negatively affected by this whole misunderstanding, which subsequently caused an increase in my credit card interest rates and Mr. Cooper has yet to assume any responsibility of their mistake. Up until this, Ive never had any problems with missed payments and have held up to my terms of the loan agreement. As a corporation they have a responsibility to do right by its customers, if a problem occurred on their behalf, then they need to correct it, not me. I feel like they believe they can bully me into fixing this situation by not addressing the real issue and just having bill collectors constantly contacting me for repayment, and continuing to make bad remarks on my credit score. He then made the recommendation that I contact the research department in writing to launch an official investigation, which I did. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I made my regular monthly payment, as agreed. XX/XX/XXXX - I received a letter from Mr. Cooper stating that they reviewed my account and they confirmed that an error occurred in the disaster forbearance plan and it was not finalized back in XX/XX/XXXX. The letter goes on the state that the forbearance plan allow customers to pay a reduced payment for a three month, and then full reinstatement was expected at the end. This was not what was discussed with me in my original phone conversation, nor was I ever made aware at any time in the last seven months that there was a problem with my application in the disaster forbearance plan. The letter also states that they confirmed that no negative payment history was reported to my credit bureau between XX/XX/XXXX and XX/XX/XXXX. But at the time when I called I was already paid through XX/XX/XXXX. I have subsequently found out that they did report that I was delinquent on my account for 60 days. The letter states that since I am not interested in the loan modification my only options are to pay the total delinquent amount in full or to enroll in a repayment plan in order to pay the amount over time period. XX/XX/XXXX - I received a call from Mr. Cooper telling me, congratulations youve been approved for your loan modification. I was upset I told him I never applied for a loan modification. They insisted on giving me the details of the loan modification even though I continue to tell them that that was not something that I agreed too. XX/XX/XXXX - I called Mr. Cooper and spoke with XXXX, the person whose name was on the letter I received and inquired as to why they were calling me saying I was approved for a loan modification that I never applied for. She basically told me that this was the only way to resolve the problem and not be in jeopardy of losing my home. I felt helpless, I felt like I was being bullied into a situation that I did not want. But it I did not want to lose my home so I reluctantly agreed to a loan modification. XX/XX/XXXX - I made my first trial payment towards my loan modification. XX/XX/XXXX - Still feeling uneasy about the entire situation I contacted another mortgage company in an attempt to find out what options I had to get away from Mr. Cooper entirely. I inquired about it and HARP l still feeling uneasy about the entire situation I contacted another mortgage company in attempt to find out what options I had to get away from Mr. Cooper entirely. I inquired about it and HARP loan. The representative I spoke to pulled my credit report and saying I did not qualify for that type of loan because Mr. Cooper had reported that was delinquent on my account to my credit bureau. Even though since the beginning of this ordeal I never missed one single payment. XX/XX/XXXX - I left a message for XXXX in regards to the in accuracy is on her letter and the negative payment history that was falsely reported to my credit bureau. Did not receive a call back. I left a message for XXXX in regards to the in accuracy on her letter and the negative payment history that was falsely reported to my credit bureau. Did not receive a call back. XX/XX/XXXX - I left another message for XXXX requesting a callback. Still havent received a callback.
Company Response:
State: FL
Zip: 33406
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have several issues with Mr Cooper aka Nationstar Mortgage. I am currently having an issue obtaining payment assistance due to unemployment. I was approved for an unemployment plan for {$500.00} a month for 6 months with XXXX XXXX in XX/XX/XXXX with a first payment due XX/XX/XXXX. I made the first payment then a week later was told my modification was rejected. After several calls and voice messages I spoke to someone last week and they stated they would send for research and call me back in 72 hours. I never received a call but got several other letters stating my modification was rejected and that I was unable to be approved for any other modifications due to 3 or more modifications. I have only had one modification to my knowledge. I spoke with a representative XXXX XXXX today who stated he would send my information for review again as he doesnt see where I have had 3 modifications either. He also stated that the reason why the payment plan was rejected was that XXXX XXXX did not offer it and it was approved in error. Please help, I do not want my home to be foreclosed.
Company Response:
State: VA
Zip: 23225
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A