Date Received: 2018-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: According to Nationstar Mortgage, they have no records of ever showing a Principal Balance of {$87000.00}. In fact Nationstar confirmed that the Loan was originated on XX/XX/2003, with a PRINCIPAL BALANCE of {$100000.00}, and that Nationstar has no records that the original loan amount was $ {$87000.00}. his is associated with Complaint Number # XXXX.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Nationstar c/o CFPB Nationstar Customer Relations Department c/o Mr. Cooper XXXX XXXX XXXX XXXX TX XXXX RE : XXXX XXXX XXXX ( d/b/a ) Mr. Cooper. Mortgage NumberXXXX I request that the current foreclosure action be cancelled and the correct principal balance be corrected immediately. I strongly dispute the increase of the principal mortgage balance that was made on XX/XX/2014, when the principal balance was increased from {$710000.00} to {$920000.00} and eventually increased to {$990000.00}. The original principal balance and the original loan amount is {$670000.00}. The current principal balance is {$320000.00} more than the original loan amount. This is inaccurate and needs to be corrected. The current principal balance should reflect approximately {$670000.00}. We strongly believe that the Chapter XXXX protections that were in place during this period, protected, insulated and stayed any increase in the principal balance and loan amount. .. I request that this increase be reversed immediately and reflected in the modification documentations. Please complete a forensic audit on my mortgage account as soon as possible so the correct principal balance is calculated so I can submit the modification proposal, with the correct principal balance, to my financial team ; my Chapter XXXX attorney ; the Chapter XXXX bankruptcy trustee and court. The current principal balance is not accurate and I believe this is because of miscalculations, and errors, by the multiple servicers who have handled my loan to date. I pray that you will make this adjustment immediately. To reflect the correct current principal balance of {$670000.00}. I request that the current foreclosure action, be cancelled and the correct principal balance be corrected immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Nationstar Mortgage Number -- XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Nationstar c/o CFPB Nationstar Customer Relations Department c/o Mr. Cooper XXXX XXXX XXXX XXXX TX XXXX XXXX : XXXX XXXX XXXX ( d/b/a ) Mr. Cooper. Mortgage NumberXXXX I request that the current foreclosure action be cancelled and the correct principal balance be corrected immediately. I strongly dispute the increase of the principal mortgage balance that was made onXX/XX/2014, when the principal balance was increased from {$710000.00} to {$920000.00} and eventually increased to {$990000.00}. The original principal balance and the original loan amount is {$670000.00}. The current principal balance is {$320000.00} more than the original loan amount. This is inaccurate and needs to be corrected. The current principal balance should reflect approximately {$670000.00}. We strongly believe that the Chapter XXXX protections that were in place during this period, protected, insulated and stayed any increase in the principal balance and loan amount. .. I request that this increase be reversed immediately and reflected in the modification documentations. Please complete a forensic audit on my mortgage account as soon as possible so the correct principal balance is calculated so I can submit the modification proposal, with the correct principal balance, to my financial team ; my Chapter XXXX attorney ; the Chapter XXXX bankruptcy trustee and court. The current principal balance is not accurate and I believe this is because of miscalculations, and errors, by the multiple servicers who have handled my loan to date. I pray that you will make this adjustment immediately. To reflect the correct current principal balance of {$670000.00}. I request that the current foreclosure action, be cancelled and the correct principal balance be corrected immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Nationstar Mortgage Number -- XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been under review for a loan modification with Mr. Cooper and they kept postponing the sale. Several times I was denied for a loan modification and they always used the wrong income or expenses. Many times they would add more expenses than what I had. Recently I was denied on XX/XX/XXXX and never received the denial letter. I called in on XX/XX/XXXX and spoke with a supervisor named XXXX he said he would reopen the case and did not need to fill out a new application ; I only needed to send updated financial information. I sent updated information and around XX/XX/XXXX they told me that the documents were received. When I called back in they told me that the documents were " not '' received and that I had to fill out a whole new packet and re-apply. XXXX informed me that a new packet was sent out for me to fill out. I didn't understand why this was happening. When I asked about the case that was re-opened and about the financial documents that were sent over I was informed by a Mr. Cooper representative that I would be receiving a letter. So I never received a letter, and I never knew if I was denied or if they just closed the file. I called back and asked for the packet to be sent over and nothing was sent over. I sent a new packet but from Mr. Coopers end they kept saying it was not received. I had sent documents before and never had issues with them receiving paperwork in the past. All of this was going on while I was being told that the sale date was on hold. I had a sale date on XX/XX/2018 but they said it was on hold. So as a homeowner when they tell you it's on hold you think that there is no sale date. What I learned later on is that they reactivate the sale date and they didn't care what happened or what was going on despite the file being under review. They reactivated the sale again without written warning or informing me for XX/XX/XXXX and said my home would sell. I was told to file an emergency chapter XXXX and I but didn't have the money to pay an attorney, or how the process works. I ended up going to the court house on my own at XXXX, I started filling out the documents and since there were a lot of people they filed my bankruptcy after XXXX, this is the time my home went back to Mr. Cooper XXXX When I spoke with the foreclosing attorney they said that usually what happens is that they rescind the sale. After the XXXX I went through they said that the sale won't be rescinded despite filing the bankruptcy. I believe they are engaging in fraudulent and deceptive practices for their own financial gain. That review was left in limbo, I never received a denial letter or was not informed if it was closed. They were pushing me to reapply, when there was already a case that was opened by a supervisor. All they needed was financial information. My home should have never been sold and I should be given another opportunity. Lastly, I was told by the bankruptcy court that I would not lose my home because of the bankruptcy.
Company Response:
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Like I highlighted to Nationstar. Under the Florida Hardest Hit Program Loan Proceeds. The HHF Loan proceeds may be advanced by the lender on the Borrowers behalf for the fowlling purpose only. 1. Unemployment Mortgage Assistance Program ( UMAP ) To pay up to twelve monthly installments of principal, interest, and, if required under the terms of the Borrowers First Mortgage Loan, the Mortgage insurance premium and the escrow amount for taxes, insurance and homeowner association fees as applicable ( PITIA ). To not exceed {$24000.00}. 2. Mortgage Loan Reinstatement Program ( MLRP ) to reinstate the loan, that include mortgage insurance, escrow for taxes and insurance and homeowners association fees. Not to exceed {$24000.00}.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Nationstar Mortgage, LLC aka. Mr Cooper Short Sale/Foreclosed on my home while in the process of requesting loan modification ( RMA ). In XXXX of XXXX, I had an accident at home which resulted in severe injuries and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I reached out to Nationstar Mortgage for assistance and of course got the run around so I turned to a Hud approved organization XXXX XXXX XXXX XXXX XXXX in XXXX, Georgia for help to facilitate the application. During that period I received a call from my son that a lady came by to inform me that the property was foreclosed. I called Nationstar Mortgage and spoke to a representative who informed me that she did not see the property foreclosed but I could contact the court house. Because of the time of day, and knowing that the court would be closed, the representative suggested that I contact XXXX XXXX which I did and that representative affirmed that she too did not see the property been foreclosed. The notice that was left by said lady, the property description 4//2.5br did not match my property description 5/3br w/basement. A week and half later, the said lady came back and demanded that my family immediately vacate the property, so once again I contacted Nationstar and this time was told that the property was not foreclosed it was short sale. The representative could not give me the full detail so I was transferred to the document department where I held the line for about 1.5 hours before the line disconnected. I decided to call back the next day and once again told the property was SHORT SALE, the representative even went on to explain the difference short sale and foreclosure when I asked, " What the XXXX does that mean? '' in a state of shock and dismay. I immediately ask to speak to a supervisor, placed on hold for about an hour only to be told that the supervisor would call me back on Saturday, XX/XX/XXXX between XXXX XXXX. I waited to no avail, no one called back. No one bothered to return calls to the advocate at XXXX XXXX XXXX XXXX XXXX after several attempts to reach the appropriate personnel. XXXX XXXX XXXX XXXX and I had a 3 way conversation with a representative from XXXX XXXX who stated that he had call to foreclosure attorney find out what happened to the property, did they foreclosed or was the short sale.At that I could not understand why XXXX had to call the attorney to confirm, because at that time he could not see either transactions. A wrongful Foreclosure, fraud and deception suit has been filed.
Company Response:
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Above, 1. Im writing today to find out THE TRUE amount on this loan, as I have never been told other than what Mr Cooper listed on my new loan and I had asked for a break down. Mr Cooper new loan was to be {$370000.00} at 3.75 % and the second at XXXX to be paid when at end of 40 years or when transferring the condo, for a total of XXXX. At the current time the condo only worth around {$380000.00} or {$390000.00}, making it around {$97000.00} over current value. I understand I signed the new load docs, but it was done under stress to prevent losing my only home. I also asked many time for a break down or proof of what the loan amount were and how they became so high, as the original loan was {$340000.00} back inXX/XX/XXXX. 2. Also I would like to see the original signed notes and all the transfers of this loan, Transfer RIGHTS, to the multiple lien holders, to see if they had or have a LEGAL RIGHT to charge what they wanted and if they truly hold the legal rights to my loan ( original documents, only please ) and the transferred dollar amount, to justify and prove any amount claimed in my new loan, justify the high new loan amounts. 3. I was told and spoke to that of Hemp or Harp ( government loan help ) was a part of helping on this new loan. I dont see any help at all and are the FULLY AWHERE OF THE 2ND LOAN AMOUNT ADDED TO THIS LOAN. Please show any and all government loan help added to help on this loan. Any dollar amount and who was in charge ( contact info ) of the this loan for Harp or Hemp. 4. I paid from XX/XX/XXXX to XX/XX/XXXX ( {$2000.00} a month ) for a total of {>= $1,000,000}, IN PAYMENTS. I only received a Annual Tax and Interest Statement form, stating I ONLY PAID 1. {$9500.00} in mortgage interest and 2. Stats my outstanding mortgage principal was {>= $1,000,000} AS OF XX/XX/XXXX, if thats true why is my loan amount XXXX, WHERE DID THE REST OF MY PAYMENTS OF {$6500.00}, GO AS THEY ARE NOT LISTED OR REDUCED MY LOAN BALANCE, OR NOTED IN MY INTEREST STATEMENTS. I called before and was told, my first 3 payments went to cost etc, but no clear answer was given or information provided, or was it noted on my interest statements. Please see interest statement and all attached payments noted by Mr Cooper since XX/XX/XXXX, Under Payments and Interest. 5. My impound monthly amount is off and Im being charged more than my current tax amount, please provide my right and current amount due. 6. I filled chapter XXXX in XX/XX/XXXXand my paperwork from the courts, show on XXXX XXXX XXXX XXXX # XXXX, the loan was lower to {$200000.00} inXX/XX/XXXX, by the courts. Due to attorneys error the chapter XXXX was changed to Chapter XXXX and non discharged. During that time period who own the note to my condo and who did it transfer to and at what amount, also what credits or charges were added to discounted during that timeSo Im asking for a history of this loan, as it been transfer and changed a lot and no one can seem to give a honest answer or prove the amount I should paid other than, this is it.Sorry not good enough. So in closing I would like to have a full credit of the 3 months applied to my loan, to make my loan current, as I stop paying in XX/XX/XXXX, do due all of the above. I would also like to know why I have a 2nd over {$97000.00}, over the current value, when the load mod and government help was to lower my amount. I would also like a TRUE AND RIGHT cost charges and break down from the original loan amount to current and PROOF of RIGHTS of my loan and showing that the current lenders has the rights and true ownership of my loan, by providing ORIGINAL SIGNED DOUMENTS, TRANSFERS AND ANY DOUMENTS REGURADING MY LOAN. Thank you,
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was absorbed by Mr. Cooper from Nationstar mortgage around XX/XX/XXXX. On XX/XX/XXXX, my mortgage was increased by {$190.00} to fund an escrow account that I did not authorize. While investigating this, I found out that Mr. Cooper had paid my property taxes in XX/XX/XXXX without my approval or consent, and without any escrow account to fund the payment. 5 months later, Mr. Cooper established an escrow account and deducted the cost of my property taxes, leaving me with a negative escrow value. I was not aware of this until XX/XX/XXXX after Mr. Cooper again attempted to pay my property taxes, this time from a negatively funded and unauthorized escrow account. Please note : I had already paid my property taxes as I was unaware Mr. Cooper was attempting this. While trying to resolve the issue, I was informed that I would need to provide proof that Mr. Cooper 's property tax payment was an overage and until that I would be liable for the amount in the escrow account. This is appalling. UPDATE - on XX/XX/XXXX, I received a letter from Mr Cooper acknowledging " Our records indicate that the escrow account, for payment of the property taxes, was established in error. '' They will allow me to close the escrow account and will not charge me for the 2nd tax bill. I am continuing with this complaint believe I believe what I experienced is blatant abuse if not consumer fraud, and because the company did nothing to proactively resolve or prevent the issue for the entirety of the 8 months that it existed.
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar failed to provide proper notification of monthly payment increase, fialed to provide proper notification of annual escrow analysis completion, failed to provide proper notification of increase in autodraft, failed to respond to direct complaint within 30 days, failed to provide explanation of creating escrow cushion at 1/12th which deviates from the RESPA 1/6th ruling, failed to respond to direct question " if the shortage payment is made in full, will that reduce the monthly payment to the previous lower amount? ", and failed to provide a copy of the recorded conversation on XX/XX/XXXX.
Company Response:
State: TN
Zip: 37072
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX my husband and I got a few months behind on our mortgage. Nationstar Mortgage allowed a large payment in XX/XX/XXXX and after that, consistently informed us we needed to pay the entire remaining amount due and that they could not accept partial amounts toward the balance owed. In XX/XX/XXXX I contacted them and received an email on XX/XX/XXXX from representative XXXX XXXX. She provided an amount and a deadline of XX/XX/XXXX to avoid foreclosure. I have the email and will attach it. However, when I called Nationstar for an overnight address a few days later, I was informed by the person on the phone that they had never heard of XXXX XXXX and that my account had, in fact, been sent to foreclosure prior to the receipt of XXXX 's email to me. Soon thereafter we received an eviction notice from our county. Because I had the amount needed, my husband and I applied for reinstatement, which we were able to accomplish and were able to keep our home. The issue I have with this entire process is that a Nationstar representative provided a payment amount and deadline IN WRITING and then Nationstar refused to honor this or even acknowledge that this individual worked for them. The reinstatement amount I had to pay included approximately {$2000.00} in attorney 's fees which I feel Nationstar ( now known as Mr. Cooper ) should reimburse to me.
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A