Date Received: 2018-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please be aware that we have read Mr. Cooper response to complaint # XXXX. We ask that time is allowed to have a housing counselor their legal department and our attorney advised us before signing documents we do not understand and did not agree with the terms, but have read the explanations behind them. Also be advised we do understand time is of the essence as this has gone on for many months, although the last hurricane ( Harvey ) played a role in this delay as well as reassessing our circumstances. As of today 's date, XX/XX/2018 an emergency called was placed to XXXX, a non profit agency working with consumers who are in a financial housing crisis to help collaborate with other housing agency and compare our situation with the modification we were approved for via Mr. Cooper. We expect to have this resolved in less than 10 days.
Company Response:
State: TX
Zip: 770XX
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: To : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, D.C. XXXX Ref : Mortgage with XXXX / Mr.Cooper Mortgage Escrow dispute Date : XX/XX/XXXX To whom it may concern : I am writing to you for your assistance on my existing 20 year mortgage. I originally signed my mortgage loan with XXXX XXXX on XX/XX/XXXX. XXXX XXXX was bought out by XXXX XXXX XXXX which took over my loan. Then in XX/XX/XXXX, XXXX XXXX XXXX sold my mortgage to XXXX, and a few months ago, I was notified that Mr.Cooper ( affiliated with XXXX ) was now my mortgage company. Throughout these changes of mortgage companies, I have never been late or behind in any payments, and presently up to date with mortgage payments, property taxes and insurance payments, and will continue to demonstrate that consistent payment history until all mortgage obligations are completed in XX/XX/XXXX. My originally contracted loan with XXXX XXXX was for me to pay my property taxes directly to my municipal thein N.J. I have done so consistently for the past sixteen ( 16 ) years without any problems. Last month, Mr.Cooper who just took over my loan, decided to start an escrow account, without notifying me of any cause. I strongly objected by calling Mr. Cooper last month, and was told by a customer service agent, to send in my concerns in writing with documentation to a fax # ( XXXX ) XXXX XXXX, which I did on XX/XX/XXXX. I also sent the same letter & documents via XXXX, package # ( see attached ), a few days later. After a week or two of not hearing any reply from Mr. Cooper, I called to follow-up and was given no solution and hung up on the first time, and left on hold the second time for longer than 15 minutes at a time during the conversation. I have included all necessary documents for your review and ask your assistance on this matter. I am asking that they honor the originally contracted agreement, and I continue paying my own property taxes and the escrow be removed. To date, I have paid the first two ( 2 ) QTRs of XX/XX/XXXX. My mortgage will be completed in approximately four ( 4 ) years, XX/XX/XXXX and ask that Mr. Cooper in no way modify or change my contracted mortgage until its completion.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My home is also my office so I routinely pay mortgage with a business checking account. Ive paid it this way for years. I received a letter dated XX/XX/XXXX from Mr. Cooper on XX/XX/XXXX. The letter also included my check for the mortgage payment due on XX/XX/XXXX. They had returned the check to me stating they were unable to identify account information even though I had included a payment stub and also had paid my mortgage using this checking account for years. I paid the installment immediately upon receiving the letter. Unfortunately, it was XX/XX/XXXX and exactly 30 days late at that point. Mr. Cooper reported it 30 days late to credit agencies ( actually two late payments even thought its one in question ) and its preventing me from obtaining a new mortgage. I plead with a XXXX XXXX XXXX via email ( XXXX ) and she refused my request to remove it even after I had proven and she concurred that the payment was received on XX/XX/XXXX. I have documents to support my claims. I believe Mr. Cooper is intentionally attempting to prevent me from being able to refinance my mortgage with another company.
Company Response:
State: SC
Zip: 29605
Submitted Via: Web
Date Sent: 2018-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a VA mortgage loan with XXXX which is serviced through XXXX XXXX. I have an automatic monthly payment set for the mortgage and anything more was to be paid to principal. Any time I try to pay additional principal Nationstar will take that amount and initiate a payment reversal, sometimes even taking additional monthly payments when not scheduled. It is so confusing and I am not sure how much money has gone to principal or interest? There have been as many as 10 transactions in one day, I do believe the bank keeps applying my money to the future interest instead of the existing principal but can not be sure. I have contacted the company on numerous occasions over the past few years trying to put a stop to this practice and to get them to right their wrongs but to no avail. The most recent contact was XX/XX/XXXX at XXXX with " XXXX '' and a few weeks prior with someone named " XXXX XXXX and still nothing?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was recently sold from XXXX to Mr. Cooper. In the past, the mortgage payment was always due on the first of the month with a 16 day grace period. I have always advance ( electronically ) payed my mortgage payment to be delivered on the XXXX of the month. With XXXX, I never received a late fee, as the payment was received during the grace period. As with all my electronic payments, the day my bank transfers the payment is the day the receiving institution credits my account. Except Mr. Cooper. Even though my bank transfers the payment on the XXXX, Mr. Cooper does not credit my account for 2 to 3 days later and subsequently assesses a late fee. To date, they have reversed the late fee each time, but my concern is that they are defrauding other customers by not crediting accounts the same day they receive payment. This appears to be a scam!
Company Response:
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am the victim of predatory lending. Loan is owned by XXXX XXXX XXXX XXXX XXXX Mortgage Loan Asset Backed Certificates, Series 2006 AHL1. Purchased home in XX/XX/XXXX. Mortgage crisis and recession caused reduction in income as a small business owner. Got XXXX loan from XXXX and XXXXXXXX loan from XXXX to purchase a XXXX family home on less than one fourth acre of land. Interest rate was 7.99 ARM and XXXX per month. Entered Forbearance Agreement with XXXX and paid XXXX, then paid XXXX for 5 months. Offered a loan mod with fixed 2 percent. XXXX loan was charged off. Servicer XXXX XXXX XXXX increased 2 percent fixed to 7.99 ARM., charged late fees, and reported late payments and default to credit bureaus until XX/XX/XXXX when Nationstar became servicer. Nationstar refused to take payments to cure and charged late fees, inspection fees, etc. to increase costs. Nationstar threatened foreclosure unless enter into loan mod which required payment of XXXX, 2 percent interest only payments for two years then interest rate returns to 7.99 ARM. Requested rescission. Nationstar returned payments, forwarded a loan mod signed by an assistant secretary and instituted foreclosure. I questioned payment history. Four delinquent payments went to 10, then in one month increased to 51. The default grew with late charges, interest, attorney fees, inspection fees, etc. Foreclosure started. Filed bankruptcy to stop the sheriff sale. Nationstar appraised home at XXXX and provided credit score of XXXX since XXXX, XXXX XXXX XXXX, Nationstar reporting delinquencies due to foreclosure actions since XX/XX/XXXX. Nationstar required trial payments at XXXX for 3 months before modification. Missed court due to Family emergency. Case dismissed so stopped payments until case was reinstated. Made up missed payments but Nationstar did not receive a payment before the end of the month so it rescinded the trial period plan under its standard modification program and said I defaulted. Nationstar told XXXX it was going to offer XXXX as P and I payment but for the default. The court ordered application for mod under its loss mitigation program. I resubmitted application with XXXX 's help. In XX/XX/XXXX paid XXXX for adequate protection payments until Court increased payment to XXXX a montMr. Cooper offered Trial Period Plan under Alternative Modification Program requiring three payments of XXXX before a permanent loan mod. Mr. Cooper reports interest bearing unpaid principal balance post mod is XXXX and will forebear XXXX. Payments are XXXX, home worth XXXX but owe XXXX.
Company Response:
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-31
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Mr Cooper ( Nationstar Mortgage ) misreported my credit info to bureau as a foreclosure on my HARP modification. I have called and emailed them multiple times. They have same response every time, we are working on it ... ... Issue haven't been resolved since three months.
Company Response:
State: IL
Zip: 60016
Submitted Via: Web
Date Sent: 2018-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get a modification on my home loan from Nationstar/Mr. Cooper sinceXX/XX/XXXX. Each time I call to see if the documentation has been received I am told to send it in again, that they have not received it. I have attached with this complaint, the last four letters received from Mr. Cooper. The requested information on the letter datedXX/XX/XXXX which is the current lease agreements for the two apartments I rent in my building, plus the mortgage statement for the other rental property at another address. All I am trying to do is get a modification on the building I have lived in for over 13 years now. The original loan documents as well as the papers where servicing of my loan has been transferred on several occasions, to different servicing companies has still not been provided to me as requested years/months ago. I have also included with this complaint each email I have sent in, that included the documents requested from the loan modification department, since XX/XX/XXXX, along with a Comparative Market Analysis of my area as well. I just want a fair modification on my loan, as I have been paying the high mortgage payment amount each month. The documentation I am uploading on their website along with the emails I have continuously sent in, as well as the packages I have mailed in seem to keep disappearing or not getting to the company. I have also provided the two receipts from the post office indicating I did send documentation to Mr. Cooper as well, on at lease two separate occasions. So I have no choice but to sentd this complaint to the XXXX, CFPB, as well as Mr. Coopers corporate office, complaint office and the loan modification department to receive some assistance with this matter. All I want is a fair modification on this loan and acknowledgment that I have been sending in the requested documents for months. Thanking you in advance for your assistance in this matter.
Company Response:
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Nationstar c/o Office of the Comptroller of Currency 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: XXXXX
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been unable to get any answers, for months, from Mr. Cooper as to why they have not applied my mortgage payments to my loan after a Chapter XXXX hardship discharge. I have never missed a mortgage payment. I have received threatening letters of foreclosure if the current amount of {$5300.00} is not received in full which has caused much anxiety and many sleepless nights. I continue to get the runaround from Mr. Cooper as my loan specialist, XXXX XXXX, acknowledges this is an issue within the bankruptcy department but yet is unable to answer any of my questions. Again, I have been trying to get answers for months but to no avail. Looking over the accounting from Mr. Cooper of posted payments, there is a holding of {$7300.00} on XX/XX/XXXX in unapplied funds which is more than enough to cover the said owed amount with a surplus. Mr. Cooper has stopped applying payments to the balance of my loan and have not applied payments correctly throughout Chapter XXXX. Today I received a foreclosure letter from the attorney representing Mr. Cooper. I can not lose my home due to this lenders error or unwillingness to give me requested information. Mortgage was current when Chapter XXXX was filed, and I was paying direct.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A