Date Received: 2018-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper had bought out my VA Loan from XXXX XXXX. They didn't even have the loan for 90 days and now have decided to sell the loan to XXXX XXXX, they informed me.on XX/XX/XXXX by mail and I have strongly disagreed. I don't agree with XXXX XXXX business practices, nor do I have to and it not only causes me a XXXX percent Veteran a great inconvenience, as we intended to combine loans and make.one payment with Mr. Cooper, with our TXVLB purchase on XX/XX/XXXX, but it also hurts our Credit Score drastically switching hinges companies continuously.
Company Response:
State: TX
Zip: 780XX
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: The Company, Nationstar dba Mr Cooper, offered me a trial modification in XX/XX/XXXX. I accepted and made my first of three payments by phone of {$540.00} in XX/XX/XXXXeven though it wasn't due until XXXX. My second payment due in XXXX was paid on XX/XX/XXXX on-line. I have proof of the cashed check from my bank statement and it posted on XX/XX/XXXX. Mr. Cooper couldn't locate the payment when I called to make the third and final payment and told me the modification had been canceled. After several phone calls they said they still couldn't locate the XXXX payment and the house was in foreclosure. On XX/XX/XXXX, after speaking to the Resolutions Department I faxed the Research Dept. ( fax XXXX ) a copy of the bank statement that showed a payment was made in XXXX in the amount of {$650.00}. The amount is higher because that was the only payment the on-line system would take. Today is XX/XX/XXXXand I have still not heard from Mr. Cooper.
Company Response:
State: CA
Zip: 92646
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: Applying for a mortgage or refinancing an existing 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 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 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: 2018-03-29
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 had a mortgage with XXXX for my home in XXXX, CA XXXX for over 15 years. XXXX sold my loan to Mr. Cooper in XXXX of 2017. We sent in proof of homeowner insurance. Mr. Cooper could not for some reason receive the insurance information. We sent it to Mr. Cooper several times. They acknowledge the receipt on the phone but have not corrected the escrow payments online. They continue to charge me escrow fees and now late fees for the unpaid escrow payments. The company has not sent any notices and my only contact has been from Mr. Cooper representatives when I call in. My credit score has been affected going from XXXX to XXXX! I am at a loss as to how to correct this disastrous situation.
Company Response:
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I send my payments every month on time with {$220.00} extra towards the principal. The payments take over a week to post correctly on my account. Sometime causing a late payment. I started sending payments with tracking numbers, so I can see when they received payments. It always get there a week prior to posting. They do it on purpose so they can hold my money without posting on account for up to a week. I have to spend hours on the phone trying to correct the problem.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar is the servicing bank : has held homeowner in extending processing, and not evaluating documents properly. Homeowner has submitted the XXXX requesting modification. Homeowner has been denied by the service'r when qualified. . Homeowner is formally appealing the denial based on errors in home value, income, DTI and LTV Loan to Values used by the services in the denial of the XXXX application. The servicer ' is discriminating against homeowner claims, in a form of reverse discrimination ; holding the mortgage in extended processing, denying a loan modification while homeowner is qualified, lost documents when homeowner has already provided. . This homeowner, feels that her case has been unfairly treated for the following reasons : 1. No active single point of contact, constantly changing, when calls made to the single point of contact, routine routed to the collection department, never the same contact person. 2. A Single point of contact was assigned ; calls were made to the point of contact : the calls were never returned by the contact. Calls returned were from the collection department and never the same so called : " relationship manager ''. 3. The service'r has held the homeowner in extended process in bad faith, during which the value of property has c for 26 months from XX/XX/XXXX to XX/XX/XXXX. 4. On the most recent XXXX application : all requested documents were provided as requested. Homeowner has confirmation via fax that documents were received by the service 5. Homeowner has made numerous calls ( 20 ) inquiring on status of application, as a foreclosure date has been set XX/XX/XXXX ; calls were routed to next available agent, comments were : A ) wrongfully advised that documents were not submitted, or B ) documents were submitted, or C ) resubmit documents because d, or D ) the foreclosure date is set and homeowner is responsible for not providing the requested documents : these XXXX points are causing a state of confusion and terror to the homeowner. 6. Servicer started a double tracking procedure upon the notice of default. The foreclosure agent was aware of the loan modification in process, and moved forward with the double tracking anyway. This is a clear violation under the National Mortgage Settlement Agreement ; specifically double tracking while homeowner provided all documents under good faith. 7. Homeowner has contacted the foreclosure agent before the foreclosure sale : that the sale was extended to another 30 days. Service'r never advised homeowner of the extended sale date. 9. As of the above CFPB complaint date above, service'r has not advised or confirmation that the foreclosure date of sale is on hold. 10. Homeowner is in a state of fear created by the collection tactics by Service'r and or the foreclosure agent. 11. Homeowner was not advised of their HAMP/Department of Justice modification guidelines or options. 12. Homeowner was not provided the name of the investor as requested. 13. Homeowner was not provided a NPV Net Present Value Report to approve or deny the XXXX application. We formally appeal the loan modification denial. We request that a SPOC Special Point of C '' Contact be assigned to homeowner to assist in the new XXXX application. The homeowner is seeking a workout solution.
Company Response:
State: CA
Zip: 95472
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My mortgage company, Mr. Cooper Mortgage, moved me to a lender forced homeowners insurance policy XXXX XXXX XXXX XXXX ) in XXXX of 2017. I first discovered this a few weeks ago when Mr. Cooper had sold my mortgage to XXXX XXXX. When reviewing my new bill from XXXX XXXX, I noticed that my escrow account had a shortage of {$2700.00}, and my monthly mortgage payment had gone up by {$390.00}. Six months had gone by without me knowing that I was placed in a lender forced homeowners insurance. I contacted my insurance agent at XXXX XXXX and he said nor him or his company had ever received any communication regarding insurance verification from Mr. Cooper Mortgage. XXXX ( my insurance agent ) and I called Mr. Cooper Mortgage company together and a representative from their hazard insurance center stated they made two attempts to call XXXX XXXX to obtain a declaration page and verify my homeowners insurance. Those attempts were apparently made on XX/XX/XXXX and XX/XX/2017. However, XXXX and XXXX XXXX made it very clear that no communication from Mr. Cooper, written or verbal, was ever received. The Mr. Cooper Mortgage rep then stated on a recorded line : We have documentation in our system that states the calls were disconnected. We asked for documentation of the two attempted phone calls and Mr. Cooper Mortgage was not willing to provide it. We also asked if the calls were disconnected, why didnt you try calling back? The rep did not have an answer for us. XXXX further added that nor him or his company would ever verify someones insurance over the phone, that it always has to be done in writing for documentation purposes. And because Mr. Cooper stopped paying my XXXX insurance policy, XXXX dropped my coverage. So unfortunately I cant provide proof of insurance since there was a laps in my coverage. The Mr. Cooper Mortgage rep also stated that a letter was sent to my home to notify me of this change in insurance which I NEVER received. The lender forced insurance they provided me was {$2700.00} annual, which was almost 4 times the amount I was paying for my previous policy through XXXX XXXX. This is price gouging, bad business and Mr. Cooper Mortgage clearly has an interest in moving their customers to their lender forced insurance partner. And both companies happen to be located in XXXX, GA. Mr. Cooper Mortgage made little to no effort to verify my insurance or notify me of my laps in coverage. They are intentional with their poor insurance verification process and are taking advantage of their customers. Now I am stuck with a massive mortgage payment and 6 months of lender forced homeowners insurance that I never authorized or knew about in the first place. I am not an insurance expert, but I know that I am not at fault here. I feel very taken advantage of and wish to file this complaint against Mr. Cooper Mortgage regarding their manipulative business practices.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My current mortgage holder Nationstar d.b.a. Mr. Cooper posted a late payment over 30 days to my credit report for XX/XX/XXXX. I spoke with an account supervisor from Nationstar d.b.a. Mr. Cooper named XXXX and she assured me that while my XX/XX/XXXX payment did post as late, it was not over 30 days late and should not have been posted to my credit report. This is the second time that this company has posted false information to my credit report.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am paralegal in the Consumer Law Program at XXXX XXXX for XXXX XXXX. I have been trying to reach Mr. Cooper XXXX formerly Nationstar Mortgage ) on behalf of a client. Relying on the contact information at https : //www.mrcooper.com/contact_us, I called the customer service contact number, XXXX, to discuss our client 's account on XX/XX/XXXX. The recorded information is in XXXX. There is no option to select another language. After punching # or XXXX several times, I was eventually transferred to a representative who, although greeting me in XXXX, also spoke XXXX. I explained to her what had happened and she told me that she would inform the appropriate Mr. Cooper staff. I tried again calling last week and today, and there is still no information offered in XXXX, so I am unable to assist our client.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I WAS ON A PAYMENT PLAN WITH THE MORTGAGE COMPANY AND WHEN I CALLED TO MAKE MY PAYMENT IN XX/XX/XXXXAND WAS TOLD THAT I DIDNT HAVE TO MAKE THAT PAYMENT BECAUSE BECAUSE THEY WERE GIVING ALL THERE CUSTOMERS 3 6 ARE 12 MONTHS DISASTER FORBEARANCE DUE TO HURRICANE HARVEY. I WAS GIVEN A 6 MONTH FORBEARANCE WITH NO PAYMENT, BUT INFORMED THEM THAT I WOULD PAY XXXX A MONTH INSTEAD OF NOTHING. I WAS TOLD THAT AFTER THE FORBEARANCE THAT I WOLD RESUME THE REGULAR REPAYMENT PLAN ARE THE WOULD EXTEND THE FOREBEARANCE AN ADDITIONAL 6 MONTHS. AT THE END OF THE FOREBEARANCE I CALLED TO MAKE THE PAYMENT AND INQUIRED WHEN WOULD I RESUME THE REPAYMENT PLAN ARE IF THEY WERE GOING TO EXTEND THE FOREBEARAC E. I WAS INFORMED AT THAT TIME THAT NONE OF THAT WOULD HAPPEN, I HAD TO BRING THE LOAN CURRENT, ENTER INTO A NEW REPAYMENT PLAN THAT WOULD DOUBLE ARE BE FORECLOSED ON. I THEN INFORMED THEM OF WHAT I WAS TOLD AND WAS TOLD THAT WHEN THE FOREBEARANCE WAS GIVEN THE INVESTOR DIDNT KNOW WHAT THEY WERE DOING AND THAT THERE WAS NOTHING I COULD DO. I WAS THEN TOLD THEY WOULD GIVE ME A FLEX MODIFICATION, WAS CALLED ON XX/XX/XXXX AND WAS TOLD THE MOD WAS APPROVED AND I WOULD RECEIVE PAPERS IN THE MAIL. ON XX/XX/XXXX I RECEIVED AN EMAIL SAYING THE MOD WAS DENIED. I THEN NOTIFIED THE LENDER ONXX/XX/XXXXAND WAS TOLD THEY DIDN'T KNOW WHAT I WAS TALKING ABOUT AND THAT IT WAS A FRAUDAUNT CALL. I AM SO CONFUSED, BECAUSE THE CALL DID COME FROM THEM AND I CALLED THEM BACK ON THE SAME NUMBER THEY CALLED ME FROM. THEY FINALLY SAID THEY CALLED ME, BUT SPOKE WITH AN ANSWERING MACHINE. NO, YOU SPOKE WITH ME. I WAS THEN CALLED BY ANOTHER REP AND WAS TOLD THEY HAD USED THE WRONG APPRAISED VALUE TO DO THE MOD AND THEY HAD COME UP WITH ANOTHER VALUE, BUT I HAD TO PAY XXXX FOR AN APPRAISAL TO GET THAT OTHER VALUE, BUT WAS TOLD THEY MAYNOT USE THAT VALUE. WHY TELL ME THAT THEN. I WAS THEN TOLD THEY WOULD SEND A NEW MODIFICATION PACKGAGE OUT FOR ME TO FILL OUT TO DO A DIFFERENT TYPE OF MOD AND AS OF TODAY XX/XX/XXXX I STILL HAVE NOT RECEIVED IT. REACHED OUT TO THE LENDER AGAIN INREGARDS TO THE MOD PACKGAGE AND WAS TOLD BY A REP THAT WAS NOT AN OPTION FOR ME. REACHED OUT TO FREDDIE MAC THE INVESTOR AND WQAS TOLD THEY WOULD REACH OUT TO THE SERVICER TO GET ME A PACKGAGE OUT. THESE PEOPLE ARE SO RUDE AND NOONE KNOWS WHAT THEY ARE DOING AND EACH STORY IS DIFFERENT. PLEASE HELP ME, I DONT WANT TO LOSE MY HOME, ALL I NEED IS ASSISTANCE FROM THEM TO MODIFY MY LOAN AS PROMISED IN THE BEGINNING
Company Response:
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A