Date Received: 2018-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We began the loan modification waterfall process in XX/XX/XXXX. Since this is an FHA file, we were aware that we would need to go through loan mod before moving into short sale. We placed the property on the market and began the process while searching for a buyer. In early XX/XX/XXXX, we were told that the loan mod had been declined and we were moving into short sale. The same day, I initiated the file in XXXX. An appraiser contacted my office for access and said he was sent there by Mr. Cooper. I mentioned this to our representative and she denied that the appraiser was sent and said that the FHA was taking " 15+ days for a response. '' It has now been 42 days since she sent the file to HUD and I am concerned if anyone is actually working this file. The client also regularly logs in to his Mr. Cooper account and says his account still has no information regarding the short sale. There has been no real movement on this file and I would hate to lose such a patient buyer.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are homeowners who were paying our mortgage religiously every month for over 12 years {$1200.00} a month. Then, Nationstar Mortgage ( NSM ) bought our loan and increased the payment to {$1900.00} a month. The increase amount was not in our budget so we called the company for a loan modification. This is when our American dream turned to a nightmare. We are filing a complaint based on illegal representation of loan modification procedures and omissions of NSM, now Mr. Cooper. Our family has not been awarded / granted a loan modification although we have tried. NSM took too long to finalize our file and now we are facing foreclosure. We would have made our payment only if we have received the approval letter and confirmation of future payments. We never received the final notice, we found out when we did not hear from them, and we decided to call them. When we made our inquiry with NSM, as to why we were not informed, we were told that we had to start the process all over again. This negligence has led to further disarray and miscommunication between the loan documentation department. We were then instructed to wait for approval one more time and to complete another application. RIGHT NOW, WE NEED TO SAVE OUR HOME on XXXX XXXX XXXX XXXX XXXX, Florida XXXX. On XX/XX/XXXX, we have a hearing for FORECLOSURE. I beg you to help with canceling foreclosure and finalize the modification. I got in touch with an HUD agency to help us with counseling and a solution on our own. I want a review of our loan modification ; please help our family save our home. Important dates : XX/XX/XXXX- Mortgage payment increased to {$2000.00} we called to do a modification and after hours spent on the phone and many papers faxed and sent by mail ; we never got the letter for approval. we called and XXXX XXXX from NSM told us that we had to start all over again because we did not responded to the approval that by the way we never received. XX/XX/XXXX-XX/XX/XXXX Second modification was done but we were told by our broker, XXXX XXXX XXXX, XXXX and Attorney XXXX XXXX not to pay because we were not guarantee the future monthly payment and that NSM could keep that money and not decline the loan modification. We were scammed by XXXX XXXX and Attorney XXXX XXXX,. as you can see in the court papers, they never responded to the court. They made us signed the deed of the house, rented our house and kept the money for more than six months. After that we hired Attorney XXXX XXXX XXXX to defend us and XXXX to deal with the application for modification. XXXX did not include my income and the modification was denied for lack of income. He said that because my name was not in the loan ; it was okay not to add my income and only use my husband 's income. We are now facing a day in court and we do not know what to do. We contacted XXXX XXXX XXXX and have an appointment for counseling next week. ( see attachment information ) We attached the court case for dates and information
Company Response:
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2018-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage and applied with my servicer Mr.Cooper for help. I hired an attorney to help me with the process. I was approved for a loan modification trial and I paid all of my trial payments on time. My last trial payment was due in XX/XX/XXXX. I have not received my final documents. My attorney called Mr. Cooper and they are telling us that they mailed out my paperwork to the wrong address for the law office. My attorney advised them of the CORRECT address, however stupid Mr. Cooper says my attorney has to send them in writing a letter stating the address THEY have incorrectly on file is not correct. Otherwise they say they will not give me my final mod documents and I will lose my house! So I have to pay my attorney to correct Mr. Coopers error. My attorney advised Mr. Cooper we have never given them that incorrect address and all of the paperwork they sent in, including the authorization, had the correct address. Mr. Cooper then agreed to mail out a new set of my final paperwork to the correct address based on them looking at all the paperwork my attorney sent in had the correct address. Mr. Cooper said they would do that as a favo??? But still demanded my attorney to send them in a letter advising them of their error. This all occurred on XX/XX/XXXX and as of today I still do not have my final documents. My attorney called again today and Mr. Cooper hung up on him. He was asking why the paperwork didn't go out. The rep said they were waiting for the letter. My attorney asked for a manager as that was not the agreement and he had called on XX/XX/XXXX and Mr. Cooper at that time told my attorney the documents already went out. My lawyer nor myself has ever received any call from Mr. Cooper during this time. They never called to ask if I had received the final paperwork. They were just going to let my loan mod cancel out then take my home! Shame on Mr . Cooper!!!!!
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2018-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and I have a mortgage loan with Mr Cooper I recently changed my insurance company and my insurance company forwarded the invoice with the premium amount of {$2000.00} to them in return my mortgage company sent a check for {$2800.00} to them which is higher than the premium they demanded. My insurance company returned the check back for {$2800.00} to them. My mortgage company for the second time sent another check for {$2800.00} still higher than the initial demand my insurance company requested for. The consequence of this is that my mortgage company increased my monthly mortgage payment from {$1500.00} to {$1500.00} after they did their escrow analysis based on the increased premium they paid to my insurance company on their own error they made twice. They say they would decrease my monthly payment after they receive the difference in refund from the insurance company. The question at this stage is why should I bear the brunt based on their error? Why did they not do the analysis based on the normal premium of {$2000.00} and {$2100.00} for their own error. I think this is unprofessional and unethical.I spoke to one XXXX a supervisor and she stood on their ground that I would pay that increased premium until they get the difference in refund. I think I am being taken advantage of because I have their money
Company Response:
State: OK
Zip: 73162
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my credit pulled to purchase a new home and my current servicer, Nationstar/Mr Cooper has not reported my mortgage to the 3 major credit bureaus since last XXXX and the last payment they reported was 30 days late which is inaccurate and I have called and tried to discuss and have corrected and have not had any luck. I have called numerous times to try and get them to report my mortgage to the bureaus and even done a conference call with the company that pulled my credit and have had no luck. I am at their mercy to close on my new home as the lender needs the mortgage reporting and reported accurately.
Company Response:
State: TX
Zip: 791XX
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We live in Florida and had to evacuate for Hurricane Irma. Our area was declared a disaster zone and we were told that mortgage companies were required by the federal government to give us a 90 day grace period on our mortgage payments because of that. We contacted our lender, Mr. Cooper, and they confirmed that this program was available to us. They immediately put us in some kind of forbearance/deferment which they confirmed in writing. At the end of the 90 days, they declared us in default and demanded immediate payment of three months ' worth of mortgage payments. We contacted them and they're saying that we have to apply for refinancing. In other words, they're not moving the three payments we were given grace for to the end of the loan. It doesn't make sense that they would expect us to have all three payments available since the whole purpose behind this program was to compensate for the fact that we weren't able to work while our area recovered. We've talked to Mr. Cooper several times and they're refusing to work with us outside of forcing us to refinance. They've accepted several payments from us, but they're still forcing the issue. We don't think this is just or in the spirit of the law. It sounds like a scheme to try to take our house.
Company Response:
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: see # XXXX, base on our last communication with Nation Star dba/Mr. Cooper we regret to inform all parties involved that a resolution as NOT been reached. We have requested an appeal of the interest rate of 6.875 %. As of XX/XX/2018 this company has failed to do anything to assist us, besides answering the complaints. Regarding modifying our mortgage, the past due payments were placed at the end of the mortgage, increasing our loan balance. I received a call from a XXXX on XX/XX/2018 @ XXXX, responding to the modification returned unsigned. We have requested an appeal. This must be acknowledged. This person I spoke with sounded more like a trained collector. Nation Star or Mr. Cooper employees are not properly trained to address the dynamics of a mortgage, escrow, insurance, interest rates, etc. We were told that our interest rate could not be lowered, no explanation was given as to why. Each time we call, we are getting multiple representatives from various backgrounds and skills levels. Our POC is a person whose first language is apparently not XXXX, which is an insult to us. The person calling today name XXXX, did not share with me his position nor provide a last name. We regret being treated as second-class low-income citizens from a third world country. Modification documents were sent back unsigned, this was not a mistake.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MrCooper XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX The homeowner recently called in to MrCooper and was told on a recorded phone call to do a short sale. The homeowner immediately listed the property and the listing agent procured an offer. Now that we are trying to start the short sale in XXXX we are being told that MrCooper never had any intention of entertaining a short sale. **If you had no intention of reviewing for a short sale why was the homeowner lied to? **In Addition -- -- Prior to the homeowner calling in, neither the homeowner nor their attorney received any notification from MrCooper of foreclosure avoidance options. If you are going to tell someone on a recorded line to submit a short sale package, never communicate regarding foreclosure avoidance options, WHY are you denying them for a short sale BEFORE YOU HAVE EVEN LOOKED AT THE OFFER??? **MrCooper was very clear with what they wanted as far as submission for a short sale for this homeowner, therefore the homeowner did not misunderstand anything at all. I want the file reviewed for a short sale LIKE THE HOMEOWNER WAS TOLD WOULD HAPPEN.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We, as husband and wife, have had no choice but to recently, on XX/XX/XXXX, file a civil complaint in the Superior Court of California for the County of XXXX, as Plaintiffs in Pro Per, a Verified Complaint to XXXX XXXX XXXX Complaint after failing to obtain required information and debt validation we have repeatedly requested as required from Nationstar Mortgage LLC and the law firm XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ), who are entities that are self-stated debt-collector and mortgage servicer and self-stated substituted trustee of a deed of trust respectively. Both these entities have been filing and have filed multiple recorded documents into our County of XXXX public records under our names and against our real property which is our primary dwelling and principal residence which we occupy and have occupied for 30 continual years. On XX/XX/XXXX Nationstar Mortgage LLC received in hand, by XXXX Overnight Delivery ( proof attached ) our formal Notice of Error/Request for Information letter ( XXXX ), invoking 12 C.F.R. 1024.35 RESPA amended. We have gotten NO acknowledgement of receipt from Nationstar to date, as per the statute, resulting in a violation of timely acknowledgment in writing from a mortgage-servicer and debt-collector under RESPA 12 C.F.R. 1024.35 AS AMENDED. This entire NOE/RFI letter and all attachments was copied to the Substituted Trustee XXXX XXXX XXXX XXXX as well. We have proof of receipt by XXXX Overnight Delivery to all recipients as of the morning of XX/XX/2018. See attached our letter to Nationstar pointing out their untimely non-response in violation. We resent our entire original XXXX letter with our most recent notice to Nationstar of their non-compliance with timely acknowledgement of receipt. The filing of our XXXX Complaint two hours prior to the sale on XXXX XXXX successfully stopped the sale ; but XXXX XXXX XXXX XXXX, substituted trustee, postponed the sale only one week to XXXX XXXX, 2018 ; even with proof of active litigation. We were then informed by phone at the last minute that parties postponed to XX/XX/2018 which is upon us. There is an imminent foreclosure and trustees sale scheduled for Thursday XX/XX/2018 at XXXX XXXX, even while litigation is pending, which would cause unjust and irreparable harm, before any trial or discovery would have had time to ensue that could prove or disprove these parties even have any lawful right to conduct such a foreclosure sale and dispossess us of our only home and dwelling. Attached please find our formal Notice of Error ( NOE ) and Request for Information ( RFI ) by XXXX Overnight Delivery ( proof attached ) to Nationstar Mortgage LLC and copied to XXXX XXXX XXXX XXXX. Our verified complaint for quiet title is aimed at simply calling into the court a true current owner of a debt charged against us and for the true injured party to thereby appear, prove its standing, prove its injury and extent of its injury. Note : Nationstar Mortgage XXXX recently added the designation d/b/a/ Mr. Cooper XXXX its name. We will be amending our XXXX XXXX XXXX to add this name as an additional Defendant, i.e. to be added to list of Defendants is : Nationstar Mortgage XXXX d/b/a/ Mr. Cooper XXXX At this time the publicly recorded Notices of Default and Notices of Trustee Sale against us, filed by the XXXX XXXX XXXX XXXX law firm omit the additional designation d/b/a Mr. Cooper in the name of their alleged authority instructed them as its appointed substituted trustee. We appeal to the consumer protection laws and the scrutiny of the Consumer Financial Protection Bureau to provide oversight as to this self-stated mortgage-servicer Nationstar Mortgage LLCs meaningful reply and substantive corrections BEFORE presiding over any and all directives to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX entity to proceed with a foreclosure credit-bid auction and trustee sale of our home without either party providing any Power of Attorney document nor any other validation or proof whatsoever that it represents an entity BY ANY NAME, the discrepancies of names filed between these both debt-collectors notwithstanding, naming an alleged entity who owns a debt charged against us and secured by our home and property. Neither has any such entity, whose name allegedly starts off XXXX XXXX XXXX XXXX as Trustee .... OR contradictorily by one of these debt collectors, the name allegedly starts off Nationstar Mortgage LLC, as Attorney-in-Fact-For XXXX XXXX XXXX XXXX as Trustee .... has in fact made any claim against us, in either name, directly from itself as Principle and True Beneficiary, and not merely through unproven self-stated agents ; which would result in grave injury to us and our family and subject to amendment to our civil complaint for damages to the fullest extent of the law. Both Nationstar Mortgage LLC / Nationstar Mortgage LLC dba Mr. Cooper and XXXX XXXX XXXX XXXX should both be investigated for attempting to evade the requirements of our Notice of Error letter under 12 C.F.R. 1024.35 RESPA as amended and first provide their required meaningful response making any substantive corrections to bring them into lawful compliance with such an extreme injury they threaten to undertake against us ; in light of our active litigation and all we allege therein. We invoke the CFPB to scrutinize this dispute and the unwillingness of these entities to engage in Alternative Dispute Resolution in any voluntary manner with us ; and to task the CFPB with due scrutiny and oversight that we are in fact engaged in active litigation in our courts of law which should be allowed to proceed to trial and discovery before parties be allowed to schedule and attempt in any manner a NON-JUDICIAL irreparably harmful foreclosure against us. There are fatal defects of their several publicly recorded documents and other writings and filings into the public record. There has been no appearance or claim made by any injured party and owner of a debt charged against us there have only been claims of indebtedness and threats of foreclosure brought by third party debt-collectors subject to the FDCPA ( Fair Debt Collections Practices Act ) and other governing law. We therefore invoke all our lawful rights and consumer protections by law and respectfully request that the CFPB track and investigate our complaint and the specific errors and disputed assertions described in our attached NOE letter below. The entity XXXX BAXXXX, XXXX. as well as its parent company XXXX XXXX have informed us that they have ZERO KNOWLEDGE of our loan-level data pertaining to just our loan, nor do they seem to have any knowledge of the document filings conducted in their names under an entity name put forth by Nationstar Mortgage LLC as XXXX XXXX XXXX XXXX, AS TRUSTEE FOR THE CERTIFICATE HOLDERS OF XXXX XXXX XXXX XXXX XXXX PASS-THROUGH CERTIFICATES SERIES 2007-7. Curiously, as well as highly suspect of inaccuracy and a failure to establish lawful standing and authority, is the name of the entity put forth by XXXX XXXX XXXX XXXX XXXX XXXX XXXX as the alleged owner of the debt and note, i.e. CONTRADICTING NATIONSTAR, the servicer, XXXX & XXXX XXXX states that they are authorized for and collecting for NATIONSTAR MORTGAGE LLC, AS ATTORNEY-IN-FACT FOR XXXX BANK, XXXX XXXX, AS TRUSTEE FOR THE CERTIFICATE HOLDERS OF XXXX XXXX XXXX XXXX XXXX PASS-THROUGH CERTIFICATES SERIES 2007-7. [ Underline emphasis added ]. Finally, we are in California a non-judicial foreclosure state : We object in principle to this state of affairs i.e. that it is legal for dwellers of their principle-residence property to be dispossessed of shelter home and real property without due process to parties who may in fact lack any proof of standing or authority to conduct or benefit from such a foreclosure. We have challenged the standing and proof of authority of all parties making adverse claim against us and our real property in a court of law with our Complaint for XXXX XXXX exhibited here. We appeal to the CFPB to support consumer rights and protection laws by investigating the conduct and the documents filed and presented by Nationstar Mortgage LLC and XXXX XXXX XXXX XXXX XXXX XXXX XXXX upon which they claim as valid and granting questionable authority for their adverse and irreparably harmful actions against us and our family and only real property and dwelling we own ; yet these entities preside over an apparently UNAUTHORIZED DEBT-COLLECTION PROCESS INCLUDING UP TO FORECLOSURE EVEN WHILE AN ALLEGED OWNER OF THE DEBT AND NOTE has no knowledge or makes no direct claim against us for ANY loan because it has NO LOAN-LEVEL DATA therefore does not and could not know if it is an injured party owed a debt at all! Furthermore the two debt-collection entities, Nationstar and XXXX XXXX XXXX CONTRADICT one another consistently in writing on formal publicly recorded and court-filed documents as to the name of the entity for whom they act as agent debt collectors! Our Verified Complaint to XXXX XXXX calls into the court the TRUE INJURED PARTY and not its self-stated agents, such as these who appear to be filing false, contradictory, and thereby arguably fraudulent documents into public records. Upon the appearance of a True Injured Party who proves its standing in its own sworn testimony and by its own personal knowledge that it paid for value to become the subsequent owner of a valid debt secured by our home and real property ; we are quite prepared to engage in Alternate Dispute Resolution with this entity and cure their injury in some reasonable negotiated settlement ; in order to retain our home and dwelling. We object, however, to these ongoing attacks at dispossession of our dwelling and property perpetrated by self-stated unproven third-parties who to date have refused, evaded and have failed to provide any Power of Attorney or proof of agency relationship with their principle who they claim is the injured party. Certainly we waive no lawful rights to settle directly with the entity to whom we directly owe a cure to this long standing debilitating controversy. We therefore are not suing to win a free house! We only wish the appearance and proof of standing of our true creditor, if it exists, so we know who exactly we would make valid payment to ; in honor and transparency ; and in keeping with a valid contract for the same.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am requesting the financial outline to submit a full modification package to XXXX XXXX XXXX dba Mr. Cooper, but I have had difficulty getting any positive response since my mortgage is current. Recently, I had to borrow from a third-party nearly {$50000.00} to bring both of my mortgages current, and without a modification I believe I will once again fall behind in payments. Therefore, I need a modification package emailed to me or mailed directly to my home address.
Company Response:
State: PA
Zip: 19355
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A