Date Received: 2018-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: THIS APARTMENT WAS MY GRANDFATHER AND HE HAD A REVERSE MORTGAGE ON THE PROPERTY. WE CONTACTED XXXX XXXX WHEN HE DIED ( XX/XX/XXXX ), TOLD THEM WE WANTED TO KEEP THE PROPERTY AND WAS TRYING TO GET A LOAN. XXXX XXXX SOLD THE LOAN # XXXX TO XXXX AND WE HAD TO START ALL OVER. WE CONTACTED XXXX, TOLD THEM WE WANTED TO KEEP THE PROPERTY AND WAS TRYING TO GET A LOAN. WE HAD BEEN KEEPING AN OPEN LINE OF COMMUCATION WITH XXXX. THEY SAID WE NEEDED TO CONTINUE TO CALL THEM AND TELL THEM WE NEEDED AN EXTENTION. WE DID THAT. IN XX/XX/XXXX THEY FILED DOCUMENTS TO SALE THE HOUSE, EVEN THOUGH THEY KNEW WE WERE TRYING TO GET A LOAN ON THE PROPERTY. XX/XX/XXXX WE CONTACTED XXXX AND XXXX ABOUT THE AUCTION DATE AND THAT WE WANT TO BUY THE PROPERTY. THEY THEN TOLD ME WE NEED TO PUT IT IN WRITING. XXXX WROTE US A LETTER STATING THEY NEED OUR INTENT IN WRITING. THEY HAD NEVER SAID THAT AND WE TALKED AT LEAST WEEKLY. I HAVE PHONE RECORDS TO PROVE IT. XX/XX/XXXX AN APPRAISAL WAS COMPLETED. XX/XX/XXXX THE LETTER OF INTENT, APPRAISAL AND THE OTHER INFORMATION THEY REQUESTED. XX/XX/XXXX WE ALSO SENT AN APPROVEL LETTER FROM XXXX XXXX XXXX XXXX XXXX THE BALANCEOF THE LOAN WAS XXXX OR CLOSE TO THAT PRICE. OUR BANKS APPRAISAL CAME BACK WORTH XXXX. XXXX ORDERED AN APPRAISAL ON THE HOUSE XX/XX/XXXX AND IT TOOK THEM UNTI XX/XX/XXXX TO GET BACK WITH THE APPRAISAL AMOUNT. IT CAME BACK XXXX THERE IS NO WAY THAT THE APPRAISAL AMOUNTS SHOULD BE THAT DIFFERENT. I EMAIL AND CALLED XXXX XXXX SERVERAL TIMES AND ASKED HER FOR THE APPRAISAL I received the appraisal. today XX/XX/XXXX and I noticed it stated that all united appraised as {$120.00} How can that be when one unit is gutted. The roof is leaking and the appraisal states that the roof is fine. How is that so? I feel like we are not being treated fairly. XX/XX/XXXX XXXX EMAIL ME BACK AND SAID, Attached is a copy of the appraisal. Please be advised that we will not be accepting any customers appraisal. We will continue to use our appraisal, Do you still want to continue with the short sale? I DONT UNDERSTAND WHY SHE SAID SHORT SALE WE ARE TRYING TO GET THE LOAN. THE HOUSE IS SUPPOSE TO BE AUCTIONED ON XX/XX/XXXX OR XX/XX/XXXX THAT DOS NOT GIVE US ENOUGH TIME!!!!!! I received the appraisal today XX/XX/XXXX and I noticed it stated that all united appraised as {$120.00} How can that be when one unit is gutted. The roof is leaking and the appraisal states that the roof is fine. How is that so? I feel like we are not being treated fairly.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay extra money each month on my mortgage. I have let my mortgage company know on multiple occasions that the extra money is meant to go toward paying down principal owed on the load. Every few months they reset my account without my consent or knowledge and set my extra money to go toward next month 's payment and not toward paying principal. This does nothing but get them more money due to interest that I'm paying and from being able to take the money that I'm giving them " early '' and investing it for a profit. If this was a one time occurrence that would be ok but it happens repeatedly as though they are hoping that customers won't notice that they are being wronged.
Company Response:
State: FL
Zip: 34761
Submitted Via: Web
Date Sent: 2018-03-20
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: Hello, I am currently in a mortgage with Nation Star Mortgage. I have had financial troubles in the past but am able to afford my home payments. I have applied, payed all agreed payments on a trial arrangment. The modification was accepted and I sent back all of my documents. The mortgage company insisted that i made a mistake and did not sign one of the pages. They then, rejected my modification stating that i did not accept the offer, but I did, i explained. They also have made several attempts to act as if they are trying to rectify the situation but have not done so. They are now trying to foreclose on my home and I
Company Response:
State: PA
Zip: 19010
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are currently in the process of selling our home and have tried to receive a payoff as of the date that the wire will be received by the mortgage holder. " Mr. Cooper '' owned by Nationstar Mortgage refuses to send us a payoff as of that date. Our home sells on XX/XX/XXXX and they sent a payoff through XX/XX/XXXX. ( This is a conventional loan, not a government loan. ) I called again to request an accurate payoff, through XX/XX/XXXX and they sent a payoff through XX/XX/XXXX. I was told that they would refund the " extra '' interest with my escrow account after 30 days of receiving the payoff. How is this mortgage company allowed to hold over {$1300.00} of my money for 30+ days. If I didn't pay them for 30 days they would be all over me for my payment. The note that I signed does not give them the right to mandate a larger payoff then what is owed to them, nor does it give them the right to hold my escrow monies for 30+ days after receiving the payoff.
Company Response:
State: WI
Zip: 54115
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I put in offer on a foreclosed home in XXXX XXXX, VA on XX/XX/XXXX with NATIONSTAR MORTGAGE/MR COOPER my offer was verbally accepted and we were promised a contract within 2 weeks. I assumed I would have heard something back by now, I ended my lease with my current apartment because I thought I wouldve heard back by now. I will be pretty much homeless in 4 weeks so I am trying to do whatever I can to prevent this from happening. Every time my realtor has reached out to the listing agent, he says he has no updates for us. We have been trying relentlessly to try to get some answers out of this company and I will have nowhere to live if this does not get cleared up soon. Please help I STILL DONT HAVE A CONTRACT OVER A MONTH LATER
Company Response:
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: my loan was with XXXX XXXX we received a letter from them stating the NationStar would be our new server. starting XXXX everything comes out of our checking account, being a modification i did not question why our loan was not going down. now i have applied for a new loan with XXXX and was informed that my payment isn't moving because i have been given a forty year loan through Nationstar we were never informed, my husband is XXXX and I'm XXXX we work part time we would never agree to 40 years even if i were 30 so if you can help me or guide me i so would greatly appreciate any help.
Company Response:
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2018-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have two loans with the company NationStar that correspond to two properties located in the same street, on both of those loans we pay to an escrow account for the payment of property taxes and homeowners insurance. Late XXXX we were made aware by our County Tax Office that the property taxes on one of those loans had not been paid for four years ( about the time of the life of the loan ). When we contacted the mortgage company, after several communications back and forth, NationStar made the corresponding payment of property taxes on XX/XX/XXXX. Since then the company is also known by the name Mr. Cooper. Thinking that everything was cleared out, I was shocked when we received a loan statement with our monthly payment increasing from {$1200.00} to {$2500.00}. When I called the mortgage company to ask the reason of this increase they said that our escrow account had a negative balance of the amount they had paid in late property taxes. Let me clarify that we had always paid to the escrow account the amount calculated by the mortgage company, and had never been late on payments. Therefore if there was any discrepancy in regards to the payment of property taxes, it was an oversight of the mortgage company since it was them who should have been making those payments on our behalf, but had not during several years. I contacted NationStar a.k.a Mr.Cooper by phone and mail requesting a detailed review and evaluation of our loan so to identify the cause of all this problem. Until everything is cleared I had asked the company to stop collecting the payments, and that the loan not accrue late fees or be considered delinquent. Still, the company sent a communication otherwise.
Company Response:
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last month XX/XX/XXXX my condo unfortunately was foreclosed under fraudulent premises by XXXX XXXX XXXX that I plan to pursue in civil court. Since my foreclosure I have been waiting for the bank to contact me with information regarding what I must legally do next since they repurchased my condo. I have not heard from anyone, no written notice, not even a phone call until this past Saturday, XX/XX/XXXX when XXXX XXXX XXXX aka XXXX came into my condo. They came into my condo while I step out for 4-5 hours for an exam and repossessed everything in my unit. I was unable to go to work because they took my scrubs, personal hygiene supplies, etc. I had a business presentation that didnt go well because they took my suits and presentation materials. I called the police and they said nothing they can do because it is a civil matter. I have been calling them as well as my associates and XXXX refuse to talk to me or give me a rational explanation for what or why they took my belongings. I arrived back from my business trip XX/XX/XXXX so yesterday I resumed trying to contact someone about my belonging. They continued not to talk or give me an explanation for when, what, or where are all my belongings. The receptionist finally told me that someone from her office suggested that I contact The Agency who is responsible for my eviction notice. I dont know what they are talking about because it was XXXX XXXX that illegally foreclosed on my condo. Today, XX/XX/XXXX, I spoke to a representative for XXXX who told me that they threw all my personally and sentimental values in a dumpster. I filed a complaint with Florida Office of Financial Regulation. I dont believe they threw away my belongings as it was expensive clothing, suits, a safe, and hidden gold coins that were inside my tool bag. According to the law they were suppose to give me proper notice for eviction and furthermore any items they remove from my condo are to be kept in a secure storage for 30 days. Out of all the items they took, I want them to return the gold coins. My father gave me those coins to pass on to my first child in his name. Can you please help me.
Company Response:
State: FL
Zip: 34711
Submitted Via: Web
Date Sent: 2018-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage because my mortgage company gave me an adjustable payment which increased my payment from about {$18000.00} to {$28000.00} overnight. I hired an attorney to help me apply for assistance and they have submitted my application to Nationstar who is now called Mr. Cooper. Mr. Cooper states the only reason they can not modify my mortgage is because the owner of my loan says if they modify it the total payment must drop. My attorney appealed this decision and they mailed back paperwork showing the proposed modified payment and it is only a couple hundred dollars higher than my current payment. This rule makes no sense. My old payment was {$18000.00} and overnight my payment went up to {$28000.00}. And now my servicer is saying the only reason they will foreclose my home is because if they modified it the payment would go up by a couple hundred dollars per month. My servicer states the owner of the loan also will not extend my maturity date. They say they will not offer any more interest only options. My attorney has requested the servicer contact the owner of the loan and ask for one exception on any of these possible fixes and the servicer thus far has refused to do so. My attorney believes the servicer has an obligation to contact the owner of the loan to ask for any of these exceptions. To merely foreclose my home due to a technicality which makes no sense after basically purposely putting me into a loan which they knew would balloon out of control ( $ XXXX to $ XXXX payment increase ) seems fraudulent and purposeful. Anyone looking at this much of an increase who has common sense can see this is not right.
Company Response:
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They have incorrect information on our transaction history for XX/XX/XXXX and XX/XX/XXXXr ofXX/XX/XXXX. We have repeatedly sent them proof of on time payments. They will not fix this issue. It has prevented us from obtaining a new home loan. We have sold the home that had this loan. We are currently in a Chapter XXXX. We had courts permission to sell that home. We have courts permission to obtain new debt. We cant be cause of their unwillingness to correct their errors.
Company Response:
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A