Date Received: 2018-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar continues to send me incorrect billing statement, and refuses to correct any past billing issues. They continue to charge me {$68.00} for " lender paid '' expenses, and any excess payments disappear! The lender paid expenses in question were paid in full as of XX/XX/XXXX. Additionally as of XX/XX/XXXX an escrow analysis was completed, which increases my payments by {$48.00}, with a new monthly payment of {$1700.00}. My monthly mortgage statements reflect an actual payment due of {$1700.00}, this is only a minor difference of {$4.00}, but if it is happening to all Nationstar customers sounds illegal! Nationstar also refuses to explain or investigate how over 10k in payments, from XX/XX/XXXX- XX/XX/XXXX, disappeared! Nationstar assigned account representatives also lack common courtesy to reply to written communication. ( XXXX XXXX )
Company Response:
State: CA
Zip: 94585
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, we have big problem, there is a foreclosure sale scheduled for our home on XX/XX/2018 and we are out of options and we have exhausted ourselves with this horrible company. We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing the loan mod. that is being applied for. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we faxed in a copy of the Appeal request for mortgage assistance and all required documentation to be reviewed for a loan modification. If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/2018 and has not CANCELLED the foreclosure sales until the review and loan modification and the process has been approved and agreed upon. Thank you.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have owned my house for 12 years and always make my payments on time. A few years ago my loan is transferred from XXXX XXXX XXXX to Nationstar. In XX/XX/2016Nationstar made a mistake crediting my account and they contacted me to say I was late. I disputed this and asked them to look into it. I was treated very poorly by Nationstar at this time. I asked for a supervisor for help and they said no. I requested a Spanish speaker and they would transfer me to different departments but I could never get help or answers. Nationstar was demanding that I make a double payment on the mortgage plus late fees but this was their mistake. I kept trying to fix this but Nationstar will not work with me. Finally I hire an Attorney to help and then Nationstar says in a letter it was their mistakebut now I was six months behind and they said I had to pay all the late payments at once. I try to get them to work with me but instead of playing fair when it is their fault, they foreclose on my home in XXXX. Nationstar needs to be investigated by your people because they are doing bad business. We bought this house with 100 % financing and a very bad first mortgage loan that is adjustable. My main language is Spanish and I did not understand the documents that I was signing. This loan had an interest rate of 7 % and then just a few years later the rate went up to 10 %! This was very high, but I still made sure to pay the bill each month. I always paid the bill each month. I live in this home with my wife and two children and I work as a landscaper. A few years ago the loan was transferred from XXXX XXXX XXXX to Nationstar. Then the problems begin when my monthly payment is not credited. I found out about this and started contacting Nationstar to get this fixed. I am told that I have to make a double payment and that I have to pay late fees. When I go to try to do this I am told that the amount I am going to pay is not enough, the amount has changed. I try to get to a supervisor but they say there is no supervisor here. I try over and over to get a Spanish speaker to help me, but Nationstar would not let me talk to anyone who could help me. Instead of fixing the mistake Nationstar sold my house in XX/XX/XXXX. This is more bad business, putting me in a predatory loan that I did not understand and then making a mistake on my payments and not working with me to fix it. They sold my house over this at auction and I want them to fix it.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was having problems with making my payments after my husband died I was denied a loan modification and am now doing a short sale. I was give 3 diffrent values and my agent has requested a copy of the BPO and appraisal several times so we can see the true value and Mr Cooper will not provide me with a copy. My agent told me that the CFPB requires the lender to give me a copy of all valuation reports used to determine value of my home. Please help me get a copy so I can go over this with my agent and the buyer so I do not lose my home to foreclosure and destroy my credit. See the remarks from Mr Cooper : XXXX Negotiator RE : Ponder Request for HUD and Contract Amendment Investor will not give our the bpo. If the borrower was requesting a modification ; then that department would give her a bpo ; that is not the case for a short sale since she is not keeping the property. XXXX XXXX Investor will not give our the bpo. If the borrower was requesting a modification ; then that department would give her a bpo ; that is not the case for a short sale since she is not keeping the property.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Called Nationstar mortgage back in XX/XX/XXXX to do a payment plan due to financial situation I was told as long I am on a plan paid on time no problem..Hurricane Irma hit so I called to check on my status the young lady that took my payment charge me a process fee which made my acct negative reversed my payment in XX/XX/XXXX which messed me up. When I called now NSM now Mr. Cooper the customer service rep called my bank which did confirmed I had the exact amount but unfortunately I did not have the additional service fee that was charged that is why I was charged a NSF fee which declined my payment. Mr. Cooper representative stated I was not supposed to be charged the amount the bank due to their error they reversed the amount and took the payment right than there. Since the hurricane they were offering assistance I was told I am eligible since I live in Florida how much can I pay I told her {$500.00} she said we can do it for 6 mo I said up to XX/XX/XXXX would be fine. I called to make my XX/XX/XXXX payment the rep stated you owe XXXX I was astonished I was not told he indicated that the investor can not put any payment behind the loan. I told him you did not say that when I made the payments before well maam I am sorry to informed you that is what the investors are needed at the moment. When you offer a payment plan or some sort this information should have been told to me in the beginning stating that ok you will have to do a lump sum I lost three vehicles during the storm from flooding that is not fair that you are trying to charge this should of been disclosed. He indicated this was a trial policy was not put into place I need this resolved and I was told oh by the way since you did not make payment on time in XX/XX/XXXX you was not eligible for modification program excuse me that was due to your error. I need answers please somethings need to be done.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a forbearance plan in XX/XX/XXXX due to hurricane Irma for a term of 3 months. I was told they would just add the 3 months to the end of my loan term. Then I found out on XX/XX/XXXX during the modification process they paid my property taxes in the amount of {$1200.00} and forced me to have a ecrow account if I modified my loan. I was told on that day that if I sent a faxed letter to them that they would cancel the modification of the loan and the escrow account. I also needed to pay back the 3 mortgage payments back which I did on XX/XX/XXXX in the amount of {$3200.00} I faxed the letter and documents to them on XX/XX/XXXX and repaid the taxes in the amount of {$1200.00} on XX/XX/XXXX. My account is still showing an escrow of {$410.00} per month on my statement that I just received dated XXXX, which I did not approve and requested cancellation of. I have sent another letter to customer service the end of XX/XX/XXXX but no response. I just want my mortgage payment back to XXXX monthly payment with no escrow account. I believe they never applied my payments for the taxes correctly either. I have called several times and can not get this resolved.
Company Response:
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2018-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX ( Mr. Cooper ) has moved to the Notice of Trustee Sale on my home withouth first providing the requisite Notice of Pre-Foreclosure Options ( NOPFO ) as per WA. RCW. 61.24.030 ( 8 ) and RCW 61.24.031 ( 5 ) ( a ). This is a clear, specific violation of the Deed of Trust Act and the sale should be terminated immediately. The previous Sale attempt was cancelled by Washington 's Department of Financial Institutions for this exact same reason ... failure to provide the NOPFO and yet again they are trying to steamroll right over me to sell my home without compliying with Washington law. Please see my attached complaint for complete details.
Company Response:
State: WA
Zip: 98597
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we signed our loan modification with nationstar Mortgage now Mr. Cooper under the Making home affordable program, since this loan modification was signed we never missed a payment neither make a late payment. On the loan modification agreement that we signed section XXXX. stated that we ( nationstar mortgage ) will defer XXXX of our outstanding principal. Provided we are not in default on the new payments such that the equivalent of three full months. The deferred will be on installments basis on each of the first, second and third anniversaries of XX/XX/XXXX, equal one third of XXXX which is XXXX e : g ( XX/XX/XXXX XX/XX/XXXX = XXXX should be defer. XX/XX/XXXX XXXX = XXXX should be defer. XX/XX/XXXX XX/XX/XXXX = XXXX and again we have never missed a payment. Last year they defer XXXX for the period of XX/XX/XXXX XX/XX/XXXX and at the end of the year they send us a XXXX ( cancellation of debt ) which we use to filed our taxes. This year meaning for period XX/XX/XXXX XX/XX/XXXX nation mortgage refused to send out the XXXX up till now I have not receive it yet I have called and called they keep given me different story and this is the only proof that we can get that this debt has been canceled as is stated on the agreements and we need this documents to do our taxes
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX last year I entered a loan modification with then Nationstar Mortgage, now Mr. Cooper. I received a letter from the Attorney that assisted me with my Bankruptcy in XX/XX/XXXX from Mr. Cooper stating that if I was having trouble making my loan payments, when I tried to contact Mr. Cooper I received three different answers from three people whom I spoke to lastly end with a gentleman by the name of XXXX ( employee # XXXX ) and this gentleman informed me that he really couldn't speak to me regarding the mortgage because the bankruptcy attorney needed to forward a letter of release if i'm not mistaken and this letter would allow them to speak to me regarding the loan. But I was informed by XXXX that the months of XXXX, XXXX, XXXX, XXXX and XXXX were not paid. I was trying to explain to XXXX that this was an error and I have a letter from the mortgage company Dated XXXX XXXX that the mortgage was ahead and the next payment due was XX/XX/XXXX that being said I did a payment on XX/XX/XXXX in the amount of {$760.00} ( confirmation # XXXX ) which I thought would have kept current but from what I was told no at worst case I could understand them saying XXXX is still due. I feel that the errors should be corrected and that Mr. Cooper remove all negative information from all three of Major Credit Bureaus and I also would like to file a complaint against them for predatory lending Practices. in the Pdf. you will see all of the documents I make reference to but the payment made XX/XX/XXXX the confirmation number was given for reference thank you thank you XXXX XXXX
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Back in XX/XX/XXXX, we purchased our home, we secured a FHA loan through XXXX our home purchase price XXXX, we put up XXXX cash down payment. Not long after we received notice our contract had been bundled and sold to Nation Star Mortgage, now Mr. Cooper. In XX/XX/XXXX we were met with demands for a crossing permit fee from a railroad, XXXX XXXX XXXX, XXXX XXXX XXXX.who 's tracks we must cross to access our homes, We reviewed the permit with a legal advisor and were told not to sign the demands as we surrender our property rights to this railroad. Not long after, we were met with a legal notice filed by the XXXX listing us as the defendant in a legal lawsuit filed against our property for " quite title trespass ''. Case # XXXX in the Circuit Court in XXXX County Oregon. We purchased Title Insurance and our law firm sent a document direct to XXXX XXXX company where between XXXX and XXXX we were told there is no way either were responsible for what happened to us? The XXXX went back decades and found a flaw where one property owner neglected to retain a crossing permit on record in XXXX County and the XXXX claims we, and all the Residents on our Country lane are trespassing to our own homes. We were advised to not make a payment until this matter is resolved. My first thought was contact Nation Star and have them work with us, to date, now going on six years later, we haven't been able to access Nation Star Mortgage, I had an office lady hang up on me when I tried to make arrangements on our home. We owe 29 months and Nation Star has foreclosed on our home, they want to sell our home but simply can't until this mess is settled. This mess was a direct result of the Oregon Legislature gifting millions of stimulus with no strings attached to the owner of XXXX, who pre planned to take away our properties, XXXX was offered millions in more stimulus to drop this lawsuit and declined, we prevailed in Circuit court and currently awaiting the Oregon State Supreme court ruling, we have been advised this will never be over! Why did we put up XXXX in down payment to become bad people? We didn't, we feel we are owed a way out of this mess via. NationStar, we could care less about getting our XXXX back, ( however, we think we are entitled to a full refund ) we just don't think we should be making payments on a home we are trespassing to access, we also can't understand how any bank could loan money if there is a title defect? XXXX County Oregon also owns our access road called XXXX XXXX, should this XXXX buy this property from XXXX County, it would restrict access via. any and all vehicles. This is insanity! Nation Star Mortgage wants nothing to do with us, we just want our credit history cleaned up and Nation Star to go away and we will gladly move. Why would we make a single payment if we can never sell this home and if we are trespassing to our home? I'm more than sure a bank will never loan a XXXX on any property on our XXXX XXXX ever again. You can XXXX search ... XXXX XXXX XXXX vs. the People on XXXX XXXX in XXXX XXXX Oregon for more details.
Company Response:
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A