Date Received: 2018-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr.cooper will not drop my PMI payment after reaching over 78 % LTV
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2018-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage in XX/XX/XXXX online. I found out in XX/XX/XXXX that the payment had not been processed when going online to schedule my payment for XX/XX/XXXX. I immediately remade the payment for XX/XX/XXXX. I then made another payment for the month of XX/XX/XXXX. My credit report has been reported late for XX/XX/XXXX even though I scheduled it in XX/XX/XXXX. For some reason Mr. Cooper did not process the payment. I have emailed and called them to resolve the issue as well as notifying the credit reporting agencies but Mr. Cooper has not helped resolve the issue. Secondly I have now been forced into loan modification. Apparently although my payment for XX/XX/XXXX was a full payment I have only been credited a modification amount with the rest of my payment being " unapplied funds ''. I did not request a modification at any time. The online system is FORCING me now to make lower payments as a modified payment. I did not request nor want this. My mortgage is current. Therefore I should not be unwillingly forced into a loan modification payment because of Mr. Cooper 's error in not processing my XX/XX/XXXX payment properly. I have attached the statement from Mr. Cooper for the payments for the past 12 months. The XX/XX/XXXX payment was scheduled in XX/XX/XXXX BUT was actually processed on XX/XX/XXXX after I remade the payment for the second time after learning the payment that was scheduled to come out in XX/XX/XXXX did not process.
Company Response:
State: CT
Zip: 06002
Submitted Via: Web
Date Sent: 2018-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After Hurricane Irma I called my loan servicer Mr.Cooper formally known as XXXX XXXX XXXX. I called to make arrangements to defer two month of payments for XXXXXX/XX/2017 due to the disaster at which time the representative stated that I would have to resume making payments XX/XX/2017. Instead in XXXX I received a hand delivered notice to my home about foreclosure and different options I have to save my home, I called Nation Star Mortgage to inquire about the notice I received. The representative looked up my account and stated the everything was okay that she sees where I resumed making payments for the month of XXXX. To disregard the notice that those notices are generated automatically. I asked if she was sure because I don't want problems with my home. I haven't even recovered from the disaster because I was in between jobs. She stated I was okay. However, on XX/XX/2017 I received another notice delivered to my home and they then started coming in the mail. Checked my credit report and it shows on my credit report that my account is delinquent. I called again and to no avail the manager stated that the only option was to refinance my home or do a modification.Monthly statements are showing delinquent payments for the 2 months. Please help me.Its hard to recover after a disaster I'm currently fighting with the insurance company to repair my roof.
Company Response:
State: FL
Zip: 33055
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar Mortgage Attn : XXXX XXXX XXXX Chairman and Chief Executive Officer XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : Account Number : Dear XXXX XXXX : I am a long time customer of Nationstar Mortgage and a senior citizen. I have been in communication with individuals from your company in the Customer Relations department regarding a matter of great concern to me. I initiated automated payments for my mortgage several years ago with XXXX XXXX XXXX. These payments are faithfully sent on the first of the month as they should be and as I promised. In XXXX your company elected to reduce the paperwork and postage costs to the company and I was contacted to allow for email communications regarding my account and I agreed. At that time, I did not understand that to mean that I would be required to log into an account that your company established for me. I believed that any matters related to my account would be communicated by email as agreed. I believe that you can agree that an email account vs an online login site with the company are quite different. Apparently, the communication regarding the escrow for my account was communicated via the online account and never communicated to me by email. There was a shortage and over time, the amount that I was sending was falling further and further behind as a result. Still, the company did not send me an EMAIL as I was promised and agreed to. As the shortfall continued, your company started to report my account as delinquent to the credit bureau, all without notifiying me by EMAIL as agreed to let me know of the problem. I realized that this was happening when I initiated an inquiry to XXXX XXXX XXXX for an equity loan to make repairs to my home. They stated that I was delinquent on my first mortgage with you, and that my credit score was too low to consider this as an option. I was absolutely floored! I have always been a hardworking, on time bill paying citizen! When I called customer service, the representative advised that I agreed to EMAIL communications relative to my account. Yes I did, so why I was not advised by EMAIL that my account was short has me frustrated and angry. Additionally, I do believe that an individual reviewed my account and should have noted the regular on time payments but obviously neglected to note that I am also a senior and should have been entitled to a call, letter or an actual EMAIL as I was promised. Nationstar Mortgage Attn : XXXX XXXX XXXX XX/XX/XXXX I write to you to assist me in clearing this matter up. I would like my credit record with to be corrected and to revert to paper statements immediately for my account. I have been in communication with a Mr. Cooper at the Customer Service department to no avail. In absence of your assistance, I will be required to seek legal advice on this matter. I also know that you are regulated by the State of Florida and required to follow the law of the land. I can only assume that the neglect, mismanagement and inattention to the senior citizens of this state will not be looked upon kindly. Please, help me to get this resolved and if it would make this more palatable in these circumstances, provide an equity line for my property to allow for me to make the necessary repairs that assist me to continue to remain there as I attend to my elderly parents in their time of need. what set me off was the third mark in XXXX was deliberate cause all payment were date
Company Response:
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2018-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My previous Complaints with Nationstar have not been resolved. NS obstructed a refi loan that would have paid them in full. NS has illegally increased the prin. bal due on the loan, and has violated Fed and Nv. State laws. NS has not and can not prove the legal owner/ investor in the XXXX XXXX, nor can NS prove it has the legal right to service the loan. No assignments of the loan have ever been recorded in XXXX Co. Nv. The XXXX assertion of transfers have not been substantiated, and XXXX has refused to answer specific questions as to who authorized them to change their entries as to investor/ servicer. No Fed or State agency will take jurisdiction over NS 's misconduct and the numerous accounting ( documented ) errors.I have tried for years now to resolve the multiple issues, and have prepared a Complaint ag. NS to be filed in Fed. Crt. if necessary. Hopefully the New CFPB will investigate NS again, and not just fine them but force them to resolve consumer Complaints ... XXXX
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper is refusing to give me a copy of my appraisal.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have received notice from Nationstar Mortgage ( now Mr Cooper ) over the course of the past two years that my loan was In default Eligible for modification Approved for modification In foreclosure Despite several attempt to have them clarify in writing what the correct status was, we instead have received responses that do not specifically answer but only perpetuate the situation. As we actively tried to seek clarity, out loan was transferred to XXXX XXXX XXXX who we appealed to as well. They provided us a response that contained information ( that they received from Nationstar ) that contradicts our records. In our correspondence with XXXX they have not mentioned the foreclosure status, so we question if Nationstar had given them accurate information about the status of our account now and also at the time our loan was transferred. We have recently sent a notice of error resolution and information request which we sent copies of to Nationstar ( now Mr Cooper ) XXXX XXXX XXXX firm ( representing Nationstar ) Your agency. We DID NOT attach documents because they do contain personal information. We can send what ever you need to help review our complaint.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have numerous times requested my PMI to be removed. The company continues to state my LTV must be under 78 % from the origination appraisal. The company has never been able to supply me with the origination appraisal, yet they state the amount is {$130000.00}. I have a current UPB of {$100000.00} as of my last payment made on XX/XX/2018. Through every calculation I have found to determine the Loan to Value, including the XXXX XXXX website directly, this shows my LTV at 74.6 %, which is well below the 78 % requirement.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi I found some new information regarding my home and foreclosure process. In the XXXX County Recorders Office I noticed a RESCISSION OF NOTICE OF DEFAULT AND ELECTION TO SELL UNDER DEED OF TRUST recorded on XX/XX/XXXX Book XXXX Page XXXX. I dont know how Mr. is trying to proceed with the sale or even posting a Trustees Sale when I have not yet received a Notice of Default. How is it that they recorded a Rescission of Notice of Default but put the property on sale without Notice of Default? I have some concerns with servicer trying to foreclose on my home. I have sale scheduled for XX/XX/XXXX after checking some online auction sites they say my sale is active foreclosure. Im worried that Mr. Cooper my servicer will proceed with my foreclosure sale even though I have mailed out a complete loan modification packet to them. Called them and they said im under loan modification review. I know that if they do proceed with the sale they will be in violation of the California Homeowners Bill of Rights Act. I see they dont want to work with me and offer me absurd and unrealistic options which I can not afford and will force me to pay even more than I used to in the beginning. I can not do this. Im trying to get a loan modification, Im trying to keep my home, Im trying g to work with Mr. Cooper and the investors, Im trying to do and give them everything needed to succeed and seems like all they want to do is get rid of me and sell my home, take it away and move my family out. I want to pay my mortgage and be a good borrower but the recession has brought me to a point with my loan that fees alone have accumulated over the years with different servicers that its hard to keep up. Please hear me
Company Response:
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am extremely upset at the lack of communication that has gone on with this file. If you could please take a moment to review the message history. As you can see this entire time ive been given half instructions and little clarification, when I ask a question it doesn't get answered further delaying the file, I had asked at least 3 times if the XXXX and listing history we provided would suffice as the property was on the market a long time with a previous agent so it was on the market at least 7 days but with this agent and XXXX it was only 5. Never any clarification until today when a mls was requested again, corrections to documents for property address were provided several times, etc. I cant seem to get customer service to speak to me on this account either.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A