Date Received: 2018-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar/Mr. Cooper bought out our mortgage from XXXX, which was refinanced under the Harp program. After checking with our county treasurer, they found we still owed {$490.00} on our current taxes, which they said were delinquent. Then they paid off that tax and the new taxes, which were not yet due, the total amount being {$1200.00}. We never had an escrow account after living in our home over 25 years from any mortgage lender, including XXXX which was taken over by Nationstar. We immediately paid off the {$1200.00}, to XXXX out the escrow shortage. Our outstanding mortgage amount is under {$52000.00}. Our home equity appraisal from Mr. Cooper is {$190000.00}. My wife and I own our single family condominium together. We both have an over 800 credit score, very little debt, and our joint income is over {$100000.00}. Our net worth is over {$500000.00}. Mr. Cooper is forcing us to have an escrow account, and fund it with over {$3000.00}. In addition, they will raise our monthly mortgage payment from $ XXXX/mo. to $ XXXX/mo. I appealed 3 times to waive the forced escrow, and each time was denied. I now have to look for a new loan, and incur new costs, as well as lose the Harp program. We feel this is unethical, and immoral, and want to warn others about Nationstar/Mr. Cooper and the way they do business.
Company Response:
State: MI
Zip: 48390
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my taxes escrowed through Mr. Cooper. I received a notice in XX/XX/XXXX that my XXXX School District tax was not paid, which was {$3700.00} but had a late fee added so it {$3800.00}. I called their customer service line and was asked to fax the notice and I did that on XX/XX/XXXX. I also explained that XXXX SD uses a tax collector which is on the notice and they must send the payment there. I made a follow up call to them on XX/XX/XXXX and they informed me that the taxes had been paid and corrected. I received another certified letter, dated XX/XX/XXXX, from a debt collection agency called XXXX XXXX XXXX stating that my XXXX School district taxes were not paid. I called Mr. Cooper 's customer service number again on XX/XX/XXXX and was transferred to a supervisor this time. She asked me to email her the notice and said she would handle it and that they would be responsible for the delinquency fee. I explained that the payment must now go to the debt collector, XXXX XXXX XXXX, which is detailed in the certified letter. As of today, XX/XX/XXXX, XXXX XXXX XXXX is stating that they have not been paid yet. Mr. Cooper, however, did deduct a second payment out of my escrow which includes the delinquency fee. When I spoke with the same Supervisor today she stated that they could not see where the money actually went. Their system does not allow them to access that and that I would only get my previous dollars which were deducted from escrow back if they can get the erroneous payment returned to them. They still do not even know where they sent the money. I now have two deductions from my escrow account and they can not explain where either dollar amount went. One is for {$3700.00} on XX/XX/XXXX and the other is on XX/XX/XXXX for {$3800.00} and my escrow balance is reading {$0.00}. I believe that they should have called all of the tax entities involved with my escrow or requested the documents form me and made sure the appropriate places were paid. Once they received notice of their error, they should have corrected it out of their own pocket and not out of my escrow account. I receive another notice, dated XX/XX/XXXX, that my tax to XXXX County was not paid in XXXX. The original amount was XXXX and it is now XXXX due to a late fee. This notice was particularly concerning to me because it states that if the tax is not paid by XX/XX/XXXX they can place my house for an upset sale to collect their money. informed the Customer Service Supervisor of this when I talked with her today. She asked me to email it to her and I just sent it to her.
Company Response:
State: PA
Zip: 18052
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have submitted XXXX and XXXX 2018 payments via the webpage where it states when the next month of the payment is due. They have taken my XXXX payment and applied it to principal instead of XXXX 2018 mort. payment That is not what I wanted or what was indicated on the webpage. They are demaning another payment for XXXX which I can not pay. The company refuses to acknowledge this misappropriation. Todays date is XXXX XX/XX/2018 Mr cooper mortgage company XXXX Loan # XXXX
Company Response:
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made XX/XX/XXXX and XX/XX/XXXX payments on the Nationstar ( Mr. Cooper ) website. The website showed XX/XX/XXXX payment was due XX/XX/XXXX and would be considered late on XX/XX/XXXX. It also showed XX/XX/XXXX payment was due XX/XX/XXXX and would be considered late XX/XX/XXXX. I made XX/XX/XXXX payment on XX/XX/XXXX and XX/XX/XXXX payment on XX/XX/XXXX. This is clearly within the dates give and not late. Please see the attached pictures of the website showing these dates. BUT, my payment was marked late. I was charged fees and negative statements were sent to the Credit Agencies.
Company Response:
State: CA
Zip: 90710
Submitted Via: Web
Date Sent: 2018-03-01
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: Mr.Cooper /Nationstar Nationstar has charge me double the escrow in my previous modification which made. my modification unaffordable. I have a document from their attorney XXXX XXXX as proof. Now they state I have reached my maximum modification but they were calculating it incorrectly. I have suffered from medical issues, loss wages and recvd a XXXX XXXX from XXXX XXXX.I have found employment and can now afford to pay but Mr.Cooper will not give me the modification i need to save my home. You can not count modification that have contributed to my hardship making it difficult to meet the payments and errors on their part.They charged me {$1600.00} and {$1700.00} amt of last two modifications. It is now XXXX per XXXX XXXX there attorney who found the discrepancy. I need someone to hold Mr.Cooper accountable for their actions and give me a modification or reinstate my loan as i owe more than home is worth.I was Injured, had XXXX out w/no pay, diagnosed w/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and and gov't put me in no pay status 6 months pending determination from doctors the removed me medically. I explained this hardship to Mortgage when i applied for a forbearance through Community Link/NC Foreclosure Prevention summerXX/XX/XXXX. They denied forebarance and never informed me when i called regarding fall XX/XX/XXXX modification application the told me they treat forebarance like modification and denied me. I wouldn't be so far behind had they calculated my modifications correctly. In addition, the investor XXXX wants me to pay {$15000.00} then XXXX a month for 6 months the mortgage of {$1200.00}. to get modification. Ridiculous! The other two investors agreed to give me a modification. If you have any questions regarding the investor 's please feel free to contact The reinstatement Program at XXXX ext XXXX XXXX he is trying to assist me with the modification. I received a sale date of XX/XX/XXXX two days ago while XXXX was communicating with last investor. Please help me.I am a single mother and I want to keep my home. Thank You XXXX XXXX XXXX XXXX XX/XX/XXXX
Company Response:
State: NC
Zip: 28278
Submitted Via: Web
Date Sent: 2018-03-01
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 took out a loan to remodel my parents home for the comfort of my elderly mom, I always paid the first two companies timely, and had no issues. However, once Nation Star took over, they didn't inform me as my old Co told me that they would, once I found out, they had already started placing the house into foreclosure. I have been fighting with them. I did call them and advised them of my information. Still, they kept being scammers as they are. I tried to set up a modification with them, they took out all of payments with the exception of the last one and stated the payment was a NSF and that I had to start all over.Well, I fell into their trap, started all over, and they stated on this one the same and that the bank blocked them. The monies sat in the account. They have all of these fees, NSF fees charged to me and the only way to keep my home is to file bankruptcy and soon. They have my beacon score very low. They are my old bad creditor. When I asked them send me information, they lie and dont.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to get my loan modified for many years and have been unsuccessful at doing so. No matter how little or how much I earned, my lender, Nationstar has not modified my loan. I tried so many years to get my loan modified while the real estate market was down, but each time, ( over 15 attempts ), my lender has denied me as late as XX/XX/2017. During all of the attempts with the exception of the past two ( 2 ) years, Nationstar has lost my paperwork, not returned calls, and just asked me repeatedly to send the information over and over again, but to " NO AVAIL ''! I know of other individuals who live in my condo building who had the same lender, whose financial situation was about the same as mine, and Nationstar modified their mortgage loan but has done nothing but given me grief! Please help me in getting my loan modified by Nationstar. I am a single parent, and this is our home, and we would like to keep our home because this is all that we have, and we have nowhere else to go! Please HELP!!!
Company Response:
State: CA
Zip: 94610
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I got a foreclosure letter in the mail, states, that I was behind on my mortgage and it's up for sheriff sale on XX/XX/XXXX. I called the mortgage Bank company to see what can be worked out before XX/XX/XXXX of the sheriff sale, the mortgage company told me I can try to work out a modification or either a short sale. I then called a realtor to see if they could sale my property, the realtor said they would reach out to some potential buyer 's that they knew might be interested in my property, the realtor reached out and got a respond back, of interest for my property with a offer. which then the realtor called me roll playing the offer and I agreed they follow up by sending me the documentation of agreement to sign, I then signed it and gave back to the realtor for the interest buyer, to get the ball rolling '' to sale ''. the realtor gather up the signed document of the agreement and contract, they send it off to the mortgage company bank to close the deal and the mortgage company bank rejected the sale and reply denied on accountability that it was to close to the sheriff sale date and they will see me in court on XX/XX/XXXX, I was clueless and the realtor was too.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, I was given bad advice and took an interest only loan on a 2nd residence that I purchased in Arizona. The Loan was from Nationstar, which is now called Mr. Cooper. The economy crashed in approximately XXXX and the property value plummeted. I spend countless hours on the phone with Nationstar prior to the loan coming to term. I made them aware that I was in trouble and needed help so that this property did not go into foreclosure. I tried desperately to get them to work me. The loan was eventually refinanced into a VARIABLE rate loan. values continued to decline. Interest rates and my mortgage pmt have conuinted to rise. I was told on two separate occasions that they'd refinance it, only to be denied. I'm loosing $ XXXX monthly on this property .I 'm not going to be able to maintain this loss. I was told I had no other options but to request modification. XX/XX/XXXX I submitted the Uniform Borrower Assistance Form requesting a loan modification. I submitted HUNDREDS of pages of additional documentation. Every time I gave them what they requested they asked for something else. COMPLETE RUN-AROUND My contact at Nationstar : XXXX XXXX XX/XX/XXXX FIVE MONTHS LATER, I received a denial letter for the modification. Denial reason : Ineligible Mortgage I immediately contacted XXXX XXXX because I DID NOT Meet ANY of the definitions for an Ineligible Mortgage. She told me she could not explain why I was denied other than the reasons stated in the letter and that there was no one else I could speak too. I was told there was no other options. I have spent YEARS asking for Nationstar/Mr. Cooper to help me keep this property from going into foreclosure. Nationstar/Mr. Cooper has refused to help me, leaving me to destroy my credit, go into short sale or foreclose, and become another statistic of the crash of the housing market.
Company Response:
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband passed away on XX/XX/XXXX 0f XXXX. The following month in XXXX I notified Mr. Cooper ( Which was then Nationstar Mortgage ) about my husband 's passing sending a copy of the death certificate and my id as I am listed as his spouse and next of kin I maintained contact with them and transacting with them making payment towards the mortgage and speaking with the various representatives that called me. Prior to my husband 's passing the account was past due I contacted Nationstar mortgage and made payments bringing the account current. In XXXX I fell behind on the payments at which point I entered into a trial period plan with Mr Cooper to make trial payments in XXXX, XXXX and XXXX I have attached my bank statements showing payments posting on XXXX, XXXX and XXXX in the amount agreed upon XXXX. I received a packet from Mr. Cooper in XXXX advising that I was eligible for the modification and instructions on how to accept the offer. I signed all the documents on XX/XX/XXXX accepting the term of the modification and returned it to them ( copies of these documents are also attached ). I maintain contact with the representative who was assigned to my account. According to the terms of the modification the first payment was due on XX/XX/XXXX in the amount of XXXX at which point I called my assigned representative and made the payment with her. I was later informed that they needed a letter of administration from me stating that I was the personal representative for my husbands estate in order to proceed which I got from the courts and faxed to Mr. Cooper 's modification department on XX/XX/XXXX. On XX/XX/XXXX I received a call from a collections representative at Mr. Cooper advising that my account was in default for XXXX and could possibly go into foreclosure. I advised the representative that the account was modified at which point she told me that was incorrect, there was no modification for this account. I asked to speak with someone in the modification department and was transferred. I spoke with a modification representative who then told me that the modification was rejected because they did not have me as the representative for my late husband 's estate. I advised her that I sent in all the documentation needed including the letter of administration, the call was escalated to a team leader who explained that my case was escalated to their legal department to draft up assumption paperwork for the account and that could take a while. There also a denial letter posted online that same evening advising that my modification was declined because I did not make the trial payments on time and did not return the modification paperwork timely, which is incorrect I have attached bank statements that show all the payments in the trial period being made timely as per the amount agreed upon in the trial letter. I maintained contact with my account representative by both email and phone to keep abreast with the progress of the assumption. She kept advising that she was in contact with management about my account and that the assumption paperwork would be drafted and sent to me shortly for signature. When I called in XXXX to make a payment to the account I was advised by my account representative that I could not make a payment on the account because the system would not accept a payment, ( when logging into the mrcooper.com there was a notice on the account advising that it was not eligible for payment ) she also assured me that my case was being reviewed and they would have the documents drafted and sent to me shortly. She also promised to call and keep me updated which she did not do but I did. I have kept copies of all the documents and agreements with Mr. Cooper. Today XX/XX/XXXX I received a letter from Mr. Cooper via certified mail advising that my account was in default as of XX/XX/XXXX ( which was during the trial period which I completed successfully ) and they are now requesting a payment of XXXX by XX/XX/XXXX of XXXX to avoid foreclosure processing on the account. I feel that Mr. Cooper has dealt with me unfairly in this matter. They were made aware of my husband 's passing in XXXX of XXXX, continued to discuss the account and transact with me in the absence of a letter of administration and also remodified the loan. I did everything that they asked of me and accepted a modification of the account and never defaulted on the payments until I was advised by my account representative in XXXX of XXXX that she could not accept and process a payment for my account as we were waiting for the assumption. I am concerned about loosing my home of over 10 years and the only home that my children have known. I feel that they entered an agreement with me and I kept my end of the agreement and it is only fair that they uphold the terms of the modification and allow me to make payment to the account as I have been doing without the fear of foreclosure and being homeless. I would like them to allow me to assume the responsibility for the mortgage legally on behalf of my late husband and my children.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A