Date Received: 2018-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I live in a house in XXXX XXXX XXXX, Florida, and have been here since XX/XX/XXXX. I always pay mortgage on time, even during XX/XX/XXXX-XX/XX/XXXX period when over half the houses on my block were empty due to the financial crisis. In XX/XX/XXXX after Hurricane Irma my small business and house took on financial as well as property damage and I learned about contacting my mortgage company for a 90 day forbearance to get myself caught up. I called Mr. Cooper, who is my mortgage company, and had several conversations with their representative, who explained there would be no late fees and penalties for 90 days at which time I would be responsible for the amounts due, they even told me to try to pay what I could every month so that there would not be large number due, which I did. I am completely even at this time but they have put a mark on my credit score saying I've been late. when I contacted them they said they have no record of my request but that it does show I called in XX/XX/XXXX ... they have no reason listed for my calls ... .maybe it was about the XXXX XXXX! I have since talked to other people who have the same experience with Mr. Cooper..AKA Nationstar ... AKA XXXX XXXX XXXX , one of the largest bailout recipients. They're doing the name change shuffle. This forbearance is a federally funded program and I have a FHA loan. It's bad enough to go thru Hurricanes and loss of business, they should have told me they wouldn't honor this program and I would have borrowed funds from a friend or something else. Can you help or is this the way corporations are allowed to operate? Thank you for listening.
Company Response:
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Nationstar c/o CFPB, Nationstar Customer Relations Department XXXX XXXX XXXX XXXX TX XXXX XXXX : Nationstar Mortgage LLC ( d/b/a ) Mr. Cooper. Mortgage NumberXXXX I request that the current foreclosure action be cancelled and the correct principal balance be corrected immediately. I strongly dispute the increase of the principal mortgage balance that was made on XX/XX/2014, when the principal balance was increased from {$710000.00} to {$920000.00} and eventually increased to {$990000.00}. The original principal balance and the original loan amount is {$670000.00}. The current principal balance is {$320000.00} more than the original loan amount. This is inaccurate and needs to be corrected. The current principal balance should reflect approximately {$670000.00}. We strongly believe that the Chapter XXXX protections that were in place during this period, protected, insulated and stayed any increase in the principal balance and .. I request that this increase be reversed immediately and reflected in the modification documentations. Please complete a forensic audit on my mortgage account as soon as possible so the correct principal balance is calculated so I can submit the modification proposal, with the correct principal balance, to my financial team ; my XXXX XXXX attorney ; the XXXX XXXX bankruptcy trustee and court. The current principal balance is not accurate and I believe this is because of miscalculations, and errors, by the multiple servicers who have handled my loan to date. I pray that you will make this adjustment immediately. To reflect the correct current principal balance of {$670000.00}. I request that the current foreclosure action, be cancelled and the correct principal balance be corrected immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Nationstar Mortgage Number -- XXXX
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage, LLC assumed my mortgage three months ago. Since that time, each client statement has included a line item entitled " short payment '' in the amount of {$50.00}. Therefore there is a total " short payment '' of {$150.00}. I have called Nationstar Mortgage, LLC each month inquiring about this line item. Each time that I call, they can not explain this {$50.00} " short payment '', nor do they follow up on my requests for explanation. My payment amount is, and has always been, {$990.00}. I have never been late on a mortgage payment in my lifetime, so this should not be any type of late fee.
Company Response:
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXX where Nationstar became my service provider, now Mr. Cooper with the name change. There was a payment of {$4600.00} for the XX/XX/XXXX property taxes from my escrow account when in the closing costs, that was to be paid for by the seller. This caused for a shortage in my escrow when the Escrow Disclosure provided at closings have me at a surplus, especially since my taxes in XX/XX/XXXX went down to {$4100.00}. According to XXXX County records, they received the payment for the XX/XX/XXXX taxes from XXXX ( the sellers lender ) on XX/XX/XXXX. There were some transfers between the County, Nationstar, and XXXX in XX/XX/XXXX, then Nationstar paid the county {$4600.00} on XX/XX/XXXX resulting on an overpayment. There were more transfers between the 3 parties with the final transfer on XX/XX/XXXX. XXXX was eventually refunded the overpayment because it looks like Nationstar did not accept or appropriate those funds to my account when they should not have made the payment to begin. Based on closing documents and loan termsNationstar should not have paid those XX/XX/XXXX taxes. I believe that I am entitled to a refund of funds in my escrow account, and I have not received them. I placed multiple phone calls to Mr. Cooper and XXXX XXXX, a manager based in Texas, said she was going to provide that refund by contacting XXXX in a conversation I had with her on XX/XX/XXXX at approximately at XXXX XXXX ( CT ). I called on XX/XX/XXXX to for an update on that only to have the customer representative, XXXX XXXX also based in Texas, that they did not follow up with XXXX. Instead, XXXX XXXX just put in a request for more " investigative research ''. A new escrow analysis is required after correcting the escrow accounting error since my property taxes went down from {$4600.00} in XX/XX/XXXX to {$4100.00} in XX/XX/XXXX, while my mortgage payment increased by almost {$400.00}. It makes no sense that my payment increased while my taxes went down. Every time I call I get the same answer from Nationstar ( Mr. Cooper ), that I should contact XXXX for the refund. I have done that and the response from XXXX is that they can not give me information about that property because the loan was not under my name, it was under the seller 's. XXXX did say they are more than willing to talk to Nationstar ( Mr. Cooper ) about those funds and when I tell Nationstar 's ( Mr. Cooper ) representatives, they say that they can not contact PennyMac, so it's a revolving door of not getting the answers or any action on my case.
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2018-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have submitted to all three major credit bureaus copies of all checks that were made on my VA mortgage loan with XXXX/Nationstar since XX/XX/XXXX. The checks clearly show the payment made, cashed date by XXXX/Nationstar where they used XXXX XXXX XXXX. I also submitted to each of three major credit bureaus the payment history sent to me by XXXX/Nationstar since acquiring the loan. Yet ... I still do not show the payments, cashed checks being credited and corrected to my credit report. I only show on some credit reports XX/XX/XXXX, XX/XX/XXXX. Another XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX-XX/XX/XXXX. Then I see another error with XXXX showing a MAJOR incorrect issue with the loan over {$200000.00} which is also incorrect. All three credit bureaus, you have received the proper legal paperwork showing all payments, cashed checks and payment history. I am asking before seeking media assistance in resolving this ongoing issue to please correct and credit my personal credit reports as should show reflecting as I submitted to all three credit bureaus via mail. That information was sent, received over a month ago. Yet, still my credit reports are not correct. This will be the final time, in which, if this does not finally get addressed I will be contacting media with regards to this simple issue that should had already been resolved. Such an easy issue, yet still after submitting all proper evidence showing all the payments I have made on this loan. All three credit bureaus still do not have the information, payments, my FICO score reinstated as rightfully should reflect on all three reports.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home in XX/XX/2011. Since then, my mortgage has been sold, transferred, or otherwise changed hands between no less than five entities or companies, with each one progressively being worse than the last. My current mortgage company is Nationstar dba Mr. Cooper. ( I am unsure as to whether they were bought, incorporated, or just changed their name thinking the multitudes of people whom they've abused and harassed might be XXXX enough not to know the difference. ) I have had some troubles recently making my mortgage payments on time, though I always pay when I can and have done everything in my power to let Mr. Cooper know of my situation and to explore my options. Unfortunately, Mr. Cooper makes it extremely difficult to get any answers, options, or help in any way unless it concerns getting money from me. My problems have ranged from continually being locked out of the online system to being harassed multiple times a day when I am late, and even before I am late beyond the actual late payment date on occasion. I have asked them, told them, and demanded that they cease with these harassing phone calls, I have asked to be transferred to a mortgage specialist, and I have inquired time and time again for some sort of help in following the proper channels to find the assistance I need to stay ahead with my mortgage, but I always end up back with the collection department, talking to yet another outsourced agent reading from the same script in broken English that at its best is only partially translatable, more often though almost impossible to understand. These agents show obvious signs that they have trouble translating my responses as well, as often times they respond by re-reading the same parts of the same script over and over again and usually not answering my questions at all. My payment is considered late after the XX/XX/XXXX of the month, but most months the harassing calls begin on the first of the month, and will continue over and over, day after day, sometimes five or more times a day, even if I answer the call and try to make some sort of arrangements. I have told the callers to stop calling me until my payment is actually officially late, to which I get a response along the lines of " we're sorry, please contact us when you're able to pay, '' and then I get another call usually within the next 12 hours completely oblivious to the previous call. I have had agents tell me they don't care about my struggles or problems and that I needed to figure out how to pay them or my problems are going to get worse, I have had agents leave aggressive and somewhat threatening voicemails, and overall I have been treated like a criminal far more often than like a customer. I would NEVER choose to do business with this company, but I am currently unable to get away from them now and they are doing everything in their power to ensure that continues. I have tried on multiple occasions to make partial payments, or pay as I am able, but Mr. Cooper refuses to take partial payments, or if they do accept them, have some crazy system of applying the money to interest or principal or escrow that still results in my payment not being made in entirety and showing as late in their systems. They will report to the credit bureaus within a week of a missed payment, but sometimes it takes as much as 3-6 months for them to report that my account is current. As you can imagine, my credit rating has been effectively destroyed by this, leaving me with few options to consolidate or re-negotiate my debts in a way that would allow me to get ahead. I have over $ XXXX worth of equity in my home, but I am unable to do anything with it because of the current rules concerning late payments and refinancing, but Mr. Cooper has bent over backwards to ensure that I am unable to get caught up and stay there. This company, and many others like it, need to be held accountable for their behaviors! I am a hard working American homeowner doing everything in my power to keep my home, and this company is using outsourced call centers and cultural ignorance to harass and belittle me, while making it extremely difficult to maintain my mortgage and credit score.
Company Response:
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I receieved a robo call from my mortgage company today, XXXX XXXX, encouraging me to take out a home equity loan. I recieve regular mailings on this topic. I've told a telemarketer that I am not interested in this product and to take my name off of their call list. I even received a {$60.00} check from a class action law suit with this company over telemarketing calls promoting their financial products. The company is now called XXXX XXXX, aka NATIONSTAR. Please get them off my back.
Company Response:
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is responsible for disbursing an insurance claim settlement made due to flooding with Hurricane Harvey. My total claim is {$190000.00}, and Mr. Cooper so far has disbursed {$58000.00} including {$20000.00} disbursed only after a previous CFPB claim. I have uploaded nearly {$80000.00} of receipts for repairs done and previously Mr. Cooper would not release more that {$37000.00} of my settlement ( which represented less than my insurance advance ) until the CFPB helped out. I have now reached 50 % completion of repairs to my house. Mr. Cooper previously assured me that they would release 50 % of my settlement once inspection revealed that I had reached 50 % completion. This inspection was done and certified on XX/XX/2018. I have been expecting then {$190000.00} / 2 - {$58000.00} = {$39000.00}. However, Mr. Cooper has found excuse after excuse to not release my next disbursement. Despite certifying that all of my documentation was complete in XXXX and disbursing money previously, they have overlooked updated contracts, asked me to re-upload documents numerous times, and denied requests that are based on obvious errors on their part. Every time they make a mistake and ask me to re-upload documents, it takes an additional 48 business hours to review. They have thus been able to delay for now over 2 weeks an additional release of funds that they assured me would have no issues. This company is absolutely preying on natural disaster victims and should be heavily reprimanded as such. By no means is my experience unique -- just do a web search for Nationstar or Mr. Cooper and see how many complaints are raised about their company. They constantly use an excuse that this is all due to " government regulation '' but no other mortgage company ( and I know the stories of dozens of my friends who flooded ) has given so many roadblocks to releasing Harvey settlements.
Company Response:
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After Hurricane Irma I contacted my mortgage company Mr. Cooper aka NationStar. Because I was in a federally declared disaster area they agreed to let me not make 3 payments on my loan. I asked directly for the 3 payments to be applied to the end of my loan, as this is what I understood most mortgage companies were doing on behalf of their customers. I was told I had to do nothing, payments would be deferred, but to call in XX/XX/XXXX to let them know if 3 payments was enough or did I need to extend. If no extension needed they would set my account to resume payments for XX/XX/XXXX. I did call in XX/XX/XXXX and several times since. One excuse after another, oh I have a XXXX XXXX loan and THEY have to give approval for the deferred payments. I have not made my XX/XX/XXXX payment and now when I attempted to make my XX/XX/XXXX payment the website has disabled payments so I can not make a payment. I have called my loan service 'specialist ' several times and do not get a return call. Their website shows me as being approved for a loan modification and that modification paperwork will be sent to me. I did not modify my loan, I deferred payments due to disaster relief I was entitled to. I do not know what is going on with my mortgage and have a very NEGATIVE history with this company. They have lied to me many times since acquiring my loan several years ago. Almost costing me my home in XX/XX/XXXX. Their phone system is designed so that a customer CAN NOT break thru to speak to anyone, and if/when you do, clearly their staff is not trained and you get different answers to the same question from everyone you speak to. I just want my missed payments deferred to the end of my loan, not a modification ... .and I want to resume making my payments as agreed to in XX/XX/XXXX after Hurricane Irma. I know for a fact other mortgage companies emailed their clients and said they needed to do NOTHING, payments were automatically deferred unless they didn't wish to do so. No paperwork, no drama, no frustration 5 months later trying to square things up. I HATE this mortgage company and find that they are a disgrace to the industry. I also HATE that a lender can sell off mortgages without getting permission from the borrower. Because this practice is allowed I am stuck with an unscrupulous mortgage company who would rather take my home than do their job. So with no one returning my calls, I have no idea what is happening with my mortgage? Will they modify and only apply 3 months, or will they apply 5 months since their website has disabled me being able to make payments? If they only apply 3 months, then they will show me past due for XX/XX/XXXX and XX/XX/XXXX and will they begin foreclosure, when it was them that have stalled the entire matter and won't answer my calls? I do not understand how a company is allowed to operate in such a manner. Oh, they changed their name to Mr. Cooper ... .to give a more friendly and neighborly impression ... .well, no name change would be needed if they knew what they were doing and didn't upset so many customers. And nothing has changed with the name change. They still work their hardest to avoid having any personal contact with their clients. Which leaves us in a very vulnerable position when you are talking about the biggest investment in ones life for most people. Please make this company be accountable to their customers. Please make them answer their phones, please make them train their employees ... ..
Company Response:
State: FL
Zip: 34205
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a high risk, subprime high adjustable interest rate 1 family mortgage that keeps rising in interest rate. When the market crash in XX/XX/XXXX, I had lost my job and could not keep up with paying my rising mortgage. I got sick and was placed on social security XXXX starting XX/XX/XXXX. I always tried to resolve with the many changing, swapping banks who is currently XXXX XXXX. I bought my house from XXXX XXXX in XX/XX/XXXX. I am currently negotiating the loan modification with lender, MR COOPER. I never did business with Mr Cooper who is currently charging me above 7.5 % interest rate. Is this legal? This is all just like the XXXX movie, XXXX XXXX XXXX. In XX/XX/XXXX-XX/XX/XXXX, XXXX XXXX ( represented by XXXX, XXXX XXXX XXXX XXXX ) was successful in getting a notice of motion for Judgement of Foreclosure and Sale after many attempts. They also add a name XXXX XXXX to my lawsuit as if she is partial owner to my property when she has no ownership and I never know or met any such person. I am now getting calls everyday almost from investors to buy my so-called 2 family house ( I don't own a 2Family-I own a 1 Family ), This is important because of the misleading equity. Mr Cooper will not give me a fair interest rate for a loan modification. These banks are all about greed and I think they already made their money on this property yet they want to take it away from me so they can sell it to someone new and start the bidding all over.
Company Response:
State: NY
Zip: 11420
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A