Date Received: 2018-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an " Annual Escrow Account Disclosure Statement '' from Mr. Cooper Mortgage Company ( a brand name for Nationstar Mortgage LLC ) dated XXXX XXXX, XXXX. My escrow payment increased on the basis of that escrow analysis effective XXXX XXXX, XXXX, and I have made XXXX escrow payments for the revised amount so far this year ( XXXX XXXX and XXXX XXXX ). I subsequently received a new Annual Escrow Account Disclosure Statement from Mr. Cooper Mortgage Company dated XXXX XXXX, XXXX ( a mere three months since the last " annual '' escrow statement XXXX, increasing my escrow payment yet again, to be effective XX/XX/XXXX. I requested the company to respect the XXXX XXXX statement and they refused, saying the XXXX XXXX statement holds.
Company Response:
State: NM
Zip: 87106
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX filed a foreclosure after they said that they did not get our payments. In XX/XX/XXXX XXXX payments were made with cash at customer service in XXXX in XXXX they said the payments were received. I was given receipts for the transaction but the payments were never credited to my account. I contacted Nationstar Bank and was told they never got the payments and they needed the receipts. The receipts were sent and nothing was ever done but a foreclosure process was started. I mad another payment on XX/XX/XXXX at XXXX same location through XXXX the cashier said they received it but it was never received by XXXX XXXX. I started calling the bank and was told nothing could be done until I got the information back from the Research department. I was not waiting any longer and demanded to speak to a supervisor after calling my representative XXXX XXXX. The date was XX/XX/XXXX this had gone on far too long and my credit was ruined and my house is in foreclosure.
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2009 I got behind on my payments at which time I contacted my mortgage company, which was XXXX. I requested a modification. I filled out the necessary paperwork and did receive the modification. However, I feel that the modification was not a way to help me but for my mortgage company to get more money in the long run from my misfortune. I feel this action is reflective of predatory lending and that I, being a senior citizen, have been taken advantage of. Due to time constraints, facing foreclosure, the mortgage company extended my loan to a 40 year long and attached a {$44000.00}. lien. Now, years 1-5 at a payment of {$1500.00} I paid {$95000.00}. Year 6 I paid {$21000.00}, year 7 I paid {$23000.00}, year 8 to date I paid {$17000.00}. This is a total of {$150000.00} give or take a few small adjustments. Now having said that I am not even close in time to where I started at when I recd this modification. I still owe 32 years and 4 months at {$2200.00} per month. I am now XXXX years old. At time of maturity I will be XXXX years old and I will have paid back {>= $1,000,000}. All for a {$350000.00}. loan and for a house that is now worth approximately {$280000.00}. I would say I am stuck. The principal balance still remains at {$320000.00} after paying for 8 years and 8 months the sum of {$150000.00}. I have contacted Nationstar and ask for a breakdown of the {$44000.00}. and have not recd that breakdown. At this point I would love to get out from under this nightmare but as you can see I am pretty much stuck. I am requesting an adjustment of the {$44000.00}. Nationstar has already more than tripled their profit and I am drowning. Please help me with this issue and I am not getting younger and this is affecting my health. Thank you for your help.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Around XX/XX/XXXX I applied for a Home Modification Loan through Nationstar aka Mr. Cooper and it would go until XXXX. I paid every month on time. It reduced my monthly payment considerably. Well before XXXX ended I called Nationstar to see what options I had after XXXX was over and they told me that they were going to submit me again for another modification loan. Well I waited and waited and called and called. I finally found out that the second loan modification was denied and I needed to pay {$28000.00} or go into foreclosure. I asked if there was anything they could do and one representative mentioned doing another loan modification. I told him they just submitted one and it was denied. He said well we can try again. I asked if he needed anything from me like check stubs or bank statements and he said no just like the previous time that I was denied. This came back at the beginning of XX/XX/XXXX as denied also and now the amount to reinstate and keep my house is {$33000.00}. I even asked if they could tack it on the loan. They said no and my monthly rate has gone up now from {$2100.00} to {$2200.00}. I have written to XXXX XXXX, CEO and he hasn't responded yet. This just doesn't sound legit to put someone in a home modification loan and then ask for the full balance when the modification is over. Not giving me any time to pay. I have been told that I can't pay payments unless its the full sum of what I owe from the entire year of XXXX. The Loan Modification was {$620.00} a month and I found out they were holding that in an account until during the loan they collected {$2100.00} and then they would apply that toward the loan so during the entire Mod I essentially only made 1 full payment and that is why I owe {$33000.00} for payments, late fees and attorney 's fees.
Company Response:
State: TX
Zip: 77345
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I would like to issue a complaint on " Mr. Cooper '' XXXX XXXX XXXX XXXX. XXXX, TX, XXXX my previous mortgage servicer. I recently closed on a new loan with XXXX XXXX XXXX for my existing home on XX/XX/XXXX and it was funded to " Mr . Cooper. '' on the XX/XX/XXXX. Just yesterday on XX/XX/XXXX, Mr. Cooper called my XXXX closing attorney, XXXX XXXX and said that I owed over {$2000.00} in escrow money. I find this to be unethical. Mr. Cooper never alerted me of this when I was their client and XXXX said they've never seen such poor management of a mortgage before ( they worked with Mr. Cooper to get the final amounts etc. ) owed. I feel strongly that this is Mr. Cooper 's problem and not mine. I am not longer their client and they never alerted me or my new loan organization, XXXX of this $ XXXX + escrow. I called Mr. Cooper today and they claim that when they bought my loan in XX/XX/XXXX I came over with only {$140.00} in escrow. They missed my XX/XX/XXXX tax payment to the city and the payment they made in XX/XX/XXXX was for XX/XX/XXXX. My question for them was who has my previous escrow money. Mr. Cooper or my previous loan, XXXX XXXX? Theyve admitted that theyve made many mistakes and said they failed to alert me that the XX/XX/XXXX payment was an advance. I am concerned that they will try to strong arm me in making this payment. I would like your assistance and for your help with this complaint. In addition, I'd like to ensure this does not happen to anyone else. Regards, XXXX XXXX
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: NationStar or " Mr.Cooper '' is the service company - Loan # XXXX. At end of the foreclosure process - they sent notice of the Service Member paper work indicating that I was not a service personnel and the next notice I receive is that on XX/XX/XXXX summary judgement was issued. We were waiting for the court date and were not notified so were unable to send our new attorney to request a short sale since we believed we had used up all our legal options. Our original attorney since XX/XX/XXXX - XXXX XXXX - had withdraw from being our attorney in mid - XX/XX/XXXX. The bank 's foreclosure attorney had that information since they were in court. When I called NationStar aka Mr. Cooper and spoke to customer service last week I was informed that they had gotten statements back back that were sent to Attorney XXXX but had not called me to find out if something had changed. They told me that the foreclosure department does not " talk or communicate '' with the customer service department. They were fully aware of all that had transpired - court date, sheriff 's sale date - so someone had told them this information. One of the agents I spoke to told me that they had called the attorney back in XX/XX/XXXX but had not called since because they had gotten busy with " hurricances and floods ''. I asked to have the issue escalated and spoke to another agent that gave me an email to escalate my concerns to - XXXX. I sent an email this past weekend and have not heard back from anyone. We want to be given an opportunity to do a short sale instead of having a foreclosure on my record - they told me to go via XXXX but that they could not guarantee that I would be given time to do the short sale. As you know, there is a lot of paperwork involved in doing a short sale and putting it into XXXX. I know since I am also a XXXX XXXX XXXX who has done XXXX XXXX for my clients since XX/XX/XXXX. I would like Mr. Cooper to give me a chance to do the short sale - a minimum of 120 days to list the home, get a buyer and submit the necessary paperwork. Just because I was not notified of the final court date and the sales date was escalated some how in one of the largest counties in the state only adds to my curiosity on how they managed to do this. My reach number is XXXX - my email is XXXX Any assistance would be appreciated since Mr. Cooper does not seem to want to respond to me at this point. The property is finally at least at market price. My son and his wife have lived in the unit and will also need additional time to leave if the court date can not be stopped for some reason. Thank you!
Company Response:
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar/Mr. Cooper sold my mortgage to XXXX XXXX on XX/XX/XXXX. As I was being notified about the sale in XX/XX/XXXX, I was confused about the process and was unsure who to pay. I take my credit very seriously and have not missed a payment the entire time I've had my loan with Nationstar/Mr. Cooper, but was confused as to whom to pay for what month. I immediately paid when I discovered the issue. XXXX XXXX was paid for both XX/XX/XXXX and XX/XX/XXXX.
Company Response:
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my mortgage loan with XXXX XXXX XXXX. In XX/XX/XXXX I applied for a modification, I received paperwork in the mail in XX/XX/XXXX that I was approved for the modification and review it, sign it and send it back. The first week ofXX/XX/XXXX I received a letter from Nationstar that they bought my loan from XXXX XXXX XXXX. This was done without notice to me before the transfer. As a consumer I should have been notified before this transfer. Considering the XXXX had to testify in front of congress for illegal heavy penalties for non-compliance with documentation including modification, foreclosure and loan serving to their borrowers. When I received the letter stating Nationstar bought my loan, I called Nationstar and spoke to a Customer Service Rep. I stated that I was just approved for a modification with my previous servicer ; I asked them are they going to honor that modification. I was told they would check into it, because they were not aware of the modification from XXXX XXXX XXXX. I was told to continuing making the monthly payment while Nationstar investigate the modification. InXX/XX/XXXX I finally received a response from Nationstar, they told me they would honor XXXX XXXX XXXXs modification, but I would have to fill modification paperwork for Nationstar. I was sent the paperwork in XX/XX/XXXX along with my payment forXX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX. I filled out the Nationstar modification paperwork and sent them back in XX/XX/XXXX. From that point on its been a nightmare. I called Nationstar question why they sent my payments back, I was told that they couldnt receive payment during the modification process. It took 3 months for the modification process to be done. I received a letter stating I was denied the modification. ( Nationstar is required to honor the modification from XXXX XXXX XXXX ) emails, but was unable to speak to a true Manager. Finally I got thru and spoke to a supervisor and I was told that what I owe out and what I have coming in didnt work, that why I was denied. I needed {$710.00} more income. I told them that my finance XXXX with me and I could submit her income. So again I was sent more paperwork to fill out. I sent the paperwork back, waiting to hear from them. Finally I received paperwork that I was still denied for the modification with my fianc income. I tried contacting Nationstar again and was getting nowhere again. Nationstar customer service is terrible, they are not on top of this, and they dont response to faxes, emails or voicemails in a timing matter. They are much unorganized! At this point its been 2 years going thru XXXX with Nationstar . I came home from work inXX/XX/XXXXto find a Sheriff Sale poster on my door. I called Nationstar right away and of course didnt get anywhere ; finally I got a response and was told to stop the sale I would have to do another modification. I explained why do I have to do that, when I was told at the time you bought my loan Nationstar would honor XXXX XXXX XXXX modification that I was approved. This doesnt make sense and is very wrong. In the meantime I getting charge left and right for legal document processing, this is ridiculous. So again they sent me modification paperwork for me to fill out. I sent that back to them, they stopped the sheriff sale. Waited for a response on the modification, again I was denied. I went back and forth with them on the Modification from XXXX XXXX XXXX that they should of honor. In the beginning of XX/XX/XXXXI found out that the money I was putting in the bank for my mortgage, my wife at the time was stealing it. Due to I was working 60-70 hours a week and she didnt work, I gave full responsibility financially to put the mortgage payment in the separate account and pay the bills with the other account. She spent most of the mortgage money. I thru her out immediately and filed for divorce. I had to pay her {$50000.00}, she got of got more from me. I was and still are devastated over her stealing my money and having to pay her that money. My divorce was final inXX/XX/XXXX. I had to borrow money off my mom, because I didnt have it all. Im still trying to recover from it. In the meantime I still am going back and forth with Nationstar trying to resolve the issue. When I finally get a hold of Nationstar they told me Im out of options with them and that I should check into help programs thru the state. I started investigating programs. I received letters in the mail from lawyers and companies to help me save my home. So I decided to check into a company called XXXX XXXX XXXX. I had a Sheriff Sale poster on my door againXX/XX/XXXX I decided to hire them. I had to pay {$3300.00} to XXXX XXXX XXXX, they suggested I file for bankruptcy, but not go totally thru with it, which I did the day of the sale ( XX/XX/XXXX ) that was the only way I was able to stop the sheriff sale and save my home. I had to spend money I really didnt have. Which I should have not had to do that, due to Nationstar told me from the very beginning that they would honor XXXX XXXX XXXX modification which I was approved for. From XX/XX/XXXX to XX/XX/XXXXXXXX XXXX XXXX was working with Nationstar and me to resolve the issue, so I can start paying my mortgage. The result/outcome of XXXX XXXX XXXX working with Nationstar was to do another modification, so again I had to fill out modification paperwork XXXX XXXX XXXX submitted it to Nationstar. In waiting for the modification process, I received another Sheriff Sale poster for XX/XX/XXXX sale. XXXX XXXX XXXX contacted me that I need my XX/XX/XXXXtaxes, which they didnt tell me at the time I filled out the modification paperwork. I contacted the IRS and got theXX/XX/XXXX taxes. As soon as I got them I faxed them to XXXX XXXX XXXX, they sat on the XX/XX/XXXXtaxes paperwork and didnt get it to Nationstar in time, which resulted in me having to file for bankruptcy again onXX/XX/XXXX the day of the sale so I didnt lose my home. At this point Nationstar processed the modification and I was denied again. XXXX XXXX XXXX told me they will contact Nationstar and continue to fight for me. I received paperwork in the mail that Nationstar changed their name to Mr. Cooper. I let XXXX XXXX XXXX about the name change. I tried contacting Mr. Cooper in regards to my loan to discuss my options, due to I was denied again for the modification. They suggested to do an appeal, so they sent me paperwork on how to do that. I submitted an appeal in XX/XX/XXXX. I was told by XXXX XXXX XXXX that the foreclosure was put on hold ( that was XXXX ). I received a letter stating that they did receive my appeal and that I should be contacting byXX/XX/XXXX. I received a letter from Mr. Cooper with my options, which none of them I can do. So now Im really getting scared and frustrated that Im going to lose my home I worked so hard to get. Know Im having problems with XXXX XXXX XXXX, they are not responding to me emails, faxes and voicemails. I will put a complaint to CFPB about XXXX XXXX XXXX. The last time I had any contact with XXXX XXXX XXXX wasXX/XX/XXXX. InXX/XX/XXXXI received paperwork that my house is in Sheriff Sale again on XX/XX/XXXX. I did some research about free credit counseling thru the state, so I schedule an appointment for the end of XX/XX/XXXX. The advice they gave me, I cant afford to do. So Im at a standstill with a little over a month before my home gets sold wThis has been going on too long. I can afford my monthly mortgage payments. I want my loan to be escalated, Im tired of getting the run a around from Nationstar now Mr. Cooper and XXXX XXXX XXXX. I want a normal life back, payment my monthly mortgage and bills on time, continuing working for goals. Im so stressed out over this 4 year nightware with this company that I had no decision for them to buy my loan from XXXX XXXX XXXX!!! I dont understand how this issue is still going on, when from the very beginning when Nationstar bought my loan from XXXX XXXX XXXX, they told me they were going to honor the modification from XXXX XXXX XXXX, which I was approved thru them. I want to stop the Sheriff Sale and avoid foreclosure!!! In my investigating help to save my home, because obviously Nationstar/Mr. Cooper doesnt care I lose my home. They dont want to work with me. I have been fighting for my home and still am. I came across a program thru the state ( Homeowner Assistance Program/Home Preservation ) they have a program ( Repayment Plan ) I believe I will qualify for. Im submitted an application tomorrow morning. Hoping and Praying I get approved for it. I thank you for reading my complaint and pray Nationstar/Mr. Cooper do the right thing! I just want to start fresh with Nationstar/Mr. Cooper. I want Nationstar/Mr. Cooper to take off the fees and charges I have been charge for since this all began. Put want I owe now on the back of the loan. And start paying my monthly mortgage in XX/XX/XXXX
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2013 my husband XXXX. A few months after his XXXX, I had an issue with my mortgage company because they started returning my checks to me that I sent in to make my mortgage payments. When I tried contacting the bank to find out what was wrong, they refused to speak to me because they said the mortgage was only in my husbands name. This was incorrect. When we refinanced, both myself and my husband were on the Deed and Mortgage, however, my husband was the only one on the Note. I had to go to surrogate court to get paperwork showing I was the testator of his estate and sent this along with his XXXX certificate and a letter to Nationstar Mortgage ( n/k/a Mr. Cooper ). I had to resubmit this paperwork several times before someone at Nationstar finally spoke to me and let me know the problem was that my escrow account was short because the Town of XXXX had taken us off the star tax savings. I went to the Town and straightened out that problem, caught up with my payments and thought everything was okay. A few months later, Nationstar started returning my payments again and not speaking to me and forced me into foreclosure. I went to an attorney who tried to fix this problem. We went to court several times. I signed three different sets of modification loan closing settlement papers. During this process I was offered a loan modification which I agreed to ( even though they stated I owed about 20,000.00 MORE than what I actually owed at the time this all started ). I followed through with my obligations and made the payments on time. They would not accept the first closing package I signed because I crossed MY XXXX HUSBAND 'S NAME OFF. How can a XXXX man sign? Then they started the same process over sending my payments back and forcing me in foreclosure. This is the situation I am in now FOR THE THIRD TIME! My attorney has given up and suggested I contact you. He can not get anywhere with this bank or their attorney. I NEED HELP AS SOON AS POSSIBLE! I have XXXX children and I am afraid of becoming homeless. I do not work because I am XXXX and we live on the XXXX benefits we receive from social security which barely covers the mortgage payment. I am desperate and need someone who can get this bank to do the right thing!!! I tried speaking with a mortgage counselor at XXXX here in XXXX and the same process as with my attorney happened there and they also gave up. Everyone just gives up. I don't know what to do!!!!
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Case # XXXX, XXXX XXXX XXXX Sold to Nationstar Mortgage DBA XXXX XXXX XXXX. Plaintiff Attorney : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX I am a victim of fraud and deception on my primary mortgage loan. My lender misrepresented the terms and conditions of the loan. My loan as to my understanding was with XXXX XXXX XXXX for my reverse mortgage. They failed to notify me to confirm the occupancy of my home and made a decision to declare it as vacant/abandoned which was inaccurate. I am filing a complaint to have this investigated immediately to avoid losing my home.
Company Response:
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2018-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A