Date Received: 2018-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It started in XX/XX/XXXX I had a XXXX on my XXXX XXXX and fell behind 2 1/2 months on my mortgage with nation star. I kept them informed that I am with XXXX and with getting back to work I tried to pay them {$3700.00} of XXXX and salad. The representative at nation star mortgage told me that it was too late we were in foreclosure. And that if I sent the {$3700.00} they would send it back to me, we had to wait for months Acacian process. We filled out all the paperwork and they kept losing documents and then by the time they finally got them they had expired from the first ones with that. We were approved through a program called XXXX. Nation star denied that I believe Im not quite sure what happened with that so we started a process with XXXX XXXX XXXX with a lady named XXXX XXXX. We filled out the paperwork and it went underwriting we have the document there was a {$3000.00} credit from the government and we had to pay {$1500.00}. We sent hey cashiers check for {$1500.00} made out to XXXX XXXX to XXXX XXXX to XXXX XXXX XXXX. We did not hear back from XXXX XXXX for a week and a half we called the Senate and the police department placing an officer out his determination was that the office look like they were moving in and out and determined that it was probably a scam. We heard back from a paralegal named XXXX he told us that {$1500.00} was for their fees and that the best thing we could do was file bankruptcy. We heard from him periodically over the next few months. We tried to get back in with XXXX called nation star and the house went up for auction XX/XX/XXXX we filed a bankruptcy and the payments were higher than what we could afford with everything it was a trap we felt. My bank XXXX XXXX XXXX bride banking and trust we asked them for help with the cashiers check for {$1500.00} they informed us that they were unable to help find out where the check was cashed by this time my bank XXXX XXXX XXXX had exited me from an whole thing my deposit checks for 12 days three of them and find close to {$3000.00} or more in insufficient funds charge us then came XXXX XXXX XXXX and we have file to get with not XXXX and have contacted nation star. During that time. We have had a hill and wind damage claim on homesite. They made the check out to myself my spouse and nation star nation star told us that we need to fill a five piece of paper with the check and that we would probably get 20 % back after a 5 % deductible {$14000.00} the house its in disrepair free to send anything to nation star. Nation star has paid two separate homeowners policies to XXXX and XXXX XXXX XXXX for the past year and a half I only became aware of it when XXXX XXXX send me a bill saying that and start would not say. I investigated and found out that they had used close to 5500 or more out of our escrow for double insurance. They also acted appraisals and charge the legal fees and we were not informed asked or given the results of the appraisals. We put all the documents for the modification in an envelope taped it up put the loan number so security number address and drove it to the XXXX XXXX location in XXXX Texas they did not want to lead us in but I was persistent got to security guard and they came and got the envelope it was made out and directed to the month Acacian department we waited a week and were informed that all the documents did not get to modification department and we need to send in more. I recently contacted a representative at nation star she told me to send the please report from XXXX XXXX for the XXXX XXXX XXXX incident and the IRS request of income tax to the vice President on to four XXXX we can not obtain the police report for 3 to 4 days and they have that IRS request form at least three or four times that weve sent I have the documentation. We are attempting to file our own chapter XXXX bankruptcy again ourselves without a XXXX because we have depleted our fans. We desperately need help they say they will have but I sincerely doubt that. There are many discrepancies are billing I dont believe that they have recorded our actual payments we bought this house in XX/XX/XXXX for XXXX and paid {$1600.00} payments for eight years we still owe {$190000.00} we owed {$190000.00} when XXXX XXXX had our loan in XX/XX/XXXX something is wrong. We desperately need help we are at the deadline and Im sorry we have it with me before we are exhausting no stone on turned this is just part of it. Please help
Company Response:
State: TX
Zip: 75224
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed a complaint with your organization against my lender Nationstar/Mr. Cooper a few months ago. I was hopeful that Nationstar would understand my situation and agree to work with me towards a modified mortgage loan. Instead, Nationstar/Mr. Cooper has refused to negotiate and is claiming that there are no options for me other than deed in lieu or short sale. they are claiming this is due to the fact that the " investor '' only allows one loan modification over the 30 year life of the loan. Nationstar has not provided the name of the investor. they have not provided a copy of the pooling and servicing agreement. They have not provided documentation on the other loans in this tranche. This was a subprime loan with an interest rate that STARTED at 9.37 % and was written by XXXX. I would be ASTONISHED if this investor truly only allowed one modification per life of loan, because this was a toxic pool of loans that were adjustable with high interest rates. I am certain there have been multiple defaults and also many instances where there were multiple modifications. This appears to be an attempt by Nationstar/Mr. Cooper to obstruct me from access to government and internal programs that should be made available to homeowners in my situation. We encountered a true hardship in XX/XX/XXXX. My mother fell gravely ill and I had to travel to the XXXX XXXX to care for her. I was not able to work for several months while caring for her until she XXXX. Right when I returned my wife was laid off of her job so were financially strapped and that's when we fell behind. We attempted to work something out with Nationstar and could not make any progress. We hired a third party to help us and they did nothing. Several months ago we reached out to Nationstar to try and get them to complete a review because we have had a change in our financial circumstances. Nationstar ignored us, so we filed complaints and got their attention. However, even after doing that they refused to review this information. We are both working and have our adult children living with us who are contributing. I don't understand why they won't look at our information. Nationstar is claiming it is because we received a past modification and that the investor does not allow a second modification. I do not recall receiving a modification in XX/XX/XXXX. I do not recall an offer for a reduced interest rate and reduced payment. We were told on the phone that it looked good to qualify, but then on a future call that person was no longer working there and they told us no, it did not look like that option would be available. We need Nationstar to stop playing games and to postpone the upcoming sale date and actually conduct a review based on our current and correct financial information.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-05
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: Complaint number XXXX has not been satisfied. Mr. Cooper addressed the CITY TAXES, not the XXXX XXXX Taxes. They have not corre4cted the overpayment from this complaint. I received notice from you that they responded. The response did not correct the error. I DO NOT consider the complaint to be closed, when they have not corrected the problem and my escrow account is over {$3000.00} in a negative balance because of their negligence. What is the point of asking for your assistance as an oversight agency if you do not address the problem?
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband lost his job in XX/XX/XXXX. We were in imminent default, so we applied for a loan modification in XX/XX/XXXX to help us prevent defaulting on our mortgage. I was advised by Nationstar ( at the time ) that I would have to be in default, for them to actually help us. We tried to keep current, but as I stated earlier, it was inevitable. At that point, we applied for the modification and were advised to make 3 trial payments. On XX/XX/XXXX, I called in regarding my 2nd trial payment. I wanted to confirm that the payment would be made by the end of the month, as I knew the payment was need by that time. We then spoke on the trial letter. I advised her that the copy I received did not have a signature page. She advised that she noticed that ( regarding the copy I was sent ) but assured that she would send me the correct copy. It was sent to me via email, but I was unable to download the zip file. I called back, and the new rep that I spoke with advised that she was also did not notice a signature line on the document sent to me. She said that she doesn't think that I need to sign the document, but placed me on hold to confirm with management. She cam back to the line and confirmed with me that the document was not needed, and that my acceptance of the modification, was my timely payments of the requested trial payment amount. I made the 3 trial payments XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was previously advised that after the 3 trial payments, that I would " skip '' the XX/XX/XXXX payment and would start the official modification on XX/XX/XXXX. As a result, I called in around XX/XX/XXXX to verify the XX/XX/XXXX payment amount. I called earlier that month, but they said it was too see to see. Nonetheless, on XX/XX/XXXX I was advised that the trial had been declined. Reason being, because I had not signed the trial letter. I then escalated the issue at that time. I was advised the issue could take 3 - 5 business days, so I called back around that time. The rep I spoke with at that time, said the review actually takes 7 - 10 business days. I called back around that time, and was advised again that the mod review was also declined. Reason, I was reminded in XX/XX/XXXX that the document was needed and that I had to reapply. I escalated again, on the grounds that they did not review the subsequent call where the manager told him I did not have to sign the document ). I then spoke with a manager named XXXX on XX/XX/XXXX. She advised that she would personally listen to the call and try to honor what was said. Again, if not approved, I would have to reapply. I was unable to complete the call, as I had reach worked and had an emergency meeting. I called back XX/XX/XXXX, to follow up with her, but that was to no avail. The first rep I spoke with had a chat conversation through their work communication, advising her that I was trying to follow up. The rep advised that XXXX said, she had left a message with me and sent me an email of documents she needed to complete her escalation. I have no missed calls from her, voicemails, nor emails. Nonetheless, I requested that she forward me the same email she sent me and to call me back. It is now the close of business, and I have not received a call nor an email. However, I did call back prior to the close of business with another 2 attempts. The first rep said there was nothing she could do, but would see if she could reach XXXX. She dropped the call when she came back from hold. I called back and XXXX XXXX, broke everything down to me perfectly. She advised that they will honor the letter if I resend it, if they can confirm I was given miss information. She stated that the actual review could not be completed if they did not have this document. She apologized that it came this far and no one sent me the document again, to submit a complete escalation. Since XX/XX/XXXX when I presented the 1st escalation, no one advised me of this. She sent me the document via email while I was on the phone with her, and advised that she will personally follow up. The entire time that Nationstar, no Mr. Cooper, has started servicing my loan, has been a nightmare. Constant miscommunication, unknowledgeable employees, and inadequate management staff.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I requested that the escrow account associated with my Mr. Cooper mortgage be cancelled. In response, Mr. Cooper granted my request on XX/XX/XXXX ( see Mr. Cooper correspondence ) and indicated that my XX/XX/XXXX payment would now be {$1600.00} ( principal and interest only ). However, despite Mr. Coopers assertions in their written correspondence, their payment site indicated that I still owed P & I and the escrow portion of {$880.00} for a total of {$2500.00}. As a result, I made my full payment on XX/XX/XXXX. ( See evidence of payment provided from Mr. Cooper via email. Also notice that the monthly payment on the receipt indicates that {$2500.00} was owed. ) On XX/XX/XXXX, I requested the status of my escrow account refund through Mr. Coopers secure messaging site. On XX/XX/XXXX, Mr. Cooper indicated that my escrow check was issued on XX/XX/XXXX ; however, the amount issued didnt include the most recent escrow payment I made on XX/XX/XXXX. On XX/XX/XXXX, I informed Mr. Cooper that they mistakenly applied the {$880.00} toward pay-down of the principal on XX/XX/XXXX, that their payment site didnt indicate that the {$880.00} would be applied to the principal ( meaning I never authorized the money to be used that way ) and that I needed this money to pay my XX/XX/XXXX local property taxes when theyre due in XX/XX/XXXX. Mr. Coopers response thus far has been to first deny reimbursing me the money, then indicating that Id receive a written response, then, upon receiving the written response, informing me that theyve deferred the decision until XX/XX/XXXX. At this point, due to Mr. Coopers denials and delay tactics, I have no confidence that theyll reimburse me the full escrow amount that Im entitled to, and I fear that Ill have to make up the shortfall when my taxes are due.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2018-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: please see # XXXX : Mr.Cooper responded to every complaint with similar resolutions with the exception of the attached complaint #. Please confirm if this property located in XXXX is part of a flood disaster or not? This is not " potential '' Hurricane Harvey ( 2017 ), This disaster happened in the XXXX area with disastrous flooding. While Mr. Cooper has not responded to us in this respect, we shall continue to look for help elsewhere. Furthermore, the lastest response addressed the company could not substantiate claims that we were told our payment would be less than the trial payments. If all calls or monitored as indicated, please review calls I made to speak with a Mr. Cooper representative. Although, ( it was Nations Star at the time, I made a call to Nation Star questioning the trial payments, this call would have been during the time we learn of the first trial payment.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: cra violation information is inaccurate no knowledge of accounts sent to credit bureaus
Company Response:
State: KS
Zip: 67217
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 2016 was a hard year. My son, proudly serving his country in the XXXX, went through a painful divorce while stationed in Hawaii. Helping with the legal fees of a long, ugly custody battle as well as the enormous expense of flying to and from there and my home took every cent I had. Things took an even worse turn, when S ocial Services seized his XXXX XXXX XXXX XXXX and his XXXX XXXX XXXX XXXX. At this point, I did what any mother and grandmother would do, and dropped everything and got on a plane. With my help, we regained custody. But at the end of this nightmare, my savings were gone, and Id worked one month out of the entire year. At the start I was working two jobs. Our family banded together to help care for the children, and even my ex-husband helped as best he could to keep me afloat. I had gotten a payment or two behind on my mortgage and we paid what was due. It is hard to bounce back all at once. Time passed, and as we all resettled back into our lives, I found myself somehow behind by three months. I thought I could pay it back like last time, but the loan had been accelerated. I pleaded with the bank to work with me. Mr. Cooper would be pleasant on the phone, but nothing would be resolved. The fees were still mounting. Someone in only five months, I owed a years worth of mortgage payments! Now I am back in XXXX XXXX, and back to working full-time.
Company Response:
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After being denied Modification, I decided to do some investigation on my own. XXXX XXXX states that they are not the owner as being claimed by Mr. Cooper/ Nationstar Mortgage. MY Forensic Document Examiner found several discrepancies and states in his preliminary report : " I have investigated the Trust as registered with the Security Exchange Commission ( SEC ) for the property 's loan number XXXX and zip code XXXX and found no match for either of those queries within the Trust. Recognizing that " XXXX '' stands for XXXX XXXX XXXX XXXX XXXX and the " XXXX '' stands for XXXX XXXX XXXX, I ran queries in all filings under XXXX for 2005 and discovered numerous zip code matches but no loan number matches. Further, I researched the MERS data base under both of the borrower 's names and SSN for MIN number XXXX and received a " No Match ' reply for the investor. Therefore, there is no evidence that this loan was secured under the alleged Trust or who the true beneficiary really is. '' After several written communication with XXXX XXXX, it is and has been unclear as to : i ) who is the current holder in due course and owner of the original mortgage note ; ii ) who is the current Trustee and how they became Trustee ; iii ) who is the current Beneficiary and how they became Beneficiary ; iv ) how the alleged loan was funded and by whom ; v ) whether money was laundered by the purported funders to fund terrorists activities ; vi ) where the funds to finance the alleged loan were obtained from ; vi ) who the funds to finance the alleged loan were obtained from. I am requesting that Mr. Cooper resolve this uncertainty and dispute by providing me with the following information with evidence that they have authority to foreclose on my property.
Company Response:
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX v. Nationstar ( Mr. Cooper ) See Case No.XXXX. XXXX illegally changed the UPB ; violated the terms of the PN and DOT, created and failed to correct flawed accounting, failed to produce the loan transfer dox, assignments etc. CFPB said in a phone call to me they really can't do anything and to get a lawyer. Maybe now, with the changes at the agency, some constructive resolution can be achieved. XXXX
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A