Date Received: 2018-01-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I would like to report a violation of the Truth-In-Lending-Act by my mortgage loan servicer as follows : On XX/XX/XXXX I purchased my home with a mortgage loan from XXXX XXXX XXXX. At the closing, I signed the truth-in-lending disclosure statement which disclosed the monthly amount of the principal and monthly amount of mortgage insurance premium ( Varying from {$5.00} to {$4.00} monthly throughXX/XX/XXXX ). I began paying the monthly principal amount plus the indicated MIP amount ( {$5.00} to {$4.00} in XX/XX/XXXX ). On XX/XX/XXXX the servicing of my loan was transferred to Nationstar ( now " Mr. Cooper '' ). I began getting charged the monthly principal amount plus {$64.00} for MIP, which did not match the MIP disclosed to me on my truth-in-lending disclosure statement. ( The truth-in-lending statement clearly states that my monthly payment amount includes the monthly MIP. ) In XX/XX/XXXX, my escrow account underwent its annual review, and I contacted Nationstar in XX/XX/XXXX to notify them of the discrepancy between the MIP amount I was being charged monthly and the amount MIP disclosed to me on my truth-in-lending disclosure statement. They corrected the discrepancy from XX/XX/XXXX through XX/XX/XXXX by crediting my escrow account each month with the difference between the two amounts. In XX/XX/XXXX, Nationstar stopped crediting my escrow account with the difference, and I began getting charged {$61.00} per month for MIP. In XX/XX/XXXX my escrow account underwent its annual review, and I contacted Nationstar in XX/XX/XXXX to notify them of the discrepancy between the MIP amount I was began charged monthly starting in XX/XX/XXXX and the amount disclosed to me on my truth-in-lending disclosure statement. I was advised to contact FHA directly. FHA then advised me to submit a complaint with the CFPB to report a violation of the Truth-In-Lending-Act.
Company Response:
State: FL
Zip: 32607
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint filed against Mr. Cooper XX/XX/XXXX I am writing to you to file a complaint against Mr Cooper. Listed below are the details regarding our dealings with this Mr Cooper. This situation is stressful at best. The continual phone calls and letters are borderline harassment. Not to mention the numerous hours logged on the phone with these people to get no farther ahead. They have messed with our credit score. We have been charged late payment fees, as well as other unexplainable fees. We were issued an escrow check which we deposited and then they put a stop payment on it which overdrew us in our bank account. We have had sleepless nights of stress and worry and we want this situation handled. We purchased our home in XX/XX/XXXX, our financer was XXXX XXXX. We made our first payment of {$1000.00} to them on XX/XX/XXXX. We made a partial payment of {$530.00}, to go towards our XX/XX/XXXXpayment, on XX/XX/XXXX. Our loan was then sold to XXXX XXXX XXXX XXXX. We made the remainder of our payment for XX/XX/XXXXto XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$530.00}. Our loan was again sold, this time to Mr. Cooper/Nationstar. We made a partial payment to Mr Cooper on XX/XX/XXXX in the amount of {$530.00} to go towards our XXXX payment. We made the remainder of our XXXX payment on XX/XX/XXXX for {$530.00}. The next payment to Mr Cooper was made XX/XX/XXXX for {$570.00} and the remainder for XX/XX/XXXXwas paid on the XXXX for {$500.00}. And our XXXX payments were made on the XXXX for {$600.00} and the XXXX for {$470.00}. With all of that laid out, Ill explain the numerous calls and letters that have been ongoing since XX/XX/XXXX. Our first phone call from Mr Cooper came in XXXX, just weeks after they purchased our loan from XXXX, and they were concerned because we missed a payment. I did not get the customer representatives name, but I did get her phone number and told her Id call back with detailed payments and dates of all of our payments to that point. I got her voicemail when I called so I left a message detailing payment dates and amounts. I never received a phone call back and was left to assume everything was cleared up. We received another phone call from Mr. Cooper in XXXX with the exact same problem. Once again we went through our payment history with them. Again, I didnt get a name, but I was told they would look into our account issues, and yet again we never received a call back. Weve received a letter every month stating we are behind, along with the phone calls, but nothing gets resolved. Also in the month of XXXX my husband, was reported to the credit bureaus as missing a payment. In XXXX, XXXX received another call from Mr. Cooper. A customer service rep, which again we didnt get a name, was calling to inform him that we had XXX amount of money sitting in a suspended account and wanted to know what we wanted to do with it. XXXX asked what the money sitting in this suspended account was and why was it sitting in a suspended account? The Representative explained that because we make biweekly payments the first partial payment sits in a holding account until they collect the second half and then they apply the funds. He implied that was what this money was and wanted XXXX to give the ok to apply. Of course thats what we did, per this reps advice. It was applied to our XX/XX/XXXXpayment. Two weeks or so after that XXXX gets another call from Mr Cooper because we are yet again missing a payment! He asked the Representative, XXXX, about the money sitting in the suspended account and wants to know if it was applied. She informed him we did not have money sitting in a suspended account but that is was in fact money we paid over in our escrow account, and that it was our money, and they could NOT apply it to our account, that a check was mailed and we were to cash it. We could then make another payment if we chose. She also promised to look into our situation and get back to us because we were STILL being told we were behind. More time was spent on the phone with her once again going over our payment history. To date we have yet to hear from her. We deposited the check into our checking account on XX/XX/XXXX. They put a stop payment on the check on XX/XX/XXXX. We started taking first and last names after that. On XX/XX/XXXX we spoke with XXXX XXXX about this ongoing issue. He had no answers, he talked in circles and was very unpleasant to deal with. We were transferred to XXXX XXXX from the Research and Response Department. XXXX and XXXX spent 2 hours on the phone with him that night, once again going over EVERYTHING. He promised to call the next morning to discuss this further and figure out a solution. And yet again XXXX spent 2 hours on the phone with XXXX. XXXX XXXX and XXXX XXXX began with a three way call with our bank who detailed every payment made towards our mortgage from day one. They then had a three way call with XXXX and it was determined that XXXX failed to transfer a partial payment in the transfer of the loan process. We thought the problem was being solved, until I received an email from XXXX on XX/XX/XXXX telling me he hadnt received the payment history from XXXX and would I reach out to them and get it sent, because he couldnt call directly. What?? XXXX also informed us that the information regarding our escrow check was correct, the part about it being our money and they couldnt distribute as they saw fit. He said he would take care of us as far as our bank account, cover any overdrawn amounts and such. He also said he would take care of the issue of reporting XXXX to the credit bureaus. As of today XX/XX/XXXX nothing has been done to rectify any of it. XXXX did call again on the XXXX to let us know he hadnt received the payment history from XXXX and asked if I, XXXX, had reached out to them to fax that information to him. Yes I had, and I dont feel it was my job to do in the first place! Since the XXXX we have received phone calls from Mr Cooper yet again telling us we are late on our payment. XXXX XXXX called us on XX/XX/XXXX to inform us we are now missing the payment for XXXX, I asked him how that was possible. The monthly statement FROM Mr Cooper shows we made 2 payments in XXXX, we had talked with XXXX and XXXX about applying one of those to the XX/XX/XXXXpayment, because after all, the payment credited to our account on XX/XX/XXXX was in fact the Escrow money that my husband inadvertently had applied to the XXXX payment. Confusion is what this company deals in! At any rate my husband and I spent almost an hour AGAIN going over our account and payment history to get nowhere, he was absolutely no help! So he transferred us to XXXX XXXX, a supervisor, and he was as rude and ignorant as XXXX XXXX. XXXX XXXX is now trying to tell us that the XXXX payment did come through, that everything was updated on our account, but now the problem is our XX/XX/XXXX payment to XXXX XXXX. Theyve never received that payment he claims!! He also informed XXXX that the case was closed and the letter should be showing up any day explaining what was fixed but yet again we are still a payment behind!! Our online bill from Mr Cooper has not changed. It shows a payment to principle in the amount of {$290.00}, we never authorized that. Apparently it was money left over from the escrow check that Mr Cooper decided to distribute of their own accord. And just to note, we asked to speak with XXXX several times while talking to both the XXXX to be told he was not at that location, he was unavailable, and they werent sure where he was. They offered to email XXXX and ask him to contact us. A full 24 hours has passed with no word from XXXX. Every time we speak to Customer Service Representatives, Supervisors, or even the Research and Response Department we get no answers. These people are incompetent at best! They have not been properly trained and none of them know what they are talking about!! They shuffle and reroute you and you cant get a hold of the same person twice so you end up having to explain and re-explain and nothing gets done!! I feel this is done on purpose!!! Mr. Cooper has made buying a home a very regretful decision!! The sleepless nights and harassment that Mr Cooper has caused me and my husband has been awful. Please help us get this situation taken care of!
Company Response:
State: MT
Zip: 59701
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When set my account up for autopay when Nationstar first took over the servicing of my loan, five years ago. My mortgage payments were auto drafted from my account without incident until XX/XX/XXXX, when my mortgage payment was not autodrafted. I was not notified that my payment was not autodrafted or even that my autopay would be ending. Instead, I received twice weekly cold-calls/emails from Nationstar regarding refinancing my loan. I even spoke with Nationstar representatives on XX/XX/XXXX and was never informed that my account was delinquent or that my autopay had ended. Instead, I was solicited again regarding refinancing. Fortunately, I checked my bank account and say that the payment was never drafted on XX/XX/XXXX and called to get my late fee removed, but I received no answer as to why that payment was not autodrafted. Or an explanation why I did not receive electronic notification of the delinquency/autodraft failure..particularly when all my communications with Nationstar were electronic and I received so many marketing/refinancing solicitations from Nationstar during XX/XX/XXXX.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow account disclosure statement on XX/XX/XXXX, from Nationstar, now known as Mr. Cooper, in XXXX, Texas, that my escrow was short over a {$1000.00} ; then I received a mortgage loan statement on XX/XX/XXXX, that my escrow has a minus balance almost {$2000.00}. I do not understand how nor why there is a minus escrow balance. I am paying the mortgage amount Nationstar/Mr. Cooper states ( even when it goes up ), and, money is taken from my payment and placed into my escrow - why is there a escrow minus balance?
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX {$320.00} they later sent a check back in XX/XX/XXXX and requested a new consolidation wanting {$1600.00} and {$610.00} a month onXX/XX/XXXX and additional for XX/XX/XXXX payment when i was already paying {$320.00} a month the money was going to XXXX XXXX XXXX company who has changed their name to mr. cooper XXXX XXXX XXXX and XXXX XXXX was responsible for this account my question is how my property reached the foreclosure status when i made my payment promply of {$320.00} each month after the property reached foreclosure my attorney XXXX XXXX charged me and my wife {$2500.00} to handle the foreclosure he advised us to file a temporary bankruptcy and we did later on the mortage company came back with a consolidation fee approved for {$1600.00} to be paid on XX/XX/XXXX and an additional {$610.00} and XX/XX/XXXX. payment due onthe third for {$610.00} how can this be when i was already making payments at {$320.00} a month where did the payments for XX/XX/XXXX and XX/XX/XXXX go this is unfair to me please help me with this situation thank you and God bless
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was denied a loan modification, twice in the last 2 years by Nationstar Mortgage. After hiring a lawyer and paying for a Mediation, the lawyer and bank have allowed my home go into foreclosure. I am also XXXX, XXXX XXXX, for the second time and have owned my home since XXXX. XXXX XXXX XXXX ( I was with them for 26 years ) sold my Mortgage to Nationstar after I said I was filing a complaint against them for denying a HARP loan that I was eligible for. XXXX tried to tell me that I needed to be late with my payments to be eligible and I knew better because I had read the stipulations on the Government web sight. When I told them that I was filing a complaint because of false information, they sold my mortgage. Nationstar also told me to be late with payments and I told them it was not correct info. They promised to lower my payments through the Loan Modification Program. After making the 3 initial payments, I was told to wait until I was notified about my new payment. After several months, I contacted them to find out what was going on and I was told that I had to do the loan modification again, because I didn't send payments, when I was told to wait. I again went through another modification and discovered that Nationstar was reporting me late to the Credit Bureaus. I had to hire a lawyer, who was in bed with the other lawyers and they " kicked the can down the road '' and I now am in foreclosure. I had an IRA that the lawyer told me to drain so that I could make Nationstar a cash offer. I had {$110000.00} and tried to make an offer, through my lawyer, and was never given a payoff amount. The lawyers have charged me almost {$20000.00} and I have accrued charges that are {$41000.00} over what I originally owed. I notified your agency at the beginning of the year, by phone, and NEVER received a complaint form. Thank You for your help with my situation. I have listened to XXXX XXXX and I appreciate ALL that your agency does to help us. We finally have a voice against these unjust practices. I am XXXX years old and have never asked for help and I really need it now. XXXX Bless and Thanks for your attention.
Company Response:
State: FL
Zip: 32927
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Contacted Nationstar. Also contacted XXXX about modification documents never filed with county and transferred to Nationstar
Company Response:
State: NY
Zip: 11717
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Formal Complaint on Mr. Cooper Mortgage Company Report below shows steps taken to get my Taxes and Hazard Insurance paid and Actions that need to be taken. Starting on XX/XX/XXXX I received my M.U.D {$960.00} and L.I.D {$960.00} tax statements and faxed over to Mr.Cooper. ( Confirmation page scanned to documents. ) At this time I had not received my County Tax Statement. ( Keep in mind, every time I brought up these faxes to Mr. Cooper, absolutely no one could give me an answer on where these faxes were. ) On XX/XX/XXXX I received emails from Mr. Cooper that my County Tax {$610.00}, MUD {$180.00}, and LID {$180.00} had been paid. ( Emails scanned to documents. ) On XX/XX/XXXX I called Mr. Cooper and spoke to XXXX XXXX wondering why a Red Flag wasnt done because of the faxes I sent 10 days earlier were two different amounts. It took both of us to take screening shot of our computer to believe that we were seeing two different amounts. This is where I figured out that there were two different account numbers. Property ID ending in XXXX ( this is the one the bank had ) and Property ID ending in XXXX ( this is the one I had ) which was also the account numbers that were on the statements I faxed Mr. Cooper back on XX/XX/XXXX. XXXX was just on my land, XXXX was just on my house. XXXX XXXX told me she sent a request for review on the other account number. The evening of XX/XX/XXXX I received a letter in the mail from my insurance company that they have not received payment which was due on XX/XX/XXXX, and that if they dont receive payment by XX/XX/XXXX, that my insurance would be cancelled. ( Letter scanned to documents. ) On XX/XX/XXXX I called my hazard insurance and Mr. Cooper to get this fixed. Mr. Cooper said they would overnight payment to my insurance company. I called back and spoke to XXXX with Mr. Cooper regarding my second account to be paid. We were going to conference in the County Office, but they were closed for the holiday. On XXXX XXXX, the County Offices were still closed because of another hard freeze. On XX/XX/XXXX, I called Mr. Cooper and spoke to an escrow rep that wasnt being helpful, so I got transferred to a Supervisor, XXXX XXXX to confirm that they had mailed off payment, and to see where they were at on mailing off the rest of my taxes that were still due. She said that they had called and my taxes have already been paid. I had to explain the second account again. Thats when she said lets call the county office together. While on hold she typed in the property id number I had and then she says well maybe we dont need to talk to the county office. We hung up with county and she emailed me saying she put in a request for property id ending in XXXX to be paid by XX/XX/XXXX. ( Email scanned to documents. ) ( Youll see at this time I thought one property id was just the land, and the other property id was land and house, so I thought they had over paid my taxes. ) XXXX gave me her email address so we can stay in contact. On XX/XX/XXXX, I received emails from Mr. Cooper that my taxes on property id ending in XXXX, and my hazard insurance have been paid. On XX/XX/XXXX, I went online and noticed my mortgage had dropped significantly, so I emailed XXXX asking her to reach out to me because an analysis on my account was done on XX/XX/XXXX, with new payment information which I felt to be wrong because all of the account and tax problems. She never reached out to me. I called Mr. Cooper and explained everything again to an escrow rep, they werent being helpful so I spoke to a Supervisor, XXXX who also promised to follow up with me, and never did. XXXX said that they had been calling the tax offices and that they have confirmed they have paid my taxes in full. I asked XXXX, well what about the second account? In which he said XXXX account? Thats when we got on a conference call with County Office and MUD LID office, they confirmed that the account with my land had been paid, but that they havent received payment for the account with my house. XXXX then went forward to tell me that Mr. Cooper had mailed me an escrow check of over $ 5k. ( In which a stop payment was put on that and I was told on XX/XX/XXXX, by XXXX in escrow that it has hit back to my escrow. ) I also received an email from Mr. Cooper that another Hazard Insurance payment had been mailed offed. Unfortunately, I cant find proof of this email and I know I spoke to someone. The person was supposed to stop payment on one of the insurance payments. XX/XX/XXXX, I contacted The Appraisal District about the two accounts, and they said they had noticed this back in XX/XX/XXXX and that they merged the two accounts, so in XX/XX/XXXX I would not have this problem. I never received a letter about this from the Appraisal District, I also never received statements from anybody for property id ending in XXXX. ( The statements scanned for XXXX were printing from their websites. ) XX/XX/XXXX-XX/XX/XXXX was off and on the phone with Mr. Cooper and my insurance trying to get my insurance paid, because as of XX/XX/XXXX I wouldnt have insurance anymore. XXXX with my insurance company said Mr. Cooper will overnight them a check. Never happened. XX/XX/XXXX I confirmed directly with County Office and MUD & LID Office that both accounts were paid in full. Then called my insurance and my insurance was still not paid. Between my insurance company and me, we conferenced in Mr. Cooper several time, but this particular time Mr. Cooper said that the first two payments had the wrong address and they would overnight 3rd payment to received that following Monday, XX/XX/XXXX. XX/XX/XXXX XXXX to XXXX and XXXX with the insurance department with Mr. Cooper. Here I got contradicting stores about which checks had been cancelled and which checks had been overnighted or mailed. Here I got dates and reasons for check problems. XX/XX/XXXX, I called and requested for them to send payment. XX/XX/XXXX, I called to confirm it was sent. XX/XX/XXXX, Check # ending in XXXX, Mr. Cooper had sent to the correct address, but had the wrong policy number, so insurance sent back. Check was cancelled. XX/XX/XXXX, Check # ending in XXXX, Mr. Cooper mailed off to wrong address. We were told by many escrow reps and insurance reps that they were going to do a stop payment. Come to find out on XX/XX/XXXX that this check was never cancelled. Also conferenced in insurance company again and they said the PO Box Mr. Cooper sent it to was there old address and that it will be forwarded to their new PO. XX/XX/XXXX, check was never issued. XX/XX/XXXX, check was never issued. Continuing on with XX/XX/XXXX, I later got a phone call from XXXX with Mr. Cooper hazard insurance department in XXXX, GA. Apparently she has been working on my issue since last week in the background of all this. She had been reviewing all the notes and was the one that cancelled the checks on XX/XX/XXXX and XX/XX/XXXX because she knew the one that was sent on XX/XX/XXXX was eventually going to get to my insurance company. Even she was surprised how many payments that were sent out because representatives hadnt been reading the notes on file. She seemed very much an advocate for me and said that she will get back with me once the cancelled payment has reached my escrow so that I can have another analysis done on my account so I can make the XX/XX/XXXX payment.
Company Response:
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper failed to pay my insurance premium from my escrow account on or before the due date.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Nationstar XX/XX/XXXX- advised requested PMI removal. Told by escrow department to send in form to request removal. Advised would need an appraisal to determine new valuation on property. Requested a copy of the origination appraisal as well to determine the figure they would be using to determine the LTV ratio, which was never sent to me. ( I personally don't believe they have a copy as I was told she couldn't find it and when the request was put in for research dept to pull it I was sent other loan docs, but never the origination appraisal ). XX/XX/XXXX-Sent in form via email and fax from information provided along with the appraisal district printout showing a large variance in my property value. Called & emailed into Nationstar again a few times in between and no response. Called in XX/XX/XXXX- escrow department states that they sent a letter to me denying back in XX/XX/XXXX, however I never received any letter of the sort. I was additionally advised that they would be able to obtain a new appraisal, if I approved, to calculate the current valuation of my home to determine property LTV ratio. This was never completed either. Per the escrow rep on XX/XX/XXXX, they use the origination appraisal ( the one that nobody can provide me ) in order to calculate this figure. No responses to my requests. No clear idea how to remove my PMI. No copy of my origination appraisal received still. I continue to have PMI being pulled monthly from my escrow account when I have been eligible and met guidelines to have it removed a significant time ago without action on the part of the mortgage company to advise how to do so nor response to my request to do so. I also have delivery receipts from the emails sent if needed.
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A