Date Received: 2018-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : I have nowhere else to turn. My current mortgage lender ( Mr. Cooper ) has me over a barrel. Ive been trying to refinance for the past 2+ years, but every time I try, Mr. Cooper puts up a road block. What happened most recently, I make weekly payments for my mortgage, but in the month of XX/XX/XXXX I had one weekly payment reversed which resulted in a partial payment for XX/XX/XXXX and thus triggered a 30 day late status. Mr. Cooper did send a letter about the reversed payment, but I was unaware of the letter because I spent 3.5 weeks traveling in XX/XX/XXXX. Also, the letter that I received from Mr. Cooper was dated XX/XX/XXXX ; well past 30 days late and didn't give me an opportunity to rectify the payment issue. I was unaware the check was returned until I received/saw the letter. As soon as I came home, I saw the letter and made the payment right away. The payment was made on XX/XX/XXXX and that was for the balance of the XX/XX/XXXX payment ( the other weekly XX/XX/XXXX payments went through ). I made a good faith effort in paying on time for XX/XX/XXXX, but due to Mr.Cooper notifying me after the fact, it made me miss the full XX/XX/XXXX payment by a few days. I can't seem to talk directly to the department within Mr. Cooper that investigates and reports to the credit bureaus in order to explain what happened. I keep getting the run around when I try to call in.
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX was my loan servicer and it is now Mr. Cooper. The official Notice of Servicing Transfer letter is dated XX/XX/2017. It indicates the servicing of our mortgage loan ( no dollar amount was listed on the Notice of Servicing Transfer ) was being transferred effective XX/XX/2017. I have a copy of this letter. I have read in The XXXX XXXX online that : " ... [ Y ] our old and new servicers must notify you about the transfer of your servicing rights no less than 15 days before the effective date of transfer. If you never received the servicing transfer notice, you can also file a complaint with the CFPB online. '' In our case we did receive notice, but a week or so AFTER it occurred. In my opinion this does not conform to federal regulatory requirements governing the transfer of mortgage loan services from one business to another as I have read and understood them.
Company Response:
State: OR
Zip: 97123
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: Closing on a mortgage
Subissue:
Consumer Complaint: Please find the payoff statement reflecting the recording charges listed in the payoff ( recording fees ). We received the original unrecorded documents and see that the lender is keeping these fees and sent out the documents to be recorded with the recording fees expected to be paid again by the seller. This appears to be they are overcharging and may be happening to a significant degree. We hope to find some resolution to this over charge and why did they keep the recording fees if they did not intend to record the documents removing the lien. Thank you, XXXX XXXX-Owner XXXX
Company Response:
State: CA
Zip: 92867
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX Mr. Cooper formerly Nationstar emailed me and sent a letter notifying me that XXXX had sold them my home loan. A few days later I received a letter in the mail stating the same thing. The effective date of the transfer was XX/XX/XXXX. In that same email they said that they would mail me additional information in about two weeks. I received no payment information for XX/XX/XXXX. I received no written statement of debt : where should payments be made, no monthly statements, no information about what to do if I wanted to seek a new loan company, etc. On or around XX/XX/XXXX I still had not received a monthly statement for payments to the new company. I called Nationstar/Mr. Cooper was was told that I could sign up online to make payments. I told them that while I would sign up, I was requesting that an actual monthly statement be sent to me. I should as required by law be provided written information about my debt. Nationstar/Mr. Cooper never sent a XX/XX/XXXX bill/monthly statement and never informed me of the amount due for XX/XX/XXXX. I eventually just paid the same amount I had previously paid to XXXX. Each time I called I got random answers about why they were refusing to send me a XX/XX/XXXX mortgage statement or bill. Once again - Nationstar/Mr.Cooper refused to send a XX/XX/XXXX bill/mortgage statement in writing as requested many times. In late XX/XX/XXXX I started receiving harassing calls from Mr. Cooper staying that XX/XX/XXXX mortgage was not paid. I immediately disputed that. I provided the date that it was paid from my XXXX banking account. Mr. Cooper informed me that they applied that payment to XX/XX/XXXX. I immediately demanded to talk with a supervisor and disputed that XX/XX/XXXX was not paid. Mr. Cooper did not own the loan until XX/XX/XXXX. XX/XX/XXXX payment was already made to XXXX. Mr. Cooper refused to send out a monthly statement or bill for XX/XX/XXXX. Currently Mr. Cooper is reporting me to credit bureaus as being late because they have been and continue to apply payments one month behind. Once again- XX/XX/XXXX payment was applied as an XX/XX/XXXX payment- when Nationstar did not own the loan until XX/XX/XXXX. Payments are not being applied correctly. Mr. Cooper refuses to send a XX/XX/XXXX bill/statement in writing as required by law, and Mr. Cooper is not honoring the dispute process. I disputed in writing that XX/XX/XXXX payment was owed to them ( they didnt own the loan until XX/XX/XXXX was half over and payment was made to XXXX ). The creditor is refusing to send written proof of an amount owed ( No XX/XX/XXXX bill ), and they have incorrectly reported me to the credit bureau as being late when this is in dispute and Mr. Cooper has not provided written verification of the dispute status as required by law.
Company Response:
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2018-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX Nationstar Mortgage I was informed that my loan modification payment would be XXXX/month I received a notice to pay XXXX XX/XX/2018 with a 7.2 % interest rate. This company has collected government payments under my social security number.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to payoff my loan. I have made two attempts. Both attempts they are rejecting my payoff. This is causing hardship on purchasing my next home.
Company Response:
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2018-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear Nationstar c/o Office of the Comptroller of Currency Nationstar Customer Relations Department c/o Mr. Cooper XXXX XXXX XXXX XXXX TX XXXX RE : Nationstar Mortgage XXXX ( XXXX ) 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 loan amount. .. 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 Chapter XXXX attorney ; the Chapter 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: XXXXX
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good Morning, My name is XXXX XXXX. My family applied for the hardest hit fund in Michigan due to a loss of my husband 's 15 year job. We were approved, however when my Michigan Hardest Hit fund case manager contacted Mr. Cooper on XX/XX/XXXX to pay our past due balance, Mr. Cooper refused to take payment until I attempted to modify my loan through them. We are not in bankruptcy. I filled out a Mr. Cooper modification request and over the course of a month submitted all documents. My Mr. Cooper 's modification was denied with no options for assistance. We started this process back in XX/XX/XXXX when were two payments behind. Now we are at risk of losing our home. Can you please help us? We ca n't afford an attorney, and my husband now has a good job, and we really want to stay in our home. I am grateful for the Hardest Hit Fund program, and do not take assistance for granted. I just do n't understand why Mr. Cooper refused to accept the hardest hit fund payment. Thanks so much for your time, XXXX XXXX XXXX Mr. Cooper Acct # XXXX Hardest Hit Fund ( Step ForwardCase Number # XXXX ) Advisor who spoke with Mr. Cooper XXXX XXXX- XXXX- XXXX
Company Response:
State: MI
Zip: 48152
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called XXXX XXXX XXXX and asked them if they could set up an impound account for the property taxes only. I asked them to pay the delinquent taxes before the default date of XX/XX/XXXX. They sent me a proposed contract which I did not sign because it increased my monthly payment by {$1700.00}. I called XXXX XXXX County Treasurer and Tax Collector ( XXXX ) on XX/XX/XXXX and they said the 2nd installment had not been paid. I sent a check that day. I called Nationstar and told them I had not signed the impound account proposal and had paid the taxes myself. She told me that if I did not sign, then there would be no impound account. Apparently Nationstar did send a payment to XXXX, and it arrived before my payment. I sent a check for {$3800.00} to Nationstar on XX/XX/XXXX noting that it was for reimbursement of it 's payment to XXXX. After some delay they finally applied it as a repayment. The problem is they are saying that the DOT alows them to impose unilaterally, an impound account. They are mistaken. The federal law in the cited in the DOT is superseded by CA state law. That law requires 2 consecutive tax payment to be delinquent. This did not happen. I engaged an attorney to advise me on the law. I do not want to sue for damages, but XXXX XXXX XXXX d/b/a Mr. Cooper will not respond by phone or letter. They do continue to threaten me with foreclosure and even sent a XXXX XXXX property inspector to our door. He had been told by Mr. Cooper that the property was unoccupied. I do n't even have a XXXX XXXX loan!! This brings up the question of, why are they are trying to force me into an impound account. My attorney thinks it may be part of a larger plan to force other mortgages they are servicing into impound accounts. This makes sense since they are trying to collect way more funds than is necessary to pay the taxes.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our previous mortgage loan was with Mr Cooper. We got a letter in XXXX stating they sold our loan to XXXX XXXX. We usually made payment to XXXX XXXX who would pay Mr. Cooper. Mr Cooper received that payment onXX/XX/XXXX and they claim it was Wire Transferred as a bulk payment to XXXX XXXX but do n't have any electronic record to show. XXXX XXXX continues to tell us they have n't received the payment. We have spend numerous hours trying to get this resolved but not able to get anywhere. A I can provide proof that money was transferred from our XXXX XXXX account XXXX XXXX and from XXXX XXXX to Mr. Cooper. Regards, XXXX XXXX
Company Response:
State: MN
Zip: 55024
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A