Date Received: 2018-01-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I initiated a CFPB case involving several challenges with Nationstar mortgage company and their practices. The issues that I communicated were eventually resolved ONLY after contacting CFPB. The mortgage company did admit to several errors on their part and fixed the multiple issues to my satisfaction. Due to the complexity and longevity of the issues with the mortgage company, I waited for the dust to settle before I contacted them back to align them fixing the errors with fixing my credit report that still contained incorrect data from their errors. The letter that they sent me on XX/XX/XXXX spelled out the months ( XX/XX/XXXX - XX/XX/XXXX ) where the error occurred and timeframe that this issue was active. Since then, I have contacted them and requested that they update my credit report for the duration that I 've had to deal with this issue and they have n't done so to date. For reference, the initial CFPB case number is XXXX.
Company Response:
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage purchased my loan and converted it to simple interest. They then apply my payment which was made at the beginning of my billing cycle to the last day of my billing cycle, earning the maximum interest on the loan and making it stand still for several years. They change the name of the company to Mr Cooper and change the billing cycle day constantly to continue the fraud.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Morning, I sold my condo on XX/XX/2017. The title company submitted my property taxes as part of the closing. I have an acknowledgement from the City of XXXX XXXX that the funds were received. During this process my Mortgage company also submitted payment for the taxes from my escrow account. However, these funds were returned because the tax bill was paid. I have now contacted Mr. Cooper several times regarding where these funds are. I am receiving a different answer each time and am no closer to receiving a refund from my escrow account.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For past 4 years, I 've had a lot of health issues and receive XXXX XXXX XXXX XXXX where I am allowed to work part time and keep my benefits to make ends meet. The year of 2017 was even more difficult for me because I was placed on Leave of Absence twice. Then XX/XX/XXXX, Hurricane XXXX hit that caused damages. I receive XXXX XXXX XXXX. I will be XXXX years old this year and can not afford a new home and I do not have anywhere to move to. I 've made every effort to stay current with mortgage payments but fail short. Just as I thought could see a little light at the end of this dark tunnel, Hurricane XXXX hit. I made a payment on XX/XX/XXXX in which I found was forXX/XX/XXXX. I called Mr. Cooper ( formerly Nation Star ) for assistance after Hurricane XXXX. I contacted XXXX XXXX to participate in the Hurricane XXXX Disaster program. I explained my situation with my health with 2 past due mortgage payments and Hurricane XXXX damages. I explained my homeowners insurance deductible is so high I did not receive any funds to repair. In addition, I told him a SBA Loan application was completed and denied, FEMA stated I was ineligible therefore I had to make the repairs myself without assistance. Therefore, the Hurricane XXXX Disaster Program would allow me to make repair without the threats of foreclosure. XXXX talks very fast so you have to ask him to explain things 2 or 3 sometimes 4 times that makes it difficult to understand what the customer needs to do. XXXX got very irritated with me because I continued to say Im dont understand and asked so Nation Star will modify the loan or process a forbearance on the loan. Then he said well need to wait to see which one would be processed. I told no I need to make sure what will happen at the end but he continued to say modification, forbearance or repayment plan. I told him I needed the information to make an informed decision and would help me decide whether not to do the hurricane XXXX Disaster program. I was very hesitant about participating so I asked more and more questions. He stated I could skip XX/XX/XXXX through XX/XX/XXXX and at the end he could process they would look at modifying the loan, Forbearance and repayment plan whichever that would fit to get the loan back on track. He stated if I needed another 3 months to call and it would be extended for me. On XX/XX/XXXX, I left a voicemail for XXXX to call me regarding extending the disaster plan 3 more months. XXXX called me back so I asked for another 3 months in which he granted. Then I asked about the modification again so I would be prepared on how to proceed after the program ends. I wasnt confident in the answers he gave me so I called back in to ask another representative. At that time, the representative says XXXX XXXX, you would not be eligible for a modification because you were past due before Hurricane XXXX I became very upset and thanked the representative for providing the correct information. I started thinking about how would I going to pay the full amount owed. I called again and spoke to XXXX XXXX where she was even more thorough. She explained the true status of my mortgage account which floored me. XXXX stated that I was 7 months past due and at the end of the extension foreclosure procedures would start. She asked if I was willing to give up the property which is why Nation Star Mtg. came by my home on XX/XX/XXXX and left a note. I told giving up the property wasnt an option for me because I live in the home over 45 years. She then asked if I had any family members that I could borrow the funds from. She says XXXX XXXX, your account isnt eligible for any program because the company had remove the HAMP, they do less modifications, no repayment plans and they will start the foreclosure process once the extension ends. She if you do not have the entire past amount they will foreclose and I would need to move. I explained to her that XXXX did not provide that information before I started the participation in the Hurricane XXXX Disaster Program. If he had, I would not have participated and would struggle to catch up. It would have been a hardship but trying to pay XXXX vs XXXX would be a better chance of getting. It would have been a little easier to pay the past due of XXXX ( 2 months ) than 7 months past due told her I would start looking for organizations to help with the funds to pay now and she notated my mortgage files. XXXX did not take the time to make sure I understood and provide the option for me to make an informed decision. He rushed through the process and placed me in line for Nation Star to foreclose on the property. Now, I may lose my property because I trusted and relied on incorrect information. I 've attache the Voluntary Payments Coupon after speaking with XXXX and him realizing he did not process correctly.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage has changed it 's name to Mr. Cooper. Since the change of name no one from Mr. Cooper has reach out to me to talk to me about my HAMP Loan Modification I applied for in XXXX which is yet to be resolved. Instead I received a foreclosure sale notice from XXXX XXXX, XXXX. that my house is scheduled for foreclosure on XX/XX/XXXX. Beside I was not told nor receive any correspondence from Mr. Cooper about the reason for the foreclosure. I believe there is shenanigan going between Mr. Cooper and XXXX XXXX XXXX, XXXX trying to force me out of my house
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: failure to provide proof of late payments, was already removed from XXXX
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Provided all requested documentation and was denied due to incomplete information. I have all of the emails to the company at the following times sending all information : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX All documentation was sent ; however, I was told that they were missing documentation. This is not the case. /thank you,
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a letter from Mr Cooper, f/n/a Nationstar mortgage. They are stating the promised assumption/modification is forthcoming upon the mortgage being current ( attached ) and my mother has paid her social security funds into the escrow fiduciary that makes the payments to XXXX XXXX XXXX ( that bought XXXX XXXX ) and the successors of the loan ( transfers ). We were told the XXXX payment increased to XXXX although no indication or disclosure if the original loan was forebeared, deferred, modified was sent to us and we were told is for " escrow increases ''. I have attached a total payment schedule from XXXX XXXX, along with their response to the NM Financial Institutions divisions, where we filed the original complaint as the property was foreclosed, yet we made the payment, or my mother did because we thought it was a ponzi scheme. It looks like the XXXX payment from the only mortgage statement that the mortgagors /sellers XXXX XXXX and XXXX XXXX gave us states the XXXX payment, however Nationstar has sent information as to the payment to be in the 1500 's ... If nationstar advanced cash to the sellers ( mortgagors ) is it then a second lien position to the real estate contract. And if so, the reason Mr Cooper is not allowing the CFPB and the loss mitigation to stop while all is reconciled/modified/fixed, is because they are not in first lien position and this " irem judgment against me '' and not mentioning XXXX XXXX as a party of interest is that because they are not in first position since they may have modified the loan with the XXXX 's knowing to do a title search first before so they would have found the land contract, the XXXX that was wrapped on the original mortgage. And so, we do not have privity of the money the banks, XXXX and Nationstar allege that they are missing. We ( my mother XXXX XXXX XXXX and I, XXXX XXXX XXXX ) have received a brick wall from the banks and asked to get the sellers to authorize us into information on their loans with the sellers/mortgagors XXXX XXXX and XXXX XXXX. We tried their attorney of record ( metro court ) XXXX XXXX to locate them, they told us is privileged information. So we went on the document title search to find their address and we found the sellers started trading/buying and selling real estate and transferred over 3 times property in XX/XX/XXXX and found they formed a company with XXXX cash, XXXX XXXX and XXXX XXXX XXXX having full control and doing an inside transfer into real estate in a real estate residence in florida, that the XXXX then deeded to the principals ( XXXX and XXXX ) in its entirety free and clear and then they took a XXXX loan on it, whose house is worth around XXXX. We filed a lawsuit in metro court because the escrow agent XXXX XXXX, who closed the deal in XX/XX/XXXX wth us and the XXXX 's on XXXX XXXX XXXX XXXX, XXXX NM XXXX told us if we want title insurance which we purchased we will have to sue the mortgagor and bank first. The metro court case got kicked for lack of jurisdiction as it appears the interest of my mother is in excess of 65K and tied to the title of the house. We want to know if we have to go through your summary judgement even if neither my mother or I got served. Your attorney XXXX has a hearing this XX/XX/XXXX to enforce summary judgment even if he did not even serve me of summary jugment but using irem judgment to prevail on a later hearing against the senior ( XXXX ) woman who has really paid this mortgage for the last 10 years. See attachment. Your resolution letter asks for the loan to be current, we paid the loan and more and we are current, paying through XXXX XXXX. we are ahead in 3 payments and there is money in title company that has been there since XX/XX/XXXX that the attorneys forgot to forward from title to the XXXX XXXX XXXX 's XXXX XXXX loan. Plus the appraisal you sent is from the real estate boom and is before the real estate downturn and from about 10 years ago, do you have a recent one? The house is not worth XXXX as short sale and XXXX in the market, plus mom put XXXX in repairs, the heater was gone and we were really cold I have receipts, the roof said was repaired but title did not get tthe receipt to us to ask for warranty and the roofer came and charged mom ( she paid 1/2 ) since the work is half done, the livign room had like a shower inside so we had to repair it, we were flooded. The house is worth much more now since XXXX repaired it with her retirement. The remedy in the REC is the title fort the buyers and looks like you have not paid your attorney XXXX for his services for Mr Cooper and he has no money he wants to get paid please. Please pay his bill his attorney bill, as I do not have the money to pay Nationstar dilligence for summary judgment. I just got out of XXXX, i could not walk and now that I am better I am back to working. Mom is really old and used her retirement. My kids barely graduated from XXXX but my older son XXXX is graduating and starting to work. He asked what is Mr Cooper billing for in the house? Or if this is a separate private personal debt that me, XXXX XXXX XXXX, has with mr cooper and what is the work order she has to pay? We used free attorneys from the HUD referal couseling agency, and the attorney XXXX XXXX works with the Attorny General now and we are getting help from legal aid. What do you propose if we have paid you the mortgage bill for 10 years via XXXX XXXX.
Company Response:
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our problem started in XX/XX/XXXX when we tried to lower our interest rate with our mortgage company XXXX XXXX, XXXX XXXX. We were told that we could n't reduce our rate, at the time 7.85 %, because " we did n't miss any payments. '' We could pay XXXX, which we did n't have, to refi. XXXX/XXXX suggested we miss two payments to trigger a modification. In month three, we tried to make a payment and it was denied because we were in modification review. Six months later, our request was denied because of " lack of paperwork ''. We resubmitted and went through the process for another six months to be told the same thing. It was at this time that we found out that the fax machine at XXXX/XXXX was set to only accept 20 pages at a time. Our package was 75 pages. This time we overnighted the package to them and waited again. We hired a private mortgage specialist to help us and a modification was agreed to. Before we sent the signed document back, we were informed that our loan had been " sold '' to Nationstar, a sister company. Nationstar said they had no documentation of our modification and sent us a bill for {$150000.00}. We had to reapply for a modification and it was approved with our loan increasing by the {$150000.00}. Meanwhile, because of stress and dealing with this problem, I lost my job. Our bills and mortgage payments stacked up until we had to file for bankruptcy in XX/XX/XXXX. We came out of backruptcy early and began making payments again until I lost my job again as a XXXX XXXX. We had to get another modification in XX/XX/XXXX because of the payments not covered in bankruptcy. We had to send Nationstar proof that we had made payments to them with reports from our bank showing the payments were made and that they had accepted them. During the modification, they added the amount to our existing loan. In XX/XX/XXXX, we tried to catch up by paying over {$41000.00} to Nationstar in XX/XX/XXXX. This time, my employment contract ended and I was n't employed again until XX/XX/XXXX. We contacted Nationstar, now Mr. Cooper, and were told that we were in foreclosure and that we owed XXXX in back payments. We asked what could be done and they said they would try to lower the amount. We called back on XX/XX/XXXX and the amount had increased to XXXX. We again asked for relief and were told to call back. On XX/XX/XXXX we called them to find out that reinstatement was now XXXX. We contacted the foreclosure attorney and asked for the copy of the cure notice stipulated in our agreement that said that we would have 30 days to respond once it was received per the suggestion of an attorney. Today, XX/XX/XXXX, I called Mr. Cooper to ask what could be done. I talked to three people increasing in the management level. We were told that the reason that our reinstatement was so high is that our new payment amount increased to {$6700.00} per month and a 7.85 % interest rate. This is what it was nine years ago! So, this many years later, our credit is ruined, we have the same interest rate ( while prime quoted from some banks is 4.0 % ), our total amount owed is now {$810000.00} ( increased by $ XXXX from when we started ), we are facing foreclosure on XX/XX/XXXX, and we will lose everything. Our savings is gone. I have no retirement and now no home. We wanted to pay down our loan now that we are all employed and sell the house to move to something smaller. We could n't qualify for HARP because Nationstar/Mr. Cooper added the $ XXXX to our loan of $ XXXX and we were over the qualification maximum. I am not sure if a crime was committed, but common decency was definitely violated. All we wanted was to have a lower interest rate and keep our home in XX/XX/XXXX. Now, we are days from being homeless.
Company Response:
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper formerly none as Nationstar Mortgage. I frequently send in money towards my principal balance on my mortgage. On XX/XX/XXXX, I sent in a check marked specifically to go towards my principal in the amount of {$1700.00}. The check was posted as a regular payment. The regular payment is on Auto Pay and it is posted every month from the banking account. I have contacted Mr. Cooper several times starting XX/XX/XXXX when I got a statement showing they put the money as a mortgage payment. Spoke with XXXX, she said it would be corrected in 24 hours. It was not. Next, I spoke with XXXX, I was told it was denied when the request was put in because the regular payment had not come in through the auto draft. On XX/XX/XXXX, I spoke with XXXX, she said it was denied again. I asked to speak with a manager and XXXX with Account Services came on the phone. She said she would personally handle the situation and gave me her personal number XXXX and asked me to call her on the XX/XX/XXXXafter the auto payment had posted. TheXX/XX/XXXX being a holiday, I called her on the XX/XX/XXXX at XXXX. No one answered the phone nor did a recording came on. All the numbers I have called for Mr. Cooper, No answer. After going through all the prompts I have been on hold for 30 min, then a recording say do to weather this number is not set up to receive calls. XXXX, this is the number on the statement.
Company Response:
State: NC
Zip: 27529
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A