Date Received: 2018-01-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom this may concern, my name is XXXX XXXX. My girlfriend, XXXX XXXX and I live in XXXX, NC. We have a Sale Date on our house on XX/XX/XXXX. We have been going round & round with Nationstar Mortgage ; who has turned into XXXX XXXX XXXX, since XX/XX/XXXX. We tried repeatedly to get a mortgage modification for months and finally received one in XX/XX/XXXX. We made our 1st payment on the modification and 2 days before our 2nd payment was due, we received a letter stating that there was a signature missing on one of the pages. They were going to send me the page that hadnt been signed and told me not to make our 2nd mod. payment until the error was corrected. That is where the nightmare with them started all over again. I continue to have the same problems & issues with Mr. Cooper as I always did with Nationstar. I have sent 2 ( two ) complete RMA Packages to them and its always the same old thing ; didnt receive, pages missing, can you resend, etc. 1024.41 ( b ) Receipt of Loss Mitigation application - A servicer shall exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application. They have now scheduled a notice of sale for XX/XX/XXXX. We have done everything over & over to try and avoid this from happening again but they seeming are steering our property into foreclosure for what I feel is their own monetary gain and total disregard for us losing our home that we love. Violation of The Real Estate Settlement Procedures Act ( Regulation X ) XXXX Loss mitigation procedures. The Consumer Financial Protection Bureau established rules to protect mortgage borrowers from costly surprises and runarounds by their servicers. How is it that we are in foreclosure again when we have been sending and resending paperwork in to get the modification reinstated that got off track because of one missing signature? XXXX ( g ) Dual Tracking is prohibited. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. CFPBs mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure, borrowers shouldnt be surprised by the start of a foreclosure proceeding until they have had time to explore all available options. They now tell me there is nothing they can do to postpone the sale date or modify the loan. Mr. Cooper Mortgage continues to violate the Dodd-Frank Consumer Protection Act. They have dual-tracked my mortgage while avoiding an opportunity to work out something rather than foreclosure on us. Please help us postpone the sale date of XX/XX/XXXX. We would be devastated if they were allowed to foreclose on this property. PLEASE HELP!!! XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2018-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XXXX/XXXX/XXXX, our mortgage was transferred to XXXX XXXX. This complaint is related to our former mortgage company, Mr. Cooper ( formerly known as Nationstar ). Mr. Cooper failed to pay XXXX property taxes for one of the two lots listed on our deed, and this error on their part has resulted in a local attorney purchasing a " certificate of delinquency '' on the lot with the unpaid taxes, giving the attorney a lien on the property. Long story, but here we go ... There are two " lots '' on the deed -- The main lot ( where the house sits ), and a side lot about 8 feet in width ( where a portion of the driveway and fence sit ). Although both lots are on the deed, we get property tax statements for each lot. Our initial mortgage company, XXXX XXXX, paid the property taxes for both lots without issue each year. Our mortgage was transferred to Mr. Cooper in XXXX, and Mr. Cooper failed to pay the property taxes on the 8-foot wide side lot ( approximately {$5.00} in taxes ), which allowed an attorney to pay the taxes and a " certificate of delinquency. '' We were notified in XXXX of XXXX via a letter from the attorney that she held the certificate of delinquency, and that we were to pay her more than {$400.00} to settle fees and debts. We immediately contacted Mr. Cooper representatives, and spoke to multiple supervisors to explain the situation. These supervisors contacted our local county attorney, investigated the issue, and admitted to us that Mr. Cooper erred in failing to pay the taxes on both lots, since both lots are listed on the deed. Mr. Cooper assured us that the debts and fees owed to the attorney would be paid with Mr. Cooper 's funds ( as opposed to ours, since the original tax responsibility was less than {$5.00} ). Fast forward to XXXX of XXXX, and we get another letter from the same attorney telling us that she still holds a lien on the property, and that the debts and fees we accrued from Mr. Cooper 's failure to pay the XXXX taxes remain outstanding. We immediately called Mr. Cooper again, spoke to another supervisor, and were told that the error was n't fixed in XXXX because the representative only initiated an " account investigation '' instead of an " account correction. '' We urged this supervisor to settle the matter quickly, because our loan was being transferred to XXXX XXXX on XXXX/XXXX/XXXX. Today, the matter remains unsettled. We called Mr. Cooper today ( XXXX/XXXX/XXXX ), and the same supervisor we spoke with in XXXX explained to us that the issue was investigated, that Mr. Cooper recognized their error, and that they were scheduled to pay the debts and fees to the attorney on XXXX/XXXX/XXXX, but could n't because our mortgage was transferred to XXXX XXXX ( which they obviously knew, and we clearly told them was our fear ). The Mr. Cooper representative said they have nothing to do with the mortgage now, and that we should contact XXXX XXXX to request they pay the money for Mr. Cooper 's mistake ( which I 'm sure XXXX XXXX will love and rush to do ). So, long story short ... Mr. Cooper failed to pay our full property taxes. An attorney took advantage of the situation and purchased the rights to a piece of our land, and then proceeded to charge us more than {$400.00} what was originally less than {$5.00} in property taxes. Then, despite several phone calls in XXXX and XXXX of XXXX, each resulting in a supervisor acknowledging Mr. Cooper 's error and assuring us the matter would be settled at no cost to us, Mr. Cooper did nothing. Then, our loan is transferred to XXXX XXXX, and Mr. Cooper tells us to ask XXXX XXXX to pay for their mistake. And, to top it all off, our local sheriff left a note on our door to contact them regarding a legal matter we think is related to this issue.
Company Response:
State: KY
Zip: 40222
Submitted Via: Web
Date Sent: 2018-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are being harassed by Nationstar Mortgage with unsolicited correspondences and threats from them. On XX/XX/XXXX, Nationstar sent a letter threatening us with force-placed insurance. They state our insurance has expired ; which it has not! In a letter of XX/XX/XXXX, Nationstar, in a letter to CFPB, Nationstar writes " we are appropriately listed as mortgagee on your insurance policy ''. This makes the letter of XX/XX/XXXX bogus and fraudulent. As a courtesy, I have responded to them by mail with USPS tracking. Since then, I have received 2 additional letters suggesting I have contacted them for information. This is untrue. I have not written to them nor do I intend to. These letters are unsolicited. Nationstar is under a consent agreement order with the CFPB for irregular bookkeeping ; it appears their records are in non-compliance with this order. They still have not responded to my feedback from the previous complaint.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I are about to lose our home do to foreclosure. Our lender is Mr. Cooper ( aka Nationstar Mortgage ). We have fallen behind because my husbands identity was stolen and them I was scammed by people that said they were working out of XXXX, XXXX. We lost about {$10000.00}. We need help getting caught up with our mortgage company. Mr. Cooper referred us to the Hardest Hit program in XXXX 2017. Since then we have been working with them just to have them call us today saying that we do not fit into any of their programs. I understand that this during time we celebrated XXXX, XXXX and XXXX XXXX but that should not have mattered putting us farther and farther behind on our mortgage. I have jumped through hoops getting them information with less than 24 hours notice. I cooperated with them completely just to be told that they can not help us. Hardest Hit should be closed down so that all of the employees can feel how I am feeling now. I suffer with chronic XXXX and all of this has put me into a deeper hole not wanting to even leave my bedroom or my bed. During this time I only received two phone calls from them all other communication was via email. Not very friendly in my book and a total lack of customer service. What if I did n't have email skills what would have happened with the Hardest Hit people? After hearing the news today I totally collapsed into a place that no one should ever be in. I have now regrouped and am I am trying to fight back against such a horrible government agency. Hardest Hit has been in trouble before sqandering money that should have been going to the tax payers. The only information that the Hardest Hit people suggested that I do is go back to my lender and see if they are willing to help us. Mr. Cooper is sending me papers so that I can apply for a modification program that is going to take at least another two months that will just put us farther behind on our mortgage. Mr. Cooper said that the money owed will just be added to the end of our loan and let us go back to our original monthly payment. Until all of the scamming, identity thefts and bank problems my husband and I always paid more on our mortgage reducing the amount several thousands of dollars. MY husband is a XXXX XXXX XXXX veteran and we never knew that he was entitled to XXXX because after returning from XXXX XXXX he was diagnosed with XXXX and because I had a good job his medical benefits were always paid by my employer. The US government saved a bundle of money because this was over a forty-five year timeframe.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A complaint has been field against NationStar Mortgage/Mr. Cooper, the Mortgage Co. #XXXX. However, Mr. Cooper failed to address several issues. Mr. Cooper generated a bill that had a wrong amount due, it charges interest on the wrong amount, generated a delinquent statement based on the wrong amounts and calculated the following months amounts due based on the wrong amounts. Although Mr. Cooper's XXXX. XXXX, 2017 response to the complaint denies receipt of our communication, Mr. Cooper's CEO, XXXX. XXXX XXXX and XXXX XXXX indeed received the email and faxes. (See attached proof) But it's denial is indicative of their poor service. Along with correspondence, we provided the facts to Nationstar/Mr. Cooper that the amounts it was billing were incorrect and at no time, did Mr. Cooper address our letters/emails. Rather, it continued to over bill based on the wrong amounts. We informed it that the amounts were wrong and informed it that it cannot send us delinquent or foreclosure notices based on amounts that were related to the taxes of the property. It ignored all communications and continue to over-bill. We requested a call back, which we never received and demanded a refund of all monies that were over billed, charged and forced to paid to avoid foreclosure but instead of refunding our money, it kept part of it and made a payment to the tax collector for the wrong amount. It paid a much higher amount than was owed. Mr. Cooper's letter also claims that the account is past due. That too is false. Again, it is basing its claims on the wrong amounts. Mr. Cooper mailed a letter to us advising that we had a point of contact and yet, we have communicated with XXXX. XXXX and all have been ignored. Mr. Cooper over billed and although it cannot foreclose based on an allegation of money owed to the tax collector and yet that is exactly what it was doing. We demand a refund of all monies plus interest that were over billed and paid. We also request of Mr. Cooper to provide a detailed itemization of all charges it includes in the monthly statement.
Company Response:
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage is well aware of litigation concerning the Deed of Trust they've recorded an assignment. There's litigation pending that the Deed of Trust is void. In an attempt to obstruct justice, commit fraud upon the Court and defraud me, Nationstar Mortgage is filing fraudulent documents to harass me. On XX/XX/XXXX Nationstar Mortgage recorded a Corporate Assignment of Deed of Trust without any authority. The Deed of Trust allegedly assigned is the subject of the lawsuit styled XXXX v. XXXX XXXX XXXX XXXX XXXX in the XXXX County, Texas District Courts numbered XXXX. Nationstar Mortgage is aware of the pending suit referencing this Deed of Trust. Nationstar Mortgage is filing fraudulent governmental records in the XXXX County Real Property records to harass me and create a cloud on my title. Nationstar Mortgage should cease and desist further fraudulent recordings on my property. On XX/XX/XXXX Nationstar Mortgage recorded a Corporate Assignment of Deed of Trust assigning the same Deed of Trust to XXXX XXXX XXXX XXXX from XXXX XXXX XXXX (defunct entity) . Under Texas law, an assignment cannot be made by a XXXX man; it is a transfer by one existing party to another existing party of some valuable interest. XXXX v. XXXX, XXXX XXXX XXXX XXXX (XXXX. XXXX. XXXX.-XXXX XXXX, XXXX XXXX XXXX.).
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I was placed in a loan modification program wit Mr. Cooper Mortgage because I had missed one payment. I had to make 3 payments in a row. That was XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I made XX/XX/XXXX and XX/XX/XXXX payments. When I attempted to make XX/XX/XXXX payment on the XX/XX/XXXX, I was not allowed to. When I called in at XXXX XXXX EST, I was told, via the automated phone service operator, the mortgage company was closed. I went on the website and sent an email stating that I was trying to make a payment and was not allowed to. I received a confirmation email stating that my email was received. I called back the next day and made the payment with a customer service representative. He stated that because I was in a modification program they route my phone calls to another department It was XX/XX/XXXX. I never received anything back from the company regarding my loan modification. It is now XX/XX/XXXX. I am attempting to make a payment and once again I m being told they are closed. This time I emailed the CSR from prior and asked her to help me make my payments. She responded back that she would, but I never received any help. On the XX/XX/XXXX I get a letter stating I am 4 mortgage payments behind. I am only 1 payment behind, which I am attempting to pay now. I still can not get through on the phone. It still says they are closed and It is XXXX XXXX EST.
Company Response:
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2018-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After researching the reputation of Mr Cooper, I can see I 'm not the only one who they can not seem to 'service ' properly. They were happy to buy my mortgage from a big bank and _claim_ they 've paid the homeowner 's insurance as required by the mortgage but, like so many others, the check just does n't seem to get there. And without homeowner 's insurance they want to modify the terms of the mortgage? This is a predatory lending practice ... they should not benefit from failing to adhere to the terms of the mortgage ... I PAID into the escrow all year ; they are REQUIRED to pay those monies on behalf of both of us to protect BOTH party 's interests. Clearly there is a pattern and rudimentary research on consumer complaint boards and XXXX show there are internal problems with this company 's desire to do the right thing by consumers who have no choice but to do business with them. This mortgage company should be MADE to make it right with all consumers by providing proof of payment ( just like I would have to do showing a franked/processed check & the account it went through ) or they should have to pay penalties and make it right with the insurance companies who are cancelling policies because premium checks do n't arrive or bounce. What can a consumer do? I did n't choose this mortgage company. I am no longer in a position to modify or refi with another lender as I was when I took out the loan decades ago ... I just want to continue to pay as I always have, pay off the note, and keep my home for my children 's sake. Clearly this is all just a money game to them while consumers lives are toyed with while they work hard to keep their homes.
Company Response:
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2017-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I 've been trying for years to have the PMI remove from my mortgage loan, and I keep getting the runaround from Nationstar ( Mr. Cooper ). They change the name because of their toxic company. A couple of times in the past before Nationstar got my mortgage XXXX XXXX XXXX had me complete 2 appraisals and even had me mail a payment of {$25000.00}, because they claimed I did n't have enough equity. Now with Nationstar I 've tried several times to get the PMI removed but it still the same issue just keep getting the runaround. Can the CFPB please help me?
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2017-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I initially started the mortgage process with XXXX and todays before closing XXXX called me and informed me that they had made mistake, and I needed touring an additional {$28000.00} to closing. I spoke to numerous supervisors within XXXX and no one could explain to me what had gone wrong. All they said was that I needed to get the money. we closed in XXXX XXXX, XXXX. And my mortgage payment was {$3000.00} now were in XXXX XXXX and Nationstar is now handling my mortgage. And my mortgage payment has increased to increased to {$4300.00} I contacted Nationstar and there response was that XXXX made an error and they would reach out to XXXX and they would contact me once they gotten answer. However that was my new payment. Im a XXXX veteran with a full time job. Thats an increase of {$1200.00} I simply can not afford that. Nationstar has not called me back. And I 'm in fear of going into complete financial turmoil. I would 've never agreed to a mortgage payment of {$4300.00}. I paid everything I was supposed to. And i feel like I was deceived or they simply do n't know what their doing and they are not being held accountable for ruining peoples lives. XXXX and Nationstar mortgage have all the Truth in lending contracts, closing paperwork, as well as all my personal and financial information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2017-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A