Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is directed at Mr. Cooper, formerly known as Nationstar Mortgage who is the current servicer of my mortgage loan. My specific complaint is in reference to a series of misstatements, misrepresentations and contradictions over the past 11 months that now place me in great financial distress, threaten my ability to keep my home, negatively affect my credit history and my wellbeing. Overview : On XXXX XXXX, XXXX I went online to the Mr. Cooper website to make my XXXX XXXX, XXXX payment. According to online statements and letters generated by Mr. Cooper since XXXX XXXX, XXXX, the amount of my mortgage payment was to be {$1600.00} and the due date was XXXX XXXX, XXXX. When I logged in to the account overview page I found that my next payment was for {$18000.00} and due XXXX XXXX, XXXX. The page also informed me Your account is not eligible for payments. Please call us After seeing this shocking information on XXXX XXXX, XXXX, I initiated two phone calls with Mr. Cooper Customer Service representatives ( XXXX XXXX and XXXX XXXX ) and have traded electronic discussion with a XXXX XXXX, a customer service person via the Consumer Affairs website. The crux of their explanation was that someone in their Hardest Hit Funds dept. ( potentially a third-party vendor ) reviewed my account on XXXX XXXX, XXXX and reversed a {$40000.00} payment they had received and processed 11 months ago, back on XXXX XXXX, XXXX that they ( Nationstar/Mr. Cooper ) used to pay ahead my monthly payments and reduce principle. At no time, up to today, has anyone from Mr. Cooper ever called me, nor have I received any written notification relating to this reversal these representatives described to me. If I had not logged on to their website on XXXX XXXX, I would still be unaware of this adjustment. In each of my calls, when I asked if I could speak a supervisor in their HHF department ( where the decision was made ), I was told I could not. In her last written response to me, XXXX XXXX admitted Nationstar had made an error 11 months ago when they processed the {$40000.00} payment, but offered no explanation or opportunity to speak with anyone about the decision, nor any direction regarding my account, due for a {$21.00}, XXXX payment in 10 days. In my complaint I will provide a detailed timeline and documentation that will demonstrate that the payment accepted and processed by Nationstar on XXXX XXXX, XXXX was correct, in fact, directed by Nationstar. I will also provide months of documentation which they now contradict with no evidence, no justification, no notice or ability to appeal. What I seek is the ability to have the actions of Mr. Cooper be examined for legal and compliance violations and that the {$40000.00} be reapplied as they offered to do 11 months ago. Full Story and timeline : In XXXX of XXXX I was offered a mortgage loan modification by Nationstar mortgage ( Exhibit 1, copy of modification agreement is provided ). This agreement called for me to make a qualifying payment of {$2800.00} to enter the modification. It called for payments of {$660.00} ( {$1000.00} with impounds ) for two years beginning XXXX XXXX, XXXX through XXXX XXXX XXXX Exhibit 2 -copy of mortgage stmt dated XXXX XXXX, XXXX provided to confirm ). All payments were paid on time, as agreed between XXXX XXXX and XXXX XXXX. In XXXX XXXX, I was notified that my monthly payment would be increasing from {$1000.00} in XXXX XXXX to {$2600.00} beginning XXXX XXXX, XXXX ( Exhibit 3 - copy of monthly statement dated XXXX/XXXX/XXXX attached ). Concerned that this 265 % increase in payment would be problematic I contacted Nationstar for possible assistance. They offered nothing. I was able to make the higher payments due for XXXX, XXXX and XXXX ( Exhibit 4 - stmts dated XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX documenting these payments ). In XXXX XXXX I contacted a California non-profit organization, Keep Your Home California ( KYHC ) and asked for their assistance. They offered a principle reduction program ( PRP ) which I was pre-qualified for. I completed their paperwork. On XXXX XXXX, XXXX I received an approval letter from KYHC ( Exhibit 5 -Notification of PRP Approval attached ), indicating they would provide {$40000.00}. **An important part of the KYHC PRP process was KYHC worked with Nationstar ( my servicer ) to determine an amount of funds that Nationstar would use to provide payment assistance. According to KYHC personnel, it was Nationstar that directed KYHC to provide the {$40000.00}. Among the key information in this letter were the statements Your servicer is responsible to provide you detailed information regarding how PRP benefit assistance will be applied to your loan. Additionally, the letter instructed me that my servicer would send me documents related to the principle reduction and new lower payments and that I must complete them. It added, If you have not heard from your mortgage servicer or do not receive a new monthly mortgage stmt within 30 days that reflects the application of the PRP funds, we recommend you contact your Servicer. I followed all instructions. I completed the KYHC Promissory Note and Deed of Trust ( Exhibit 6 - attached ) and returned to KYHC. I called KYHC to ask what payment relief I could expect, or how that would work. I was told that is completely up to Nationstar, they will tell you how the funds can be used. I looked out for documents from Nationstar. None came. I continued to regularly check my Nationstar account online to see if/when the {$40000.00} PRP funds were received and applied. On XXXX XXXX, XXXX I checked my Nationstar account online and found a statement generated XXXX XXXX, XXXX reflecting transaction activity of {$40000.00} on XXXX/XXXX/XXXX ( Exhibit 7 - attached statement dated XXXX/XXXX/XXXX documents the XXXX XXXX, XXXX activity ) confirming receipt and processing of the KYHC funds. It also showed my next payment was due XXXX/XXXX/XXXX. On XXXX XXXX, XXXX I still had not received anything from Nationstar ( no documents to complete or notification of receiving the {$40000.00} ), and so I called them. I spoke to a customer service representative who confirmed receipt of the {$40000.00} and how it had been applied. I explained to her where the funds had come from and why. I asked what Nationstar could offer to provide payment relief. After an extensive hold to confer with her supervisor, the Nationstar representative informed me that Nationstar could use the funds received to pay ahead up to six monthly payments. The balance of the {$40000.00} would then be applied to the principle balance. She indicated that 6 months was the maximum amount of time Nationstar could pay ahead, however if I wanted to pay ahead for longer, I would just need to call in and request it. When I agreed to the six months pay ahead arrangement, she confirmed with me that my next due payment would be XXXX/XXXX/XXXX. She also told me no paperwork would need to be completed by me for this purpose. On XXXX XXXX, XXXX, Nationstar sent me a letter confirming this arrangement, stating my We are writing you to notify you that your account is currently paid ahead. As of the date of this letter, you are due for your XXXX/XXXX/XXXX payment. ( Exhibit 8 - copy of this letter is attached ). On XXXX XXXX, XXXX, Nationstar generated a monthly mortgage statement that indicated the next payment due was XXXX/XXXX/XXXX. In the Transaction Activity section of the statement adjustments is shown dated XXXX/XXXX/XXXX that distributed the {$40000.00} as described in the XXXX XXXX, XXXX call to Nationstar ( Exhibit 9 - a copy of this statement dated XXXX/XXXX/XXXX is attached ). On XXXX XXXX, XXXX I checked my account online and found that I was due for an XXXX XXXX, XXXX payment of {$1500.00}, contradicting the information given to me by Nationstar in the XXXX XXXX call, XXXX XXXX, XXXX letter and XXXX XXXX, XXXX statement. I had not received any calls or written notifications from Nationstar regarding changes or adjustments. I contacted Nationstar and on XXXX XXXX, XXXX I spoke to XXXX, a customer service representative for Nationstar and asked what had occurred. After an extensive hold, XXXX informed me that the XXXX adjustments were not executed correctly. After conferring with her supervisor, she told me they would submit a research request that would correct the error so that my account would be paid ahead for 6 months and the balance of the {$40000.00} applied to principle. On XXXX XXXX, XXXX, I checked my account online and found a statement generated by Nationstar dated XXXX/XXXX/XXXX confirming what I was told on XXXX. The statement indicated my next payment due date was now XXXX/XXXX/XXXX. The Transaction activity portion of the statement reveals the reversing of the {$40000.00} on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, and then the re-application of the {$40000.00} on XXXX/XXXX/XXXX paying my account ahead for 6 months ( Exhibit 10 - statement dated XXXX/XXXX/XXXX is attached confirming these transactions ). The statement dated XXXX/XXXX/XXXX had been deleted from the Nationstar website. On XXXX XXXX, XXXX, I checked online and found a monthly mortgage statement dated XXXX/XXXX/XXXX. This statement confirmed my next payment due date was XXXX/XXXX/XXXX ( Exhibit 11 - statement dated XXXX/XXXX/XXXX is attached ). On XXXX XXXX, XXXX I checked my Nationstar account online and found I was due for a XXXX XXXX, XXXX payment of {$1500.00}, contradicting my conversation with XXXX on XXXX XXXX, and the two previous mortgage statements. I had not received any calls or written notifications from Nationstar regarding changes or adjustments. I contacted Nationstar and spoke with a customer service representative. I explained the situation and expressed concern that a pattern of contradicting information and errors was occurring with my mortgage. After a 45-minute hold, the representative told me she would research the issue and call me back within 24 hours. She never called. On XXXX XXXX, XXXX I called Nationstar again and spoke with another customer service representative. After a long hold conferring with her supervisor, she told me they would submit another research request to resolve the matter. Over the next few weeks I continued to check my account online, but did not see the adjustment. I called in several more times and was assured each time Nationstar was researching the problem and would resolve it. On XXXX XXXX, XXXX, Nationstar generated an online mortgage statement that indicated I was now due for two payments on XXXX XXXX, XXXX and added a late fee. The transaction activity section indicated a series of reversals totaling {$40000.00} back dated to XXXX XXXX, XXXX, which contradicted at least four previous calls and previous Nationstar mortgage statements and misrepresented account activity ( Exhibit 12 -statement dated XXXX/XXXX/XXXX attached ). The XXXX XXXX, XXXX statement was deleted from the Nationstar website. On XXXX XXXX, XXXX I still did not see the adjustments Id been assured of, so I called Nationstar and spoke to a customer service representative named XXXX. I expressed to him my concerns regarding all the errors and the extended amount of time to resolve my account. He explained that previous representatives had not executed the arrangement properly and assured me he would, telling me it would take 7 business days to do so. When I checked online XXXX XXXX, XXXX, the overview showed my payment due date was now XXXX XXXX, XXXX. On XXXX XXXX, XXXX Nationstar generated a monthly mortgage statement which reflected a payment due date of XXXX XXXX, XXXX. The payment amount now was {$1600.00}. The transaction activity section of the statement reflected reapplication of the {$40000.00} back dated to XXXX XXXX, XXXX ( Exhibit 13 - copy of XXXX/XXXX/XXXX statement attached ). On XXXX XXXX, XXXX Nationstar generated an online statement ( Exhibit 14 -copy of XXXX/XXXX/XXXX attached ) consistent with the XXXX XXXX. Payment of {$1600.00}, payment due date was XXXX XXXX, XXXX. On XXXX XXXX, XXXX a letter ( Exhibit 15 - copy of letter attached ) from Mr. Cooper ( formerly Nationstar ) writing to notify you that your ( my ) account is paid ahead, next payment due date XXXX/XXXX/XXXX. On XXXX XXXX, XXXX Mr. Cooper generated an online statement ( Exhibit 16 copy of XXXX/XXXX/XXXX statement attached ) indicating payment of {$1600.00}, payment due date of XXXX/XXXX/XXXX. On XXXX XXXX, XXXX a letter ( Exhibit 17 - copy of letter attached ) from Mr. Cooper writing to inform you ( me ) that your account is currently paid ahead, next payment due date XXXX/XXXX/XXXX. On XXXX XXXX, XXXX Mr. Cooper generated an online statement ( Exhibit 18 copy of XXXX/XXXX/XXXX statement attached ) indicating payment of {$1600.00}, payment due date of XXXX/XXXX/XXXX. By the beginning of XXXX XXXX, it finally seemed the issues with Nationstar, now Mr. Cooper had been resolved. It finally seemed that the KYHC funds had provided the relief from the {$2600.00} loan payments and that I would soon be making affordable payments from now on. Between XXXX XXXX and XXXX XXXX, XXXX, I had received two letters and four consecutive monthly statements confirming what I had been told in XXXX, despite the many missteps, my next payment due was going to be {$1600.00} and it would be due XXXX XXXX, XXXX. I received no calls or notifications from Mr. Cooper regarding any issues or adjustments to the contrary. Until I logged into my Mr. Cooper account on XXXX XXXX, XXXX to make the payment due XXXX XXXX, XXXX. On XXXX XXXX, XXXX I logged in to my Mr. Cooper account to make my XXXX XXXX, XXXX payment. As previously related, what I found was that my next due payment was XXXX/XXXX/XXXX and was {$18000.00}!! The website overview page also said Your account is not eligible to make payments. Please call us at XXXX for assistance ( Exhibit 19 copy of screen shot attached ). I immediately called in assuming that another error had occurred and would be resolved. Instead I spoke to someone who was quite nasty. I describe to her what had occurred over the last 11 months. After putting me on hold, she came back and told me that on XXXX XXXX, XXXX my account was reviewed by the Hardest Hit Funds department. She said that they had reversed out all the {$40000.00} funds because it violated my agreement with KYHC. I asked her where the funds were. She asked me if I had checked my account. I told her the funds were not in my account. She told me she didnt know where they were. I asked her what I was supposed to do to resolve this and she said I could do whatever I wanted. I asked to speak to a supervisor, she hung up on me. I then called KYHC to see if the funds had been sent back to them. I spoke with XXXX in the KYHC funding department who looked up my file. I described to her what Id been told earlier by the Mr. Cooper representative. XXXX told me, that is not right referring to comment the Mr. Cooper representative said about our agreement. She confirmed that the original use of the {$40000.00}, to pay ahead and apply the balance to principle was not an issue and there was no justification for Mr. Cooper to reverse the funds. She told me to call Mr. Cooper and ask for a supervisor in their Hardest Hit Funds department and they should be helpful. She asked me to call her again in a few days to see if the funds were received by KYHC. On Monday XXXX XXXX I called Mr. Cooper again. I spoke to a customer service specialist named XXXX. She would not give me her last name but gave me her employee ID, XXXX XXXX listened to my story and put me on hold to research. She confirmed with me that somehow your account was coded for Hardest Hit Fund and after a review that department reversed out the {$40000.00} because it was not allowed on my account. I asked her if I could speak to a supervisor in the Hardest Hit Funds and she said I could not. She explained that she did not have the ability to transfer clients to that department nor did she have a phone number or email I could use to contact them. After she reviewed my account statements going back the previous six months XXXX said to me, wow, this is a mess. Later that day I receive a written response via the Dept of Consumer affairs website from XXXX XXXX XXXX, a customer service specialist at Mr. Cooper. I had been connected with her after filing a review of Mr. Cooper on that website. She provided the same information about what happened. She did not offer any solutions, nor was she able to tell me where the {$40000.00} went. On Tuesday XXXX XXXX, XXXX I contacted KYHC and spoke again to XXXX in their funding department. She confirmed that KYHC had still not received the {$40000.00} from Mr. Cooper. I relayed the information Mr. Cooper had provided and she stated, they do not know what they are doing. She went on to explain to me that Nationstar/Mr. Cooper had in fact, been consulted as part of KYHCs approval process. As XXXX put it, they told us to send the {$40000.00}. So, the issue of accepting those funds was approved by Nationstar before KYHC approved me or sent Nationstar the funds. XXXX continued, KYHC doesnt just send out {$40000.00} without confirming everything with your servicer, and that was done in your case with Nationstar. The last thing XXXX said to me was, you should get a lawyer. XXXX XXXX. I received a new online statement from Mr. Cooper. The statement dated XXXX/XXXX/XXXX indicated my payment due date was now XXXX XXXX, XXXX and my payment due was for {$21000.00} ( Exhibit 20 copy of XXXX/XXXX/XXXX statement attached ). The Transaction Activity shows a series of back dated reversals and charges. The account overview page still showed payment due date of XXXX XXXX, XXXX for {$18000.00}, contradicting this statement. Summary : So as of today, XXXX XXXX, XXXX I have no idea where my mortgage account stands or what I am supposed to do next to address the errors. For 11 months I have experienced consistent misrepresentations both verbal and in writing from Nationstar/Mr. Cooper. I have done everything I was instructed to do since the loan modification was put in place in XXXX. I have done everything I was told to do when approved by XXXX in XXXX. I have done everything I was told to do by Nationstar since they received the {$40000.00} inXX/XX/XXXX. I still have not received any notifications for any adjustments or issues by Mr. Cooper. The only letters and statements Ive received from them appear here as Exhibits that contradict what they are telling me now. I am asking that the events documented in this complaint be reviewed for compliance to relevant regulations concerning mortgage servicers. In addition to obvious incompetence over the past 11 months, I am concerned that my rights as a consumer have been violated by Mr. Cooper on multiple occasions. As their own employee has said, its a mess when referring to my mortgage account. I am asking that the {$40000.00} that Nationstar accepted and applied to my account 11 months ago immediately be applied to my account. Finally, I am requesting protection from Mr. Coopers actions in terms of my credit history ( they are not reporting payments that were made ) and my home ( in one month my mortgage statements report 3 different stories ). I thank you for your assistance and attention to this mess.
Company Response:
State: CA
Zip: 95765
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Through my escrow accounts, Mr Cooper has taken very high sums ( XXXX USD per year ) for an insurance policy, that was totally overpriced and that I did n't need. In addition, they have ignored my numerous asks to create some transparency on this account and their logic for charging me. - they have taken about XXXX USD per year on my escrow for about XXXX year, and there is nothing I can do - they have ignored the fact that I had coverage independently. I sent them the policy number and submit it on their website, but they never answered to those emails, just send me generic service emails and continue stealing my money - separately, I asked them more than XXXX weeks ago for a reconciliation of my escrow account since inception, and they said they would send it but never did. They are ignoring my asks to have visibility on what happened They are basically crooks. And because I do not want to damage my credit score, there is nothing I can do. I need your help.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We did a modification on our mortgage almost a year ago now & have not been late or missed a payment. We now have a charge on our mortgage statement of {$330.00} XXXX of what they are calling lender paid fees but no explanation of what those fees are for or who exactly they paid. Our mortgage statement shuts that they will not accept another mortgage payment until we pay this fee first. We have tried to contact them, only to be put on eternal hold and were given the option to press 1 for a return phone call, which we did, but still no returned call. I dont see how this is legal for them to access a fee out of the blue with no detailed disclosure of who they paid the fees to or what they are for & now refusing to take our next mortgage payment until we pay it.
Company Response:
State: TX
Zip: 78239
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a mortgage with NationStar since XXXX, and refinanced the loan about XXXX XXXX. I have always paid my own property taxes from the very beginning, and when I refinanced I did not sign any papers allowing NationStar to collect property taxes from me monthly. In XXXX of this year, XXXX, NationStar.. now renamed Mr. Cooper, paid my property taxes for me. At the same time, I paid my property taxes also. I received a bill in XXXX saying I owed Mr. Cooper for the money they sent to the county to pay my property taxes. I reimbursed them the entire amount. So that means my property taxes were paid in full for the full year because I already paid them also. Ever since XXXX XXXX I have been billed every month for the property taxes and I have been trying to work out my getting off having to send in the property taxes to them. They claim since my mortgage is less than five years old, and that I dont have 20 % equity built up on the property that I have to escrow but when I bought the property, I put down originally 25 % or so. I have been paying every month what they are saying I owe them, but from XXXX to about XXXX they have been keeping ALL the money I send them in an UNAPPLIED account. My statements every month reflect this. This has caused them to report me as being late or not paying my mortgage, which has caused my credit score to drop a lot. I am looking at buying a new home, but no one will give me a new mortgage because my credit score is so low. I have proof that I have paid everything they have asked for, which is way too much since my property taxes are already paid for the year. Here are a couple of examples of my working with them to clear things up but it just always gets worse : 1. In XXXX they started off saying that I should just pay the amount requested, and their computers would adjust everything and then I could be taken off having to pay escrow. So I sent in the amounts requested, they took the amounts and put the money in an unapplied account and then nothing happened. Except that I get a bill the next month asking for more. 2. In XXXX I called them and it looked like I finally reached someone who understood what was happening, and they said to send in the full amount requested, but send separate checks. On one mark it apply to principle. On the other mark on the check apply to escrow. I just received my loan statement for XXXX and it shows that they put the check that was going to principle in the partial payment - unapplied account and the other check is not shown anywhere, maybe it was put in escrow, I cant tell. I have literally called Mr. Cooper twice or more every month since XXXX, and whenever I call I have to start all over from the beginning explaining what is going on. They do not have dedicated account representatives and they tell me no one is available to handle this from beginning to finish. They always want to just put in a request that I be taken off escrow. I need help with this badly because I really need to buy another house. Id like to be taken off escrow for this mortgage and reimbursed for the extra money that is there. I want a full accounting of the money Ive sent in to them, and of course I want my credit score fixed immediately. Sincerely, XXXX XXXX XXXX
Company Response:
State: MN
Zip: 55118
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we had a short sale in progress with a great contract offer well qualified buyers. The first mortgage was listed in 2nd place and the heloc was in 1st place it took the 2nd mortgage all most a year to get change. Finally the first was in place and we should have closed sometime in XX/XX/XXXX. The first mortgage Mr. Cooper was double tracking then once they were in first place they tried to foreclose. I had been receiving notices that this was being moved to XX/XX/XXXX. But with less then a days notice they were going to auction the home. I had to file chapter XXXX in order to have a home to live in. This should n't have happened. I had an attorney working to get this short sale to close. We did everything possible so that Mr Cooper mortgage company would have a full payoff. But they would n't respond to our attorney.. I was very upset. I did what I was suppose to do. We have been very honest with everyone associated in this deal. But for me to have to file in order to have a home to live in after I have a great buyer who has been very patient and waiting for these mortgage companies to do the right thing. This is just plain wrong. Mortgage companies should not be allowed to double track when working with the public like this. We did n't want a foreclosure on our credit. A short sale is bas enough. Our attorney has also filed with you too.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home XX/XX/XXXX and was told by my mortgage company, Nationstar mortgage who has since changed names to Mr. Cooper, that the mortgage insurance, which was XXXX / month, would be removed since criteria had been met. Fast forward to XX/XX/XXXX and realized I have been paying mortgage insurance all along. I contacted Nationstar on XX/XX/XXXX and XX/XX/XXXX, specifically the PMI (private mortgage insurance) department, and spoke with XXXX and he stated he was going to send everything to the AVP (not sure what this department is) team to look over this issue and then he would call me back by XX/XX/XXXX. I never received a call back. On XX/XX/XXXX, I contacted the PMI department again, but this time spoke with XXXX and she said she would have her manager contact me by the end of the day to discuss my issue. I never received a call back. On XX/XX/XXXX, I mailed a letter and copies of all of my refinancing papers that clearly show that the mortgage insurance was not included and sent this by certified mail. Early XX/XX/XXXX, I received a letter from Nationstar, dated XX/XX/XXXX, stating that they are aware of the problem and acknowledged that the mortgage insurance was not a requirement and should have been removed. The mortgage insurance was finally removed by XX/XX/XXXX. Nationstar stated in the letter that they are working with the "prior lender" to collect the refunds to send to me. This was the last correspondence on their part. Nationstar was my mortgage company when I refinanced in XX/XX/XXXX so I'm a little confused by who they are meaning by "prior lender". The letter is signed by XXXX XXXX, Customer Relations Specialist, with a phone number of XXXX and email XXXX. I have called and left voicemails to her phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I emailed her on XX/XX/XXXX. I have never received a call or email back. I called on XX/XX/XXXX and spoke with XXXX in the PMI department and he stated he would send an email to the other side of the PMI department for review and he told me it would take up to 24-48 hours. I still have not received any correspondence from this company. I am due, to my calculations and not including interest, XXXXXXXX. I would like this resolved sooner than later and I appreciate any help you can offer.
Company Response:
State: FL
Zip: 33705
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: ***CRIMINAL CONVERSION*** WIRE FRAUD*** EXTORTION*** EMBEZZLEMENT***MAIL FRAUD*** FAILURE TO FOLLOW THE RESPA *** FAKE CUSTOMER SERVICE*** RACKETEERING*** WE ARE THE VICTIMS OF LOAN FRAUD, IT STARTED WITH XXXX XXXX FAILING TO PROPERLY DISCLOSE THE HUD AND ESCROW DOCUMENTS, MISLEADING THE CONSUMER, WHEN WE BECAME AWARE THE EXTORTION, EMBEZZLEMENT AND RACKETEERING TOOK PLACE. XXXX XXXX AT XXXX XXXX AND XXXX XXXX, XXXX XXXX AND XXXX XXXX OF NATIONSTAR INTENTIONALLY, KNOWINGLY AND WILLFULLY TRIED TO NOT ONLY HIDE THE FACT THAT THIS LOAN IS FRAUDULENT, THEY WENT ON TO ADD FALSE AND ILLEGAL FEES AND EVEN FORECLOSED WITHOUT TELLING THE CONSUMER R MEETING FACE TO FACE AS REQUIRED WITH AN FHA LOAN ... INSTEAD THEY LIED ON THE PHONE AND IN WRITING IN AN ATTEMOT TO STEAL THE HOME FROM AN ELDERLY WIDOW. XXXX UPDATE ... XX/XX/17 ... WE TALKED TO THE PERSON THAT WRITE THIS FRAUDULENT LOAN AND THEY ARE WILLING TO TESTIFY AGAINST ALL OF THESE CRIMINALS THAT KNOWINGLY AND WILLINGLY VIOLATED STATE AND FEDERAL LAWS AND THE REAL ESTATE SETTLEMENT PROCEDURES ACT. WE HAVE ASKED FOR COPIES OF TAPE RECORDINGS FOR PROSECUTION AND ALSO THE IDENTITY OF THE SPINELESS, GUTLESS, CLUELESS AND SUPER CORRUPT SCUMBAG CRIMINAL ATTORNEYS ( SO WE CAN HAVE THEM DISBARRED FOR NUMEROUS, OBVIOUS VIOLATIONS ) AND THEY REFUSE TO COMPLY.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NEW EVIDENCE ~ A NOTE FOR NATIONSTAR / MR COOPER / XXXX XXXX / XXXX XXXX / XXXX XXXX / XXXX XXXX / XXXX XXXX / XXXX XXXX / XXXX XXXX ... AFTER 2 YEARS OF SEARCHING ... THE PERSON THAT WROTE THIS FRAUDULENT LOAN IS WILLING TO TESTIFY ON MY BEHALF ... AGAINST YOU : ) ~ ***If you violate RESPA, you can be on the hook not only for potentially millions of dollars in damages and attorneys ' fees, but you also may face criminal penalties. XXXX REMINDER ... YOU HAVE ALREADY VIOLATED RESPA OVER AND OVER AGAIN ... LIST ATTACHED ~ MR COOPER HAS ONCE AGAIN PROVIDED A FRAUDULENT HUD STATEMENT ... MR COOPER HAS ALSO CONFIRMED IN WRITING THAT THEY STOLE 2 HOUSE PAYMENTS FROM ME IN THE PAST 90 DAYS, HELD THEM IN AN INTEREST BEARING ACCOUNT, AND ONLY REFUNDED THE MONEY AFTER 2 SEPARATE CFPB COMPLAINTS ... WE HAVE HAD OVER 60 NEW CFPB COMPLAINTS IN JUST THE PAST 2 WEEKS ... THEY HAVE A CRIMINAL SYSTEM THAT WILL SURPASS THE 18,000 COMPLAINT MARK, AND NONE OF THEM HAVE BEEN ANSWERED WITH COURTESY, COMPASSION OR COMPLIANCE ... WE HAVE CONFIRMED LOAN ORIGINATION FRAUD ... WE HAVE CONFIRMED EMBEZZLEMENT ... WE HAVE CONFIMRED MAIL, WIRE AND COMPUTER FRAUD ... WE HAVE CONFIRMED XXXX XXXX APPROVED ENDORSED AND COACHED THE XXXX TEAM ... MR COOPER CAN NOT PRODUCE THE REQUIRED LOAN DOCUMENTATION ... WE HAVE ALREADY CONFIRMED WITH OUR WITNESS THAT THEY DO NOT EXIST ... AND THEY HAVE CONFIRMED THE LOAN IS FRAUDULENT AND NEEDS TO BE CANCELLED UNDER THE RESPA. IN THE MEANTIME, WE ARE ONCE AGAIN ASKING FOR THE RECORDINGS, NOT A TRANSCRIPT, OF MY LAST 2 PAYMENTS WHICH WERE STOLEN ... AND WE WILL PROSECUTE THIS THEFT .... IN ADDITION, WE HAVE NOTICED THAT OUR PRINCIPAL IS BEING STOLEN CONSISTENTLY AND THE LOAN IS NOT GOING DOWN ... THIS IS IN ADDITION TO THE CONFIRMED PAYMENTS THAT WERE STOLEN AND USED FOR 60 DAYS WITHOUT MY KNOWLEDGE ... THIS IS COMMON ... THESE XXXX DO NOT FOLLOW THE LAW AND THEY THINK EVERYONE 'S MONEY IS THEIR 'S TO USE AND MISUSE. I HAVE SEEN ORGANIZED CRIME, XXXX XXXX, THE XXXX, DRUG LORDS AND CORRUPT BUSINESSES AND NOTHING PREPARED ME FOR THESE XXXX. *** OTHER VICTIMS THIS MONTH ~ # 1 ... STOLEN PRICIPAL ~ " Paying my mortgage on line, it stated my mortgage will go up almost { {$200.00} } more per month beginning XXXX, due to a shortage with my escrow. However, when I called customer service to get an explanation on how my account is negative ( when I have not missed a payment ), along with me reviewing the payment history on my account, it shows there are SEVERAL large payments that were not posted to my mortgage and went to " unapplied funds '' and a " lender paid expense ''~ VICTIM # 2 ~ " I have a 30-yr fixed mortgage with Mr. Cooper ( formerly Nationstar ). On XXXX, Mr. Cooper deducted my monthly mortgage payment, as my account was set to auto draft. However, the amount taken was almost { {$900.00} } more than shouldve been taken out. I logged on to XXXX and found the source of the problem the escrow analysis was completely wrong '' ~ 17,819 CFPB COMPLAINTS AGAINST NATIONSTAR ... PLEASE ALSO NOTE THAT THEY DO NOT PROVIDE A WRITTEN RESPONSE SO THE PUBLIC CAN NOT READ THE RESPONSE ... THEY USE ATTACHMENTS WHICH HAVE CRIMINAL VIOLATIONS IN THEM THEY HOPE NO ONE SEES OR PURSUES ... COMPLAINCE IS NOT EVEN A THOUGHT HERE
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is our belief XXXX XXXX & XXXX XXXX XXXX XXXX. are fronts for Nationstar Mortgage. CFPB has recorded over 10 complaints in this last year against this firm. We made a complaint several weeks ago regarding XXXX 's mistake of not crediting our Tax & Insurance set aside with {$2400.00} within 10 days of the date of the attached letter XX/XX/XXXX or by XX/XX/XXXX. By XX/XX/XXXX we received a NOTICE of PROPERTY CHARGE DELINQUENCY as attached, as Champion now does not apply the mistaken {$2400.00}. to our Tax & Ins. set aside but makes demand for $ {$2700.00}. and claims if the funds are " not paid in full byXX/XX/XXXX or your loan may be declared DUE & PAYABLE. IF YOUR LOAN IS DECLARED DUE AND PAYABLE BY HUD IT COULD RESULT IN A FORECLOSURE ON YOUR HOME. '' Under duress on XX/XX/XXXX WE BOUGHT A CASHIER 'S CHECK MADE OUT TO XXXX XXXX XXXX XXXX for {$2700.00}. AND MAILED IT THE SAME DAY. See USPS tracking notice attached to this letter OTHER THAN THE TRACKING NOTICE XXXX has not recognized the receipt of this cashiers check. These funds of {$2700.00}. plus the {$2400.00}. must to sent back to sender for a total of {$5100.00} forth with or XXXX AGAIN will be in breach of our contract. We understandably do not want XXXX to be in charge of any funds in our Tax & Ins. set aside. We will continue to pay out taxes and insurance ourselves. We received notice from XXXX County that because our loss was over {$500000.00} because of the Atlas Peak Fire most of our Tax paid by XXXX on XX/XX/XXXX would be returned to XXXX with a few months after the new year. We expect XXXX to credit us with those funds as they receive them and stop threatening us with DEFAULT AND HUD FORECLOSURE
Company Response:
State: CA
Zip: 94558
Submitted Via: Web
Date Sent: 2017-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan recently transferred from XXXX to Mr. Cooper. Mr Cooper neglected to pay the insurance renewal, of which resulted in it being cancelled with no option to reinstate. The ins rep acknowledged that they rec a notice of cancellation yet did not remit payment so that the cancellation could be avoided. I have been communicating with both Mr Coopers customer service department and insurance department to no avail. I have even tryed to obtain the assistance of FBs online service representative. Its as though no one cares. The policy canceled on XXXX/XXXX/XXXX and I am still without insurance. Mr. Cooper, formerly known as Nationstar Mortgage
Company Response:
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A