Date Received: 2017-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) I have a mortgage for a Rental property with MR. COOPER fka Nationstar 2 ) I was paying my mortgage religiously every month. 3 ) Last month they increase the mortgage amount for more than {$400.00} dollars. I call questioning that they claim that was do it to raise in property taxes and also raise in Property Insurance. The property taxes claim is not accurate, for the contrary the taxes in the property have been reduce. In reference to the Property Insurance, it went up only {$200.00} in this amount if distribute on 12 months will be only {$17.00} more in the mortgage per month. 4 ) I call them last month XX/XX/17, express my concern and they refuse to review the situation, instead try to convince me into refinance, with the inconvenience for me that the refinance will represent an extra $ XXXX in debts for me. 5 ) I mailed to them the check for the amount that I understand should be my monthly mortgage as per them the check was returned. I do not received back. I was under the impression that they were working to resolve the situation, WRONG. 6 ) Yesterday, I try to log into the company website to pay my mortgage online, I was not able to, I do n't know if that was done in purpose. Then, I called and try to pay the amount I understand is my obligation, the system do not allow me to, they are demanding the full a amount and claiming that they do not cash the previous check. I desperate need some help with this matter, due to this action my credit will be ruined, I can lose that property which represent my life time saving and my health can be affected ( could not sleep the whole night yesterday ). I have a medical condition ( XXXX ). Please help me to resolve this situation. Thanks.
Company Response:
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is just the tip of the iceburg -- there inability to process or track simple payment is more than negligent. In XXXX XXXX Mr.Cooper ( formerly NationStar XXXX provided final payoff amount and instructions. I provided requested Cashiers Check via USPS which MrCooper signed for on XXXX XXXX XXXX. For 2 months MrCooper has been claiming Cashiers Check was invalid, 1st they didnt have it, then NSF ( insufficient funds ), then 'return to maker '. This is even after I provided proof they received funds, endorsed, submitted it to my bank, and my bank fully reconciled cashiers check. The people at MrCooper did n't seem to understand how a cashiers check is different from personal check ; they were unable to provide proof nor front/back copy of check. Long story short, I think I figured out they actually did cash cashiers check, then tried to fraudulently submit it a second time which is what my bank rejected. Even after I provided proof of their actions they continued to claim my loan account was not paid. They demanded I send them another cashiers check. If you read on complaint web sites, you will see this follows there standard policy of delay, delay, delay in an attempt to extract more and more money. I would request to speak with a supervisor and Mr.Cooper would transfer me. I 've gone 5 or more levels up their supervisor chain and person on phone told me they were a supervisor with Executive Customer Support. I suspect that in reality all of the over 13 people I talked with were all first level support and not supervisors. Additional documentation is available
Company Response:
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a mortgage holder with XXXX XXXX, a mortgage servicer, They recently changed their image/name and now go by Mr. Cooper, I have been making payments as usual monthly payments on a monthly basis. A few months ago, my neighborhood was hit by hurricane Irma. I was contacted by Mr. Cooper advising that if I was affected by the hurricane that they had a forbearance program that would allow me to pay a minimum per month {$100.00} on my mortgage for 3 months and that they suggested that the balance of each month still owed would be added at to the end of the overall mortgage payment schedule, which I was ok with and continued to make the minimum payments that was agreed between the mortgage company and me. Since that time, I have been trying to reach them to discuss the agreed upon arrangement we have made. I have been trying to reach the company, XXXX XXXX multiple times on a few different numbers that was listed on the payment statement. Each time I tried a different number I always got the same recorded message to XXXX XXXX XXXX. They continue to send me these statements and telling me to call them. I continued trying to reach them and the call always going to the same voice message a XXXX XXXX XXXX. I feel like they are intentionally avoiding me and to not discuss thus forbearance arrangement we have made creating an impression that I am defaulting on my mortgage, of which I 'm not in default. I would like to get to the bottom of this matter and talk to the lending company on this dilemma. No one is calling me and I 'm continuing to get statements and notes are being left at my door indicating importance to contact them. While no one will return calls from my messages on the many times I would leave them, I am in the dark with the forbearance arrangement we agreed to.
Company Response:
State: FL
Zip: 34112
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I refinanced my mortgage with XXXX XXXX XXXX. XXXX 2016.. I was provided an estimate of monthly pay of {$1200.00} at the final closing I was provided that my new monthly payment would be {$1000.00}, for a year I have paid {$1000.00} and paid it on time. XXXX XXXX I received an escrow analysis stating that I had a shortage of {$3200.00}. Also stating that if I do not pay it by XXXX XXXX my monthly payment would go up to {$1500.00}. The actual payment should have been provided to me at closing of {$1300.00} It was discovered that the mortgage company quoted me incorrect figures and neglected to include my taxes of which I was not aware. I agreed to refinance based on fraudulent in accurate information. If the correct figures had been presented it would have shown that I would have only be saving {$28.00} a month versus what appeared t be around {$300.00} a month savings. it would not have been in my best interest to do so at that time. I have contacted the mortgage co by phone, and also had my attorney contact them by letter. The company has not responded as of this date and the action they have taken is to put my XXXX XXXX payment into unapplied funds account. The company is insisting that I pay for the error that they made ( The shortage ), and threatening to apply late fees to my account and report it as delinquent to to credit bureaus where permitted under law.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2017-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2016 I filed bankruptcy, signed a reaffirmation agreement as required by law with Nationstar, They charged a {$250.00} legal fee, without discussing said fee with representation nor is this located anywhere in the reaffirmation agreement or loan paperwork. I filed a formal complaint with what is now Mr. Cooper, # XXXX. Lenders should not be allowed to cover their own legal costs, especially when the consumer could have made the mortgage part of the bankruptcy but chose not to, by passing illegal fees on to the consumer. I never agreed in any way to said fees not did my attorney. I appreciate your help in this matter and I am sure this company, whose reputation is already so bad they had to change names, has done this to many consumers illegally because they could n't interpret a mortgage agreement out of a wet paper bag. Appreciate your time, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had an fha mortgage with Nationstar/Mr Cooper. I decided to refinance with XXXX XXXX Bank. My refinance closed on XXXX XXXX, XXXX. The final payoff was made to Mr Cooper on XXXX XXXX, XXXX in the amount of {$260000.00} per the final ( amended ) payoff statement. The final payoff included 2 months of interest and pmi insurance per fha loans. At that time I had an escrow balance of {$5500.00}. That amount should have been returned to me with interest. On XXXX XXXX, XXXX I received a check from Mr Cooper for {$4900.00} with no explanation as to where the rest of my money is. I have tried to call numerous times and emailed with no response from the company.
Company Response:
State: NY
Zip: 11776
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: My previous CFBP complaint was closed prematurely even after I informed CFBP that the response that Nationstar submitted was not sufficient and that they submitted fraudulent document ( s ) to CFPB in an attempt to prove their response was correct. ( See attached CFBP case number ) I provided the proof then and I now have additional information. I have continued to investigate, I am continuing to uncover more evidence which proves that Nationstar fraudulently submitted documents to CFPB and XXXX XXXX XXXX XXXX that resulted in a foreclosure decision in which Nationstar and XXXX XXXX XXXX were able to still my home. ( See Attached assignments ) As of XXXX XXXX, I am now homeless and I need to continue to have this issue investigated and resolve. Attached are fraudulent assignments from original " lender '' which the entity was no longer in business when Nationstar documents were created. In addition, XXXX XXXX XXXX Mortgage did not assign the note to MERS or any trustee as shown in paragraph 24 of the deed of trust ( See attached ). Thank you.
Company Response:
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage was sold from XXXX XXXX XXXX to Mr. Cooper ( Formerly Nationstar ) and we have been trying to get a loan modification since XX/XX/XXXX due to a car accident where my wife was rear-ended and lost her job about 5 years ago. I have sent them requested documentation via mail and email ( at least 8 times ). I resent information today XX/XX/XXXX and we still do n't have an answer. This is by far the WORST company we have ever done business with. I needed to let you know so this company can be investigated, and hopefully this wo n't happen to others. My wife is going to be XXXX in XX/XX/XXXX and I will be XXXX in XX/XX/XXXX and we are to old for this kind of POOR customer service.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2017-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to resolve a foreclosure that was unlawful based on information the lender told me that I had to do as I filled out Deed in Lieu paperwork on XX/XX/XXXX and faxed it back to Nationstar ( Mr. Cooper ) that same day. The acknowledged receiving it on XX/XX/XXXX on XX/XX/XXXX when I called to verify but because I was in a chapter XXXX bankruptcy was told they could not discuss with me. I was told that day that there would not be a foreclosure while the deed in lieu was being processed but to discuss any other items I had to get permission to them from my bankruptcy attorney ( XXXX XXXX. ) I contacted my attorney that day and told him to have the chapter XXXX dismissed and send Mr. Cooper a letter letting them talk to me, which he did. On XX/XX/XXXX I moved out of my home to Idaho. I spoke to my bankruptcy attorney on XX/XX/XXXX and said to file the paperwork to dismiss my bankruptcy and was told that there was no need to go through extra expenses of a letter that it would be dismissed on the XX/XX/XXXX for non-payment of my monthly amounts. On XX/XX/XXXX I spoke to Mr. Cooper again and they received the letter from my attorney and told me the file was being assigned to a representative and I would be contacted shortly. On XX/XX/XXXX I spoke to a representative by the name of XXXX XXXX and was told that because my loan was an FHA loan that a short sale had to be tried on the property for no less than 90 days before a deed in lieu of so I contact my realtor ( XXXX and XXXX XXXX from XXXX XXXX XXXX in XXXX, Colorado and gave them the instructions to relist my property through the FHA site XXXX which started that evening. XX/XX/XXXX my realtor notified me that it was entered in and accepted. During the next week and a half my realtor communicated with me on questions the XXXX site requested and we filled them out and the house was starting to be shown on XX/XX/XXXX. MY Chapter XXXX bankruptcy was officially dismiss on this day. XX/XX/XXXX my realtor got a message through the XXXX system from the Mr. Cooper representative saying that there might not be enough time to do a short sale but they ordered a rush on the appraisal on XX/XX/XXXX. XX/XX/XXXX the appraisal company went to the home and did the appraisal ( Mr. Cooper shows it happening on XX/XX/XXXX as XX/XX/XXXX was a Saturday. Monday XX/XX/XXXX the XXXX XXXX XXXX who is the attorneys for Mr. Cooper filed a foreclosure bid with XXXX county court house. Wednesday XX/XX/XXXX, Mr. Cooper received the appraisal back from the appraisers. Friday XX/XX/XXXX I was notified my XXXX XXXX that a message was placed in XXXX on XX/XX/XXXX saying " sorry but there was not enough time to do a short sale and Nationstar took back the property on XX/XX/XXXX. My Realtor contacted me that day and I contacted Mr. Cooper and conferenced in XXXX XXXX XXXX ( XXXX ) and XXXX told the Mr. Cooper rep that there is an 8 business day recinding period but it would have to be requested by Mr. Cooper. I also wrote a letter explain all of this and send to their customer relations department as told to investigate. Sunday XX/XX/XXXX I got an offer on my home for {$410000.00} and the principal owed was only {$330.00} meaning there was over {$80000.00} of equity in my property. My relators and I signed the offer contract and sent to the buyers agent. There was no notice of the foreclosure posted on my residence, provided to my attorney or sent to me ( Mr. Cooper had my Idaho address. ) Monday XX/XX/XXXX I was told that the contract was null and void as the property was not mine to sell. I contacted an Attorney in Colorado ( XXXX XXXX ) and set up a meeting with him for Wednesday XX/XX/XXXX. I flew back to Colorado on XX/XX/XXXX and provided all of the information to my attorney and he contacted XXXX to get resolved. I also verified with Mr. Cooper on that day that my email complaint was received on XX/XX/XXXX as I was told by the short sale manager on Friday XX/XX/XXXX it would take a day to process the request but on Tuesday XX/XX/XXXX was told it can take up to 15 days ( which is 9 days past the rescinding period for the deed. ) XX/XX/XXXX I met with my attorney and he read through all of my documentation and contacted XXXX. XX/XX/XXXX I returned to Idaho thinking that everything was fixed. I contacted my realtors and let them know as soon as I get the official word I will let them know and we can proceed with selling my property. XX/XX/XXXX I finally received the response letter from Mr. Cooper and it stated that they are sorry for any miscommunication but their decision was not going to change and they were not going to rescind the foreclosure. At that point I turned into a XXXX XXXX XXXX and my XXXX felt like an Elephant sat on it. My wife took me to the ER at XXXX XXXX and I was checked out. I was kept overnight for observation and to have a XXXX XXXX done on Saturday. Saturday XX/XX/XXXX I had the XXXX XXXX done and they said the bottom part of my XXXX looked a little week and scheduled me for an XXXX the following day. Sunday, XX/XX/XXXX I had the XXXX done and they found one of my XXXX needed to have XXXX XXXX placed in it ( XXXX related, imagine. ) I returned home on Monday XX/XX/XXXX from the hospital defeated and thought I was out of options. I contacted HUD that week via phone and send a complaint in by the end of the week. On Monday XX/XX/XXXX I got a response from a XXXX XXXX and it said HUD can not do anything after a foreclosure sale and ask Mr. Cooper about the cash for keys program. I responded to her and 2 days later got a call from a XXXX who works with the HUD department manager handling the case and was told nothing could be done. On XX/XX/XXXX a notice was placed on my residence door ( in Colorado ) requesting a court date on XX/XX/XXXX to evict me and any inhabitants. I do not have the monies to retain an attorney again to make an appurtenance or fly back to the hearing and contest. Now that Mr. Cooper and XXXX know I have been trying to correct their misdoings and was in contact with HUD they are now following the laws from HUD I am writing to you as my last resort to try and help me get this straightened out and have Mr. Cooper only do what they told me they were going to back in XX/XX/XXXX. I have spent over {$1000.00} having my home professionally cleaned and items I could not bring to Idaho with me removed so my house was able to be shown and sold. I had my bankruptcy dismissed because I was told by Mr. Cooper I had to. I have expenses for attorneys and travelling back to Colorado to try and resolve and a {$10000.00} deductible for my XXXX XXXX due to the XXXX they have caused. Please help me as I have no other options. People tell me to let it go and move on but this is not right. I have been dealing with my wife having XXXX XXXX XXXX XXXX since XX/XX/XXXX ( one of the reasons for me filing a chapter XXXX in the first place was her medical cost and condition ) If they did it to me they can do it to others that maybe not as fortunate enough to be able to recoup from such devastation or lose. A lot of money is at stake and initially I was okay with accepting the cash for keys program ( that is the reason I filled out the deed in lieu paperwork and moved. ) I even kept the electric and gas on in the home until close to the end of XX/XX/XXXX in order to make sure my house did not look vacant and get vandalized.
Company Response:
State: ID
Zip: 83713
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was with XXXX up until XXXX 2017 and was bought by Nationstar and is now Mr. Cooper. Every month I send them an extra payment of {$1500.00} and instructions to apply in whole to the principal. Every month they apply it incorrectly, every month for the whole year. They apply it this way ... Principal {$580.00} Interest {$420.00} Escrow {$370.00} Additional Principal {$110.00} That 's {$790.00}, almost {$800.00} that they try not to apply to my Principal on my loan. I have given them instructions and every month they ignore my instructions. Every month I have to call, explain what they did wrong then wait for a couple of days for them to apply the correct amount toward the principal. Every month.
Company Response:
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A