Date Received: 2017-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently acquired by a new mortgage provider. I paid my mortgage payment due on XXXX/XXXX/XXXX on XXXX/XXXX/XXXX for {$980.00} to Mr. Cooper. On XXXX/XXXX/XXXX a draft for {$1000.00} was taken from my bank account, leaving my account negative. I transferred cash to cover the balance, but it was cash I need for other bills. I sent a message to Mr. Cooper that I did not intend to make XXXX payments on my account within that timeframe. Their response was that I need to supply documentation from my bank and they would respond within 7-10 business days. Their website shows the two payments so I do not understand why I need to provide documentation. I want the 2nd payment stopped. I have not asked for any fees to be reimbursed, because if they would rescind the 2nd draft there would not be any fees associated.
Company Response:
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2017-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For all of these transactions listed below, there are recorded conversations, as we ask each time we phoned to ensure these calls were being recorded for 'quality and training purposes '. On XX/XX/XXXX, we received letter from XXXX XXXX XXXX that we would be awarded {$100000.00} for damages to our home from Hurricane Harvey and that the check would be arriving in the mail. On XX/XX/XXXX, we received letter from XXXX XXXX advising us that they would be selling our loan effective XX/XX/XXXX. We saw a 'train wreck ' happening here with these dates, i.e. our insurance check on its way, and this transfer of our account to another lender. We knew the check would be in our names with a requirement for XXXX XXXX to sign off as well, and that the mortgage sign-off would be the 'bottleneck ' to get our funds to repair the house. So, we decided that we would rather pay off our mortgage ( ~ {$70000.00} ) and use the remainder to repair our house ( ~30,000 ). So, we phoned XXXX XXXX XXXX XXXX to find out how we could mitigate this train wreck. The person on the help desk informed us that we had to : 1- Request a payoff for the loan 2- Draft a letter stating that we authorize the funds to pay off the mortgage and refund the balance 3- Endorse the check and mail this to XXXX at address of XXXX XXXX XXXX -- XXXX Ohio. On XX/XX/XXXX, we finally received our check from the Insurance, so we sent the check and all the above information to the address above with 'overnight ' shipping ( ~ {$25.00} ) so that it would arrive at XXXX on Monday XX/XX/XXXX in time to avoid being in the aforementioned 'train wreck '. So, Monday and Tuesday, we waited and we did n't receive any correspondence ( phone or e-mail ) from XXXX regarding this important transaction. So, Tuesday afternoon, we phoned XXXX XXXX XXXX XXXX to ask about this payoff. We were routed to a new person on the phone, and after we explained everything, they told us that they received the check, but were just holding it, because our account was set to transfer to Mr Cooper the next day. Of course, we were very upset about this, and we asked to escalate to a supervisor. We discussed with supervisor XXXX, who assured us that she was so sorry that this was happening ( in her very well trained de-escalation protocol ) and that she would investigate to see what could be done, and would phone us back. XXXX did not return our phone call. XX/XX/XXXX, we phoned XXXX XXXX XXXX XXXX again and left a message ( s? ) for XXXX asking what she had found and, again, we received no return phone call. We were advised that it would be 6-7 days before Mr Cooper Mortgage company would establish our account and recognize us as a client as we discussed with someone from XXXX XXXX XXXX XXXX requesting payoff of our loan and requesting refund of the balance. At this time, we are informed that they dont know what happened to the check. So, of course, we are enraged. On XX/XX/XXXX, we phone Mr Cooper to discuss pay off of our loan and refund of the balance. The XXXX XXXX person initially tells us that there are no notes in our new account regarding the previous mortgage company, and they dont know what happened to the check. What happened to that fully endorsed check that should have been used to pay off our loan and the balance refunded? After more investigation, we were told the notes indicate that XXXX XXXX had mailed the check to XXXX XXXX XXXX in XXXX Ohio -- We were shocked, since that is the same address ( see above ) that we had sent the check to XXXX XXXX initially. Again, we asked to be escalated to a supervisor. At some point during this week, Mr Cooper 's office found the {$100000.00} fully endorsed check laying around. When we asked about being awarded interest on this check, we were told that we would not receive any interest for this {$100000.00} check that is in now on their account ledger, awaiting processing. They stated that we would have to fill out a form ( on-line ) requesting a new pay off and signing another affidavit stating our intention to pay off the loan with the insurance check. So, we did both of these. And we waited for a phone call or feedback for next steps and timing -- nothing from Mr Cooper that there was any processing of any kind going on. So, early the next week, we phoned again and again, though we have lost track of the many phone calls to Mr Cooper 's offices in search of our refund. We asked to be transferred to a supervisor immediately each time we phoned the Mr Cooper Customer Help Desk. We were told that it takes 30 days to process this transaction for their office. We asked for an escalation process, as our house was flooded, completely gutted, we had lost almost everything in the flood, and had contractors working to rebuild, since we were fortunate enough to have insurance. Supervisor XXXX XXXX was where our next noteworthy phone call was routed ( ~XX/XX/XXXX ). She was responsive and found that all the documentation was received and in the file for the pay-off to take place, and the refund to be completed. So, she came in on her day off ( Saturday ( XX/XX/XXXX ) and completed the documentation and noting in the account to get the loan paid off ( ~ {$70000.00} ) and initiate the refund. She phoned us to tell us the great news, and so we asked if she could direct deposit the refund. She said she would try, so we e-mailed her a voided check with our banking numbers and account numbers, and she said she would check in to it when she was back in the office and when her supervisor was in the office ( Monday or Tuesday XX/XX/XXXX or XX/XX/XXXX ). So, we waited and waited, and again, we received no phone call or email message from Mr Cooper 's offices. So, again, we phone XXXX XXXX XXXX XXXX, asked to speak to a supervisor, and were routed to XXXX XXXX. Again, he is well trained in the de-escalation process and promises to look into why we are not getting our refund, who is receiving the interest dollars on our money, and promises to call us back. We received the following information in an e-mail from XXXX XXXX : " I have sent over an email to our lien release department and was informed the release is currently being processed based on our 10 day period after the payoff date of XX/XX/XXXX. The release will then be sent to the county for recording within the date of XX/XX/XXXX. Once your refund is reflecting in our system we can move forward in processing your refund by next week. I also did communicate with XXXX and she advised she submitted a Mortgage Affidavit to post as a payoff for you, which I did communicate with you on our conversation. She is still in the process of getting the additional funds out to you. '' Today, is XX/XX/XXXX, and we have not received any refund from Mr Cooper. We did, however, receive in the mail several letters from Mr Cooper welcoming us into their company, and one actually had a summary of the amount of interest that we owe them for our newly transferred loan. We are extremely annoyed and feel harassed with this information. Additionally, we continue to get these roto-dial phone calls from Mr Cooper asking how we are surviving after the hurricane, and to stay on the line to discuss our account with Mr Cooper. So, as we stay on the line, we get some Customer Help Desk person who knows nothing about our account, our refund and does n't help at all. More harassment!! The remedy we want is to receive the money that is ours -- We can not understand how this mortgage company has the right to hold our refund for this long, without providing any interest to us or any reimbursement for pain and suffering. Our bills are going past due, interest is accruing on the credit cards that we had to open to pay for the work on our home, and we had flood insurance!! -- We have a refund due to us. It is our money!! We want to make sure that the processes are changed at both XXXX XXXX and Mr Cooper so that no one has to experience this insanity and frustration that we have been through. All of this can be validated through the many, many hours of phone calls that both XXXX XXXX and Mr Cooper have recorded
Company Response:
State: TX
Zip: 77566
Submitted Via: Web
Date Sent: 2017-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to Modify my mortgage for 5 years with Nationstar, I have submitted several completed applications packages over the years and each time they drug their feet for months reviewing the applications, never telling me what was happening unless I called to check up on things only to find out that they took so long doing this that some of the paperwork according to them had " expired '', they requested that I resubmit or redo or update certain parts of the file but after submitting again and agin and again they just drug their feet until they would finally request another full file, this process could take up to a year! in the meantime I sit in foreclosure wondering when I would lose my house. They tried to foreclose on the house a few times but we just kept re submitting paperwork and new files. I would call repeatedly only to talk to some horrible person who was very unwilling to help and when I got upset with them for dragging their feet once they thought they put me on hold and I heard the customer service girl say out loud while laughing " Can you believe this stupid white boy? '' I told her I was recording the call and she hung up immediately.. They never answered for this deliberate XXXX remark and it was obvious at that time to me that they were doing this to me on purpose.. It has been 5 years of battle and after a horrible divorce this is all my kids and I have left.. Nothing has changed with my employment the whole time but recently they approved a modification and put my payments at {$2300.00} a month and % 10 intrest from the original {$1200.00} a month and an extra {$200.00} tacked onto my mortgage because of all the back payments and fees! Why all the sudden would they approve the Mod when NOTHING has changed???? This is a strategy they use to XXXX people out of their homes. my house is unaffordable now and would never sell for how much they have scammed me out of.
Company Response:
State: OR
Zip: 97266
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I intiated an inquiry with my mortgage company Nationstar regarding FHA loan assumption. XX/XX/XXXX, I found a qualified buyer that completed necessary paperwork only to find out that they could not produce current resident payment history required to complete the loan process. Buyers entered a rental agreement to create a payment history to satisfy Nationstar requirement. XX/XX/XXXX resumed loan assumption process. At this time I was told my FHA mortgage is not assumable, therefore refused to contact buyer, and process request for loan assumption. After 2 phone conversations with the Assumptions research associate she agreed to go along with the loan assumption process on XX/XX/XXXX. She contacted the buyer to inform them they would receive a phone call from the sales department in 7-10 days for credit application. On XX/XX/XXXX buyers sent email inquiry to Nationstar no phone call from sales department was told would be looked into. Still no phone call as of XX/XX/XXXX I forwarded email inquiry threating to file complaint with CFPB this intiated a phone call from the sales department to the buyer on XX/XX/XXXX the credit application was completed. XX/XX/XXXX the buyer was sent a letter indicating they needed XXXX FICO score, the buyer had XXXX and loan appumptipon denied by assumption manager. The problem is FHA only requires XXXX. Nationstar hedged on paperwork and phone calls, taking 3 months to start the process. The assumption Manager told the buyer the process would be quicker and easier to go thru new loan application. The buyer is currently eligible to assume the mortgage provided Nationstar dba Mr Cooper is willing to follow FHA guidelines for processing loan assumption. The buyer and myself was told the process would take 6 months after credit score qualification. It has been 5 months trying to go through a simple loan assumption.
Company Response:
State: OH
Zip: 45342
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: ONCE AGAIN NATIONSTAR FAILED TO NOTIFY ME OF A COMPANY NAME CHANGE FRO NATIONSTAR TO MR. COOPER. AS WE SPEAK NATIONSTAR REPORTING ON XXXX AND XXXX AS NATIONSTAR AND THE TITLE ON CREDIT REPORTS MUST REFLECT THAT CHANGE. THE PAYMENT HISTORIES ARE INACCURATELY COMPARE TO XXXX XXXX DATA. I AM FILING SUIT AGAINST ALL PARTIES SHOULD YOU FAIL TO CORRECT IN 30 DAYS OR DELETE ACCOUNT.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I requested a draw from my Reverse Mortgage credit line of the full amount stated on my XX/XX/XXXX statement of {$190000.00}, see attachment. This Reverse Mortgage was originated by XXXX XXXX over a decade ago and serviced by XXXX XXXX until XX/XX/XXXX when it was transferred to XXXX XXXX XXXX XXXX XXXX XXXX Tx. Phone XXXX On XX/XX/XXXX I contacted XXXX XXXX, they said they had my request, but do to the size of the request it had to be reviewed by HUD, a second XXXX agent said XXXX XXXX and XXXX XXXX When asked how long it would take XXXX said " they '' dragged their feet and could not say. This is a FHA backed HECM. I am in full compliance of the terms of my reverse mortgage i.e. I live in my home, it is in good repair, insurance and taxes paid. The request form from XXXX says monies would be placed in my XXXX XXXX account or a check mailed within 5 business days. At XXXX years old and making only the second draw on this costly credit line in ten years I feel mistreated. I will provide any information or documents immediately
Company Response:
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-02
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: The company sent my non public private medical and financial information to a post office in florida that does not belong to me. The company sent the modification package to that post office. The company did not respond to my initial package sent / I followed the company request to ask the sellers to give me title to the property to modify and assume the loan. I asked for status and they responded with a motion for irem judgment and summary judgment against me and the current mortgagors. I did not have privity of the mortgage balance and arrearages. Considering the information given by text from XXXX XXXX prior the hearing at metro court, it became evident it falls over the XXXX that metro court is allowed to act on, and it was dismissed for lack of jurisdiction. I filed with FID in Florida and in NM and with CFPB because my contract balance does not match the balance that Nationstar has, and the payment of XXXX does not match the payment of my contract intially was XXXX and now is XXXX. My contract is current paid to date and there is a misplaced XXXX $ from escrow from title to XXXX XXXX that title has not answered to my demands of copies of front and back of check The trust company I just found out has a director named XXXX XXXX. Coincidentially, I found out XXXX represented the seller in XX/XX/XXXX. I did not know he represented the sellers, I did not know he is the one who wrote the contract, however he should have had disclosed that in writing, I did not know the individual, he was picked by the other attorney, XXXX XXXX at XXXX XXXX, the title company the sellers closed many times with. In a conversation with XXXX XXXX, because he is the director of XXXX XXXX the fiduciary that takes the payments, on behalf of the seller to pay the mortgage, it was evident the mortgage company does not have enough funds to cover the money that the bank is asking for the balance to be current. I was told checks are being sent to the trust company back from the sellers, In trying to locate the address of the selllers, as the trust company XXXX XXXX did not give me, I got public records of deed transfers, several under the XXXX XXXX and XXXX XXXX in their name where they bought and sold condos and homes cash and in XX/XX/XXXX three ayear, and I was told that the safe act has a provision that if the investor who is the seller in a REC sells more than 3 properties a year, then, the balloon provision is not allowed. I had a balloon, and when I wanted to refinance i went to the same XXXX XXXX XXXXXXXX and they told me the property is underwater, I told them how come if the contract is current, that was in XX/XX/XXXX. Again mom tried to purchase it instead of refinance it in XX/XX/XXXX again and they told her there has to be at least 5 % equity in the home to be able to purchase it that the bank has a loan that exceeds the value. I disagreed because I had title insurance and two attorneys and I put XXXX down and the contract is current. I heard XXXX XXXX XXXX sold toxic mortgages that they had from XXXX to other banks as performing loans. I heard nationstar had the mortgage now from the sellers. The payment for that house was initially XXXX or less as the check written from my mother given to the title conpany is back in XX/XX/XXXX. Now is XXXX and I saw from recent submission of nationstar the payment is XXXX??? Is this a fraud, a scam and why the trust company 's director/seller reprsentative/contract writer/title company vendor kept it quiet? the seller did not tell me anything '' did he refinance, forebear the loan, modify, skip payments? how the balance went the other way if I made payments? and is current? my mother made payments? we called the bank and the bank told us all three banks they can not give us information, all we got recently is a text form the mortgagors saying if we do not keep paying the payment they will foreclose. Mymother 's entire socical security payments are in the house, my retirement is in the house in the form of rehabilitation of major compoinents, roof, ac heater, windows, flooring, etc. I am not your regular investor flipper I am a single mother wanting to keep her house but for the bank to ask me to pay XXXX or not " let me assume '' the mortgage and keep the house and duress me with an IREM judgment is unconscionable. for the sellers, mortgagors to call me and ask me to give the title back to them so they can let the house go into deed in lieu of their mortgage obligation is more appaling. To try to seize my mother 's payments as a senior is worse. Iam XXXX but I am not XXXX as she is My family will be homeless and my XXXX kids too, however we are the ones to lose, and the help from the division of vocational rehabilitation I get is to recouperate from a car accident to get back to a position where I could suppport my family. My mother brunted the payment of this house in good faith because she knows I see my son at my house which due to all this bank fraud and nonsense, the visits stopped and I am back at court. As far as the attorneys, please Nationstar pay XXXX his XXXX of fees he charges in court for the modification paperwork sent with negligence to the XXXX 's I never asked him to send my personal information to some other person 's address nor gave him other address than my house at XXXX XXXX XXXX XXXX, XXXX, NM XXXX. I had an attorney, XXXX XXXX who was XXXX XXXX and thanks to this animoisty and what legal aid told me, the tortorious interference of this attorney with my employment i don not have a lawyer, and I do not have a job, both were at XXXX XXXX XXXX. I lost a job, and my NPI got disseminated, to a XXXX in florida and on top this attorney wants to get paid for his job by you and by me. well I attached the welfare my family and I are getting thanks to the recent job loss. DVR is helping me to get in a position to secure employment and I want to keep my house with the income I will get when I find another XXXX job since the one I had was interfered with by XXXX XXXX passionate efforts to collect legal fees for sending the modification to the wrong address and wanting an answer. I want to keep my house. I want restitution for both my mom and I and I will assert to any means I can to not let this banks do to others what they have done to us. I hope CFPB gets the title thte trust the attorneys the sellers the trust companies to stop covering their fannies. I only have food stamps and medicaid for now until people start acting in good faith.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom it may concern, On XX/XX/XXXX, after submitting 2 years worth of documentation, we were delighted to receive a letter from Nationstar mortgage that my wife and I were approved for a trial modification. The letter stated that if we made 3 consecutive payments we on time, we would qualify for a permanent modification. We signed the agreement the following day and sent a check for the agreed upon payment. We made certain for the subsequent 2 months, we made the next two payments on time as agreed. I even wrote on all 3 checks that by depositing the checks, they are agreeing to the terms of the modification as well, just to be safe. We had not heard anything from Nationstar Mortgage or received documentation for the permanent modification. On XX/XX/XXXX after we complied with everything Nationstar requested including making 3 consecutive payments on time, they sent us a letter that said the funds were applied incorrectly. We tried calling several times to find out what this letter meant and they would not give us any information as to why they were not honoring their agreement that they had given me in writing. Shortly after, they sent me a check totaling 2 of the payments I sent. I called and asked why they only sent two payments back and kept one and they would not give me an answer. I then proceed to call XXXX XXXX of the firm XXXX XXXX, that was representing Nationstar and he was nasty and told me I never got a modification, even though I told them I received a letter from Nationstar. He told me to just rip it up because its invalid. I have been lied to, deceived, and mistreated. I have a document in writing that i complied with and Nationstar didnt honor. I want to put in a formal complaint with Nationstar Mortgage as well as XXXX XXXX. Thank you XXXX & XXXX XXXX
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a loan modification and set in paperwork to start loan repayment. After I sent paperwork in agreeing to the loan modification ; I was told that my paperwork was not accepted because my signature did not look authentic. I was told that because of the signature problem, my paperwork need to be redone. I was told not start paying my bill because my loan had not been processed yet. I was told that I had to resubmit my paperwork and will start paying from that date once I got approval on my signature. I was told no payments need be taken at this time. So I was sent paperwork about 90 days later to re-sign and send in to my loan officer. I was told to start paying my mortgage on XXXX. I got a phone call few days after this meeting stating I owed XXXX worth of payments and it needed to be paid. I explained that this was not what I was told and I could not pay it. I was told then my house would go into foreclosure. I requested to speak to a supervisor and I was denied twice. I was denied my home modification and now facing foreclosure because of wrong information was provided to me and my signature not being accepted. I requested assistance from my point of contact and he never calls me back. I never got a chance to speak to a supervisor about my situation. Since XXXX/XXXX/XXXX, I have being calling my loan officer with not return calls and not direction into how to save my home.
Company Response:
State: NC
Zip: 27540
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: ONCE AGAIN NATIONSTAR FAILED TO NOTIFY ME OF A COMPANY NAME CHANGE FRO NATIONSTAR TO MR. COOPER. AS WE SPEAK NATIONSTAR REPORTING ON XXXX AND XXXX AS NATIONSTAR AND THE TITLE ON CREDIT REPORTS MUST REFLECT THAT CHANGE. THE PAYMENT HISTORIES ARE INACCURATELY COMPARE TO XXXX XXXX DATA. I AM FILING SUIT AGAINST ALL PARTIES SHOULD YOU FAIL TO CORRECT IN 30 DAYS OR DELETE ACCOUNT.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A