Date Received: 2017-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After making a balloon payment on my mortgage, I have reached the 78 % mark of the principal-to-original-home-value figure on my mortgage ( the LTV ratio ). I called Nation Star to get them to drop the PMI pursuant to their duties under the Homeowners ' Protection Act ( " HPA '' ). Despite this, Nation Star refuses to cancel my PMI, pointing to an ambiguous Notice which actually does NOT state that Nation Star will refuse to comply with the HPA by NOT auto-cancelling the PMI at the 78 % LTV mark. Having not contracted out of the HPA Protections, I hereby invoke them against Nation Star and demand that they cancel PMI on my loan.
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received a letter from XXXX XXXX that was postmarked XX/XX/2017 that they were transferring the servicing of our mortgage to XXXX XXXX effective XX/XX/XXXX. We have yet to receive any correspondence from XXXX XXXX and our mortgage is due in 4 days. We have no account information to send our payment to. It is my understanding that we are to be notified of such a transfer at least 15 days prior to the effective date. I spoke with a representative at XXXX XXXX in hopes of getting my account information so that I could make my payment on time, but was told that they sent out Welcome Letters starting XX/XX/XXXX, again less than 15 days before the effective date. They were unable to provide any specific information regarding my account. Overall, our experience with XXXX XXXX has been subpar and my hopes for XXXX XXXX are quickly dwindling.
Company Response:
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to resolve this matter with a loan modification or other loss mitigation options. I submitted a loan modification package and have n't received a response as yet. My home was tied up from a divorce matter and my initial hardship came from an illness that left me physically incapacitated for awhile. I was unemployed for some time as well. I have recovered and can workout this matter. In XXXX, my home was damaged significantly from Hurricane Irma and I have a pending Insurance claim that my lender is aware of and I 'm not able to have fair, due process if there 's a pending foreclosure sale date. I also have a pending FEMA application open. I want to resolve my situation, but there are so many inaccuracies with the accounting and even escrow balance/transaction history on my account. I sent out a Qualified Written Request letter and have n't received a response as yet. Their attorneys are n't forthright and I 'm fighting several battles that could be resolved if I can have my lender actively involved with the resolutions. Instead their attorneys are making claims that there is no insurance or FEMA claim open and it was closed out in XXXX-when this is n't true. I 'm also fighting against the attorney 's unscrupulous tactics to close a file. This is my homestead. If I could gt the lender involved to engage in the workout/mitigation process then I am sure, we can have a mutual resolve. When there 's a constant sale date rescheduled every 30 days, it 's impossible to have the lender review my paperwork because of their internal procedures and timeline required for the State of Florida.
Company Response:
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Some details herein, attributable to employees of Mr. Cooper Mortgage, formerly Nationstar Mortgage, are contradictory and erroneous.On XX/XX/XXXX, at closing on the property at XXXX XXXX XXXX, {$940.00} was paid to our insurance co. for one year 's insurance.On XX/XX/XXXX, a {$940.00} was paid to our insurance co. ( Travellers ) By Mr. Cooper . They refunded the check to me and my wife. Our insurance company advised we return the check to Mr. Cooper. Cooper refused the check insisting my wife must write a check from her bank account. After tendering her check a Cooper ( Coopers are what they call their employees ) informed me that we have plenty of money in our escrow account now, so we could use the second refund check to make a mortgage payment instead of adding it to escrow. I approved, so {$810.00} was applied to XX/XX/XXXX mort. payment and the balance of the {$130.00} was applied to escrow. Bad advice because the amount was applied to the mortgage payment and I got an escrow bill for {$810.00}. We sent the {$810.00} which was also applied to mortgage not escrow. Now, my monthly Mortgage bill is {$60.00} higher. There are only errors and many more than this.Everything is always wrong and too complicated for us to deal with. The Coopers claim everything is fine but EVERYTHING IS WRONG! I spoke with XXXX who apparently has no last name. A few acquaintances had their MR. Cooper Mortgages sold to XXXX XXXX. I want out! We can not keep up with constant errors and miss communication. They will say everything is fine .... every time ... but everything is a disaster and they will cause us to lose this house because everything is perpetually changing with cooper. I do n't think they lie. I think they are incompetent.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Problems started when XXXX XXXX sold my reverse mortgage to XXXX XXXX XXXX doing business as XXXX XXXX. They tried to foreclose in XX/XX/XXXX. After negotiation they voluntarily dismissed the case in XX/XX/XXXX. In XX/XX/XXXX, they filed lis pendens again against me for the same things that were resolved in XX/XX/XXXX by court order. They are claiming that I did not have homeowners insurance which I did and submitted the declaration page to them over 6 ( six ) times and they still went ahead and put on their own homeowners insurance and have listed said amount on their tentative payoff sheet. Further, they went ahead and paid on the taxes for the home without notifying me or giving me the chance to pay them. They paid these taxes in XX/XX/XXXX and they are not due until XXXX XXXX of each year. They have attached this amount to the payoff as well along with attorney fees from the XX/XX/XXXX court order in which it clearly states that each side was responsible for their own attorney fees in the matter. They hired a law firm out of XXXX XXXX, XXXX XXXX Firm, which from what I understand, is a foreclosure mill group. They are uncooperative to say the least. I am trying to get an accurate accounting because I have sold the home and so far I have gotten four ( 4 ) DIFFERENT AMOUNTS. XXXX XXXX. is a sham group of underhanded and illegal operations. They have been brought up on charges again in XX/XX/XXXX via a class action suit, the same month they started with me. I have filed a law suit against them and now have submitted my case to the XXXX District Court of the State of Florida, XXXX Court. I need help with this organization who is trying to take my home of 24 years.
Company Response:
State: FL
Zip: 34471
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of XX/XX/XXXX our mortgage was sold. It had been with XXXX XXXX and it was sold to something called Mr. Cooper. We have never been late on a payment in over 20 years. We are very close to being finished with our mortgage. We got XXXX information about how to pay our mortgage from Mr. Cooper. My husband called XXXX and was told there was a 60 day grace period. Then within a week or so this Mr. Cooper place started calling my husband at work telling him our payment was late. He did n't even have any information at that point on how to pay or who to pay. We finally got paperwork from them and he set up on an online account and paid the mortgage. He continued getting robocalls at work. He has been getting one to two calls per day from this company. Yesterday I called to confirm that they had indeed received the payment. After being forced to listen to a recorded message telling me that anything I said on the phone would be used against me, I talked to an agent who claimed they had received the payment. Today ( XX/XX/XXXX ) we received a letter saying we were overdue on our payment and that we owed them double the monthly payment. In addition somehow they appear to have added {$1000.00} to our escrow account which stands now at close to {$10000.00}. I am outraged by this treatment. We have never had any trouble with any mortgage provider until this Mr. Cooper thing happened. We are about to just pay off the rest of the mortgage so we never have to deal with Mr. Cooper again. I wanted to write this complaint in case other responsible customers are getting these harassing calls and letters from this company. I think they need to be investigated for their practices. Are they even within their legal rights to call my husband every day at work harassing him for a payment that we have already made? How long once a mortgage is sold do consumers have to make a next payment to the new servicer?
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2017-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were approached by Nationstar Mortgage to refinance our loans to one loan. We were also given a rate and payment amount at that time. We obtained a payoff quote in order to pay off the 2nd loan. We signed the paperwork without an understanding that the lender did not pay off the 2nd. Our payment essentially is the same. However, we had 20 years of payments left. We now have 30 years of payments left on a loan at a higher interest rate than we were told. We will end up paying MORE over the life of the loan than we would have if we had not refinanced. We will pay 10 more years of payments and because the 2nd loan was not paid we also incurred a 30-day late on our credit report, jeopardizing the possibility of purchasing our next home. We lost out on a home that we wanted to live in as our credit scores were too low to obtain a mortgage. We are also paying more money than we would 've paid and we still have a 1st and 2nd mortgage. There was no Net Tangible Benefit in obtaining the loan. The servicer sold the loan and gained the only benefit. We not only suffered the loss of a primary residence ( the refi was an income property we purchased as an asset for our children to have one day and we intended to take money out to help with a down payment on our primary residence ), we also have suffered financially. We could not get the house we wanted because of the credit damage and the inability to get equity from the income property. And we are going to be paying the 1st mortgage a decade longer with no real benefit but rather a loss overall.
Company Response:
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a house in XX/XX/XXXX through XXXX XXXX XXXX. The loan included {$44.00} for monthly Private Mortgage Insurance ( PMI ). My first mortgage payment was in XX/XX/XXXX to XXXX XXXX XXXX. The XXXX XXXX real estate agent that sold me the house, XXXX XXXX, told me the PMI should be dropped from the loan in XX/XX/XXXX, when my payments would reduce the remaining house balance to the qualifying level. I received notice that the loan had been sold to Nationstar Mortgage Company, with the first payment to them being due XX/XX/XXXX. Nationstar 's notice also advised that any " Optional Payments '' on the account may be cancelled. I called the company immediately upon receiving the letter and asked if the PMI was to be cancelled. Nationstar 's representative told me the loan did not include PMI. I argued with the representative, but to no avail. Over the years, I have contacted Nationstar numerous times about the PMI and they have consistently denied that I am being charged the PMI. The attached mortgage and first payment documents clearly state that PMI is included in the loan. When calling Nationstar after XXXX XXXX Central Time, you are directed to overseas representatives that are extremely hard to communicate with. Several times I 've simply had to hang up because I was unable to understand what the representative was saying. I have called during regular business hours and been told there is no PMI on the loan. I have also used Nationstar 's online application to submit questions about the PMI and have never received a response. Their online application only recently started documenting submitted questions and responses. Since buying the house in XX/XX/XXXX, my monthly mortgage payment has varied several times, due to changes in property taxes and homeowners insurance rates. I have attached all relevant documents, along with all Mortgage Interest Statements ( IRS Form XXXX ) from Nationstar that show no payments for Optional Insurance. The above information was submitted as claims to the Texas Dept of Insurance ( TDI ), then to the Texas Dept of Savings and Mortgage Lending ( DSML ). TDI replied that they do not service PMI. Following is a copy of the email I received from DSML 's XXXX XXXX concerning my claim ( note that XXXX XXXX refers to Nationstar by their new name, Mr. Cooper ) : Good afternoon, Thank you for returning my telephone call today. Per our telephone conversation, Mr. Coopers representative confirmed today that the {$44.00} PMI per month charge that has not been charged to your account up till XX/XX/XXXX when they corrected their records. The PMI over the last few years totals about {$1800.00} that is not being charged to your account nor it will be charged to your account, per the email of XX/XX/XXXX, below. XXXX XXXX representative response to the DSML reiterates that moving forward, they have corrected their records to reflect the {$44.00} PMI charge to your loan escrow account. Mr. Cooper has since this investigation began completed an out of cycle escrow analysis on XX/XX/XXXX. The new escrow analysis reflect a new payment of {$550.00}, effective with the XX/XX/XXXX installment. Once the full file has been reviewed you may be contacted with questions we may have and/or once a determination has been made. Note that Nationstar 's response to the claim was that the PMI had been cancelled due to non-payment of the policy, and I was never charged for PMI. After receiving this news, I contacted Nationstar on XX/XX/XXXX for a refinance quote. The Nationstar agent documented my house 's market value at {$77000.00}, and left that amount, even after I told him my XX/XX/XXXX County Tax Appraisal was only {$69000.00}. The refinance quote charges XXXX points for a 180 month conventional refi at 3.875 % interest. It would cost a total of {$5100.00} to refinance in order to avoid paying PMI that has not been charged in four years. I have never missed any mortgage payments, nor been late with any payments since the mortgage began. My attached letter to Nationstar of XX/XX/XXXX states examples of their unethical service. Thank you for any help you can offer.
Company Response:
State: TX
Zip: 79423
Submitted Via: Web
Date Sent: 2017-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to resolve a issue with Mr Cooper AKA Nationstar Mortage I have a balloon payment due at the end of my loan I have tried to transfer the funds to pay this off on 3 occasions and the payment has not been accepted. They are treating to foreclose on the home but I have tried to get them the funds. I am hiring a lawyer to help me with this process.
Company Response:
State: WA
Zip: 98008
Submitted Via: Web
Date Sent: 2017-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Made XXXX/2017 payment via an ACH payment through my bank. Escrow had changed raising payment by {$100.00} causing payment to be short by that amount. Instead d advising me they posted the payment of {$1400.00} as a principle payment and posting nothing towards my XX/XX/XXXX payment. As a result they reports to the credit bureaus that I am 30+ days past due. My credit score droped 126 points due to this. I have never been late in the 10 year history of this mortgage. Worst yet, they never notified me of the problem. Please help
Company Response:
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A