Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXXX XXXXXXXXXXXXXXXXX/XX/XXXXX/span> hurricane Irma damaged our home financed by Mr. Cooper. They received insurance funds on XXXXX XXXXXXXXXXXXXXXXX/XX/XXXXX/span>. We 've provided all the requested documents and called them almost daily but they still have not released the $ XXXX needed for home repairs. Each time we call it 's the same conversation as if they are reading from a script, " we apologize for the delay, I will request that be expedited immediately, you should have a check within 5-7 business days. '' Each call taking an hour on average but longer if you insist on speaking with a supervisor. I 've complied with their 15 page procedures and set up account on XXXX as advised, but they are delaying and delaying. We 've had to go to a local bank and borrow money to begin repairs in order to prevent additional damage to our home. We 've called Mr. Cooper twice to complain about it 's loss claim department, no one returned the first call and the second customer service rep transferred me to the department I was calling to complain about. We 've submitted a formal complaint and are waiting to get a response back. It 's an awful thing to have your home damaged and then to be victimized by your mortgage company like this is unimaginable.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, On XX/XX/XXXX, my wife and I were told by our current service provider that our mortgage payment would not be due until XX/XX/XXXX. I was told this by two different representatives on two separate days. I was told this by two different representatives two separate days At the time the payment looked to be around $ XXXX/month, which was not correct. I 've recorded this conversation from XX/XX/XXXX and attached it to this email. Also, we have a tax exemption from XXXX county that should lower our monthly payment when applied. We were then told that our payment was due on XX/XX/XXXX and that they would not honor what was told to us. On XX/XX/XXXX they sent me a letter apologizing for the misinformation, but claimed that they can only honor the modification starting date. In the message you will hear the representative tell me we will be up to date on XX/XX/XXXX. Also, this was not the only rep who told us this. However, we recorded this later conversation on XX/XX/XXXX as proof. Im just discovering that I cant attach the audio to this email. Please provide an email address for me to attach the audio proof. Thank you! Rep : XXXX Ext : XXXX Please let me know if you need any additional information.
Company Response:
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Upon transfer the servicing of the loan from XXXX to Mr. Cooper, our escrow account is not correct and is now showing a shortage. We received notification from Mr.Cooper that we are now short funds in escrow. We contacted Mr. Cooper and Spoke with XXXX in the XXXX, Texas. She stated that she would contact us back, but after several attempts this is still a stagnant issue with them. XXXX saw what we saw, a blatant accounting issue, yet this company still wants to add more to our monthly payment for this '' shortage ''. While with XXXX, we never had a shortage with them. I am providing the following documentation : 1. XXXX statement of XX/XX/XXXX showing our escrow account activity 2. Public records of our taxes that show only one tax increase on the school taxes of {$120.00} for the year. 3. Mr Cooper notification dated XX/XX/XXXX Showing we are SHORT {$2200.00} 4. Loan statement showing they want XXXX more each month a total of {$1400.00} more a year. 5. Statement from XXXX XXXX XXXX showing the Declaration page showing the yearly premium of XXXX We are looking for an accounting statement and the return of the payment to where it should be. XX/XX/XXXX payment is coming due and we want this issue resolve asap. Thank you
Company Response:
State: PA
Zip: 19438
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: ONCE AGAIN NATIONSTAR MORTGAGE FAILED TO RE-INSERT ACCOUNT BACK INTO MY XXXX CREDIT REORT SINCE 2013 ( SEE ATACHED ) IN VIOLATION OF THE F.C.R.AA. AND THE DODD-FRANK WALL STREET REFORM AND CONSUMER PROTECTION ACT.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought by NationStar/Mr Cooper. My payments were automatically deducted from my checking account with my previous lender and this migrated to the new lender. The problem is that each month the new vendor deducts the money from my checking account on the XXXX of the month but sends me a letter dated the XXXX which says that I have not paid, and suggests ways that I can pay, which cost more money. This comes across as a scam, they are just trying to get more money.
Company Response:
State: CO
Zip: 80537
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Nationstar c/o Office of the Comptroller of Currency Nationstar Customer Relations Department XXXX XXXX XXXX XXXX TX XXXX RE : XXXX XXXX XXXX ( d/b/a ) Mr. Cooper. Mortgage NumberXXXX I request that the current foreclosure action be cancelled and the correct principal balance be corrected immediately. I strongly dispute the increase of the principal mortgage balance that was made on X/XX/2014, when the principal balance was increased from {$710000.00} to {$920000.00} and eventually increased to {$990000.00}. The original principal balance and the original loan amount is {$670000.00}. The current principal balance is {$320000.00} more than the original loan amount. This is inaccurate and needs to be corrected. The current principal balance should reflect approximately {$670000.00}. We strongly believe that the Chapter XXXX protections that were in place during this period, protected, insulated and stayed any increase in the principal balance and loan amount. .. I request that this increase be reversed immediately and reflected in the modification documentations. Please complete a forensic audit on my mortgage account as soon as possible so the correct principal balance is calculated so I can submit the modification proposal, with the correct principal balance, to my financial team ; my Chapter XXXX attorney ; the Chapter XXXX bankruptcy trustee and court. The current principal balance is not accurate and I believe this is because of miscalculations, and errors, by the multiple servicers who have handled my loan to date. I pray that you will make this adjustment immediately. To reflect the correct current principal balance of {$670000.00}. I request that the current foreclosure action, be cancelled and the correct principal balance be corrected immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Nationstar Mortgage Number -- XXXX
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I made my XX/XX/XXXX payment with 2 checks. Nationstar Mortgage 's report shows that they received them on XXXX XXXX and applied them to principal, rather than to the monthly payment due XX/XX/XXXX. I was not aware of this until my XX/XX/XXXX statement arrived. I immediately phoned them on or about XX/XX/XXXX and they corrected it in their records. However on XX/XX/XXXX I received a notice that my credit rating dropped. I reviewed my report and the drop in the rating was due to Nationstar 's reporting the XX/XX/XXXX payment delinquent for over 30 days, which was totally false in that they simply misapplied it. I filed a report with XXXX XX/XX/XXXX and XX/XX/XXXX and they said Nationstar has 60 days to respond. On XX/XX/XXXX I wrote to Nationstar requesting it be corrected. Heard nothing. On XX/XX/XXXX I called a manager at Nationstar and they had me email the information to them, which I can and can forward to you. My credit has been significantly adversely affected and they are doing nothing. Now they are selling the loan to XXXX XXXX effectiveXX/XX/XXXX and have not corrected it yet.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning I need your assistance please. Back 6 years ago my wife died, she was the only name on our home mortgage at that time. Since then the mortgage company was XXXX, they had somehow given it to NationStar Mortgage, now known as XXXX XXXX. I was the executor of estate, i had submitted all the documents required to NationStar a good year ago. Since then the home officially became mine, and again submitted all the documents I was asked for. Well earlier this year i went to refinance the home, I called NationStar and was not not pleased with the interest rate they offered me, so I went elsewhere, and XXXX became my new mortgage company. After all was done I received a check in the mail from NationStar check number XXXX for the amount of {$960.00}, the problem with that it was made out to the estate of deceased wife. i could n't deposit it, so on XXXX/XXXX/XXXX at approximately XXXX i called and spoke to XXXX XXXX who redirected me to XXXX in Arizona XXXX I told him, and said within XXXX business days I 'll get a new check. Cool, I thought. On XXXX I did receive a new check for {$110.00} check number XXXX. Now i 'm getting a little annoyed so I called on the XXXX of XXXX and spoke to XXXX in Texas, who at that time said I would now need to prove I 'm the one paying the mortgage, and would have to mail in at least 1 years worth of bank statements. Guess they forgot I have done that months prior, and they take it directly out of my bank account, which she refused to look into. So! any help will be appreciated, wspecially if there is any penalty that can be included, besides the website, and social media I 'll be posting this too. Thank you in advance : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX NationStar Mortgage XXXX XXXX XXXX XXXX XXXX, TX XXXX LOAD NUMBER XXXX - LATE WIFES NAME XXXX XXXX. POLICY NUMBER XXXX
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: got sick in 2016 and i have no place to go i am a edley man and it is very cold side
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Nationstar Mortgage have alleged they were transferred servicing of this loan in XX/XX/XXXX. I have vehemently disputed this debt since the alleged transfer and I have not made any payments or agreed to any terms to pay it. In XX/XX/XXXX, I sued Nationstar Mortgage referencing this alleged transferred loan to collect. Nationstar Mortgage will advise status of loan or communicate with me referencing the loan they 're alleging more than {$140000.00} past due. I 'm attaching statments and documents from Nationstar to substantiate my claims.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A