Date Received: 2017-11-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received a payment demand from " Mr. Cooper '' aka Nationstar. I contacted the company and explained to them a mistake had been made by the company. The major issue is I do not have a loan from them now, nor in the past. I further explained that I do not own the property they claim I own. They have ignored the mistake and continue to send certified and regular mailing to me and my wife demanding monies. I am not sure why they have not simply checked with County Auditor to verify the home ownership. In my opinion this appears to be a scam.
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My foreclosure began in XX/XX/XXXX when my servicer was XXXX XXXX XXXX ( an arm of XXXX XXXX ). They mishandled paperwork through FOUR failed modification attempts. During the second of these attempts, they filed a lis pendens with the court. They claim my husband was served. He and I are both on the mortgage. I was never served. Neither was he. But because they have an Affidavit of Service, the judge has continued to side with the bank. And because I was unaware of the action, I never responded. A few months later, during my THIRD ATTEMPT AT A MODIFICATION, there was a settlement conference scheduled. I did n't know what it was about because I was unaware of the foreclosure, so I called XXXX and asked them what I should do. They told me to disregard the notice. So now the courts see me as someone who does n't care about my home. But I do!!! In XX/XX/XXXX of this year I submitted a short payoff offer of $ XXXX to the bank. They rejected it. On XX/XX/XXXX I submitted a modification application to them. They denied it. They said that because I 'm over 100 payments behind they ca n't help me, and that the only way I can save my home is by making the mortgage current ... to the tune of $ XXXX. They wo n't eradicate the interest and let me start from scratch. They can put those payments on the back end, let me pay back taxes and insurance, and let me start again. But they wo n't. They would rather put a mother on the street with her children than work with me. It 's disgraceful. I have contacted all of my elected officials as well as news outlets and the Attorney General about this. Now I am contacting you.
Company Response:
State: NY
Zip: 11572
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: History of Account XXXX My wife and I opened this Home Equity Line of Credit on XX/XX/XXXX. We agreed to pay the following payment option as noted in my Home Equity Line of Credit Agreement ( Promissory Note ) : I must pay at least the Minimum Payment on each of my Monthly Statements. Since XX/XX/XXXX I have paid the Minimum payment upon the arrival of each monthly statement. XXXX XXXX was the originator of the loan. XXXX bought the loan from XXXX XXXX. We paid XXXX until we were notified that it was sold to Nationstar. Nationstar recently changed their name to Mr. Cooper. I have evidence of all the payments I have made back to the origination of this loan as evidence by my bank statements and the checks that Mr. Cooper has returned to me ( 2 in total as of XX/XX/XXXX ). I disagree that I have every missed a payment because of the checking account statements that I have that show I made each payment. Communication History Communication with Nationstar now known as Mr. Cooper : XX/XX/XXXX at XXXX XXXX I contacted Mr. Cooper ( Nationstar ) and spoke with XXXX. She stated my account was past due for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I explained that I have made the accurate mortgage payment since the inception of this loan in XX/XX/XXXX. She did not inform me at that time that the XX/XX/XXXX payment was in a Suspense Account. She stated that she was not sure why the XX/XX/XXXX payment was returned and that all I needed to do was to remit another check that covered XX/XX/XXXX and XX/XX/XXXX payment. I wrote that check in the amount of {$1200.00} on XX/XX/XXXX and mailed it. That check was also returned. XX/XX/XXXX at XXXX XXXX I contacted Mr. Cooper ( Nationstar ) and spoke with XXXX to find out why they had returned my check. After an hour of being on hold, XXXX came back on the phone and explained that he had been reviewing my account the entire time and could not find where I had missed a payment. He asked me to call back the next day after his supervisor had an opportunity to look at the account history with him. At this point, I had submitted 4 payments that were yet to be applied to the balance ( 2 in suspense and 2 returned, which are still sitting in my checking account because the entity returned the check ) even though all I knew about were the 2 returned. XX/XX/XXXX at XXXX XXXX I called back to find out if XXXX boss had completed the review. I spoke with XXXX who stated that she could not help me, but that XXXX had put notes in the file and would have to call me back. I never received this call from XXXX, his Supervisor, nor XXXX. XX/XX/XXXX at XXXX XXXX because I had not heard from anyone, I called back and spoke with XXXX ( whose nickname is XXXX ). XXXX stated that everything had been verified and all I need to do was re-submit the XX/XX/XXXX and XX/XX/XXXX payment amount of {$1200.00}. The next day, I wrote a check and overnighted it to Mr. Cooper ( Nationstar ). I required a receipt signature. The receipt evidences that the check was received on XX/XX/XXXX at XXXX XXXX by XXXX XXXX. XX/XX/XXXX at XXXX XXXX I called back to make sure that the check had been applied to the account and that my account was now current. I spoke with XXXX ; she stated that the account was current, and that I needed to just make XX/XX/XXXX payment. XX/XX/XXXX at XXXX XXXX I received a text from Mr. Cooper ( Nationstar ). Account Alert. Please call us at XXXX. We are a debt collector*. XX/XX/XXXX at XXXX XXXX I called Mr. Cooper ( Nationstar ) and spoke with XXXX. She told me I was behind in my mortgage payments and that they were holding a payment in suspense. This is the first time that I was told that XX/XX/XXXX and XX/XX/XXXX payment that had not been applied to my account and that they were sitting in a suspense account. On XX/XX/XXXX Mr. Cooper had 4 full payments ( 2 in suspense ) and ( 2 in the check that they had ). They are refusing to credit these amounts to the account. XXXX was very rude, so I asked to speak with her Supervisor. She stated that she was the Supervisor, and that there was no one above her. When I asked if I could speak with XXXX supervisor that reviewed my file, she stated that no one in that department speaks with any customers. I have made every payment that I was asked to make, and I did not understand why they were not applying the payments to my account when they were received because they refused to show me that I owed any additional funds. She also never stated that the payments were behind due to any late payments or late charges. XX/XX/XXXX at XXXX XXXX I called back and spoke with XXXX. XXXX told me that the reason that my loan had gone into default was because it was a balloon loan that came due in XX/XX/XXXX. I explained that my loan was not a balloon loan because I had a copy of the Note to prove it. The Note states, I will then be required to pay this entire balance in a single Balloon Payment on N/A. That is why I knew that my obligation was not a balloon payment. I asked him to provide evidence that my mortgage was a Balloon loan in email. When I received the email, I could not open it to view the document. However, I have a copy of my Note and it shows that my loan is not a Balloon loan. I did try and open the email, but the following error was initiated. Incorrect email/or password. After 3 unsuccessful attempts, the account will be locked. Try to reset password your account has been temporarily locked for 30 minutes. When I tried to reset my password, it gave me the same message. XX/XX/XXXX I submitted a Qualified Written Request to Mr. Cooper ( Nationstar ) to try and resolve this matter that explained the payment history and the communication history on my loan. This request asked them to review the entirety of their records to give me evidence of which payment was not made so that I could forthwith pay the amount due. XX/XX/XXXX I reached out to a friend to see if they had any ideas of how else I could resolve this matter. They suggested that I contact the CFPB with my evidence to request assistance in getting Mr. Cooper ( Nationstar ) to prove that I owe them a payment, and which payment it is so that I can check my records to validate the payment was not cashed. XX/XX/XXXX XXXX called me at XXXX XXXX, and I explained that I need to get the matter resolved. She stated that my account was showing that there was a balloon payment. When I stated that my Note showed there was not a balloon payment, she stated that it would take her 10 days to review my account. At this point Mr. Cooper ( Nationstar ) has tried to resolve this matter since XX/XX/XXXX ( 46 days ). It has been 46 days and they have yet to provide any evidence that my loan is a Balloon loan or that any payments have been missed. Lastly, I would like to say that I have sent my payment on almost every occasion ( monthly ) on or before the XXXX of each month-I drop my payment at the Post Office each time I send it and have for years. For some reason unbeknownst to me the payments are not being applied for approximately 10 days. I find it difficult to believe that it takes 10 days for the mail to reach Texas from Virginia. I am not responsible for them letting the payment sit in their processing facility for several days. At no time have they ever provided me with a letter requesting an extension to resolve the matter, evidence of a missed payment, or evidence of a Balloon loan.
Company Response:
State: VA
Zip: 23237
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage sent me mortgage statements in XX/XX/XXXX indicating past due balances of more than {$140000.00}, however, Nationstar has deleted the credit line from my credit report. OnXX/XX/XXXX, XXXX XXXX 's associate, XXXX called me to inquire if I had an HOA and to verify if it my telephone number was a cell number and if it was ok to contact me on that number. Nationstar Mortgage generally refers me to their counsel, XXXX XXXX, to inquire about the status of this alleged account. Nationstar or their counsel will not talk with me referencing this account or advise status. I have vehemently disputed this account since XX/XX/XXXX, I have not made any payments or agreed to make any payments. N
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX, XXXX On XXXX XXXX, XXXX, I received a response from NationStar Mortgage XXXX XXXX XXXX # XXXX. After further review with XXXX XXXX, we were advised that the account was settled in full on XXXX XXXX, XXXX, and that the credit report will be updated in XXXX XXXX. Upon information and belief, this meant the account would reflect account settled in full. The account today XXXX/XXXX/XXXX reads settled in full for less than the total balance. This is the second time I was advised the account would report to the credit bureau as settled in full. The first time was on XXXX/XXXX/XXXX XXXX XXXX writes These payments will be posted to your account and will be accepted on the above balance as settled in full, with no future liability to you once completed. '' See enclosed document. The words used XXXX XXXX in their documents difficult for some consumers like me to understand. For example, the word settled for me mean the account is to be settled in full. with no future liability to you once completed said that paying a settlement amount would have no adverse effect on ones credit history. I was misled to believe having a settlement would have no adverse effect on my credit. It is important to note from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX I made payments every month. The simple words settled in full and the words added to the end of the sentence for less than the full balance '' to be a ray of sunshine for most consumers. Most consumers this would be followed by a conversation with XXXX what those words meant and allow for the consumer to make an informed decision as to how to proceed most welcoming. XXXX written words need to be explicit. The words " for less than the full balance in all necessary documents. The cost to the consumer for XXXX XXXX not to be forthcoming to be a seven-year- thunderstorm over the consumers head painfully. I would like XXXX XXXX Nationstar Mr. Cooper to update my credit as agreed on XXXX XXXX, XXXX, letter to say the account was settled in full. Kindest Regards,
Company Response:
State: NY
Zip: 11741
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Complaint to ConsumerFinance.gov is that a Human being needs to Read my previous complaints from 2 years ago. I 've referenced the Complain Numbers below. Bascially in the first Complaint about NationStar, this XXXX XXXX XXXX has done nothing to help myself and my family. Again this originated in XXXX, it is now XXXX. What i described below is Morally and Legally wrong on all Fronts. You folks take pride in Reporting, and susposedly Resolving Consumer Issues, but for me and my family we have suffered. It is not right that I can not obtain any Mortgage of any sort due to my DTI ( Debt to Income ) Ratio being at 95 % due to a Home I do not live in, but is still reported on my Credit Reports as if I do and make use of. I am no longer on the Deed of the home below, so have no say so. My X-wife is basically ignoring my requests for her to sell the home or refinance it. My new Wife and Family ca n't enjoy the comforts and pride of home ownership due to my name being on my X-Wife 's Mortgage Note. I 've re-married in XXXX .... This is a sad time in our lives and as a country to see this unfairness and lack of justice for over 7 years now. The Government sould Force NationStar Mortgage, and now comically known as Mr. Cooper Mortgage, to remove my Name from all Credit Reports as it relates to Nation Star. Lawyers say they ca n't help me. Perhaps someone in this Sea of Information will see a faint battered Red Flag my Family and I are holding up in need of help ... My Contact Info is Below again for Reference ... : ( and yes i 'm still in an Apartment ... ) XXXX XXXX XXXX XXXX XXXX XXXX Apt XXXX XXXX XXXX, FL XXXX XXXX ( to NationStar ) XXXX ( to CFPB ) Hello, This Complaint is in reference to NationStar Mortgage in Texas and XXXX Loans { bought by NationStar }. I am stuck in a Financial Situation where I can not move forward with obtaining any type of Mortgage because by Debt Ratio is 97 % against a Property I no longer own or Reside in, but my X-Wfie still resides in. Because of a Court Ordered Decision Involving a Divorce Settlement in XXXX, I was forced to sign a Pro-Quit Claim Deed assigning ownership to my X-Wife. I insisted that since we could not refinance the property { 3 prior attempts }, that my name would not be removed from the Mortgage at that time XXXX Mortgage. My X-wife mentioned to the Judge that a Loan Modification could be performed so she could make affordable payments to stay in the Home. The only Issue I had with that is even if the mortgage was modified to a lower payment, my name would not be removed from the Mortgage. Well, the Divorce proceeded, and after months of paying my x-Wife additional court order spousal support to maintain payments on the home until the payments were modified ( 10 months later ... ). But when i went to check a few months after it was modified, my name was still on the Mortgage. I called XXXX, and they said the mortgage was bought by NationStar. Then NationStar sent me a letter after I inquired about it, that they could not remove my name from the Mortgage unless i refinanced the Loan. I explained to them I no longer have ownership of the Home, due to the quit-claim-deed. This time frame was midXXXX. After a few years of hoping my x-Wife would be reasonable and refinance the home under her own name, there still exists the same result as back in XXXX. She is either unwilling or unable to refinance the home, her payments are affordable but my name is still on the Mortgage. I have struggled financially since XXXX, unable to buy a decent Car, and unable to get approved for any type of Mortgage because my debt ratio is 97 %. The difference now is that in XXXX I got married and have a larger family. I believe this is Legally and Morally unfair to me and my new Family as I can not provide for them any type of Home, due to a mortgage that is sitting on my Credit Reports at 97 %, and again a property I do not own according to the County Reporters office, but only on NationStar Mortgage 's books. I have made multiple attemps this year with NationStar Mortgage, with Phone Calls and Emails, but unable to speak to a True Manager there. This situation is Fincially hopeless, unless my name is Removed from NationStar 's mortgage. I can then move on with my Life Financially for my new Family. Consumer disputed date and time XXXX/XXXX/XXXX XXXX ET Consumer response The Company { NationStar } did NOT address my Issue. The Original Mortgage was held by XXXX XXXX, but bought by NationStar. Again, this Financial Situation is Legally and Morally unfair. The Divorce Court insisted I sign over all rights to the Property/House over to my X-Wife back in XXXX of XXXX via the pro-quit Claim Deed Document. The Attached Divorce Papers contain the Court Case Number, where Transcripts can be heard or reviewed if CFPB pursues this. My x-Wife and myself were living in seperate residencies since XXXX XXXX. I specifically mentioned to the Judge that I did not want to sign the pro-quit claim deed, because at that time the House could not be refinanced, due to Negative Equity. And serveral attempts prior to the Divorce we were denied refinancing. With these facts in hand, i did not care to sign over the house. But my x-Wife, her Lawyer Insisted to the Judge through Direct Testimony, that XXXX XXXX at that time would Indeed Remove my name from the Mortgage after the Loan Modification took place after a few months. They Insisted to the Judge that in order to begin Processing the Loan Modification XXXX XXXX Required a Hardship Condition { the Final Divorce Decree } AND ALSO THE PRO-QUIT CLAIM DEED to be signed. The Judge listened to my concerns and made a comment similar to ... { XXXX XXXX, if the Mortgage Company said this is all they require, the Divorce Decree and the pro-quit Claim-Deed to reduce the Mortgage Payments and REMOVE your Name from the Motgage itself, well you should jump on that opportunity " like white on Rice ''. } I continued to Insist it would n't work and that my name would be stuck on the Mortgage. The Judge listened to my concern and ordered me to sign the pro-quit Claim Deed over to my x-wfie based on what I mentiioned in the brackets above. As a result { 10 months later, and after having to pay my x-wife {$500.00} additional spousal support each month in order for her to stay in the home }, the loan was modified to a lower payment so my x-wife could afford it. But XXXX XXXX and NationStar has not removed my name from the Mortgage, something I was expecting shortly after the Loan Modification. I signed the pro-quit claim deed, 1st beause I was ordered to do so, and 2nd because after great concern, was told my name would In fact be removed from the mortgage, with my x-Wife 's and her Lawyers Testimony that in fact would happen. The Court Transcripts will indeed prove these statements did in fact occur. I have read online that a pro-quit claim deed could be cancelled or reversed only certain conditions and one of them being your were lied to or coerced into signing it. I believe CFPB should Investigage this coercion. I feel i have been duped Legally, Morally and Financially with my Credit/Debt Ratio now being at 97 % since XXXX. As I mentioned in the initial Dispute to CFPB, i have married in XXXX, have a Family of 6 including myself, and my two Boys that visit twice a month. My Current Wife is a Full Time Student and is not Employed. I am the only member of my Family with Income, but I can not even apply for any type of Mortgage Loan to provide for my Family. The Mortgage Company XXXX XXXX should not have processed the Loan Modification without removing my name from the Mortgage. If i would have known this would have taken place, I would not have signed the pro-quit claim deed at all. CFPB should Investigate this as well. Again I can not apply for any type of mortgage for serveral years now. My x-Wife is either unwiling, or financially unable to put a 20 % down payment on a refinance plan to put the mortgage only in her name. Meanwhile, everyday she stays in the home, myself and my family can not move into a House myself. Legally this should never have taken place. Please Provide any Assistance as i can not move forward Financially to obtain a Mortgage again.
Company Response:
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my mortgage with XXXX Mortgage ( since XXXX ). While with them, I had my mortgage recast twice at no extra cost. They have now transferred my mortgage to Nationstar Mortgage or Mr. Cooper. I learned today ( XXXX/XXXX/XXXX ) Mr. Cooper charges {$270.00} to recast in my state. I reached out to XXXX. They said that Cooper can charge whatever they want. I said that 's ridiculous. Who the heck would contract with something called Mr. Cooper for a mortgage anyway? Ca n't believe companies can just transfer loans and then those new companies can then charge new or increase fees for same services ... scary!
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in contact with mr cooper going through a re modification I was notified XXXX via mail my modification was missing 2 documents that were due by XXXX I emailed them the morning of XXXX and got confirmation the modification dept received my documents. Later that night I was notified by a " house flipper '' not mr cooper my house was being auctioned off the next day!! Even after mr cooper acknowledged receiving my documents they attempted to auction my house without any notices sent to me my documents are not even due till XXXXi am a mother of XXXX full time employment and was told to file for remodification by Mr. Cooper 's upper management and in return they try to auction off my house without giving me the chance of my read modification to go through to be excepted or denied and did not notify me of anything in anyway shape or form and told me this morning that even though I am in we modification that they can still auction off my house which is not legal in the state of Michigan my home did not sell in the auction today and with the mis representation of mr cooper and lieng to me I have retained legal counsel today for arbitration all I want is to remodify my mortgage and continue paying on my home like I have the past 7 years
Company Response:
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed for a modification they set me paper saying I was missing a few papers! They said papers were due by XX/XX/XXXX. I set them on XX/XX/XXXX I find out late on the XXXX they are selling my house from underneath me on the XXXX! No notifications no nothing of a sale date! How can they send papers with the XXXX date on it and the sell my house on the XXXX! This is not right!
Company Response:
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a notice from Mr. Cooper, who had taken over my mortgage loan # XXXX from Nationstar that I owed an escrow balance of {$2500.00}. Upon calling, ( and being switched to numerous agents ), I was told that this was due to homeowners insurance escrow. I have never paid my homeowners through my mortgage. I was told they had 30 days to research this. I just received a letter, datedXX/XX/XXXX, stating " as per my refinance on XX/XX/XXXX with XXXX, the insurance is automatically added when a refinance is done. That may have been but it was quickly removed. When Nationstar took over the mortgage, they added it and once I called, they removed it. Now I have spoken to numerous agents who misdirected my call, gave me a wrong # XXXX and hung up on me. I tried again today and spoke with, XXXX, XXXX, XXXX and finally supervisor, XXXX # XXXX XXXX, who informed me that before they can remove the homeowners, which was not there when they took over, I have to pay them what they are saying is in arrears. I have spoken with XXXX at my homeowners insurance co. and they are currently paid in full until XX/XX/XXXX. This is a travesty. Does the consumer no longer have any rights in the banking world. Why should I need to come up with over {$2000.00} for a mistake that they made? Is it the law that banks can buy your mortgage and revert back to an error and the consumer has to pay for it? Please help me.
Company Response:
State: NJ
Zip: 07054
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A