Date Received: 2017-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the time of the loan transfer in XXXX XXXX, I requested to pay the property taxes annually. Many months later it could still not be resolved. This issues has continued as our mortgage was sold from XXXX to Nationstar to Mr. Cooper. On XXXX XXXX, XXXX, a CFPB complaint about payment amounts due to switching onto the annual plan and new company was resolved and I was told that I could switch to paying the property taxes annually. My new escrow payments were based on paying annually. On XXXX XXXX, XXXX I emailed the previous CFPB resolution attachments to Mr. Cooper staff showing that the taxes were paid semi-annually, when they were supposed to be paid annually and that my money was sitting in the escrow account in a surplus. I was told it would be resolved, then told the county said I ca n't switch, told numerous times that I would get a call back and this would be resolved. Every time I have called the county they told me it is illegal for my insurance company to deny my request to pay annually and offered to do conference calls, finally I was told I had an option to go pay the taxes myself and request a surplus check from the mortgage company. I want to be put on the annual property tax payment plan. It should not take 2.5 years of mortgage companies making interest on my funds and refusing/lying about switching my tax payments. I was told that if I paid the {$1000.00} shortage and had a county bill with the annual tax amount, I could be switched to the annual payment. I paid the shortage in XXXX and in XXXX XXXX, I just a refund check for the surplus instead of paying the taxes. I was told that my request was denied by a supervisor on XXXX/XXXX/XXXX.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2017-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were paying the mortgage by phone because there were no branches in the vicinity. There was a {$19.00} dollar phone fee which we never knew about until after six months therefore we were contacted by mail telling us we were behind in our mortgage and late charges and home inspection fees started to mount up. Whenever we tried to call them we were either hung up on or put on hold forever. Furthermore, they told us to apply for a loan modification, not only once but three times. They told us papers were missing, which we sent by certified mail and continued to get the run around. We have paid the mortgage for twenty three years between four different lenders. XXXX XXXX XXXX before transferring our mortgage to Nation Star told us our payments would be lowered and Nation Star never acknowledged it. When we could n't rectify the situation, we stopped paying the mortgage. We are currently going through the foreclosure review process.
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage have alleged they were transferred servicing of a loan that I owed in XXXX 2014. I have filed a lawsuit and voluminous amounts of complaints with Federal and State agencies referencing this debt collection. I have disputed this debt since they 've alleged they were collecting for XXXX XXXX XXXX XXXX. Most recently, I filed CFPB complaints referencing the debt on my XXXX, XXXX, and XXXX reports. As a result, of disputing the loan XXXX for almost three years ; Nationstar Mortgage has deleted this credit line from my the credit repositiories. However, Nationstar Mortgage has continued to send me statements indicating the loan is outstanding in the amount of more then {$140000.00}. Nationstar Mortgage and their attorney, XXXX XXXX and XXXX XXXX XXXX and their attorney, XXXX XXXX XXXX have been lying to the CFPB and the Courts referencing this alleged loan for years. It appears they ca n't synchronize their fraudulent scheme. XXXX XXXX XXXX goes into Court and say one thing and Nationstar Mortgage acts reflects the opposite. XXXX XXXX XXXX XXXX and XXXX XXXX XXXX 's has repeatedly told the Courts they have nothing to do with the loan since they transferred it to Nationstar Mortgage. Notwithstanding, Nationstar Mortgage will not give me any information referencing the loan they claim I owe more than {$140000.00} and have reported the loan has a XXXX balance with the credit bureaus. I am requesting the status of Nationstar Mortgage, ( XXXX XXXX ) loan XXXX as of today they 're allegedly servicing for the XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XXXX/XXXX/XXXX, my mortgage was transferred from XXXX to NATIONSTAR MORTGAGE LLC d/b/a Mr. Cooper. I was working with XXXX to resolve an issue with my escrow account. Since the beginning of my loan with XXXX, my property tax and my hazard insurance was handled through escrow. Effective XXXX/XXXX/XXXX, XXXX approved removal of my hazard insurance from escrow ( reference letter dated XXXX/XXXX/XXXX ). After XXXX/XXXX/XXXX, escrow only handled property taxes and I paid hazard insurance. The following year around XXXX of XXXX, I applied for a loan modification. One of the loan modification prerequisite was I pay a reduced mortgage amount for 5 months known as a trial period. These payments must be paid on time before I receive the loan modification official documents to be accepted, signed and approved. I successfully completed on time all trial period loan payments. The loan modification documents were sent to me for review, approval and signature. If my loan modification is accepted, signed and approved, one of the conditions of the loan modification is the hazard insurance must be re-added back into escrow. Because of this loan modification requirement to re-add hazard insurance to escrow and the increase of my projected monthly mortgage amount, I decided to reject the loan modification. This loan modification would actually make my monthly mortgage worse. Loan modification documents were not approved and signed. Per my XXXX XXXX and single point of contact ( XXXX XXXX XXXX ), everything will fall back to like it was prior to loan modification request. I will resume paying my original mortgage payment prior to the trial period. Also since the loan modification was never signed and approved, my escrow should still be the same. Escrow should continue to handle property tax and I handle hazard insurance. THE PROBLEM IS MY ESCROW ACCOUNT WAS CHANGED. XXXX RE-ADDED HAZARD INSURANCE TO ESCROW. THEY NEVER COMMUNICATED THIS ACTION TO ME. Since the loan modification was rejected and never approved, escrow account should not be touched. PROBLEMS : 1 ) XXXX added the hazard insurance back into my escrow. I need to understand why? Since the loan modification was rejected and never approved, why was this done? There was no communication to me that hazard insurance was being added back. I contacted XXXX several times to get hazard insurance removed. They refused to remove it because it is in there system I was late on monthly payment. This bring me to problem # 2. 2 ) I dont understand why I am in the system as being late on any mortgage payment. Since XXXX took over my mortgage account, all payments including trial period payments were PAID ON TIME. Please reference history of payments. If any payment was late, they would not have sent me official loan modification documents for approval. I need to clearly understand why I am showing late on payment? What need to be done to correct this error in this system and clear my name? Also, if anything was sent to credit bureaus, this need to be cleared up? I was told by the XXXX specialist all my timely payments from trial period payments will update system and bring everything back to current correct status. APPARENTLY THIS DID NOT HAPPEN. 3 ) Hazard insurance was duplicate paid. Because hazard insurance was added back to escrow with no communication to me, the escrow account paid hazard insurance and I also paid hazard insurance. Again, need to understand why hazard insurance was added back to escrow? Escrow should not have been touched ( per XXXX XXXX XXXX XXXX XXXX. I contacted XXXX XXXX about the hazard insurance duplicate payment. They are refunding to me XXXX of the payments. This hazard insurance in escrow need to be resolved ASAP to avoid any future duplicate payments. 4 ) I received annual escrow analysis dated XXXX/XXXX/XXXX. This analysis is next year mortgage payment projections and any escrow shortage or overage. Because of hazard insurance being added back to escrow, this analysis included projections for hazard insurance payments. Again, why was hazard insurance added? What need to be done to clear my name and resolve this? How do I get another CORRECT annual escrow analysis done? This is critical because it affect next year mortgage payments and if there is any shortage or overage. THIS ESCROW PROBLEM WITH HAZARD INSURANCE BEING ADDED HAD FOLLOWING IMPACTS : -- duplicate payments -- unfair and not accurate payment information reflected in systems -- by paying the hazard insurance from escrow, decreased money in escrow account. -- inaccurate and unfair annual escrow analysis was done that impact next year mortgage payment projections and determination of escrow shortage or overage. XXXX was contacted many times to resolve this. I am now with a new mortgage company. Please let me know what need to be done to resolve this? All supporting information is in the system. I contacted my new mortgage company ( Mr Cooper mortgage company ) 3 times. I was told they are still boarding my information from XXXX. The new date is now XXXX/XXXX/XXXX. I need this escrow problem resolved. This give me a XXXX and a half to get this resolved.
Company Response:
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage LLC ( Nationstar ), the alleged servicer on our mortgage account, is illegally pursuing foreclosure against me on XX/XX/XXXX. In addition to committing various state and federal crimes with reference to my home, Nationstar has also violated the basic foreclosure procedure for non-judicial state. I have repeatedly disputed the loan documents, including the promissory note and loan application on which they forged my signature. The allege that my refinance loan me and my husband though we took in XX/XX/XXXXwith XXXX XXXX XXXX XXXX XXXX " XXXX '' ) is currently owned by a XXXX XXXX XXXX XXXX ( " XXXX XXXX '' ) as trustee for XXXX XXXX XXXX. In addition to the fraudulent forged documents that discredit their claim, XXXXXXXX XXXX wrote me denying ownership of the loan and denying any affiliation with Nationstar. Since we closed on our loan on XXXX, we consistently paid our mortgage until my husband lost his job midXX/XX/XXXX We were told that we needed to stop making payments for 90 days in order to qualify for loan modification. We repeatedly attempted to make payments after realizing they had trapped us into being late but the then alleged servicer, XXXX XXXX XXXX ( XXXX ) send back the entire {$16000.00} payment we made. Since then they have attempted two previous times to foreclose on us. First attempt on XX/XX/XXXX was stopped when a lawyer we contacted informed them that the foreclosure was illegal due to no endorsements on the note proving that XXXX XXXX was the owner of the loan. The loan was then transferred to XXXX XXXX XXXX ( " XXXX '' ) and then to current alleged servicer, Nationstar. It was during this time that another fraudulently forged copy of the note was given to us as proof of ownership by XXXX XXXX. Over the years we have written numerous qualified written requests giving details of the forgeries and fraud, which included misappropriation of our first mortgage payment and overstatement of our mortgage balance. Nationstar insists of having their attorney, XXXX XXXX XXXX, illegally move forward with foreclosure proceedings despite the fact that we have submitted two TILA rescissions in defense of foreclosure. Recently, Nationstar lawyer, XXXX, again forged my signature on the note. We knew this because while reviewing the alleged original note, the signature, that is allegedly mine, began to smudge. They provided us no response when we questioned why a signature that was written with a ballpoint pen would smudge/smear after almost 12 years. We therefore filed a forgery complaint ( XXXX ) against Nationstar/XXXX with XXXX XXXX Police Department ( XXXXPD ) and even though XXXXPD has contacted XXXX/Nationstar and the case is under investigation, Nationstar has disregarded the criminal complaint against it and is moving forward with the illegal foreclosure onXX/XX/XXXX. All evidence we have shows that we do not owe XXXXXXXX XXXX, Nationstar of any entity they may represent. The evidence also shows that we were never really in default ( though forced by then servicer ) because the loan documents were forged since alleged inception of the loan. We recently wrote a cease and desist letter requesting accounting documents to validate their claim of debt and ownership but we got no response. Nationstar and XXXX has breached and violated numerous state and federal laws relative to this matter and the illegal foreclosures. They should not be allowed to foreclose on our home using fraudulent documents ( two different notes - one which contains forged borrower signature and forged endorsements, fake/forged loan application and fraudulent deed of trust/assignment of deed of trust ). We need help immediately to stop the foreclosure. We are not trying to get a free house but neither should Nationstar under the disguise of representing XXXX XXXX. This would not be a free home for us because in 7 years we invested more than {$260000.00} in mortgage payments on our home ( down payment of {$42000.00} ). This is also not a free home because both my husbands and me excellent credit has been destroyed by the Nationstars illegal collection activity on a loan they do not own and is not owned by XXXX XXXX. This is also not a free home because since they destroyed my credit, I was could not find a job for more than four years due to bad credit. I also currently risk losing my job as a cyber security analyst because I was forced to file bankruptcy due to their fraudulent claims of ownership of my home. Like thousands of others preyed upon by these thieving entities, we simply want CFPB to investigate this matter to determine the true lender of the alleged loan taken on our home, if any. Please help us now so that our children do not lose the only home they know. Thanks!
Company Response:
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I FILED CHAPTER XXXX BANKRUPTCY ON XXXX XXXX, 2017, CASE NO. XXXX AND NATIONSTAR FILED TO ADHERE TO COLLECTING ON SAID DEBT, AND KEEPS REPORTING INACCURATE DATA TO ALL BUREUS AND STILL IN NOT REPORTING TO XXXX.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After the XXXX of my father in XX/XX/XXXX, my mother became delinquent on her mortgage. My fianc and I later decided to move into the premises to assist my mother with the mortgage payments. Recently ( XX/XX/XXXX ), we began the filings for a loan modification ; now that life and legalities ( probate court ) have settled. As part of the loan modification application, XXXX XXXX ( the mortgage servicer ) wrongfully made us aware that a Quitclaim Deed would be necessary to consider both my fianc as additional income for the loan modification. From XX/XX/XXXX to XX/XX/XXXX, we were denied four-times for a loan modification due to " Ineligible Borrower '' because Mr. Cooper told us to have my mother quitclaim deed the property to my fianc and I. More recently, we appealed our most recent denial. Mr. Cooper came back with the response that they were sorry for providing us with wrong information about the Quitclaim Deed, but ultimately our mortgage is not eligible for a loan modification due to " Insufficient Payment Reduction ''. We asked why " Insufficient Payment Reduction '' was a reason, and they told us it is because of " Investor Guidelines ''. Thus, we asked for the investor guidelines that they were referring to. And, we were told that Investor Guidelines are " proprietary '', and they could not disclose that information to us. Yet, after looking at the calculations that result in " insufficient payment reduction '', we found there is no extension of the current amortization schedule. How do they expect two ( 2 ) years of a delinquent mortgage to be paid with no term extension? That is just crazy. We are wondering if we could ivnvetigage the " investor guidelines '' that are preventing us from a loan modification. Mr. Cooper delayed the process by telling us wrong information in regards to the Quitclaim Deed, and is now delaying the process further by not willing to work with us.
Company Response:
State: MA
Zip: 01605
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice of service transfer from XXXX in XXXX stating my mortgage was transferring to Mr . Cooper. ( FKA Nationstar ). On XXXX XXXX, XXXX I received an overnight letter from XXXX explaining that my loan was removed from the transfer and i would be remaining at XXXX. I have an ACH set up on this account, and it drafted my monthly payment as expected on the XXXX. I received an email from Mr Cooper on XXXX/XXXX/XXXX stating that my loan was now being serviced by them and that my ACH would automatically transfer to them and they would remove my payment from my bank account. I called Mr Cooper to confirm who was servicing my loan and make sure two payments would not withdrawal from my account. The associate stated she could not help me because all of my information had not been received into their systems yet, but she confirmed that they do service my loan and she was not sure why XXXX sent me the retraction letter. I asked her to escalate this as i had serious concerns - 1 with their ability to auto withdrawal from my account without my express written consent, and 2 that i needed to ensure my loan was only with one company. She said since my loan was still being set up there was no one that could help me. she then proceeded to explain that Mr Cooper is in the process of boarding XXXX loans and they are getting a lot of calls so they could n't help me for another 6 days. I asked again if there was really no one that i could escalate too as this may be affecting more customers than me. She said they 've received several complaint calls about paid in full customers that should n't transfer, but not about my situation. I again asked who i should call, I suggested XXXX and she agreed I should call them. I did call XXXX tonight and spoke with XXXX, who was extremely helpful, confirmed my account was supposed to stay with citi and the retraction letter was legit. He attempted to conference Mr. Cooper in on the line with me to get the issue resolved, but the IVR stated they closed at XXXX CST today. It was a few minutes BEFORE XXXX CST when the call attempt was made. What kind of customer service is this? I work, i do n't have time during the day to call and resolve the inadequacies of a mortgage servicer like Mr Cooper. I will now need to call tomorrow and hope I can get through to them.
Company Response:
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: MY HOME IS BEING FORECLOSURE WITH A FRAUDULENT ASSIGNMENT THAT IS CLEARLY DEFINED AS A ROBO SIGNED DOCUMENT. FRAUD CAN NOT BE THE BASICS OF OBTAIN A DEED THE CUT OFF DATED OF THE ALLEGED LISTED IN THE POOLING AND SERVICING AGREEMENT FILED WITHIN THE UNITED STATED SECURITIES EXCHANGE.STATES THAT ALL MORTGAGES HAD TO BE CONVEYED PRIOR TO THE CUT OF DATE IN SECTION 201 I ALSO REVOKED THE POWER OF ATTY THEY ARE USING TO FORECLOSE ON MY HOME I HAVE ASKED FOR A MODIFICATION, AND THEY HAS REFUSED
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Despite the fact that I have been fully insured and faxed all insurance proof ( flood & HOA ) on XXXX2017, the company " XXXX XXXX '' formerly known as " Nationstar Mortgage '' has purchased a {$1700.00} insurance on my behalf. As a result of that, they have increased my Escrow Projection and incorrectly adjusted my monthly payments from {$2900.00} to {$3100.00}.XX/XX/XXXX payment has already been processed with the wrong amount. I have tried to contact them via website and telephone multiple times with no success.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A