Date Received: 2017-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX informed me on XXXX/XXXX/XXXX that my mortgage with them effective XXXX/XXXX/XXXX will be transferred to Nationstar Mortgage XXXX XXXX XXXX known as Mr.Cooper. ) I already had a payment setup with XXXX to pay my mortgage which had a due date of XXXX/XXXX/XXXX. XXXX cancelled my payment to them on XXXX/XXXX/XXXX, they claim its because on XXXX/XXXX/XXXX they will no longer own the account. This meant that today XXXX/XXXX/XXXX I have a payment due to the new issuer Nationstar. Today I received an email from them welcoming me and pointing me to their website. When I went to their website ( either via the link provided or through searching for it on the internet ) the website seems to either be non-existent or severely broken. Below is 100 % of the text on their website at XXXX : 502 - Web server received an invalid response while acting as a gateway or proxy server. There is a problem with the page you are looking for, and it can not be displayed. When the Web server ( while acting as a gateway or proxy ) contacted the upstream content server, it received an invalid response from the content server. I 've never been late on my mortgage and in fact pay double payments. I can not get anyone on the phone or connected through their website to make a payment. Furthermore I believe its highly inappropriate that XXXX cancelled my payment which was due today on XXXX/XXXX/XXXX which has put me in this frantic mess.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im filing a complaint regarding the matter of escrow distortion and multiple accounting errors, which have forced my account into a delinquent status for more than 1 year. These issues have caused damage to my XXXX major credit reports ; have increased interest rates to all of my credit cards and initiated reductions to all of my lines of credit, as well as overall trade line scores, all which are contributing factors and violations to the Fair Credit Reporting Act XXXX FCRA XXXX as a consumer. Said Act compels Nationstar/Mr. XXXX XXXX XXXX ) and connected third party vendors to insure the information they gather and distribute is a fair and accurate summary of a consumer 's credit history. My issues started shortly after the loan servicing transferred from XXXX XXXX to XXXX on XXXX XXXX, XXXX. According to a phone discussion with XXXX agent XXXX ( Ext. XXXX XXXX on XXXX XXXX, XXXX, there was a force-placed insurance policy which was added to the account. The exorbitant costs associated with flood insurance dramatically increased the loan escrow, causing extreme payment shock in relation to my monthly payments which increased from {$690.00} to {$1100.00}, virtually overnight with no warning. In fact, my loan amounts would go on to change five ( 5 ) times before finally settling at its present amount of {$670.00}. I was not notified in advance of any of these dramatic changes nor was I sent anything in writing with an explanation as to why. This is in direct violation of the Real Estate Settlement Procedures Act ( RESPA ) and the Fair Debt Collection Practices Act ( FDCPA ), as well as a multitude of statues under the revised Dodd-Frank Act of 2009, Pub.L. 111203, H.R. 4173. The fact of the matter is, prior to NSM imposing the forced-place policy against our mortgage account, we emphatically rejected the assumption made by XXXX, which suggested that we needed flood insurance to begin with. Its also a fact that we provided written documentation from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX on multiple occasions that outlined the upgraded levy sanctions and protected geographical locations of our home in its respective parish. XXXX neglected to verify my explanation and documentation which provided reasoning as to why my mortgage loan was not within a flood zone. However, XXXX still proceeded conspired to force my loan into default. NSM ignored XXXX documentation, and our family has been harmed financially as a result of an unwarranted flood protection policy against our loan. The purpose of XXXX attempting to force my loan into default is a XXXX part response : A. XXXX receives commission kickbacks from these High Premium Force-placed Polices. When XXXX is able to force polices onto consumer loans with no challenge, their profits increase greatly based on the number of homeowners that fail to object to these increases and simply pay the demands or face default on the loan. B. Any loan which is government sponsored allows XXXX to add in additional foreclosure junk fees such as for property inspections, broker price opinion BPO reports, late charges, home evaluation reports, and the list goes on. Once these fees are imposed against the account, XXXX can foreclose and file a claim with the Federal government to pay off the defaulted loan along with all of the illegitimate fees placed against the account during the foreclosure processes. These acts of treachery are duplicated by NSM and mortgage servicers of the same kind hundreds of thousands of times a day. XXXX is required to make full disclosure escrow adjustments and anytime the loan has been transferred from a previous servicer. Escrow abuse is a violation of RESPA 12 U.S. Code 2605 section ( B ) refund to the consumer all force-placed insurance premiums paid by the borrower during any period during which the borrowers insurance coverage and the force-placed insurance coverage were each in effect, and any related fees charged to the consumers account with respect to the force-placed insurance during such period. Section ( m ) Limitations on force-placed insurance charges ) - Servicing of Mortgage Loans and Administration of Escrow Accounts and Basic Principles of the Fair Debt Collection Practices Act ( FDCPA ) in general. From the dates of XXXX XXXX, XXXX until XXXX XXXX, XXXX, our loan was negatively impacted with several payment adjustments, with payments fluctuating from {$690.00} to {$1100.00} to {$1000.00} onto {$810.00} to {$700.00} and finally to {$670.00}. At one point in XXXX of XXXX XXXX, began to place our payments into an unapplied suspense account, which made it appear that we had refused payment, when in actuality payments were being withheld from posting to our account with no explanation. This distortion ultimately led to XXXX demanding a large payment in the amount of {$2600.00}, otherwise our loan would be foreclosed upon. XXXX See Exhibit B ) The amount of {$2600.00} which XXXX was demanding required that payment be made by XXXX XXXX, XXXX, which implies that considering payments are due on the 1st of each month ; the demand amount would bring current the months from which XXXX is claiming to be delinquent from XXXX until XXXX of XXXX. Although our family paid {$2600.00}, on XXXX XXXX, XXXX, to my knowledge XXXX also had monies in suspense of at least {$690.00}. Meaning that XXXX, had collected more than enough money on order to bring my account current to XXXX of XXXX. XXXX XXXX Exhibit C ) At this point, our loan is still showing delinquent for the month of XXXX XXXX, according to XXXX staff and agents. Please also note that the amount that I paid in XXXX XXXX of {$2600.00}, does not reflect as such on my payment history. XXXX See Exhibit A ). Currently, XXXX staff and agents claim that my loan carries a rolling XXXX delinquency from XXXX of XXXX ; as a result of their own negligence and misapplication of payment. I was also given false information by an agent of XXXX, by the name of XXXX XXXX XXXX XXXX. XXXX ). XXXX XXXX advised that no payment history could be sent out on my account. She claimed to have spoken with NSMs area XXXX XXXX named XXXX XXXX. XXXX XXXX advised agent XXXX to say that no payment history could be sent out because my loan was in litigation. XXXX XXXX then refused to allow me a copy of my payment history after fabricating a story as to why she could not honor my requests on XXXX XXXX, XXXX. XXXX XXXX has violated the FDCPA, by giving me false information in connection with the collection efforts of my consumer account ; also falsifying claims of specific legal action to exist on my account in the form of litigation nature, which also was later verified as untrue by XXXX Supervisor XXXX XXXX on XXXX XXXX, XXXX XXXX via a separate phone call ). It was also made known as of XXXX XXXX, XXXX while speaking with XXXX agent XXXX XXXX XXXX. XXXX ), that although I had paid more than 20 % of my loan balance down, I was still being charged Premium Mortgage Insurance ( PMI ), which is a violation to HUD/FHA ; in spite of the fact that my government insured loan requires PMI to be stopped after 20 % of the loan has been paid down. Any legal expert would consider this action to be fraudulent and deception to over collect committing fraud against the United States Government. Further, XXXX received from me, via fax, a XXXX Written Request ( QWR ) on XXXX XXXX, XXXX. To date, XXXX has failed to respond with an acknowledgment letter, nor did they submit the documentation being requested within 30 days as outlined within RESPA and Dodd-Frank, which is also a violation. In addition, it is also my consensus that XXXX, has illegally charged me for over-the-phone payments ( phone pay fees ), which is in violation of Sections XXXX and XXXX of the Dodd-Frank Wall Street Reform and Consumer Protection Acts ( Dodd-Frank Act ) prohibition on engaging in unfair, deceptive, or abusive acts or practices ( collectively, UDAAPs ). This Bulletin also provides guidance to debt XXXX about compliance with the Fair Debt Collection Practices Act ( FDCPA ) when assessing phone pay fees. These types of deceptive mortgage servicing practices are frowned upon as a whole with public opinion and industry standards, as these acts ignore basic mortgage consumer protections and reporting rights to an extreme level. Worst of all, this abuse lacks moral fortitude and shear consumer decency in every fiber or aspect of the relationship between homeowner and mortgage servicer. XXXX has an obligation to provide accurate and fair service for hundreds of thousands of mortgage loans nationwide, and they have failed me ever since my loan was transferred to them in XXXX. Unless this negligence is corrected immediately, I will be forced to file a civil litigation case of my own against XXXX and its agents for conspiracy and lender abuse. I implore XXXX and its agents to correct my account balance, complete a full comprehensive audit of my account for errors, correct the errors on my credit reporting and accounting for the duration of my loan, and correct misreporting as a result of XXXX negligence of reporting delinquent ( when it was in fact not delinquent ). I also implore XXXX to refund monies that Ive paid into PMI, past the demarcation point of my loan having been paid down by 20 % of its balance. Thank you
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX my home that has a mortage with Mr. Cooper Mortgage company was damaged during Hurricaine Irma. My home is located in an area that has been designated as a major diaster area. My loss to my home is not covered by insurance and Fema denied help as I do have insurance, even though the damage was not covered by insurance. On XXXX XXXX, XXXX I call my Mortgage Company ( Mr. Cooper ) and asked if they offered any type of foreberance for victims of a national diaster. I spoke to XXXX XXXX, and she advised me that they did offer a plan where she could suspend my mortgage payment for 3 months, and that it would not reflect on my credit and that the payments would be added on to the end of the loan, without any penalty or added interest. Today I received in the mail a letter stating that this is not true, that the option to add the payments to the end of loan was not an option. I based my decision to temporarily stop paying my mortgage for 3 months on what I was told by XXXX XXXX. What help is a forebearance if the money is due at the end of the 3 months. I feel XXXX XXXX an employee of Mr. Cooper gave me fraudulent information that has caused me to now come up with the missed payments or could face foreclosure. I called Mr. Cooper today and spoke to another young lady who had no definite answer to what will happen in 3 months, she said they could forgive, add it to the end or ask for payment in full. I then spoke to a supervisor who told me that my only option was to pay the missed payments at the end of 3 months. I believe I was fraudulently misled and now I can possibly lose my home to foreclosure if I ca n't come up with the missed payments, that I was told would be added to the end of the loan. This is not truth in lending.
Company Response:
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a first mortgage with Mr. Cooper ( formerly Nationstar Mortgage ). For all ofXX/XX/XXXX my monthly payment was {$1700.00}. I was recently informed that my payment would increase to {$2100.00}, effective immediately. When I spoke to a Mr. Cooper representative, I was told that the escrow had increased due to an insurance increase. But my insurance premium ( with XXXX XXXX ) has not changed from XX/XX/XXXX. I was also told that there was an escrow shortage forXX/XX/XXXXand XX/XX/XXXXwhich I was then paying down monthly. They could not explain why the shortage ( 2 years in a row ) occurred, since they are supposed to determine the escrow payment to not create a shortage. In addition to this latest increase, I have been trying to get any paperwork, like a mortgage agreement, from Mr. Cooper, but all they could provide me with was the original loan documents from XXXX XXXX XXXX, the original lender when I purchased the house in XX/XX/XXXXThe mortgage has been sold twice so far, and I 've never agreed in writing to any changes in terms or mortgage details. I do know, however, that the principal balance on the loan has literally not changed in years. I 'm not sure if I need to hire a lawyer, but I 'm hoping that the CFPB can offer some assistance and advise. Thank you.
Company Response:
State: NV
Zip: 89147
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar mortgage is charging me hundreds of dollars over the amount needed in my escrow account. I am currently in a chapter 13 and I currently have over {$2000.00} in escrow overage. I am aware that this will have to stay in the account until my chapter 13 is finished but it seems they are intentionally charging me way over the escrow amount needed and why would anyone have this amount in overage, in the past with ocwen before they sold my loan to nationstar I never had over XXXX bucks in escrow overage. after reading other complaints online apparently they do this and keep the money. This is a horrible company and they are really rude people and refuse to help with anything. I hope you can help me with this problem.
Company Response:
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home mortgage was transferrred to a company called " Mr. Cooper '' and we have had nothing but problems since that time. For the month of XXXX, they took our mortgage payment of {$2500.00} out of our checking account twice. When I saw that they took our XXXX mortgage payment out twice, I called Mr. Cooper and asked for the money to be returned. I spoke to Mr. Cooper customer service on Monday, XXXX XXXX and the customer service rep confirmed that they had accidentally taken out the mortgage payment TWICE. She said that that the payment would be returned to my checking account within 3-5 business days. Today, XXXX XXXX, XXXX, it has been EIGHT DAYS ( 6 business days ) since I was promised the over-payment would be put back in my account. It has not been returned. When I called Mr. Cooper customer service again, I was given the run-around. I was place on hold for over 30 minutes and then told that they would need to contact the bank to " confirm the check cleared '' ( this was already done on XXXX XXXX when I called the first time ). Long story short, they are playing games, giving me the runaround and keeping the double payment. My other bills are going unpaid and I will have late fees and returned check fees if they continue to refuse to return the double mortage payment.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX : NC DOJ # XXXX Financial Fraud Section XXXX XXXX ( XXXX ) case number XXXX OCC Case # XXXX NCCOB # XXXX # XXXX " I have been attempting to address this matter since XXXX, your help in promulgating closure regarding the XXXX escrowed funds that were never forwarded, once sold, to Nationstar Mortgage would be readily appreciated. I maybe contacted by phone, XXXX, or by mail at the NJ address provided until XX/XX/XXXX due to elderly parent 's individual personal matters. I have an upcoming XXXX XXXX County Court hearing scheduled and expedited pertaining to this situation. Escrow issue : XX/XX/XXXX - XXXX XXXX XXXX - closing for XXXX XXXX and XXXX XXXX XX/XX/XXXX - Erroneous paperwork - Mortgage sold to XXXXXXXX XXXX XXXX- XXXX sold financial investment to Nationstar Mortgage Escrowed funds never transferred with applicable interest from XXXX. The consumer concern regarding the Mortgage transferred from XXXX XXXX is clear. I never received confirmation of Mortgage Servicing Rights once the transfer was completed after the XXXX NCCOB was filed. It is of the utmost importance as I am currently addressing an identity theft case pending in XXXX County. A previous tax filing by accountant unearthed a XXXX document disclosure discrepancy. ''
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was given Durable Power of Attorney, both financial and medical, for XXXX XXXX XXXX. He has been diagnosed with XXXX XXXX and other illnesses. He has a reverse mortgage on his home with Champion Mortgage. Their contact information is as follows : XXXX XXXX XXXX, XXXX, Texas XXXX. Telephone ; XXXX. I have been trying to be acknowledged by this company since XX/XX/XXXX, with no success. I have sent them my power of attorney and addresses, and they still refuse to send me XXXX 's statements or any information regarding his account. It 's almost XXXX and they continue to tell me they do receive my faxes or it 's in 'process '. Last week his caregiver called with a letter he received that threatened to bill him some {$2400.00} for homeowners insurance, since his has lapsed. This is not true. I have all his accounts current including property tax and homeowners coverage. I have been told his account is in default and they threatened me last week with foreclosure. To date, they refuse to send me his statements. I have talked to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and today, XXXX, supposedly a supervisor. I faxed all my information to him again using two fax companies with a note to please call me with confirmation that he received everything. He still has not called to confirm. I need your help.
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I contacted my loan servicing company Mr. Cooper to ask what were my options regarding a loan modification because my apartment building was affected by hurricane Irma. The associate asked me what I could afford to pay and we agreed upon XXXX$1000.00}. My monthly payment is {$3400.00}. She said that I could have a forbearance payment for a 3 month time frame. I paid the {$1000.00} that day online as I usually do. On XXXX XXXX a representative from Mr. Cooper called and informed me that my lender did not accept the forbearance agreement and now I am expected to pay the full amount. I was notified 6 days before the end of the month that I would need to pay the remaining {$2400.00} before the end of the month or it will show up as a late payment on my credit. I actually talked to several associates and some said that my account was still coded as being in forbearance, but the last associate told me on XXXX that if I did not pay the remaining balance by XXXX that my credit would be negatively affected. I am waiting for an associate from XXXX XXXXXXXX ( the lender ) to return my call. What kind of ethical business practice is it for the servicer to tell me I am in forbearance and the to tell me 6 days before the end of the month that I am not ; while forcing to come up with extra money that I do not have in order to not affect my credit? I have never been late on a payment and I feel like this is deceit of the utmost level. Its almost like holding me hostage for the sake of not ruining my credit. There was a statement on the site that stated I would pay {$1000.00} for 3 months but that statement has now been removed, as well as the statement that showed my {$1000.00} payment with no balance owing. It has been replaced with the statement that I have attached below. If you read the small print it still makes reference to a forbearance amount. I have attached the statement below. Unfortunately I receive all correspondence with them electronically.
Company Response:
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Back onXX/XX/XXXX after a escrow analysis that would have raised my mortgage payment, my husband who is sole borrower requested if lender Mr. Cooper formally Nationstar would get rid of cushion in order to keep payment same. They agreed and refunded us approx {$1400.00} dollars in which we returned half back in escrow account. After paying XXXX payment I got XXXX statement which said their was {$1600.00} in escrow. Since I knew I would be paying XXXX payment on the XXXX we called and they told us they pay town on the XXXX of quarter due. So onXX/XX/XXXXI planned to call and make up difference in escrow to cover a tax payment Due XXXX I was shocked to find out they had made payment without telling me on XX/XX/XXXX and I have no statement as of today stated that payment. My current statement which was issued on XX/XX/XXXXindicated nothing of this transaction. My escrow account became {$730.00} negative so I made an over the phone payment to escrow today to bring us to positive balance. I will be able to provide documents when I get access to scanner. My husband went back thru old statements and discovered they had down this in past paid 2 weeks early and there were months they paid on XXXX ( town gives grace period till the XXXX ) which is what we were told via customer service when we lost cushion so I could keep track and know when I had to have the escrow covered for property taxes. In summary all my closing papers indicate is that they must escrow and pay taxes. This is very frustrating because I need three months worth of escrow payments to make these quarterly tax payments and I was not given chance when they paid XXXX quarter early. How early are they allowed and they did this with no indication on statement I do not call them every month for additional dismemberment info, I was going by latest statement which was not even correct. My husband requested taxes be taken out so that is pending. I just want to know if they had the right to do this. I also believe that the constant increases were partially due to them paying taxes early before I had the chance to give them my payment by the first. The past tax increase would have only been a XXXX $ increase that is why we asked for cushion to be removed. We FHA streamlined 4 years ago to bring payment down that is why the cushion was removed, we have never been late since start.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A