Date Received: 2017-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My monthly mortgage payment with Nationstar prior to XX/XX/XXXX was {$1.00}, XXXX. I was informed by my new mortgage loan company would be Mr. Cooper, and that I have an escrow shortage of {$2000.00}. XXXX. After speaking to the escrow specialist from XXXX XXXX I was informed that my Taxes had increased by {$270.00} a year. It was further explained that I was actually {$2700.00} short. The escrow analyst reported that my actual shortage was really {$1400.00} and XXXX XXXX took it on themselves to charge me an additional {$1300.00} since they were the ones to cover the escrow shortage of {$1400.00} which totals {$2700.00}. When I first acquired the loan on this home approximately 13-14 years ago my monthly payment was around {$1200.00}. XXXX. I refinanced this loan about 5 years ago for a 10 year mortgage bringing my monthly payment to around {$1300.00}. A year or so later my mortgage company changed and I was told Again and Again that my escrow was short. each time the mortgage company told me that my escrow was short my monthly payment would rise. Now my mortgage company has changed again and again my mortgage payment has risen by about {$200.00}. I first purchased this home in XX/XX/XXXX for around {$120000.00} and my payments was around {$1300.00}. I now have a mortgage balance of {$73.00}, XXXX and my monthly payment is {$1700.00}. It seems that the more the balance decrease the payments should decrease as well or remain close to the same. There is clearly something wrong with this picture. PLEASE HELP. I do not want to go into foreclosure or have to pay for a foreclosure specialist that I can not afford.
Company Response:
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Account was escrowed for insurance when I had my own, with no lapse in coverage. I am told by customer support they will credit my account but have not since XXXX of this year. I have stopped paying my escrow and am now late on my payments according to their records. I have spent at least XXXX on the phone with customer service trying to get this resolved. I am told each time it takes up to XXXX days to take care of the problem and they assure me it will be. Still no luck.
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An escrow account was set up w/o our request, approval or need. I have been current with my mortgage, principal, property taxes and property insurance. I have never had an escrow account and I do not want one. I have contacted the lender a number of times and I get a variety of stories as to why it was set up and how to resolve it, i.e. close the escrow account, but to no avail. This has been open for over a month with no resolution. The Escrow Department passes it to the Bankruptcy Department and they do not get on a call with me together to discuss. I would like this resolved ASAP. Any help you can provide would be greatly appreciated. Thank you.
Company Response:
State: IL
Zip: 60047
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have right to prepay mortgage - each time I 've prepaid, mortage payment is not allocated to correct accounts ( eg mimum payment vs. additional principle ). Most recently, although paid ahead two ( 2 ) months, received a notice saying that 'there are unapplied funds ' that they did not know where to place. As each payment has been accompanied by a payment stub that outlines where funds should be applied ( still pay by check ) I 'm confused as to why this continues to happen. Given that they are now holding out funds vs. applying to principle ( as outlined in my payment stub included ) technically means they are earning interest off of the principle amount NOT reduced by this amount of funding/payment being made. Name of mortage company is now Mr. Cooper ( previously, XXXX XXXX XXXX ). They are also stating that there is a 6mo prepayment heirarchy - this is the second item I want to dispute as there should be no cap to number of months that I should, contractually, be able to pay for whatever period in advanced as it is a 'no prepayment penalty ' mortage they are servicing.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working with the XXXX XXXX regarding options to save my home for the last few months. I have provided all the information they requested and am being told there is nothing that can be offered to me. I have never been assigned a point of contact and when calling I am always getting different answers from the representatives there. I am facing a foreclosure sale date and they are treating me as though I have no options and are proceeding with the foreclosure. I feel my rights have been violated and that I am one of the the many other homeowners who are facing this exact predicament. The people who can help me save my home are in fact not trying to help me at all.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the ongoing saga ( now nearing 4 months ) of trying to get a refund of our escrow account balance in the amount of {$1400.00} so that we can pay our property taxes, once again Nationwide ( now known as Mr. Cooper ) has, without authorization, taken a full amount due of {$1700.00} for our mortgage payment in XXXX from our bank account, rather than the balance after this promised credit noted above which was authorized at {$220.00}. Since our last complaints this company has sent us a check for the owed amount which we deposited and then learned they later stopped payment on it without any notice to us ( which resulted in a fee to us by our bank and could have caused an overdraft in our account ), thereby taking back OUR money. That is what they did again on XX/XX/XXXX with an unauthorized withdrawal. We have not approved an automatic monthly withdrawal by this bank, so we do n't know why they could take a different amount from us than that authorized in a phone call on XX/XX/XXXX. Every move made by them since our mortgage was sold to them appears to border on fraud. We have written letters, spent countless hours on the phone with multiple customer service people who provide no service. Our concern is that our property taxes are due XX/XX/XXXX and the money put aside is not at our disposal to pay them.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started to fall behind on my mortgage in XXXX XXXX because of a decline in my business. I have not paid since XXXX XXXX. My mortgage service provider is XXXX XXXX. I have contacted them multiple times in the past months asking for forbearance to be able to catch up my mortgage. What I am receiving from them is that " their investors '' will not allow forbearance therefore there is nothing I can do other than pay the back payments to reinstate the mortgage. My total amount due now is {$24000.00} due to late fees. My business has picked up and I am able to make the monthly mortgage payment but not the back payments. I have contacted XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX and working with Nevada 's Hardest Hit fund to help. At this point no one has done anything. Any help you could provide would be greatly appreciated.
Company Response:
State: NV
Zip: 89139
Submitted Via: Web
Date Sent: 2017-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX, XXXX represented XXXX and XXXX XXXX in regards to their residential refinance. On the date of the funding ( XXXX XXXX ) we sent her payoff funds to XXXX XXXX, these funds on the payoff were good through XXXX XXXX. On XXXX XXXX ( 4 business days later ) we received a call from them saying this payoff was short. At that time the clients received called from them ( XXXX XXXX XXXX as well we received the following amounts from them advising us on the amount needed to get this mortgage paid off, the amounts were : {$1100.00}, {$190.00}, {$1100.00} and then the full amount of {$100000.00}. Once this was resolved over an hour phone conference with XXXX XXXX XXXX. # XXXX XXXX, our mutual client tried to pay this amount over the phone. We were told that XXXX XXXX can not accept payments over the phone and will only take certified funds to this short payoff. The client then followed the instructions and sent them via Fed Ex ( Tracking Number : XXXX XXXX the certified check in the amount of {$1100.00}. They stated that once this was received the account would be paid in full. Now fast forward to today, ( XXXX XXXX ) Our office received a check from XXXX XXXX in the amount of {$100000.00} regarding the amount that our office sent them back on XXXX XXXX. We are now back to square one. I have to now deposit this check and wire these funds back to them. I am concerned for the client that they are going to try to post late fees and this is going to be an on going process. The representative I spoke to now XXXX XXXX stated he has no notes in the system on the conversations over the past few weeks and will look into the employees that we spoke to so we can get this resolved. I feel immediate action needs to be done with this company. When this was going on even the employee XXXX was very sorry about this and stated to me that this happens all the time and they get a lot of complaints from people when they try to payoff their mortgages.
Company Response:
State: DE
Zip: 19901
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage company merged with a company called XXXX XXXX in XXXX of XXXX the first month of the merge my mortgage never was taken out of my bank. so on the XXXX th of the month to not incur late charges i called in and they said my payment was never recieved. so i then took the time to pay it over the phone on the XXXX. i do online banking checked my acct to see if payment came out on the XXXX, only to find out my original check was deposited for XXXX dollars stamped on the back was the date of XXXX. XXXX so they clearly had my check the full time and also took the payment over the phone and took XXXX out again totaling XXXX on the XXXX i was told the XXXX would be crediteded back to my account by a XXXX, i watched my acct till today the XXXX called in again and was told by a XXXX that it was not done and he could do it. he did not do it either so my next call requseted a XXXX her name is XXXX and she proceeeds to tell me she can not issue a refund, and that they would need me to contact my bank for a conference call to see if my funds cleared for all amounts. at this time i am extremly frustrated and i know for a fact that this should never have happened. i have heard of banking practices where they do not deposit your check until after the due date and i am pretty sure this is what XXXX XXXX is doing and it sickens me. i work very hard at keeping my credit in good standing and if i did not check my acct daily i would never have known my origianal check was not deposited until it was too late. i believe they have very shady practices. so now i am waiting for a refund because they took an extra XXXX. thank you for listening..
Company Response:
State: CT
Zip: 06489
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over the past few months, my mortgage company, NationStar, changed their name to '' XXXX XXXX ''. The shortly after, I received a notice that my mortgage ( which has a " fixed '' interest rate XXXX, was going to be going up by about XXXX, due to changes in the escrow account. I did pay XXXX 's mortgage at the increased rate because I had not had time to call them to get more specific information about the increase, but I did not want to be late with the mortgage in the mantime, so I paid it. I finally had time to call this evening, and reached a customer service rep who was very uninformed and struggling to tell me specifically what had caused the increase. Frustrated, I asked for his supervisor. After a long conversation with supervisor during which I had to press him quite a bit for reasons and explanations, it came out that around XXXX of the increase was due to an increase in taxes and/or insurance in my escrow account ( which I will verifywith the town and my insurance company ), but that the remaining approximately XXXX charge per month was an additional hedge against possible future increases in taxes and/or insurance. When I objected strongly that this did not seem reasonable at all, he finally let me know ( for the first time ) that this was actually optional and I could opt out. So somehow I went from a " shortfall '' to a surplus and now they will be reducing the monthly charge by XXXX and send me a refund of approx XXXX This whole thing was done is a very cagey and shifty manner. Had I not pressed to speak to a supervisor and also pushed back pretty hard and asked lots of questions about the additional charge, I never would have found out what it was or that it was actually optional and I could get them to take the charge off. This, I learned from a relative in the mortgage business, is not acceptable practice at all and possibly breaches certain regulatory requirements. He urged me to report it to you. This relative said, " Nationstar ( now XXXX XXXX XXXX has had issues in the industry with regulatory compliance, including XXXX. They may not be outwardly trying to commit fraud but their data integrity has been criticized enough by regulators to be fined, and you may be experiencing an impact to their data quality issues. Clearly their customer service stinks too. " Please note : the name of the supervisor that I spoke with is XXXX XXXX, or at least that is the name he gave me.
Company Response:
State: RI
Zip: 02879
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A