Date Received: 2018-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage loan XXXX was transferred from XXXX to Mr. Cooper on XX/XX/XXXX ( new loan # XXXX ). Loan was paid in full on XX/XX/XXXX. Letter dated XX/XX/XXXX from Mr. Cooper confirmed payoff was processed and that the release of lien will be submitted to the official recording jurisdiction. I called Mr. Cooper 's customer service to ask for the original {$100000.00} mortgage note but they indicated they only had copy, not the original document. I have been contacting XXXX customer service several times beginning in XX/XX/XXXX looking for the original mortgage note but they informed that Mr. Cooper received the original collateral documents upon the account transfer. In Puerto Rico, the original mortgage note is required in order to execute the corresponding deed of cancellation of mortgage before a Notary Public. This is the only way to cancel the lien created by the deed of mortgage at the Property Registry. Therefore, I have requested the original {$100000.00} mortgage note to both institutions but none of them have located the original document and so far I am unable to proceed with the lien cancellation. If this original {$100000.00} mortgage note has been lost, the cancellation cost will increase dramatically as it must be done at the Court.
Company Response:
State: PR
Zip: 00969
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: 13 payments still have not been reported to the credit bureaus. I have received a copy of my payment history from your company via mail today. I will continue filing complaints until all payments are properly reported to all credit bureaus. You stated starting in XX/XX/2018 all payments would be reported after my forbearance period, refer back to taped phone calls with your company. As of today, they are still not being reported. This issue will not be resolved until my payments are all properly reported with the credit bureaus. Per your representative, XXXX XXXX he suggested I find another bank to refinance my loan, I have yet to do so since Fifth Third Bank, XXXX XXXX and XXXX Bank Loan Originators stated, " XXXX Nationstar Mr. Cooper needs to report all payments with the credit bureaus. This can easily be resolved by the company submitting a report showing all payments that are missing as now being reported, " Paid. '' Your company is once again, holding me back from now refinancing and then selling my home. When will this end? Lawsuit?? Media? You tell me as one of many consumers I am finding out that have gone through this same issue, XXXX Nationstar Mr. Cooper not reporting payments with their mortgage loan to the credit bureaus. Your representative XXXX XXXX did not return calls nor emails all of the time, especially when he stated he would contact me back. Instead CFPB would send me an alert stating you submitted a response to my complaint. I have contacted your company again this week, this morning to address the missing payments. When is this going to be so easily resolved? This is a HUGE issue, problem that continues ... I thought your company Motto was to help and support all veterans. I have other coworkers that are having the same issue with XXXX, not reporting all payments with regards to their mortgage loan. Seems I am not the first. I never had problems with car loans nor bank accounts with XXXX, seems only the mortgage sector of your company has the issues. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: 13 payments still have not been reported to the credit bureaus. I have received a copy of my payment history from your company via mail today. I will continue filing complaints until all payments are properly reported to all credit bureaus. You stated starting in XX/XX/2018 all payments would be reported after my forbearance period, refer back to taped phone calls with your company. As of today, they are still not being reported. This issue will not be resolved until my payments are all properly reported with the credit bureaus. Per your representative, XXXX XXXX he suggested I find another bank to refinance my loan, I have yet to do so since XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX Loan Originators stated, " XXXX XXXX XXXX XXXX needs to report all payments with the credit bureaus. This can easily be resolved by the company submitting a report showing all payments that are missing as now being reported, " Paid. '' Your company is once again, holding me back from now refinancing and then selling my home. When will this end? Lawsuit?? Media? You t ell me as XXXXne of many consumers I am finding out that have gone through this same issue, XXXX XXXX XXXX XXXX not reporting payments with their mortgage loan to the credit bureaus. Your representative XXXX XXXX did not return calls nor emails all of the time, especially when he stated he would contact me back. Instead CFPB would send me an alert stating you submitted a response to my complaint. I have contacted your company again this week, this morning to address the missing payments. When is this going to be so easily resolved? This is a HUGE issue, problem that continues ... I thought your company Motto was to help and support all veterans. I have other coworkers that are having the same issue with XXXX, not reporting all payments with regards to their mortgage loan. Seems I am not the first. I never had problems with car loans nor bank accounts with XXXX, seems only the mortgage sector of your company has the issues. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX ONCE AGAIN IS ALLOWING A TRADELINE REMAIN AFTER NATIONSTAR XXXX RECEIVED DEED AND ALL XXXX TRADELINES ARE GONE. DELETE THIS AT ONCE OR BE SUED. SEE ATTACHED
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I began to struggle with my mortgage payment in XX/XX/XXXX while cooperating from a XXXX XXXX and a XXXX. I had some out of pocket medical expenses and I informed Mr. Cooper, my lender of my struggle. I heard nothing from them until I received an auction sale date for XX/XX/XXXX. Ive been working with Mr. Cooper all the month of XXXX and nothing happen. Just the usual rudeness and hours of hold time. I called today and was told by Mr. Cooper that they offered me a loan modification in XXXX and my first trial period payment was in XX/XX/XXXX and since they didnt hear from me the month of XXXX they put me in foreclosure with the XX/XX/XXXX sale date. They acknowledge they never called me in XXXX because I was under the modification but I still was being processed the same month for foreclosure. I can not be in foreclosure and loan modification at the same time. I Never received a loan modification trial period and today was the first I heard about it. The state of Georgia says they must give me 45 days and I didnt get that time. When I called today they did not quote me the disclaimer nor did they advise me that I was being recorded but I do have names and departments. When I called back to ask a few more questions my calls were blocked. On the internet the sale date/ auction date was submitted XX/XX/XXXX. I have $ 100K equity in my home and I shouldnt have to lose my home for {$8300.00}. They gave me one option and thats to pay the reinstatement amount and this is the only option I cant do. There are too many complaints that Mr. Cooper, better known as Nationstar, subjects borrowers seeking mortgage modifications to Kafkaesque delays and obstruction in Violation of state laws. I need them to offer me the program they said they offered me that would get my mortgage current and affordable. I was told today the loan modification lowered my monthly mortgage payments. Again I Never received a loan modification trial period and today was the first I heard about it. I need them to give me the time the state allows so I can be considered the modification to save my home.
Company Response:
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe the company, Mr. Cooper has been cheating me otfof money. I see there was a $ million judgement against them. My montage went up from {$1500.00} to {$1800.00}, Then after the judgment it is going down to {$1500.00} using a modification I never asked dfor. Were they to do this because of the $ million judgement?.
Company Response:
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started a short sale process in XX/XX/2018 with Mr. Cooper. The process has been so long, my agent has submitted all requested documents and the bank has taken very long to work the file. we were told the file is only worked on every 5 days but at times it is way longer than that to get responses. The bank has always KNOWN of the FORECLOSURE SALE DATE and says they are working with us and will hold or postpone the sale date while we are working the file but they actually never do. On XX/XX/2018 they said the short sale has been approved as long as a counter offer of XXXX was submitted, the bank conveniently deleted that ONE MESSAGE but you can see attached the responses to that message and the message alert through my agents email that shows the date of the message being sent. The counter offer they needed to provide approval was sent and the approval never came. we called numerous times to have sale date of XX/XX/2018 postponed and they said they would but actually never did. It has been nothing but mortgage servicer abuse that has taken this long!!! All I want is to avoid foreclosure and I don't appreciate the games they are playing with my file. 5 moths with a file is just way too long when there are not many short sale files left to work with. Not answering messages or working the file on a timely manner is really time consuming for everyone.
Company Response:
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last year I fell a little behind in my mortgage due to health issues and financial loss, I contact Mr. Cooper who was assigned to take over my mortgage from XXXX XXXX in which I was not made aware of that change until XX/XX/XXXX. So for months, I was explaining to them of my hardship and they stated they would work with me I thought I was approved for loan modification in which I started to make payments of XXXX in XXXX. While trying to following there online system which failed when trying to make payments it refused mine and thus being said they denied my modification and now they have placed me for foreclosure. This company is hard to get on the phone and I am so frustrated I never had a problem with XXXX XXXX and I never missed any payments until last year and now they are telling me the XXXX XXXX has my loan and there is nothing to do. Please help me I am able to make payments now if they would just work with me.
Company Response:
State: PA
Zip: 15401
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We originally started our Mortgage with XXXX XXXX XXXX in XX/XX/XXXX. I paid them my mortgage and had no escrow account. XXXX XXXX XXXX sold my mortgage to Nation Star in .XX/XX/XXXX We did a loan modification with Nation Star in XX/XX/XXXX. Upon doing this we were required to have a escrow account. At that time of modification I already paid our XX/XX/XXXX Taxes and insurance and Nation Star dismissed my complaints and required payment to escrow. As time went on The amount paid to escrow since XX/XX/XXXX was way over the amount of my taxes and insurance.I continued to complain and nothing resolved. Nation Star is now called Mr. Cooper. Mr. Cooper has also continued to over charge me in escrow. I am due a refund.at this time I am looking to refi to get away from Mr.Cooper .I believe I am being over charged monthly About {$100.00} each month. This has been going on since XX/XX/XXXX. Can you assist me.thank you.
Company Response:
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My compliant arises from Mr. Cooper 's and XXXX 's failure to provide adequate and complete disclosures in their deed of trust regarding permissions for exercising a short sale and deed in lieu. Had these pertinent terms been disclosed and the type of permissions required for execution, I wouldve made an informed decision. I would've fully understood as the sole borrower of the loan whether consent from another party was required for a short sale or deed in lieu approval. Taking this into consideration, I would've not signed as the sole borrower on the loan, add two co-signors, and put my credit on the line for the next 30 years. Ive took time out of work for a year to resolve this issue with multiple representatives from Mr. Copper and XXXX only to find out now there is a flaw in the deed of trust. The fact these pertinent disclosures werent disclosed is equivalent to blindly signing a contract. In other words, I signed for something I didnt know what I was signing because these terms were clearly and undoubtedly excluded. This clearly is Mr. Cooper 's and XXXX 's fault, since they're the parties responsible for verbiage structure. At the time the deed of trust was signed on XX/XX/2013, as a CPA and XXXX XXXX agent, I made the extra effort to double check and read every letter of the deed while dotting all my " is '' and crossing all my " ts ''. No where does it mention I need to obtain the consent of any co-signee in the event of a short sale or deed in lieu. It's obvious that with my thorough due diligence review, had I known about this substantive fact in writing, I would've thought twice and not entered into this agreement with Mr. Cooper. In fact, who in their right mind would get into a rabbit hole like this, especially someone whos well educated like myself, had they known about these facts upfront? Omission constitutes a null contract which is equivalent to a rescission. The fact these important terms were omitted makes me wary about Mr. Coopers and XXXX 's fiduciary responsibilities not knowing if other disclosures were also excluded. As a result, I feel like I've been robbed of my credit, gipped, taken advantage of, defrauded, inadequately informed, and treated unfairly from both companies. I dont feel comfortable continuing doing business with these companies because I suspect they're probably engaging in other illicit practices. Therefore, rightfully so, I am requesting these companies to be sanctioned and suspended from doing business in the financial sector along with the release of my name from the mortgage. In case there's any confusion or a predisposed, illogical rationale in favor of these entities, I want to close off by giving an example. As a XXXX XXXX agent, if a universal policy doesn't contain any information on policy fees for early withdrawals, but my client signs and later makes a premature withdrawal only to know theyre slammed with a hefty fee, what do you think the outcome would be? In this example, I am the customer who happened to sign an unlawful and invalid deed of trust with corrupt financial institutions who go by the name of Mr. Cooper and XXXX XXXX.
Company Response:
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A