Date Received: 2017-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i have attempted to submit request for modification several times but my documents were lost, or claimed not received. After my financial situation worsened I called lender and requested short sale, sent all required documents via fax numerous times, but instead of contacting me or my real estate agent for any missing documents, Nationstar/ aka XXXX just sent me Notice of foreclosure sale scheduled in less than 30 days I keep calling but I only get voicemails, no live rep to talk to, fax line always busy, unable to refax my request and all paperwork for short sale It seems they literally do NOT answer phones, have non working fax numbers so consumers like me are facing foreclosure Please investigate
Company Response:
State: IL
Zip: 60177
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage became servicer of my mortgage for XXXX XXXX XXXX. While I was doing a modification with Nationstar/Mr. Cooper ( now ) XXXX filed foreclosure had a sale etc. sold property at sale did not notify me or my attorney at that time also I was in CH XXXX/Bankruptcy. When we went to court had sale vacated, the purchaser was refunded his money and the Deed was deeded to me. That was almost 4 years ago, but this was not really a clear title. Contact with XXXX and Nationstar both denied the sale action. I have correspondence to prove it. I have tried to get status from Nationstar to know avail. Now the HOA is trying to foreclose ( dues ) put lien on property, I went to Nationstar again, this time after 4 months they admitted the mix up/wrong not in writing. Said I could stay in house until I die no payments, but if I sell would have to do a short sale, with no funds to me. I am trying to get a loan etc or sell to pay HOA but I really did n't pay because not sure of ownership but can not because of this problem, HOA O/S is about 7K but about 25K in attorney fees another issue over the limit of fees for this case. This is in Florida HOA filed.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX ( formerly Nationstar ) purchased condo insurance coverage ( HO-6 ) on our behalf that we already have on our current master policy. I have tried repeatedly to correct the problem, including providing a copy of our master insurance policy and making three separate phone calls. After each effort, I was informed that we had adequate coverage and that I did not need to take further action ( i.e., purchase additional coverage. ) Our mortgage was transferred from XXXX to Nationstar on XX/XX/XXXX. We were informed that our condo insurance had expired ( which it had not ) and that I needed to provide a copy of our master. It was faxed XX/XX/XXXX and when I followed up with a call on XX/XX/XXXX, I was informed, per automated message, that our records had been updated and that no further action was required. We then began receiving letters informing us we needed additional coverage. On XX/XX/XXXX, I talked to Customer Care Specialist ( CCS ) XXXX, who informed me that our info from our master had been incorrectly input, that she would correct the problem, and that we had adequate coverage. Subsequently we received another letter informing us we needed additional coverage. On XX/XX/XXXX, I talked to CCS XXXX, who made a three-way conference call to our condo insurance company and talked to XXXX ( XXXX XXXX. XXXX, XXXX XXXX, MO ), who confirmed that our master does indeed cover HO-6 ( aka " walls in '' ) coverage. XXXX agreed to remove the insurance purchased on our behalf by Nationstar ( now known as Mr. Cooper ), including all charges. In XX/XX/XXXX, we received our latest escrow analysis and the charges for the unnecessary insurance have not been removed and our monthly mortgage payments have been increased.
Company Response:
State: MO
Zip: 63128
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: This is is complaint involving the communication practices and loan mismanagement by Nationstar Mortgage LLC d/b/a XXXX XXXX XXXX XXXX is a service mark of Nationstar Mortgage LLC. I recently took over the home from my mother who XXXX XXXX in XX/XX/XXXX. I am the owner and occupant of the home in XXXX XXXX SC. I was going through a loan modification, in which I made all the normal mortgage and trial payments through XX/XX/XXXX The new terms took effect onXX/XX/XXXX, and I made the XX/XX/XXXXpayment on XX/XX/XXXX. We were never informed that there was more documentation being sent out to be signed, which we never received. We received multiple phone calls and they never left a message stating this matter. I called back these phone calls ( that were made during work hours ), and all they mentioned was that we continue to make monthly payments. I was in the middle of trying to sell my home, and I called in XX/XX/XXXXto make sure the payoff balance was still the new terms of $ XXXX versus the old terms of $ XXXX. They loan specialist said yes, and that I can request the payoff balance at any time. I was in the middle of finalizing terms with a buyer, and I noticed that they are saying the account is past due sinceXX/XX/XXXX, and that the terms are back up to the $ XXXX balance. I spoke with an agent who said he could send a notary service out to expedite the signage of the trial modification documents on Friday, XX/XX/XXXX. However, I spoke with an agent and her supervisor onXX/XX/XXXX, and she said the loan modification was marked as rejected onXX/XX/XXXX She went on to say there is nothing they can do, and that I would need to speak to an investor. I asked if she had a contact for this investor or to state my case, and she told me to XXXX them. I asked if she can repeat that and provide me the contact she has, and she went on to say that they do not have that information and that she could XXXX it for me. I have been dealing with this matter for over a year, and my frustration levels are extremely high. This is highly unprofessional, unethical, illogical, and asinine. They way they conduct business is outrageous, and I truly believe their business practices should be audited. We are looking into other ways to remediate this situation
Company Response:
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It started here ( an email from XXXX XXXX formerly Nationstar Mortgage ) ( begin of email ) OnXX/XX/XXXX we made your Hazard Insurance payment of {$3300.00} to XXXX XXXX XXXX XXXX XXXX. Our next payment for this is scheduled for XX/XX/XXXX. Just letting you know. There 's nothing you need to do. Best, Your friends at XXXX XXXX ( end of email ) The problem is that I have TWO properties covered by XXXX XXXX XXXX XXXX, and XXXX XXXX mistakenly paid the Hazard Insurance premiums for BOTH properties ( which they have managed not to do in the past ). I opened a case with their customer service, and after a month, all they have managed to do is send me case information for another one of their customers. Someone is asleep at the wheel here. ( I 've attached the file they sent me. )
Company Response:
State: MT
Zip: 591XX
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar has changed to Mr. Cooper upon its change it stop receiving my automatic payments from XXXX XXXX XXXX. My automatic payments were sent in on time to Mr. Cooper, but they still refused the payments. I called and spoke to someone who became belligerent and short ending our conversation by hanging up in my face. that young man hung up in my face. The 2nd guy said that he couldnt help me but call back again and make two payments and then the company will allow me to pay future payments ... THIS I WILL DO, but I BELIEVE COOPER IS TRYING TO FORCE ME INTO A FORECLOSURE SITUATION WHILE RUINING MY CREDIT ... THIS IS A CASE OF BULLYING THE SMALL CONSUMERS AND HOMEOWNERS AGAIN ... .I was able to get help but they stated that they could not take my payments and they have charge me an additional excess of {$1700.00} in late fees and interest charges ... this happened once before with XXXX XXXX XXXX ... I barely recovered from that onslaught that gave a settlement of {$57.00} to me as consumer but millions to lawyers as I had to chase congressman and lawyers ... I need help ASAP PLEASE
Company Response:
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar contacted us in writing last XX/XX/XXXXabout {$1200.00} in funds being placed in an " unapplied funds account '' and our need to pay {$410.00} to bring our account current. I spoke with XXXX XX/XX/XXXX an explained that the full payment should be posted to our mortgage balance. Our minimum payment was {$1600.00}, but we always pay extra principal with a payment of {$1900.00} per month. I explained to XXXX that all funds submitted by us should ALWAYS be applied to the mortgage balance, and were NEVER to be placed in unapplied funds again. Today we received a letter from mr. cooper, the new name for Nationstar. The letter states that {$400.00} has been placed in an unapplied funds account, and we need to send {$1100.00} to bering our account current. Our new minimum due is {$1500.00}. We paid the same {$1900.00} that we pay EVERY month. I suspect this ruse is intended to create mythical delinquencies for unsuspecting mortgage holders. I have not yet called to resolve the latest shenanigan, but I promised XXXX last year that I would report them to you if the nonsense happened again.
Company Response:
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2017-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Note to CFPB - my complaint is below but please know that another person who is a child is involved in this issue. He is neither a co-borrower or any other of the options that you have on your form. Your form forces me to choose an opion so I did so, but my child is NOT a co-borrower. He is absolutely not involved with this contract and that is exactly the point. Please make a note of changing the below to OTHER because my son is NOT a co-borrower or anything else. He is a child at college. Read the below and you will understand. Complaint: My mortgage company had been Nationstar Mortgage. At some point in XX/XX/XXXX they were rebranded as Mr. Cooper. Mr. CooperXX/XX/XXXXbegan sending my child, whose name is XXXX XXXX XXXX XXXX harassing emails regarding his "mortgage." My son, who is 19 and at XXXX, doesn't have a mortgage. His name is also not "XXXX" which is what the emails address him as. I have NEVER given my mortgage company my child's email address nor have I EVER confused it with my own private email account. I am extremely perturbed that someone my mortgage company ferreted out my son's email address, how I do not know, in an attempt to be in communication with me, a customer. Mr. Cooper has sent these harassing emails onXX/XX/XXXX andXX/XX/XXXX. I have copies of these emails in my child's email account. The latest example of these emails is copied below, along with my plea to Mr. Cooper's CEO that his company CEASE AND DESIST from contacting my child. I am an extremely private person and I am a religious person and I am an extremely protective mother. This is my oldest son. He is at college and I do not wish for him to receive intrusive, erroneous and confusing emails about his mortgage payments ... because he has NONE. On 3 occasions I phoned "Mr. Cooper," talked to customer relations call people and begged them to stop. I unsubscribed from the emails from my son's email account as well. Nothing worked. The emails continue unabated and I notice one today. See my email to Mr. Cooper's CEO below. Can you please get my mortgage company to stop sending my child these emails? Personal privacy should not be compromised in this manner and financial institutions should not affix erroneous email accounts to private messages meant for their customers. XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX XXXX XXXX cell ---------- Forwarded message ---------- From: XXXX XXXX Date: Wed, XX/XX/XXXX at XXXX XXXX Subject: For XXXX XXXX regarding Consumer Financial Protection Agency Complaint for Child Harassment To: XXXX Dear XXXX XXXX: I live in XXXX and I have often XXXX XXXX XXXX XXXX XXXX XXXX I plan to do a story on your company if your company does not stop from harassing my child with inappropriate emails. Also today I am filing a COMPLAINT with the Consumer Financial Protection Agency in Washington. See below an example of the emails your company is sending my child. As you can see from the forwarded email below you are emailing my son XXXX who is a child, calling him "XXXX" and asking for his mortgage payment. I have a mortgage with you but I never gave you my child's email address. I do not know how you got his email and I am furious about it. My name is not "XXXX" It is XXXX and I am XXXX mother. I have unsubscribed on numerous occasions in an attempt to stop your company from contacting my child in this offensive, intrusive and completely inappropriate manner. I have phoned your company multiple times reporting this and begged you to please stop. But the emails to my child continue unabated. I am aware that XXXX XXXX, who represents your company for media relations will be the receiver of this email. I ask that XXXX XXXX please forward this note to your office. Apparantly the people who serve as your front line customer support have no ability to actually deliver customer service. They have failed utterly and I am taking my complaint to the CEO. You, XXXX XXXX As a mother I am protective of my children and I am outraged that I have been unable to get your company to stop contacting my child. A copy of this email is being sent today to the Consumer Financial Protection Agency. I simply ask for a letter of apology and that your company stop harassing my child. XXXX XXXX XXXX XXXX XXXX XXXX ---------- Forwarded message ---------- From: XXXX XXXX Date: Wed, XX/XX/XXXX at XXXX XXXX Subject: Fwd: Choose your way to pay. To: XXXX XXXX ---------- Forwarded message ---------- From: Mr. Cooper Date: Mon, XX/XX/XXXX at XXXX XXXX Subject: Choose your way to pay. To: XXXX To view this email as a web page, go here. Mr. Cooper Hi XXXX, It's time to make a payment. And we've made it easy for you. Here at Mr. Cooper, we understand the challenges you face as a homeowner. And we're here to help you succeed. That's why we offer three convenient ways to make your monthly mortgage payment. Choose the one that's best for you. Three Ways To Pay Make your payment online for free. Click here. Use our automated phone system. Call XXXX (A fee of up to $XXXX may apply.) Speak to one of our Mr. Coopers. Call XXXX. (A fee of up to $19 may apply.) Of course, other payment options are available. View more on our website and choose the method that works best for you. Already made your scheduled monthly payment? Thanks, just keep the above information for future reference. If you have any questions or concerns about making your monthly payment, call us to discuss possible solutions at XXXX. Thank you, Your Customer Service Team at Mr. Cooper Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. Terms of Use | Privacy | Licensing Information | CA, WA & NV Residents Complaints | Update Profile This email is to keep you informed about your Mr. Cooper account, including service updates and other information about your account. Have questions? Please do not respond to this service email. Instead, just contact us. To opt out of this email notification from Mr. Cooper, click here. Nationstar Mortgage Holdings, Inc. XXXX XXXX XXXX XXXX XXXX TX XXXX NMLS: XXXX XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a service mark of Nationstar Mortgage LLC. All rights reserved. This email was sent by: Nationstar Mortgage LLC d/b/a Mr. Cooper XXXX XXXX XXXX XXXX XXXX TX XXXX
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received my monthly mortgage billing statement with the amount due of {$910.00} by XX/XX/XXXX. I paid {$450.00} onXX/XX/XXXX. I called the customer service number XX/XX/XXXX to pay over the phone for another payment to meet the billing statement total amount due. The customer service rep told me that I can no longer pay monthly payments, instead I had to pay the loan in full, which is around {$1700.00}. She stated I also ca n't pay with anything other than certified funds. The Mr. Cooper team member advised me that my maturity date has passed as of XX/XX/XXXX. I asked her when I had missed a payment, or had a deferment, to cause me to still owe if my maturity date had passed. At this point, I gave permission to for my son to speak to the team member because I did n't quite understand what was going on. My son asked for the specific dates that caused my loan to pass maturity with a balance owed still. The team member was unable to tell me and said " we show you have never missed a payment, but our transaction history only goes back so far. At this point, I feel like I am being threatened and forced into foreclosure, as the company will not allow me to pay my monthly payment amounts, instead trying to force me to pay one large payment that I do n't have. My son states that I should n't owe anything anyway, because I have never missed a payment so my loan should be at a {$0.00} balance as of XX/XX/XXXX. My husband is on XXXX and I am a retired XXXX. I feel like this company is trying to take my home when I am trying to continue to pay! Plus, now I think they are trying to make me pay something that I do n't even owe! If the team member was unable to tell me why my maturity date has passed and I still have a balance, I think my lien should be released and my loan be XXXX balanced. There has obviously been an error. Also, it is very deceptive to not inform me that my maturity date is about to pass and that I would have to come up with a large payment. The billing statement did not warn me, nor did I receive any letter letting me know this was going to happen. It is unfair and deceptive!
Company Response:
State: KY
Zip: 409XX
Submitted Via: Web
Date Sent: 2017-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received Escrow letter dated XXXX/XXXX/XXXX from XXXX XXXX XXXX formerly Nationstar Mortgage XXXX stating I had a shortage. I contacted XXXX XXXX and spoke to XXXX, XXXX of the Managers who informed me that they would not allow me to pay my shortage in full to prevent an increase in my monthly payment. I was told there 's a shortage of {$250.00} but they were still increasing my monthly payment by {$35.00}. Only reason I was given is that that 's their policy on handling escrow accounts. I 've owned many homes and never had a situation whereby I could n't pay the full escrow shortage to prevent an increase in my monthly payment. They also charge me xtra for making XXXX automated payments monthly which I never encountered either. This is suppose to take effect XXXX/XXXX/XXXX ; therefore, I would appreciate your prompt response. Please let me know if you need any info.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A