Date Received: 2017-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Sir or Madam : I am writing because I am trying to set up a XXXX Loan Modification. I believe the program is called " Flex Mod. '' I learned on this by researching on the XXXX Website. I am currently in Chapter XXXX ( I have only 7months left ). I had fallen behind on my mortgage. I am currently unemployed. I lost my job in XXXX. My mortgage company is Mr. Cooper ( formerly Nationstar ). My Loan # is : XXXX. I made a payment on XX/XX/XXXX for {$2200.00}. Because I am in bankruptcy, my Attorney had to sign a consent for me to correspond with them, which I did. I have not made a payment since because I am unemployed. I called Mr. Cooper on XX/XX/XXXX to tell them that I was unemployed and I would like an application for a modification or other options. I waited up until XX/XX/XXXX for the application, to no avail. I called again on XX/XX/XXXX. I was transferred 3 times and on hold for 20 minutes, which did nothing. I called again on XX/XX/XXXX at XXXX XXXX. I was told that I did not have to fill out anything and that they would hae something for me by the end of the week. It is now XX/XX/XXXX. I have not received anything, or a phone call. I believe that I am getting the run around. My plan was to make a payment once I receive unemployment benefits. It has been 5 weeks since I applied for unemployment. I need a solution to my problem and help, but they are not working with me. Thank you, XXXX XXXX
Company Response:
State: MA
Zip: 02048
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Title Company sending payoff of Mortgage- Settlement Occurred XX/XX/XXXX - Payoff was sent Friday XX/XX/XXXX and confirmed received by Wells Fargo on XX/XX/XXXX. Received payoff check back via mail on Thursday XX/XX/XXXX. Envelope Post Mark was XX/XX/XXXX and the letter dated XX/XX/XXXX. The letter contained no, payoff letter, no wire instructions, and no physical address to mail the funds to. They only listed a PO box and Phone number. No calls were made to us, the issuer of the check or the acct holder from XX/XX/XXXX-XX/XX/XXXX. Check that was made payable to XXXX ( as it was indicated in payoff ) was received being endorsed by XXXX to XXXX XXXX by VP of XXXX XXXX XXXX. XX/XX/XXXX Spoke to rep, XXXX at XXXX and was forwarded to supervisor, XXXX, who had advised a request was being sent to the payoff department to accept of payment. She stated " our funds were received on time and in the appropriate manner '' She also advised I would hear from her same day to know that a reissued payment without additional interest would be accepted. Received no repose from XXXX so called again Monday XXXX ... called XXXX back and spoke to Rep, XXXX on the phone who advised I would receive a call from Supervisor XXXX once she was out of meeting. XX/XX/XXXX XXXX XXXX Still no response from XXXX as of XXXX XXXX XXXX. Called back again. Spoke to XXXX she said she would investigate and return my call XX/XX/XXXX XXXX XXXX Received call back from Champion, XXXX XXXX who advised we needed to resend payoff plus interest as they now want Certified funds and were not accepting payments from Wells after XXXX/XXXX/2017 even though XXXX XXXX XXXX accepted our payment. At this time they did not have a payoff generated after 4 days of waiting for this womans call. They would not agree to pay the interest for the days we waited on them to return our phone call. XXXX said the payoff should be received by XXXX pm eastern 10/4/2017 XXXX XXXX Received payoff via email from XXXX for the incorrect loan. Called back XXXX XXXX to have them send the correct payoff. Spoke to rep who said XXXX 's computer had been off for 2 days ... but XXXX is in TX office and this rep is in AZ so she couldnt say for sure. Placed on hold again to await this rep to speak to her supervisor to get me the correct payoff. Rep came back on the line and said they were working on a new payoff and advised that XXXX was not a supervisor at all like I had been told by XXXX and XXXX back on XX/XX/XXXX. She patched me through to her supervisor XXXX. XXXX advised he would get me a new payoff. He then said their is no per diem that we would be charged an entire extra months interest. I expressed my concern this was all done in a deliberate attempt to gain the extra months interest as it look from the XX/XX/XXXX to the XX/XX/XXXX to mail the check back to us that had already been endorsed to them from whom they purchased the account from. Then an additional 4 business days to return my call after repeated attempts to reach them, only to tell me that they want an additional months interest. As of XXXX XXXX Eastern XX/XX/XXXX, I am still not in receipt of the correct payoff. Neither Rep advised me what to do with the erroneous payoff containing another consumers personal account history. XXXX did provide me with XXXX XXXX 's phone number stating him to be a VP. I left two messages with that gentleman.
Company Response:
State: PA
Zip: 19047
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Several years ago, my mortgage was sold to Nationstar. Earlier this year I fell behind on my Nationstar ( now re-named Mr. Cooper ) mortgage payments and started getting past due letters. I have been making payments the last 4 months and even sent an extra {$500.00} in XXXX and XXXX. Still I have n't been able to catch up. In a letter dated XX/XX/XXXX they said I owed {$5700.00} but when I spoke with someone in late XXXX by phone, they said if I sent {$4500.00} to them it would bring me current. They did n't provide any written statement to back that up. I am hesitant to send in any monies until I can obtain a full accounting of my payments and my current balance. The first sentence on the letter says " If you are represented by an attorney, please send this letter to your attorney ''. So two weeks ago ( XX/XX/XXXX ), at the urging of my family, I consulted a lawyer who had me sign a Power of Attorney ( POA ) form so that he could speak with the mortgage company on my behalf. He faxed it in on same day XX/XX/XXXX and followed up with a phone call and was told it would be 2 - 4 days before the POA would be " processed '' and until the processing was complete they could not speak with him. So by XX/XX/XXXX, the processing should have been done. Today is XX/XX/XXXX. My lawyer has called every other day since XX/XX/XXXX, he 's been put on hold for 15-30 minutes each time and either ca n't get through or he reaches someone who says " we 'll call you back '' and then they either do n't call him back or they call back at non-office hours. They wo n't give him a direct number to call to bypass the wait time and they wo n't make an appointment with him to discuss my case. My lawyer wants to obtain a full accounting of my payments and balance due after which my family will help bring me current. There are a lot of complaints logged for Nationstar in the XXXX XXXX XXXX database many alleging that they overstate the amount owed. I 'm hesitant to send them the amount they tell me I owe them because if it is n't correct, I 'm sure I 'll never get it back. So the charges are piling up ( to their advantage of course ) while I 'm trying to get them to work with me and my lawyer to bring me current. Nationstar/Mr. Cooper is stonewalling us to their financial advantage, racking up more fees each and every day that goes by.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we were advised our Reverse Mortgage was sold to Champion Mortgage of XXXX, TX. We were advised monthly statements would be supplied by Champion Mortgage. On XX/XX/XXXX we sent a letter to Champion Mortgage requesting information on how to make re-payments to Champion Mortgage. As of XX/XX/XXXX we have NOT received any monthly statements nor any instructions as to how to make re-payments. Further we are advised Champion Mortgage is the subject of a class action lawsuit for increasing fees and charges on elderly reverse mortgage holders by ignoring their request and making unauthorized inspections without knowledge of the property owner.
Company Response:
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Sold the House at XXXX XXXX XXXX, XXXX, NC, XXXX as short sale. MY name and my wife 's name on the house. Nationstar Mortgage approved the last offer after they denied two offers before. After the process of the short sale completed, Nationstar Mortgage ( XXXX XXXX XXXX XXXX, XXXX, TX, XXXX ) issued two XXXX form for year XXXX, one for me and one for my wife with {$22000.00} each. MY tax accountant used both forms Total of {$44000.00} as income with our income tax for year XXXX, which effected on our refund amount. I have called Nationstar Mortgage to discuss those two forms because the amount of {$44000.00} is too high. They mentioned they have lost only {$22000.00} because of the short sale. I have asked them to send me a new XXXX with my name and my wife name with total amount of {$22000.00} because we file joint income tax or send me two XXXX one for me and one for my wife with {$11000.00} each ( $ XXXX ). Also asked them to send me itemize document to show how they lost {$22000.00} I have called them three times until now I have not received any response from them. I have attached some documents for your record. I appreciate your help to get them fix this issue.
Company Response:
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on the sale of my house in XXXX XXXX, MO on XXXX XXXX, XXXX. The property was encumbered by mortgage held by Nationstar Mortgage dba Mr. Cooper. The payoff demanded was inclusive of interest through the end of XXXX which I questioned with settlement agent as mortgage is NOT a government loan. I have yet to receive from Nationstar/Mr. Cooper the interest overage included in the payoff and seek to confirm this is acceptable practice given my payoff is shown as received as of XXXX XXXX and mortgagee has retained approximately 22 days of interest UNNECESSARILY. This is ROBBERY, unethical business practice by Nationstar. My inquiries to mortgagee via their website has resulted in their reply stating they need one week to research ....???? What is my recourse? Is Nationstar within acceptable standard to require this overage and withhold these monies for this long?
Company Response:
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX2017 I contacted XXXX XXXX ; the new company name of Nationstar Mortgage. While Nationstar Mortgage, I accessed my online account and opted out of all marketing offers ( mail, email and calls ) from both Nationstar and their partners. They were very aggressive in their marketing efforts ( multiple calls requesting I return calls only to find out it was a sales call, priority deliveries of refinancing sales flyers which interrupted my work day at least weekly if not more often ), etc. The onslaught restarted when XXXX XXXX replaced Nationstar. I again accessed my account through XXXX XXXX to reset my communication preferences only to find they do not offer that via their website. So I called and requested the marketing from XXXX XXXX and their marketing partners cease. I received a confirmation of my cease and desist request in a letter dated XXXX from XXXX XXXX stating that I would now not receive ANY communications ( sales or account management ) from their company ( ie - account problem emails, escrow payments, etc ) as I do not agree to receive their sales communications. I really do n't feel that if I refuse their marketing, I am refused communication regarding my account ( except the monthly bill ) and that was not my original request -
Company Response:
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I want to express my frustration with working with Nationstar Mortgage { Mr.Cooper } as so its now called, in working with a Loan Modification on my subject property located in XXXX, New York. I 'm very certain that they changed their named to Mr.Cooper because of all the lawsuits that they keep receiving due to mismanagement of files, and also for misdirecting clients and forcing some clients to loose their house to foreclosure due to not understanding the situation of the client. My complaint has been going on with Nationstar for a while. It started years ago with with a simple request of a Loan Modification due to my default in XXXX XXXX XXXX. All the time through the process, they kept requesting the same documentation over and over again with no results. They claim most of the time that documents were not received or mishandled. All the time we tried to contact them for an update, there is a different representative, not only did they not know what was going on with the file, but they could not find any updates, any documentation of my file. Most of the times they kept telling me that there was no current updates and that an account specialist will follow up with me and they never did. It is not my fault that I felt behind on my my mortgage and have caused this large debt to be accrued. I have done everything in my part as they have requested, until this date no resolution has been reached. I finally was able to execute a complete package, and have the correct income to qualify for my mortgage. I was able to rent part of my property and collect a rental income of {$2500.00} on a monthly basis. My daughter is able to give me a contribution to assist me with the daily expenses we have in the property and for the family. All I 'm looking for is for HELP. Now, Nationstar has placed a sales date on my property and is for XXXX XXXX XXXX. I do n't understand why they have placed a sales date, when I been doing a loan modification to save my home, you have a complete package with updated information for a review, and you do not want to open a template for a review my loan modification for a possible solution, all you want to is sell my house on foreclosure auction unless if I can reinstate. If I was able to reinstate the loan, I would not be asking you for help when I really need it. I believe you have been " dual tracking '' my case. If I was in process of a loan modification, foreclosure should have been placed on hold until a review is completed. You are against the law at the moment for not opening my case for a loan modification, and forcing me to foreclose. I believe its just not fair that you ca n't even give me the opportunity to have my file be reviewed for a loan modification, to give me an opportunity that I can show you I can afford my house, and have a win win situation not only for myself as your client, but for the investor of this loan.
Company Response:
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2017-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar XXXX XXXX Department XXXX XXXX XXXX XXXX TX XXXX XXXX : Nationstar Mortgage XXXX I request that the current foreclosure action be cancelled and the correct principal balance be corrected immediately. I strongly dispute the increase of the principal mortgage balance that was made on XXXX/XXXX/XXXX, when the principal balance was increased from {$710000.00} to {$920000.00} and eventually increased to {$990000.00}. The original principal balance and the original loan amount is {$670000.00}. The current principal balance is {$320000.00} more than the original loan amount. This is inaccurate and needs to be corrected. The current principal balance should reflect approximately {$670000.00}. We strongly believe that the Chapter XXXX protections that were in place during this period, protected, insulated and stayed any increase in the principal balance and .. I request that this increase be reversed immediately and reflected in the modification documentations. Please complete a forensic audit on my mortgage account as soon as possible so the correct principal balance is calculated so I can submit the modification proposal, with the correct principal balance, to my financial team ; my XXXX XXXX attorney ; the XXXX XXXX bankruptcy trustee and court. The current principal balance is not accurate and I believe this is because of miscalculations, and errors, by the multiple servicers who have handled my loan to date. I pray that you will make this adjustment immediately. To reflect the correct current principal balance of {$670000.00}. I request that the current foreclosure action, be cancelled and the correct principal balance be corrected immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Nationstar Mortgage Number -- XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I sent a complete FHA HAMP loan modification on or around XX/XX/XXXX to XXXX XXXX XXXX and to their foreclosure attorney XXXX XXXX XXXX XXXX, XXXX. I received an letter from Nationstar Mortgage who now call themselves XXXX XXXX. Also, I never received any notice stating their name had changed either. Furthermore, on or around XX/XX/XXXX I receive a incomplete letter from XXXX XXXX stating I need a profit of loss statement and I submitted a incomplete five page FHA Hardship affidavit. I called in on XX/XX/XXXX and XX/XX/XXXX and spoke to relationship manager XXXX ID # XXXX and I asked if she could mail or email me the 5 page FHA hardship affidavit. She placed me on hold and came back and stated she could not locate this FHA Hardship document and she also stated she spoke to her supervisor and they advised me to create a online account to get the missing Hardship Affidavit. Therefore, I complied and open my account online and located the hardship affidavit. My complaint is I never received the five page hardship affidavit and until today from their online application. Lastly, XXXX stated my loan was scheduled for a foreclosure sale date for XX/XX/XXXX. I submitted my FHA HAMP loan modification more than 37 days and my loan modification has not been denied and XXXX XXXX has asked for additional documents that I am submitting today. Therefore, XXXX XXXX and XXXX XX/XX/XXXX and their foreclosure attorney XXXX XXXX XXXX XXXX, XX/XX/XXXXare all committing Dual tracking and breaking CFPB is the reason why I am filing this complaint today against all parties.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A