Date Received: 2017-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was paid in full last year but the mortgage company has failed to file a lien satisfaction letter. l am experiencing tremendous financial hardship as a result.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2017-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: their was on XXXX XXXX person had to explain my self over and over
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please consider this correspondence to be formal notice that our mutual client is hereby submitting a complaint to the denial of loan modification because your company failed to evaluate this borrower for all loss mitigation options available in violation of Regulation X, XXXX C.F.R. XXXX XXXX c ) ( XXXX ) ( i ). The lender states that they are unable to reduce the monthly payment - The lender has failed to review this borrower for a principal reduction or the HAMP program prior to XXXX/XXXX/XXXX - no offer of extending the terms to XXXX years with a reduction of the I/R to make the payment affordable - The client has also submitted contributor information and a change in circumstance regarding his financial obligations that would allow him to afford the mortgage payments are they are stated on the loan currently - The lender has made no effort to assist this borrower in a loan modification, an appeal was submitted XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX showing the change in circumstance, and they lender is still unwilling to modify the loan or assist the borrower in a principle reduction to retain his property.
Company Response:
State: CA
Zip: 95765
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My Credit Report states i have a joint account mortgage with a company name Nation Star Mortgage out of XXXX, Texas, Acct # XXXX its showing a balance of {$98000.00}. I have no idea who opened this account nor do i know the location of this property. I have contacted this company directly and have been unsuccessful in trying to resolve this issue. This account does n't belong to me. I also disputed this account with the credit bureaus. i have submitted documentation that states I 've been victimized by identity theft.
Company Response:
State: NC
Zip: 27896
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I receive notification on Friday XX/XX/XXXX via telephone. This call was to inform me that Nation Star Mortgage has a name change to Mr. Cooper. Also at that time the representative inform us the profit and loss statement I provided needed an address place on it. I ask him was the only request he said yes. I inform the representative I would be sending the information on Monday XX/XX/XXXX FAX to the number the REP. provided XXXX. Enclose is copy of the transmission. I am appealing the denial letter toward the Modification. As a loyal Loan holder the denial letter is denied base on the several reasons which I am appealing all the reason. It clearly states the modification declined request incomplete. 1. I provided all necessary documents in the timely manner of request. 2. It states the loan was under a repayment plan which is not true. 3. In XX/XX/XXXX the loan was under a 7 month lengthy overview in the Customer Relations Department occurred filing a Notice of Error. A representative applied our large payment in XX/XX/XXXX improperly to the loan. The matter was resolve and Nation Star took full responsibility that it was an error on their behalf. This process concluded on XX/XX/XXXX, the representative assured me there would be no more issues However in XX/XX/XXXX we were off to a good start where we had a credit and current loan status. 4. The next representative we spoke with to make XX/XX/XXXX Payment after I told her which bank account to use the REP. still use the wrong account and the check return several times during the entire Month of XX/XX/XXXX. Once the Check was return and the Bank stop accepted I immediately contacted Nation Star. Again there was Notice of Error about this matter. Nation Star took full responsibility the REP. stated in the notes she had enter the wrong account numbers so she use another account on file without contacting XXXX or XXXX XXXX. 5. In XX/XX/XXXX the Account is currently 2 month behind do the 2 Notice of Errors and has been documented that Nation Star took full responsibility to both matters. We needed assistance the representative open a new modification at that time because I ask her could the 2 payments be place to the rear of the loan. She stated the only way that would be to get a new modification application started. After a long 4 month we get a disturbing rude phone call from Nation Star REP our loan modification had been denied and there was nothing that could be done because under the New Presidential Administration things had change the modification rules. 6. We called back to see what avenue we could be applicable for and we were inform we were in foreclosure status without any notification letters. Once I stated I had not receive any documentation About a week later the foreclosure package came in the via mail hanging on my storm door expose not even in a envelope. When I finally call back the REP said we could appeal and apply again for Loan Modification. At this present time we are seriously delinquent and in foreclosure status with no sale date. We feel again we are at a disadvantage when last year around this time we were brought account current. We have been residence for 18 years at this address by far this has been the worse experience with this mortgage company. I raise my son and now my XXXX year old. I truly believe we should have a fair chance especially how we gave Nation Star a fair chance to fix there errors. FYI both of these errors were reported to CFPB 7. At no time we have annoyed this process and watching the delinquency occur has been increasingly disturbing. 8. We are asking to please review all documents and please consider making necessary adjustment for us to be approve for the modification and a fresh start. 9. Enclose the same packet sent in XX/XX/XXXX loan modification application. 10. Transmission of the FAX sent in timely matter. 11. Denial Letter from Mr. Cooper. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello! My husband and I are in the process of applying for a HELOC on our home. In the process of collecting all of the documentation needed, we discovered that Nationstar Mortgage / Mr. Cooper ( our mortgage servicer ) does not have a copy of our Mortgage Note ( a crucial piece to being approved for a HELOC ). I called Nationstar / Mr. Cooper to acquire this document for the first time on XXXX XXXX. They told me that they did n't have a copy of the mortgage note and sent me the deed of trust instead. They told me that this should have all of the information that the underwriting department needed to proceed with the HELOC. I found out that that was NOT the case and that the underwriting department for XXXX XXXX DID need the mortgage note and the deed of trust was not sufficient to move forward. I called Nationstar / Mr. Cooper again on XXXX XXXX to let them know that I needed the Mortgage Note, not the Deed of Trust. At this point, they contacted XXXX XXXX ( who managed our loan before they passed it on to Nationstar / Mr. Cooper ) to see if they could get a copy of the Mortgage Note. They found out that XXXX was no longer in the business of servicing loans and could not give them a copy of the note. So they submitted a request to get a copy of the Mortgage Note from XXXX XXXX Legal Department. I called Nationstar / Mr. Cooper after receiving no updates again on XXXX XXXX to get an update. I was told that they still had no copy of the mortgage note and they did n't know why. They sent me the Deed of Trust again - thinking that it would suffice. It did n't. I was told that they would again submit a request to get a copy of the Mortgage Note from XXXX. I called once again after receiving no updates on XXXX 1st. I was told once again that they would request a copy of the mortgage note from XXXX. I was told that this could take a couple days to get approved. I had already been waiting a week at this point and was told that this was the third request for approval so I was n't holding my breath. I called again on XXXX XXXX to see the status on the approval ( I gave them a couple extra days this time because of the holiday ). Apparently the request was received on the XXXX and was pending approval. I called again on the XXXX and was told that the request was approved that day. I called today ( XXXX ) and still do not have a copy of this mortgage note ( and neither does Nationstar / Mr. Cooper ). I am frustrated with this whole process for a number of reasons. 1. Nationstar / Mr. Cooper is required by law to have this document in their possession and they do n't. 2. If I had not been calling them 1-2 times per week, I doubt that this process would have moved at all. They have made zero effort to communicate with me on this issue even though they are the ones at fault. I feel as if I have been given the run around and they have been too lazy to do anything about it. 3. We have been waiting on this one document to move forward with our HELOC. We are using the HELOC to fix our roof before the rainy season is here in XXXX XXXX. Not to mention the potential rate changes on HELOCs. 4. If damage happens on our roof or if rates change negatively, I hold Nationstar / Mr. Cooper at fault for holding up this process. 5. Nationstar / Mr. Cooper keeps passing the blame to XXXX rather than taking responsibility for this problem. I was told by a Manager today that this happens often when they get new loans - which makes me think that this should be something that they pay moreattention to, vs. writing it off as a non issue. I am very disappointed with how I have been treated in this whole process. I gave them every opportunity to help me and they have not. I am NOT pleased with Nationstar / Mr. Cooper and how they have handled this situation.
Company Response:
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see our 3 previous complaints filed on this case, XXXX, XXXX, XXXX. After withdrawing from bankruptcy, we applied for a modification with Nationstar. We thought everything was worked out and that we could start making payments again. We left our home for the winter before Nationstar could get the modification paperwork to us. Even though the modification was not signed, we made payments as scheduled in XXXX, XXXX, XXXX, and XXXX of XXXX as well as XXXX of XXXX. When the paperwork finally reached us, we were in XXXX for the winter. We took the paperwork to a notary to sign it and have it notarized. The notary told us that he could not notarize it since the property was located in XXXX. We immediately called Nationstar and they told us that that was not a problem and that we could sign and notarize the paperwork when we returned to XXXX in the spring. In late XXXX XXXX Nationstar called us and told us that they would no longer accept our payments because the paperwork had not been signed and notarized. However, they kept the previous 5 payments we had made, a total of about {$5000.00}. As soon as we returned to XXXX, we contacted Nationstar in an effort to get the modification in place and resume payments. We have submitted the modification paperwork but have not heard back. Meanwhile a law firm, XXXX, sent us another modification application as well as a foreclosure notification. At this point, we are not even sure who we are to be dealing with. We assume that it is Nationstar. We expect to hear back from Nationstar within about 30 days on the modification. We need someone in your office to stick with us on this case until it is resolved. Every time we call Nationstar, which is often, we talk to a different person who has no idea what is going on in this case. If we could sit down in a room with a representative of Nationstar and an arbitrator we could solve this problem in 10 minutes. We want to keep our house but we are getting tired of fighting.
Company Response:
State: ID
Zip: 83221
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX, 2017, monthly mortgage payment {$980.00}, I received an email from Mr. Cooper who wanted my payment by email and then I called Nationstar Mortgage. Payment and payments always were payable to Nationstar Mortgage. I was never notified that they changed their name to Mr. Cooper. I expressed to the representative that anyone with the name of Mr. Cooper can deposit or cash payments. I have 20 years of banking work experience and know that fraud can occur. Also called my bank and other banks to verify that fraud can possibly occur because of the name change to Mr. Cooper and the bank 's response was " yes ''. Mr. Cooper 's representative said I had a wrong mentality and that no one by the name of Mr. Cooper can cash or deposit my mortgage payment payable to Mr. Cooper other than them. I 'm very concerned that my mortgage payments may not be cashed or deposited to a mortgage company. If fraud should happen, how can I prove who and why my mortgage payment was deposited or cashed by someone else by the name of Mr. Cooper? My home is important to me and feel this can lead to a serious problem to me and other customers.
Company Response:
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I entered into a Short Sale with Nationstar. The home was listed at XXXX however, my realtor secured a all cash buyer on XX/XX/XXXX for XXXX. Nationstar drugged their feet in a effort to punish me because of my earlier legal actions against them which resulted in a reversal of their foreclosure. Nevertheless, 5 months later Nationstar began requesting updated information and the buyer went a extended vacation overseas, and was unable to be reached to provide updated bank statements to Nationstar. This situation was explained to Nationstar who was in possession of XXXX XXXX dollars verified funds. My realtor requested a postponement for the upcoming foreclosure sale, which Nationstar granted, however, they still proceeded with the foreclosure sale and asked that we disregard the previous message " sorry ''. I also recieved a Notice of a Foreclosure Sale which was not for my property nor was the Notice in my name. No one bidded at the foreclosure sale and Nationstar took it back for the original price of $ XXXX. I feel this was a effort by the foreclosure company and Nationstar to further confuse me. Nationstar has not re-listed the property for sale, however, they have changed the locks so I can not gain acessess to the home where I have at least XXXX worth of my belongings there. Nationstar nor their agent ( who does not have a listing agreement ) have possession of the property. California law regarding possession is quite clear.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXXI took out a loan with XXXX XXXX, a division of XXXX XXXX XXXX XXXX for the amount of {$320000.00}. I was promised a low interest rate and low monthly payment, as advertised. I defaulted on my mortgage payments because I could not keep up with the increasing interest rates. On XX/XX/XXXX, there was an assignment of mortgage filed with XXXX County Clerks 's office. The assignment of mortgage assigned the mortgage from XXXX XXXX to XXXX XXXX XXXX XXXX XXXX. On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX started a foreclosure action against me for the amount of {$310000.00}, which is about {$9300.00} from the original mortgage amount from the original mortgage 3 years earlier. but I had already paid well over {$50000.00}. How is that possible? In XX/XX/XXXX, I received a notice of transfer from XXXX XXXX XXXX to Nationstar. I 've tired fixing the problem many times with both Nationstar and XXXX XXXX XXXX, in form of submitting a loan mod and each time I am getting denied. I am a victim of the housing crisis and I feel that there is a fraudulent element to what is happening to my mortgage loan.
Company Response:
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2017-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A