Date Received: 2017-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: they allowed me to apply for modification 2 times to come back to say invester does not partisipate. Cause me 6 month further behind
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I currently owe on my mortgage for XX/XX/2017,XX/XX/2017, XX/XX/2017 and now XX/XX/2017. I went to pay my mortgage payment IN FULL today for XX/XX/XXXX payment and the company Mr. Cooper formerly Nationstar refused to take my payment over the phone and said would just kick it back if it was sent in the mail, I am going to send anyway. They told me they could only accept the minimum of 2 payments. I want to make clear that I was paying my full mortgage payment. I am roughly 95 days delinquent and I was under the assumption the payment for XX/XX/2017 would advance my delinquency date, but they will not accept it and I ca n't afford to make 2 payments now.It almost sounds like they are creating a situation that will force me into the foreclosure process. I understand this is my doing but I am trying to work within the system provided and when they told me they will not accept anything less than 2 payments I became very concerned. I was under the understanding that I had 120 days from the initial delinquency date before they could initiate foreclosure proceedings. By not accepting my FULL Payment, it seems very shady at best.I also thought they had to apply my payment as long as it is a full payment. When I asked the 3rd person ( manager ) these questions all I got was that each state operates differently and has different timelines. Please advise on what my servicer can and can not do.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX when we requested that we pay our own property taxes and end the escrow account, we have been trying to get a return of the money collected in that account. Since no check had arrived as promised ( within 10 business days plus mail time ), we called the mortgage company to find out where our money was on XX/XX/XXXX.. The representative said that the request had never been processed as ordered, escrow funds were continuing to be removed from our bank account. but that it would be resubmitted and she would try to expedite the check sending process. There was no check received, so we called again on XX/XX/XXXX and were told it would need to be initiated again with another two week plus wait time. On the XXXX we called to check on the progress and learned that the process was done incorrectly and it would take another two plus weeks to get a check out. At this point, I was transferred to a " supervisor '' who would not give her last name. and asked her to credit the $ XXXX to our XXXX mortgage payment, feeling that this would be the only way to see our money again. She stated she would email the representative about this request, but we have learned on XX/XX/XXXX that this was not done and the process was again starting over to release a check.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NationStar now called XXXX XXXX insist that I owe lender fees in the amount of {$1200.00} connected to XXXX XXXX XXXX from XXXX when the mortgage was given to NationStar at the time for loan servicing. Since then I have been delinquent and file bankruptcy in XXXX. XXXX XXXX has not explain to me fully how the fees can remain unpaid even after all monies have been paid to bring account current coming out of BK. The company quote a long list of charges and fees but not an adequate explanation. The latest offense is requesting over {$1100.00} from a lender for a second on the mortgage loan. When I called the company no one can explain to me how after all these years from a XXXX mortgage loan I can still owe lenders fees. They held up the 2n mortgage loan until they were paid. NationStar or XXXX XXXX has tried every dirty trick in the book to charge me extra fees and lender paid fees in the Escrow account. I am sick of it. I want an audit of my loan since XXXX XXXX XXXX gave the servicing of the loan to NationStar/XXXX XXXX
Company Response:
State: CA
Zip: 92114
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried to get a copy of my mortgage but no response. Following are emails sent to and from Mr. Cooper ( formerly Nationstar Mortgage ). LOAN NUMBER XXXX Why did my payment increase? The interest rate did not change. If it did why? Where in my mortgage agreement does it indicate you can change my rate and what is the rate change based on. I what detailed answers. XXXX XXXX XXXX Mr. Cooper 's response : Subject : Re : Other ( Not Listed ) [ # XXXX ] From : XXXXXXXXXXXX Received : MonXX/XX/XXXX XXXX Thank you for contacting Nationstar Mortgage. We apologize for the less than satisfactory customer service experience you received and would love the opportunity to examine your issue further to find a satisfactory resolution. We have forwarded your inquiry to our Customer Relations Group and a letter of acknowledgement will be sent to you from your assigned Customer Relations Specialist within 5 business days. We understand that a mortgage is one of life 's most important investments, so taking care of your issue is our number one priority. The Customer Relations Group hours of operation are Monday through Friday, XXXX XXXX to XXXX XXXX Central Time and can be reached at ( XXXX ) XXXX. Should you have any additional questions regarding your account or to view details about your loan summary and recent account activity, visit us online at www.MyNationstar.com. You will have immediate access to : Frequently asked questions, A full payment history, Escrow information. Automatic payment enrollment Mortgage Loan, Escrow Account Disclosure, and Tax and Interest Statements As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly by clicking on the mail icon in the top left of your Nationstar Mortgage online account or you can call our Customer Service Department at XXXX. Sincerely, Research and Response Department Nationstar Mortgage LLC
Company Response:
State: OH
Zip: 43701
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had two problems with the mortgage since I refinanced. First shortly after I refinanced they raised the cost per month to {$1500.00} a month with the option to be {$1500.00} a month if I sent {$24.00} in. I did send the {$24.00} in but never got the cost lowered or even credit for the {$24.00}. This " escrow shortage '' of {$24.00} I sent in on XX/XX/2016. I called a couple of times without getting results on this. Then I talked to a manager who acknowledged the error and said she would rectify it. She never rectified it and would n't answer the phone or return phone calls after that time. My second complaint is that the mortgage company, now called " Mr. Cooper '' has decided my monthly payment needs to be raised again to " cushion my escrow for any increase in taxes and insurance and has raised my monthly payment by {$93.00}. This outrageous as my initial payment was under {$1500.00} and now is will over {$1600.00}. They claim my county tax has gone up {$1500.00}, town tax {$310.00} and my Hazard {$760.00} per year. Those are all pretty hefty sums out of the blue with no notice from those making the purported increase. My mortgage will now be {$1100.00} more a year. I 'm having a hard time believing that the taxes and insurance shot this high all of a sudden. Have not heard anything from the insurance company.
Company Response:
State: VA
Zip: 22630
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the trustee of a trust for a younger, XXXX brother, who is a veteran with a 100 % service connected XXXX and the mortgagor for a house in XXXX, Georgia. I exercise power of attorney for him. Nationstar holds the mortgage and I filed a previous CFPB complaint against Nationstar on XX/XX/XXXX7 because it repeatedly lied and refused to provide a copy of the survey it has for this property until the CFPB became involved. My brother has made many extra payments on the mortgage since getting it and as of XX/XX/XXXX owed {$15000.00} in principal on it. This spring, a large tree fell on the house, destroying the carport and causing other damage. My brother and I have worked since then to remove the tree and construction debris from the property ; stabilize the damaged carport ; solicit and review contractor estimates ; and get necessary equipment and building permits in order to make further repairs to the house. ( The survey was required to get the building permits. ) The insurance for the house when the tree fell on it was through XXXX XXXX. I experienced inordinate resistance, delays and mismanagement from XXXX XXXX in trying to get payments from the damage claim. Against its own stated policy and procedures, after issuing the first check that did not cover even all of the tree removal from the house, XXXX XXXX refused to issue checks to the policy holder and only issued checks jointly to the policy holder and the mortgagee, the latter of which was not a party to the insurance contract. None of these joint checks have been cashed yet. The original insurance policy on the house expired in late XX/XX/XXXX. Prior to that, XXXX XXXX sent written notification of renewal of the policy ; however, when a payment on the premium was made for this year, XXXX XXXX sent a refund check to me. I emailed the insurance agent asking why a check was mailed to me, who then sent a billing statement that indicated that the agent had cancelled the policy. However, payment for the premium was made electronically and my brother has not yet cashed the check that XXXX XXXX sent to try to deny it. Historically, billing statements from XXXX XXXX have usually been inaccurate for several reasons, nearly all of which relate to its failure to credit electronic payments in a timely or accurate manner, as well as a lack of standard accounting practices in its billing operations. I will file a complaint against XXXX XXXX with the Attorney Generals office of the State of Georgia or the other state agency that regulates the insurance industry in Georgia. However, in the meantime, Nationstar sent a notice indicating that it would seek new insurance on the house, since it believes there is no insurance coverage on it. It may also seek to foreclose on the mortgage on the house. In past years, we tried to refinance the mortgage when XXXX owned it due to the impoverished income of my brother, but it always refused to refinance the high mortgage rate of nearly 7 % on this modest house. Please help me get XXXX XXXX to honor its previous written notice to renew the insurance at a reasonable cost and to notify Nationstar that there is current insurance on the house as it continues to be repaired. Furthermore, please do not allow Nationstar to assign exorbitant, very costly insurance on the house, and do not allow allow Nationstar to forceclose on the mortgage while the insurance problem is being corrected and while repairs to the house are being made. Because of Nationstars attempted assignment of insurance and possible foreclosure, my request for the CFPBs intercession and protection is critical and urgent. Please note that in the previous CFPB complaint details described how Nationstar engaged in unfair, abusive and deceptive practices in lying several times about providing the survey, then refusing to allow me to speak to a supervisor when I called to try to get it. Its denial of these facts only confirm its dishonest practices.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am writing to complain about Champion Mortgage Co. I 've had nothing but problem with this company in the past. They have made so many mistakes in the past especially with transactions History. which I am not disputing some of them waiting to hear back from them about this. My father did a reverse mortgage on the house that I now own. My father XXXX XXXX on XXXX XXXX, XXXX and left me the house. On XXXX I received a letter from Champion Mortgage telling me that they had received the funds and posted the payoff on XXXX to the reverse mortgage loan in the amount of {$330000.00}. Therefore the reverse mortgage is now paid in full. I had to sign a listing agreement to keep from losing the home. with it now paid in full I am trying to get a full reconveyance from this Company and I am getting the run around. They transferred my fathers loan over to reverse mortgage solutions whom I 've been in touch with and told them about the letter from Champion Mortgage which they should of already had if Champion turned over all the proper paperwork. Ive faxed over to XXXX the copy of the letter and I am still getting no where. They tell me they need a copy of my fathers XXXX XXXX which they again should of already had so I faxed that over to XXXX. They tell me no your loan is n't paid off. Well yes it is. I am not going to stand here and let them tell me this was also a mistake. Just how many more mistakes has this company made. They said they received the funds, so Im assuming my dad had something set up to pay it off when he XXXX XXXX because they said they received the funds and it was now paid in full. All I want is a full reconveyance so that I may be able to move on in my life. I 'm tired of the run around I get from these people this is why peoples homes go into foreclosure because you ca n't get anywhere with them. Even after you 've done all that they ask you to do its always something eles they need. If you read up on the consumers affairs reviews for Both Champion Mortgage and XXXX they are nothing but BAD reviews on the both of them. so many people have lost their homes because of them and I do n't intend to be one of them.Its already been over a month since they sent me this letter and Ive heard nothing from Champion Mortgage and they wont talk to me because they turned the loan over to XXXX.And XXXX keeps giving me the run around/ I do n't know what they do n't get about my loan been PAID IN FULL. I 'm attaching a the letter to this so you can see it for yourself. Anything you can do to help me get my full reconveyance would be appreciated so I am not another one of their victims.
Company Response:
State: CA
Zip: 94578
Submitted Via: Web
Date Sent: 2017-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This mortgage company is failing to apply funds submitted as " principal '' in an attempt to collect additional interest on the loan. Approximately 5 months ago ( XX/XX/XXXX/XX/XX/XXXX ) my mortgage with XXXX was sold to Nationstar/Mr. Cooper and I 've had nothing but issues with the company. I began making payments to NationStar/Mr. Cooper and immediately they were not applying funds as I indicated on their payment website. Instead of processing my loan payments as I indicated on their website with the monthly mortgage amount PLUS additional principal. They processed the funds without applying any additional money going to PRINCIPAL. Any additional amount I indicated as PRINCIPAL was held by the company as " UNAPPLIED FUNDS ''. On XX/XX/XXXX I spoke to a service representative and I explained that their company was changing the terms of my loan by not allowing me to make additional principal payments along with my monthly mortgage .It indicates on they website anyone could make additional principal payments just by adding the amount to my monthly mortgage. My previous mortgage holder " XXXX '' did this without issue. I was told if I wanted to make additional principal payments with my monthly mortgage I must call. The issue is they are intentionally making it difficult to pay off the mortgage with this practice, hoping that customers will just " give up '' attempting to payoff their mortgage early. Phone wait times, confusing and inaccurate explanations that do n't make sense is STANDARD. I do n't want any special treatment from my mortgage company. What I do want is to be able to go online to their ( Mr.Cooper ) website, make my monthly mortgage payment plus ANY additional PRINCIPAL or ESCROW payment I 'd like to add. Mr. Cooper Mortgage 's practice is stealing thousands of dollars from their customers /changing the terms of the loans and is intentionally making it difficult to payoff a mortgage early. This practice allows Mr. Cooper to receive additional interest payments over the life of the loan and should be stopped. Additionally, on XX/XX/XXXX I made another mortgage payment and I indicated ( on their website payment page ) I wanted an additional amount to be applied to principal.. On XX/XX/XXXX I visited their website and checked my payment summary. Again, they DID NOT apply the additional funds to principal as I indicated. I phoned Nationstar/Mr. Cooper on XX/XX/XXXX and spoke to their service rep " XXXX ''. She offered no plausible explanation however, she stated she would immediately correct the issue, and promptly send me an email confirming the corrective action taken. Today XX/XX/XXXX I again checked the summary of my account and the issue had NOT been corrected.
Company Response:
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After looking up our escrow analysis performed by Nationstar on XXXX XXXX, XXXX, we noticed a refund due to us in the amount of {$1700.00}. The escrow refund check is dated XXXX/XXXX/XXXX. XXXX/XXXX/XXXX Called Nationstar to request check. Spoke with XXXX, she sent request and we were told we would receive check by mail. XXXX confirmed mailing address. XXXX/XXXX/XXXX Called Nationstar to request check. Spoke with XXXX, she apologized that previous representative did not put in request for check. They will research if check has been cashed and send out a new one to us by mail. XXXX apologized that nothing had been taken care of and confirmed the mailing address. XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, she saw our calls logged in our account on the computer on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. She will research if the check was sent to us and assured us it would be taken care of. XXXX/XXXX/XXXX Called Nationstar, spoke with Sue in the XXXX escrow office, she noticed on the computer that the check was not entered back into our account. She updated the system and she assured us we would be receiving check in XXXX business days. XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, he looked for check in computer. He said he would put a research request out to see what happened to the check. We said, " NO, that 's not good enough, we need someone that can help us now, this is the 5th time someone has put in a 'research request ' ''! XXXX said, " Ok, hold on ''. Supervisor XXXX came to the line and offered to direct deposit our check. XXXX instructed us to include our loan # and send a voided personal check to : XXXXXXXXXXXX We let XXXX know that we have been dealing with Nationstar 's criminal activity for over 6 YEARS now and that he could look at our account and see all that has happened. XXXX apologized that we have a bad taste in our mouth with Nationstar. Emailed voided personal check including loan # to XXXX on XXXX/XXXX/XXXX. Due to a family emergency in XXXX, we were unable to follow up. We received a letter from Nationstar dated XXXX XXXX, XXXX that our insurance had expired. We called immediately and left voicemail that all of the information was the same as last year that they have on file. XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, she said that they called our insurance company and left a message requesting updated insurance information. We replied that this was not good enough, it is Nationstar 's job to pay the insurance bill from our escrow account. We asked XXXX to call our insurance company while we were on the line. XXXX spoke with XXXX at our insurance co. and XXXX said she would overnight our insurance payment. While I was on the line I confirmed all information the same and updated between Nationstar and home insurance. We confirmed insurance was paid by Nationstar from our escrow account. XXXX/XXXX/XXXX We have still not received refund from escrow account due to us.
Company Response:
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A