NATIONSTAR MORTGAGE

2019-10-15

Lewisville, TX

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: Champion Mortgage - XXXX XXXX, XXXX executor There was application and reported grant of extension on HECM reverse mortgage. Mortgage company refuses to provide written confirmation. Referenced referral law firm voice mailbox full for last 2 days. As the mortgage company has already been caused to retract premature acceleration and foreclosure of note they can not be trusted. I am still getting 10+ calls per day and people are coming to my door. How do I get written confirmation? How do you stop solicitation regarding foreclosure? They have apparently published my home phone number as well as my address. Please advise.
Company Response: Closed with explanation

Timely Response

2019-10-15

Dayton, WY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have repeatedly contacted my Servicer, with the desire to resolve and settle my account. My current Servicer was also at one time the owner of my mortgage. My current Servicer denies that they ever owned my mortgage, as evidenced by attachments. Complaints that I have filed with CFPB have been answered insufficiently, with answers that are either incorrect and/or do not apply to the issues. On XX/XX/XXXX, Mr. Cooper Associate, XXXX XXXX, replied to the complaint which I filed on XX/XX/XXXX. The complaint was regarding Nationstar/DBA Mr. Cooper and previous OWNERS of my mortgage who have not sent Welcome and Good-bye letters when my mortgage changed OWNERSHIP, as required by the Truth in Lending Act, 15 U.S.C. 1641 ( g ) Liability of ASSIGNEES states requirements for OWNERS, ASSIGNEES, AND CREDITORS of the mortgage. In her response, Ms. XXXX stated the following : " Our records confirmed that XXXX XXXX XXXX XXXX XXXX has been the active owner of the account since XX/XX/XXXX ; therefore, no notification regarding the change of the owner of the Note as the owner has not changed. '' This is inaccurate information, as proven by attached Assignment of Mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to documents recorded with my local County Clerk, Nationstar Mortgage LLC/DBA Mr. Cooper was the owner between the dates of XX/XX/XXXX and XX/XX/XXXX. I contacted Ms. XXXX by email on XX/XX/XXXX, asking her to address this incorrect information, along with other issues. I have still not received a reply from Ms. XXXX. I am attaching the email which was sent to Ms. XXXX. On XX/XX/XXXX, Mr. Cooper associate, XXXX XXXX, replied to the complaint which I filed on XX/XX/XXXX. Ms. XXXX agreed with Ms. XXXX, stating the following. " Our records confirmed that XXXX XXXX XXXX XXXX XXXX has been the active owner of the account since XX/XX/XXXX ; therefore, no notification regarding the change of the owner of the Note as the owner has not changed. '' Once again, this is false information, as proven by attached Assignment of Mortgages dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I contacted Ms. XXXX by email on XX/XX/XXXX, asking her to address this false information, but I have still not received a reply. I am attaching the email which was sent to Ms. XXXX, along with Assignment of Mortgages which prove Nationstar Mortgage LLC/DBA Mr. Cooper was the owner between the dates of XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-10-15

Portland, OR

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: Mr Cooper had a mortgage for my parents, they passed, has the executor I sold their home and funds were owed to the estate that were escrow after the house closed. Mr. Cooper acknowledged they owe the estate but still no funds this house was sold XX/XX/2019 and it is XX/XX/2019. I understand there are three checks one {$600.00} and the other two around {$25.00}. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-10-15

Lake Park, MN

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

West Brandywine, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: While showing that my mortgage is an individual account, the remarks " In chapter XXXX bankruptcy ''. I am not, nor have I ever been, in bankruptcy. I contacted opened a dispute with XXXX. The dispute shows that the lender, Pacific Union Financial, confirmed that the information is correct. Please note, it is not. That is supported by NO other creditor marking any late payment or bankruptcy. There WAS NONE.
Company Response: Closed with explanation

Timely Response

2019-10-15

Cologne, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

Atl, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

Live Oak, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Since XX/XX/2019, we have attempted ( with my elderly Dad as co-borrower ) to enter an application for Loan Modification with Mr. Cooper on our residential mortgage. Both of us went through all of the steps that Mr. Cooper required and submitted all documentation requested. It has now been 5 months and they refuse to even clear the hurdle of the application phase. I have submitted documents on numerous times only to be told its on hold due to the underwriter requires something else and we have no control over what they are requesting. I have been in constant contact with the Loan Representative ( who has changed to a different person twice now ). I have used their online system, I have faxed documents and I have emailed some directly but I continue to be told we need more documents or other outrageous requests. The most recent outrageous document request by Mr. Cooper in XX/XX/2019, is for a copy of the mortgage statement to be submitted, that belongs to my wifes home for proof of residency for me? They think they are going to drag her into this fiasco by demanding her personal documents and she has nothing to do with this! Its not her mortgage we are trying to modify. How can this company do that to my family? I am in dire need of resolution to save my Dads remaining sanity, health and our home where my family was raised and lived all these years!
Company Response: Closed with explanation

Timely Response

2019-10-15

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

MI

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: I began an inquiry into a refinance of my current VA mortgage loan on XX/XX/XXXX. My inquiry was through XXXX XXXX XXXX out of Utah, whom I used to secure my current VA loan back in XXXX. That arm loan was underwritten with XXXX XXXX and is still with XXXX XXXX at this time. As the process began, I signed the initial documents to inquire on XX/XX/XXXX. XXXX XXXX XXXX searched for an underwriter and it was determined that NationStar dba Mr. Cooper would be to whom we would inquire. As the process began to unfold, I was asked from time to time to initial additional docs. At one point, on approxamtelly XX/XX/XXXX, I was instructed to re-submit the entire initial process documents a second time. Approximately 60 days had now passed from the initial contact to inquire, and I had incurred a late payment for the month of XX/XX/XXXX for the first time in years, and I was hit with a {$30.00} fee from XXXX for processing. There had still not been a closing date set or any documents to proceed. On XX/XX/XXXX, I determined that the interest rate Mr Cooper was offering compiled with the excessive delay to close, were not conclusive to my needs. On XX/XX/XXXX I withdrew my application to refinance with XXXX XXXX XXXX, paid the additional {$30.00} fee accessed and was ready to move on with things as they have been for the previous 3 years. On XXXX, I received a letter ( attached doc 1 ) from XXXX XXXX XXXX , who holds a small second mortgage lean for a home equity line of credit I took in XXXX. The letter stated that I needed to submit documents showing I had sufficient insurance on my property. Since this had been in place since XXXX, I was confused as to what this was about. I went to XXXX on Mon. XX/XX/XXXX to inquire. They told me for some reason they had received documents XX/XX/XXXX that no longer listed them as a secondary lean holder. I proceeded to my Insurance company and discovered that NationStar Mortgage LLC, D/B/A Mr. Cooper had submitted documents to my insurance ( attached doc 3 ) effective XX/XX/XXXX, to remove my current mortgage lender and replace with them. Since I had never signed any closing documents, or any other documents outside the initial inquiry, I found this to be a fraud. I instructed my insurance to correct the paperwork to the original lender as of XX/XX/XXXX. Upon further investigation, I obtain the policy change issued by my insurance agent, XXXX, showing this was actually submitted ( attached doc 5 ) on XX/XX/XXXX, well before the request to submit the inquiry documents for a second time was even made by Mr Cooper? It is my position that NationStar, DBA Mr. Cooper attempted to hijack my mortgage well before any authorization by me to proceed, or any attempt to close the refinance loan was issued. I am filing this formal complaint and wish to additionally inquire if this was even a legal move by Mr Cooper?
Company Response: Closed with explanation

Timely Response

2019-10-14

Moapa, NV

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that NATIONSTAR DBA MR CO has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask your be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Closed with explanation

Timely Response

2019-10-14

Ft Myers, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-14

La Vernia, TX

Incorrect information on your report

Mortgage: VA mortgage

Complaint: My mortgage company seems to be in the habit of not reporting my ontime payments to the credit agencies. They will go up to 2,3,4 months not reporting anything. This is by far my biggest account and it not being reported is not helping my credit score which I am constantly trying to improve. I complained last year when I first noticed it but they continue to do nothing about it.
Company Response: Closed with explanation

Timely Response

2019-10-13

East Troy, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Last year did a modification with Seterus lowering my mortgage payment to {$780.00} then they claimed there was a shortage of property tax so they raised it to {$840.00} to cover it then mortgage was bought by Mr cooper last year payment was the same {$840.00}, now they claim there is a shortage of {$1100.00} of property tax, and are raising it to {$890.00} until paid in full which I do not understand how there can be another shortage of such a high amount, but they claim when shortage is paid in full payment will be {$800.00} a month not {$780.00}.
Company Response: Closed with explanation

Timely Response

2019-10-13

La Pine, OR

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: On XX/XX/XXXX we filed a Chapter XXXX Bankruptcy to get rid of outstanding debt in attempts to save our home. Our case was discharged on XX/XX/XXXX. Our home was mortgaged with XX/XX/XXXX XX/XX/XXXX at the time. Ive attached some supporting documents and you should find on page 3 of them a page from our bankruptcy case confirming that we filed to retain the residence and reaffirm the debt with XX/XX/XXXX XX/XX/XXXX, continuing our payments to them through this whole process. Our bankruptcy lawyer recommend that after the case was discharged that we should attempt to get a mortgage modification. After the discharge on XX/XX/XXXX we took a moment and then contactedXX/XX/XXXX and started the process to secure a modified loan with XXXX XXXX XXXX XXXX which took effect XX/XX/XXXX. In XX/XX/XXXX XXXX XXXX XXXX sold our loan to Nationstar. We didnt think to check our credit, being told that bankruptcy would take its obvious toll on it. Imagine our surprise when we decided to finally try to build it back up in XXXX and lease a car only to find out it was worse than we thought with one of the reasons being because our mortgage wasnt being reported. When we called Nationstar they stated that it is XXXX XXXX XXXX 's fault and threw our bankruptcy back in our face. XXXX XXXX XXXX wouldn't even talk to us because they no longer held the loan. The one thing they both said was that some paperwork wasnt filed correctly and tried to lay blame on the lawyer. I tried to call our lawyer, only to find out that hes moved out of state and is no longer practicing. I only have our filing documents which clearly show that retain property and reaffirm the debt are marked off. I have no idea if a certain document was supposed to be filed along with it. Just to be clear I asked Nationstar who they have been receiving payments from for our address and they confirmed that it was us and I followed with the obvious question, then why arent you giving us credit for said payments and they claimed they can't because of the bankruptcy. Their remedy was to refinance. Sure, what kind of rate are you going to give us when we cant improve our credit score because you wont give us credit for our payments?! Eventually Nationstar became Mr. Cooper and the real estate market has improved and we are no longer upside down in the mortgage and Mr. Cooper continually pesters us to refinance. We thought now is the time and tried to take them up on it only to find out they are still holding the bankruptcy over our head while encouraging refinance ( see attached document from Mr. Cooper ) and we are 8+ years post bankruptcy. To this date we have not been given credit for our post bankruptcy mortgage payments. Thats 8+ years of payments XXXX XXXX XXXX and Nationstar/Mr. Cooper have failed to report. This house really exist! Weve lived in it, raised a family in it and maintained it for 22+ years. We pay property taxes for it! The mortgage companies accept our money for it! Give us credit for it..fair and simple.
Company Response: Closed with explanation

Timely Response

2019-10-13

Beloit, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-12

Arlington, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Automatic Bill Payment set up through XXXX XXXX XXXX XXXX XXXX to pay XXXX XXXX each month on the XXXX after paycheck deposited -- -- No problems Loan sold to Mr Cooper. Borrower switches Payee to Mr Cooper for same payment. Bill pay apparently sends paper checks instead of electronic payment as with XXXX. Borrower is unaware of any issue and pays automatic amount in excess of required payment. Payment arrives 2-3 days late due to non electronic payments required for Mr Cooper ... .for 3 years! Borrower does NOT reduce principal and Mr Cooper collects late fees the entire time. NO NOTIFICATION IS EVER MADE TO BORROWER OF REPEATED LATE FEES ETC. Borrower reviews electronic statements for tax inquiry and discovers issue. Calls Mr Cooper and is told nothing is wrong and they will no refund fees. This issue can affect thousands of borrowers who have their loans transferred and set payment to when their paychecks arrived. I will take my hit but this is the exact issue that CFPB should remediate. I was happy with XXXX ... yet I end up with Mr Cooper and now I miss {$1400.00} in paying my principal down ... .Mr Cooper has that. NOT RIGHT
Company Response: Closed with explanation

Timely Response

2019-10-12

Yorba Linda, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-11

Beachwood, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-11

Pinellas Park, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I paid off my mortgage with Nationstar/Mr. Cooper on XX/XX/XXXX. My past payments to the company were for {$350.00} twice a month. On XXXX XXXX NationStar/Mr. Cooper withdrew {$420.00} from my account on XXXX XXXX, XXXX XXXX and XXXX XXXX without authorization. I called on XXXX XXXX and spoke to XXXX XXXX. I emailed Ms. XXXX copies of my bank statements to probe the theft, since the company has no record of the theft. I called the company again on XXXX XXXX and spoke to two representatives. Neither would provide me with a resolution on how to get my funds returned to me. Mr. Cooper has stolen {$1200.00} from me and is unwilling to return my funds.
Company Response: Closed with explanation

Timely Response

2019-10-11

Camarillo, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-11

New Market, AL

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Mr. Cooper ( formerly Nationstar ) did not provide 15 days notice before transferring the servicing of the loan to XXXX XXXX XXXX XXXX XXXX . Prior to this they made false claims regarding our payment history and refused to provide information in relation to a making home affordable loan modification. A qualified written request was sent to them and delivered on XX/XX/XXXX, to address these issues. We have requested detailed information regarding the servicing of this loan since XX/XX/XXXX to the present to determine what the accurate principal balance should have been at the time of the transfer of servicing on XX/XX/XXXX, and what amount should be in the escrow account. Nationstar failed to respond to that QWR and we are notifying the new servicer of the existing problems with the servicing of the account. We have documentation to demonstrate the failure of Mr. Cooper to address our concerns regarding the application of payments to the proper accounts ( principal balance and escrow ).
Company Response: Closed with explanation

Timely Response

2019-10-10

Orlando, FL

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I pull my XXXX credit report XX/XX/19 for my Nationstar mortgage account that has not been updated since XX/XX/2019. this is a constant issue with Nationstar reporting accurate information
Company Response: Closed with explanation

Timely Response

2019-10-10

Naples, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response