NATIONSTAR MORTGAGE

2019-10-06

Richland, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-06

Hinkley, CA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Again I am forced to file a compliant against Mr. Cooper. ( I have attached documentation of the previous complaint # XXXX and for the record ; this compliant is based on the same loan as the one reported in XXXX ). In XXXX of XXXX, we submitted for a loan from XXXX for our retirement home. We were denied because we have XXXX late mortgage payments reported by Nationstar Mortgage LLC ; dba Mr Cooper. Another mortified moment cause by Mr.Cooper. We immediately contacted XXXX XXXX an Escalation Agent at Mr. Cooper. Mr. XXXX assured us everything would be cleared within 30 days. We had no reason to doubt Mr. XXXX. In XXXX we received a XXXX Mortgage Interest statement from Mr. Cooper. Did they take unaccounted funds from the XXXX mortgage payoff? May I have an accounting distribution statement? I then checked our credit and discovered we still had the 2 delinquent payments. This time instead of trying to get Mr. Cooper to act with integrity and professionalism, I obtained a mortgage attorney. The letter from my attorney is attached. Mr. Cooper sent a reply on XX/XX/XXXX. As you can see ; Mr. Cooper said they would respond by XX/XX/XXXX. As of today ; XX/XX/XXXX we do not have any communication from Mr. Cooper addressing this extremely stressful situation AND we still have 2 mortgage delinquents reported on our credit report. I've looked into Nationstar L.L.C. ; dba : Mr. Cooper. I have discovered they have a real " nightmare '' customer service image. Mortgage and credit reports are a SERIOUS MATTER! The negligence and disregard displayed by many of Mr. Cooper 's " staff '' is not acceptable, maybe they need mandatory customer service training. I have a briefcase filled with documents pertaining to this loan ; which was closed ( theoretically ), in XXXX. We are less than 60 days from having to deal with this nightmare for 3 YEARS. We are only asking for this to end with Mr. Cooper doing what is legal and right! Thank you.
Company Response: Closed with explanation

Timely Response

2019-10-05

Dayton, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a loan modification as part of Mr. Cooper 's short sale process on XX/XX/2019. I received an email message on XX/XX/2019 saying some documents were missing. I called and left a message with our designated loan specialist on the XXXX. When I did not receive a call back, I sent an email on XX/XX/2019 explaining the requested documents did not exist, or had already been sent. I called again on XX/XX/XXXX without a return call. I resent an email on XX/XX/XXXX, explaining the documents requested by Mr. Cooper to proceed with the loan modification/short sale have already been sent, or do not exist. I did not pay the mortgage on XX/XX/XXXX. I also missed the payment due on XX/XX/XXXX. I have still not received follow-up information about the loan modification/short sale process, but I have started receiving phone calls from a number registered to Mr. Cooper. On XX/XX/2019 I received one call, with no response on the other end when I answered. On XX/XX/2019 I received three phone calls, none of which had responses when I answered the phone. I have been answering the calls, in hopes of resolving the issue. They continue to harass with calls, without responding.
Company Response: Closed with explanation

Timely Response

2019-10-04

Titusville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-04

NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On or about XX/XX/XXXX, we applied for a loan with XXXX ( now XXXX XXXX ) for a second mortgage. We entered into a contract on XX/XX/XXXX for a line of credit, in the sum of up to {$100000.00}. The contract consisted of a closing on the same date and we were advised that flood insurance was not required. We are informed and believed that the bank had an erroneous Flood Determination but in fact our house was in a Special Flood Zone Area. In addition, the mortgage claims a lien on Lot XXXX, XXXX XXXX XXXX XXXX XXXX THE CITY OF XXXX, XXXX XXXX, NORTH CAROLINA RECORDED IN PLAT BOOK 38, PAGE 17 when in fact our lot is 133, Section 4, Cross Creek Subdivision, in Map Book 38, Page 17 and that lot 113 is clearly not in a Special Flood Zone Area. This error clearly made the bank fail to comply with the National Flood Insurance Reform Act of 1994. In addition and coincidentally, at approximately the same time we received notice from XXXX XXXX XXXX that our lot was no longer in a Flood Zone and that we did not need Flood Insurance. We believe that the error regarding the lot number and because of communication between the first and second mortgage holders regarding the erroneous lot and flood insurance requirement, {$170000.00} worth of Flood Insurance expired. On XX/XX/XXXX, Hurricane Florence flooded our home up to the roof. The home remained under water for about a week due to the waters receding slowly and according to the DCMS Loss Verification Report by the Small Business Administration, the home is irreparable based on depth and duration of flooding. Attached is all the supporting documentation.
Company Response: Closed with explanation

Timely Response

2019-10-04

Dayton, WY

Struggling to pay 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. I have received the " run around '' to say the least. 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. I am attaching the email which was sent to Ms. XXXX. Ms. XXXX also stated that after reviewing my account, it was found that the account originated on XX/XX/XXXX. I have also inquired as to who the account originated with according to Mr. Cooper 's records.
Company Response: Closed with explanation

Timely Response

2019-10-04

NY

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: I filed a complaint with the Consumer Finance Protection Bureau a few days ago against XXXX XXXX XXXX and Nation Star Mortgage. 24 hours after filing the complaint, which had nothing to do with the information reported by XXXX XXXX XXXX on my credit report my closed and paid in full Mortgage loan was removed from my Credit Report. I received a phone call yesterday and voicemail message from XXXX XXXX XXXX Regulatory Compliance Services XXXX ext XXXX. This call was a response to a complaint I opened regarding the banks non compliance with XXXX XXXX mortgage settlement and {$10000.00} they owe me via a lien they refused to remove, even though they sent me a letter promising to do so. Once I tried to sale my home the Bank stated ignoring my phone calls and refused to talk to me. So during the escrow process I had to pay them the {$10000.00} or loose the right to sale my home. The removal of my previous payment history is retaliation and another example of the XXXX XXXX XXXX unethical business practices. I called Regulatory Compliance at XXXX XXXX XXXX 10 times yesterday and they never returned my call. The XXXX system is being abused by XXXX XXXX XXXX and it's a violaion of of my rights
Company Response: Closed with explanation

Timely Response

2019-10-04

Bremen, GA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: I received multiple ambiguous notices from a Mr. Cooper that apparently is a name brand for Nationstar Mortgage LLC. stating " Welcome to Mr. Cooper! Effective XX/XX/XXXX, Mr. Cooper is now the servicer for the above numbered mortgage account. '' The above " loan number '' was XXXX. THIS IS NOT A LOAN OF MINE ... Another letter with the same date as the welcome letter stated : " The servicing of your mortgage loan is being transferred, effective XX/XX/XXXX. This means that after this date, a new servicer will be collecting your mortgage loan payments from you. Seterus, Inc. is now collecting your payments, Seterus, Inc. will stop accepting payments received from you after XX/XX/XXXX. Mr. Cooper advises me to " put loan number XXXX on my check or money order made payable to Mr . Cooper. '' Another letter states that Mr. Cooper " ACQUIRED '' the loan from XXXX XXXX, when XXXX XXXX had already disclosed they had no interest in the loan Seterus Inc was trying to assign to XXXX XXXX. Errors -- I have never made payments to Seterus, Inc., Seterus Inc. sent letters to my home and advised that they were servicing a loan for XXXX XXXX when a direct response from XXXX XXXX stated that XXXX has no interest in my property. Seterus tried to get me to put loan number XXXX on checks and money orders and send to Seterus. I have sent 2 QWR 'S to Mr. Cooper/Nationstar advising them of their error and no response was received to the first letter. Today I get a letter of NO RESPONSE from Mr. Cooper first stating that they responded to the 1st letter which is false. But the second letter 's response is this -- '' We looked into the concerns you expressed and after an investigation we're sharing with you what we found : Under RESPA AND Regulation X, Mr. Cooper is not required to respond to requests for information that are duplicative and substanstantially the same as previous requests. '' The XXXX XXXX Mr. Cooper included in their XX/XX/XXXX response that was never received by me and given the information in the XXXX letter I doubt it was sent, the XXXX letter provided no information other than the information requested and errors cited is " considered outside the scope of information that must be provided, is proprietary and confidential. '' The XX/XX/XXXX response was total rubbish and fails every aspect of RESPA / Reg. X for a proper response. Mr. Cooper however included a litany of old mismatched loan files from a previously rescinded loan I had with XXXX that had a loan number of XXXX. XXXX # XXXX if Seterus or Mr. Cooper were to check what is obviously a hodgepodge of junk records still being peddled to junk buyers they would have found in court records a payment transaction record for loan XXXX and see that loan was fully paid XX/XX/XXXX with {$130000.00} applied to principal and {$4100.00} being applied to interest. I recently secured another copy of the account ledger for loan XXXX and the payment is still reflected on the account. Mr. Cooper did not attempt to investigate and did not intend to perform any amount of due diligence. Just a side note as to this terrible practice of creating new loan numbers to harass homeowners and hide an enormous amount of wrong doing within the mortgage industry the contract does not provide for the requirement that a homeowner identify any other loan on their payments. This ill-conceived practice of switching loan numbers for homeowners to submit payments is reckless when homeowners are already wrestling with WHO to pay as that entity is ever changing. Switching loan numbers is not in line with the cradle to grave ID numbers for mortgage transactions. Transparency is needed. I have no loans identified by XXXX for Mr. Cooper and I did not have a loan identified by XXXX for Seterus. Could these newly created loan numbers without newly created loan transactions be the reason for Nationstar D/B/A Mr. Cooper is have so many regulatory issues with incomplete files and data.
Company Response: Closed with explanation

Timely Response

2019-10-04

East Windsor, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: After finalization of my divorce I bought my ex-husband out in XXXX to maintain my primary residence. The deed on the property changed from me and my ex-husband to me alone. In order to do this I took out a loan from Pacific Union Financial in the amount of {$360000.00}. Because of income limitations the mortgage representative suggested a co-borrower and my parents agreed to be co-borrowers. Pacific Union Financial required my parents and myself to sign both a promissory note and mortgage document but my parents never had ownership of the mortgaged property. According to the loan officer since the loan was an FHA loan, in order to comply with FHA guidelines the mortgage document had to be signed by all three parties. In XX/XX/XXXX Mr. Cooper bought Pacific Union Financial and serviced my loan. Due to a financial hardship on XX/XX/XXXX I applied for mortgage assistance an asked Mr. Cooper to look at a possible modification of my loan. In the interim I remarried and in the process of the modification application, I asked Mr. Cooper to evaluate the income based solely on my income and my husbands income alone. My parents never materially participated in the payments of my mortgage and including only my household income would give a truer picture of my affordability of paying back the loan. Mr. Cooper agreed and asked my husband to sign a non-borrower support letter. I also disclosed to Mr. Cooper that the title of my property was in my name alone. The company 's response back to me was I needed to include a recorded Quit Claim Deed which would have retitled my property from Me, My Dad and My Mom to Myself alone. It according to Mr. Cooper would be an FHA requirement. Unfortunately my parents could not give up ownership of a property they never owned and Mr. Cooper declined my application because I could not provide ownership change documentation. Having questioned how under FHA guidelines the original loan was able to close when my parents had no ownership Mr. Cooper 's response was they were not liable for anything Pacific Union Financial would have done in the past. I didn't agree with that statement and suggested that through the purchase of Pacific Union Financial, Mr. Cooper should be accountable for any errors or mistakes made by the previous company. I recently received a denial letter ( see enclosed ) from Mr. Cooper regarding the modification and correspondence from Mr. Cooper 's attorney 's ( see enclosed ) informing me that foreclosure proceedings have started. I feel that there was a mistake with the original loan and that mistake is not allowing me the chance to modify my loan or take advantage of other options like forbearance. I have since contacted FHA directly and they are in the process of investigating my case. I also have contacted an attorney and may opt for a lawsuit against Mr. Cooper. I am hoping that Mr. Cooper will reconsider my modification or rectify the issues which started with Pacific Union Financial. Thank you for your prompt attention regarding this matter.
Company Response: Closed with explanation

Timely Response

2019-10-04

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I received an e-mail from my mortgage servicer that they had paid {$1300.00} to XXXX XXXX XXXX XXXX for hazard insurance. I immediately e-mailed on them on XX/XX/XXXX saying that I already had hazard insurance through XXXX XXXX, and e-mailed them a copy of the binder and declaration page. I asked them to cancel the insurance and refund the premium immediately on the insurance that they placed on my behalf because I had no lapse in coverage. They refused. I have never contacted XXXX XXXX XXXX XXXX, asked for a quote, or bound coverage through them. The mortgage company placed this insurance without my knowledge, and did not send me any notification prior to doing so.
Company Response: Closed with explanation

Timely Response

2019-10-04

Miami, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-03

Ft Lauderdale, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My current servicer, XXXX XXXX XXXX, has a charge on my monthly mortgage statement of {$1800.00}. They can not provide me with an explanation for the charge and only state that the amount has been transferred to them from Mr. Cooper. I would like an explanation of the {$1800.00} that Mr. Cooper transferred to XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-10-03

Grand Junction, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: A home in our sub-division, XXXX XXXX, XXXX XXXX, CO XXXX was abandoned, and the mortgage company now owns it. However, the mortgage company has refused to provide upkeep on the yard. It is now so overgrown with weeds and grass that it has created an eyesore, and affects the value of the homes surrounding it. I contacted the mortgage company, Mr. Cooper, starting on XX/XX/2019 to notify them of the condition of the exterior grounds, and to request that it be addressed immediately. I was assured it would be addressed by their preservation team. No action whatsoever has been taken by Mr. Cooper despite multiple subsequent calls in which I have been assured that the yard maintenance would be done. This a middle-income neighborhood that is doing its best to maintain our homes and our property values. Mr. Coopers negligence is affecting the value of the homes in the neighborhood, and is an insult to our community. As XXXX of the XXXX XXXX, I represent the XXXX XXXX XXXX members who have had enough of Mr. Coopers purposeful neglect. Mr. Cooper is doing a disservice to our neighborhood, and is showing a lack of respect for the responsibilities of property ownership that is disgraceful. While several neighbors have volunteered to help clean up this property, this would be encouraging Mr. Cooper in its negligence and disrespect and has been declined.
Company Response: Closed with explanation

Timely Response

2019-10-03

Philadelphia, PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I purchased my home in XX/XX/XXXX. I did not realize until after I moved in that the seller had not properly disclosed several issues in the property that needed immediate major structural repair and attention, so I had to put money into some of those repairs, but I kept the mortgage payments up as best I could. Then I had a XXXX XXXX XXXX XXXX XXXX that has required me to go on unemployment and await approval for XXXX. In XX/XX/XXXX I was completely unable to return to work and had no income at all and had to apply for public assistance for medical and food stamps, but I remained in contact with NationStar / Mr. Cooper about my situation. By this time I had missed two months of payments. I XX/XX/XXXX, I was awarded unemployment and contacted NationStar / Mr Cooper to inform them that I would receive a lump sum payment and would be able to pay part of the amount owed and was informed that unless it was the full amount it would not be accepted and would be returned, it was like they wanted me to lose my property. So I felt like I had nowhere to turn and did not qualify for any programs because I had no other form of income and as the months went by the mortgage payments continue to add up. My husband and I share the household income and expenses. I applied for a loan modification with my housing counseling agency, XXXX XXXX XXXX, in early XX/XX/XXXX. I was told that NationStar / Mr Cooper does not work with housing counseling agencies, and will only agree to work directly with me as the borrower. ( This seems untrue. ) I had to resubmit my application on my own and did so again in late XXXX. I provided all the missing information that NationStar / Mr Cooper requested to complete my application in a timely manner. Then, after waiting and providing all my documentation and having conversations with Nationstar / Mr Cooper reps for a month, I was finally called and told that I do not qualify for a loan modification because I owned my home for less than 12 months. At the time of facing foreclosure and did not understand why I did not qualify for a loan modification, or why I was not told this right in the beginning because it was no mystery to NationStar / Mr Cooper how long I owned the house. Also, I did not receive anything in writing to inform me of this denial ; I was only told over the phone. NationStar / Mr Cooper went forward with the process to foreclose on my home and accumulated attorney 's fees. In XX/XX/XXXX my daughter was XXXX and I contacted Nationstar / Mr Cooper to inform them that I would be able to make the payment in full in XX/XX/XXXX, I was told that no attorney had been assigned to the case as of yet but they had hired a law firm. I contacted the law firm to get the amount owed and was to conflicting amounts and who to pay. The law firm told me to pay them, and the mortgage company told me to pay them. I read over my documents and it said to pay Nationstar / Mr Cooper and they would pay the attorney 's from the amount, but that did not happen ; I am left with a balance of {$1400.00} dollars. I paid the full past due amount of {$4000.00} minus the attorney 's fees from the proceeds of my daughter 's life insurance policy. I have had numerous conversations with NationStar / Mr Cooper that this was a temporary fix to my hardship and that it would get me caught up but eventually I would still need the assistance of programs available to me. And was told that I could reapply for a loan modification in XX/XX/XXXX and now it is XX/XX/XXXX and feel that I will get the same results. I explained that I felt it was unfair that I was not given the chance or opportunity to apply for programs prior to the hiring of attorney 's. I would like a chance to appeal this decision of attempted foreclosure on the property without seeing if I qualified for any other program and the attorney fees that I am being charged, but have received no instructions on how to do so. I also feel like it would be important to inform me of any other options that Nationstar / Mr. Cooper might determine I may be eligible for that would allow me to make affordable timely mortgage payments until my financial hardship changes, without continuing or beginning foreclosure on my property. The time of the first attempt to foreclosure on my property, I did not have any indication that there are any possible solution to my problem other than move out. I have contacted them early enough in hopes that there will be other options available. This seems unreasonable that as a homeowner there is nothing they could offer me to assist me. This home was already marked for foreclosure before I signed the documents. There was a problem the night before that I was not made on the sellers part that I was not aware of and was still allowed to sign. This happened with sellers agent, my agents, loan company, and title and escrow company. There was a lot of problems with this home that was swept under the rug that is why the property tried to switch hands so quickly that it did not give the title company a chance to get the paperwork correct until XX/XX/XXXX ; over two months. I don't want to make this about race but I believe you are placed in specific types of programs where they know you will not be able to keep up just so they can take it back, such as FHA. I was not even offered any first time home buyer programs or assistance with FHA. FHA has weakened it guidelines so that they do not have to complete their appraisals by close examination, now they just glance from a distance. It lowered its credit score acceptance to XXXX or above so that more people can qualify and purchase homes within a specific price range and most of those homes have major issues. The people who purchase them are living paycheck to paycheck and if you miss one or two payments they can begin the process of foreclosing, it affects your score making it hard to qualify for loans to repair or purchase anything. Before you know it, you are homeless because your credit is damaged, you can't rent, buy, or lease anything. It's sad, I would like to be considered for assistance programs based on need not race.
Company Response: Closed with explanation

Timely Response

2019-10-03

Huntingtn Bch, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-03

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In accordance with State of Florida Department of Financial Services, it is not mandatory for homeowners to carry homeowners insurance. Two of my previous lenders did not require this insurance. Since the acquisition of my loan by Mr. Cooper, they as a new lender had to notify me about their requirements in a timely manner. This has not been done. Due to Mr. Cooper 's negligence, I ended up with so-called shortage of the escrow account. I have repeatedly called this company regarding the escrow account that had been created but never received detailed explanation what is it for and how it works in my case. It looks like this account is just a trick to extort money from me. I strongly oppose paying any fines and maintaining {$1200.00} balance in my escrow account because Mr. Cooper artificially created this situation by not notifying me prior to mortgage loan acquisition.
Company Response: Closed with explanation

Timely Response

2019-10-03

Calexico, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-02

Key Biscayne, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Our mortgage with XXXX XXXX XXXX went into foreclosure due to their categorically refusing to work with us when we requested assistance. After several years, the servicing was taken over by Seterus -- HORRIBLE HORRIBLE company!!!!! They played games with us the entire time. We wanted to do a modification and they gave us a hard time from beginning to end. First, they refused to work with us until we signed a waver agreeing to never suing them. We really didn't want to sign such a document but they wouldn't entertain a modification with us unless we did, so we had to. During the trial period, we has to send them mortgage payments for 3 consecutive months. They claimed they didn't receive the payments and gave us a hard time about letting us do a XXXX XXXX payment ( and cancel the checks that were mailed in ) -- this was for 2 out of the 3 payments! We never had a situation where a payment went " missing ''. They told us we should continue making mortgage payments until the modification was " official '' and we did. In the interim, our loan was transferred to Mr. Cooper. I was calling them weekly to get updates on our modification. At this time we stopped sending payments as Mr. Cooper didn't have us officially in and we weren't sure where the payments would go. Also, none of the agents I spoke with could tell me anything regarding payments. After 4 months, we were told the modification was approved and that we should start making payments and we did. However, we were told that we were 6 months behind!! Besides the 4 months that we didn't pay Mr. Cooper, we had to pay the 2 months from Seterus. We had the 4 months, but didn't have the 2 months for Seterus as we had already paid them after the trial modification. It seems that Seterus did not apply these 2 extra mortgage payments to our mortgage, but used them to cover attorney 's fees. We were forced to come up with 2 months extra of mortgage payments due to this. We were devastated. Seterus was very underhanded with us in every way possible. They didn't care if we lost our home, even though we were making every effort to make sure we wouldn't. How could they let us believe we were making mortgage payments and apply it elsewhere and then say we owe mortgage??? It seems that banks are given too much freedom to do whatever they want and treat their customers dishonestly and not suffer any repercussions from it. We went through XXXX trying to keep our home, all because the banks were permitted to take advantage of the American public. Seterus has got to be the MOST DISHONEST AND UNDERHANDED company we've ever worked with. Their agents are nasty, rude, and blatantly lie. They will not say anything that may give you any assurance or hope. We have no way of recouping the extra 2 mortgage payments we made ( we had to borrow to make the extra payments ). And although there is discussion online about a class action suit against Seterus, I'm not sure we can take part as we were forced to sign a waiver ( they obviously know there is a lot of negative discussion about them ). We hope and pray that they be taken out and not be permitted to torment the American public any longer.
Company Response: Closed with explanation

Timely Response

2019-10-02

Rocky Ridge, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My name isXXXX. I purchased my house is XX/XX/XXXX. Due to financial stress, since my wife does not work, my loan officer suggested I apply for a loan modification. We started the process in XX/XX/XXXX, and after what seems like eternity I was finally approved in XX/XX/XXXX. ( I attached a letter of approval from MrCooper the Mortgage Company ). My payment dropped to {$1700.00} and I had to complete a trial payment for 3 months. I made all 3 payments in the time allowed based on the approval letter. I did not miss nor was I late on the payments. But on the last payment I had Initially scheduled that payment online for XX/XX/XXXX. But due to my pay being a little short that week, I called MrCooper customer service on XX/XX/XXXX and ask to reschedule the payment for the XXXX of XXXX which is still within the time frame of the due date. But apparently the agent I spoke to has changed they payment categories causing my third payment to show on their record as unspecified payment instead of the normal monthly payment. My loan officer and I have been calling MrCooper customer service for over a month now to have this error correct and issue the final agreement for the loan modification, but we have seemed to hit a wall. We keep getting different answers every time. Initially they stated that they did not receive the signed initial approval letter. So, my loan officer resent it to them. We waited a week, still no movement we called back, now the agent at first said they didnt receive the 3rd payment after we insisted, she went back and looked and advised they did in fact received the signed letter and all 3 payment. She advised she will send a request to have the proper department issue the final loan modification letter. We waited another week and only thing I received in the mail is a letter of Foreclosure Pre-Sale. We called ( my loan officer and I ) called MrCooper back and the agent once again stated that she is sending a request to update the record for the 3rd payment and have the proper department send the final loan modification and she stated it will take another 10 days. Meanwhile MrCooper lawyer still proceed with the Foreclosure process and after 10 days of waiting for the final loan modification, the only letter I received is another letter of Foreclosure Pre-Sale. I do not want to lose my house ; please can you help me get this straighten out with MrCooper. I feel like they honestly dont care to correct the mistake that their own employee had made by mislabeling my 3rd payment, and just want to get me out of my home. Please help me.
Company Response: Closed with explanation

Timely Response

2019-10-02

La Vernia, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I submitted complaint XXXX in XXXX because Mr. Cooper was not processing my payments correctly. In response to my complaint they suspended my due date until XXXX XX/XX/2019 and promised that future payments would be processed correctly. When I attempted to process a payment on XXXX XX/XX/2019. The payment system perpetuated the same error I made the previous complaint about. Mr. Cooper made the following promise in their response : " Please note that because the account was current when we received the payments detailed above, the funds were applied to reduce the principal balance due on the loan. We understand any inconvenience that may create. We have submitted a request on XX/XX/2019, for a Message Code XXXX to be added to the account. This will prompt for a review to be completed of the payment details to ensure proper application. '' This was untrue and they did not fulfill. My payment should as regular payment when I submitted and was switched again to principle payment during processing. This causes two harms : failure to pay down accrued interest and failure to process escrow payments. At this point I have no faith the payment system is displaying correct information about the loan and I have no reliable way to reconcile to correct amount of interest charged.
Company Response: Closed with explanation

Timely Response

2019-10-02

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-02

Sarasota, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: They have dragged the remodification process out for over XXXX years. They was always a missing document or piece of information requested. By the time Id receive notice, other forms expire and wed have to start over. I was recently denied remod again due to paperwork. They have changed their phone system to where you need an extension to speak with someone to resolve this issue. I have no extension and can not move forward, the call drops.
Company Response: Closed with explanation

Timely Response

2019-10-02

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have been struggling to make our payments for quite some time now. The CFBP was instrumental in helping to stop the sale of our Home in XX/XX/XXXX due to errors by the lender resulting in raising our payment substantially. We have not been able to recover from all the extra time and expense since that error. We made the decision to sell our home. It's been listed for several weeks now. We are confident it will sell as is our realtor. We have kept in touch with Mr. Cooper reps however they were non-responsive to our latest request dated XX/XX/XXXX in writing asking for a loan forbearance while our house is being marketed. We made a good faith partial payment with this letter however the payment was returned with no mention of the forbearance request.
Company Response: Closed with explanation

Timely Response

2019-10-02

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-01

Richmond, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response