NATIONSTAR MORTGAGE
Consumer Complaints
There are over 21508 complaints on file for NATIONSTAR MORTGAGE. Dated between 2019-12-11 and 2012-03-15.
Complaints Page 17
2019-09-10
OH
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: How do these people get away with what they do to people!?!? They told us, In order to do a moderation you cant make payments on the account until the moderation has gone through. Well, 8 months later after a very lengthy conversation back and forth of why the moderation was never sent to the under writers. Literally things like the phone number was in the wrong place so we had to resend the documents or the address was to low, or the name wasnt legible, you name an excuse, they gave it to us. So once they said too much time had gone by and wed have to start over again, I said no way, because for one they put our house into active foreclosure!!! It set to go for sale on the XXXX. We are trying to send them the money. They dodge our calls, put us on hold and hang up, give us bogus ways that they know wont work to get the money to them because they want our house! Not to mention, every time I call them they tell me this amount is good until the sale on the XXXX, then I finally get someone, by getting around their dodging us and the amount goes up XXXX $ more in 2 days!!!!!!!!
Im lost and only have a few days left. Someone please help me and let me know what to do. We cant loose our house because they want our oil and gas land!!!! Please HELP!! Tell me what I can do to stop this! We live in a small town and dont have attorneys-that are big enough to take the case. Im so lost. How do they get away with this???? Why is this legal??? Why isnt there more help out there for people being victimized by these big banks????
Company Response: Closed with explanation
2019-09-10
Liberty Township, OH
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-09
Clermont, FL
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: Today, I made a call to XXXX and was instructed to place another dispute with the CFPB against Mr. Cooper to get this situation fixed. The representative I spoke to said that this needs to be resolved on Mr. Cooper 's end and I will not be giving up until this is 100 % resolved to my satisfaction, the correct way as I have done NOTHING WRONG to deserve what Mr. Cooper has done. It shows up on my wife 's, it should be on mine!!! She said I need to request this be escalated to the highest level it can go because the run around I am receiving is absolutely absurd and it needs to be reviewed by a fresh set of PROFESSIONAL and EXPERIENCED eyes.
1. The first item I have attached is the email Mr. Cooper denies receiving ... To quote XXXX XXXX XXXX, You indicate that an email was sent to XXXX XXXX on XX/XX/2019. However, we do not show that any correspondence was received on that date. While this may not be the response you were hoping for, we trust that we have addressed your concerns. the email we sent to Mr. XXXX XXXX. Please see the attached document dated XX/XX/2019. It is the email sent from our personal email to him, as according to every search online, email is the only method of communication to reach him. This attachment clearly shows it was sent by us to him. This clearly explains EVERYTHING from day one I decided to file a dispute with the CFPB. Sorry this isnt what you wanted to see 2. The next items I have attached would be the " Fixed Rate Dispute '' screen shots from directly from our credit reports that Mr. Cooper word for word denies. It is 100 % impossible for a dispute to be added to a credit report unless a dispute is filed. If you learn how to read, all of these are related to a FIXED RATE! Not once have we EVER disputed our fixed rate! I called XXXX and questioned this the very day it appeared on my credit report and they explained that YOU, MR. COOPER, added this to our credit reports. They informed me that a credit counseling service was utilized and WE NEVER USED ANY TYPE OF SERVICE EVER! THIS IS STRAIGHT UP FRAUD! I IMMEDIATELY DISPUTED THIS DISPUTE RIGHT THEN AND THERE. It is notated on there. XXXX informed me that Mr. Cooper did this. In fact, they also stated the only way it can be removed from both myself and my spouse IS BY YOU! This will be removed by Mr. Cooper from our XXXX immediately because this is FRAUD.
3. Also attached is a screen shot of the communications page from our account on the Mr. Cooper website. Our last ONLINE communication to us from Mr. Cooper is dated XX/XX/2019 as you can see on the website where we were informed we would receive an update and, " Thank you for your inquiry. Unfortunately, the research required for your inquiry will likely exceed the 30 business days that we anticipated we would need to resolve the request. Our analysts continue to work toward resolving your issue, and we will remain in contact with you as we work toward a resolution, which will be provided within 15 business days of the original 30 business day deadline. We greatly appreciate your patience. '' We never received any further communication after that. I do believe that is a direct violation of that timeframe, correct? What is the penalty? The email you attached from your end dated XX/XX/XXXX? Your letter head from your system with no time stamp. You more than likely typed it up and attached it right to the CFPB website right then and there. How do I know? Mr. Cooper NEVER directly emails us! Thats why it isnt listed in our account communications from Mr. Cooper and you sent it as an attachment. IT IS A FAKE! Mr. Cooper is in direct violation of Real Estate Settlement Procedures Act ( RESPA ). Keep in mind, damages are up to {$2000.00} plus you cover our attorney fees I believe AND court costs? There may be more but we would need to consult a professional.
4. When speaking to XXXX, I was told that it is Mr. Cooper who needs to have my account trade line reinserted. It is YOUR responsibility. It should NEVER take this long. The woman said it is BOGUS for you to be telling me it isn't a guarantee, especially when it was removed due to error not on my end, when it was marked as discharged in bankruptcy when it never was. She looked at my credit report and saw everything. She saw the mistakes. She said that Mr. Cooper should have ONE representative from the credit reporting agency that it should be dealing with directly and I should never be told that Mr. Cooper isnt hearing back from someone, that it will take multiple attempts, and that it would take many months to complete. She also provided me with a phone number to provide to you if you are in need of a XXXX Representative for future assistance to get this resolved ASAP XXXX for Marketing. How nice of them to assist you and me!
5. Once again, I quote XXXX XXXX XXXX, After completing our investigation into the aforementioned issues we determined that overall, there were no errors on our part. However, you have the right to access the documents we used in this investigation and we have included those documents in this letter for your records. Those documents are : Transaction History Previous Response and Enclosure Research Request Letters ( 3 ).
Allow me to clarify these for you. Transaction history for both myself and my wife do not match and we WILL NOT do your job for you. Please have YOUR PEOPLE MAKE THEM MATCH. In other words, DO YOUR JOB! Previous response and enclosure? Your previous response was crap, lets be real here. It flopped the first time and it flopped here too. XXXX has called you out on it by providing you with a phone number to make it right. Guess what? MAKE IT RIGHT. Denial is the longest river and you are on one heck of a boat. Research request letters, 3. More like 2 and one fabricated letter that you wrote just to attach to this website to avoid us taking legal action. It didnt work. Take a look at everything I am attaching to disprove everything you FAILED to attach. You WILL fix what we are demanding and then we will see about collecting what we are legally entitled to since you have violated the law.
Company Response: Closed with explanation
2019-09-09
Glendale, CO
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: Attention : Consumer Financial Protection Bureau File number : XXXX XXXX XXXX-XXXX SS # XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Colorado XXXX DOB XX/XX/XXXX Company Disputing : Seterus, Mr. Cooper Disputing to remove Late Charges for the Months mentioned below.
Phone : XXXX Email : XXXX This dispute is regarding my ex-mortgage holder, Seterus ; that claimed late payments on my report for the months XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I contacted the company that purchased Seterus in XX/XX/XXXX, Mr. Cooper. In XX/XX/XXXX I requested that these claims be removed from my credit report, they responded with a letter XX/XX/XXXX claiming that they are required to report payment history accurately and altering credit information would be reporting inaccurately to the credit reporting agencies.
Document 1 Letter from Mr. Cooper Document 2 Proof of Monthly payment for XX/XX/XXXX, from bank statement.
Document 3- Proof of payments for XX/XX/XXXX and XX/XX/XXXX from bank statement.
I provided these same documents to Mr. Cooper and I still received no assistance.
I would like CFPB to assist me with the continuation of this dispute, and assist me in gaining some consideration from Mr. Cooper, who has clearly stated that they didnt acquire Seterus at the time that these late charges were filed with the credit agencies, so they do not feel responsible. My position is that Seterus no longer exist, nor do they have a customer service department that continues to help its previous customers before the acquisitioning by Mr. Cooper.
Furthermore, I have filed disputes with the three credit reporting agencys ( XXXX, XXXX, XXXX ) and I have had no success even though I provided the same documentations, they are contacting the same company which has already responded in a letter of their lack of interest due to they had not acquired Seterus at the time that these late payments were filed, so they feel they are not responsible.
I am requesting that the late months in question be removed from my credit report and shown as paid on time, for I have provided the documentation to substantiate this decision. I currently can not apply for a mortgage loan because of this incorrectly reported information, your expedience would be greatly appreciated.
Best Regards, XXXX XXXX
Company Response: Closed with explanation
2019-09-09
La Vernia, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan servicing was transferred from XXXX to Mr. Cooper. It was supposed to be effective XX/XX/2019. There is a regular payment and two additional principal payments I made to XXXX that were not reflected in the balance Mr. Cooper stated I owed. Specifically, the balance XXXX says was transferred was {$460000.00} and the balance Mr. Cooper said I owed in the first statement received from them was {$470000.00}. The balance of {$470000.00} was the principal balance of my loan with XXXX after I made the regular payment to XXXX on XX/XX/2019. I made an additional principal payment on XX/XX/2019 of {$310.00} to XXXX. I also made another regular payment to XXXX of {$2200.00} along with an additional principal payment to XXXX of {$310.00} on XX/XX/2019. The amount of {$2900.00} is essentially missing. I have sent a detailed letter to both companies and had numerous phone calls with both companies. Both companies deny any error. This entire issue appears to possibly be caused by Mr. Cooper 's records reflecting my loan was transferred to Mr. Cooper on XX/XX/2019 instead of XX/XX/2019.
Company Response: Closed with explanation
2019-09-09
Glendale, CO
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
Company Response: Closed with explanation
2019-09-09
Benbrook, TX
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-09-09
Hunter, UT
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-08
La Tijera, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-09-08
Clinton Township, MI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-07
Jacksonville, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I was transferred to Mr. Cooper Loan servicing on XX/XX/2019. Per multiple communicators when Mr. Cooper agents my online account access would be available on XX/XX/2019. When I logged in this morning my online access was NOT available. The website stated that online account access would be available on XX/XX/2019. Clearly this is not the case. I am questioning the integrity of the IT system, Internal Controls, and Data protection policies for Mr. Cooper. Part of the answering service is " Welcome to the Family '' and the motto of the company is " Changing the face of Home loans ''. I do not feel secure in knowing that my loan was transferred to a company that will lie to new home owners.
Company Response: Closed with explanation
2019-09-07
Peekskill, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-06
East Milton, MA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-09-06
Antioch, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Mr. Cooper never answered these questions. The Consumer Financial Protection Bureau ( CFPB ) has noted, in its Official Interpretations of this provision, that a QWR is not required to include both types of requests. For example, a qualified written request may request information relating to the servicing of a mortgage loan but not assert that an error relating to the servicing of a loan has occurred. See 12 C.F.R. Part 1024, Supp. I, 1024.31. Even if the note had been originally valid, you can void it by altering it. If you and the debtor renegotiate the terms and sign off on the changes, that's fine ; if you make a change without the debtor 's approval, it's not going to fly. If you bought the note from someone else and it was altered or void before you took ownership too bad. The fact that you purchased the note in good faith won't make it valid. MR. COOPER XXXX XXXX XXXX XXXX, TX XXXX Dear Mr. Cooper, Regarding the letter I sent you dated XX/XX/2019 via Certified U.S. Mail # XXXX, the letter titled QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST. The letter was received and signed for by your representative on XX/XX/2019. ( See U.S. Postal Receipt below ) On XX/XX/2019 your company received a 14-page Official letter from Property Owner XXXX XXXX XXXX. In part that letter read, I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account # XXXX. Do you now claim, that your company ( doing business as Mr. Cooper ), has answered all the requested documents demanded in the letter that you acknowledge receiving on XX/XX/2019, and that you completely and honestly responded in full, and you declare under penalty of perjury that you answers all my questions truthfully and you have supporting documentation for your claims? Please answer Yes or No, did you respond to this QWR? If not, Why? On the Color Copy of what you claim is the Original Promissory Note, there is a yellow area right of the alleged Bank Stamp which is unexplained and appears to be a Post note or similar item? Please explain what that is in detail? Please explain why the Promissory Note signature page on the item you claim is the Original is missing a big X from the original copy I have from the original signing and now there is a alleged stamp signed by an alleged person who is alleged to be affiliated with a bank company? I am demanding, and expecting, that your company does not report any negative comments or missed payments to any Credit Reporting Companies as you have Failed to prove the Authenticity of your Security. Please provide me with the documents I have requested and a detailed answer to each of my questions within the lawful time frame. Upon receipt of the documents and answers, an exam and audit will be conducted that may lead to a further document request and answers to questions under an additional RESPA Qualified Written Request letter. Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation
2019-09-06
Huntingtn Bch, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-06
Miami, FL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-09-06
Tacoma, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I am XXXX. I am having problems with my mortgage payments. I talked with a counselor and my payments don't add up. I have tried to work with the Mortgage company. They say I am behind since XXXX but I show my bank statements showing payments to them. I did miss XXXX and XXXX but they are saying I owed over {$3000.00} as of XX/XX/XXXX. Then they returned any payments I tried making after that. I got behind last XXXX but on XX/XX/XXXX I thought I got caught up, not missing a payment until XX/XX/XXXX. I was also behind in XXXX. I have a letter explaining all the details but mainly I was behind and was told to make 3 payments and they would work something out. I had the money and then they would not accept anything but {$8400.00}, which I paid even though my statement showed {$5000.00} because I didn't want any trouble. I later wrote a letter to find out where the money went but didn't get a response. I have all documentation. I never have had any paperwork from any lawyer or any documents sent to me or pasted on my house about foreclosure. I don't understand why there is over {$200.00} discrepancy on my monthly payment, why they keep telling me I owe from XXXX and my {$8000.00} payment isn't showing on the accounting sheet they sent me. I am not sure what to send you so I tried pasting major information including important dates, my bank payments, what Mr. Cooper 's statement is showing, fax transmissions and tax information. Please contact me if I am missing more. It has been extremely difficult being on XXXX and I do not want to lose my home. Thank you.
Company Response: Closed with explanation
2019-09-06
Houston, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation
2019-09-06
Louisville, KY
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I filed a complaint XX/XX/19 on Mr. Cooper home loan, nothing was resolved they still resend my checks if I miss one, and throws my account off on whatever day or date they want too, I looked over payment history and they forced another payment to come out because they where trying to foreclosure my home this company is horrible to the community and proud home owners I will report every day if I have to until it is resolved they, are bullies they think they can treat customers any way because of FHA LOAN put big envelopes on your door take pictures of ur house like they bout to sale it tomorrow, if I wasnt a single mom Id pack my things and move, they will not run me out of my mortgage, the paper work the sent over said nothing about how they resend checks if they bounce every week until it clears they dont talk about the harassment in the paper work either all it said was my agreements from cenlar, so nothing got accomplished
Company Response: Closed with explanation
2019-09-05
Coalinga, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-05
Pacific Palisades, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: Closed with explanation
2019-09-05
Chicago, IL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-05
Glastonbury, CT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-09-05
East Rockaway, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: When we bought our home we were under the impressions that we had a fixed rate mortgage. As we have noticed we are constantly getting an increase in our mortgage payments. We have tried to speak to Nationstar Mortgage numerous times but with no one can explain the constant changes in our mortgage payments.
Our annual interest rate is 7.9017 per cent. We have requested that I interest rate is lowered but so far nothing has been done.
We had a second mortgage that was given to us at the time we purchased the home and the interest rate was 10.8378 % on an amount of {$57000.00} that we had no idea that was being done until we went to the closing table and no one explained it to us.
We purchase our own homeowners insurance, we grieved our taxes and we are constantly getting higher payments every few months.
Company Response: Closed with explanation
2019-09-05
CO
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I need a insurance check endorsed. mr. cooper staff hang up on me when I request information on the address to send the check to. I have spent over 6 hours on hold and at least 10 different call regarding the same issue. mr cooper has also lost 3 checks that I have sent with there self addressed envelopes. mr cooper staff told me that the only way they could stop loosing my checks is to set up a auto pay from my checking account. I told them I was not interested. They said they would continue to loosing checks and make my account late in tell I set up auto pay.
Company Response: Closed with explanation