NATIONSTAR MORTGAGE

2019-08-26

Riverdale, GA

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Yorba Linda, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made a complaint earlier regarding this matter, the reason I withdrew my authorization was because I received a letter from my previous mortgage company that they accidentally increased my monthly payments by {$180.00} and I also made that payment. so because I made that payment I withdrew my authorization, I did not do anything wrong in that, kindly coordinate with XXXX regarding this. The loan No. is XXXX
Company Response: Closed with explanation

Timely Response

2019-08-26

Okc, OK

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Rosenberg, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Mount Morris, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Rancho California, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was notified that effective XX/XX/XXXX, my escrow payment would increase by {$980.00} due to a projected shortage of {$13000.00}. Mr Cooper stated that my beginning balance as of XX/XX/XXXX was XXXX and it need to be at {$10000.00}. Mr Cooper had taken over the Mortgage from Seterus as of XX/XX/XXXX. They claimed that at the time they assumed the account, my escrow balance was XXXX. On XX/XX/XXXX, I communicated with Mr Cooper that I had been paying my Escrow regularly for a long time, and was not aware of any shortages when my account was with Seterus. On XX/XX/XXXX, Mr. Cooper corresponded to me : We have reviewed the Seterus Escrow Analysis ( EA ) statements generated in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and each review of determined a shortage of escrow funds. However, I saw several issues in their analysis, which I communicated to them on XX/XX/XXXX : XX/XX/XXXX ending balance of {$630000.00} yet next statement shows beginning balance of XXXX. XX/XX/XXXX ending balance {$6500.00} yet next statement shows beginning balance of - {$3900.00} XX/XX/XXXX ending balance {$230.00} yet next statement shows beginning balance of - {$1600.00} Between XX/XX/XXXX and XX/XX/XXXX, {$58000.00} was paid in to escrow yet only {$36000.00} was paid out of the escrow account. With an assumed initial balance of $ XXXX, on XX/XX/XXXX my balance should have been {$20000.00} All the Seterus Escrow reports seem to not properly carry the balance forward. I also find it difficult to believe that Seterus would have allowed my balance to get so low. On XX/XX/XXXX, Mr Cooper replied that they were still investigating this. No further communication has been made. I have been paying the additional payments as requested, but this is proving to be a financial hardship for me.
Company Response: Closed with explanation

Timely Response

2019-08-25

Garrett Park, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I got a loan through XXXX XXXX XXXX ( XXXX ) for the purchase of my home. On XX/XX/XXXX I got an email from XXXX stating that my loan would be transferred to Nationstar Mortgage LLC d/b/a Mr Cooper effective XX/XX/XXXX. The letter also indicated that if I was set up for auto pay everything would roll over and the terms of my loan wouldnt change. On XX/XX/XXXX Mr Cooper took out XXXX to cover my principle, interest, taxes, and insurance. On XX/XX/XXXX they then took out XXXX which wasnt the usual {$1400.00}. I called them on XX/XX/XXXX and they told me that my insurance wasnt escrowed. I gave the girl XXXX phone number so she could get what she needed from them. Almost a month later I have still not heard from Mr Cooper to confirm that my payments are not back to XXXX and what difference I need to pay to bring my escrow balance up so its not short. I also made a follow up call on XX/XX/XXXX only to be transferred several times and for another girl in the escrow department to tell me that my payments still do not indicate the correct amount. I want Mr Cooper to work with XXXX and get whatever they need from them. The second girl I spoke with on XX/XX/XXXX also informed me that they did receive the documents from XXXX so I dont understand the issue and why this hasnt been corrected so that my XXXX payment isnt short as well.
Company Response: Closed with explanation

Timely Response

2019-08-25

Fort Worth, TX

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: We did not receive any information that our Jr. loan was a balloon mortgage ; we had no notification that it was coming to maturity ( whatever that means ). We didn't know what a balloon even was. We have our payments automatically drafted out of our accounts and in XXXX I received a text that we are behind on payments which confused me because all payments were drafted automatically. I immediately called Mr. Cooper to find our what was going on and what was a balloon. The explanation given that is what we signed up for it 15 years ago. First of all, once a balloon was explained to us, we would have never agreed to pay in full what was left on the loan. No way would we ever agree to pay {$17000.00} in one payment. I asked them why I wasn't mailed a letter or notified this was going to happen the first XXXX. Mr. Cooper stated that they sent emails and listed on our account. The only physical letter I received was that our Sr. loan payment was going up starting in XXXX, so I let our bank know. We didn't receive any communication on the smaller loan until I received a text saying we are delinquent on our loan payment and to call. That's when I called and found out we had a balloon loan and what it was. They told there is nothing they can do except sell my home and use the equity to pay off the loan. I shred with them that's not an option. I asked if there was way to continue to pay as we have been for the past 15 years and they said no. My complaint is that I didn't receive anything paper or email ; but they sure knew how to text me when I was delinquent on paying {$17000.00} on the spot. Now we are in a situation of losing our home ; not an option! I don't have any papers or emails to send to attach to this complaint because we didn't receive anything!
Company Response: Closed with explanation

Timely Response

2019-08-24

Temperanceville, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: An escrow analysis was done and increased by payment to almost the double amount. When I inquired to determine the reason, my homeowner 's insurance billed amount was incorrect. The address for this mortgage company is XXXX XXXX XXXX, XXXX, VA XXXX The homeowner 's insurance billed amount was incorrect. The amount of XXXX has been deducted from my escrow account, paid to XXXX, from my escrow account, paid to XXXX, which had no policy for this property and refunded by same. and the insurance amount paid is for my other property at XXXX XXXX XXXX XXXX VA XXXX. Nationstar Mortgage has no insurable interest for the property at XXXX XXXX XXXX XXXX VA XXXX. I worked with XXXX to determine that Nationstar had accessed the business to business website and fraudulently gained the insurance amount for XXXX XXXX XXXX XXXX VA, XXXX, which was a violation of my financial privacy. Additionally, the funds they removed from my escrow account to pay a debt that was not due from me. I contacted Nationstar on XX/XX/2019 about this issue. through the messaging portal fro their website. I received a reply on that my inquiry had been forwarded to the insurance department for review on XX/XX/XXXX. On XX/XX/XXXX, I replied that my issue had not been addressed. The subsequent communication on XX/XX/XXXX and XX/XX/XXXX was via my personal email, XXXX. Next, on XX/XX/XXXX, I received an email stating they received my inquiry was to establish an escrow account. I replied again via email and stated my issue was still unaddressed. On XX/XX/XXXX, I received another email response again referencing my to establish an escrow account, which I never made. I replied on the same day again stating this was not my issue and my issue was STILL unaddressed. the increased mortgage payment, due on XX/XX/XXXX would not be paid at the current amount. I further advised that as I had not received any resolution I received no further correspondence. On XX/XX/XXXX, I contacted Mr. Cooper via their online messaging portal and advised there had been no resolve and from them, I would be seeking elsewhere. On the XX/XX/XXXX, I received 2 separate response, one to acknowledge receipt and the other to apologize for the poor customer service and that the issue will be forwarded to customer relations. On XX/XX/XXXX, I received a letter by email restating the payment of {$3800.00} to XXXX and the refund. As well, the use of the {$3800.00} as a basis for the escrow analysis. Still, no reference was made as to why they used the amount of the insurance cost for my other property or their basis or right to access this information. My response addressed this specifically in my email response today, XX/XX/XXXX. All of these events occurred in this calendar year, 2019
Company Response: Closed with explanation

Timely Response

2019-08-24

Spfld, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-23

Ferndale, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We fell behind in our mortgage with Seterus , Inc. who was bought by Mr. Cooper. I have spoke to our representative who advise us to send payments in and they will put it into an expense account which we have done. Ive asked for a repayment plan to avoid any forecloser and they advised we need to do this. Now when I check our account the money we sent them is coming back to us. We can afford to be on a repayment plan. In the past couple of years I havent had the opportunity to work in the summer. Im now working 2 jobs as well as my husband. We are able to make our monthly payments which we have been doing we just need to catch up on the 4 months were back and would like to add to our monthly payments over 6 months to do so.
Company Response: Closed with explanation

Timely Response

2019-08-23

OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was transferred to Mr Cooper effective XX/XX/2019. I made XXXX and XXXX payment. I sent up autopay with my bank for the XX/XX/2019 payment and due to a technical issue the XXXX payment did not get processed. I was unaware that the payment had not been sent. Upon notice that Mr Cooper had not received a payment I immediately sent the XXXX and the XXXX payment. I called Mr Cooper to see if I could resolve the situation and they said they didn't care if it was a bank problem or not and they were reporting the late payment to the credit agencies. This dropped my credit score 70 points and I am unable to refinance this property. The current rate is 6.875. Auto pay is working and there have been no late payment nor will there be. Since this occurred right have a transfer can this be corrected.
Company Response: Closed with explanation

Timely Response

2019-08-23

Norwalk, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-23

Weston, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am submitting a complaint because I was told that the mortgage company can not file a allonge that is not attached legally to the note, it can not be submitted separately, also why did they submitted a note that includes my ex-husband which is not current. I have attached what was was submitted to the court.
Company Response: Closed with explanation

Timely Response

2019-08-23

Hamburg, MN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-23

Oxford, GA

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: My wife and I relocated to Georgia 1.5 years ago. For 9 months we've been out of a kitchen & laundry room ( insurance claim ). For the past 2 months we have been working diligently with Mr. Cooper to take action on the necessary steps required to have funds released for our contractors to complete the repairs and every single time we provide them with what they need, they change their tune and add additional requirements. We have spoken to Mr. Cooper at least a dozen times and they assure us every single time " that's all they need '' ... until it's not. Quite frankly, I believe what is happening is they are holding on to the roughly {$40000.00} to profit off of our hardship. This is ridiculous.
Company Response: Closed with explanation

Timely Response

2019-08-22

UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Nationstar/MrCooper is reporting a late in 2016 that was not my fault. It was XXXX XXXX error. XXXX XXXX has notified the mistake on their end. This late is not my fault and should be removed off of my credit file.
Company Response: Closed with explanation

Timely Response

2019-08-22

Simi Valley, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I sold my house located at XXXX XXXX XXXX, XXXX Fl XXXX on XX/XX/XXXX. I was behind on payments and I called Mr Cooper aka Nationstar to inform them house was being sold. I requested a payoff and they sent one that was good through XX/XX/XXXX. My closing lawyer contacted them on XX/XX/XXXX to get the payoff amount verified before they sent the wire. Once amount was confirmed with Nationstar/Mr. Cooper the wire was sent and confirmed. On XX/XX/XXXX my lawyers office received a message saying the wire transfer was being returned because it was not sufficient to pay off the outstanding amount. Yet this amount was confirmed and here they are 14 days later saying they sent it to legal for foreclosure proceedings to begin on XX/XX/XXXX! Remember we sent wire on XXXX XXXX. Below is the emails that were sent to Mr. Cooper/Nationstar and they are refusing to accept their gross negligence and have now hired an attorney to sue me for the outstanding balance. Fwd : ***URGENT*** re : XXXX XXXX , Loan # XXXX ; Payoff Inbox XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation. The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ). We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXXXXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation. The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ). We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX Fwd : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation. The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower ( the seller ). We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX : XXXX XXXX : XXXX XXXX, Loan XXXX XXXX ; Payoff Inbox x XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Sending each email individually to you, this is the initial email to their research claims department. Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation. The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX ( supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ). We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) to me Email follow up 2 -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX Subject : Fwd : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX We have still not received any response to the email below on this most URGENT matter. Kindly confirm receipt of this email. Under Florida law, the lender is obligated by statute to release the mortgage within 60 days of payment in full. Our law firm timely submitted payment in full pursuant to the attached payoff. Mr. Cooper wrongfully rejected the payment. Please email or call our office and ask for XXXX XXXX, XXXX XXXX or myself. We look forward to hearing from you today. Our cutoff time for sending wires is XXXX XXXX. Eastern time. Time is of the essence and your immediate attention is needed. We look forward to hearing from you. Forwarded Conversation Subject : Fwd : ***URGENT*** re : XXXX XXXX XXXX XXXX # XXXX ; Payoff -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX To : XXXX XXXX XXXX Sending each email individually to you, this is the initial email to their research claims department. Best, -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : ***URGENT*** re : XXXX XXXX, Loan XXXX XXXX ; Payoff To : XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good Morning, Please be advised that our law firm properly wired payoff funds pursuant to the attached payoff ( the " Payoff '' ) to Mr. Cooper on XX/XX/XXXX ( the " Wire '' ). See attached wire confirmation. The Payoff expressly states on page 1 that the total payoff amount is {$110000.00} good through XX/XX/XXXX. The Payoff on page 2 explains that " This payoff quote is good through the date listed on the front page. However, if you are in default and a foreclosure sale is scheduled prior to the expiration of the good through date, you MUST contact us prior to the foreclosure sale for an updated and accurate payoff amount. '' Here, my office contacted our title insurance underwriter on XX/XX/XXXX to search the public records to confirm that there was no pending foreclosure ... there was no notice of lis pendens filed ... the property was no where near a foreclosure sale being scheduled. A foreclosure was not even filed. Even so, in an abundance of caution, before submitting the Wire, my office called Mr. Cooper on XX/XX/XXXX and confirmed that the amount in the Payoff is the correct amount. My company then sent the Wire per the attached payoff and received the attached wire confirmation on XX/XX/XXXX. Our wire confirmation expressly references the property address, our file number and our telephone number in the additional information section. Nevertheless, Mr. Cooper failed to notify our office until XX/XX/XXXX at approximately XXXX XXXX, when it rejected the Wire alleging insufficient funds! I direct your attention to Florida Statute Section 701.01, which provides for prevailing party attorneys ' fees in any civil action arising under this section concerning payment of funds to a mortgagee pursuant to a payoff. The mortgagee has 60 days from receipt of payment to satisfy and release the mortgage of record. Our firm handled the closing, collected funds from the seller per the Payoff, wired the correct amount to Mr. Cooper, and Mr. Cooper wrongfully rejected the wire. My company was on the phone with representatives of Mr. Cooper for several hours on XX/XX/XXXX XX/XX/XXXX, and was informed by XXXX XXXX XXXX supervisor ), XXXX XXXX ( escalation customer service ) and XXXX XXXX. ( loss mitigation ), that the reason for the rejection was a {$530.00} legal fee because the loan was sent to legal on XX/XX/XXXX! Even if it were submitted to legal for foreclosure XX/XX/XXXX, per the express terms of the Payoff, my company collected from the Seller the correct payoff amount and timely submitted those funds to Mr. Cooper on XX/XX/XXXX. Representatives of Mr. Cooper informed my firm that attempts to contact my firm failed because Mr. Cooper representatives dialed our telephone number incorrectly ( i.e., they dialed XXXX instead of XXXX ). That was no fault of my company or your borrower XXXX the seller ). We now have a buyer that may have a title claim against our firm if this mortgage is not timely satisfied and released as a lien on the subject property. We have a seller that is upset and may not return our calls, let alone wire additional funds to us. Our firm complied with the terms of the Payoff. The disconnect is with the processes of your company and the express terms set forth in Mr. Cooper 's payoff letter. We are happy to resubmit the Wire per the terms of the Payoff today for the amount set forth in the Payoff in exchange for a prompt release and satisfaction of the mortgage. Otherwise, we will have no choice but to commence legal proceedings against Mr. Cooper and seek all damages, including our legal fees and costs, which keep escalating. We appreciate your immediate attention to this time-sensitive matter. Please contact me or my processor, XXXX XXXX, directly at XXXX or via email at XXXX. We look forward to hearing from you this morning. Best, Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( " UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents. Wire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account. -- Best Wishes, XXXX XXXX Closing Attorney XXXX XXXX XXXX, XXXX XXXX : XXXX fax : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, FL XXXX CONFIDENTIALITY NOTE : The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Thank you for your cooperation. Disclaimer regarding Uniform Electronic Transactions Act ( " UETA '' ) ( Florida Statutes Section 668.50 ) : If this communication concerns negotiation of a contract or agreement, UETA does not apply to this communication ; contract formation in this matter shall occur only with manually-affixed original signatures on original documents. Wire Fraud Alert : If you receive an email from me personally, XXXX XXXX XXXX, XXXX or any other office or person requesting you wire or transfer funds to our office, you must verify any funding instructions you receive by telephone conversation with me before doing so, using contact information found from an independent source, such as the sales contract or internet. Failure to do so can result in lost funds. Criminals are targeting the real estate and legal counsel professions. WE DO NOT USE AN INTERMEDIARY BANK OR ANY BANK OTHER THAN XXXX XXXX. Please proceed with caution. XXXX XXXX XXXX, XXXX is not responsible for any wires sent by you to an incorrect bank account. -- -- -- -- -- From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX XXXX To : XXXX XXXX XXXX Email follow up 1 to them -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : Re : ***URGENT*** re : XXXX XXXX, Loan # XXXX ; Payoff XXXX XXXX XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Good afternoon. We have less than 30 minutes Eastern time to initiate a wire to Mr. Cooper. We still have not received any response to the email below. This mat XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 3 days ago ) I Have now received a letter from the law office of XXXX in XXXX Fl saying Nationstar is suing me for XXXX which now includes legal fees. I am not paying one penny more then what was originally owed to Nationstar/Mr Cooper on XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-08-21

Macomb, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-21

Okc, OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I would like to add to the complaint - # XXXX I have attached letters from Mr. Cooper since submitting my complaint, I do not want my house foreclosed on.
Company Response: Closed with explanation

Timely Response

2019-08-21

Dolton, IL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-08-20

Superstition Mtn, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Trying to re-fi a mortgage to XXXX from Mr Cooper. Mortgage was taken over by Mr Cooper from XXXX. XXXX and Mr Cooper are preventing me from changing my mortgage to XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-20

Mogul, NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response