NATIONSTAR MORTGAGE

2019-08-20

Santa Ysabel, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I purchased a mobile home together with the lot and closed on XX/XX/2019. The attorney obtained a payoff demand letter for balance due of $XXXX (see attached) from the lender, Mr. Cooper aka nationstar. The closing agent/attorney wired the funds and was accepted by lender. The lender has failed to release the lien against the mobile home as of this date even though it is required by state of Florida to file release within 10 days of payoff (see attached state form). My attorney has requested number of times (see attached emails) for the release but get the run around. Without the lien release I can't have the mobile home reg. in my name. Further more the county tax collection won't let me retired the home to the lot. I can't sale the property either. I do hope the bureau can assist me in this matter and have the lender release the lien for which they took my funds for.
Company Response: Closed with explanation

Timely Response

2019-08-20

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: HelloI am trying to payoff my mortgage with a company Mr Cooper(a/c XXXX)Should be a simple process but not with Mtr CooperFirst of all, they only let you pay up to 90% of the principal using it's web site, so only was able to pay $XXXX online on XX/XX/2019.On XX/XX/XXXX I requested a payoff amount , while charged $XXXX expedited fees.The payoff amount I received was incorrect as Mr Cooper fail to apply my $XXXXtowards my principal even though it should be same day payments.For the rest of my unpaid balance onXX/XX/2019 I sent a wire from my checking account at XXXX XXXX XXXX bank for $3,710.00.Mr Cooper never applied this wire towards my unpaid balance, they used escrow funds to payoff my mortgage so the $XXXX I wired on XX/XX/XXXX are still missing as of today, XX/XX/2019, despite several phone calls and messages I sent through MrCooper web site.
Company Response: Closed with explanation

Timely Response

2019-08-20

Chicago, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Despite all my payments being on time and having thousands of dollars in my escrow account, Mr. Cooper failed to pay my homeowners insurance resulting in it being cancelled. They mailed me a letter saying that they are going to purchase likely expensive insurance on my behalf. My insurance agent said that they claimed to have the incorrect policy number, and he has been reaching out to them to try to get them to pay for over a week and they have not. They did not pay my homeowners insurance from escrow despite sufficient funds, which led to it being cancelled and a lapse in coverage. They also have failed to pay for a new homeowners insurance policy that I was forced to purchase because my old policy was ineligible for renewal after lack of payment. Mr. Cooper has locked me out of my online account and will not speak to me about my account on the phone because it is "under litigation" (likely for building violations that I am resolving with the city and are unrelated to my ability to pay the mortgage).
Company Response: Closed with explanation

Timely Response

2019-08-20

Denham Spgs, LA

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

Timely Response

2019-08-19

Antioch, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: 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, TX XXXX Dear Mr. Cooper, Regarding the letter I sent you datedXX/XX/2019 via Certified U.S. Mail # XXXXXXXX, 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 OwnerXX/XX/XXXX. In part that letter read, “I hereby demand absolute 1st hand evidence from you of the original uncertificated or certificated security regarding account #XXXXXXXX.”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,XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-08-19

Rupert, ID

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-19

Cheverly, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: First,my escrow payment increased $XXXX and the mortgage lender "Mr. Cooper" is unable to accurately provide the details of the increase due to the transfer of two service providers in the same year. Its quite possible that amounts/payments/ transfer information may have been lost with the transfer of service providers.Secondly, Mr. Cooper hasn't paid my semi annual tax bill that was due in XX/XX/XXXX/XX/XX/XXXX and is unable to explain why?
Company Response: Closed with explanation

Timely Response

2019-08-19

Aberdeen, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-19

Naples, FL

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-19

Woodland Hills, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-19

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-16

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-16

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-16

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: As my husband passed away in XXXX. XXXX, I asked Loan Modification to The loan company, They asked to send Deed, Death Certificate. They told me I dont need to pay till the Modification approved. It took long time to get the dearth cert from XXXX. ( My husband passed away in XXXX ) Finally, I got the cert in XX/XX/XXXX, and sent it. But its too late. I received many letters from realtors or refinance companies.Some letter says Sales date XX/XX/XXXX What? its going to foreclosure now? I called the loan company, but they say the modification is processing. I dont know whats going on now. Please advise me. And PLEASE STOP THE FORCLOSURE if its going on.
Company Response: Closed with explanation

Timely Response

2019-08-15

Fort Macarthur, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-15

Dayton, WY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been in negotiations with Mr. Cooper/Nationstar for more than 5 years. During this time, I have attempted multiple loan modifications as well as multiple Pay-Off Settlements. Also during this time, my mortgage has changed ownership more than once, as well as apparently locations. Mr. Cooper has proved fraudulent and conflicting information regarding the address of the Assignee/Owner of my mortgage. In a document sent from the mortgage Servicer, Mr. Cooper, on XX/XX/2019, Mr. Cooper states that their records indicate that XXXX XXXX XXXX, XXXX. as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX is the current owner of the loan. With the contact information being XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX The XXXX County Clerks office records the Assignee being XXXX XXXX XXXX , XXXX XXXX, AS TRUSTEE FOR XXXX XXXX XXXX XXXX XXXX XXXX XXXX MORTGAGE PASS-THROUGH CERTIFICATES, SERIES XXXX AT XXXX XXXX XXXX XXXX, XXXX, TX XXXX Mr. Cooper 's Attorney, and Mr. Cooper associate, Ms.XXXX both have confirmed in writing this to be the correct address of the Assignee/Owner of my mortgage. A simple XXXX search shows that the address : XXXX XXXX XXXX XXXX, XXXX, TX XXXX in fact does not belong to XXXX XXXX or Nationstar DBA Mr. Cooper. The owner of the address at XXXX XXXX XXXX XXXX, XXXX, Tx XXXX, is in fact XXXX XXXX XXXX. Mr. XXXX, who is the Facilities Manager of XXXX XXXX XXXX has confirmed in writing that XXXX XXXX XXXX is the sole tenant of the building at this address. In addition, after the origination of my mortgage, alteration of the Note took place. After the origination of loan, the Note was stamped with the name of alleged Robo Signer, XXXX XXXX XXXX, Assistant Vice President of XXXX XXXX XXXX, XXXX. This stamp is not accompanied with a Notary Stamp to confirm a date or its validity, and appears ABOVE the signature of the Defendant ( Borrower ). As specified by Uniform Commercial Code 3-407. ALTERATION, ( a ) " Alteration '' means ( i ) an unauthorized change in an instrument that purports to modify in any respect the obligation of a party, or ( ii ) an unauthorized addition of words or numbers or other change to an incomplete instrument relating to the obligation of a party. ( b ) Except as provided in subsection ( c ), an alteration fraudulently made discharges a party whose obligation is affected by the alteration unless that party assents or is precluded from asserting the alteration. No other alteration discharges a party, and the instrument may be enforced according to its original terms.
Company Response: Closed with explanation

Timely Response

2019-08-15

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-15

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Received trial modification agreement from Mr. Cooper made 2 trial payments to Mr. Cooper, last payment was made on line per their written instructions. The payment posted to my account on Mr. Cooper website but the funds were not withdrawn from my account. Mr. Cooper sent me a letter canceling the modification trial period stating I defaulted on my payments. I was instructed to resubmit the modification request to stop the foreclosure sale of my home. The mortgage modification request has been submitted per Mr. Cooper. Mr. Cooper has collected funds for the trial but you are trying to foreclose on my home. XX/XX/XXXX, XXXXSpoke with XXXX, Ext # : XXXX with Mr. Cooper, I advised that I was calling to inquire about trial payments because payments were still in my account. He stated that Mr. Copper system show I paid for XXXX, XXXX and they were waiting on XXXX,. He's not sure what Mrs. XXXX was looking at but they have received her trial payments Please Help
Company Response: Closed with explanation

Timely Response

2019-08-15

Okc, OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I bought my first house in XX/XX/XXXX and my mortgage company went thru XXXX, my first payment was XX/XX/XXXX. I got with my bank and they began having my mortgage payments drafted from my bank account beginning in XX/XX/XXXX twice a month. Everything ran smoothly until XXXX of XXXX when XXXX transferred my loan to Mr. Cooper. Being a first time home owner my bank continued to draft my payments to XXXX until Mr. Cooper sent me a letter stating my past due balance, I emailed Mr. Cooper and XXXX ( researchincoming - Mr. Cooper & XXXX XXXX in XXXX of the payments made showing that my loan was current and XXXX needed to transfer my payments to Mr. Cooper, I spoke with XXXX several times trying to get my payments transferred. In XX/XX/XXXX I had to pay {$2000.00} the loan payments I had already paid for to keep from foreclosure. Finally in XXXX they credited my account and I didn't need to make a payment until XX/XX/XXXX. I had already paid {$670.00} on XXXX which was put into Unapplied Funds with Mr. Cooper and completed my XXXX fee of {$670.00} on XX/XX/XXXX. I also made a payment of {$330.00} on XXXX. I have made a payments to keep my loan current but since my payments are partial payments they continue to keep them in Unapplied Loans and continue to send me letters and threaten late fees. I have called them several times but they insist since they are partial payments they will not move them to my balance. I am a single parent who has suffered health issues and I pay my dues timely. I am unable to speak with a representative from Mr. Cooper any longer due to my health and the fact they do not listen. Mr. Cooper states I owe {$1600.00} for XXXX and that exact dollar amount is in Unapplied Funds. I am unable to pay my mortgage at this time in 1 payment, I will continue to pay 2 monthly installments like I always have. Also, I didn't receive a letter from XXXX for resolution until XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-08-15

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The reason for my complaint are based on a number of factors. First and foremost, we encountered a hardship which lead to our loan falling behind. As a result, I reached out to my servicer Mr. Cooper in XX/XX/2019to explore all retention options available in effort to avoid foreclosure such as a repayment plan, modification, or any other home retention program. I was advised that they would open a "Workstation" and submit a package to me for consideration and to wait for the package to arrive.On XX/XX/2019, I called back and spoke with an associate by the name of XXXX which advised me that my loan was denied for the Flex Modification on XX/XX/2019. She was unable to provide an explanation. Furthermore,I questioned how was this possible if I never received the Loss Mitigation Package nor was any information supplied. XXXX was unable to answer my question. She advised me that a denial letter had not been generated and to allow 7-10 business day to receive and that there would be detailed information pertaining to the denial. We never received this letter. In speaking with a friend, I was advised that I had a "Right to Appeal" and that I had 30 days from the date of the denial letter (Never received) to appeal. From the date of denial provided verbally on XX/XX/2019 through XX/XX/2019 and after several attempts to acquire the denial letter, one never came. As a result, e-mail communication was sent to my case worker onXX/XX/2019 formally providing a "Written Appeal". I called back on XX/XX/2019 and was able to confirm that the appeal was received and was being reviewed by the assigned associate.XX/XX/XXXX, I was advised that my modification was denied and that I would receive a denial letter concerning why they were not able to offer a modification. That letter never came. I called back onXX/XX/2019 after not receiving the letter to determine if I was ever considered for a repayment option. I was advised no. Obviously this answer was concerning as I requested for consideration of all retention workout programs and that was not done. It is my belief based on what has occurred over the past several months that my loan was not adequately reviewed for all retention options. I am XXXX years old and I do not want to lose my home. Between the income my wife and I receive, we make sufficient income to prove that we have the financial ability to retain our home and all we want is an equal opportunity to be considered for a program that would allow us the opportunity to reinstate our mortgage through a repayment plan option. I currently have XXXX toward the total arrears and all we need is a little more time to bring this loan to a current status. During this entire time, I have made multiple efforts to make payments on my mortgage however; Mr. Cooper refused all payments.
Company Response: Closed with explanation

Timely Response

2019-08-15

Scottsdale, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: They are not reporting my monthly mortgage payments. The last reporting was in XX/XX/XXXX when they should have reported in XX/XX/XXXX also. They also neglected to report my payments from XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX this is causing me financial harm as I cant go forward with a refinance which I have a court order for it to be completed before XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-15

Babylon, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-14

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-14

Old Westfield, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-14

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response