NATIONSTAR MORTGAGE

2019-08-13

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-13

Antioch, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Wednesday, XX/XX/2019 MR. COOPER Consumer Financial Protection Bureau Attn : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX XXXX, TX XXXX Reference : Account # XXXX ( hereinafter the subject loan and is the reference for all questions and requests described below ). Follow-Up on : QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT AND VALIDATION OF DEBT LETTER, TILA REQUEST of XX/XX/2019. Dear Sir or Madam : 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 XXXX XXXX, 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 claim that your company ( doing business as Mr. Cooper ) has answered all the requested enumerated 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? Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-13

Grover Beach, CA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I have been trying to get this resolved for almost a full year. I am fed up and keep getting the run around. What happened : I refinanced in XX/XX/2018. I did a FHA to FHA cashout refi. Which made it so I was due a MIP refund. The lender was Pacific Union which is now Mr Cooper who is servicing my loan. They didn't give me the MIP credit in any way. Usually it is given by lowering the new upfront by the amount that was showing due on my refinance authorization ( FHA Refi Authorization # XXXX ). Please help as it's a lot of money and per the FHA 4000, I was due this refund. Below are all the details, please note the last name differs due to a divorce. Old FHA Case # XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX New Case # XXXX XXXX, XXXX XXXX authorization XXXX Unearned UFMIP : {$3800.00} I have been in contact with numerous people via email and phone calls. My attempts have been extensive. Therefore to list every person I have contacted and all those emails would make this many pages. My last contact was with XXXX XXXX at Mr. Cooper. The latest is FHA won't insure and they had to get FHA to refund me all the other costs and are having to service the loan themselves as a more of a conventional product. With all due respect ; I shouldn't pay for their error. This was due to me at closing in XX/XX/2018. When I closed as a FHA loan. This has caused financial hardship. It caused me to take out a short term hard money loan because I was told FHA would refund that MIP to me within a couple months of closing. Which obviously didn't happen. Therefore I am paying a ton of money in interest on the hard money loan I took out to cover the {$3800.00} I was supposed to be getting.
Company Response: Closed with explanation

Timely Response

2019-08-13

Albany, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My home was scheduled to on auction. After the date had passed I called the back to check the status, I was told that the account is in litigation and they can not speak to me or provide any further details. I explained that I did not seek counsel at any time on this loan and was expecting the property to get sold at auction. I was told that the account is locked and they can not provide details. I explained that there has to be some type of fraudulent activity because I did not authorize anyone to speak on my behalf. There was no help offered, only kept telling me that they can not provide any information. I requested an escalation or to get a a call back, which I never received.
Company Response: Closed with explanation

Timely Response

2019-08-13

Carver, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-13

Rancho California, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-13

FL

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: Seterus, mortgage servicer for XXXX, reported late payments to all three credit bureaus while I was on a national declared disaster ( Hurricane Irma, Florida ) forbearance and then a mutually agreed mortgage modification with Seterus. They directly reported a 150 day late on XX/XX/XXXX and reported as ND ( Not Due ) on every other month from XX/XX/XXXX thru XX/XX/XXXX. The 150 day late reported by Seterus on XX/XX/XXXX should also be reported as ND ( Not Due ) as I was on their forbearance and modification agreements, as attached. Seterus is involved in a number of law suits for reporting erroneous mortgage information and was subsequently forced by XXXX to transfer all servicing to Mr. Cooper which is now my XXXX servicer.
Company Response: Closed with explanation

Timely Response

2019-08-12

Edmond, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sold my home voluntarily XX/XX/XXXX. Nationstar accepted {$170000.00} XX/XX/XXXX. Nationstar collected $ {$6100.00} in interest but concealed that I only owed {$5500.00} and refused to refund me {$390.00} of {$590.00} over charged interest. Nationstar charged me {$1800.00} in unidentified corporate advances. In XXXX and XXXX of XXXX, Nationstar 7 and 13 months after the sale of my home, citing only {$1700.00} had been applied to unidentified corporate advances allegedly already disbursed by check numbers. Nationstar entered into an agreement with me in XXXX and XXXX, but failed to correct the interest paid only claiming I paid {$5900.00} not {$6100.00}, or the amount actually incurred under the payment schedule and note of {$5500.00} - and never disclosing any new activity with regard to the final payment allocation. XX/XX/XXXX, I received what is the ACTUAL final account history under the mortgage. Lines 89-94, 102 and 106 previously stated were " PMTS '' allocated but in XXXX Nationstar 's account history showed the payments as reversed leaving {$1800.00} currently being held in suspense without explanation, and leaving {$1500.00} in unidentified corporate advances outstanding without any payments applied causing the loan to be misrepresented as outstanding and causing my money from the sale of my home not applied to charges to be currently held by Nationstar, that Nationstar refuses through their Counsel to refund or re allocate the reversed payments. I believe this is a violation of Oklahoma Statutes Title 59 in concealment of the reversal of the final payment that was previously applied to advances and holding the amount without contractual or statutory rights. I believe this is a violation of 12 USC 2605kc1, in Nationstar and through Counsel 's refusal to refund the money and delete the unpaid unidentified corporate advances or simply reallocate the payments as previously applied as late as XX/XX/XXXX, and appearing to have occurred XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-12

Lk Buena Vis, FL

Incorrect information on your report

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

Account information incorrect
Complaint: As of XX/XX/2019 the loan balance on my Nationstar mortgage account is incorrect and not reflected correctly in any of the credit bureaus, XXXX, XXXX or XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-12

Moapa, NV

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: I have a loan with NATIONSTAR DBA MR CO. I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and NATIONSTAR DBA MR CO with no successful resolution. XXXX and XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late.
Company Response: Closed with explanation

Timely Response

2019-08-12

South Gate, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-12

East Troy, WI

Trouble during payment process

Mortgage: VA mortgage

Complaint: We had worked with you on resolving a previous issue with our mortgage company Mr. Cooper regarding our property taxes which you supported us with getting resolved on XX/XX/XXXX. We thought it was fixed and were happy with the outcome. However they had already paid XX/XX/XXXX taxes on XX/XX/XXXX and XX/XX/XXXX. On these dates two payments were made to XXXX County WI out of our escrow account by our mortgage lender Mr. Cooper. This was not the schedule that we worked out but we were assured that we would not need to pay again until XX/XX/XXXX since the full year of XX/XX/XXXX had already been paid. However they again made an error when paying our property taxes by making a payment on XX/XX/XXXX of {$3000.00} which is an extra payment for XX/XX/XXXX. This amount is missing from our escrow account. On XX/XX/XXXX we made a phone call to Mr. Cooper customer service at approximately XXXX XXXX and talked to a representative XXXX ( last name unknown ). We explained that a payment was made form our escrow account for the amount of {$3000.00} which should not have been made. XXXX recognized the error and assured us that the escrow account would be reimbursed and receive a follow up letter within 3 to 5 business days. After 5 business days our account had not been reimbursed and we had not received a letter. At this point I tried to check in with XXXX County WI to see if they received a payment. Between XX/XX/XXXX and XX/XX/XXXX I contacted the Treasury department of XXXX County five separate times to check on this payment. Each time I spoke with the county they told me that they had not received a payment. I was further informed each time I spoke with the county that had they received a payment from Mr. Cooper they would have immediately returned it because a payment was not due. On XX/XX/XXXX I called Mr. Cooper customer service again to follow up with this matter. After speaking to a representative I was referred to an Escalation Specialist named XXXX XXXX. She informed me that the request for reimbursement had been denied. I explained to XXXX that Mr. Cooper should not have made a payment, they did anyway, they can not tell me where the money is that is missing from our escrow account, and now they are denying our request to have that money reimbursed. XXXX placed me on a 3 way call with XXXX County Treasury, XXXX and myself. The spokeswoman for XXXX County informed XXXX that they had received no payment for our property tax, nor should they have received a payment. XXXX at this point acknowledged the fault of Mr. Cooper and assured me that we will have our escrow account reimbursed and the matter resolved Wednesday XX/XX/XXXX. She also said she would call me or my wife by that date to confirm that the matter was resolved. On XX/XX/XXXX, after we discovered that our escrow account had not been reimbursed and we had not heard from XXXX we tried to follow up with her. My wife and I left XXXX 3 voicemails and 1 email in an attempt to follow up. To date I have not heard back from XXXX XXXX. On XX/XX/XXXX I again called Mr. Cooper customer service to follow up with this matter and asked to speak to another Escalation Specialist. This time I spoke to XXXX XXXX. I explained the situation and asked why the matter had not been resolved. She informed me that XXXX had put in a request to reimburse our escrow account and that would take 5 to 10 business days to go through. This is not what XXXX told me, but I told XXXX that I expect this matter to be resolved by the end of that time period. Currently it has been 11 business days since XXXX XXXX put in my request. My escrow account is still missing {$3000.00} which was taken out by Mr. Cooper. XXXX County WI has not received a payment from Mr. Cooper and I have not heard from XXXX XXXX, XXXX XXXX, or anyone else from Mr. Cooper.
Company Response: Closed with explanation

Timely Response

2019-08-12

Penn, PA

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

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

Was not notified of investigation status or results
Complaint: Had a home in another state while in XXXX, took care of it when got XXXX ( sold it XXXX however Mr Cooper turned me in as bad credit while in the process of selling! They added charges and what ever he could because they knew it was being paid off!!!! On the statements it said I had 6 % interest, when got payoff, said I had 6.875 %? don't know why it changed!!!!!!!!!!
Company Response: Closed with explanation

Timely Response

2019-08-11

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was purchased by Mr. Cooper last month. Literature sent and information online indicated that payments must be mailed to the original mortgage company or Mr Cooper. I had previously set up direct withdrawal for my mortgage ( set on the XXXX of the month, which is also the due date ). Up until XX/XX/2019, I did not have any account information to send a payment by mail to Mr. Cooper. On XX/XX/XXXX the Mr Cooper account page became available and I was given the option of making my payment ( then 6 days past due ). I made my payment on XX/XX/XXXX. Today ( XX/XX/XXXX ), I checked my bank account and see that Mr. Cooper took out the payment I authorized on XX/XX/XXXX and also another payment on XX/XX/XXXX ( at slightly less than required payment for some reason ). I did not authorize 2 payments from my account. I have not been able to get a response from Mr. Cooper. I have other bills due and need the money returned. This second withdrawal makes no sense, was not authorized and upon looking at the Mr Cooper web page, has not even been applied to my mortgage. I am currently in the process of refinancing my home in order to avoid dealing with Mr Cooper. These unauthorized actions by them only serve to negatively impact my ability to refinance and separate from Mr Cooper. I can only assume that this additional withdrawal is an active and intentional effort to keep me from closing my contract with Mr Cooper. Please help me to have my funds returned to my bank account ( or at least to get some response from Mr Cooper )
Company Response: Closed with explanation

Timely Response

2019-08-11

Central Islip, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-10

Bremen, GA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Husband, XXXX Veteran, lost job. We got behind on payments. Mr. Cooper/Nationstar restructured the loan added {$600.00} to the monthly pmnts for 12 months. Husband got new job, but could not afford NEW $ 3000 monthly pmts. Mr. Cooper wanted full pmnt on arrears ( {$6000.00} ) to get back on regular pmnts ( {$2400.00} ). Asked Mr. Cooper/ Nationstar to move arrears to the end of the loan. REFUSED. We tried to make payments in other amounts. Mr. Cooper cancelled the restructured loan, and REFUSED to take payments demanding full arrears. Meanwhile, trying to get caught up on other accts. Listed the house for sale. Aprox 3 weeks after listing, neigbors tree fell in our yard causing non- estructural damages to the property. Had a potential buyer, but due to damages ( fence, gazebo, exterior, aprox $ 50k ) buyers offer was cancelled. Settlement for damages from XXXX XXXX aprox $ 25k. Repairs were done as required by Mr Cooper/Nationstar. Inspectors from Mr. Cooper came home on XX/XX/19 and prepared 100 % repairs completion report, inspector REFUSED to provide us with copy of 1 page report we signed, his name or contact number. WE NEED to provide XXXX XXXX ( per claims department ) with copy of the 100 % repairs completion report from Mr. Cooper to get $ XXXX settlement money released from claim. Mr. Cooper REFUSES to release the 100 % repairs completion report and for 2 weeks has been giving us all kind of excuses, still uploading, I see it, but cant download it, maybe this afternoon, call us again, its no longer available, will send a research request we might need to schedule new inspection unfortunately we dont do emails or fax, once report is available we will mail you a copy, etc .... Inspector from mortgage ( independent contractor ) explained to us report would be ready and avail within 24 to 48hrs. after Inspection. Two ( 2 ) weeks from inspection still no report, still no money from XXXX XXXX after 3 months. Foreclosure begins XX/XX/19. Husband requested a loan modification early XXXX they insist they will NOT have an answer BEFORE XX/XX/19!?!?? We wanted to use settlement money to pay arrears, get caught up, go back to regular payments and save our home where a XXXX and XXXX y/o grandparents live, and a kid in college, and 2 dogs, and a cat, husband and wife trying just about everything to save our home. Mr. Cooper/Nationstar has put all kind of obstacles and refuses time after time to help us in any way to save our home.
Company Response: Closed with explanation

Timely Response

2019-08-09

Palos Park, IL

Closing on a mortgage

Mortgage: Reverse mortgage

Complaint: I am refinancing with a ready & approved mortgage loan from XXXX XXXX XXXX of my family home of 38 years. I have lived my entire life with my mother who recently passed away on XX/XX/XXXX, my children, and my XXXX XXXX nephew. I have done everything requested by the Reverse Mortgage company- Champion Mortgage and they approved accepting my mother 's Living Will back in XXXX of XXXX and suddenly when I am ready to close on the home and needing Champion to assign a FHA specialist/Appraiser they now are suddenly telling me I need the WILL probated. I was never told this in 7 months of speaking to representatives from Champion the will needed to be probated. It's on file as approved and excepted. They blamed their XXXX office not knowing the Laws of Illinois and an over sight and an opportunity for better training. This was stated to me from the Arizona office yet their VP/BOSS is out of the XXXX office that they have to speak to in regards to my issue. To me this is a run around and deflecting to their issues and not my neglect or inability to meet their requirements to purchase/refinance my family home. I have their letter that shows the will was accepted by their company and now suddenly I am forced into Probate. Though I have sadly a Foreclosure Court date this week on XX/XX/XXXX because they stalled on accepting my Letter of Intent to Purchase the home and now insisting the will be probated. My mortgage company- XXXX XXXX XXXX has approval by their title company that they will secure the title and Champion Mortgage is very disorganized and not educated on Illinois mortgage law in regards to will and securing a title. I have an affidavit of Heirship they accepted and I'm the only heir to the home and her estate. I am about to lose my home next week because of probate and I'm being strung along by Champion Mortgage who keeps changing their rules as the process moves closes to closing on the home. We're questioning whether they know Illinois law. And yesterday it went from Illinois law needing it probated to Champion Mortgage rules of needing it Probated. That right there suddenly changing the verbiage from " Illinois law '' last week to now yesterday XX/XX/XXXX " Champion '' requires it to initially only need the will notarized, I feel I am being XXXX, scammed, and played. and I done everything appropriately requested by Champion. Their employees are not competent and I have been misinformed through this whole process of Refinancing with a FHA loan from my deceased mother 's reverse mortgage. I choose to purchase the home with a refinance. 3 steps I needed to due for Champion to issue an FHA specialist/appraiser. # 1- Notarized Will, # 2- Letter of intent to purchase home back # 3- Proof of funds by a mortgage company. I met those requirements and when I am now ready to close on the loan, I was now told on XX/XX/XXXX the will needed to be probated. How does Champion Mortgage over look that for 7 months and 2 weeks before I am about to close on the loan this now an issue. Probate in Illinois takes up to 6 months to achieve and my home is going into Foreclosure and I will lose my home on Thursday XX/XX/XXXX and Champion Mortgage hasn't been willing or supportive in stopping any of this. I am to buy they home back at 95 % of the appraisal and I am going to lose my home because of Champion Mortgage mistake not mine. I feel Champion Mortgage is taking advantage of the vulnerable elderly and their family by adding on unnecessary requirements that end up in " additional fees '' and the loss of their homes. I have been so mislead with wrong information given to me and it's now leaving me in foreclosure. I have a XXXX nephew I am guardian for. I am a single woman. And my children live in our family home of 38 years. I have been ignored, the rules changed, and completely wrong information given to me over the course of 7 months since my mother passed away, and Champion Mortgage requirements change every time I speak to someone new. They always place the blame on their XXXX office and lack of proper training yet they NEVER own up to their wrong doing and it forces the customer into playing fees, foreclosure, and loss of home.
Company Response: Closed with explanation

Timely Response

2019-08-09

Rocky Ridge, MD

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Mortgage modification denied. VA representative was told the mortgage servicer stated I make too much money and is forcing me on a forbearance plan at almost double my normal mortgage payment. My normal mortgage payment is {$1800.00} and the forbearance plan offered is for {$3000.00} for 12 months. I make approximately {$4500.00} a month on average with my VA XXXX income included. Their underwriter obviously does not know how to calculate income. I have notified Senator XXXX and Congressman XXXX office of the violations as well. This has been going on for over 8 months now and they have been charging me unreasonable fees with people showing up to my front door asking me if I need their phone number. This is on top of them calling me virtually every day harassing me to make the {$3000.00} payment which I do not have.
Company Response: Closed with explanation

Timely Response

2019-08-09

IN

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: We sold the home and closed on XXXX/XXXX/219, the Nationstar mortgage was paid off XX/XX//2019. We made the XXXX/2019 payment. We were never late, ever, on this account! Now Nationstar reported both of us on this account as 30 days late in XXXX 2019? We have mailed dispute letters to all bureaus and a direct letter to Nationstar. Have not hear anything back? We are trying to close on a new mortgage in XXXX, but this will not happen with this egregious payment error on both of our credit reports!
Company Response: Closed with explanation

Timely Response

2019-08-09

FL

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I paid off the mortgage with Nationstar Mortgage LLC in XX/XX/2019, however it is still showing as open and with a balance of just over {$210000.00}. I submitted a dispute with the credit reporting company of XXXX in XX/XX/2019 and XX/XX/2019 I was informed that this information on my credit report is correct. I uploaded a satisfaction of mortgage also, however Nationstar Mortgage LLC still states the balance is correct and the account is still open. I called Nationwide Mortgage LLC and they said that I need to pull my credit report and send it to them so that they can research it. I stated I would send them the Satisfaction of Mortgage but they still insisted that I send them my credit report in order for them to review. I refused to send them this as they do not need this info since they can pull it up in their system and see that it has not been updated.
Company Response: Closed with explanation

Timely Response

2019-08-09

Dover, ID

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-09

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My Loan was transferred from XXXX to Mr. Cooper on XX/XX/2019, the loan No. is XXXX, I received a letter from Mr. Cooper that there will be no additional charges and same loan terms and conditions will be applied on this loan and I will get 60 days of grace period to make the payment without any penalties, so why is there a {$15.00} fee addition to my total payment?
Company Response: Closed with explanation

Timely Response

2019-08-09

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: my mortgage was transferred to a new servicer but i have no knowledge of who to send payments to, i do not want to get behind because it is hard to catch back seeing as ive changed jobs and dont make the amount i used to make Thanks XXXX XXXX XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2019-08-09

Bueche, LA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-09

Chicago, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Yesterday ( XX/XX/2019 ), I tried to log in to my Mr. Cooper online account to see a mortgage statement. The screen said that my account was locked and I should call customer service. After calling customer service they informed me that my account was under litigation and they could not tell me anything about it unless my lawyer contacted their litigation department. I asked for the contact information of the litigation department and they refused to provide it. They claimed they already provided it to my lawyer. I know this is false because I do not have a lawyer. They are locking me out of a healthy account that has never missed or been late on payments and giving me no way to unlock it. Note : I have a minor building violation ( related to permits that the previous owner did not obtain ) that I am working with the city of XXXX to resolve. I am current on mortgage payments.
Company Response: Closed with explanation

Timely Response