NATIONSTAR MORTGAGE

2019-08-05

San Antonio, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-05

San Antonio, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-05

E Watertown, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-04

Live Oak, TX

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-03

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-02

Atl, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-02

NY

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: XXXX - XXXX Nationstar Mortgage could not show any paperwork regarding mortgage or note, except public record copies. XXXX - XXXX, attempting to put an end to this, I Fully Satisfied the Note & Mortgage XXXX - XXXX they were allowed to continue towards foreclosure and return payments instead. XXXX - XXXX No payments returned, they foreclosed on a debt free home, kept all payments and are now evicting me. The judgment of foreclosure was achieved through fraudulent paperwork based on public record copies and with super imposed signatures. The home has been debt free and clear since XX/XX/XXXX. XXXX XXXX and Nationstar are involved in fraud and unjustly enrich themselves. Attached please find : 1 ) Payoff statement request, 2 ) Copies of both Lump sum Payments, 3 ) e-mail from Natiostar thanking me for the two payments, 4 ) XXXX reporting the mortgage / note Active before payment and Inactive after payment was posted into their account. 5 ) independent real estate company who looks up loans and leans on properties show that the home holds no debt
Company Response: Closed with explanation

Timely Response

2019-08-02

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made my XX/XX/XXXX payment on XX/XX/XXXX. When our tax refund was received, I made XX/XX/XXXX payment early on XX/XX/XXXX. Instead of applying it as a payment, Mr.Cooper Mortgage applied it as a principal payment. I have contacted their office 3 times to get this problem rectified, It is now hurting our credit.
Company Response: Closed with explanation

Timely Response

2019-08-02

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: To Whom It May concern, I was approved by the Illinois Hardest Hit Program back on XX/XX/XXXX! I fell gravely ill in XXXX, and have since been permentaltly XXXX and on SSA. The great people that work with The Hardest Hit program, here in Illinois, put a fast track on my application, because when I applied in XXXX, I was already many months in arrears, and the process normally takes 90 days, or more. So, they fast tracked it and got me approved for {$35000.00}, of which included 4 months of future payments. I was, at the time, behind {$27000.00}. The documents were sent over to Mr. Copper, for approval, so that they could send the check. I verified on the XXXX of XXXX with Mr. Copper, that they received all the documents, and that it would take a few days to process, possibly by the end of the month. I called at the end of the month and nothing had been done as of yet. This went on for months. I called every week for months stressing the urgency, since the amount approved was going to pass it's approved amount. I even sent corporates headquarters in Texas, via certified mail, a package of all documents and email corresponds with Mr. Cooper ( i never got a response. I was consistently told not to worry, that Mr. Copper deals with Hardest Hit Programs all the time, and that everything will be fine, every time I spoke to their customer service reps. many of my urgent calls and complaints, were sent to the Escalation Dept. Again, I never received a call, email or letter. Long story short, they, Mr. Copper, sat on it and responded on XX/XX/XXXX, with the total owed {$36000.00}. Mr. Copper is now flat out lying and stating they received the documents from The Illinois Hardest Hit Program on XX/XX/XXXX ( a complete lie!!! ), and received the denial from The Illinois Hardest Hit Program on XXXX XXXX, which is factual. But i was denied due to their negligence. I have been greatly, negatively impacted by the negligence and falsehoods by MR. Copper. The impact it has had on my health has also greatly affected my life, due to the XXXX. I then called again, after the 2nd denial for options. they offered me a loan modification. i never heard back from them after a week or so. i then received an email after complaining, that i was denied due to my income and foreclosure proceedings were going to proceed. I never once was contacted by Mr. Cooper for information on my finances. Such as change in income, bank statements, and such. Just a flat denial. Today ( XX/XX/XXXX ) I emailed via an appeal of there decision with all relevant documents that show i can indeed afford the modification and make my monthly payments. I have attached the email as well.
Company Response: Closed with explanation

Timely Response

2019-08-02

Philadelphia, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was behind with my mortgage payments and was approved for a trial modification that was affordable to pay at the time and was approved for funds to pay the amount I was behind with. My lenders was transferred to another lender and was told they will not honor the agreement and I had to reapply and was given a higher rate with a longer term to repay it back.
Company Response: Closed with explanation

Timely Response

2019-08-01

AZ

False statements or representation

Debt collection: I do not know

Attempted to collect wrong amount
Complaint: My daughter 's phone keeps getting calls and messages from this company called Mr Cooper Loans, number XXXX. we never had any business with them, never own any money to any company. I called them asking them to remove our phone number from their calling list, they admit we don't have any loan with them, but the customer service guy refused to remove our phone number and hanged up.
Company Response: Closed with explanation

Timely Response

2019-08-01

Randolph, MN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, my divorce was official. As part of my divorce I wasn't required to refinance my mortgage ( no equity ) at that time. The agreement between my ex-husband and myself was that once the kids graduated I would refinance. In the meantime, my ex decided to file for bankruptcy but was told that it wouldn't affect me. My mortgage servicer Mr. Cooper ( mrcoooper.com ) completely shut down my online access to my mortgage loan. The attorney for my ex sent a letter directly to Mr. Cooper on XX/XX/XXXX telling them to give me back my online access. I called on XX/XX/XXXX and was told that I could submit a copy of the letter to the researchincoming mailbox at Mr. Cooper. I called back on XX/XX/XXXX to find out the status and make my XXXX payment ( since I couldn't do it online ) and was told that I wouldn't be getting my access back. I understand the bankruptcy laws as they apply to him, but what about me? I have never been late on a payment. Do I no longer have any rights to my loan information online? Not that the creditor cares, but my divorce decree states that I am responsible for the loan and I have also submitted information to them along with how the tax reporting should be done going forward which was working great. Now while I can get information if I call in, I can't submit a payment online or look at any past statements that I can only access through my online account. They want you to sign up for electronic statements but are quick to remove the access to them. I couldn't find anywhere in any regulation that state that communication needs to stop with all parties regardless if one party did not file bankruptcy. The bank for my second mortgage just had me sign a document indicating that I wanted my online access back and took care of everything. It worked out perfectly. Also, I was told that the credit bureau reporting would be turned off. While the account internally may be marked as bankrupt, I am not past due nor am I in bankruptcy so I would hope that the credit bureau reporting is accurate. They can list my ex as bankrupt but should not be listing me.
Company Response: Closed with explanation

Timely Response

2019-08-01

VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Recently Mr.Cooper.com has unilateraly increased monthly mortgage ( $ XXXX/Mo ) to $ XXXX/Mo, without cause. They have also instituted a monthly " penalty fee ''. My Modified loan is at 3 %, 30 year mortgage, that was serviced by XXXX XXXX. When Mr.Cooper.com took over this mortgage, and became also a " collection agent '' for XXXX, they decided to increase the monthly mortgage payment to an amount beyond our ability pay, given in my family of 3, over the past 3 years, we have faced 2 life threatening medical issue of XXXX ( wife ) and XXXX XXXX ( XXXX ) financial hardship as well as increased anxiety due to systematic harrasment by XXXX, their attorneys and now " Agents '' Mr.Cooper.com and XXXX. Mr.Cooper 's website for " contact us '' refused to take my written request. Previously their phone assistant was unable to address this issue by phone, after a very time consuming phone call process they have in existence
Company Response: Closed with explanation

Timely Response

2019-08-01

Woolwich, ME

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mr. Cooper sent a payment to the town of XXXX, Maine in the amount of {$930.00} from my escrow account on XX/XX/19. The amount due for my taxes in XXXX was {$270.00}. I discovered the error when I got a certified letter from the town of XXXX indicating that my taxes had not been paid. When I called Mr. Cooper, we discovered that Mr. Cooper had paid MY BROTHER 'S TAXES from my account. I spoke with the town of XXXX, the sent a check back to XXXX/Mr. Cooper which was cashed on XX/XX/19. To this date, I am still missing the {$930.00} from my account and my taxes HAVE NOT been paid to the town of XXXX. I have called and spoke with several managers, the escalation team, etc. All of whom say that this is a process and my refund will not come overnight. I did not send the monies incorrectly, therefore, these funds should be in my escrow account and my taxes should be paid. We are now in XXXX and this still is not resolved. The refund was received in XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-01

Tarzana, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Nation Star /Mr Cooper the alleged servicer in my home account sent me a letter to have my account transfer to XXXX XXXX. Knowing XXXX XXXX was the current Investor I asked why I was not inform by the previous investor or the new investor about this transfer. I don't even know the information in the new investor according with XXXX XXXX they said the Transfer got done last XX/XX/2019, If the transfer got done in XX/XX/XXXX it Clear it occurred a violation of TILA 15USC 1641 provision 131 ( G ) by the new investor in failing to provide me its information. Its clear to me there was a Transaction in the Past between XXXX and Nationstar without the authorization of the Investor, Per the Original agreement I had with XXXX XXXX XXXX in the document signed " I'm aware the account can be transferred as many times and it can be done only by the INVESTOR/OWNER '' not the Servicer as it seems its occurring twice The servicer function is to service the account only as its name shows. The Servicer doesn't have the Authority to transfer or Sale the Account. Also doing this inquire I have to mention the balance reflected in this account is not Accurate as it reflect in the last statement from Nationstar/Mr Copper. Account # XXXX showing a balance of {$290000.00} when the original Deed I have is for $ XXXX from XXXX XXXX XXXX. Please see my letter and other supporting documents directed to Nationstar/ Mr Cooper . I want to have the CFPB to interact in my behalf in this.
Company Response: Closed with explanation

Timely Response

2019-08-01

Beaumont, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-31

Nicholasville, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-31

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Nationstar Mortgage LLC XX/XX/XXXX Nationstar attempt to collect a mortgage that Nationstar is no longer the servicer. I received a notice of transfer of servicing transferring my mortgage from Nationstar to XXXX XXXX. In addition to the transfer of servicing nationstar : recorded An assignment of my mortgage from Nationstar to XXXX XXXX XXXX XXXX DBA XXXX XXXX XXXX was recorded on XXXX County on XX/XX/XXXX. a letter dated XX/XX/XXXX was file as a response to my complaint with CFPB by XXXX XXXX servicing asserts that XXXX XXXX DBA XXXX XXXX XXXX is currently the owner of the account number ending in XXXX. XXXX began servicing the loan on the behalf of the owner referenced above on or about XX/XX/XXXX. On XX/XX/XXXX I received a copy of a document from XXXX XXXX XXXX requesting the court to schedule a foreclosure sale. The court schedule a foreclosure sale of my property for the XX/XX/XXXX. As asserted in its notice of transfer Nationstar is not the servicer of my mortgage. By Nationstar own admission on its recorded assignment of mortgage dated XX/XX/XXXX Nationstar convey, grant, assigns and transferand set over the mortgage and all interest if any. Nationstar behavior is unethical as Nationstar is aware that is no longer the servicer of my loan. A sale of my property is schedule for XX/XX/XXXX. Please help me cancel the sale so I can pursue my rights with the proper party. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-07-31

TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I co signed for my brother in law to purchase my deceased mother and father in laws house. They had a reversed mortgage on the home when when passed away. I personally do not live on the property. I live an hour and half away from property. I have tried to get the mortgage company NationalStar/ Mr Cooper to understand I do not live on the property,and I have gave them my mailing address. And I get told they will not send nothing any other address except the one on file. The mortgage company some how changed my address from where I actually live to the house I co signed on.
Company Response: Closed with explanation

Timely Response

2019-07-31

Grosse Ile, MI

Struggling to pay mortgage

Mortgage: Reverse mortgage

Complaint: I got a reverse mortgage in approximately XX/XX/2006. I can't state that I was informed about the taxes I am not sure. Champion Mortgage now has the loan and I would pay the taxes then I would make payments to repay the amount. They are charging me for homeowners when I have been paying homeowners since I bought the home. I have informed Champion and I am sure that a lot of what they are trying to foreclose on is the insurance. No one there took any interest in what I had to say. I am XXXX and need help. Thank you.
Company Response: Closed with explanation

Timely Response

2019-07-31

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Wednesday, XX/XX/2019 Nationstar Mortgage LLC, d/b/a Mr. Cooper. Request for Information, 3rd effort Dear Mr. Cooper, 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. 1. I have asked for your Corporate Policy regarding Fraudulent Loan Documentation on the phone with XXXX XXXX, several times and on several dates, and in writing too - but without any mention of this in any of your replies. Please provide me with your policy or deny that you have one. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-07-31

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-07-31

Baton Rouge, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-31

Bettendorf, IA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-31

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response