NATIONSTAR MORTGAGE

2019-07-25

Bridgeport, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-25

Phila, PA

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-25

Sandy Hook, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-25

Rockwell, NC

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

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

Problem with personal statement of dispute
Complaint: My loan was reaffirmed XX/XX/XXXX2018 and mortgage company is trying to submit my default payments from XXXX for the purpose of getting credit agencies to not reinsert my loan that is open and current. The Fair Credit Reporting Act requires creditors to furnish complete and accurate credit information to the credit reporting agencies. If you have reaffirmed a debt and you are making timely payments to your creditor, the creditor has an obligation to accurately report your payment history to the credit bureaus. If they fail to do so, you are potentially entitled to recover statutory damages, as well as any actual damages you may have sustained as a result of diminished credit score.
Company Response: Closed with explanation

Timely Response

2019-07-24

IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: The guidelines Mr Cooper home loans gave me to prevent foreclosure were as follows. You have to have a complete modification package submitted before 37 days of the foreclosure sale date, XX/XX/XXXX. I did that, and they pushed the sale date back to XX/XX/XXXX, and told me that I need to have a luxury bill by XX/XX/XXXX to complete the process. I did that, and 3 weeks went by without a word, so on XX/XX/XXXX, I contacted my mortgage company. They told me the modification was denied XX/XX/XXXX, and the letter is set to be mailed on the very day I called, and because of that, I can go ahead to the next step, which is a short sale, and if that doesn't happen, I can apply for a deed in lieu, but it has to go in that order. I tell the representative that's fine, and ask what I have to do to start the short sale. She tells me that it may be too late for me to continue with the process because my new sale date is XX/XX/XXXX. They didn't complete the process in time for me to meet their deadline. Can u please help me. I feel like I've been destined to fail.
Company Response: Closed with explanation

Timely Response

2019-07-24

Cayce, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Cayce, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Baltimore, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Douglasville, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Beach Center, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

East Windsor, NJ

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-07-24

Wind Point, WI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Detroit, MI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

San Jose, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Saint Germain, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sent the following message last week to the Texas Banking Commission. I received a notice today that I should have sent it to you. On XX/XX/XXXX on Chapter XXXX Bankruptcy case was discharged ( Discharge letter, court order, and notice of final cure payments attached ). On or about XX/XX/XXXX, I mailed our XXXX mortgage to Mr. Cooper. I had clearly marked that {$1200.00} was to go to an additional principle payment ( copy of payment coupon attached ) Check # XXXX cleared our bank account on XX/XX/XXXX. On or about XX/XX/XXXX we received " Response to Notice of Final Cure Payment '' ( attached ) from XXXX XXXX XXXX, attorneys for Mr. Cooper indicating that all charges had been paid. When we received our XXXX payment statement, I noticed that the {$1200.00} had not been applied to the outstanding principle as I had directed with my XXXX payment. I called Mr. Cooper and was told that since the bankruptcy had just been discharged, that I would take a while to post the payment, but that it would be done by XX/XX/XXXX. On XX/XX/XXXX I contacted Mr. Cooper through their secure " contact '' on their website. I received a generic reply stating that my request had been sent to another department. On XX/XX/XXXX, I received an email reply ( letter attached ) stating that the {$1200.00} payment had not been applied to additional principle as I had directed, but had been applied as an additional monthly payment and that now, I didn't have a payment due until XX/XX/XXXX. What right does Mr. Cooper have to just apply my money as they please when they had been instructed to apply the {$1200.00} to additional principle. As of today, XX/XX/XXXX, the additional principle payment that cleared our bank on XX/XX/XXXX is still sitting somewhere at Mr. Cooper as " unapplied '' ( posted payments list attached ). On XX/XX/XXXX, I received a phone call from Mr. Cooper stating that the funds had now been applied to the principle on my loan. I went to the Mr. Cooper website to check. The funds had not been applied. They were and still sitting in their " unapplied '' fund. On XX/XX/XXXX and on XX/XX/XXXX ( email chain attached ), I sent two more messages. Certainly, Mr. Cooper has the same documentation that I do that all " final payments to cure '' have been made. Why does it take 3 to 5 days, or 7 to 10 days for them to figure out that they ignored what I had asked and did not apply my {$1200.00} payment to additional principle? I have not received any replies after my last two emails. While we were in the bankruptcy, by mistake, I missed payments in XXXX of XXXX and XXXX of XXXX. We were visiting our daughter in Florida, and her internet service is terrible. Both times, that I missed the payments we were at her home. As soon as I found out that I had missed those payments, I made them. Instead of Mr. Cooper sending a note, or charging a late fee, they hired their attorneys and threatened us with foreclosure. Since we didn't receive any statements from Mr.Cooper for the five years of the bankruptcy, I had no way of knowing that I had missed the payments or even if Mr. Cooper was applying my payments to my loan. So, instead of late fee, we had to pay almost {$2000.00} in attorney fees. Now, I am trying to make an extra payment, and Mr. Cooper is screwing around with my money and not applying it to my principle balance. Now, today, I received a letter ( attached Cooper letter XXXX ) stating that they would have a decision by XX/XX/XXXX!!! What decision??? It is my money, and I want it applied to the outstanding principle. This is ridiculous!! Something needs to be to be done about Mr. Cooper. I don't know if you check or not, but if you go on-line, this is not the first complaint against Mr. Cooper. Maybe by the time that you look into this, the problem will have been resolved, but why should Mr. Cooper be allowed to just sit with my money for almost two months?? Sincerely, XXXX & XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, WI XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-07-23

Coosada, AL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Dallas, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I continue to be very dissatisfied with Mr. Coopers handling of escrow waiver process. The reasons are : 1. Terms of the original XXXX XXXX dated XX/XX/XXXX predates XX/XX/XXXX, when Consumer Financial Protection Bureau finalized Truth in Lending Act. The escrow requirement was twelve months prior to XX/XX/XXXX. I have never made a late payment in nine years and one month. 2. Mr. Cooper has not sent a written instruction for escrow waiver in three business days as required by 15 USC Chapter 41, Subchapter I ; Consumer Credit Cost Disclosure, Chapter 41 Consumer Credit Protection. Mortgagees written and verbal requests dated as far back as XX/XX/XXXX and filed under NYS XXXX case # XXXX and XXXX are acknowledged but offering a clear pathway to complete the escrow waiver process. The letter arrived on Saturday, XX/XX/XXXX could not have never been sent on the letter date, XX/XX/XXXX. USPS first class is expected to arrive in 1-3 business days1. The letter does not meet the instruction requirement under the Act. Furthermore, the letter imposes state unreasonable condition on the mortgagee and is inconsistent to phone instruction provided on XX/XX/XXXX by XXXX, the manager. I was told verbally that I could remit escrow balance and mortgage payment in a single payment to anyone in the call center. If call center refuses, I would be able to reach out to her department to complete the waiver and payment. Rather than responding to emails on XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX and phone call on XX/XX/XXXX, Mr. Cooper opted to have you ( XXXX ) send a letter to state the draconian new compliance condition. This newest hurdle is consistent with tactics used previously to delay escrow waiver. The never ending loop to ensure that mortgagees will not meet escrow waiver conditions is intentional. The new hurdles included three components : 1. Refuse to accept my payment for {$3600.00} on Mr. Coopers payment system or via phone. This amount is equal to escrow balance + mortgage. As result of its refusal, I had to make payment for XX/XX/XXXX using my banks online payment system, which took two days to process, after Mr . Cooper rejected it initially. The payment sat unapplied in Mr. Coopers account. Mr. Cooper has also assessed a late payment penalty. 2. Claiming that I owe {$4500.00}, including {$620.00} and XX/XX/XXXX mortgage and escrow payment of {$3800.00} is a new condition. I dont know of any loan that requires overpayment of this magnitude ( 6 times the disputed amount ) before one can settle a term modification. The revised instruction also contracts with verbal instruction given on XX/XX/XXXX. 1 XXXX XXXX XXXX 3. No evidence exists on Consumer Financial Protection Bureau website or in Dodd-Frank Act Title XIV to show that a seven to ten days waiting period is required by applicable law. Prior Mr. Coopers efforts included the following : 1. Prepaying my hazard insurance ahead of normal schedule honored in previous years by Mr . Cooper or its predecessor, XXXX. As result, the prepayment put my escrow account in deficit, a condition to refuse waiver request. 2. Stating my property is a two family. XXXX XXXX terms from the original XXXX mortgage dated XX/XX/XXXX did not impose the 2-4 family rule. 3. Failed to provide escrow waiver disclosure in writing and in three business days. 3. Mr. Cooper inappropriately applied XXXX XXXX and Truth in Lending Act. They do not make escrow a mandatory requirement once the following conditions are met by the mortgagee : 1. Financially qualified. I have made payment on time for nine years and one month consecutively, even during XX/XX/XXXX when I entered this dispute with Mr. Cooper. This month, Mr. Coopers tactic instigated the XX/XX/XXXX penalty. 2. Debt to equity ratio surpassed minimal requirement. The initially balance in XX/XX/XXXX was {$600000.00}, debt to equity ratio of 76 % of equity. It is currently {$470000.00} or 61 % of equity. 3. Not a high-priced mortgage in XX/XX/XXXX, XX/XX/XXXX ( loan mod reduced the rate to 3.65 % ) or XX/XX/XXXX. 4. Not a jumbo loan in XXXX County in XX/XX/XXXX,XX/XX/XXXX, or XX/XX/XXXX. See # 3 ( 2 ) for initial balance. 5. The loan is a 30-year fixed mortgage. Balloon payment term is not applicable. 6. Surpassed escrow account period requirement under pre and post Truth in Lending Act, one year for before or five years for after. XXXX XXXX does allow mortgagee to waive escrow. 4. Expected outcome 1. {$3600.00} in Mr. Coopers possession should be applied immediately to fund escrow balance and XX/XX/XXXX mortgage payment. 2. Remove late payment penalty assessed on XX/XX/XXXX. 3. Mortgagee credit history remained intact, with no report of late payment or penalty. 4. XX/XX/XXXX and future statements show mortgage only, {$3000.00} per month. 5. Implement escrow waiver disclosure in three business days as required under applicable law. Call Centers verbal response that the case to research is in violation of Truth in Lending Act. This is reported to XXXX XXXX and Consumer Financial Protection Bureau as of XX/XX/XXXX. 6. All future written correspondence must be also sent electronically on the letter date. The envelop must include a date stamp, no pre-sorted postage. After months of dealing with Mr . Cooper, I have sufficient evidence to make the claim that letters are not sent on letter date. Mr. Cooper needs to own its back offices unprofessional behavior so the front line trying to do the right thing are side swiped.
Company Response: Closed with explanation

Timely Response

2019-07-23

Laredo, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-23

Aiken, SC

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

2019-07-23

Wattenburg, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-22

Cloverly, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-22

Arlington Heights, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-22

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: COMPANY MR.COOPER ( AKA NATIONSTAR ) HAS NOT CREDIT MY ACCOUNT WITH {$3600.00} THAT THEY MISTAKENLY PAID ANOTHER HOMEOWNERS INSURANCE POLICY. SPOKE TO THEM ON XX/XX/2019 AND WAS TOLD THAT THE MONEY WAS GOING TO BE CREDITED INTO MY ACCOUNT ONXX/XX/2019.THEY LIED SINCE THE MONEY ISN'T THERE. ISSUE BEEN GOING ON SINCE EARLY XX/XX/2019 AND THEY ARE PLAYING GAMES WITH MY MONEY. WANT MY MONEY BACK ASAP.THIS ISSUE IS HURTING ME FINANCIALLY SINCE IT SHOWS THAT I AM NEGATIVE ON MY ESCROW INSTEAD OF BEEN POSITIVE.
Company Response: Closed with explanation

Timely Response