NATIONSTAR MORTGAGE
Consumer Complaints
There are over 21508 complaints on file for NATIONSTAR MORTGAGE. Dated between 2019-12-11 and 2012-03-15.
Complaints Page 27
2019-07-22
Clermont, FL
Problem with a credit reporting company's investigation into an existing problem
Mortgage: FHA mortgage
Complaint: I am writing to you today concerning my Mr. Cooper loan which was established in XX/XX/XXXX with Nationstar Mortgage and was converted to Mr. Cooper. My wife and I have exhausted our efforts with both the Mr. Cooper Customer Service Department and Research Department teams, and are reaching out to you as the last resort to effectively and swiftly remedy our complaints. It is our hope that the miscommunication and lack of communication will end with you, and all of the missing puzzle pieces may finally be put back together.
In XXXX of XXXX, we received our Chapter XXXX Bankruptcy Discharge from the Florida Bankruptcy Court. My wife and I also had signed and received the Reaffirmation Agreement with our Mr. Cooper Home Mortgage account. We were relieved knowing that everything was squared away with our home, the loan, and we would be able to begin rebuilding our credit scores again as everyone knows that life requires this. However, in XX/XX/XXXX, that was when everything took the turn downhill.
Mr. Cooper had made changes to the reporting on our XXXX and XXXX reports ( we use XXXX XXXX o Our payments were no longer being reported o Our account status had been changed to Discharged in Chapter XXXX Bankruptcy o Our Scores had dropped significantly I made the call to our Bankruptcy lawyer and asked him for advice as this was new territory for us. He explained that yes, we had received our Discharge in XX/XX/XXXX but our file was still open as the Trustee was still dispersing our tax money to creditors, but he had just finished so the file would close soon. He stated Mr. Cooper would need to begin reporting again, update our reports to reflect as Open and backdate all of our payments accordingly. By XX/XX/XXXX, our credit reports still werent updated and still reflected the Discharged in Chapter XXXX Bankruptcy status. Neither of us were happy about it as we were still trying to recover financially from the financial side, of course. Now we were also dealing with the credit side and this wasnt helping.
Throughout the course of this process, I have filed disputes with XXXX, XXXX and the CFPB.
XXXX for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting in XX/XX/XXXX Case Number XXXX o XXXX eventually updated the account to reflect as open and in good standing.
XXXX for the inaccurate Discharged in Chapter XXXX Bankruptcy reporting on XX/XX/XXXX Case Number XXXX o XXXX responded on XX/XX/XXXX that their reporting was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that our account was closed and discharged in Chapter XXXX. ) o I disputed again and attached a copy of our Reaffirmation Agreement explaining that our account is NOT closed and was NOT included in the Chapter XXXX Bankruptcy, and that it needed to be updated to reflect as Open and Current.
o XXXX promptly deleted the account from my credit report I then emailed a copy of our Reaffirmation Agreement to Mr. Cooper on XX/XX/XXXX demanding they update all of our credit reports to reflect as Open and Current as it had almost been an entire year and it was my understanding that it was a violation of the Fair Credit Reporting Act. In essence, we just wanted to rebuild our lives after what we had been through.
On XX/XX/XXXX I called Mr. Cooper and spoke to XXXX. She assured me that this would be resolved within a week and to call back that following Friday on XX/XX/XXXX. She told me she was marking the file Urgent.
On XX/XX/XXXX, we received an online communication from Mr. Cooper thanking us for our phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. This caused some confusion as I was just told It would be resolved within a week.
On XX/XX/XXXX, I called back as XXXX had told me to and spoke to someone named XXXX. I explained my entire conversation with XXXX to him. He told me that marking our file as urgent meant absolutely nothing and that our file was added to a pile, when they get to it, they get to it. He also stated that it could take up to 30 days for that to happen. He assured me, however, that when they get to my email and it is fixed, Mr. Cooper would backdate everything to our discharge date.
We then received another communication thanking us and informing us another 30 days would be needed. It was at this point that we decided to no longer call because we were tired of receiving the time extension emails.
I then called XXXX to see if anything could be done. They told me that it is their policy that they can not fix anything until Mr. Cooper tells them to. It is also their policy that when a consumer disputes an account twice, they automatically remove it despite having the legit proof.
On XX/XX/XXXX, we received response via the CFPB dispute we had filed involving Mr. Cooper and this entire situation. The responding person was XXXX XXXX XXXX, a Customer Relations Specialist.
We show that the credit dispute was completed on XX/XX/XXXX. It was confirmed that the account is being reported to the credit reporting agencies.
o On XX/XX/XXXX, I spoke to two agents from XXXX by the name of XXXX and XXXX ( ID # XXXX ) and both have confirmed our mortgage account shows no payments for XXXX reflected. It only shows our account as being in good standing.
o I then called XXXX, also on XX/XX/XXXX and this same mortgage still does not show up on my credit report.
I sent Mr. Cooper a letter via mail with delivery confirmation requesting the trade line be re-added to my XXXX as instructed by XXXX XXXX XXXX.
XX/XX/XXXX XXXX Delivery Confirmation confirms Mr. Cooper receives my letter XX/XX/XXXX, we receive online correspondence from Mr. Cooper explaining that it will take up to 30 days for research but Mr. Cooper has received our request on XX/XX/XXXX XX/XX/XXXX, we receive a second online communication stating Mr. Cooper requires a 15-day extension for more research to complete this and I will be kept in constant contact regarding this XX/XX/XXXX My wife and I both have a dispute added to our XXXX credit reports that state we are disputing our Fixed Rates. Neither of us have ever contacted Mr. Cooper or Equifax EVER to dispute our Fixed Interest Rate. I called on XX/XX/XXXX to dispute this as neither my wife nor myself ever disputed our fixed rate for our mortgage accounts fixed rate. The agent assured me this would be removed. It never was.
XX/XX/XXXX, I received an update on my XXXX XXXX showing Mr. Cooper posted this had been resolved. I called XXXX to find out more information and spoke with agent XXXX who informed me that Mr. Cooper posted the Fixed Rate had been through a process called Credit Counseling or the like. Neither my wife or myself had EVER initiated this type of dispute with our mortgage. I then spoke with another agent XXXX ( Agent ID # XXXX ) who placed the dispute # XXXX to have this removed from my credit report. It has since been removed from mine but my wife still needs to have it removed from hers.
Today is now XX/XX/XXXX and Mr. Cooper still has not responded to me via mail at all since I sent my initial request to have my line re-added to my XXXX as instructed by XXXX XXXX XXXX which was received XX/XX/XXXX. XX/XX/XXXX was the last time I received an online correspondence from Mr. Cooper when they requested a 15-day extension without a reason as to why it was needed and this case has not been resolved nor have, they reached out to me regarding this matter. How does this not place Mr. Cooper in violation of the Real Estate Settlement Procedures Act ( RESPA )?
As you can see, it has been one journey that doesnt end. The back and forth with the Customer Service department and Research Department, the finger pointing between the employees within those departments, the misinformation I have received just trying to fix my credit report and my wifes credit report That is the ultimate goal here. We discharged our bankruptcy more than a year ago and we are still paying the price for it now. It truly isnt fair. Our mortgage is current, up to date, not behind, however you want to look at it. We have followed every direction given to us by ALL of the Mr. Cooper employees we have spoken to. This is what we are requesting of you and we truly hope that you will assist : I am requesting for the final time to have my Mr. Cooper account re-added to my XXXX Credit Report. I have completed each step including sending the written letter to Mr. Cooper and have waited patiently since XX/XX/XXXX ( before XXXX if you want to include the runaround by your employees. ) We are now at the middle of XX/XX/XXXX. If there is any reason why this can not be completed, I would like this in writing via USPS mail and a personal phone call from you.
Both my wife and I are requesting to have the dispute removed from our XXXX reports regarding the Fixed Rate. Neither of us filed this dispute with either Mr. Cooper or XXXX. XXXX is aware that we never filed it and I believe that Mr. Cooper may have sent this off to XXXX for both myself and my wife instead of fixing my trade line request with XXXX like they were supposed to?
Both my wife and myself are requesting to have every payment made for XXXX added to all credit reporting agencies. XXXX HAS CONFIRMED THAT NO PAYMENTS ARE BEING REPORTED TO THEM FOR XXXX! My wifes XXXX also shows no payments for XXXX as well! Please fix our XXXX as well! This is completely unacceptable. ALL 3 CREDIT REPORTING AGENCIES SHOULD REFLECT EVERY SINGLE XXXX PAYMENT, ALL OF THEM AS ON TIME, AND OUR ACCOUNT AS IN GOOD STANDING!
Both my wife and myself are requesting that every piece of payment history be reported accurately to each of our credit reporting agencies. Our reports should be 100 % identical as we are on the same account and when we compare, we find discrepancies. This is 100 % unacceptable!
We would like assurance that retraining of staff involved with our account will take place once this situation has been cleared so no other customer has to endure this nightmare. Avoiding a legal battle is key.
XX/XX/XXXX an email was sent to CEO XXXX XXXX requesting action be taken to remedy this. No response was ever received. All of the above was sent to him.
To date, nothing has ever been received on our end from Mr. Cooper to fix this and this situation remains unresolved. They are in direct violation.
Company Response: Closed with explanation
2019-07-22
Syringa, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX, 2019, I notified my mortgage loan company, " Mr. Cooper '', about my application for County tax relief was approved by XXXX County, Virginia. Per the county, I am entitled to a 25 % reduction of real estate taxes, but " Mr. Cooper '', the lender, has not adjusted the amount of escrow they are collecting from my monthly mortgage payments. They are holding the excess amount themselves, since they are sending my county the correct reduced amount. I have been trying for months to have them reduce the amount owed on my monthly payment, to reflect the reduced tax amount. All to no avail.This has been going on for 7 months so far.
Company Response: Closed with explanation
2019-07-21
Lowell, AR
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Complaint: XXXX OWES US $ XXXX from bk noXXXX and illegally reporting tradeline after so.l.
expired
Company Response: Closed with explanation
2019-07-21
NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I have tried to communicate in writing with Nationstar LLC aka Mr. Cooper concerning a mortgage modification. I asked Nationstar LLC to communicate with me in writing, so I can have all communication checked by legal counsel. I have written directly to XXXX XXXX, who supposed to be my loan specialist, but have yet to receive any written communication from him.
I have received a letter from Nationstar LLC that is can not and will not consider a loan modification, but I keep receiving email messages from the company requesting that I call it because it can help me. I wrote to Nationstar LLC asking what I should believe : the letter or its email.
Nationstar LLC refuses to respond in writing. XXXX XXXX has not corresponded with me.
Company Response: Closed with explanation
2019-07-21
Bridgeport, CT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-20
Hack, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-20
Albany, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-19
Great Neck, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My name is XXXX XXXX and I am the only person on the mortgage, But my husband XXXX XXXX and I are both on the Deed.
The property is currently in foreclosure and it is against both XXXX XXXX and XXXX XXXX since we both on the deed.
Yesterday XX/XX/XXXX, we called Mr Cooper Home Loans.
The current servicer is XXXX XXXX XXXX.
Although Mr Cooper was the previous loan servicer, they still claim that my loan is with an attorney ( XXXX XXXX XXXX and Mr Cooper refuses to deal with us in any major way and Mr Cooper refuses to accept my husband XXXX XXXX as an authorized party to get information on the loan.
Yesterday we spoke to XXXX ( id # XXXX ) and her supv. XXXX.
We notified Mr Cooper for the first time back around XX/XX/XXXX that XXXX XXXX was NOT our atty anymore and that XXXX XXXX was UNcooperative with us and was not calling or notifying Mr Cooper even though we had requested this of him several times.
Mr Cooper to this date, says that only the atty is allowed to remove himself. Mr Cooper has been informed MANY times of our displeasure with that atty and our FIRING that atty. We even had another atty assist XXXX XXXX with Bankruptcy after XXXX XXXX but Mr Cooper retains XXXX XXXX as the atty in charge and stated that the case goes back to XXXX XXXX automatically even though the bank atty doesnt have him registered as our representative anymore.
XXXX XXXX says he tried several times to communicate with Mr Cooper but it seems that the bank tells him that the request has to come from us. ( See attached ). Mr Cooper is not accepting our request either.
Company Response: Closed with explanation
2019-07-19
Hillsdale, NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-19
Washington, DC
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: In XX/XX/2005, I purchased my home through XXXX XXXX XXXX at the age of XXXX. I received a good faith estimate from one of their reps, XXXX XXXX stating that my mortgage would be {$1200.00} with a fixed interest rate. When I went to closing, the mortgage was triple that amount with a very high interest rate and a 2nd mortgage company was listed throughout the paper work with an even higher interest rate. Initially, I denied the purchase because of the false information I had received. After 3 of the members at the table, along with my realestate agent, informed me that I could always refinance, I decided to proceed. It's been 14 years since I purchsed. My mortgage turned out to be an ARM and I've been denied the opportunity to refinance numerous times. The mortgage has been transfered numerous times and XXXX XXXX is now CLOSED. I've contacted Mr. Cooper for a reinstatement balance including lawyer fees, NO CALL BACK. I requested refinance options, NOTHING. I left 2 messages within the past 3 days, NO CALL BACK ... Please help me!
Company Response: Closed with explanation
2019-07-19
Glendale, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-19
Los Angeles, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-18
Walden, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-18
Keyport, WA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-07-18
Doral, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-18
York, SC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-18
Long Beach, CA
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was already discharged in bankruptcy and is no longer owed
Complaint: I filed for bankruptcy chapter XXXX on XX/XX/XXXX and the house I own in that time was discharged on XX/XX/XXXX. I filed chapter XXXX bk on XX/XX/XXXX and the company XXXX XXXX is trying to include this discharged debt on this bankruptcy.
Company Response: Closed with explanation
2019-07-18
Miami, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-17
Hamburg, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Mr. Cooper mortgagee co just purchased my mortgagee from Seterus. This happened just a few months ago.
This months statement XX/XX/19 states thy are going to charge me fort hazard insurance.
The is around {$1300.00}. requiring my escrow payment each moth to be increased.
They did this while knowing that. I had insurance that I purchased ( by me ) and had been paying for the last 20 years, when with Seterus. The even had it noted on my account tat I had insurance from XXXX XXXX XXXX.
So they were going to bill me for additional ins that was not necessary.
I want the world to know how they rip off customers.
They say will correct it.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX M XXXX
Company Response: Closed with explanation
2019-07-17
Tarzana, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Nationstar Mortgage, LLC dba Mr.Cooper failed to respond to my information request / qualified written request.
Company Response: Closed with explanation
2019-07-17
Great Neck, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Complaint: The mortgage account is in the name of my Wife XXXX XXXX, the deed is in the name of XXXX XXXX and myself XXXX XXXX In a nutshell-Mr Cooper bank sent my loan mod approval to an atty ( XXXX XXXX ) I had already fired. XXXX XXXX kept the information too long thus causing me to sign the papers late and therefore Mr Cooper bank declared that I turned down the loan mod. and bank would not reconsider. During this process of getting the documents signed by XXXX XXXX, I SPOKE TO I think XXXX XXXX by tel. who approved a 30 day extension from the day we spoke and arranged for a notary to come to our home for the signatures.
The notary came to my house to acknowledge the signing ( by my wife ) and in turn would retain and submit the documents to Mr Cooper. Begs the question- why send the notary to my house for signatures if the docs are not to be accepted???
The longer version : In XX/XX/XXXX I called XXXX XXXX XXXX to say that we would be hiring a new atty because we felt he was incompetent and he was not aware that my property had a foreclosure date pending in 3 days while he was in the airport to go to XXXX XXXX. I hired a bankruptcy attorney immediately.
We called Mr Cooper bank when the Bankruptcy was complete around XX/XX/XXXX to start a Loan Mod. We were assisted by XXXX ( a non profit ). The package was quickly submitted, During the approval waiting period on many occasions Mr Cooper bank was constantly notified by telephone that XXXX XXXX was not representing us and there was no atty. This had to be done many times because it would ALWAYS come up on conversation when my wife and I called the Mr Cooper bank. Even as far back as XX/XX/XXXX the Bankruptcy atty was in XXXX with Mr Cooper bank, so I XXXX XXXX. The bank at the time was Nationstar ( now known as Mr Cooper ). dont understand why the Mr Cooper bank went back to contacting XXXX XXXX XXXX. ( the non Bankruptcy atty ). On preliminary approval Mr Cooper bank dictated the pymt amount and dates of the 3trial payments. The payments were acknowledged to be received on time. Then Mr Cooper bank sometime around XX/XX/XXXX sent the approval letters ( for signatures ) to the non bankruptcy atty.
WHY? WHY to this guy? he was not my atty and the bank had been verbally notified. The incompetent XXXX XXXX was also TOLD several times to notify the Mr Cooper bank but he didnt do so until XX/XX/XXXX.
Due to the above incompetence by the Mr Cooper bank, my loan mod was denied. My loan was soon transferred to XXXX XXXX XXXX.
Now Im still fighting to get a loan mod approved but XXXX has denied it even though I told them the problem and my family income is higher than while at Mr Cooper. XXXX is telling me to appeal but things are only stronger than while at Mr Cooper. Why is this happening?
Company Response: Closed with explanation
2019-07-17
Tarzana, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX, Wells Fargo Bank N.A. ( WFB ) filed the attached false and manufactured unsecured proof claim in the amount of {$830000.00} ( the Claim ).
Please confirm that WFB is aware of and approved the Claim as the Claim requests payments go to a law firm trust account, which gives the impression that the law firm is acting on its own behalf in an attempt to collect legal fees.
The Claim is knowingly false and abusive including for the following reasons : 1 ). My XXXX, NV property was sold on XX/XX/XXXX with the full knowledge and participation of WFB : the note and deed of trust were paid in full through escrow and title and returned to me marked PAID in Full ( attached ). A full reconveyance of the deed of trust and satisfaction of the note was filed in the land records ( attached ). WFB purports to act as trustee for the certificate holders of XXXX XXXX XXXX, mortgage-backed securities. In that capacity, WFB reported to the certificate holders of XXXX XXXX that after the sale of my property the loan is no longer in bankruptcy, it has been liquidated with any and all losses fully realized. See the attached XX/XX/XXXX, XXXX XXXX investor statement : page 22 lists 3 loans currently in bankruptcy of which mine is not included, and page 25 seventh entry from the bottom indicates the loan was liquidated.
2 ). WFB 's standing turns solely on possession of the original note and deed of trust. WFB admittedly does not have possession of the instruments, they were returned to the makers. Rather than attach a copy of the note and deed of trust in the condition last known to WFB wherein they are marked PAID IN FULL, WFB attached an earlier version of the Note to the Claim without including an accounting of the payoff nor disclosure that WFB is no longer in possession of the Note it attached to the Claim -- it was paid in full through escrow and returned to me and my husband.
3 ). WFB purports to be acting for the certificate holders of XXXX XXXX XXXX, and is aware it can not and does not own unsecured debt. XXXX XXXX purports to be a loan trust backing publicly offered securities that elected tax-exempt status as a XXXX XXXX XXXX XXXX XXXX ( XXXX ) and does not own any unsecured assets. Any and all statutes, rules, or public policies governing mortgages, provide that the definition of a mortgage is a loan secured by real property. XXXX XXXX governing documents do not allow any unsecured assets to be property of the XXXX. 26 CFR 1.860G-2 ( a ) ( 3 ) ( iii ) Later discovery that an obligation is not principally secured. If, despite the sponsor 's reasonable belief concerning an obligation at the time it contributed the obligation to the XXXX, the XXXX later discovers that the obligation is not principally secured by an interest in real property, the obligation is a defective obligation and loses its status as a qualified mortgage 90 days after the date of discovery.
4 ). In an attempt to give themselves an out if the false nature of the claim is discovered WFB included the following caveat to its unsecured claim : *The claim amount at this time is estimated and subject to revision for the following reasons. This loan was previously secured by a deed of trust against the real property located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX NV XXXX. On XX/XX/XXXX, the deed of trust was conveyed due to the payoff of the secured portion of the principal balance of the loan under XXXX XXXX XXXX plan. Creditor is still in the process of reviewing the legal effect of the XX/XX/XXXX conversion of this case to Chapter XXXX and reconciling the accounting of the loan based on the conversion. WFB is fully aware that it does not and can not own an obligation that is not principally secured by real property. The pay-off referenced did not solely pay the secured portion of the loan, it paid the loan in full through escrow, the instruments were returned to me marked PAID IN FULL, and supported by the full reconveyance and satisfaction filed in the XXXX XXXX, NV.
recorders office.
Given WFBs widely-reported pervasive and persistent misconduct, including manufacturing business records to illegally open over 3.5 million fake banks accounts, ( see Every Wells Fargo consumer scandal since XXXX : A timeline XXXX XXXX XXXX, and see the attached detail of the misconduct of Wells Fargo during one 17-month period ), WFB 's conduct in filing the false Claim through manufactured books and records to create unsecured debt it does not and can not own, is particularly egregious and disturbing.
Company Response: Closed with explanation
2019-07-17
Lannon, WI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-17
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have been trying to get my mortgage company MR Cooper to pay my property taxes from my escrow account, the taxes are several months overdue. i have talked to them several times over a period of two months and they still have not paid the taxes. The amount due was XXXX and now due to interest and fees it is at XXXX due. I just received a letter from an attorney representing the appraisal district say they are going to sue me if the taxes are not paid. I have relayed this message and all the paper work they have asked for and it has not been paid.
Company Response: Closed with explanation
2019-07-16
Campton Hills, IL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation