NATIONSTAR MORTGAGE

2019-07-16

Washington, DC

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-16

Arlington, TX

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-07-16

Cary, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-16

Santa Ysabel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: STOP AUCTION SALE OF OUR HOME Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Homeowners Bill of Rights of California. Packet is in process and will be submitted. Hello XXXX Management, the entire Advocacy Team for my modification efforts, et al, RE : XXXX Webfile Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX Securitizations, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX Securitizations, master serviced by XXXX XXXX My full XXXX transcript of communication with the servicer is over XXXX pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX Securitizations, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX Securitizations, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX Securitizations, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX Securitizations, master serviced by XXXX XXXX. This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX Securitizations, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX Securitizations, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX Securitizations, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX SECURITIES : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX Securitizations, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX Securitizations, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX XXXX XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, State of California National Bank Settlement XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; Senator XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California XXXX XXXX Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, Action XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California XXXX XXXX, Consumer Protection Clinic, of the University XXXX California XXXX XXXX XXXX XXXX California XXXX, A Program of the Attorney General. XXXX XXXX XXXX XXXX XXXX XXXX of Mortgage Settlement Oversight, California XXXX XXXX XXXX Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-07-16

Santa Ysabel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: STOP AUCTION SALE OF OUR HOME Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Home owners Bill of Rights of California. Packet is in process and will be submitted. Hello XXXX Management, the entire Advocacy Team for my modification efforts, et al, RE : XXXX Webfile Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXXI XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX. This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX Securitizations, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX Securitizations, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX SECURITIES : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX Communications -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX Loan Number # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, State of California National Bank Settlement XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; XXXX XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, Action XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California XXXX, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX Office of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the University of XXXX XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-07-16

Santa Ysabel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Please note, I am in an active loan modification process, please do not move my property to auction sale on XX/XX/XXXX in violation of the Home owners Bill of Rights of California. Packet is in process and will be submitted. Hello XXXX XXXX, the entire Advocacy Team for my modification efforts, et al, RE : XXXX XXXX Transcript of Modification Efforts and Investor Rejections : Nationstar Loan Number : XXXX, XXXX XXXX XXXX Home Loan Number : XXXX and XXXX ID # XXXX -- -COPY ALSO ATTACHED I have attached a partial transcript that identifies communication with the servicer in the past-this is a partial and not full transcript, as the full transcript is more than 100 pages longthe partial transcript is intended to isolate some of the instances of the investors rejection of viable modification option in the past. Please note the particular case where the servicer had approved a modification, I accepted it, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected a plausible affordable payment solution. I have multiple situations where the servicer had felt a modification was doable, and then the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected it. Please note in the transcript where I have isolated only a few instances of my efforts to date regarding attempts for modification and at the end of each process, the investor, XXXX XXXX, master serviced by XXXX XXXX, rejected the proposal for modification. I have attached, a copy, of the entire transcript that shows all my interactions with the servicer and their reporting back to my XXXX web file the repeated decisions, which have been rejections by the investor, XXXX XXXX, master serviced by XXXX XXXX. My full XXXX transcript of communication with the servicer is over 100 pages long which I have saved and preserved for future use if needed. The following transcript is a streamlined version of communication to give you an idea of the struggles of attrition during the entire life of this modification process. Please make note wherever the name servicer is mentioned in a row, on the transcript, and the response by the servicer. Please review the attached full transcript as needed to present an even clearer picture of the content of each modification rejection by the investor, XXXX XXXX, master serviced by XXXX XXXX. Please note, on particular case, in the row dated XX/XX/XXXX, after the servicer had extended a modification solution with an affordable payment, after I accepted the solution, the investor XXXX XXXX, master serviced by XXXX XXXX, again, rejected it, even after the servicer had extended terms. Note in particularly, that the servicer states in the transcript communication on line item dated XX/XX/XXXX, that the investor has the final say in all matters regarding the extension of any affordable modification solution. It was amazing that the servicer, at the time, approved a modification, posted it on my XXXX web file to accept, and not even minutes later, the investor denied the plausible modification solution, which caused the servicer to state in the end, that the decision is at the sole discretion of the investoreven the servicer was surprised and baffled by the investors rejection of a reasonable affordable payment solution. Therefore, in the end this is why, although we will remain optimistic that a solution with an affordable payment can be extended, however, the past history by this investor, XXXX XXXX, master serviced by XXXX XXXX, does not suggest a favorable outcome resulting in an affordable payment solution although I qualify when you look at the calculated housing, back, and front end ratios which were calculated by a reputable housing agency. In the end, we hope this will not be another act of futility by the servicer with no actual decision making powers, who have been willing to extend a reasonable affordable payment solution. But the servicer has had their willingness to extend an affordable solution, rejected by the servicer they work for : XXXX XXXX, master serviced by XXXX XXXX. This is why I am requesting that my advocacy team make an aggressive effort to contact the investor XXXX XXXX, master serviced by XXXX XXXX ; they are the ones who have rejected every offer, not the servicer. One of the servicers representatives even demonstrated their frustration that their attempts to extend an affordable payment solution were rebuffed by the investor. Because of their frustration, the servicer identified the following person, XXXX XXXX, as the liaison to the investor team, please contact him, or the other staff members listed below, at the following contact info to determine why they continue to deny and reject reasonable affordable payment modification offers and other programs that would assist us to stay in our home with reasonable solutions to include : all Principal Reduction Programs, options through theHAMP, Hardest Hit Funds, Transcript of Modification Efforts and Investor Rejections XXXX ID XXXX Page 2 of 11 Keep Your Home CA, and other proprietary solutions, etc. All of the aforementioned programs that could have been applied to my situation for an affordable mortgage payment, that we qualified forhave all been denied, and not accepted, but rejected by the investor XXXX XXXX, master serviced by XXXX XXXX ( Please see the indented, highlighted paragraph below, the entire content between the hash lines was sent back to me from XXXX XXXX email addresses automatic reply system. Please use it to contact XXXX XXXX and the other investor staff, listed in his email, who are believed to be front line personnel for the investor XXXX XXXX, master serviced by XXXX XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- XXXX or contact members of his office staff : contact XXXX XXXX at XXXX ( or ) XXXX XXXX at XXXX I will be out of the office Tuesday XXXX. I will have no office contact while out and will respond when I return Wednesday XXXX. BID INSTRUCTIONS FOR LOANS IN XXXX XXXX : Uninsured loans : Total debt is approved PMI insured loans : Bid per PMI insurer requirements, total debt if they fail to set a bid. You may contact XXXX XXXX at XXXX or XXXX XXXX at XXXX if your issue requires immediate attention. Otherwise, please contact me ( XXXX XXXX ) when I return. Thank you. Also try, XXXX XXXX -- XXXX XXXX -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Again, a third party financial firm believed that our front end, back end, and overall housing ratios, are sufficient to sustain an affordable payment. The lack of payments over the past few years was not our intent nor purpose. We sincerely thought we would have had a modification with an affordable payment within 30 days of visiting XXXX, for modification assistance, the first time we sought them for help with our mortgage. The multiple rejections by the investor team are the reason this modification process is still being pursued, is ongoing, and has become a drudgery. The investors rationale that we received a modification in the past has been obviously demonstrated as no more than a repayment plan that increased our mortgage amount and placed us in a worsened hardship position, that modification repayment plan did not produce an affordable payment! I will provide all of these instances ( of investor rejections ) in my full XXXX transcript via email for my entire advocacy team to review. Please see partial transcript attached below regarding some of the relevant communication from the investor XXXX XXXX, master serviced by XXXX XXXX as communicated via the servicer -- the powerless fronts for the investor. Please, any member of my advocacy team, you may use this letter as my authorization for you to contact the aforementioned possible front persons with the investor team : XXXX XXXX, master serviced by XXXX XXXX to continue your advocacy for a reasonable solution for an affordable payment modification once and for all. This has taken a tremendous mental toll on my family. Please help! Respectfully Submitted under the penalties of perjury, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX Last four SS # XXXX XXXX ID # XXXX, Nationstar Mortgage # XXXX, and XXXX XXXX XXXX Loan Number # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The California Homeowner Bill of Rights will ensure that many of the core provisions in the National Mortgage Settlement are extended to home loans that are not currently covered. ( CA Senate Bill 900 ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- cc : Chairman House Financial Service Committee ; XXXX XXXX, XXXX ; Atty General, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ; XXXX XXXX, XXXX Law Firm ; Senator XXXX XXXX ; XXXX XXXX XXXX ; Congressman XXXX XXXX ; XXXX XXXX, California Corporations Commissioner Department of Corporations ; Customer Assistance Group, Office of the Comptroller of the Currency-Case # XXXX ; Mr. XXXX XXXX XXXX, Office of Thrift Supervision, XXXX XXXX, XXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX and XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General. Mr. XXXX XXXX XXXX XXXX XXXX of Mortgage Settlement Oversight, California Monitoring Office , Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX California Monitor, A Program of the Attorney General, Staff Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-07-16

Ocklawaha, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My mortgage got sold to new company. Mr. Cooper. My payment is due on the XXXX and like always not late after the XXXX of the month. Yet this new mortgage company calls me once or twice a day everyday starting on the first of the month until I make the payment even though it is not even late yet! I am just and tired them harassing my cell phone. Told them numerous times that what they are doing is XXXX, I am not late stop calling.
Company Response: Closed with explanation

Timely Response

2019-07-16

Hillsdale, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-16

Mauston, WI

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-07-16

Elmwood Park, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was purchased to Mr. Cooper ( Nationstar ) from previous lender Seterus, Inc. Once I received notice from the Mr. Cooper , it also included a past due bill that indicated I was 50 days late and missed both the XX/XX/2019 and XX/XX/2019 payment. My house was in jepordy of foreclosure. In addition, the principle balance and monthly payment had increased. Upon my initial inquiry I was told the payments from the previous lender must not have been transferred over correctly. I submitted 2 years of payment history to SeteruXXXX from my XXXX XXXX XXXX on line banking to Mr. Cooper. It is impossible to reach the research team, they do not interface with customers. My claim was denied according to a customer rep even thought I showed them proper payments. Each day I speak to someone new in their customer service department and continue to get different answers. They have since reported delinquent to my credit reports, and continue to tack on fees. This company 's inaccurate reporting, threats of foreclosure and increase of my mortgage principle is terrifying. You can not get anywhere, I was left with no choice but to pay the amount in dispute that I have already paid, since they threated placing a lean on my property. It is not fair, the reviews of this company are terrible, I am at a loss of what to do.
Company Response: Closed with explanation

Timely Response

2019-07-16

Aurora, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In 2013 I notified our mortgage company of senior exemption status meaning the mortgage company should cease property tax withholding. Since that date I have contacted our mortgage company many time with no results. I have sent the letter of exemption many times with no results. I am unable to resolve this issue with the mortgage company and therefore the situation has resulted to this complaint.
Company Response: Closed with explanation

Timely Response

2019-07-15

Santa Ysabel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

Fresno, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

Cedar Hill, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been trying to resolve this issue since last year XX/XX/2018 .... payments have not been posted to my loan and also Floridas Hardest Hit was also not applied correctly. I have been trying to resolve this problem I have also tried loan modifications and they keep denying it. I have all documents which state the amounts are in correct and because of this I keep getting denied the modification its a domino effect. I just received another letter from them stating I applied for the modification late after they sent me to foreclosure. This is incredible I have been trying to modify and correct this problem. Way before it got this far all the notices I get from them are inconsistent I have all of my documents to prove it I have sent them proof and nothing gets done
Company Response: Closed with explanation

Timely Response

2019-07-15

Clermont, FL

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2019-07-15

Fort Worth, TX

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-07-15

N San Juan, CA

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: On XX/XX/XXXX one of 2 structures burned with 17K other buildings during the Camp Fire. I had a reverse mortgage with Champion Mortgage ( CM ). After several months of attempting a short sale on the building that was left, " standing '', I changed my mind and decided to pay off the mortgage from Line A ( dwelling ) on my homeowners insurance policy. ( XXXX XXXX ). My insurance adjuster was told the payoff amount by the Loss Draft Dept at CM. She issued a check with both my name and CMs. I endorsed that check and sent it to CM to their loss draft dept in XXXX XXXX, NE. ( For exact address see attached mailer label. ) From the time the payoff check was written by my Insurance Co, signed by me and sent to the Loss Draft Dept, of CM, signed for by by a CM employee, 6 days had passed. The check arrived on XX/XX/XXXX. On XX/XX/XXXX I began calling to check on the status. XXXX, in the Loss Draft dept, phone number XXXX XXXX XXXX, ext. XXXX did not answer and I left her my information, asking for a return call. A second call was placed on XX/XX/XXXX with the same answering machine as the first call. I did not receive a call back from that " left message '' either. ( XXXX did tell me that she had called me twice and left messages. I never received either of those. ) On XX/XX/XXXX XXXX did answer. She was quite vague about the steps to " research '' my loan and said it appeared the " request to update had closed last night ''. I asked what would have to happen next and XXXX could not provide me with any answer as to how long this " Request to payoff '' would take to process. I pushed her for information and she finally passed me off to " XXXX '' in the Loss Draft dept. XXXX said it would take another 3-5 days to do the " pay off ''. " I first have to ask you if you want this check to be used to pay off this loan?, she asked me. " I'm sorry, but why else would my insurance company be sending you the amount you gave them as a " pay off '' amount ''. She replied, " Well it could be for repairs ''. Obviously XXXX was not seeing my hand written note, that came with the check, stating that I wanted to use the check to pay off the mortgage. And, ( and this is why I'm writing you ) she informed me that " gosh, interest has continued to accumulate on your balance so you will have to send another check for this extra amount before we can close the loan out ''. My question to you is this : At what point ; does CM stop adding interest? Seems to me that when they gave the final figure to my insurance company, that would have been the final amount. It feels like they are gouging or loan sharking. If they are allowed to do this, then when do they finally accept what is being sent to them. If I wire them the difference in what my insurance company ( as per CM ) calculations were, and their very slow time to process that check, then won't they want another check to " catch up '' from when they give me this amount they say is going to be owed. If they take another 10 days to process this " catch up '' check, am I going to be dogged forever, as time goes by between each check written and their bookkeeping dept at the Loss Draft section? Is this gouging, is this loan sharking, is this Senior abuse. Any one of these is quite sleazy. I would appreciate an interpretation from you. And, an action if this seems unethical, or illegal.
Company Response: Closed with explanation

Timely Response

2019-07-15

Jacksonville, FL

Unexpected or other fees

Money transfer, virtual currency, or money service: Debt settlement

Complaint: I have been requesting a pay off on my home and Mr. Cooper is failing to give me a timely and correct payoff amount. The first two requests were made on XX/XX/2019. I spoke with their customer service on XX/XX/XXXX, XX/XX/XXXX ( to three separate people over two calls ) and XX/XX/2019. I have received two pay off amounts and neither was correct and both were provided to me untimely. The second one was provided with a pay off date on the same date it was sent and provided after XXXX XXXX. ( on a Friday ). I couldn't pay it off b/c the bank was no longer open and I was told I would have to request a new payoff. Mr. Cooper makes about {$10.00} per day in interest that the house is not paid off. Since XX/XX/2019, this has made them over {$200.00} in interest despite the fact that I would have paid it off on XX/XX/XXXX or even before now if the correct information had been provided to me.
Company Response: Closed with explanation

Timely Response

2019-07-15

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

Del Rosa, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-14

Arsenal, 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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-07-13

PA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: XX/XX/XXXX I reached out to Mr.Cooper for assistance they sent a email for document to review for a modification with a initial deadline for XX/XX/XXXX then it was extended to XX/XX/XXXX. I supplied the necessary information to Mr. cooper via email first time then I sent it via certified mail along with a cashiers check to their post office box. I was under impression everything was satisfied and I was actively working at getting back on my feet by getting a job and finding suitable arraignments for my ailing wife. I got many text messages and phone calls that went directly to vm with no ring and I didnt understand the process so when I would call in a representative would state your account is behind would you like to resolve the debt which made me upset because legally Im asking for assistance and they only care about the money. I eventually had to send documents to a senior magangment that shows that I timely filed within the deadline and the mixup is attributed to Mr cooper. Even with all that I get a notice saying my modification was declined because I dont file in the appropriate time. I filed within the timeframe they provided andI truly believe they are causing the account to purposefully Age I cant call with out cursing and screaming because nobody takes there job seriously and I take my life and commitments very seriously
Company Response: Closed with explanation

Timely Response

2019-07-13

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-12

Arco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan is serviced by mr. COOPER. I feel I have been overcharged from the mortgage escrow statements. There is a XXXX XXXX dollar balance that makes no sense. When I have called, the representative is too inept and unable to pull up the escrow statement. I have been repeatedly transferred and left on hold indefinitely. A customer service representative, XXXX XXXX emailed the escrow department supervisor, XXXX XXXX to contact me on XX/XX/2019. My escrow analysis has raised my monthly amount but there is a surplus and I can not get anyone to help me resolve this.
Company Response: Closed with explanation

Timely Response