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 29
2019-07-12
MA
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: I am attempting loan modification on property located at XXXX XXXX XXXX XXXX, MA XXXX. First issue is : 1 ) mortgager service is attempting to collect a debt while in bankruptcy and while in review for loan modification ( dual tracking ) -- Second Issue 2 ) But more significantly, their attempts to collect arrears are based on a monthly mortgage payment which does not compute to the terms of the loan origination. The note and mortgage originated in XX/XX/XXXX at 7.375 % over 30 years. Presently the terms being enforced are 5.25 % with the entire balance due.. No prior modifications on this loan have been received. I have attempted to fix this problem with them before but to no avail. They servicing of this mortgage and their subsequent transfers have resulted in them either losing the original terms of mortgage or the investor has tried to take advantage of the mortgagor/debtor by tweaking the terms of payment in order to foreclose. Historically i paid on this mortgage in accelerated fashion between XX/XX/XXXX andXX/XX/XXXX on the order of {$110000.00} -- none of these payments were properly applied. I was only 2 months behind when i filed in XX/XX/XXXX. My payment then was about {$1700.00} a month PITI. Now my payment is {$2500.00}. I called them and they explained that my loan matured in XX/XX/XXXXand that they could not explain the math. I explained that my accelerated payments to them while in active Chapter XXXX should be applied retroactively on the same terms of origination and amortization as that provided in XX/XX/XXXX when i took the loan out. They seemed confused. I sent Mr. Cooper ( formerly Nationstar then formerly XXXX XXXX then formerly Aurora loan Services ) Proof of the voluntary dismissal of my bankruptcy. They agreed that the terms now being enforced are erroneous but have made no efforts to fix it. I will send a copy of the letter ( formal dispute ) i recently sent Mr. Cooper Loan # XXXX including disbursements and orders of the trustee in bk under my original case XXXX. Mortgagor has provided a complete loan modification packet to Mr. Cooper and is in underwriting but without CFPB involvement concern is that Mr. Cooper will miscalculate debt owed resulting in more troubles.
Company Response: Closed with explanation
2019-07-12
Columbus, OH
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-11
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-11
Arcadia, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-11
Webster Square, MA
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2019-07-11
Gobblers Point, AR
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-11
Homewood, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-11
Lewisville, TX
Trouble during payment process
Mortgage: Reverse mortgage
Complaint: My name is XXXX XXXX.
My parents have a reverse mortgage. My Dad passed on XX/XX/XXXX. He left the house to me.
There is a $ XXXX mortgage balance ; I have invested $ XXXX more ; and the market value ranges to {$430.00} same floor plan within the addition ( XXXX XXXX ) On XX/XX/XXXX I filed a procedural request for 3 month extension ( see attached ).
On XXXX I received a notice of foreclosure from Champion Mortgage dated XX/XX/XXXX.
On XXXX I contacted Ms. XXXX XXXX of Champion Mortgage regarding the acceleration.
She requested 2 documents which were immediately provided for the application.
On XXXX I also contacted FHA.
On XXXX I was contacted by Ms. XXXX XXXX HUD XXXX XXXX XXXX.
Following our conversation Ms. XXXX assured me in view of good faith efforts the procedural extension should not be a problem.
On XX/XX/XXXX I received a second notice of foreclosure scheduled for XX/XX/XXXX. The notice is dated XX/XX/XXXX ( see attached ) On XX/XX/XXXX I contacted Champion Mortgage. As Ms. XXXX was unresponsive I escalated to reconfirm the requested submittals were received and forwarded to HUD/FHA for consideration.
I was told my application was denied by " XXXX '' a HECM resolutions manager with Champion in Arizona ( Ms. XXXX has yet to respond ).
I requested a copy of the HUD/FHA letter of denial.
I was told that said document was for internal use and the mortgage company was under no obligation to provide it.
Given previous conversation with Ms. XXXX I then called FHA resource to escalate.
I was told I would receive a call back within 4 business days.
My homestead is in XXXX, AL.
I have moved personal property from XXXX to XXXX.
The house listed with MLS ( see attached ) I have negotiated several offers none of which were accepted.
I have invested nearly every cent I have using credit and capital resources to update my parents home of almost 25 years.
Every mechanical system has been replaced ( HVAC-2 ; h2o heaters -2 ) ; appliances ).
Painting of the interior is complete.
Flooring is contracted and in process of being professionally installed.
In short ; the home will be in " as new '' condition for a relaunch by XX/XX/XXXX.
I am in negotiation with XXXX for sale of home awaiting appraisal.
In short - I have acted in good faith risking my life 's savings to meet the requirements of HECM guidelines as heir.
I was advised by XXXX, an approved reverse mortgage consultant, that I could extend the listing up to 1 year in three intervals.
The notice of foreclosure was written on XX/XX/XXXX a full 10 days before the end of the first 6 months interval. Documents were provided timely on 2 occasions.
While I understand there are legal remedies I am seeking intervention and relief from government authority. These actions would seem to be predatory.
I have acted in good faith.
I am in the middle of trying to fix and sell this place exhausting what few resources I have.
I believe it is also pertinent to convey the fact that I am legally XXXX.
As such I am unable to obtain a new mortgage as my income will not qualify for my homestead and the inherited HECM reverse mortgage.
My financial life is threatened by these actions. If I lose the home I will not be able to meet my obligations and will become a burden to others. I am appalled by the lack of transparency. HUD letter of denial a secret? Sorry, we didn't receive your request and although there is no financial default nor threat to asset we are foreclosing anyway? Even though we received your second request it wasn't processed till Monday over a holiday weekend and is therefore 2 days late? Champion Mortgage did not even wait 6 months to initiate foreclosure. What has happened here is surely not what was advertised nor expected. I am alone in this endeavor. I shall go down trying. The stress is unbelievable.
The wolves are at the door and I pray for relief.
Please help Sincerely, XXXX XXXX, XXXX.
From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : XXXX - request for extension Hello, I need two PDF attachments, the first attachment needs to be a written request and a MLS listing agreement. I am unable to send this for review. If you have any questions, please call into the customer service department.
Thank You, XXXX XXXX Manager Resolution- Reverse XXXX XXXX XXXX XXXX, TX XXXX ( O ) XXXX ( F ) XXXX Champion Mortgage
Company Response: Closed with explanation
2019-07-11
Decatur, GA
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2019-07-10
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-10
Austin, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I have been deffering my property taxes fo 10 years. First with Nations star ( took over XXXX XXXX XXXX loans as I recall ). As provided by Texas law. And now the loan is with Mr. Cooper.
For some unknown reason Mr. Cooper paid all of the accrued property taxes ( in error I assume of {$69000.00} ). They indicated they had contacted XXXX county to get a refund because of the error and XXXX county advised it would take 60-90 days to respond.
In XXXX they informed me they would have to raise my payment from {$1300.00} to {$3100.00} ( {$1700.00} ) I assume to reimburse them for their error. I can not afford that, the reason I was defferring taxes.
I complined about the action and they responded. And after talking to several representatives. They advised me my payment would remain at {$1300.00}, and the XXXX statement reflected that amount. I have a response stating that amount.
Today I recived a new statement dated XX/XX/2019 due XX/XX/2019 and the escrow account is $ XXXX. Back to the original problem..
My loan number is XXXX.
I am concerned as I am on a fixed income and can not pay the additional {$1700.00}.
Why should I be penaalized for their incompetence?
I understand that everything will be paid when we sell the house and or the owners are deceased.
Your help or advise would appreciated.
Respectfully, XXXX XXXX 512 t
Company Response: Closed with explanation
2019-07-10
Santa Ysabel, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: When Mr. Cooper suddenly and abruptly took over from Seterus of our loans their improper handling of both the transition and later messing up receipt of monthly payments has been out-of normal. Unlike Seterus, there is no way to straighten thing up with anybody or any office. Consumer must doing things their way ( putting up with mistaken overcharges ), or otherwise ( foreclosure ). I only want them to straighten their records by fixing their mistakes ( denying have cashed my payment checks ; contrary to my bank 's record ). Aleast ive me a chance to send them copies of cashed checks.
Company Response: Closed with explanation
2019-07-10
Antioch, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-10
Chattanooga, TN
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2019-07-10
Carmel, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: On or about XXXX, I negotiated a mortgage contract with the Realtor in XXXX but the contract was written in XXXX & was told that the interest & monthly payments fixed. Later I negotiated a mortgage with a fixed interest rate & payments I can afford for the life of loan.
On or about XXXX, I suffered multiple family, major health that caused severe financial hardships. I contacted XXXX ( servicer ) & informed them of the issues & they agreed on the terms of new modification & that the documents will be sent. Soon after Nationstar became the ( new servicer ) & even though they accepted my mortgage payments they have yet to send me the modification contract they agreed to & now in their foreclosure process in which a Trustee Sale maybe schedule at any day Now.
Company Response: Closed with explanation
2019-07-09
Chicago, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Nationstar Mortgage LLC purchased insurance for me without telling me in XX/XX/2019. The insurance is extremely expensive. They sent me a letter 6 months after it's been active. Now my escrow payment almost doubled. This is a huge problem.
Company Response: Closed with explanation
2019-07-09
Clay, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-09
Tarzana, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I have a mortgage loan with NATIONSTAR/MR COOPER, and I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report, I called NATIONSTAR/MR COOPER and they said their system automatically put me on paperless billing, which I did not request. I was awaiting letter in the mail all this time just to find out their system had an error. As you can see, I have always had a stellar payment record. I tried contacting XXXX, XXXX, XXXX, and NATIONSTAR/MR COOPER with no successful resolution. XXXX, XXXX, and XXXX only reporting me 30 days late. There was an error on their part. I was never 30 days late.
Company Response: Closed with explanation
2019-07-09
GA
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: Since my husband 's death our 100 % satisfied paid off mrtg and canceled line of XXXX For him only has been transferred due to wrongful foreclosure to all the below. I am still in superior court again w 3 motions on file. XXXX XXXX, XXXX XXXX, XXXX on line, XXXX XXXX XXXX and XXXX, Mr cooper nationstar. This is ridiculous. I mailed motion ccrr to magistrate asking them to vacate and withdraw the erroneous judgement in XXXX County and they attempted to return to sender. Had to complain to post office ig. XXXX roulette ...
Company Response: Closed with explanation
2019-07-09
Country Lakes, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-07-08
Barnum Island, NY
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-07-08
San Diego, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My issue is three-fold with my mortgage company, Mr. Cooper.
Issue No. 1- Refusing to update their online system to reflect my new payment amount of {$4000.00} becoming effective on XX/XX/XXXX. The company has consistently been showing a payment amount of {$4000.00} in a small box to the right-hand side of the home page when I sign on to my account. Reps from Mr. Cooper have continuously stated the new payment amount for XX/XX/XXXX is {$4000.00}.
Issue No. 2 - Mr. Cooper holding my husband and myself liable for impounding our homeowners ' insurance due to verbiage in our loan modification paperwork, a document initially entered into witXXXX XXXX XXXX XXXX, after XXXX refused to make the payment to our insurance company and our insurance was cancelled.
Issue No. 3- Requiring a two-month reserve in our escrow account I have advised Mr. Cooper numerous times that we will not agree to a two-month escrow reserve because XXXX XXXX XXXX did not honor their own documentation in writing on our loan modification documents. XXXX XXXX XXXX failed to pay our homeowners ' insurance payment after the modification was signed by us resulting in our insurance being cancelled and us having to send in the payment directly to the insurance company. Mr. Cooper is holding my husband and myself liable to an impound account for our homeowners ' insurance which is ridiculous due to XXXX XXXX XXXX establishing the impound account per a loan modification and then failing to comply with the agreement.
I have been consistently been dealing with the issue of their online system not updating since my first phone call on XX/XX/XXXX, and as of today, the company still HAS NOT honored what every single escrow employee has told me to do : " PAY THE ESCROW SHORTAGE AND GIVE THE SYSTEM 24-48 HOURS TO UPDATE. '' CALL NO. XXXX XXXX, XXXX - MC Rep XXXX ID XXXX transferred me to XXXX XXXX in escrow dept. Spent almost one hour on phone ARGUING to bring my escrow account back to where it only required a one-month reserve instead of a two-month reserve AGAIN after going through this same scenario in XXXX. Per XXXX XXXX, I needed to make escrow shortage payment of {$340.00} in order to keep mortgage payment at {$4000.00} instead of {$4000.00} starting XX/XX/XXXX.
We paid Mr. Cooper {$340.00}, conf # XXXX, on XX/XX/XXXX and wasn't advised the payment was short XXXX cents and the system wouldn't update because of the shortage until XX/XX/XXXX. XXXX XXXX advised she lowered the requirement down to a one-month reserve on XX/XX/XXXX.
CALL NO. XXXX XXXX, XXXXMC Rep XXXX XXXX Texas XXXX ran another analysis to update payment to {$4000.00}. XXXX stated give system 24-48 hours to update and stated she would put in a note update the fee if system doesn't update.
CALL NO. XXXX XXXX, XXXX-MC Rep XXXX at XXXX entered a code to update system again.
CALL NO. 4-XXXX XXXX, XXXX at XXXXXXXX XXXX XXXX. MC Rep Tracy D. in escrow dept reviewed account. She didn't grasp situation. I requested to be transferred. I was transferred to MC Rep XXXX, ID # XXXX, put me on hold quite a while and then requested another update on account and stated give it 24-48 hours.
CALL NO XXXX XXXX, XXXX at XXXX a.m.-MC Rep XXXX # XXXX put me on hold and transferred me. Call disconnected.
CALL XXXX XXXX, XXXX at XXXXXXXX XXXX after being disconnected. MC Rep XXXX in Arizona, ext XXXX, waited on hold for him to transfer me to escalation dept. XXXX transferred call to MC Rep XXXX, ID # XXXX, in escalation division. XXXX advised that payment was XXXX cents short and that's why online system is showing {$4000.00} owed for XX/XX/XXXX. I stated that I paid the exact amount given to me by XXXX XXXX on XX/XX/XXXX. XXXX seemed confused by the issue I was having and didn't seem to read the notes on the system before picking up my call. XXXX stated to make the XXXX cent payment and the system will update in 7 business days to reflect correct amount of {$4000.00}.
We paid {$1.00} on XX/XX/XXXX due to system not taking anything less than {$1.00}. Confirmation # XXXX. XXXX stated the system isn't updating to reflect the correct amount because of the XXXX cent shortage. I advised XXXX that after the system was updated that I never received a new updated escrow analysis. She stated one was mailed to me and that I could access it online. She stated the escrow payment should have been {$340.00} and not {$340.00}. XXXX also stated that I need to initiate a request in writing EVERY YEAR that my escrow account have only a one-month reserve until my loan is paid in full. I believe I stated that that request by her company is excessive and burdensome, especially when employees at this company can not even update a system in a timely manner or advise a customer that an employee gave an incorrect amount for a shortage payment and that their employees need to be better trained.
CALL NO. XXXX XXXX XXXX, XXXX at XXXXXXXX XXXX. XXXX ext. XXXX wanted to transfer me to escalation dept. I stated I was done dealing with that department unless she was willing to transfer me to XXXX XXXX and/or XXXX 's superiors. I also asked for the address of Mr. Cooper 's legal division so I could put my request in writing since employees at this company DON'T HELP THEIR CUSTOMERS. XXXX refused to provide me with the address of their legal division and/or transfer the call to a management level above XXXX. I stated I would be filing a complaint with CFPB and contacting an attorney.
Company Response: Closed with explanation
2019-07-08
Niantic, CT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-07-07
Chapel Lakes, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Mr.Cooper has mismanaged {$3600.00} that was paid to an insurance company due to Mr.Cooper inept employees.I told them not to pay any one until I gave them the ok to do so.My husband ( he has permission to speak to them on my behalf ) explained to them on XX/XX/2019 that we were thinking on changing homeowners insurance.The rep.advice him not to worry that no one was getting paid until they had our consent.
Mr.Cooper err when they paid XXXX XXXX XXXX {$3600.00} without our consent.XXXX XXXX XXXX is currently been investigate by the Fla.Dept.of insurance for insurance fraud. They never had any authorization too billed Mr.Cooper for a policy.
In my previous complaint to your office, I have stated that the money in question has not been credited to our escrow account.No one from Mr Cooper has reached out to us to explain why the {$3600.00} is still missing from the escrow account.
The hearth group returned the original check to them on XX/XX/20019.See attached docs.
I am tired of calling Mr.Cooper to get an answer concerning my missing escrow.ITS ALARMING that they Do not respond to my issue.Instead they are lying to your dept.and are twisting information to their benefit.
I want this matter to be resolved once and from all.The {$3600.00} belongs to me and it should be credited into the escrow account.
Finally the person from Mr.Cooper that responded to you, doesnt returned numerous phone calls to her.Why? I wish I knew.
Company Response: Closed with explanation
2019-07-07
MS
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I no longer can put my hands on the date information, but we were mistreated by XXXX after my husband had suffered XXXX. I called XXXX numerous times asking whether we could get the assisstance others were getting and were told that " you're doing fine, just keep paying. '' We hired an attorney who gave us what turned out to be unlawful. He is currently being kicked out of the Florida XXXX. On the advice of that attorney, we Quit Claim over to a man who illegally leased it without ever paying XXXX a dime which turned out to be illegal. Of course, we would have preferred to keep our beautiful home, but the treatment we got from XXXX. They caused us to go through my husband 's retirement cash as a result of their behavior. I reported all this to Consumer Finance about a year and a half ago, but we never heard anything about the judgement against them to pay people like us a dime
Company Response: Closed with explanation