NATIONSTAR MORTGAGE

2019-06-27

Washington, DC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-26

Bowling Green, KY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-26

City Ranch, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-26

Moreno Valley, CA

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

2019-06-26

Bettendorf, IA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-26

Pinellas Park, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Mr. Cooper/Natioanstar and XXXX XXXX XXXX XXXX are FORCING A FORECLOSURE Re : Mr. Cooper Mortgage Loan : # XXXX XXXX XXXX XXXX Policy : # XXXX ( Mortgage Insurance Purchased by Lender at Origination ) Property Address : XXXX XXXX XXXX XXXX. XXXX, MD XXXX Please help us avoid a forced foreclosure. My wife and I are seniors ( XXXX ). Our main source of income is Social Security Retirement. Mr Cooper and XXXX XXXX XXXX XXXX ( XXXX XXXX ) have rejected our good faith attempts at loss mitigation and cancelled a short sale which indeed had met their indicated BPO. Mr Cooper and XXXX XXXX appear to be manufacturing excuses to force foreclosure on us. Further, while Mr Cooper has invited us to apply for a deed in lieu, its Representative at the same moment of this invitation indicated that the deed in lieu will also be rejected ; thus forcing foreclosure. Why I think Mr Cooper / XXXX XXXX are Manufacturing Excuses to Force Foreclosure : After nearly 6 months in negotiating two short sale offers on our property, Mr. Cooper provided a response indicating that the mortgage insurance company, or investor, declined to participate in the program. This clearly is a manufactured excuse. I am saying this because we had been in a short sale negotiation with Mr Coopers from XX/XX/XXXX to early XX/XX/XXXX. If indeed XXXX XXXX does not participate in the short sale program, what was behind the six months of negotiations? Throughout that period we presented two offers : the first offer expired and the buyer walked away in frustration ; the second offer enjoyed negotiations from Mr Cooper and XXXX XXXX On XX/XX/XXXX Mr Coopers negotiator indicated that XXXX XXXX would like to see the buyer on the second offer increase the Offer Price, and indicated that a price of {$370000.00} would be accepted by XXXX XXXX, the mortgage insurance company. In response to the request, on XX/XX/XXXX the buyer increased the offer by {$10000.00} to {$370000.00} to meet the suggested acceptable counteroffer, which also met the indicated BPO. Further, as Mr Cooper and XXXX XXXX were mulling this over, on XX/XX/XXXX the buyer indicated in writing here willingness to increase its offer further to {$380000.00}. This new higher price was duly communicated to Mr Coopers negotiator by our negotiator ( XXXX XXXX ). Nonetheless, on XX/XX/XXXX, Mr Cooper communicated its cancellation of the short sale citing that the Mortgage Insurance or the Lender does not participate in the short-sale program ( see supplied document ). Actions and behaviour taken by Mr Cooper in the 6 months from XX/XX/XXXX through XX/XX/XXXX indicate that the excuse for not accepting the short sale is manufactured and that for some reasons unknown to us these parties prefer to force foreclosure. Predatory Real Estate Loan The mortgage loan for this property was provided by XXXX XXXX in XX/XX/XXXX at the height of the real estate market by one of its aggressive originators ( Aurora Loan of Colorado ). The loan was set at 100 % loan to value, it was an interest only loan for 10 years and had a prepayment penalty for 3 years. At the time of underwriting this loan, XXXX XXXX, its financial analysts, risk underwriters, and real estate specialists must have known that these conditions made the loan very susceptible to creating an upside-down mortgage situation in any market downturn. XXXX XXXX did not care about the riskiness of the loan because it had plans to bundle the loan with others, securitize it, and offer it to investors. To increase its transaction profit and to entice investors, XXXX wrapped the loan with a Mortgage Insurance from XXXX XXXX. XXXX failed as a financial institution in XX/XX/XXXX, and not long after XXXX XXXX also failed. XXXX XXXX was put into Rehabilitation by Illinois Insurance Commissioner in XX/XX/XXXX. We first faced financial trouble when I became unemployed in XX/XX/XXXX. Because of my age, and the type of work I did, I could not find steady employment since that time. Unable to live in the property, but wanting to meet my financial commitments, I went ahead and found renters for the property. In XX/XX/XXXX, our last tenant gave us a 30-day notice that they will vacate the property. I immediately listed the house as For Sale or For Rent. However, we could find no buyer nor renter. Even without the rental stream, we continued to make my mortgage payments of nearly {$3500.00} for 3 months. Finally, I could no longer support the payment and defaulted. Request for Help The current real estate market conditions are in decline. Housing starts have fallen for the last four months. This is an indication that prices will continue to soften. But, with the original lender bankrupt, and the mortgage insurer in Rehabilitation, we are suffering from poor decision making towards loss mitigation. We would like to have Mr Cooper and XXXX XXXX reopen negotiations on a short sale and allow us time to find a new buyer or at a minimum allowing us to proceed in good faith towards a Deed in Lieu Cordially,
Company Response: Closed with explanation

Timely Response

2019-06-26

Campti, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My home loan was being service by Seterus. Seterus was purchased by a company called Mr. Cooper. Mr. Cooper sent me a letter stating that my loan modification with Seterus would not change. I received a online text from Mr. Cooper saying that my XXXX payment will be XXXX more each month. I called and was told that my escrow amount is low. I ask how did this happen. I've been with Mr. Cooper for almost a year now. I told the loan agent at Mr. Cooper about my modification and the letter stating nothing would change my loan modification. I did not get a letter a call about the increase. I notice the increase as I was making a online payment. The information was noted on my account. I think something that is important as a XXXX a month loan increase should be sent ASAP and stated with great urgency and highly visible.
Company Response: Closed with explanation

Timely Response

2019-06-25

Strasburg, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Mr. Cooper continues to be incapable of managing an escrow account. This will be at a minimum the 5th times I have filed a complaint about their mismanagement of my escrow account since XX/XX/XXXX. I have been emailing them since XX/XX/XXXX about my increase in real estate tax, and they have REFUSED to correct my escrow withholding to cover this increase. They almost sent me money back which would have shorted it just before the payment was due by more than {$100.00}. I again, last week emailed them about the continued error in the escrow analysis, using last years tax amount for the upcoming XX/XX/XXXX payment and they REFUSE to fix it. This company has no business staying in business. What will it take for you to shut these crooks down?
Company Response: Closed with explanation

Timely Response

2019-06-25

Vancouver, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

Allingtown, CT

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-06-25

Berkeley, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

Kyana, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

Santa Rsa Bch, FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: AM unable to ascertain payment on loan. Have paid loan down almost to the amount which is the non interest bearing balance. I have been told multiple things about the payment to be made. From the statement balance on the website, which CAN NOT be made as stated on the website, to the statement balance on the attached PDF file. I have also been told I must pay the entire balance immediately that it is down to the non interest bearing amount and therefore it is a 'balloon ' payment which must be paid in one lump at maturity. The problem being that the maturity on this loan is not for about 29 more years. As well as my not having {$6000.00} on hand to pay them at the moment. All of my other funds are going into completing the repairs to my home after hurricane Michael. Apparently MR. COOPER doesn't know what they are doing. Perhaps you can help them figure it out. I'd like to know. I've been satisfied with MR. COOPER until now when I keep getting conflicting answers.
Company Response: Closed with explanation

Timely Response

2019-06-25

Harsens Is, MI

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Started loan modification XX/XX/XXXX. Have submitted XXXX documents numerous times uploaded to Mortgage co website and XXXX letters. Every time I call with questions based on logging into their website I never get the same person. I have been told we dont qualify, rude employee who stated my husband works XXXX she entered into their system now additional information required, ( he had a complete XXXX XXXX and I have applied for SS XXXX, we have only SS income ) different states answers Oregon Texas etc. so need to talk to supervisor. Never get the same answer ever Been Told Underwriters are processing the application. Sure, that is why we have to upload SAME documents again and again. What are they looking for? Not one person from mortgage co has called us to help us with our application. I have asked please someone help us We have owned our home XXXX years and have plenty of equity. Good luck to anyone else who gets old has numerous medical bills and lower income. Since home values are up in our area and equity in our home. Probably will let it go into foreclosure we cant possibly use our social security to pay for the large payment
Company Response: Closed with explanation

Timely Response

2019-06-25

Seneca, SC

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: On XX/XX/XXXX, Mr Cooper credited my account {$600.00} in what was later described as " mistransfered funds from another customer. '' I was late on a payment that month and assumed that the {$600.00} payment came from my escrow account because in the same month, my escrow was increased. I paid the rest of what was due and went on not thinking anything else about it because Mr Cooper failed to inform me of THEIR mistake. I'd also like to point out that it's hard to believe that another customer went almost 4 months without raising concerns to Mr Cooper about where their {$600.00} went. Fast forward to XX/XX/XXXX, I get a call from Mr Cooper asking why my payment is late. I thought this was odd because I made a payment in full on the XXXX of this month. For whatever reason, the payment was reversed by Mr Cooper but never made it back into my bank account. My statement shows a payment was processed in full on XX/XX/XXXX. Going to back to my Mr Cooper account, it shows I OWE a balance of {$610.00} ; {$11.00} of which is a LATE FEE. Mr Cooper made a mistake, didn't catch it, and didn't inform me of their mistake when they caught it FOUR MONTHS LATER. They charged me for the {$600.00} that they mistakenly transferred to my account then proceeded to charge me a late fee and call me to ask why I haven't paid my mortgage on time.
Company Response: Closed with explanation

Timely Response

2019-06-24

City Industry, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-24

Dix Hills, NY

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

Timely Response

2019-06-24

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-24

MD

Incorrect information on your report

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

Account status incorrect
Complaint: Between XXXX XXXX 2019, a comment " Account information disputed by consumer, meets FCRA requirements '' was added to our mortgage. Subsequently it lowered our score by double digits just as we were looking to finance the purchase of a new automobile. No account information was ever disputed. We had asked that they provide the correct address to our insurance agent because the previous one was not valid and led to the premium not being paid on time from escrow. ( see attachment " Untitled.jpg '' ) This issue began after the account was transferred to the servicer and the company failed to notify us that they did not have the policy information. A three-way call between the mortgagee, servicer and agent was necessary ensure the servicer provided the correct information then paid the claim out of escrow. We went through this bizarre issue just last year last year when another comment lowered our score as the property was designated as " Affected by natural disaster '' when no such insurance claim or official government designation was made. ( see attachment " Untitled 001.jpg )
Company Response: Closed with explanation

Timely Response

2019-06-24

Patterson, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I submitted application for loan modification and was first offered a flex mod and then for some reason it was takin back i was told by the investor and said because I have already received several modifications which are not at all true I tried to explain that and it wasn't even taken into consideration just told me that I could make a reinstatement payment of {$24000.00} I do not have this kind of money but I do work 2 jobs so that I can keep my home the reason for my hardship is the death of my husband and financial loss this is why I requested a modification
Company Response: Closed with explanation

Timely Response

2019-06-23

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was serviced by Seterus Inc until XX/XX/2019 and then it was transferred to a company called Mr. Cooper. I have been receiving mortgage statements from Mr. Cooper about my payments, which are on time and as of XX/XX/2019, the statement I received stated that my mortgage would not receive a late payment if payment was received after XX/XX/19. Under the agreement for mortgage transfer from Seterus to Mr. Cooper, there was to be a 60 day grace period to not charge late payment fees on mortgage payments in the event they would be late, due to the transfer. I paid my mortgages and was not 30 days late. However, I recently received a notice from XXXX regarding a drop in my FICO score due to a late mortgage payment to Mr. Cooper for mortgage XXXX in XX/XX/2019, which was NOT late, nor 30 days delinquent. I checked the statement online for this mortgage and do not see that Mr. Cooper received a payment from me 30 days delinquent in XX/XX/2019. I have 3 mortgages that were transferred to Mr. Cooper and all were paid on the same day and are not 30 days late nor were they paid late to deserve a late fee. My mortgages were paid on time. Yet, Mr. Cooper has put a delinquent note on my credit report, that has adversely affected me and my FICO score. I want the delinquent note removed ASAP from my credit report. My mortgage was not 30 days late in the month of XX/XX/2019. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-23

Pikeville, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We had our mortgage through Pacific Union Financial until this year when Mr.Cooper bought them out. Our account was ready in XXXX when we started making our first payment. I made the first payment through auto draft. I did not notice until XXXX that XXXX XXXX Payment was reversed. I went ahead and sent both payments in and they were both reversed around the XXXX of the month. I tried contacting them and they didn't know what was going on and said to contact my bank. I still did not hear anything back and was scolded by a customer service rep for being late on my mortgage when it was their fault. XXXX comes around I try to make another autodraft payment and it was reversed again. At this point I was in a loan modification that is still going on back and forth because they have lost my paperwork twice. XXXX rolls around someone at Mrcooper finally informs me that I can make a wire payment with XXXX XXXX or XXXX XXXX. I tried both for several hours online and at physical locations. They did not accept it so I sent the payment in the mail to find out they are sending it back now. I feel like this mortgage company is a scam and they are just trying to make me go into foreclosure because I have XXXX equity in the home.
Company Response: Closed with explanation

Timely Response

2019-06-21

Grosse Ile, MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am really complaining about the very poor customer service. I inquired about approval for a land swap between myself and a neighbor - my soon to be neighbor is building a house nearby but does not have a spot that has the proper soil composition for a septic tank. My property does have the proper soil composition so we agreed to swap a small portion of the land in order to facilitate his building the septic tank. He completed a survey and wrote a description of the swap, I emailed that information to Mr. Cooper on XX/XX/2019. I followed up with a phone call and was told I had submitted what was required. I then followed up on XX/XX/XXXX and was told that I needed to submit the information to a different email address. I did that on XX/XX/XXXX. I followed up numerous times both by phone and email between XX/XX/XXXX and XX/XX/XXXX - I never was able to get an answer from anyone other than it was in process and could take 30 business days. I was told if I emailed the research department directly I would receive an update but never did. I called today to follow up and was told that nothing had been done with my request, and now they required {$250.00} and an appraisal to start another 30 business day review. My frustration is that I get different information every time I call, and no-one that will take the time to really answer any questions or that seems to have any desire to actually help resolve the issue. I have done everything that was asked of me as soon as it was asked, and yet they have never responded to me ( all contact has originated by me ), and I get a different answer every time I call.
Company Response: Closed with explanation

Timely Response

2019-06-21

Rockville, MD

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response