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 34
2019-06-17
Garrett Park, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Over the last year I have made or attempted to make six additional principal payments and every time my mortgage co. ( Mr. Cooper ) misapplied, overapplied or delayed my payments. This happened on XX/XX/XXXX for the amount of {$16000.00}, XX/XX/XXXX for the amount of {$12000.00}, XX/XX/XXXX for the amount of {$15000.00}, XX/XX/XXXX for the amount of {$22000.00}, XX/XX/XXXX for the amount of {$28000.00} and XX/XX/XXXX for the amount of {$35000.00}. As of XX/XX/XXXX, I tried to make a principal payment and the representative from Mr. Cooper is trying to tell me I am not allowed to make an additional principal payment until my XXXX payment has gone through and they only charge interest on a monthly basis, which is not true, I am and will be paying interest on this money daily.
Company Response: Closed with explanation
2019-06-17
Atlanta, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I, XXXX XXXX am making complaint against Mr. Cooper Home Mortgages ( formerly Nationstar Mortgage ) located at XXXX XXXX XXXX, XXXX XXXX XXXX, Texas XXXX. I believe their recent practices affect the public good and do not represent ethical lending practices. More specifically, my complaint makes claim against the Asset Manager XXXX XXXX who is officiating the short sale of XXXX & XXXX XXXX, the owners of XXXX XXXX XXXX, XXXX XXXX Georgia XXXX ( Account # : XXXX ).
My complaint is in two parts. The first asserts that the asset managers recent actions were unethical as she unfairly required the homeowner to provide information that is not part of Mr. Coopers policy or simply the normal appraisal dispute process.
Secondly, that Mr. Cooper Home Mortgages is misusing the appraisal process to the detriment of the public at large. Moreover, Ms. XXXX is purposely ignoring a condition defect that affects the material value of the property. Potential buyers can be damaged under caveat emptor as the bank is evaluating the property based on a hypothetical condition and has no intention to inform the public.
Situation The XXXX have a financial hardship that is requiring them to short sale their home. A " short sale '' is a workout option offered by all mortgage lenders. In these cases, a traditional sale can not be accomplished because the debt on the home is more than the home is worth. When a home has a defect this can cause an additional price decrease for condition. The XXXX followed Mr. Coopers short sale process of providing financial information to the bank about their hardship. They marketed their property, obtained an offer and their short sale negotiator by the name of XXXX XXXX submitted all documentation to Ms. XXXX.
On XX/XX/XXXX, XXXX XXXX, submitted a 7-page broker price opinion report to Ms. XXXX. This report was written by XXXX XXXX, who holds an active Real Estate Broker license in Florida and Georgia. He received an appraisers license from the Florida Real Estate Appraisal Board in XX/XX/XXXX. Since that time he has completed over 300 residential and commercial appraisals that were used in federally related transactions. The BPO report included the following ( See attached ) : 1. Photo addendum - a three-page photo addendum that illustrates amenities, condition and room types.
2. Broker Price Opinion ( BPO ) - which analyzes the general and subject markets, rental analysis. This report analyzes the active listings on the market as well three comparable properties. The comparable listings in the report have been compared and adjusted for price. This allows an appraiser to contrast the differences between the subject and the comparables to justify a market value.
3. Complete Property Narrative - is a second detailed report that further discusses the adjustments made. This report is key because it allows the agent to disclose information that can be a detriment to the public such as the foundation issues described above.
Ms. XXXX sent an appraiser by the name of XXXX XXXX ( XXXX, XXXX ) to the home on XX/XX/XXXX. The home is 3 levels which includes a finished basement and over 2,400 square feet. The appraiser entered the property by supra electronic lock box which records entrance and exit time. The appraiser entered at XXXX and left at XXXX for a grand total of 12 minutes ( Coincidentally, the sunset in XXXX Georgia at XXXX on that day ). Which is not enough time to properly inspect a home for an appraisal. Not to mention, detects such as the basement leaks during heavy rainstorms as it is not built to code. There is sub floor damage by the patio as well as sloping in the kitchen. Parts of the HVAC system were not operative. Ms. XXXX set the value higher than the brokers priced opinion. However, the appraisers opinion did not note the condition defect and no adjustments were made.
On XX/XX/XXXX, the asset manager sent the following email to XXXX XXXX ( negotiator for the XXXX ) : I was out of the office XX/XX/XXXX ( you emailed me XX/XX/XXXX so has not been a week ; today is the 3rd business day, we do not work weekends ) and just got back ; I did set up the out of office in equator ; not sure why you didn't get it. For a value dispute must have a full appraisal. Once you have that you can send that over and will submit to our value dispute department. No guarantee will be approved and that the value will change. Emails are reviewed every 5 business days due to work load ; so if you need immediate attention please call in and if I am not available leave a message and will get back to you within 24 hours. XXXX XXXX. Make sure you leave the loan # XXXX when you leave a message.
It is NOT, the policy of Mr. Cooper Mortgage to require an appraisal to challenge a valuation. This statement is nefarious in that the normal appraisal challenge process usually requires that the multiple listing service marketing sheets to be submitted. Lengthy, analysis ( as I have submitted ) is an anomaly. But I did it, due to the fact that there are foundation issues and deemed this important to notify the bank so they would be award of the true condition of their defaulting asset.
My assertion is that the asset manage does not want to be made aware of the foundation issues. The home is slated for a foreclosure sale within 2 weeks of this letter. If she forces the owner into foreclosure due to these unorthodox practices, she will not want to make the bank liable for disclosing the foundation damage when the property becomes an REO. There were many banks including Fannie Mae that applied these practices back during the last real estate downturn. However, I though these practices had stopped!!!!
XXXX XXXX, XXXX XXXX XXXX XXXX, Florida / Georgia XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX The XXXX XXXX CC : XXXX XXXX, US Department of State XXXX XXXX, Director of Consumer Financial Protection Bureau XXXX XXXX, Chief Financial Officer Mr.Cooper
Company Response: Closed with explanation
2019-06-16
Portland, OR
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have contacted Mr Cooper about this issue twice already and currently have a third message to the company letting them know that I will also be reporting them.
I was charged two separate charges from Mr Cooper in XXXX, 2019. The first amount was XXXX and the second amount was XXXX. My monthly payments should have been XXXX. This means that for the month of APR I should have had two additional principle payments. One for XXXX and one for XXXX. Last time I contacted, it looks like the XXXX principle was reversed and the XXXX extra escrow was reversed and then XXXX was applied to principle. There are still two " monthly payments '' that were applied. One for XXXX ( which my my correct monthly payment ) and one for XXXX ( which should be principle payment only ). Having paid and extra XXXX back in APR would mean that my XXXX and XXXX payment disbursements are not tracking correctly and I am paying extra interest every month ( since the principle amount of the loan should be less ). This also makes me uneasy about making extra payments in the future since I am having to fight to get it applied properly.
Company Response: Closed with explanation
2019-06-16
Tampa, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: Seterus is providing incorrect information regarding my mortgage and the dispute that occurred with my mortgage. They are stating that as they received the mortgage that the account was past due but in fact it was not. If look at the XXXX XXXX XXXX entry, they state I was only 30 days late prior to the transfer which was also incorrect because XXXX actually transferred my final payment or two to Seterus which records should clearly show. Even if that transfer did not occur, you can't go from 30 days late to 180 days late in 60 days which should be pretty obvious.
In reality Seterus should remove this entry altogether although I am guessing that will need to be settled in court because all of this happened due to XXXX XXXX XXXX 's failures in servicing which Seterus then supported and also failed to resolve, except oddly, their attorney 's who filed the foreclosure did make the corrections indicating Seterus knows the issues were valid in my favor, they still did nothing, they know the 'claims ' and now representations are false ... Seterus also failed to provide initial and required servicing documentation ( they sent it four months later back dated ) and really all they were great at was harassment and threats.
Company Response: Closed with explanation
2019-06-16
Rockwell, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Mortgage company accused of dual tracking but denies this. They changed the records of payments ledger fron plan payment to payment suspension. I'm providing record of trial payments and foreclosure sale date letter as well.
And adding documents supporting unfounded money claimed after initial secured claim and payoff quote at time of bankruptcy filing.
Also I want a breakdown of XXXX XXXX XXXX, NON CASH FEE ADJ, CORP ADV DISP, DecCorp Adv Deferred I, PMT-MISC SUSP, and MISC ADJ.
Explained in FULL Also I've requested a ledger of PAYMENTS ONLY received by me. Do not add charges, fees, escrow, principal or balance, just the PAYMENTS received by myself since 2003.
Company Response: Closed with explanation
2019-06-15
Austin, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I had to change my bank account last year.
During this period Nationstar had problems changing their internal system over to my new bank account.
During this time when their billing system was failing, they reported one of my payments late.
This was a payment of {$1200.00} in XX/XX/2018.
I've been paying a mortgage on this property for 21 years.
Only this one payment has been late, due to Nationstar 's billing system problem.
Company Response: Closed with explanation
2019-06-14
Tyler, TX
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-06-14
Fall River, MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-14
Queens, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-14
CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Hello, I bought my first home in XXXX of XXXX, with a fixed rate, with XXXX XXXX XXXX as my lender. In the 3rd quarter of XXXX they sold my loan to Mr. Cooper mortgage, who currently has my loan. All calculations and agreements were for an approximately $ 1,100/month payment with escrow and insurance. Mr. Cooper eventually raised my payment for {$1200.00}.
This past week they told me that my payment is increasing by over $ 400/month and I now have to pay {$1600.00} a month. Their explanation of an increase of property taxes doesn't make sense because I had a tax and escrow evaluation in XXXX. Now, 3 years after I bought the house they are pulling this stunt which is putting me in serious jeopardy of not being able to pay.
Company Response: Closed with explanation
2019-06-14
Spfld, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-13
Mokena, IL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-13
Atl, GA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-06-13
Day Heights, OH
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-13
Rosenberg, TX
Struggling to pay mortgage
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-06-13
Quartzsite, AZ
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Complaint: I received a " Notice under the fair debt collections practices act '' from a debt collector. I disputed the debt within 30 days as required. According to the " Fair Debt Collections Practices Act '', if the debt was disputed, a debt collector may not continue with collections until the debt has been verified and mailed to me. This debt collector however continued with collections before mailing the required information to me. This abusive debt collecting procedures is against the law and consumers should be protected against these malicious acts of debt collectors.
Company Response: Closed with explanation
2019-06-13
West Brandywine, 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
Complaint: I was made aware of a situation last Friday ( XX/XX/2019 ) that has adversely impacted my credit and that was essentially a technical glitch resulting in delayed payments. Specifically, I made a change to my auto-payments ( increasing the draw amount ) in XXXX and did not realize that there would not be an automatic payment made to my account as a result in XXXX. My auto-payments resumed in XXXX but I was under the assumption that they were being paid on time each month when actually Ive been running a month behind since I made the change, unbeknownst to me. I was shocked to learn when finally alerted 6 months later that my account was in default, despite regular monthly payments being made, and was told that my credit has been significantly and negatively impacted. Ive been informed that my only recourse is to request that the lender, Mr. Cooper, update or correct this reporting to all appropriate credit bureaus. I did so via email as advised and was told that I could expect a reply within 24-48 hours. Nearly a week later, I've had no reply and no resolution.
I went back and checked my account notifications and website messages and there was absolutely nothing indicating a problem until XX/XX/2019. Each month I received notifications that my payment had been received. Mr. Cooper said that they had tried calling a phone number but that phone number was not a correct phone number. They didn't try the secondary number that had on file ... which was the correct phone number ... until 6 months after the fact.
My credit has always been good and I'm very distressed to have this issue, particularly since I've received no acknowledgement or help at all from the lender to rectify it.
Company Response: Closed with explanation
2019-06-13
Magnolia, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our loan was transferred from XXXX XXXX XXXX dba XXXX XXXX, with a large escrow shortage. We have held this loan for 2 years and 3 months of escrows were collected at closing and no changes to tax or insurance since this time. We never had a problem with the escrows until it was transferred to Mr. Cooper loan servicing. I have already got all documentation from Mr. Cooper showing that they received the loan with a large escrow shortage. I have talked on the phone with XXXX XXXX on XX/XX/2019, and on this same date faxed over a request for an investigation into the shortage. XXXX XXXX sent a letter dated the same day saying they will look into it. As of XX/XX/XXXX nothing had been done about the inquiry So I sent another fax on XX/XX/XXXX. I sent the letter they sent to us dated XX/XX/XXXX asking what has been done to solve this investigation, only to receive another letter XX/XX/XXXX that they would look into it. It has been over two months since we made our inital inquiry with no resolution. I am aware of 12 US code 2605 e-2 regarding the 30 days to receive a response and XX/XX/XXXX was well beyond the 30 days not counting weekends and holidays. We need this solved asap.
Company Response: Closed with explanation
2019-06-12
Escondido, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-12
Harrison Township, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-12
Escondido, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-06-12
Gardnerville, NV
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-12
Escondido, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: 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 the HAMP, Hardest Hit Funds, 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 XX/XX/XXXX. I will have no office contact while out and will respond when I return Wednesday XX/XX/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 XX/XX/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, XXXX XXXX XXXX XXXX XXXX Settlement XXXX and XXXX ; XXXX XXXX, XXXX XXXX XXXX ; 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, XXXX XXXX XXXX XXXX, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, California Monitoring Office, Consumer Protection Clinic, of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation
2019-06-12
HI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Aloha, on XX/XX/19 I attempted to make my normal mortgage monthly payment of {$1700.00} with Mr. Cooper and was unable to do it as normal online. I than called Mr. Cooper and than was transferred to three different people. I was told in all three cases we are unable to tell you whats wrong, as you have litigation involved with your home loan. I have never received any notices of litigation and My monthly mortgage has never been in default EVER. The next Day I filed a small claims case against Mr. Cooper and had them served.
The day of the hearing the Judge said small claims is the wrong place to file this kind of case? I opened an escrow account with XXXX XXXXi XXXX in XXXX hawaii on XX/XX/19 and placed XXXX payment of {$1700.00} in that escrow. With specific escrow instruction. To date I have never had a return call, or any correspondents from Mr. Cooper. I did receive the XXXX monthly statement now showing im Late for the first time. Thus wrecking my perfect credit rating. As you might know Mr. Cooper changed its name from Nationstar Mortgage a few years back. Maybe because of two reasons 1 ) they have a B- rating with the better business bureau 2 ) the name XXXX. XXXX was already taken
Company Response: Closed with explanation
2019-06-12
Escondido, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: 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/2010, 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/10, 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 the HAMP, Hardest Hit Funds, 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 : CMLTI 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 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 XXXX XXXX ; Senator XXXX XXXX ; Senator 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 News Team, Office of the Comptroller of the Currency-Case # XXXX and XXXX and XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, California Monitoring Office, Consumer Protection Clinic, of the University of California XXXX XXXX XXXX XXXX XXXX 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 California XXXX XXXX XXXX XXXX XXXX XXXX, A Program of the Attorney General, Staff Attorney XXXX XXXX , XXXX XXXX XXXX XXXX XXXX.
Company Response: Closed with explanation