NATIONSTAR MORTGAGE

2019-06-12

Philadelphia, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: After falling behind with my mortgage payments, Mr. Cooper ( my lender ) placed me on a trial modification payment plan ( for the months of XX/XX/XXXX to XX/XX/XXXX arrears ) beginning XX/XX/2019. After making the first two payments, Mr. Cooper decided that although I mail out the third payment prior to the due date ( XX/XX/2019 ) my payment was not posted until the XXXX of the next month. When the payment was finally accepted, the lender refused to accept the next months payment. However, Mr.Cooper Did accept the XX/XX/2019 payment. While communicating with them today ( XX/XX/2019 ) they stated that they would refused the XX/XX/XXXX payment as well. This situation could have been averted by just posting the money on the next day of business. Now the invoice is stating the arrears are now {$4700.00}. According to my calculation there are only two months of arrears ( this month and XX/XX/2019 )
Company Response: Closed with explanation

Timely Response

2019-06-12

Bohemia, NY

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Complaint: My payments was ach withdrawn from my account by the mortgage company but they reported a late payment for that month, XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-06-12

Magnolia, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I was told by a Mr. Cooper representative ( XXXX ) that came to my residence that an in person meeting could be arranged and would be requested. A month later Mr. Cooper had not reached out to me regarding a meeting or the issues I raised and they put the mortgage into a wrongful default causing me unnecessary expenses, fees, and grief. I first contacted Mr. Cooper in regards to errors in their notices and amounts in arrears in XXXX. I requested an updated statement reflecting an accurate balance and current account be sent to my attorneys and the trustee. This did not happen. I went through all payments and made additional payments and the Mr. Cooper Agent on the telephone assured me that no payment on the account was due until XX/XX/XXXX. Mr. Cooper contradicted themselves and sent me notices months after for payment due XX/XX/XXXX. It is impossible to get accurate and timely info from them.
Company Response: Closed with explanation

Timely Response

2019-06-12

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mr.Cooper my current mortgage company paid the wrong homeowners insurance company without my consent. Our current homeowners policy is with XXXX XXXX and I have no idea why Mr.Cooper paid some company named The Hearth group.I never gave any permission to Mr.Cooper to pay any premium to The Hearth group. I contacted Mr Cooper numerous occasions to let them know that the payment should go to XXXX XXXX and no one else.Now I ma facing the prospect of having XXXX XXXX cancel our policy for non payment. Mr Cooper had no legal obligation to pay The Hearth group fraudulent bill.I repeat I have no idea who they are and why would they bill for a NON existing policy.Please help.This is FRAUD!!!!!!
Company Response: Closed with explanation

Timely Response

2019-06-11

Fisher Island, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-11

Escondido, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-11

Escondido, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family of XXXX. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date. On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors ( XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series XXXX ( Mr Cooper Loan Number : XXXX ), to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts your office can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to keep our home. I hope a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced. Our primary goal is, and has always been, to maintain our home and not displace my family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now. If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. Please know that all of your efforts and attempts will be greatly appreciated and your advocacy will never be forgotten Please advise. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX Mr. Cooper Mortgage Account # XXXX XXXX ID # XXXX
Company Response: Closed with explanation

Timely Response

2019-06-11

Escondido, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Please stop the sell of our home. Request attached to this email. Please help, auctions sale is scheduled for Wednesday, XX/XX/2019. I am at a critical point of our home ownership. I have in good faith tried to negotiate a modification for the life of my loan that is fair to the investors, servicer, and my family of XXXX. I do understand that the bank does not have to offer or even extend any modification terms. I am not looking for handouts and we are fully aware of the moral hazard implications do not want to contribute to it. I have utilized both chapter XXXX and chapter XXXX bankruptcy filings to place my family in a financial position to afford the mortgage, and to avoid foreclosure I have reduced and cut expenses in every way possible. I have utilized every legal remedy to save our home. We have been told, by HUD agencies and credit counselors, that our front and rear end ratios regarding our income is sufficient to receive an affordable modification, however, the investor group has rejected every viable option to receive a life of the loan, affordable mortgage solution to date. On Wednesday, XX/XX/2019, if no resolution is in place by that time, our home will be sold. I have exhausted efforts to achieve an affordable mortgage, because the investors ( XXXX XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series XXXX ( Mr Cooper Loan Number : XXXX ), to date, have denied any affordable mortgage for the life of the loan, because they have only extended payment plans that have been temporary and offered no long term solution. If given the chance for a fair solution, we will be able to sustain mortgage payments for the life of the loan. I am now at the mercy of the servicer, the investors, and any efforts your office can extend at this point. I pray that the investor team will have compassion and really work to help us maintain our home with a proprietary mortgage modification solution that is long term, affordable for all the stakeholders to include the investor and servicer. Please help, as this will be my last opportunity to keep our home. I hope a final effort can be made for a modification on behalf of my family and our family of XXXX is not displaced. Our primary goal is, and has always been, to maintain our home and not displace my family. I realize this is an uphill battle, but I will not be able to be at peace if I do not try to use every possible option until the options have been exhausted for a modification that is for the life of the loan. This issue has created tremendous anxiety and uncertainty, and I have the tremendous weight of this burden to ensure the stability of my family. I feel things are starting to cave in around me now. If you can make a final attempt for a modification on my behalf, I would like to pursue the optionit is at least worth the effort. Please know that all of your efforts and attempts will be greatly appreciated and your advocacy will never be forgotten Please advise. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-11

Chicago, IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I was named Personal Representative for my brother 's estate when he passed away in XXXX, 2019. In XXXX, 2019 - his condo was sold and Mr. Cooper provided mortgage pay-off letter. At closing, it was discovered we had overpaid during mortgage settlement. One overage check {$700.00} received and cashed in XXXX, 2019 ; however, additional checks were not received. XX/XX/2019 - Submitted complaint to the XXXX XXXX XXXX in Texas. XX/XX/2019 - Mr. Cooper advised that checks were issued on XX/XX/XXXX for {$310.00} and XX/XX/XXXX for {$71.00} but, despite my correspondence, checks were sent to my brother ( deceased XX/XX/2019 ) in card of his address ( which was sold XXXX, 2019 ) -- checks were never received, presume " lost in mail '' or simply returned to company as undeliverable. Their letter advised that these checks were stopped and reissued on XX/XX/2019. They were never received. XX/XX/2019 - Reopened complaint with XXXX XXXX XXXX ( Texas ) since 2nd set of checks were not received. XX/XX/2019 - Mr. Cooper replied that checks again had been sent to the wrong address -- these checks were stopped, reissued and mailed on XX/XX/2019. As of today, XX/XX/XXXX, no checks have been received. XX/XX/2019 - Reopened complaint with XXXX XXXX XXXX ( Texas ) and requested checks be reissued and sent to me, Certified Mail, at my new address. Amount remaining due is {$380.00} ( confirmed with their records ), four months after paying off mortgage on XX/XX/2019.
Company Response: Closed with explanation

Timely Response

2019-06-10

Escondido, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Macedonia, OH

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Harvey, LA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Escondido, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Bay Shore, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Salton City, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Nationstar Mortgage, LLC dba Mr. Cooper took over the servicing of new home mortgages in a 55+ community in early XXXX. Most of us closed escrow the end of XXXX. The community is XXXX XXXX XXXX XXXX XXXX in XXXX, CA. Around XXXX of XXXX, Mr. Cooper sent out refund checks and lowered everyone 's mortgage payment indicating to the residents that their Escrow Accounts had been over-funded. Now, in XXXX of XXXX Mr. Cooper sent out a notice to those same residents that beginning with the XX/XX/XXXX payment - everyone 's payment is increasing by hundreds of dollars in order to pay back the current shortage within a YEAR. This increase for me is over {$650.00} per month from what I've been paying {$360.00} a month more than what I initially qualified for. How can Mr. Cooper possibly expect these residents to pay so much more for so long on a month 's notice. Upon scrutiny I discovered these refunds were sent out before Mr. Cooper had even paid the Property Taxes for the first year. Surely a credible servicer would have known that Property Taxes needed to be paid. Their notice ( attached ) indicates there were changes made by taxing authorities and insurance providers which is totally false - everything has remained the same. The problem was caused by Mr. Cooper 's own gross incompetence. I believe hundreds of people are affected, maybe more. Most people are retired, on fixed incomes, many are widowers, and most are unable to pay this outrageous increase and fear they may lose their homes.
Company Response: Closed with explanation

Timely Response

2019-06-10

Stratford, CT

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Buffalo, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My property at XXXX XXXX in the city of XXXX, New York XXXX had a fire in XXXX of XXXX. Back in XXXX I had mortgage on the property in the amount of XXXX dollars. My insurance on the property was through XXXX XXXX XXXX who issued a check with the Mortgage Servicer Seterus Inc. and myself on the check. Seterus had my attorney XXXX XXXX have me signed the check and they would refund the balance to me. They then stated that I owed the entire amount of {$62000.00} and refused to refund me the balance. My former Attorney XXXX XXXX has since retired and I have no legal representation.
Company Response: Closed with explanation

Timely Response

2019-06-10

Woodland, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, I called our mortgage company ( Mr. Cooper ) to inquire about removing PMI from our home, which we purchased in XX/XX/2017 for XXXX, with a loan amount of XXXX. I was advised we would need to appraise for XXXX ( have 80 % equity ) to have it removed. On XX/XX/XXXX, I called to inquire again, and was told again about the 80 % requirement, and that XXXX would be needed. I asked to proceed. On XX/XX/XXXX an appraiser came out and appraised the home for XXXX. On XX/XX/XXXX, I received a letter that PMI could not be removed. I called and was told because they received the appraisal after XX/XX/XXXX that we have now owned our home for over two years and a 75 % requirement is now in place rather than 80 %. The rep said she would resubmit it for review because the appraisal was done prior to the two year mark so felt this was an error and would call me back. On XX/XX/XXXX, still no call back. I called there and was told that they would agree to the 80 %, but now the home needs to show substantial improvements in order to remove PMI. They will submit to management to see if they might be willing to refund the {$750.00} appraisal though, and will call is back by Friday. We are very upset and would like resolution to have the original requirement of 20 % equity for PMI removal upheld.
Company Response: Closed with explanation

Timely Response

2019-06-09

Escondido, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-09

NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage company ( mr cooper ) served me with foreclosure papers after i filed for a modification through XXXX XXXX. They also sent the XXXX papers to my stepson mother and my other stepson. This has my personal & financial info and they arent listed on my mortgage so is it legal for Mr Cooper to send my info to other parties and how can they foreclose in the middle if a modification that hasn't been settled yet? Please advise if both matters are legal.
Company Response: Closed with explanation

Timely Response

2019-06-08

Coral Springs, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-06-08

Irving, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: By mistake I made an additional $ XXXX payment towards principal on XXXX XX/XX/2019. Either Mr. Cooper return me that or apply that for the reminder of the payments ( so that i don't have to make the payments of $ XXXX ) this year. I prefer refund of $ XXXX
Company Response: Closed with explanation

Timely Response

2019-06-07

Bay Shore, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-07

Penn Yan, NY

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