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 36
2019-06-07
East Milton, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-07
Escondido, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2018, Mr. Cooper sent a denial letter to my attorneys office. I am appealing this denial for the reasons outlined below.
The denial letter states that based on eligibility requirements of the owner/guarantor/trustee of my mortgage, I was declined for a Standard Modification.
The letter further states that the reason for denial was that my loan had been previously modified.
Upon review of the Pooling and Servicing Agreement ( PSA ) it seems that there are no prohibitions in the PSA and thus by owner/guarantor/trustee that would stop Mr. Cooper from allowing a second loan modification in my circumstance. Section 3.07 of the XXXX XXXX XXXX As Trustee For XXXX XXXX XXXX XXXX XXXX, Mortgage Pass-Through Certificates Series 2005-8, Pooling And Servicing Agreement has been included below : SECTION 3.07 Collection of Certain Mortgage Loan Payments.
The Master Servicer shall make reasonable efforts to collect all payments called for under the terms and provisions of the Mortgage Loans, and shall, to the extent such procedures shall be consistent with this Agreement and the terms and provisions of any related Primary Mortgage Insurance Policy and any other applicable insurance policies, follow such collection procedures as it would follow with respect to mortgage loans comparable to the Mortgage Loans and held for its own account. Consistent with the foregoing and the servicing standards set forth in Section 3.01, the Master Servicer may in its discretion ( i ) waive any late payment charge or, if applicable, penalty interest, only upon determining that the coverage of such Mortgage Loan by the related Primary Mortgage Insurance Policy, if any, will not be affected, or ( ii ) extend the due dates for Monthly Payments due on a Mortgage Note for a period of not greater than 180 days ; provided that any extension pursuant to clause ( ii ) above shall not affect the amortization schedule of any Mortgage Loan for purposes of any computation hereunder, except as provided below. In the event of any such arrangement pursuant to clause ( ii ) above, the Master Servicer shall make timely advances on such Mortgage Loan during such extension pursuant to Section 4.03 and in accordance with the amortization schedule of such Mortgage Loan without modification thereof by reason of such arrangements. Notwithstanding the foregoing, in the event that any Mortgage Loan is in default or, in the judgment of the Master Servicer, such default is reasonably foreseeable, the Master Servicer, consistent with the standards set forth in Section 3.01, may waive, modify or vary any term of such Mortgage Loan ( including modifications that change the Mortgage Rate, forgive the payment of principal or interest or extend the final maturity date of such Mortgage Loan ), accept payment from the related Mortgagor of an amount Loan No. XXXX less than the Stated Principal Balance in final satisfaction of such Mortgage Loan ( such payment, a Short Pay-off ) or consent to the postponement of strict compliance with any such term or otherwise grant indulgence to any Mortgagor, if in the Master Servicers determination such waiver, modification, postponement or indulgence is not materially adverse to the interests of the Certificateholders ( taking into account any estimated Realized Loss that might result absent such action ). ( emphasis added ) Since the eligibility requirements of the owner/guarantor/trustee are not the reason for the denial, I request that the modification application be re-reviewed for any and all programs offered by the owner/guarantor/trustee as was promised by Mr. Cooper when the process was started.
Thank you for your continued cooperation on this matter.
Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation
2019-06-07
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-06
Providence, RI
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-06-06
Kenosha, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-06
Golden Isles, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-06
Glenarden, MD
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-06
Providence, RI
Struggling to pay mortgage
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-06-05
Coral Springs, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-05
Bluff Estates, SC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-05
DE
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: A Bi-weekly payment process was authorized and confirmed to start in XX/XX/2019. In XXXX, a late fee was billed. The company was contacted by us and they stated an error was made by them, and the bi-weekly payments were cancelled for unknown reasons. The company said this was not uncommon, but stated a new authorization would be required by us. We said we would just make regular monthly payments to avoid this problem. The company removed the late fee, and confirmed the date and amount of the next payment. Company stated everything was corrected.XX/XX/2019, we received a bill for twice the monthly payment for XXXX. XXXX was already paid, and now a double payment is due for no reason. The company is being contacted for the third time about this issue, and we are concerned about malicious billing from this company.
Company Response: Closed with explanation
2019-06-05
Rockwell, NC
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Complaint: Mr. Cooper mortgage has failed to report my loan payments and my mortgage does not show on any of the credit bureaus ... like it never existed. I have contacted them every month for the past year and after my bankruptcy was XXXX and loan reaffirmed that they were supposed to by law report my credit and I have contacted my attorney and I have contacted the company
Company Response: Closed with explanation
2019-06-05
Bostonia, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Nationstar XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX On XX/XX/XXXX a new offer was uploaded. We repeatedly asked for updates in XXXX but were ignored for TWO weeks. On XX/XX/XXXX Nationstar requested a name affidavit for the buyers. They even provided the exact names they wanted on it. They did not request that it be notarized.
The name affidavit was uploaded on XX/XX/XXXX. After taking another several days to review the file, and many many phone calls from us begging them to review the file, Nationstar changed its mind and asked for it to be notarized, and also then asked for a different, additional document.
We had the name affidavit notarized, and sent it back to the negotiator, along with the HOA Statements ( resent again ) and an updated buyers proof of funds. We ended up having to send the updated proof of funds outside of XXXX, as the library was full and would not accept new documents. ( see attached Email re Library Full ) We told the negotiator this. The negotiator then sent us an email on XX/XX/XXXX that the file had been sent in to Underwriting for review. We thought it was odd that receiving the Equator message stating the file had been sent for review, that the status in XXXX did not change from Analyze Offer to Awaiting Decision see attached Screenshot re Status. ( We have done several hundred files in XXXX and know the status should have changed to Awaiting Decision. ) We called in XX/XX/XXXX and were told nothing had been done on the file, and that it had not been sent to Underwriting for review. I asked to speak to the Escalations Dept, and instead was hung up on. We also tried to email the negotiator but XXXX can no longer send emails. We contacted the XXXX Support Team and they said there is nothing wrong with Equator on their end that it is on Nationstars end and Nationstar needs to fix it on their end.
******After asking for the documents to be reviewed in a timely manner, the employees at Nationstar get very agitated and defensive. You can hear in their voice how OVERWORKED they are. The negotiators refuse to respond in XXXX and refuse to call back with updates. ( On the one call we finally did get from our negotiator she hung up on us after about 10 seconds. Im sure she will claim that no one answered or some such other lie. ) Nationstar ( Mr.Cooper ) and its employees take several weeks to review offers and even when they do so the reviews are not done properly, as they have to continually request additional documents. Nationstar has put their employees in a position to where they are absurdly understaffed. Due to this, they use delay tactics such as constantly changing document requests, refusing to respond to emails in XXXX, refusing to answer the phone, resetting their tasking in XXXX to make it appear as though they are within their timelines and re-requesting documents -- - all in order to justify NOT WORKING ON THE FILE.
This is happening on EVERY SHORT SALE WE DO WITH NATIONSTAR HAS BEEN GOING ON FOR THE LAST YEAR.
*****************WHEN IS THIS GOING TO STOP???? XXXX Nationstar is understaffed and has been for over a year, when they shut down their Arizona facility. They have done NOTHING to fix these issues. Nationstar has created a hostile working environment. Their employees are angry and Nationstar does not have the staffing to continue their servicing obligations. They need to be shut down.
Please see the following attachments : 1. XXXX Messages -- ( Nationstar tends to delete items that show they havent serviced the file properly, so I wanted to make sure you had a copy for your records. ) 2. Screenshot re Status 3. Email with Updated Buyers Proof of Funds and re Library is Full 4. Buyers Proof of Funds that were attached to the above email 5. Buyers PreApproval Letter 6. Settlement Statement 7. HOA Statement showing $ 830 monthly HOA Fee
Company Response: Closed with explanation
2019-06-05
Charlotte, NC
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: i am a son that stay, s with my mom mother and I am unemployed no money and unable to apply for unemployed beinafits and with out unemployed insurance and my mom is a retired XXXX and getting social security income and we have to pay for repair, s on the home because we have had some havey stom, s and flood, s last year and we had to pay a handyman to do repairs on our roof because the havey stom s and flood made our roof leak and the same thing has happened again and we had to take out home owner, s insurance and pay out of pocket that and we had to pay the handyman out of pocket last year to do the repairs on our roof do to the havey rain storm last year in XXXX and we had we had to defa, s in the family because two of my uncle, s died this year one get XXXX buy somebody else at a local store in XXXX and in XXXX the other one died of XXXX and XXXX XXXX and we are still dealing with that right now and and most of all we tried to callMr Cooper Mortgage company to tell them we was going to go to send them a payment in the mail and the lady that picked up the said our house is in for closure and they are worng because and most of all we won't Mr Cooper mortgage company investigate and they bank that they bank with to be investigated XXXX possible it is very important and urgent!
Company Response: Closed with explanation
2019-06-05
Decatur, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-04
IL
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was paid
Complaint: One of my investment condo was foreclosed by bank in XXXX. That unit was initially bought in XXXX XXXX and the lender was XXXX XXXX XXXX. Same unit was refinanced in XXXX XXXX and the lender was XXXX XXXX XXXX. On XXXX XXXX that loan was assigned and transfer to XXXX XXXX XXXX XXXX.
On XXXX XXXX that loan was transferred to XXXX XXXX XXXX XXXX. XXXX XXXX has transferred servicing of this loan to Seturs in XXXX and was foreclosed on XX/XX/XXXX. Seterus Inc. has issued form 1099-A for Acquisition of secured property for {$100000.00} and that was the amount of mortgage.
XXXX XXXX XXXX was not the lender at the time of foreclosure.
Collection Agency XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, TX XXXX, is trying toi collect {$34000.00} on behalf of XXXX XXXX XXXX but they are not the lender at the time of foreclosure. .I have tried to explain them so many times but they are only interested in collection and now it is hurting my credit score.
Company Response: Closed with explanation
2019-06-04
Compton, CA
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2019-06-04
Covington, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-03
Bakersfield, CA
Struggling to pay mortgage
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-06-03
Wdbg, VA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2019-06-03
Wdbg, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-03
Bay Shore, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-03
VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I paid off my Nationstar mortgage on XX/XX/2019. Since then I have been unable to get my escrow funds refunded.
Questions that they refuse to answer include : > What amount was applied to principal to pay off my loan?
> What amount was applied to my final loan interest?
> How much can I expect to get as a refund?
> Why was I charged an extra {$35.00}?
> When can I expect to get my money?
> Do you intend to pay interest on these funds because you kept them for so long?
Company Response: Closed with explanation
2019-06-03
Hillsdale, NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Last month on my mortgage statement there was the following note LENDER PAID EXPENSES Required expenses paid by Mr. Cooper on your behalf to another company ( e.g. legal or inspection fees ). XXXX.
I called Mr cooper about this expenses and they were unable to tell me what the fee was for. They told me that they would get back to my in written ( email ) about what the charges are for by the end of the month, that was at the beginning of XX/XX/XXXX so the said they would get back to me by XX/XX/2019. Today XX/XX/XXXX, I still have not received anything. I have called the company back today and sent me the follow PDF, that say they did a property inspection and legal fees. Why would I be responsible for these fees. My account is current, I had fallen behind but I may all of the back payment this past.
Company Response: Closed with explanation
2019-06-03
MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We received a letter, dated XX/XX/2019, from Mr. Cooper stating they received and paid a new insurance policy, from XXXX XXXX, for our home owner 's insurance. We have home owner 's insurance covered by XXXX XXXX, which isn't due until XX/XX/2019. We were advised to call XXXX to make sure the policy was cancelled and request the refund be returned to Mr. Cooper. Since we had not changed our home owner 's insurance carrier, my husband called Mr. Cooper and inquired about the payment of {$420.00} that was withdrawn from our escrow account. He was provided with the Policy #, and name of a neighbor, in our same condo complex, that the check was issued for. This neighbor has same last name as us, and is in 2 units down, from us. My husband explained, that was not an invoice for our home owner 's insurance, and we did not change coverage. Explaining they had withdrawn money from our escrow account, in error, and we are requesting it be replaced. He was advised he would have to contact XXXX about the confusion, because the check had already cleared. My husband was back and forth with Mr. Cooper and XXXX, for over 3 hours. he was placed on hold for 30 minutes, at a time with Mr. Cooper, and was again told that Mr. Cooper could not solve the issue, it would have to be solved by XXXX. We feel strongly that Mr. Cooper should be held accountable for withdrawing money from our escrow, for a bill that did not reflect our name or address, and re-deposit the funds, that were withdrawn. It is impossible to speak with anyone of authority at Mr. Cooper. I therefore, wish to submit this complaint to CFPB.
Company Response: Closed with explanation