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 37
2019-06-02
NY
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: My mortgage never used to require an escrow account. Please provide the following : 1 ) Documentation showing why an escrow is required with my loan, 2 ) Date escrow was added to my account to include explanation why, 3 ) Breakdown of how my escrow payment was calculated and method used to determine monthly amount, 4 ) Explanation why escrow payments are being billed when I tax paid my 2019 taxes in full to the Town of XXXX. The tax payment was delayed due to a dispute over my water bill with the town.
5 ) Explanation why the letter dated XX/XX/2019 from Mr. Cooper in response to my inquiry failed to note that my taxes were paid XX/XX/2019, the tax payment they sent in XX/XX/2019 was a duplicate and returned, and I continued to receive inaccurate periodic statements.
Supporting Documents : Document 1 shows that there was a duplicate payment made from Nationstar to the Town of XXXX for taxes and was returned. Document 2 and 3 show that escrow taxes and insurance in the amount of {$330.00} were being billed to me after my taxes were paid. Document 4 is from the Town of XXXX and shows that I paid the taxes for 2019 in full. Document 5 is a letter dated XX/XX/2019, which shows that ( 1 ) Mr. Cooper failed to adequately investigate my account due to the fact that the taxes were paid in full during XX/XX/2019 and ( 2 ) Town of XXXX returned Nationstars tax payment because it was a duplicate sent after my payment. Document 6 shows that I am being billed late fees, I am a senior citizen on a fixed income and this has an adverse impact on me.
Company Response: Closed with explanation
2019-06-02
Antioch, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-02
Philatelic Center, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I called Mr. Cooper to inquire on My pay-off of this loan why I had a late charge attached to the loan a person answered and would not listen to me.
Company Response: Closed with explanation
2019-06-01
Spokane, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX I was notified by the company I worked for that they would be closing their doors and going out of business in about 2 weeks. At the same time our mortgage company raised our payment twice in the same month. increasing it by about 75 %. we called and told them what was going on. we were instructed to apply for a modification which we did. they kept sending us letters requesting more information. this occured about once a month. we would send it and the next month they they would ask for more most of the time it was the same stuff. when we first talked to them we asked if we could continue making our regular payments until we got it straightened out, we were told no because it a partial payment and they did not accept partial payments. we received a letter in late XX/XX/XXXX or early XX/XX/XXXX informing us the modification had been denied because some information had not been received. we called them about it.and was told to reapply. we did immediately. And the process started all over again every month a request for more information and always the same stuff we just sent them the month before. We would call and one person would say. they didn't get it we could call the next day and they would say they didn't get it and so we would send it again.after a few months we got another letter saying they were denying it again an they told us to reapply again. and again every month requests for information that we had already sent over and over. In XX/XX/XXXX we were served with foreclosure papers, we immediately called to find out what was going on. we were told " '' JUST IGNORE THEM, THEY SOMETIME DO THAT. '' '' WE continued to ge more requests for information ( the same stuff over and over ) on at least 2 other occasions we asked about the foreclosure and was told " '' DON'T WORRY ABOUT IT IT HAS BEEN TAKEN CARE OF. '' '' On around the XX/XX/XXXX a real estate investor stopped at our house and wanted to talk to us about stopping the foreclosure. We told him we didn't know anything about it and told him what was going on. the first thing he told us was that what the are doing is called DUAL TRACKING and he explained to us what it is. we had faxed them another modification application in XX/XX/XXXX one person told us they got it another said they didn't. in XX/XX/XXXX we called to find out what was going on and was told they didn't receive the fax. we told the person we talked to about all the faxes we had sent to them. this person told us not to fax anything because THEIR FAX MACHINES HAVE NEVER WORK PROPERLY. She told us to send it by mail with a tracking number. we sent it certified mail with a return receipt that was on XX/XX/XXXX, it was signed for on the XX/XX/XXXX at XXXX XXXX. we called the next day but was told it hadn't been received. we informed her that it had been signed for the previous day. and she acts real surprised and says OHH HERE IT IS. she said she would have it entered into the computer. we called the next day and was told they had never received the information. we told them about it being signed for and was told that it wasn't and that we must be mistaken. We contacted a HUD counselor and my wife and her called them together the counselor immediately caught them in a couple of lies and she called them on it. they kept referring to it as the loan modification and not a modification review. leading us to believe it had already been reviewed and awaiting approval. they have asked for another application but told us they have to have it by the XXXX. when I lost my job I had to take an early retirement because of my physical restrictions I was unable to find a job. my wife is XXXX and can not work. We do not want to lose are house we are in are XXXX 's and moving would be a terrible hardship on us especially on my wife it has already caused so much stress on her that from XX/XX/XXXX until no she has lost so much weight she went from XXXX to XXXX. I know there is a lot that I haven't included but it will come out later. I have attached the conformation sheet from the fax in XX/XX/XXXX and the receipt for the certified letter in XX/XX/XXXX. Thank you for your time
Company Response: Closed with explanation
2019-05-31
Grant, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-31
Vauxhall, NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-31
Coral Springs, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-31
NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: 1 The primary borrower of the loan, XXXX XXXX died, XX/XX/XXXX, as was married to her at time of XXXX XXXX loan, but I never signed the Note and D of T, but I paid {$100000.00} down.balance of {$270000.00} for property worth $ XXXX 2 Property was fraudulent appraised in violation of XXXX XXXX regulations.
3. OIG Dept of Treasury, XX/XX/XXXX REPORT determined that XXXX had a history of fraudulent loans.
4. In XXXX closing, I re -- emphasize I never signed any waiver, deed of trust, or NOTE, which I shoiuld have " marital rights '' as I was the source of money.
5. Appraisal company - appraiser - realtor - real estate company - closing attorney all licenses surrender, non renewal and out of business ... .both handling a XXXX and XXXX fraudulent sales on this property.
6. XXXX was taken over by FDIC in XXXX, sold to XXXX, but FDIC transferred in XXXX to XXXX XXXX XXXX, and in XXXX, XXXX transferred to Nationstar XXXX 7. Nationstar has had poor policies, refused documents requested, employees in loss mitigation lied repeatedly, and finally in mid XXXX Nationstar XXXX XXXX and XXXX XXXX through XXXX XXXX, MGR CUSTOMER SERVICE agreed to file title claim, lender for defects resulting from loan.
8. They ageed if I bought out the children of XXXX/first husband that Nationstar would file the title claim, since my wife died without a will. I did that and spent {$15000.00}.
9. This would give me the property free and clear since we were defrauded by the appraisal, and the closing attorney, and that attorney was certified by XXXX XXXX XXXX, issuing the paid policy.
10.At merger, Nationstar and XXXX XXXX , became XXXX XXXX , XX/XX/XXXX and now XXXX XXXX XXXX , -- they took XXXX off the file, denied filling the title claim in bad faith negotations, and hired two more attorneys to come after me now
Company Response: Closed with explanation
2019-05-31
Bohemia, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: We fell behind on our mortgage in XX/XX/2018. Our boiler broke, our dog got cancer and then they also raised our payment significantly over escrow shortage. So we missed a payment. They put us on a four month repayment program which was way too aggressive. I spoke to them in XXXX and they encouraged me to apply for a modification. Rep told me youre entitled to three and you have XXXX coming. He looked at our finances and said I dont know why they even tried this plan with you. So, we figured wed apply right after XXXX. We were still one month behind. I forgot that I had automated a payment for XX/XX/XXXX which somehow the bank cleared and it put us $ XXXX in arrears. Then the bounced check fees that piled in after - over {$800.00}. Then they mailed us a trial mod without even applying for XX/XX/XXXX. I called and said we cant do this. They said well get back to you and then they sold to mr. cooper. Mr. cooper couldnt give me any info until mid XXXX at which point they said the trial mod was still on the system. Wait until it clears out XX/XX/XXXX. XX/XX/XXXX they told me it still hadnt cleared out, but the problem was we werent paying anything. To make a payment by XX/XX/XXXX and then they would get approval to extend the modification. Well we did that and come XX/XX/XXXX it clears out of the system and I call the first week in XXXX and they say the modification is rejected for missed payment. Then they tell me they can resubmit for a modification, no promises. I still dont need to submit any paperwork! Well I logged in everyday and today I see modification is denied. I call and they have to transfer me to underwriting because they cant even understand the reason. Get a snippy underwriter on the phone who tells me the reason is they can not lower my interest or payment anymore. I tell her that that is not what we needed. We just needed to get caught up and she tells me thats not what a modification is for? I said well then why did they have me apply and what kind of help is this and she says theres nothing else mr cooper can do. Still have never submitted any documents! Every time I call and speak to someone they tell me something different or that someone will call me back.
Company Response: Closed with explanation
2019-05-31
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-31
VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX myself and my wife were discharged from Chapter XXXX bankruptcy. Continued to make voluntary payments to first mortgage holder ( Loan Number XXXX ) Nationstar Mortgage ( dba Mr. Cooper ) until it became impossible to continue. XX/XX/XXXX applied for Deed In Lieu program with Mr. Cooper. Was accepted into program and on XX/XX/XXXX Mr. Cooper offered the second trust holder XXXX , XXXX ( Loan Number XXXX ) {$6000.00} to release the 2nd lien ( see attached ).
Mr. Cooper did NOT follow up with XXXX, XXXX and allowed their XXXX program with me to expire. I contacted XXXX by phone twice and lo and behold on XX/XX/XXXX ( see attached ) XXXX accepted Mr. Cooper 's offer of {$6000.00} provided they received said {$6000.00} by XX/XX/XXXX. When I notified Mr. Cooper I find out that my DIL with them had expired. I got it re-instated and was told that they had everything they needed and were waiting for the final approval from their Underwriter which they expected shortly. Things dragged along with Mr. Cooper and I contacted them and was told not to worry that even if they got final approval from the Underwriter in early XXXX it was more than enough time for them to make the payoff to XXXX by XX/XX/XXXX.
In the interim, unbeknownst to me, Mr. Cooper had referred my loan to their attorneys for foreclosure and the foreclosure sale date is to be XX/XX/XXXX. I was very upset but was told that as soon as they got the final approval and paid off XXXX they would tell their foreclosure attorney to withdraw the foreclosure and everything would work out fine.
Well it didn't work out fine. Yesterday ( XX/XX/XXXX ) I get a call from Mr. Cooper telling me that since it took so long to get to this point ( which was all due to Mr. Cooper 's foot dragging and incompetence ) that their Investor had decided there was not sufficient time to get all the paperwork done prior to the XX/XX/XXXX foreclosure date and withdrew their commitment to purchase the loan. Now unless I get some quick help from the CFPB my former home is going to be foreclosed upon instead of a Deed In Lieu. This is totally unacceptable! I went above and beyond to live up to my end of the bargain while Mr. Cooper dropped the ball several times. I want you ( the CFPB ) to make them honor their commitment to me.
Company Response: Closed with explanation
2019-05-31
East Milton, MA
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-05-31
Great Neck, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: We sent many documents to this company to work with NationStar/Mr. Cooper on our behalf. Every application was denied. We later found that the information concerning our income was incorrect. But at this time we have submitted an appeal of the decision but we have not heard anything from Mr. Cooper concerning the appeal and the submission of new documents, We have XXXX children and we sincerely need our home.
Before we contacted XXXX XXXX XXXX we tried to talk to Mr. Cooper they wouldn't talk to us or give us any information.
They filed foreclosure against us and had an auction date for our home before.
The XXXX XXXX XXXX told me to file bankruptcy to stop the sale. I thought they were going to file it for me but they told me I had to do it my self. I did file and now we have the appeal submitted and the bankruptcy has been dismissed. We are very nervous that a new auction date will be given to us and we could lose our home. We do have money saved to pay toward a good faith payment if they would only give us another chance. Please help us all you can.
Thank You
Company Response: Closed with explanation
2019-05-31
Barry University, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-30
Mccullers, NC
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-05-30
Cheat Lake, WV
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-30
Oakland, 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
Company Response: Closed with explanation
2019-05-30
MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-30
Grosse Ile, MI
Incorrect information on your report
Mortgage: FHA mortgage
Complaint: I had a modification and I signed in XX/XX/XXXX. I had made a complaint before that they were reporting me late and they had put a note on my mortgage. When I spoke with them on a recorded line, In XX/XX/XXXX, the lady said it would in no way effect my report. I called the mortgage company. Nationstar Mortgage dba Mr. Cooper and they listened to the tapes and confirmed she said this and they would put it in dispute with the credit reporting department and they refused to remove it. I made a complaint to you, CFPB and it was removed finally.
Now they have put the note back on the credit report and they have not reported my mortgage as paid on time for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I feel like they are doing this to harm my credit.
When I first started the modification they said I couldn't get it because I wasn't behind on my bills. But they did offer to do a refinance for me. They wouldn't even transfer me to the modification department. I finally got through to them and they said I wasn't a candidate. I had to call Hud department and they helped. Even during this process they kept saying they didn't get my paperwork and would deny me. XXXX from Hud had to send in the paperwork for them to acknowledge it. Finally I got it and I haven't been late. I was never late I was just in " imminent danger '' of going into foreclosure an that is how I got the mortgage.
I am asking the remove the negative comment and they start reporting all my payments every month in the past and continuing in the future. I know they report but they are doing this as a punishment. It does effect my score because it would help my credit if they reported it.
Company Response: Closed with explanation
2019-05-30
South Florida, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My mortgage used to be serviced by Seterus. It was transferred to Mr. Cooper. When I got the first statement it had a fee for over {$700.00}. I sent Mr. Cooper the prior statement from Seterus, which shows that only the mortgage payment was due, no other fees. They referred me t Seterus, who I have contacted multiple times with no response.
Company Response: Closed with explanation
2019-05-30
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-05-29
Vistas De Guaynabo, PR
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-29
Orlando, FL
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
2019-05-29
Fleming, GA
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-05-29
WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In the beginning of XXXX XXXX we were notified that our loan was being transferred from Seterus , Inc. to Mr. Cooper effective XX/XX/XXXX. I contacted Seterus, Inc to make my XXXX payment on XXXX XXXX, XXXX. I was told that I had an increase in payment of {$54.00} and I should have received a notice. I told the representative that I did not receive the notice. I told him I wanted to pay the {$54.00} and he agreed to wave the {$21.00} late charge. I paid my regular payment of {$2400.00} plus the {$54.00} for a total of {$2500.00}. I asked him if the payment would post before the transfer on XX/XX/XXXX. He assured me that my account was up to date and that my payment would post before the transfer took place. He said I would not have a payment due until XX/XX/XXXX. I received my statement for my XXXX payment and it had a past due amount of {$54.00} plus a late charge of $ XXXX.I contacted Mr. Cooper at least 5 times and sent them a copy of my bank statement with my payment to show that I paid the {$54.00} and that the {$21.00} was refunded by the Seterus rep. This has been going on since my XXXX statement that I received towards the end of XXXX. I just recently sold my home and our closing is on XX/XX/XXXX and I want this taken care of before the end of XXXX. I have also asked for an explanation of a charge of {$1400.00} plus a charge of {$190.00}. We did a mortgage modification while I was in Bankruptcy in XXXX and right after that these charges started appearing on my account. The only explanation they give me is that they are for legal fees. The whole idea was to modify the loan to make the payment more affordable and now I have all these charges tacked on to my loan. We have sold our home and I wanted to get my account straightened out before the closing takes place on XX/XX/XXXX,, XXXX. I just do not understand how they can add these amounts to my account and not notify me of these charges that I know nothing about. I would appreciate any help you can give me to get my account straightened out before my closing.
Company Response: Closed with explanation