NATIONSTAR MORTGAGE

2019-05-16

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Seterus has been padding my escrow account & illegally adding thousands to my mortgage. Unbeknown to me until the last couple of years I had been paying their legal fees & other unwarranted fees since XX/XX/XXXX. The bank servicer has been changed to Mr. Cooper this year & they are continuing Seterus theft. I'm sending an amortization print out with what should be balance of an overly inflated mortgage amount. My mortgage amount in XX/XX/XXXX was XXXX until they started their fictional foreclosure. I've reported this to many agencies who do nothing except tell me to get a lawyer. Unfortunately there is no such thing as pro bono & I'm a senior citizen with very limited funds & health issues. Maybe you'll be able to do what you advertise & actually straighten this out.
Company Response: Closed with explanation

Timely Response

2019-05-16

Sarasota, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Charlotte, NC

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Odell, OR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: The company is penalizing me for pay a mortgage payment early and now they are holding up my refinance. This is current happening.
Company Response: Closed with explanation

Timely Response

2019-05-16

Lakeview, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-15

Galena, NV

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-15

Philadelphia, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Today, XX/XX/2019 I signed into my Mr. Cooper account to make my monthly payment. I am actually one month ahead on my mortgage payments and should be due for XX/XX/2019. This is due to all of the additional payments that I have sent in since the beginning of the year. I have called numerous times and was told that the matter would be corrected. It was briefly updated to show that I was due for the XXXX payment which I signed in to pay. Now it is showing due for XX/XX/2019 AGAIN. I have technically already paid XXXX, XXXX, XXXX, XXXX, and XXXX. I can not afford to pay XXXX and XXXX again. I am very upset and do not know what is going on. This is a major error and should be corrected again. Please help as I have contacted Mr. Cooper numerous times and no one ever knows what is going on.
Company Response: Closed with explanation

Timely Response

2019-05-15

Erial, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-15

Austin, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-15

Quartzsite, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I hereby as a matter of urgency, want to report illegal wrongful foreclosure procedures by lender Mr Cooper a.k.a. Nationstar mortgage ( of XXXX XXXX XXXX XXXX, XXXX, TX XXXX ), as well as their attorneys, the XXXX XXXX XXXX ( of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CO, XXXX ) The scope of their lies goes way beyond negligence and mistakes. I bought my house in XX/XX/XXXX. Due to financial hardship in XXXX, I fell behind on my mortgage payments. I have been attempting to communicate effectively with the lender about my hardship and willingness to pay the arrears since XX/XX/XXXX. Subsequently, on XX/XX/XXXX, I submitted an application for loan modification. I received a letter from the lender, dated XX/XX/XXXX, stating " the evaluation period for loss mitigation options has now begun and is generally 30 days. Because you timely submitted a complete Borrower Response Package, you are entitled to certain foreclosure protections during the evaluation period and, as applicable, either we will not commence or initiate foreclosure proceedings or if foreclosure proceedings had already been commenced or initiated prior to our receipt of your application, we will not move forward with a foreclosure sale before evaluating your complete application. '' I was furthermore informed by the lender that they also informed their lawyers, the XXXX XXXX XXXX, on XX/XX/XXXX, to put my case on hold. On several occasions the lender confirmed, in writing, that my case was still on hold. However, during this same period, between XX/XX/XXXX and XX/XX/XXXX, while the case was on hold ( as they confirmed numerous times, in writing ), their lawyers wrongfully and deliberately continued with dual tracking foreclosing proceedings, arranging and advertising the foreclosure sale, running up unnecessary costs and fees in the amount of approximately {$4600.00}. ( {$2200.00} attorney fees, plus {$2400.00} Trustee fees and costs ), which they are now trying to force me to pay or sell my property. Their wrongful procedures and deceptive tactics of steering the case to a foreclosure sale, while the case is on hold, is blatant illegal dual-tracking. As a result of their wrongful dual tracking procedures, I never had the opportunity of exercising my legal right to any loss mitigation options that was by law supposed to be available to me. Neither was I allowed my right to reinstate my loan for the correct amount. I have stated to the lender on several occasions that I am fully willing and able to re-instate my loan, by paying all outstanding mortgage payments and reasonable fees. However, I am vigorously contesting the illegally, unreasonable and unnecessary fees charged by this lender and their law firm in their unscrupulous practices. By law, this lender is not relieved from its obligations by their lawyers actions. Their law firm are still proceeding with this wrongful attempted foreclosure sale, scheduled for XX/XX/XXXX through the XXXX County Public Trustee, while the lender fraudulently keeps informing me that the case is on hold and that all foreclosure proceedings has been halted. I have also mailed the Notice of error to the lender on XX/XX/XXXX. Nevertheless my numerous attempts to have them correct their mistakes and re-instate my loan as per my legal right, this lender and their lawyers are continuing with fraudulent foreclosing proceedings, violating our agreement and all applicable laws, causing me severe harm in the process. I therefore as a matter of urgency request that you step in and help protect me against the unfair practices by lender, Mr Cooper ( also known as Nationstar Mortgage ) and their Lawyers, the XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-15

N Las Vegas, NV

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-14

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-05-14

Stamford, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-14

Gretna, LA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Mr. Cooper is neglectful in communicating within certain departments like insurance and escrow. I was told my insurance on a new house would be paid then told it would not. The neglected cause a cancellation insurance and they are charging me additional monies due to the promise made by different personnel. I ask for financial relief because I was paying rent and mortgage and was not given any relief.
Company Response: Closed with explanation

Timely Response

2019-05-14

Tampa, FL

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: For months now, Ive received the runaround on a matter that shouldnt be so hard to correct. Prior to Mr. Cooper acquiring XXXX XXXX XXXX, I had never missed a payment or let any payment go 30 days late. This does not pertain to just my mortgage ; however, to all my financial obligations. In XX/XX/XXXX, a 30-day late marker had hit my credit report. This went unidentified by me until my home went on the market and I attempted to purchase a brand new, to be built, home from a new builder. My now loan officer had pulled my credit on XX/XX/XXXX and had informed me that that there was a recent late payment on my credit report by XXXX XXXX. He also stated that since late payment was so recent it caused my credit score to tank from the mid to upper 700s to the very low 600s. This was very embarrassing, as I have never made any late payments to anyone. Ever. I felt as if this was a defamation of my character. Upon receiving this information, I attempted to call XXXX XXXX. All phone numbers and contact information that I had, was re-routed to Mr. Cooper. I had concerns since I never had any dealings with Mr. Cooper, nor did I know that XXXX XXXX had merged with them. With the sale of my home, my loan with them was set to be paid off, I immediately filed a dispute with all three bureaus since I couldnt reach anyone at XXXX XXXX and since Ive never heard of Mr. Cooper. I also sent a goodwill letter addressed to XXXX XXXX and located an address for Mr. Cooper to send a copy of that same letter. I had never received anything back from the letters sent and my dispute investigation results further upset me. I quickly received correspondence from all three bureaus that there had been a response to my dispute and that the dispute results where in my favor. This was not in fact the case. Instead of removing the XX/XX/XXXX late marker, it was bumped up by one month to being late XX/XX/XXXX. I contacted to bureaus to get information on where this dispute was sent to, as I could never locate anything or anyone more to speak with at XXXX XXXX and I couldnt understand where they were routing my disputes. I was informed that the disputes had been set to and responded by Mr. Cooper. On XX/XX/XXXX, I had contacted Mr. Cooper to speak directly with them on this matter. I have no idea why the late payment was just moved back one month and not removed as per my complaint. The representative that I spoke with stated that she didnt seen any payments made in XX/XX/XXXX, which is why myXX/XX/XXXX payment was late and the next payment that was made was in XX/XX/XXXX. I asked what the alleged next payment in XX/XX/XXXX was and/or if there were two payments made. She informed me that only one payment was made and that it was made for the exact payment. Things escalated at this point because if this were true, there wouldve been a rolling 30-day late payment and this matter would be much more severe. The rep couldnt explain why there wasnt a rolling late and had only stated she doesnt see any payment being made. I informed her that I have proof that there was money deducted from my bank account to disprove what she was alleging. She said that she couldnt do anything more and that this would need to be researched through a different department. I was provided reference number XXXX and had faxed everything that I have showing that there is clearly an error on what they see and what they have reported to fax number XXXX on XX/XX/XXXX. Included in this dispute is a copy of my most current credit report from XXXX. A service that I now must pay for, since Ive never had an issue with my credit before. I am providing this to support, although there shouldnt really be anything for me to prove, that the above statement made by me is 100 % accurate. I challenge you to review my impeccable payment history and explain to me how it would humanly be possible to go 30 days late on a payment. Furthermore, even in the unlikely event that I was getting close to being late, I never received any calls or communications informing me or providing me the ability to rectify the situation prior to being late. I feel that this is abusive because it has caused us to halt any attempts on placing a deposit down to break ground on the construction of our new home. We cant secure financing to build our new home due to the late payment and the diminished credit score. Its unfair because Ive been trying to rectify this since XX/XX/XXXX only to find that the acts and practices of this company yields no assistance to assist a customer with their issue ; however, only place blame on what they think may have happened, while making me feel as an inadequate human being who doesnt pay his bills. This is costing me so much more out of pocket expenses, since the duration of our current renting situation had been prolonged.
Company Response: Closed with explanation

Timely Response

2019-05-14

Alafaya, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-14

Kawaihae, HI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I paid the XXXX XXXX XXXX XXXX people to negotiate with my lender for my loan modification ... .... and theyve ask me to pay {$16000.00} dollars up front, they say this will served as a bond and would be refundable after the loan modification is done. This was way back in XXXX. And then last year if Im not mistaken XX/XX/XXXX, theyve ask me to pay another {$6500.00} dollars for their legal team to handle my loan modification. Then sometime in XXXX of the same year, they send me a confirmation letter that the said modification was already been approved and theyve asked me to pay in advanced the 3 months probationary period so that according to them they can be able to negotiate for a lower monthly payment, which I did.I paid them more or less another {$7000.00} dollars.Then after 3 months I called XXXX XXXX, XXXX aka XXXX XXXX and a certain XXXX XXXX XXXX, that the probationary period already ended and how come I havent received any regular billing statement from the lender. Theyve told me that I was lucky because the lender doesnt ask me to pay anything yet and maybe theyre still evaluating my monthly payment and they assured me that nothing to worry about cause my case are well being taken cared off. I went spoke to them last XXXX of this year, I even told them that one of this days I might receive a foreclosure notice from the lender, and they assured me that thats not going to happen. Then after a month, sometime in XXXX the thing that Im worrying about happened.I received a writ of ejection notice from the lawyers of the bank. And I tried to call this people but can not reach them, I think they de-activated their phones. So I still try calling their office and to my success I was able to speak with XXXX XXXX XXXX, Ive ask him why I couldnt reach XXXX XXXX, he informed that shes in XXXX cause the in law is dying, I told him that what I know she was divorced from the previous marriage and he told me that was the boyfriends mother.Ived told XXXX that I feel like Im getting scammed, he told me theyre doing everything and will update me.Ived waited for their update but it doesnt happens.So I decided to call them again but to my dismay the only thing I got when I dialed their number that it was temporary out of service. Now to hold the foreclosure proceedings for the meantime, I filed a chapter XXXX bankruptcy.Tomorrow XX/XX/XXXX, Ill be attending the said hearing at around XXXX XXXX Hawaii time. With this problem that Im facing right now, I wish that your good office can help me negotiate with Mr. Cooper ( XXXX ) to be able to secure the loan modification that Im trying to for the past 3 years. Hoping that you could help me save my property from foreclosure. Looking forward for your help. Thank you very much in advanced.
Company Response: Closed with explanation

Timely Response

2019-05-14

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: seterus inc was replaced XXXX XXXX due to fraud with my mtg saying that i was not paying my mtg when i was documenting all payments via XXXX XXXX service center agent nevertheless {$40000.00} was added to my mortgage when the remaining mortgage was only $ 40,000.I have documentation and so does XXXX, XXXX XXXX file foreclosure and switch me to Seterus inc where the fraud continued. Seterus inc contacted me XX/XX/XXXX stating that they have money that's owed to me and i need it all now. in fact i need both XXXX XXXXXXXX and Seterus Inc clear the Foreclosure off my credit report completely and reimburse me the full amount they really owe with pain and suffering.my wife called about the reimbursement of the check she was told she could not speak on my behalf therefore we sent a letter into the corresponding inquiries and notices Department in XXXX Connecticut.three weeks & we never got a response.I called in on XX/XX/2019 and was told they had no information loan number XXXX XXXX XXXX XXXX & address no checks. 3 cks 1 ) # XXXX {$2900.00} 2 # {$120.00} 3rd check {$46.00} # XXXX ( please acount for all fraudulent fees charged in fake foreclosure forced me to refinance when I only owed around 40,000 ) I saved all my documented proof
Company Response: Closed with explanation

Timely Response

2019-05-14

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: COMPLAINT INFORMATION : WHAT HAPPENED To explain what happened in this most recent instance is fairly short and straight forward. On XX/XX/XXXX I received from XXXX XXXX XXXX , XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper , my mortgage company, a communication dated XX/XX/XXXX which read in part, This is an important notice concerning your right to live in your home. This same scenario also happened just a few years ago. What happened then, and what has been happening over the past 11 years, is a bit more complex and lengthier. The following points are the most major Id like to address, but are not limited to all our family has been subjected to by XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC d/b/a Mr. Cooper. Receiving notices that I perceive as threatening which state they are questioning our right to live in our own home. The most recent incident started on XX/XX/XXXX and was quickly followed with 7 additional mailings. A much lengthier communication followed within a few days, and read in part, RIGHT TO REQUEST A MODIFIED MORTGAGE LOAN. If this had been the first time I had received such a communication I would be as astonished, distressed, concerned and confused as I was the last time it occurred. After months of much time, money and phone calls back and forth to the Mortgage company, calls to our Town Hall, faxes, mailings, etc. it was proven that this was an error on their part and that I had not missed any payments. It took a huge toll on both me and my familys health ( both mentally and physically ). I have a handicapped son who was sick with worry that we were going to lose our home and have no where to live and he definitely was worried about what was happening to me. As a coincidence I was wearing a XXXX XXXX at the time which I believe did show that my XXXX was in distress. Please excuse the old adage that Fool me once, shame on you. Fool me twice, shame on me. which seems to fit this particular instance. I can prove by not only my own bank statements, but by the Mortgage Companys own records that I have not missed any mortgage payments. I feel sure that the same harassment, unprofessionalism and extreme time and money commitment would occur this time. Therefore, I feel that following the same path as before would be a mistake on my part. Since that time, I have learned more about the computer and how to be more effective in my research. I was able to go back to XXXX when Nationstar took over my mortgage. Several facts came to light that helped to trigger memories about, not only what I now consider somewhat questionable business practices, but actual events that have occurred since XXXX that I had forgotten. I also suspect that I might not be alone in this companys treatment of their mortgage clients. While I was at the post office ( for many of the mailings are sent via registered mail that you have to sign for ) a lady right behind me was picking up an identical mailing from Mr. Cooper. Of course I have documentation of what I am sharing with you. I have approximately 50 to 75 pages of communications from Mr. Cooper ( Nationstar Mortgage, etc. ), copies of my bank statements and copies of my payment history with Mr. Cooper. I believe I could also get a statement from my Town Hall and the town clerk, and also documentation of my Goldstar status as well as my real estate abatement. 2 ) Every year there have been increases in my monthly mortgage payments ( some realistic and consistent as to what one might expect ) but some totally unrealistic. In the years prior to Nationstar taking over my mortgage, my monthly payments did increase from what I can remember, about {$25.00}. In XXXX when Nationstar took over my mortgage I was paying approximately {$1600.00}, and I am now paying almost {$2100.00}. I do not believe either my hazard insurance or my real estate taxes ( abatement ) have gone up over {$6600.00} per year. In XXXX Nationstar increased my monthly payment over {$700.00} per month from {$1700.00} to {$2400.00} per month. No one could explain what this huge increase was for but that I had to continue to pay the increased amount until they could figure out how they came up with this figure and what it was for. If I did not or could not pay I could be foreclosed on. I had to pay this outrageous increase for months and still no one actually told me how or why they had come up with this figure. Very similar in XXXX my payment went from {$1700.00} to {$2100.00} and again I was forced to go through the same process. This time I could only get it down to approximately {$1900.00} and again was not told why ; and neither my home owners insurance nor taxes had increased anywhere near that amount. 3 ) As you will see from my Payment History there are a multitude of charges that I have no idea what they are for and are listed as either Unapplied Funds or Fees. As you will see starting in XXXX a new category has been added Escrow Deposit. Since Nationstar took over there have been approximately 100 such instances of these charges. Some of the fees are relatively small such as {$2.00} plus to over {$40.00} and I have no idea what they are for. I also seem to remember that during our first Foreclosure notice, that I was getting charged for a House Reassessment and was told that it was for someone to see if the house was lived in. No one ever came to the house nor there was never any type of inspection/evaluation done. 4 ) Never has anyone disclosed what happened to all of the thousands of dollars I have had to put out for the increased monthly payments or the Unapplied Funds or the Fees. Several people said they would check and get back with me which, of course, no one ever has. Every year they always show I am in the negative for my Escrow fund and that somehow I am always a month behind in my payments. I have followed up several times on the ( supposed ) monthly payment and I have had representatives acknowledge that they can not find any shortage but this has never been corrected and has gone on for years. 5 ) Even though I have had a real estate abatement since my husband passed in XXXX Nationstar/Mr. Cooper somehow has never been able to confirm ( or even believe ) that such a law exists even though both I and my Town Hall has provided them with copies of the bill. I have been told flat out that I am a liar and dont know what I am talking about. Just this year a man said he would call my Town Hall ( again ) to verify what I was talking about and he did actually call me back. He told me that he did speak with a lady who did not know who I was and she did not know of any real estate abatement. When I asked the representative who he had spoken to, he gave me a name I did not recognize. When asked what town he spoke to this lady in, he gave me a town I did not know and a state not near Massachusetts and said he would call me back after he made the call to the correct Town Hall. He never has. In the past I have been told that someone would contact my town hall and asked to whom should they speak with. I did give them the name of our Town Clerk. This has happened several times over the past years when I have tried to verify my real estate abatement. This happened during the past Foreclosure notice and they were so unprofessional, rude and nasty that our Town Clerk became very upset and called me to let me know what had happened. 6 ) Over the years we have been subjected to continual phone calls, letters and company representatives who have been discourteous, rude and extremely unprofessional. Not to say that I have not spoken with people who were polite and friendly, and who appeared to try to be helpful. Those people seemed to be newly hired and not very knowledgeable. Usually they either were able to confirm what I was saying but nothing was ever done to correct any errors and usually no one ever has gotten back to me. 7 ) All of the above has left us exhausted and stressed and affected our health. To say we have endured much pain and suffering is an understatement. This time I have not contacted Mr. Cooper, other than paying my mortgage payment, but am contacting you who I hope will be able to assist me with my continuing experience with this mortgage group ( XXXX XXXX XXXX , XXXX, Nationstar Mortgage LLC, and d/b/a Mr. Cooper ). This time I can not do nothing but think that they will correct their mistake and allow this latest issue to adversely affect me and my familys health which it certainly has been doing over the past number of years. I am asking for your help and assistance with my issues with Mr. Cooper. Please see my comments under the Fair Resolution section.
Company Response: Closed with explanation

Timely Response

2019-05-13

Rancho Santa Margarita, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-13

Detroit, MI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-13

Los Indios, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/2019 XXXX XXXX XXXX XXXX Loan number XXXX XXXX XXXX XXXX XXXX , TX XXXX Good morning, My husband and I are reaching out to you, in the hopes that you will assist us with our dealings with mr. Cooper. Currently, mr. Cooper is making NO effort whatsoever to engage us in meaningful and substantial dialogue, which will lead to resolving our foreclosure situation. To begin - our loan was transferred to mr. Cooper, from Seterus Loan Servicing, in XX/XX/XXXX. At the time our loan was transferred, we were in default, however, Seterus had modified it, 2 years prior - to roughly 150 % loan to value. This is an important piece of information, as I'll explain in a moment. We initially hired an attorney to assist us with our negotiations - XXXX XXXX XXXX. Mr. XXXX did little more than cash our checks, in his efforts to resolve this situation for us, so after disengaging with him, we retained a company who claimed they performed loan modifications - XXXX XXXX XXXX. This company did almost as much work as attorney XXXX.. NONE. Since disengaging with XXXX at the end of XX/XX/XXXX, we have been repeatedly told by mr. Cooper that our file/account is STILL labeled as In Default Litigation and that they're unable to discuss our account with us. This, in spite of the fact that we sent our confirmation letter of disengagement with XXXX, as well as a complete explanation of our relationship with mr. XXXX - along with a request to correct the current account status, as we're looking at a Summary Judgment hearing on XX/XX/XXXX. This process has been incredibly frustrating and, we we're told buy mr. Cooper before hiring XXXX, that no modification could be done - due to the fact that the loan was beyond the legal guidelines to modify. I'm referencing the 150 % loan-to-value modification that was done by Seterus. It's clear that mr. Cooper acquired this loan, knowing full well of what their intentions would be, with a very nefarious intent - either Force us to come to the table with cash ( which they've done. Demanding {$38000.00} ) or, take our home by way of sale, cash in the insurance on the loan and then sell our property for pure profit. Mr. Cooper has been accused and convicted of this type of activity thousands of times. We need your assistance to call them to the table and demand that they resolve this issue. Thank you in advance for your help with this!!
Company Response: Closed with explanation

Timely Response

2019-05-13

Olin, IA

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-11

New Boston, OH

Improper use of your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response