NATIONSTAR MORTGAGE

2019-04-29

Effort, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-29

Lathrup Village, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-29

Bohemia, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-29

Bethlehem, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-29

IL

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Complaint: I was the previous owner of the property located at XXXX XXXX XXXX XXXX, Illinois XXXX which was subsequently foreclosed and purchased by XXXX on XX/XX/2018. Since then, XXXX has made no attempts to assume responsibility for the existing water bill. The utility company refuses to remove my name from the bill until the bank takes ownership. The account continues to accrue.
Company Response: Closed with explanation

Timely Response

2019-04-29

IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX Loan number XXXX XXXX XXXX XXXX XXXX XXXX XXXX , IL XXXX Good morning, My name is XXXX XXXX and I am XXXX XXXX 's fiance. We're filing this complaint, today, because there are a number of very serious issues with the loan modification that was done for us by Nationstar Mortgage - now Mr. Cooper. Before getting into the history of my account with mr. Cooper, I'd like to outline a number of issues that are extremely troubling and a basis for legal action - - in XXXX we were sent paperwork on hamp letterhead, outlining a Tier-2 hamp modification - neither XXXX XXXX or XXXX XXXX can find this modification OR our modified loan - neither XXXX XXXX or XXXX XXXX are listed on any legal motions that we received from mr. Cooper - the entity listed as the investor on the motions is XXXX XXXX XXXX - we never received a mr. Cooper signed copy of the alleged hamp modification It is clear that mr. Cooper has acted with malice and fraudulence regarding - the misrepresentation of the modification itself, the fact that they've ensured this loan to it's full value ( insurance fraud ), that mr. Cooper has committed countless respa and federal compliance violations. Most egregiously - the XXXX modification play XXXX loan at almost 150 % loan-to-value. Neither HUD NOR Federal lending guidelines would ever allow that we are submitting this last complaint to you, in the hopes that these matters will escalate this to a pointed that brings mr. Cooper to the table to resolve things. If we can not accomplish this task, we've already identified legal counsel and will retain them and begin filingmotions, with the hope that they will be shortly followed by indictments We purchased our home in XXXX and refinanced in XXXX. At the time when we refinanced, we paid {$150000.00}. We were doing fine, until XXXX when a series of unfortunate happenings occurred. Nationstar was happy to assist us and the attached paperwork is the result of their work. As you can see, in the modification documents, the POST modification Principal Balance amount is {$190000.00}. they took all of our past due payments, the interest, late fees and legal fees and simply added them to the principal balance. This put us at roughly 150 % loan to value. Which, is against Federal and HAMP guidelines. I'd like to ask you to look further at the documents and you'll see that this is 'titled ' as a HAMP Modification. However, when I spoke with a representative at Mr. Cooper, on the XXXX, we were informed that our modification was, indeed an in-house Tier 2 modification. These are some very alarming and disturbing issues. The current value of our home is roughly {$120000.00} and Mr. Cooper is refusing to assist us, as my fiance has been on standby from his construction work since last XXXX. He's about to go back to work next week and we have more than enough disposable income to resolve this issue and get back to the good faith payments. We're asking that you assist us with resolving this matter amicably and to the best of our interest. What we're looking for is a proper loan modification - with the past due payments recapitalized into the remaining 37 years of the note, as well as, a Current Market Value appraisal of our home, so we will be paying a fair market value. You can reach out to me at XXXX or my fianc at XXXX who is on the note I'm on title, any time. Thank you and we appreciate your assistance with this matter!
Company Response: Closed with explanation

Timely Response

2019-04-29

Bohemia, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Dear Sir/Madam : I have a mortgage on a 1 family house and XXXX is the investor, My mortage used to be serviced by Seterus but inXX/XX/XXXX it wa switched to Mr. Cooper Please review the following account XXXX. Mr Cooper has denied me a modification because I had a modification before due to unemployment. Mr Cooper denied the modification XX/XX/ I was behind 10 months due to unemeployment but last week I gave them {$7000.00} Today they refused to take another {$6000.00} from me that my wife cashed out of an retirement account Mr Cooper wants me to send them the a partial payment of {$12000.00} to bring the account within 90 days or the full amount {$17000.00} by XX/XX/ or else they wont take a payment from me I need to raise another {$6300.00} to XXXX XX/XX/XXXX will be 30 days from the day Mr Cooper denied me the modification After that they will send their lawyers a request to serve me with foreclosure documents I always have a hard time getting them to give me an accurate deadline to bring the account up to date One lady in the underwriting dept. told me that in some states they can send foreclosure papers to their lawyer and a sheriff can give me 24 hours to vacate the premises. She also said that if I want to keep the house at that time I would have to make full payment to bring the account up to date and I would be responsible for their lawyers fee. I am considering getting a mortgage lawyer to represent me because we want to keep the house and it is our primamry residence. I work as a temporary consultant because it has been hard to get a full-tme job and over the last 7 years I have been unemployed a couple of times. I am interviewing and should have a new job on XXXX XXXX in a couple of weeks but need your help to get on a payment plan where I can make bigger payments every month to bring the account up to date Can you help me? Thank you XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-29

Five Points, NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I received a letter of foreclosure dated XXXX XXXX from Nationstar/Mr. Cooper and I did not understand why when I called them to inquire why I was receiving this they told me they couldn't speak to me about anything because my ex wife filed bankruptcy in XX/XX/XXXX but this was after she signed over a quick claim deed to me on XX/XX/XXXX which was received and notarized by the register of Deeds. Nationstar/Mr. Cooper stopped sending me mortgage statements so I have been making my mortgage payments based on what I had been paying all these years. In XXXX I had received a Escrow Review statement from Nationstar/Mr.Cooper which stated I had a shortage or {$190.00} and beginning XX/XX/XXXX my mortgage payment would be {$1300.00} and then all of a sudden I receive a Foreclosure Notice which no one wants to give me any information and I'ts very frustrating, how can my home be in foreclosure when I have been paying my mortgage all these years It seems since Nationstar switched to Mr. Cooper It's been nothing but problems..
Company Response: Closed with explanation

Timely Response

2019-04-29

Warren, RI

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-04-27

Warrenton, VA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Mr. Cooper formally known as Nationstar Mortgage is at it again. Mr Cooper is engaging in delaying tactics, giving me and my Sale Agent the run around, asking for the same documents over and over again, playing hardball which Mr. Cooper engaged in during my request for my Loan Modification in XXXX which lasted for 10 years and was never modified. In addition to the XXXX games that Mr. Cooper has engaged in above, is now adding another leaf of delaying tactics to the Short Sale Mr. Cooper approved off, and scheduled for Auction Sale in XX/XX/XXXX to XXXX, XXXX. We are now at the last stage, the Closing Process of the Short Sale, and Mr. Cooper is now dictating, and shying away from its officially mandated responsibilities. Mr. Cooper is telling me and my Sale Agent, cheering picking which amounts they will approve for payment. Besides, Mr. Cooper is backing away from the original Terms for the Short Sale Program, " The Offer Validation Program '' agreed upon by both parties when the Short Sale initially began. Mr. Cooper is coming up with another " Terms '' that will benefit Mr. Cooper. Dealing with Mr. Cooper for 10 years I have learned to know that Mr. Cooper lies and Cheat. Mr. Cooper should move fast so that we can move on to the last stage of the Short Sale process ; that is the Closing Process, instead of playing games.
Company Response: Closed with explanation

Timely Response

2019-04-27

Tampa, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-27

DE

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I built my house in XXXX. I worked for XXXX XXXX XXXX XXXX XXXX for 15 years at that time. I got a conventional mortgage and placed {$63000.00} out of my 401 down to buy the house. At that time, I was paying {$1500.00} per month which was acceptable. However, when the economy went down, I lost my $ XXXX/hour job and have never been able to recover. I was not getting any kind of income until XXXX when I started collecting SS. However, from XXXX to XXXX, I kept getting modifications from the mortgage company, however, they were switching the loan from here to there and there to here and I ended up with an interest rate of 9.5 %. Therefore, each modification was no where for me to be able to afford. At this present time, they was {$2500.00} a month because of the loan in default. I have made random payments, however, they would not accept what I could afford all those years. At one time, they modified it under the Obama plan to approximately 1300, however, it was when I did not have a job. I got a job to survive at less than 10 an hour for this area, which is the going rate. I love my home and all I want at this time is a good payment. I now receive SS and I work also. My SS is XXXX and my job is XXXX per month. I just went through another modification and they still are coming back at {$2500.00} per month. I do not believe anyone would pay this amount in this area. I live in Delaware and all jobs in this area are {$10.00} and under. I am a Senior Citizen at XXXX years old and I believe the interest rate of 9.5 % is just ridiculous. I should not be moved out of my house, as I have no where to go. I have no family to go to like other people do. Why should I be put in the streets when I am willing to give at least 1200 a month to stay in my home. I have exhausted all my 401 funds. I worked all my life in XXXX XXXX, XXXX XXXX XXXX XXXX, and still going to XXXX XXXX looking after the XXXX making them smile. It does not seem fair when I am able to make a reasonable payment to the mortgage company at this time. Please, there are so many complaints about this servicer putting people out of their homes. They really need to be looked into. At this point, I am in bankruptcy to try to stay in my home. However, they are requesting a relief of stay from the bankruptcy in order to foreclose or have me short sale the house. I am totally embarrassed about the bankruptcy. I have owned 3 house before this and have paid off the loans and moved on. Due to no circumstance of my own, losing a job after so many years is not a good feeling. I did all the right things, went to college, started working at XXXX XXXX in XXXX, PA, XXXX XXXX XXXX XXXX XXXX in Washington, D.C., XXXX XXXX XXXX in XXXX, Maryland and now working for XXXX XXXX. All of my work records will show how dedicated I am to working and making a living. I have references and friends, neighbors who know what a good person I am, but due to the circumstances I never saw coming, I am at this crossroads in my life. I have no where to go and I have dedicated my life to health care and I think that there is something that can be done. As I said before, I am a senior citizen and wish very much to remain in my home for a little longer. Thank you for your consideration in this matter and look forward to your reply. I have also submitted a complaint to the Delaware Dept. of Justice in XXXX, DE also. I submitted reports of complaints regarding the servicer for this mortgage.
Company Response: Closed with explanation

Timely Response

2019-04-26

Bradenton, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-26

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-26

Galena, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello -- This complaint is in regards to a Loan originated with XXXX XXXX and then transferred to Mr Cooper mortgage servicing. Over the past two months, I have made a series of inquires about a principal reduction payment I made shortly after closing on this loan. Here is a summary of my case. - I closed on my mortgage with XXXX XXXX on XX/XX/XXXX. - Servicing of my loan was transferred to Mr Cooper in late XXXX or so. - I submitted a principal payment reduction in the amount of {$57000.00} from the proceeds of my home sale to XXXX XXXX. It was cashed on XXXX. - I contacted Mr Cooper 's customer service hotline on XX/XX/XXXX, after not seeing this credited toward my balance. I was told it would be passed to Research, but I never heard back. - I emailed the Research Department on XX/XX/XXXX. - On XX/XX/XXXX, the XXXX dollars in payments were posted to my account effective XX/XX/XXXX. The sum was split into a monthly payment ( XXXX ) + principal paydown ( XXXX ). The monthly payment was applied first, meaning the interest rates were not adjusted according to the principal-reduced amount. - Also on XX/XX/XXXX, I received a response stating that my concerns had been addressed and the payment had been posted. - I replied on XX/XX/XXXX with my complaint about the interest payments not being adjusted ( described above ). I received receipt-of-confirmation email. - I followed up on XX/XX/XXXX, with a picture of the check. I received receipt-of-confirmation email. - I followed up on XX/XX/XXXX. I received receipt-of-confirmation email. - I followed up on final time on XX/XX/XXXX. I received receipt-of-confirmation email.
Company Response: Closed with explanation

Timely Response

2019-04-26

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My mortgage loan is in default and was recently transferred from Seterus to Nationstar/Mr. Cooper. Ultimately I will lose my home through foreclosure since Seterus was unwilling to work with me to save my home and I fear Nationstar will continue this practice. My loan qualifies for mortgage assistance, but Seterus kept telling me that I have had too many workout plans already. However, the one modification they gave me they made an accounting mistake and never accounted for my second trial modification payment. When I called in to fix this they basically said that there is nothing they can do and kept telling me to call back next month to see if they can help me. I have not had a single point of contact that I could work with and will lose my home through foreclosure if something isnt done. I am a XXXX XXXX and am not always in the country. A few years ago, I foolishly trusted my boyfriend to take care of the mortgage payments while I was gone for months at a time taking care of my patient. Instead of being responsible and making the mortgage payments, he took the money I sent him and squandered it. I was unaware of that I was delinquent on my mortgage payments until I came back to the country and found out I was delinquent. I contacted Seterus and I got a trial modification in XXXX of 2018. I made my XXXX payment and called Seterus in XXXX to make my next payment. One of their representatives, XXXX, called my bank to verify funds while I was on the line and was told the funds were in the bank. Everything was verified and I was told the payment was made, but their representative made a mistake and did not do the transaction. Then I was advised by XXXX that my payment did not go through because I GAVE THE WRONG ACCOUNT NUMBER for my bank account. However, it is impossible that I gave them the wrong number since XXXX confirmed the bank account number while she was on the line with my bank! After that everything fell apart and I lost my modification. I tried to work this out with them, but they have turned their backs on me and now I will lose my home through foreclosure if you can not help me.
Company Response: Closed with explanation

Timely Response

2019-04-26

Berkeley, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-25

East Rockaway, NY

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-25

Clifton, NJ

Credit monitoring or identity theft protection services

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with product or service terms changing
Company Response: Closed with explanation

Timely Response

2019-04-25

Lily Lake, IL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Public record information inaccurate
Complaint: On XX/XX/XXXX I sold and closed on my home. The mortgage for the home was paid in full as part of the closing. Nationstar Mortgage ( aka Mr. Cooper ) reported the account closed on my credit report on XX/XX/XXXX, and reported it as being included in my bankruptcy. While I filed for Chapter XXXX in XXXX, and it was discharged in XXXX, I filed and have a legally signed reaffirmation agreement. I continued to pay, on time, on this loan for over 5 years. On XX/XX/XXXX, the account was closed, and paid in full, as a result of a sale. Never once was this included in the bankruptcy or was it affected by the bankruptcy, and to report that it was, which is having a negative impact on my credit and ability to secure credit, is fraudulent, and and creating an adverse affect on my ability to secure financing. Nationstar ( aka Mr. Cooper ) needs to correct this reporting immediately, and assure that they remove any bankruptcy reporting from this loan, and they need to show the loan was closed in good standing. This needs to be done immediately!
Company Response: Closed with explanation

Timely Response

2019-04-25

Miami, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-25

Chestnut Rdg, NY

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-04-25

Briar Park, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-25

Three Bridges, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: At the end of XX/XX/XXXX, we were notified that our Mortgage was assigned to Mr. Cooper, the new Mortgagor. In our notice of assignment, we were guaranteed a smooth transition and were told that we did not need to do anything to facilitate the assignment/transition. The mortgage was transitioned in XXXX. Per the terms of our Mortgage Agreement, we pay our Mortgagor certain additional amounts which are to be held in escrow by the Mortgagor in an escrow account, and used by the Mortgagor to pay our homeowners insurance and property taxes. We received notice from our township in XX/XX/XXXX that our first quarter property taxes were not timely paid, and that interest and penalties had begun to accrue. Our Mortgage Agreement provides that in addition to being obligated to use the escrowed funds to pay our property taxes, the Mortgagor is responsible for any interest and penalties due in connection with failing to timely pay such property taxes when due. Regardless of responsibility for facilitating payment of our property taxes ( and payment of penalties and interest thereon ), we are very concerned about any consequences resulting from the Mortgagors failure to pay the amounts due, including, but not limited to, the impact on our credit score and/or potential tax liens being issued against our property. The first quarter taxes should have been paid on XX/XX/XXXX. I called Mr. Cooper on XX/XX/XXXX, immediately following our receipt of the late notice from our township. On the call, a representative of Mr. Cooper blamed our prior Mortgagor for not paying the first quarter property taxes. The representative said that Mr. Cooper would pay our first quarter property taxes, as well as any interest and penalties accrued in connection therewith, utilizing the funds that Mr. Cooper holds in escrow, and would, thereafter, bill our prior Mortgagor for such amounts. This process is consistent with the terms of our Mortgage Agreement. Despite the foregoing conversation, and contrary to the terms of our Mortgage Agreement, Mr. Cooper failed to pay our property taxes and interest and penalties accrued in connection therewith. In follow-up telephone conversations that I initiated in the ensuing weeks with representatives of Mr. Cooper, A representative of Mr. Cooper said that Mr. Cooper had not paid the amounts due because our township had failed to provide proper documentation and had failed to return Mr. Coopers communication requests. The Mr. Cooper representative did not indicate what documentation was missing and instead told me that the issue had to be resolved between Mr. Cooper and the township directly. Additionally, my wife visited our townships taxpayers office two ( 2 ) times to confirm that the property taxes and other charges had been paid. On each occasion, the township claimed that ( despite what we had been told by Mr. Cooper ) the township had not received any communications from Mr. Cooper and that Mr. Cooper must reach out to the township directly to pay the amounts due. In short, both our township and Mr. Cooper indicated that there was nothing that we, as the homeowners, could do to solve this issue. Nevertheless, in XX/XX/XXXX, I verified on two ( 2 ) different telephone calls with Mr. Cooper representatives that they had the correct phone number for our townships XXXX XXXX XXXX on file, in hopes that the amounts due would be promptly paid. On XX/XX/XXXX, I called Mr. Cooper again. This time, the representative from Mr. Cooper that I spoke with indicated that Mr. Cooper did not have the past-due property tax bill on file. With my assistance, the agent was able to download a copy of the property tax bill from the townships XXXX XXXX website. The Mr. Cooper representative said that the property tax bill and other amounts due in connection therewith would be paid in full and that I should call back in a little over a week for an update. On XX/XX/XXXX, I called Mr. Cooper to confirm that the property tax bill and other amounts due had been paid and to ask for an update on the situation. The representative that I spoke with said that Mr. Cooper had confirmed the tax bill amount due, along with the interest/penalties accrued, and that Mr. Cooper would be issuing a check to my township that week. The representative again confirmed that we would not be responsible for the interest/penalties accrued. I was told to call back in five ( 5 ) days for another update. As of XX/XX/XXXX, the past-due property taxes and interest and penalties accrued thereon have still not been paid by Mr. Cooper. I called Mr. Cooper on XX/XX/XXXX, and the representative I spoke with initially indicated that my repeated requests for the payment of the property taxes and other amounts due had been denied due to missing documentation. When I directed the representative to look through my file, he found the documentation and sounded confused. After being placed on hold for about ten ( 10 ) minutes, the representative came back on the line and told me that my wife and I have done all we can do with regards to this matter and that the rest of the work to resolve this matter is to be handled by the Mr. Cooper tax department. Additionally, the representative said that they are working on the issue ( despite his original claim that our request had been denied ). The representative then directed me to call back on Thursday, XX/XX/XXXX, for another update. I did, and Mr. Cooper told me that their tax department was working on it, but they blamed the prior mortgager for not paying the taxes on time. They also did not have any timeline as to when this would be handled and the agent indicated that they didn't know what else could be done. I indicated I would be filing a complaint with the CFPB and the agent understood my situation. At this point, we are very frustrated with the situation, and the seeming lack of urgency, attention, or competency by Mr. Cooper. There is plenty of money in the escrow account established by Mr. Cooper to pay the property taxes and other amounts due. It has now been about two ( 2 ) months since my first phone call to Mr. Cooper regarding this issue ( and over three ( 3 ) months since our Mortgage was assigned ), and the first quarter property taxes have still not paid. Such failure to pay the property taxes and interest and penalties in connection therewith is a violation of Mr. Coopers obligations under the Mortgage Agreement and disregards our repeated requests for payment. Interest and penalties continue to accrue, and my wife and I are growing increasingly concerned about a tax lien being filed against our home and/or a negative impact on our credit rating. I am hoping that this issue is resolved as soon as possible.
Company Response: Closed with explanation

Timely Response

2019-04-25

Billerica, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have paid early every month. They put one payment into suspension and then reversed it. Since then, they have been charging me a late fee. When trying to fix this by putting in reversals, I cant follow where the money is going. I have spoken to 3 customer service agents that cant follow where this is going as well. They see where it all stemmed from and why the reversals have been put in. They can not figure out why money is being applied to other and what that is. You also cant follow where the principle payments have been applied properly.
Company Response: Closed with explanation

Timely Response