NATIONSTAR MORTGAGE

2019-04-24

Bloomington, MN

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

Timely Response

2019-04-24

Miami, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

Neptune, NJ

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

Lenexa, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I requested a copy of my payoff loan amount, when I received it I noticed that there is discrepancy between my loan balance and the payoff amount. So onXX/XX/XXXX I talked to the Mr. Cooper 's representative about this issue, after long conversation he could not provide me any document, or convincing explanation of the extra amount of the loan payoff, he just said that this our expense amount. For your information, on year XXXX I lost my job, therefore I could't pay my mortgage payments, for my house, to XXXX XXXX , then government provided the Home Affordable Modification Program, so I applied to this program and I got qualified for it, now after nine years of paying my payments on time, for help of my family members I want to payoff this loan, but in the loan modification contract there is no mention of this expense amount of {$36000.00} dollars, that Mr. Cooper call is it, " Lender Paid Expenses ''. During my loan adjustment XXXX XXXX told me that if I don't default on my payments, there will be no penalty. Also this loan has changed few hands since it's adjustment, and now Mr. Cooper owns the loan, but they are not given me any adequate explanation or any evidence of where in our contract there is mention of this expenses. My request from Consumer Financial protection Agency is that, to help me to find out why should I pay this enormous amount for the servicer of this loan, I thought government helped us not to foreclose our houses, which could cost them to loose more money. Please let me know if you need more information from me. Thanks XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-24

Lakeland, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We entered into a loan modification on XX/XX/XXXX, the terms of the modification were to be at a fixed reduced rate from XX/XX/XXXX through XX/XX/XXXX. We were told that if we made ALL of our payments on time that after the " fixed rate '' period they would re-negotiate our loan modification. After several months of back and forth, two loan modification packages, countless emails & phone calls the lender is not willing to modify our Option ARM loan whatsoever. It should be noted that when we originally got the loan in XX/XX/XXXX we were told it was XX/XX/XXXX ARM, we had no idea it was an Option ARM loan. Also, the final forms for our modification were forged by the lender, they are clearly not our signatures.Furthermore the lender just sent me an ACT 91 Notice on XX/XX/XXXX yet they have filed foreclosure paperwork with the courthouse. The contact information on the ACT 91 notice is false, the contacts do not exist, the phone number is never answered and the email does not work. We feel that our legal rights of due process are being violated as the lender is not following PA law. They are not honoring their prior commitment nor are they allowing us the opportunity to re-apply for a loan modification.
Company Response: Closed with explanation

Timely Response

2019-04-24

Austell, GA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: On XX/XX/XXXX Seturus responded to my Consumer Finance Protection Bureau # XXXX that they purchased they account in a XXXX XXXX XXXX status and did not produce any statements. However the information they have reported to XXXX and XXXX is not reflective of this. Seturus has failed to remove this account from my credit reports as they have claimed to many errors in their record keeping and it is not 100 % accurate. According to the FCRA all information must be 100 % accurate, complete and verifiable yet Seturus continues to show there records are not complete. I have disputed this account multiple times and Seturus continues to verify false information on payments and account status concerning this account with XXXX and XXXX. I have reported this to Seturus over 6 times through this government agency which shows that their record keeping is not in good standing and not accurately kept. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX This is very unfair and should not be allowed.
Company Response: Closed with explanation

Timely Response

2019-04-24

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX we filed a complaint with the CFPB. Thanks in part to the CFPB, the lender, Mr. Cooper stopped the sale of our home that was scheduled to take place on XX/XX/XXXX. XXXX XXXX at Mr. Cooper wrote a response to the complaint which admitted fault in the foreclosure process and promised specific credits related to the wrongful action. Please see original complaint for XXXX XXXX 's response letter. The below letter was emailed on XX/XX/XXXX to XXXX XXXX. We received a letter in the mail dated XX/XX/XXXX acknowledging receipt of the below email ( see PDF copy ). The letter states " a response will be provided no later than XX/XX/XXXX '' Today is XX/XX/XXXX and we have seen NO RESPONSE. Our payment amount is STILL incorrect. Promises were NOT kept. Mr. Cooper has Failed to respond to our requests. Unfortunately we feel we have NO choice but to file a NEW complaint. After submitting our reinstatement amount of XXXX on XX/XX/XXXX. Although incorrect, on XX/XX/XXXX we made a payment of XXXX which the XXXX statement asked for. On XXXX 's statement Mr. Cooper had rejected our XXXX payment without giving a reason. We had paid the payment amount listed thinking credits were to follow per XXXX XXXX 's CFPD response dated just two days earlier. We had expected credits and a corrected payment amount would catch up by XXXX 's statement. How wrong we were. Instead we received NO CREDITS, a rejected payment and ADDITIONAL legal fees piled on top. ( Our response to Mr. Cooper 's response to our first complaint ) Previous Case # XXXX CFPB Complaint ID # XXXX Dear XXXX XXXX, Thank you for your candid response letter dated XX/XX/XXXX to our complaint we filed with the CFPB. Prior to the response with substantial effort we were able to stop the sale of our property. Our thanks go out to the team at XXXX XXXX XXXX XXXX for reaching out to people above our account representative at Mr. Cooper. We have not learned just whom made the ultimate decision to stop the sale at Mr. Cooper, but we are grateful to them as well. As you are aware on XX/XX/XXXX we did submit a reinstatement amount that was listed as XXXX in a correspondence from Mr. Cooper in an attempt to bring the loan current. In our CFPB complaint we laid out how our loan became delinquent. In your response you do take responsibility for errors that were made by Mr. Cooper causing our payment to rise above our affordability. As time went on the fees compounded. In our complaint we asked that any and all fees and charges related to the sale of our property be quashed due to Mr. Cooper 's error. In your letter you stated a credit would take place for XXXX. Since we paid the initial lump sum and one subsequent payment in XXXX we have only seen a credit of XXXX on XX/XX/XXXX. In XXXX 's statement there are new legal fees totaling XXXX. What is that about? Due to the time involved in stopping the sale of the house we have yet to fully review where the lump sum payment was applied from our end. There appears to be a substantial amount of monies that went to escrow. Currently your system would not accept our XXXX payment for what should be our normal PITI payment. There are escrow charges in the amount of XXXX shown as due. Our XXXX statement shows another escrow payment of XXXX is due. That would be XXXX over 12 months. Our taxes and insurance for a year are just over XXXX per year. What is the other nearly XXXX for? Also when we paid the XXXX in the lump sum there appeared to be monies that went to an escrow owed. Therefore one would think the escrow zeroed out at that time. Again what is the extra 6000.00 for? We suspect these charges may be related to the sale that was not and should not have been held. Even worse it could be ANOTHER error in escrow calculations. Once again with this XXXX additional payment we are right back where we were when we couldn't afford more than what should have been due. We have NO faith in contacting any account representative as we were only strung along by the last one while the charges piled up. We are reaching out to you to learn how our lump sum payments were applied? Why the XXXX statement has new fees attached? Where is the full credit you promised? As well as when and if the FULL amount of fees and charges related to the calling of the erroneous sale will be credited? Thank you for looking into this matter and we await your timely response so we to end up in the same jackpot we were in before. On XX/XX/XXXX we sent the below follow up letter to XXXX XXXX via email and USPS. Still NO RESPONSE via email or postal mail. Dear XXXX XXXX, We emailed you back on XX/XX/XXXX. We have yet to receive a response other than a boiler plate letter in the mail stating Mr. Cooper received our correspondence. We also received a notice that says our loan is in " default '' dated XX/XX/XXXX. We are confused as we are a little more than 30 days past due, but less than 60 days. As you know per our previous email, we are awaiting a correction to our payment amount. Due to the errors that have consisted within your impound account department, we have requested further impounds to cease. Please find a copy of the letter we sent today to the Errors at the Customer Relations Department at XXXX XXXX XXXX XXXX TX we sent today. Please advise so we can forward a corrected payment ASAP. Thank you,
Company Response: Closed with explanation

Timely Response

2019-04-24

Trenton, NJ

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: To whom it may concern, I am writing to let you know that my husband and I have been nothing but problems with your company, Since your company Mr. Cooper bought us out from our old mortgage. Since we been with your company and it has been nothing from lies to lies always getting the run around being keep on hold for more then half hour then disconnect our calls, taking money out the account without our permission. Like starting on XX/XX/XXXX we contact your company from Mr. Cooper about our papers work and for over a week we were getting told they havent received our paper work and we were calling everyday as we were told by someone different but very funny how your company had our bank information and took a payment but didnt have the full paper work, then on XX/XX/XXXX again we call Mr. Cooper to cancel our direct with draw payments for XX/XX/XXXX not to take payment and as they state they said they will cancel the withdraws and what happen on XX/XX/XXXX they took our payments as we were closing with another company and we state that to them and needed that payment, so my husband and I was call back every day for 2 weeks and stated they will refund the money even speaking to supervisors and nothing was being done so we had to get our bank involved stating the company took the money without our permission which it took 24 to get refund after all the calling the company, So if your company says everything is being recording why dont you check all your calls from my husband and I starting XX/XX/XXXX it seems like your company have nothing but working people that dont know their jobs or like to lie and every day we were getting lies after lies and dont want to return the refund our money. As on XX/XX/XXXX we close and the loan was Paid in full {$220000.00} we got a letter from your company that our escrow is {$3500.00} with the proof on more then one statements, we also got letter prior to the closing that our escrow is was that amount so we have all the proof from the documents. On XX/XX/XXXX your company send a part portion {$2500.00} and it was short so your company of owe us {$1000.00} and we try to contact on Friday XX/XX/XXXX at XXXX XXXX and again with lies and stating they cant reach the loan department and they its the cooperate office and and that they didnt get paid in full, or that the had to pay insurance so every time we told them the truth they come up with different excuses and we have the paper works to prove it. All I am stating I will be contacting my lawyer and sue your company for fraud. We are tried of Mr. Cooper company stealing money that dont belong to them so if you want look into out account number and address and you can see the full escrow that owe to us and that our new mortgage paid your company in full. We would like our refund of {$1000.00} within a week from this letter which I will have it certified from the post office so your company cant say it wasnt received or I will contact my lawyer for further actions and will contact XXXX ( XXXX XXXX XXXX ). My husband and I will not reach the company no more as they refuse to help or gives us our refund. Mr. XXXX and XXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX NJ XXXX Escrow {$3500.00} Refund XX/XX/XXXX {$2500.00} Balance owe {$1000.00} XXXX
Company Response: Closed with explanation

Timely Response

2019-04-24

Bohemia, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-23

Annapolis, MD

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-04-23

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

Timely Response

2019-04-23

Green Oaks, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-23

Tacoma, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-23

Tallahassee, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-23

Cocoa, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello, my name is XXXX XXXX and I am writing you today to try and explain the unbelievable and outrageous circumstances, for which I have no control and I have been subjected to, in dealing with several of these large Mortgage Companies. When I try to ask what the XXXX is going on with my loan, they keep switching my loan numbers, selling the Mortgage to different people and increasing the amounts by the Thousands every time! On XX/XX/XXXX, I purchased and currently own the home at XXXX XXXX XXXX in XXXX XXXX Florida, XXXX. My original Mortgage with XXXX XXXX XXXX, loan # XXXX, was signed and closed on that day. Shortly thereafter, I received another mortgage paper saying that I now owe {$67000.00} and was never signed by me but it was Notarized on XX/XX/XXXX and I was sent a copy. This paper makes no mention of the original loan number but instead refers to the loan as instrument # XXXX. XX/XX/XXXX, XXXX XXXX XXXX buys my Loan fro. XXXX XXXX XXXX and I am given paperwork telling me that I now am dealing with XXXX XXXX XXXX. After an examination of my loan Amortization papers that I had received from XXXX XXXX XXXX, I discovered I was in payment number 115 of a 180 installment loan at the time XXXX XXXX XXXX acquired my loan from XXXX. I have been unsuccessful in my attempts to convince the lenders they have made errors on my loan! The biggest is being that it was a 15-year note, NOT a 30-year note! When I complained to XXXX XXXX XXXX, they sold my loan to Nationstar Mortgage on XX/XX/XXXX. When I complained to Nationstar Mortgage, they sold my loan to XXXX XXXX on XXXX XXXX. When I complained to XXXX XXXX, they sold my loan to XXXX XXXX XXXX XXXX, who is now my current home loan provider. Upon request on XX/XX/XXXX, my payment history records were sent to me from XXXX. It was my payment history since XX/XX/XXXX and everything looked like it was valid until I realized that we hadnt even closed on the house until XX/XX/XXXX! My original payment for the 15-year note which included escrow payments for homeowners insurance and property taxes was {$490.00} / month. I had trouble getting homeowners insurance due to the cast iron pipes that are under the slab in the home and was forced to buy homeowners insurance through XXXX XXXX XXXX which increase my loan amount to {$610.00} a month. XXXX provided me with statements of payments made from XX/XX/XXXX to XX/XX/XXXX. I was told they could not find any records for my Loan from XX/XX/XXXX to XX/XX/XXXX. What happened to those records? The payoff amount indicated at that time was {$51000.00}. XXXX also changed the loan to # XXXX. To make matters even more complicated, the Loan # on the payment history statements I received was now # XXXX? I received in the mail a payoff demand statement from XXXX XXXX XXXX on XX/XX/XXXX saying that XXXX had purchased the loan for {$51000.00}. Apparently, some thing happened between XX/XX/XXXX and XX/XX/XXXX because my principal balance jumped to {$98000.00} supposedly recorded on XX/XX/XXXX. They have called it an instrument # XXXX. I never signed a refinance agreement and to this day no bank or mortgage company can provide any documentation to me as to why my loan was added approximately another {$44000.00} to it! I have bank records that indicate I was paying XXXX XXXX XXXX until XX/XX/XXXX and that all my payments were current and up-to-date. I had even paid double payments on some months. Another thing, somehow my payments jumped from {$610.00} per month to XXXX a month! When I complain, XXXX XXXX XXXX sells my mortgage to Nationstar Mortgage on XX/XX/XXXX and I am sent a letter telling me to direct my payments to Nationstar Mortgage, who also by the way, change my loan # to XXXX! Again, when I try to get things sorted out, Nationstar sells my Mortgage to XXXX XXXX on XXXX XXXX and, by the way, changes my account number to # XXXX. All the while trying to resolve this whole mess with Nationstar Mortgage, these XXXX stop answering our phone calls and I have to hire a lawyer at this point. Nationstar Mortgage and XXXX mortgage have refused to deal with me on this matter and literally forced me into bankruptcy in order to save the home. Now whats the new balance? Almost {$120000.00} and of course a new loan number because XXXX XXXX sold the mortgage to XXXX XXXX XXXX XXXX. The new Loan number is now # XXXX. I have included copies of the original mortgage I signed with XXXX and the loan modification agreement I signed under duress with Nationstar, in order to save my home from foreclosure. I would appreciate any help you can provide in this matter. I can be reached by this email or by phone at XXXX.
Company Response: Closed with explanation

Timely Response

2019-04-23

Warrenton, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan Number XXXX Property Address XXXX XXXX XXXX XXXX, XXXX XXXX, WV XXXX NationStar : XXXX Starting XX/XX/XXXX, I established up a bimonthly payment process to maximize my payments against the interest for the year for a secondary property. The XX/XX/XXXX payment was not processed correctly because, according to Nationstar Mortgage LLC a subservicer for XXXX, their systems aren't able to process bimonthly payments. I have a mortgage with XXXX XXXX for a primary residence and not having an issue with them. This is what happened with Nationstar : My initial payment transmitted on XX/XX/XXXX electronically. Because it was a half payment, Nationstar applied it to XX/XX/XXXX as a principal payment. Because Nationstar processed it as a XX/XX/XXXX payment, I started receiving phone calls from Nationstar, even though the grace period through the XXXX of the month, hadn't passed, advising me that I was delinquent. On XX/XX/XXXX, I received a letter stating that I was delinquent for the month of XXXX. On XX/XX/XXXX, the second part of my payment was processed for the XX/XX/XXXX payment. On XX/XX/XXXX, Nationstar generated a letter stating that I was assessed a {$15.00} late fee on my account, my account was delinquent and placed the 2nd part of my payment in an unapplied accounts fund. On XX/XX/XXXX, I contacted Nationstar, they advised me that their systems can't accommodate bimonthly payments. They had to move the 1st part of the XXXX payment that they applied to XX/XX/XXXX to the XX/XX/XXXX payment and removed the {$15.00} late fee. They advised that I should pay more each month to accomplish what I am attempting to accomplish to save on interest since their systems can't accommodate. Because Nationstar can't accommodate bimonthly payments, they aren't depositing funds into my account when processed to prevent further accrual of interest against the principal on my accounts ; therefore, penalizing the customer for system issues that they can't support. I attempted to escalate to the XXXX Executive Team, but was transferred back to Nationstar Executive Team. I am requesting that XXXX XXXX XXXX XXXX, Nationstar Mortgage LLC, XXXX TX be investigated for their payment processing practices. The loan papers do not indicate that bimonthly payments can not be processed and that full payments are expected or funds will be put into an unapplied accounts fund. I can supply copies of correspondence if it helps in the research.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-04-23

Los Gatos, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

Okc, OK

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

Centennial, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

Washington, DC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-22

Green Valley, AZ

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: In XXXX my wife and I took a Reverse Mortgage on our property in Maine. We have been totally misled on various matters that is now costing us in real terms. The property consists of an XXXX built 3000 Sq.Ft. home with fenced pasture, small barn, chicken coop, green house, utility sheds, and extensive gardens. The RM was through XXXX XXXX, and is now with XXXX XXXX. In XXXX, due to age-related health problems, it became very difficult for us to maintain the property. We listed it for sale with a prominent broker for {$460000.00}, which was just under an appraisal ( see attached XXXX # XXXX ). For the next three + years with no activity, we incrementally lowered our asking price to {$380000.00}. We had no offers. By XXXX, XXXX, it was obvious that the loan balance would soon exceed the market value, and we were physically unable to maintain the property. We contacted the mortgage company and requested instructions. The middle of XX/XX/XXXX, we received written instructions from XXXX XXXX as to requirements to effect a deed in lieu. We signed and returned that agreement ( See attached, dated XX/XX/XXXX ). We hired a firm to conduct an estate sale of our home furnishings and other personal property. That contract included their agreement to dispose of all unsold personal property and sweep clean the residence. That was accomplished during XX/XX/XXXX XXXX, XXXX, and our cost was {$4000.00}. Note that this is an organic farm and there are numerous items in the barn, chicken coop, utility buildings, green house, and garage shop that are part of the operation and a buyer would expect those items to go with the sale. We excluded those items from the estate sale because we still had the property listed for sale. We felt this was consistent with the deed in lieu agreement, in which we gave Champion Mortgage permission, via their form, to remove and dispose of any personal property, trash, debris remaining on the property. A letter from XXXX XXXX dated XX/XX/XXXX ( see attachment ) stated that they inspected the home and found it to be vacant. It went on to explain that they would be securing and maintaining the property, including changing the locks. In mid XXXX we phoned XXXX and explained that our hazard insurance policy expires on XXXX XXXX , st, and that the property tax is paid through XX/XX/XXXX.. We questioned a requirement that we keep the insurance and tax up, since the 120 day maximum for completing the deed in lieu process had been exceeded. The company agent instructed that we can let the policy lapse and that they will place insurance on the property and pay the tax, and those expenses will be added to the mortgage balance. On XX/XX/XXXX, via phone we were informed that the deed in lieu papers were about ready for our signatures. The call was to get a verbal reconfirmation that we give XXXX XXXX permission to dispose of any personal property that may remain on the property. We verbally agreed to that. On XX/XX/XXXX, we were served with a court summons for foreclosure. We have been verbally informed that the reason for this court action is because there is still personal property on the premises. When we contracted to have the personal property removed, we assumed that the items we excluded would enhance the value of the property, and we gave permission for the mortgage company to dispose of those items as they saw fit. They made a point to reiterate that permission in XXXX. We could have included all items in the estate sale and final clean up in XXXX had we not been misled. Now we live across the Country and would be very hard pressed to take on such a task ( Note. The summons does not offer this as a path out of foreclosure. ). Additionally, we are now being billed by XXXX XXXX for the cost of the hazard insurance. As explained above, we let our policy lapse due to instructions from XXXX. In XXXX when we received the HUD mandatory counseling before initiating the Reverse Mortgage, all terms were very straight forward. My only question was if we had to walk away from the property would that adversely affect our credit? The answer was a definite no. We have recently applied for a mortgage loan, but were turned down. The explanation was that the underwriters stated that our credit will be totally destroyed for the next five years due to the foreclosure action ( our credit score over 800 ). The bottom line is that we have been misled, both in writing and verbally, from the very start of the reverse mortgage. This deception is now set to cost us in real terms.
Company Response: Closed with explanation

Timely Response