NATIONSTAR MORTGAGE

2019-04-16

Lompoc, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-16

Berkeley Lake, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-16

Gloucester City, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX I applied for a forbearance with mr. Cooper. I was informed which documents were required. At the time of my application I was on short term XXXX due to a medical condition. My income from the XXXX was significantly less than my salary. All necessary documentation was provided and the evaluation was not completed. As a result I was instructed to resubmit my application because the documentation had expired. XX/XX/XXXX I resubmitted my documentation at this time my short-term XXXX had ended and I was laid off from my employer. Mr. Cooper instructed that I provide evidence income received prior to the short-term XXXX. After stating that I was no longer employed and did not have access to the electronic pay stubs I was instructed in XXXX to provide evidence via bank statements and direct deposits received from my previous employer. I provided the bank statements as instructed, in XX/XX/XXXX. On two occasions during the month of XXXX to representatives from Mr. Cooper informed me that I had a complete package which is pending underwriter review. During the one phone call on approximately XX/XX/XXXX the representative stated that I had a complete package he saw all of the documentation and agreed that the bank statements reflecting the income was sufficient and for me to IGNORE any future request to validate my income as well as ignore the status on the mr. Cooper portal instructing me to submit additional documentation. As I am waiting for my package to be evaluated I was contacted and told that the prior agents provided me with incorrect information and that I needed to contact my employer and obtain pay stubs. My complaint is that I have been attempting to obtain a forbearance since XX/XX/XXXX it is now XX/XX/XXXX and I believe that I am being withheld from obtaining a 6-month forbearance which is a program offered by FHA and furthermore my credit is being significantly impacted by reflecting a delinquent status versus a status of being on a government program. I am asking that copy of conversations be retrieved as I am trying my best to save my home but I'm not getting the proper cooperation from mr. Cooper.
Company Response: Closed with explanation

Timely Response

2019-04-16

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019, I notified my mortgage servicer, Mr. Cooper ( formerly Nationstar ) that there was a very large overage in my escrow account that was missed by the prior servicer and that I wanted it back. The prior servicer also did not transfer over my HOI info correctly either, so I just requested to cancel escrows since I had put down 25 % and was entitled to waive them at the time of closing. They denied my request under the reason that my account was less than 2 years old. So I said fine, fix my escrow issue then. They opened a case to do an out of cycle escrow analysis that day ( XXXX ). It is now 49 business days later and I have heard nothing. They are now in violation of the Real Estate Settlement Procedures Act.
Company Response: Closed with explanation

Timely Response

2019-04-16

WI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Both of my parents XXXX in 2017. They are the mortgage holders on the property at XXXX XXXX XXXX XXXX, WI XXXX. Mr. Cooper is the mortgage holder on my dads property. I have sent in the necessary documents and mads many attempts to talk to a supervisor n the account. They keep saying that didn't get my email when it shows that it was received. They keep sending my payments back to me. Mr. Cooper has started the foreclosure process on the house. I keep getting different answers from different representatives. I am currently in probate court. There is no state law or statue that states you have to a become " successor of interest '' through the court system. Mr. Cooper is requesting court documents that show I am the successor of interest.
Company Response: Closed with explanation

Timely Response

2019-04-16

North Hollywood, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We are doing a short sale and the Mr. Cooper Mortgage says they have canceled the foreclosure sale until after the short sale. They did an appraisal and it came to {$720000.00}. The appraisal company did not take into consideration the {$170000.00}, repair estimate to remove the leaking Septic Tank and other repairs. We received an offer for {$700000.00}, They refused to accept it, but says they will try to sell it for more at an auction, but if offer from the auction is not more than this buyer 's offer, they will revert back to this buyer who is already in escrow for months. The highest price at the auction was {$660000.00}, and I am asking them to revert back to the buyer that has a higher offer of {$700000.00}, but they say they would rather foreclose and I have never seen such unfair policy and decision before. I want them to give the buyer with a higher offer to close.
Company Response: Closed with explanation

Timely Response

2019-04-15

Oceanside, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-15

Caldwell, ID

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-15

Cartersville, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home mortgage was with a bank named Nationstar a year later I find out that the name Mr Cooper will be taking over that old company and will for now be handling my account. My payments are set up to be automatically drafted from my checking account. Starting in XX/XX/2018, this company starting taking triple the amount of my SET rate out of my bank account. I went to the bank stopped the automated drafts. I called the company and told them for now on I will send you my payments. From then on I have. I have not missed a payment, never been late. I have full proof. My complaint is on this company for continuous bullying and harassment. I hired a attorney and he sent them a letter saying to no longer contact or mail me anything. So with that being said my most recent problem is I received a letter from the mortgage company saying Im 4 months behind in my payments. I told my attorney and he recommended contacting you because he could not do anything w/o taking them to court. I have plenty of proof of me making my payments and sending them on time. Please help me, im In desperate need of help.
Company Response: Closed with explanation

Timely Response

2019-04-15

Discovery Bay, CA

Closing on a mortgage

Mortgage: Reverse mortgage

Complaint: XXXX XXXX does not follow their published payoff terms and dates After vtrying to notify them of my fathers death they asked for a copy of trust agreement showing me a the trustee which I mailed on the day they gave me the information they requested however three days later I receive a letter stating that I had 8 days to respond to this letter which said they did an inspection and need me to prove intent to sell and that I was maintaining the property when they had already received that info and if not rectified they would change locks and proceed with charging me fees. after looking this company up on line they have numerous complaints about the same unethical practices.This has been going on for years and no action has been taken by any government agencies. these other people lost homes due to the misrepresentation of this company I feel like no one cares as this company basically steals the people money
Company Response: Closed with explanation

Timely Response

2019-04-15

Greenville, SC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-15

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Good morning, I have been intending to write this email for a long time, I just have not had the mind to concentrate on how to present my question in a logical manner. My case number is XXXX, and although I requested a dismissal on my chapter XXXX, the dismissal of the chapter XXXXXXXX is not why I am writing about today. I am very confused about the Foreclosure that took place on my property at XXXX XXXX XXXX. My Attorney created a motion to sell at my request because a buyer was attained by my Realtor. The below bullet points is the back-story to my inquiries. Please note I have every document to support any and all of my claims if needed. On Tuesday, XX/XX/XXXX the motion to sell was " Filed & Entered. '' On Friday, XX/XX/XXXX I was notified by my tenant at XXXX PST, that the property is being for auctioned on Monday XX/XX/XXXX at XXXX? I was never formally served by the Trustee. ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California ) Because the XXXX XXXX XXXX, Mr. Cooper is located in Texas, their offices were already closed on Friday. Giving me only a couple of hours Monday to stop the auction. Monday Morning XX/XX/XXXX the My Realtors buyer was set to fund {>= $1,000,000} and record on XX/XX/XXXX. None of us were able to stop the sell to everyone 's disappointment. BTW - I met with the new owner and assisted him with the 4-Plex issues he encountered. I guess I have good sportsmanship. Here are my questions and I am hoping your office can offer some clarification because I think in my opinion there has been some kind mis-justice that happened. First of all, I would have never ever released the property for Foreclosure. Thats why it was in Chapter XXXX, to protect it from the bank. I did finally release the property to Sell-it to a Qualified buyer. What motive did the Trustee have to Foreclose when " they '' were " Set '' to be paid in full, from payoff statement? There was no need for them to Foreclose because " ALL parties " including themselves were going to get paid. I don't understand how the Trustee ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was able to Auction My Property when I had a Judge sign the Motion to sell it for {>= $1,000,000}. And the LBR XXXX ( p ) has specific dollars of who is to receive what monies from the Sale. The Trustee went against the court order the Judge signed ...? Right ...? Also, I was never " Served '' foreclosure documents and Mr. Cooper knew my work address? ( No, excuse ) The property sold at XXXX court house on XX/XX/XXXX at XXXX for {$950000.00}. That is {$110000.00} less then what the buyer was willing to pay. I have a 10+ page email string that shows the buyer, the agent for the buyer, the escrow, the title company, my RE agent assistant, my RE agent and myself, trying to stop and execution of the Property auction. After the 2.5 months hard work we all did, all of us lost on that day. Because I feel the Trustee was greedy. **Something does not " ring '' right to me. >>>Why would the XXXXXXXX XXXX/ Mr.Cooper foreclose on the Property if they were in the secured first position to receive money from the Sale. They were going to be all paid off. There was no reason for them to foreclose when they were going to get Paid Off. This is crazy that they would foreclose. So. did the Trustees Attorney create this work revenue for themselves so that they could sell their services as foreclosure work? Was this the motive that drove them to do this? Many times I ask myself What was the point of the Chapter XXXX Protection and the Judges motion to Ok the Sale not a foreclosure. The small profit of {$14000.00} that I was going to get for working this very difficult, XXXX XXXX, property was to be able to buy a small XXXX for my daughter and I. More than just what I dreamed I could finally do was that all the Time, Energy & Effort that was squished by somebodys greed to flex their muscle. Sorry, this is how I feel until someone can Clearly explain why the Trustee was allowed to Foreclose? The effect of this happening was a big ripple. The 2nd Mortgage did not get paid in full and is now coming after me for the difference? ( I dont have it. ) All of non-secured debtors could not be paid, so I had to dismiss the chapter XXXX case. Basically No one got paid because the Trustee sold the property at {$110000.00} less than the buyer was going to pay. Lastly, Mr. CooperXXXX XXXX & Trustee knew we had a buyer because they assisted with the Court Payoff Statement. Could my attorney have done more? She claims she was not notified of the Foreclosure? If I am out of line with my questions I apologize. Its just that I am passionate about what happened and I did not see any logic from it, which leads me to believe that there was something corrupt. The reason I ask your Office is that your office released the property for Sale. Does this happen all of the time? Or just to me. Now you can see why I had a hard time writing this letter because it is not about {$14000.00} its about the LOSS all of us took, I think. Not sure.over a greedy Lender/Trustee. I am available by phone to speak of give you any kind of documents you request. Thank You cms
Company Response: Closed with explanation

Timely Response

2019-04-15

Washington, DC

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-15

IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mr. Cooper is my mortgage company. I have contacted them numerous times, including twice on XXXX. The company has refused to pay the taxes out of my escrow for my second piece of property and the penalty acquired on both pieces due to their lack of accepting responsibility when acquiring my loan from the previous company. I had to pay due to the threat of garnishment due to my being a XXXX employee. XXXX XXXX has repeatedly ignored my request for the second piece to be paid, never even acknowledging the property in previous complaints. I can not believe the audacity of this company to think that it is ok allow penalties to occur and then dump the fee on the consumer. I would not recommend this company to anyone and will pursue whatever means necessary to make sure this company does not do this to another individual. I have had to pay the taxes/penalties, lost time at work, spend numerous hours on phone and have multiple emails to document the attempts to resolve this situation. I believe they are stealing from consumers due to their admitting that it happens all the time and it needs to stop.
Company Response: Closed with explanation

Timely Response

2019-04-15

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I contacted Mr Cooper/Nationstar on XX/XX/2019 notifying them I had received a statement on XX/XX/2019 that I had an escrow shortage of {$430.00}. I paid the escrow shortage in the amount of {$430.00} on XX/XX/2019. My payment was supposed to go down from {$1200.00} to {$1100.00}. There was and has not been any change in my payment even though I paid the shortage. I have contacted them 2 times telling them specifically what the issue was. One time was on XX/XX/2019 and I received an email that I would be contacted in 3-5 business days. After not hearing anything from them and no change for a few weeks I contacted them again on XX/XX/2019 and received and email that I would be contacted in 5 business. To date I have not gotten any response and I continue to be overcharged on my escrow. Ive paid the shortage and they are still charging me the pro rated increased payment even though I have notified them 2 times and provided there own escrow statement to them with the figures and details to support it. They are flat out refusing to adjust it or even acknowledge or contact me. Im simply being ignored and dismissed while they continue to take money from me incorrectly.
Company Response: Closed with explanation

Timely Response

2019-04-14

Sacramento, CA

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-14

Bothwell, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was transferred from XXXX XXXX Mortgage to Mr. Cooper automatically ( I had no say in the matter ) on XX/XX/2018. I have never had a problem with XXXX and all my payments were always paid on time and in full. I was informed that this transfer would be like when you first obtain a mortgage and that the first payment ( to Mr. Cooper ) would be due 60 days from the transfer date ( XX/XX/2018 ). A week before the payment due date I set up my new online account with Mr. Cooper and noticed the account said I had a past due balance. I called in for an explanation and Mr. Cooper told me that I had been previously misinformed and they expected no gap in payment on the same day the loan had been transferred to them. I felt frustrated with the situation and lied to about the transfer and due date but asked Mr. Cooper if I could correct the situation by bringing my balance current and without any late payments or penalties reflected onmy credit report by paying for the first 60 days as well as the upcoming month ( XX/XX/2018 ). Mr. Cooper agreed to this compromise and told me to pay this total balance ( just under {$3000.00} XXXX by the end of XX/XX/2018. Mid XXXX I called in to pay the full balance agreed upon and the representative informed me that I had been selected to refinance my loan from a 30 year term to a 40 year term and that I need not pay the full balance today because they would just calculate that into my new 40 year term. I asked for clarification and explanation as to why this was being offered. The representative said that is was an offer only granted to customers with a good payment history and credit ( I had both ). I asked whether their would be anything negative on my credit report for the previous 60 day misunderstand or anything negative for having a 40 year mortgage term. The representative assured me that nothing at all would be reported on my credit report and that this was a positive thing to do. The representative said I would receive paperwork regarding it and in the mean time my account reflected paid and current and they would expect my first payment to Mr. Cooper due on XX/XX/2018. Weeks later when I received the paperwork it was not at all how the representative had presented it to me on the phone and was not a deal I wanted to be apart of. I did not sign any of it. On XX/XX/2018 I called in to make a payment however and was told that the full balance due was {$300.00} less that my monthly payment had previously been. I questioned it and was told that I had automatically been enrolled in the program even though I had not signed any of the paperwork. Worried, I then had my credit report pulled and found that it showed that I was seriously delinquent and that damage had been done by being in this new mortgage program even though I had not authorized it. I called in to Mr. Cooper several times in the months following asking for this to be changed as I never signed for it and asking for it to be removed from my credit report, They refused to change anything on my mortgage payment plan or status but insisted that they had never reported anything on my credit report even when I had the report in hand. Mr. Cooper illegally scams customers and makes changes to mortgages without authorization.
Company Response: Closed with explanation

Timely Response

2019-04-13

Stevenson, MD

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: NationStar/ Mr. Cooper account # XXXX is intentionally applying my extra payments incorrectly. The extra money should be credited towards the principal of my loan. I pay additional money towards my principal every month. However, they are applying part of the extra money t towards lenders paid expense fee when I have not late payments on my statements, no escrow, or any additional fees. I have not signed any a contract agreeing to a lenders expense fee. It is not clear to me what this fee is and Mr. Copper is not able to give me a reasonable explanation. I would like Mr. Cooper to provide supporting documentation for these expenses and fees and showing why this money isn't being credited towards my principal balance. I would like documentation from the initial date of my loan that supports why these fees are being charged and a contract with my signature. I would like all these fees removed from my account and credited towards the principal balance of my loan. I have attached some recent statements that do show I owe any additional fees.
Company Response: Closed with explanation

Timely Response

2019-04-13

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-13

Lowell, AR

Improper use of your report

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

Reporting company used your report improperly
Complaint: I NEED XXXX TO FURNISH THE HISTORY AND ALL TRADELINES ASSOCIATED WITH MY MORTGAGE FROM START TO FINISH. ALSO, MORTGAGE WAS LISTED IN OUR CHAPTER XXXX BANKRUPTCY XXXX, DISCHARGED ON XX/XX/2018. THE MORTGAGE WAS LISTED AS A DEBTORS CLAIM FOR THIRD PARTY AT $ XXXX.IN ADVERSARY PROCEEDINGS AGAINST ALL TRADELINES, ESPECIALLY, XXXX AND ALL INVALIDATED DEBTORS/CREDITORS.
Company Response: Closed with explanation

Timely Response

2019-04-12

San Francisco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-12

Lenexa, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-12

Belle Isle, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-04-12

Palmerton, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-12

Belleville, MI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: This issue began in the fall of XX/XX/XXXX. My brother and I retained an attorney to draft Trust, Will, and Power of Attorney documents. At this time, the attorney could not find proof of who held the mortgage to my brother 's home. All searches pointed to no mortgage being on this particular address. My brother and I then had a new title search done. Again, no mortgage showed up! We then met with another attorney who ran a search through XXXX XXXX. Again, no mortgage showed up. I contacted Mr. Cooper/Nationstar, the company we are making a mortgage payment to each month. They explained that they had taken over this mortgage XX/XX/XXXX from XXXX. I contacted XXXX and have documentation that the mortgage payments were up to date before the change occurred. Now, we are trying to get proof from Mr. Cooper that they hold the mortgage. We would like to possibly refiance the home, but we can not get proof of the mortgage holder. I contacted XXXX XXXX last week, and they could not find any mortgage. I then contacted Mr. Cooper again, who stated that they would have their special department from this area email me the information requested. It never happened! Last week I spoke with XXXX XXXX from Mr. Cooper, who again requested the information because she could NOT find the mortgage holding in their system. I was instead sent the information that showed up on our title search! XXXX XXXX can be reached at XXXX to explain that no documents are appearing under Mr. Cooper to show they hold the mortgage. At this time, we are unable to refiance and get away from this company. We also feel we should hold future payments until we are sure as to what is happening. We would appreciate any help or advice you could give at this time.
Company Response: Closed with explanation

Timely Response