NATIONSTAR MORTGAGE

2019-04-10

Austell, GA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: I have sent prior request about a Mortgage reporting inaccurately on my credit report. There are plenty of errors concerning my account and the way this company kept its records. This account was reported by this company as being in a Bankruptcy Status since XX/XX/2011 however was never reported or updated to the Credit bureaus Please explain how and why this account was not reported correctly? I have sent more at least 3 request through the CFPB and they have admitted to this an other accounting errors on my credit report and stated they updated the payments but they have not
Company Response: Closed with explanation

Timely Response

2019-04-10

Mc Farland, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I bought a house XX/XX/XXXX, my mortgage holder was pacific union financial. First payment was due XX/XX/XXXX which I made with bank check on XX/XX/XXXX which they cashed but never put towards my loan, mortgage was sold to XXXX XXXX XXXX beginning of XXXX and that money still has not been transferred over to them towards XXXX payment. MR Cooper apparently owns pacific union and they acknowledged the issue was correct but still nothing has been resolved..They are past their 60 days grace to transfer funds and they have had the money for almost 90 days. Most consumers don't have an extra {$840.00} sitting around unneeded to write off or be without this long, myself included. I have made XXXX and XXXX payments but are still late because of this missing payment.
Company Response: Closed with explanation

Timely Response

2019-04-10

Brisas De Ceiba, PR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am a XXXX veteran whom served in the XXXX XXXX rated at 100 % for XXXX do to mental illness and suffering XXXX XXXX XXXX.My mortgage loan was handled by a mortgage loan servicing company known as SETERUS INC., and it's employees known at the time as Seterus team member, a loan servicing company whom was an affiliate or subsidiary of Nationstar Mortgage Company DBA Mr.Cooper. This company handled my monthly payments installments and applied the escrows for hazard insurance. I was paying a modification plan which was signed and agreed to. On XX/XX/XXXX XXXX XXXX was hit by hurricane Irma a storm that caused many damages to properties on my Island. Not even starting to recover on XX/XX/XXXX another major storm made landfall to XXXX XXXX, hurricane Maria, what hurricane Irma did not finished hurricane Maria did. This storm caused such damages to my property as others as well that it totally destroyed it, not only that, the total infrastructure of the Island was wiped out. My home 's concrete ceiling was completely cracked in such a way that now huge chunks have started to fall, all aluminum awnings bent and the electrical wiring completely short circuited. My home was so dangerous to live in that I had to live in a mini van parked on the garage and make a bit of accomodations to it.I was able to contact SETERUS Inc., on XX/XX/XXXX and explained them my situation. SETERUS Inc., it's employees told me that I should not worry that everything was going to be taken care of because I had an hazard insurance and that I can file a claim with the insurance company they also provided me with a forbearance plan to cover for six [ 6 ] month, so I filed a claim and waited. I noticed that my claim was taking to long so I started calling the loan servicing company. I demanded them to provide me with the insurance company that was covering my property so they started to search for the information and could not find it. I believe there was a time that they asked me to give them some time to make some research on what I asked for and that they were going to communicate with me once they had it. SETERUS Inc., never called me back I was the one insisting all the time and mostly because I wanted to have my home repaired before my family arrived on XXXX XXXX from the XXXX XXXX. On XX/XX/XXXX I was provided an insurance company by the name of XXXX XXXX XXXX XXXX based in XXXX XXXX XXXX and theire phone number. I proceeded to call the company find the status of my claim and it was nowhere to be found. SETERUS Inc., about nine times [ 9 ] had me going back and fourth with this insurance company and even suggested me to be more agressive and tell them why after paying XXXX XXXX dollars [ {$500.00} ] they were denying that I had an hazard insurance with the company, but I did not disrespected them at all, I felt embarrased and was going through shame because I was already bothering the insurance company with my insistments. I asked XXXX XXXX XXXX to provide me with a letter stating I did not have or had any hazard insurance with them so that I can prove my loan servicer that I did not have an hazard insurance with them. XXXX XXXX XXXX e-mailed me a letter with the statement. I provided the information to my loan servicer then they told me that they had made a mistake that my home hazard insurance was covered by XXXX, so they provided me with the phone number. Once again I started to call and the reply was from a company based in XXXX. I explained my situation to the customer service department of the company and they provided me with the XXXX XXXX XXXX based in XXXX XXXX. For my surprise the same situation I went through nothing changed not even my embarrasments and shame I had to go thru. XXXX also e-mailed me a letter were they also state I did not have or had any hazrd insurance with them, not even a forced placed insurance existed on none of the companies provided by SETERUS Inc., I immediately informed the matter to the loan servicing company but they still insisted that my property was insured. Days became weeks and weeks became months since I filed the claim for the hazard insurance and I did not get any results done. I was so fed up with the company that on XX/XX/XXXX I started to pay the forbearance plan ahead of time because I had lost all my trust to this company. SETERUS Inc., offered me {$10000.00} for repairs and any other amount needed that I had to cover it from my own piocket and that I did not have to repay this money to them which I declined to accept because my loan balance was about less than {$41000.00} and the damages were a total of {$85000.00} and that they should of had pay the remaining balance debt in total and give the title of my property back to me. SETERUS Inc., sarcasticly suggested me to apply for FEMA now because they had the capability to give me enough money to rebuild my property. Since SETERUS Inc., maintained that I had an hazard Insurance I had them investigated by XXXX XXXX XXXX on XX/XX/XXXX receiving the conclusion of the investigation that Seterus Inc., failed besides receiving the monthly escrows payment to provide me with an hazard insurance for my property. On XX/XX/XXXX knowingly that my property is a totaled loss I purchased an hazard insurance from XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I was honest and notified them about the completely damaged property and that it was not being done for fraud. I notified the loan servicing company and they wanted to place me a forced place insurance on my property which I declined, they also wanted to have the insurance I paid for placed in escrow which I also declined to it. SETERUS Inc., at the very last moment purchased an hazard insurance for my property from the same insurance company I had purchased mine. When I found out about it I notified the company about it and I was told that SETERUS INC., purchased the insurance informing them that my property was not insured, meaning that they attempted to commit an insurance fraud and I have proof and the evidence. I believe that SETERUS Inc., and theyre employees did this intentionally for enrichment purposes, in the mean time I still was sleeping on my mini van. I got angry, upset and stopped paying the escrow to the loan servicer. From {$220.00} I started to pay them {$210.00} all the way to XX/XX/XXXX, why? because my home was a totaled loss property and it was theire responsability to pay the debt. Because of my actions, SETERUS Inc., started threatening me and harrrassing me with theyre home inspectors. I got very ill, I could not stay much on my property because mentally I was destroyed, my self esteem was not worth a dime my body ached, I started having problems with my legs and suffered XXXX. Once I wandered the street for seven days [ 7 ] in a row without sleep. My family was finally arriving from the XXXX XXXX, I did not have a home for them anymore, I did not know what to do, I started to get confused and in pain. As a temporary home I rented an apartment for my family, once they arrived I placed them in it to ocupy. On XX/XX/XXXX a home property inspector contracted by SETERUS Inc., went to my property three times to inspect. I could not take it any longer, I felt abused, disrespected, deprived from my rights, very ill, mentally and emotionally, suffered financial loses because now to have my family in a safe place I am paying XXXX XXXX and XXXX [ {$750.00} ] in rent since XX/XX/XXXX, and alone. I stopped my payments on XX/XX/XXXX till now and went to ocupy the apartment by XX/XX/XXXX so that I can sleep better and calm the pain of my body and legs. The sixteen months that I endured sleeping in my mini van, caused damage to my legs blood circulation. On XX/XX/XXXX, I went to the local court to file a complaint aganst SETERUS Inc., asking for Injunctions, I mistakenly sent to SETERUS Inc., a copy of my intentions before filing it. Once SETERUS Inc., received it that very same month they sent me a letter notifying me not to send them any money that my loan account was going to be transfered to Nationstar Mortgage LLC now called Mr. Cooper. On XX/XX/XXXX I immediately called this new company or let me say theyre mayor share holder, the company who controlled them, and notified them of the situation that had arised and warned them of possible fraud in the portfolio by having false statements of the account and insurance information. I was told that they have not receivved any loan account yet that I should contact them by the XXXX and that once received they were going to investigare the matter, On XX/XX/XXXX I called Nationstar Mortgage Company llc DBA Mr.Cooper and again explained the whole story and my concern towards the matter. This employee in my surprise told me and offered me to that would it satisfy me to have my debt paid off in total so as to leave my efforts to place the complaint in court. Supposely SETERUS Inc., does not exist anymore but if that's so the former employees of SETERUS Inc., that were known as the seterus team member now refered to by the name of the seterus team and working for Nationstar Mortgage Company LLC/DBA Mr.Cooper and Nationstar Mortgage Company LLC/DBA Mr.Cooper are directly responsible for all the violations commited, wrong doings and my mishaps with SETERUS Inc., because SETERUS Inc., was an affiliate or subsidiary of Nationstar Mortgage Company LLC now called Mr. Cooper, I also have documents that proves to be truth. I can furnish all necesary documents as needed or when needed. This I can not do now because the scanner of the library is not fully functionable but you can let me know,
Company Response: Closed with explanation

Timely Response

2019-04-10

KS

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My escrow account is incorrect. My property taxes are XXXX. Half ( XXXX ) is due XX/XX/XXXX and the other half ( XXXX ) is due XX/XX/XXXX. The mortgage company paid both halves ( XXXX ) in XXXX of XXXX instead of XXXX that was owed at that time. When they did the escrow analysis in XX/XX/XXXX they showed the taxes for the year as XXXX instead of the actual amount of XXXX. This in turn has shown a shortage in the account that they want to increase my payment by XXXX to cover when there is actually no increase. I have tried repeatedly to get this corrected. I first discovered that they paid both halves of taxes in XXXX sometime in XXXX and messaged the escrow department via there website in XXXX of the mistake. Then in XXXX when I found that the escrow analysis was incorrect I spoke with customer service and eventually ended up with XXXX XXXX. She said that she understood my problem and would contact the escrow department to get it corrected. I emailed her documentation that showed the property taxes and when the payments were due. She told me to give her a week and she would call me back and let me know what was going on with it. I did not hear back from her and contacted her by phone ( voicemail ) and also emailed her. I finally heard back from her after 2 weeks and was told that the taxes were not overpaid and the account was correct. Although they were not overpaid half was paid early which I tried to explain to her via email even again attaching documentation of the property taxes from the county and also there escrow analysis. I have not heard back from them and its almost 2 more weeks.
Company Response: Closed with explanation

Timely Response

2019-04-09

Glenarden, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Westland, MI

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Hialeah, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Succasunna, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX of 2019, XXXX, XXXX sold and transferred our mortgage to another mortgage company, now called Mr. Cooper, formerly XXXX, XXXX. There were no late payments on our mortgage with XXXX XXXX XXXX . The transfer took place during the month of XXXX, 2019. And as soon as we received notification from Mr. Cooper, we remitted our mortgage payment for XXXX - this was on or around XX/XX/2019. There are currently no late payments to Mr. Cooper, formerly NationStar. The Seterus mortgage loan was marked as CLOSED, rather than SOLD/TRANSFERRED to the credit reporting agencies, and as a result, my personal XXXXredit score plummeted 40-45 points. To the date of this complaint, XX/XX/2019, the loan is still marked as CLOSED, and both my and my wife 's credit scores have been severely impacted. We have been in discussion with Mr. Cooper to get this situation rectified, but they are relaying confusing and often contradictory information regarding the way this loan is being reported and is going to be reflected on our credit reports and with the credit reporting agencies. While the company Seterus is now " closed '' and is defunct, a representative at Mr. Cooper is telling us this is why our mortgage is being reported as CLOSED. This is factually incorrect, as our mortgage was sold and TRANSFERRED to Mr. Cooper, formerly NationStar. Also, we have recently found out the XXXX XXXX XXXX actually XXXX XXXX XXXX XXXX from XXXX - so there is no reason on earth why our mortgage should ever have been reported as CLOSED, which again, has affected our credit scores.
Company Response: Closed with explanation

Timely Response

2019-04-09

Reynolds, IN

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I contacted the mortgage company MrCooper about removing PMI from my mortgage since we around 50 % equity in the home already. They said the only way to get rid of it is to refinance since the loan originated before XX/XX/2013. Then of course I asked about refinancing and they can not give me an interest rate without pulling my credit report with lowers the credit score because of a inquiry. I do not feel this is fair to pay an extra XXXX dollars a month when I have so much equity.
Company Response: Closed with explanation

Timely Response

2019-04-09

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX we bought our home for XXXX in XXXX, california. We put down XXXX of our own money and the balance of approx 363,000 was the balance to finanace. I believe first it was XXXX XXXX XXXX. But our house was worth XXXX and we put the XXXX down, So we already invested XXXX the day we bought it XX/XX/XXXX. Then houses dropped value and people struggled at their jobs and our homes went down almost to XXXX, and we just stayed because we had our family here and this was our home and didnt matter if we lost value in it, we would stay. Then there were the transfers from XXXX to XXXX, and then XXXX did some things that caused our escrow to be messed up and we no longer needed flood insurance and was able to cancel it. But the following year, XXXX automaticallly added it back on for the amount it was before, and said they received a bill from the flood insurance so they paid it. We argued that anyone could send a bill and want it paid out of our account but that doesnt mean you do it. That was not authorized. Our escrow analysis ended up causing our payment to go up do to the error. Then we were told that we could qualify for the hope modification because we had fallen behind so we did everything that we were supposed to do, and papers were never all complete.This didnt work out and was very stressful and then XXXX merged with XXXX XXXX XXXX. So then XXXX XXXX XXXX was supposed to work with us to get a modification and workout. This was the beginning of the worst experience and we wish we knew what we know now because we should have just paid an attorney to do it. We did not know that any company can lie and tell you that they have everything and to wait to hear and then never hear from them, and when we finally called hope, they said they have been needing docs and these were docs that XXXX XXXX XXXX reps checked and confirmed and were supposed to make sure they received them. The anxiety and stress of being in fear of talking to a rep and hearing them say one thing and just not knowing how to make sure they are not lying and will do what they say was something that has taken a huge toll on us. This went on and they wouldnt accept a payment which further caused us to fall behind and the past due balance and interest was building. I saw on the XXXX XXXX XXXXXXXX website that it said we were approved for the hope mod and at the same time they were reviewing us for their own in house mod which we didnt want and I actually printed that page from the computer on the XXXX XXXX XXXXXXXX website because I knew they would delete it once they realized because they did that anytime something computer generated and was not what they wanted. and that was exactly what they did when we said the website said we were approved and even said congratulations. They said it was an error. and when we went back to check the status for the modification, It was removed. But we begged and waited and waited for a solution and everytime we called XXXX XXXX XXXX, they treated us like we were bothering them, and we werent going to get an answer if we kept contacting them, but at the same time, we would get those form letters saying that we need to contact them if we want to stay in our home and things like, dont wait and the sooner we contact and get a solution started the sooner they can help with available options. ( this was obviously just auto sent and to look like they want to help and we dont want to get help ) Finally after making us get to the most desperate level of waiting, around XX/XX/XXXX/XX/XX/XXXX XXXX XXXX XXXXXXXX had a rep call and offered a modification, and we were told that we had to return the signed modification right away and we had no time to wait to avoid the offer becoming void. The modification was horrible and the many months of interest and fees and payments were all added and then we were to make new payments that would be paying interest on the total balance that was now around 400,000, which meant we were paying interest on interest from the past due payments. This was so unfair and unaffordable and not only were we not getting offered the hope help which would lower our payment, we had to pay more, and we said we did not feel it was a fair offer and we were told that the main reason for the modification they offered is to bring us back to a current status, So we had no choice, even though we didnt have to accept it, we didnt want to lose our home and we had already invested over XXXX plus payments from XX/XX/XXXX, and they knew we would do anything to not lose it. We should have had an attorney do this. So I advise anyone to just pay and use an attorney because so far this has cost us our XXXX down plus another 50 to XXXX because our loan balance started at 363000 and would have been a lot less by now, but instead somehow they have us up to XXXX. We never took out any 2nd mortgage, nor borrowed from our equity and these modifications that were offered by XXXX XXXX XXXX and nationstar were only to gain more interest and higher balance owed and we were deceived. Then another very shady thing happened and we need help in investigating it. On XX/XX/XXXX ( or the day before or after ) but XX/XX/XXXX was when we received a fax from our XXXX XXXX rep., but then we spoke and He said that the payment for our insurance premium wasnt located. When I called the lady who had made the payment at XXXX XXXX XXXXXXXX, she said she sent it and gave the information used to send and our accounts number that it is sent our of ... The rep who also managed that XXXX location said that he found a payment sent to a XXXX in another state and into an unknown name but there was an account. .It was for a large amount of money and I think he said it was around 70,000 to 80,000 but I didnt understand since our account didnt show a payment but he explained that our accounts number that they use to identify or whatever, was used from ours and he advised that we investigate it. He said that is our money.. We never got an answer from the girl and we were told it was probably an error but we were so naive and desperate and now we feel that they moved money or stole money somehow through our mortgage. There is no way to find this out now but I will include the date and the name of the XXXX XXXX company and his name..I believe was XXXX XXXX at XXXX in XXXX XXXX and may have changed companies because I tried to contact him there. Next after such a horrible experience and a higher balance and not getting the hope modification, XXXX XXXX XXXX transferred us to nationstar. Nationstar also prolonged the process and didnt even give us information on how much we needed to pay but we were only owing a balance of around 412,000 to XXXX XXXX XXXX and XXXX XXXX XXXX and the previous past due was not transferred to nationstar. But nationstar finally gave us a modification, and the payment was lower but the catch was they added a lot to our balance that we did not owe them and shouldnt have added .. They gave us a modification for around 343,000 ( which HONESTLY WOULD AND SHOULD HAVE BEEN OUR BALANCE IN XX/XX/XXXX/XX/XX/XXXX because we had only owed a balance of 363,000 after our XXXX down on our home in XX/XX/XXXX, so by XXXX XXXX it would even be less, but we realize there is past due but should never be the amount they gave us which was around 343,000 interest bearing and then they said we would have an additional amount of around XXXX non interest bearing that would be paid when we sell or lose it or whatever so our balance now in XX/XX/XXXX/XX/XX/XXXX was up to almost 480,000. We were given worse options and we now dont even know where our XXXX down has went. But we know now that what they did in XX/XX/XXXX was the worst and we went only a couple months behind and asked to make a payment arrangement on the past due since we were only 2 months behind and they refused and would not allow any payments at all after we asked to break down the past due..They wanted us to be late, which we later didnt know why but now we do. They made us wait and finally after months of begging for a payment plan, in XX/XX/XXXX, suddenly a rep called and offered to allow a payment of our monthly plus additional amount which totaled XXXX and if we paid that 3 months we would be considered to have options to pay back the past due..We felt the XXXX was our 2200 plus additional 600 or so to pay towards the past due each month and then after paying for a few months, we received a packet ... XXXX XXXX STANDARD MODIFICATION saying we can now sign and send back in 10 days and new payment would be XXXX and I called upset and said that was over 600 more a month payment and was not helping and we didnt want this new payment but we wanted to pay our regular payment plus additional which is what we were led to believe and he said you were able to afford the XXXX for the months trial so this was the amount of the new mod. They had went and added the 363,000 plus the non interest bearing of around 133,000 and made our total balance of the interest bearing and non interest bearing into a full balance of almost 480,000 interest bearing and said they kept the interest rate at 4 percent, as if that was fair. So now our payment went up over 600, a month and our balance was almost 500,000. THIS XXXX XXXX STANDARD MODIFICATION WAS DONE AND WE WERENT AWARE THAT THIS MODIFICATION REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT.. NATIONSTAR BROKE THAT DELIBERATELY and it was to get this balance and money from us. They dont care, and then also we did not know but when we agreed to it, we were told that it may be more per month now, but later we could work on a better modification ... THAT WAS A LIE..THEY FAILED TO TELL US THAT XXXX XXXX ONLY ALLOWS 3 MODIFICATIONS FOR THE LIFE OF THE LOAN. and we feel that we were pressured and decieved so we would not be able to do any other modifications since 2 of them were with nationstar. Nationstar and mr cooper denied and denied us any other modifications and even though XXXX XXXX allows an exception for the modifications on loans previously modified 3 or more times, nationstar refused and then after filing default in XX/XX/XXXX, they transferred us to shellpoint, who has also done nothing but only demand a large sum of money up front and 5500 to 6300 a month repayments which we cant afford and then said they tried to help but I told them it was not affordable..XXXX DENIED OUR MODIFICATION REQUEST BECAUSE THEY SAID IN THE DENIAL LETTER THAT THEY REVIEWED US FOR THE STANDARD MODIFICATION BUT OUR NEW PAYMENT WOULD BE HIGHER THAN OUR CURRENT PAYMENT SO THE XXXX XXXX STANDARD MOD REQUIRES THE NEW PAYMENT TO BE EQUAL TO OR LESS THAN THE CURRENT PAYMENT..This is so horrible because the standard modification ended in XX/XX/XXXX and they must have never even fairly reviewed since they reveiewed us for a program that ended 2 years ago..BUT NATIONSTAR BROKE THAT RULE AND REQUIREMENT FOR ELIGIBILITY BECAUSE THEY DID MAKE OUR NEW PAYMENT HIGHER THAN OUR CURRENT PAYMENT IN XX/XX/XXXXWITH THE XXXX XXXX STANDARD MODIFICATION..SO THIS ONE NEEDS TO BE VOIDED AND WE should be given a fair loan balance at least back to a fair amount and a new fair payment plan which we deserve a payment that is fair and not given bad repayments and modifications and unethical practices to get us to agree to unaffordable and unfair payments and we see they keep putting our house up for sale but they dont even have the right to do it and the XX/XX/XXXX modification agreement was not done according to rules that lenders know they cant do to customers. XXXX says XXXX XXXX owns our loan..nationstar says XXXX XXXX owns it , and even XXXX XXXX XXXX who transferred our loan in XX/XX/XXXX tried to even do some tactics with our defaults and claiming our home..They are all using very unethical tactics to take our home and our family is having major stress and we need help ..We are searching for the best attorney to sue and get this off of us and get our home out of the hands of these lenders who use tactics and practices to manipulate and gain and then they only reply with form letters and repeated denials and the explanations that claim they offered and helped us with 3 modifications and attempted to offer repayments but we didnt complete them, which is definitely their tactics to use to make the customer look like we cant pay when we were never given any fair options and all along the lenders allowed months to drag by and not take any payments and no answer just to get us too far behind to afford the new balance that they waited and hope to sell our home and gain.. PLEASE help us just get a fair payment and maybe help return some of our money we have invested of our XXXX down at least.. If not at least just allow us to make a regular affordable payment and be current, and we can now afford a regular payment of 2500 to 3400 per month but we will keep fighting and contact anyone or any news to not allow this home to be taken from our family ... WE LIVE HERE WE OCCUPY..WE ARE ACTIVE IN OUR COMMUNITY..
Company Response: Closed with explanation

Timely Response

2019-04-09

North Kortright, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My husband and I have made several attempts to contact Mr Cooper regarding our now delinquent tax bill, which was due on XX/XX/2019. I will attached my statement from XXXX, which was my previous loan servicer, which shows that they indeed did not pay the tax bill out of our escrow account, and Mr. Cooper now has over {$3500.00} in escrow and should be paying this bill. Their records indicate that XXXX paid the tax bill. It is not paid. I have contacted them on several occasions by telephone and still have received no correspondence or action regarding the the above referenced tax bill. Here are the correspondence as follows : XX/XX/2019 at XXXX Phone Call This was our initial call in which we addressed the tax bill was not paid. We were told that they would be passing the information to the tax department for review, and they were going to contact the county and handle the payment. Then we would receive confirmation of that payment. XX/XX/XXXX Phone Call On the second attempt to contact Mr Cooper, we were told that the information was never sent to the tax department, and that the would now be sending the tax information, that someone would be contacting us regarding the tax bill. We never got any calls or correspondence back, and the tax bill was never paid. Their records indicated that the tax bill was paid by the loan servicer, my attached document is proof the previous loan servicer chase did not pay the tax bill through escrow. I asked for documentation that the information sent to the tax department called a XXXX be send to me. They refused to send this documentation to me. XX/XX/XXXX approx XXXX - Phone Call On my third attempt I asked that this be taken care of, and that the tax bill again would be paid. The person I spoke with one the phone told me she was accelerating the situation and that I should be getting a call back from a supervisor. After 24 hrs, I still have not gotten a call from a supervisor, or any calls back or confirmation that my tax bill has been paid, much less addressed. XX/XX/XXXX : XXXX - Faxed Letter and Tax Bill to Tax Department at XXXX.
Company Response: Closed with explanation

Timely Response

2019-04-09

N Attleboro, MA

Incorrect information on your report

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

Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-04-08

Campton Hills, IL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

Phoenix, AZ

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

Atlanta, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The Mr.Cooper mortgage company ( previously Nationstar Mortgage ) contact number listed on their website is an automated answering service that is never answered by a live person. After numerous attempts to call at different times of the business day the automated line transfers the line to an office that is always closed. The only way I found that you can reach a live person is to call the phone number listed for new home loans or refinancing your current loan and once I tell them I need answers about my existing loan I am again transferred to the dead end automated line. If you are trying to get anything resolved with your existing mortgage besides refinancing or applying for a new loan there is no contact phone number that will get you to a live person.
Company Response: Closed with explanation

Timely Response

2019-04-08

Naples, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage ( loan # XXXX ) was purchased by Mr. Cooper from Seterus. After the first month payment to the new company, they charged my for some kind of insurance product for over {$1100.00} without any explanation. I have tried several times to call them but it is impossible to get someone on the other end. Also tried to message them from the online service, within my account, to no avail. It seems that this is a tactic they use to charge money to new customers without any way of contacting them to fix it. It seems to be a sham business practice. I need this insurance money to be taken off my account.
Company Response: Closed with explanation

Timely Response

2019-04-08

Rancho California, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

Tampa, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-06

Bridgeport, CT

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-06

Saint Petersburg, FL

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-06

San Antonio, TX

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-04-05

Vistas De Guaynabo, PR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

Vistas De Guaynabo, PR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

S Salt Lake, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

Compton, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response