NATIONSTAR MORTGAGE

2019-03-28

Bedford, TX

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-03-28

Morada, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Baltimore, MD

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Compton, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Williamston, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Nyc, NY

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/2019, Seterus transferred my mortgage account to another lender. It reported to credit agencies that the account was closed. Seterus did not indicate that it closed the account because its OWN DECISION. And Seterus did not report that account was in good standing which it was.
Company Response: Closed with explanation

Timely Response

2019-03-27

Santa Rsa Bch, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX Hello, My home located in XXXX XXXX, Florida was damaged when Hurricane Michael came ashore nearby XX/XX/XXXX. I immediately contacted my insurance company XXXX XXXX, the following day to begin the rebuilding process. I also contacted my mortgage company ; Mr. Cooper Loans within the following 3 business days. I have struggled with the rebuilding process and unfortunately the actions now taken by Mr. Cooper Mortgage has brought the repairs to a complete halt and my need for your assistance is at an emergency status. XXXX XXXX has issued the following payments that I immediately sent to Mr. Cooper for processing ( dates included ) ; XXXX {$35000.00} Mr. Cooper endorsed and released for repairs. XXXX {$8700.00} Mr. Cooper endorsed and released for repairs. XXXX {$55000.00} Mr. Cooper still is withholding. XXXX {$5400.00} Mr. Cooper still is withholding. XXXX {$4000.00} Mr. Cooper still is withholding. To date I have had AND supplied Mr. Cooper with the documentation ( receipts, invoices, inspection approval, etc. ) showing that I have had the following repairs completed and paid for. {$15000.00} Roof Replacement {$2000.00} Electrical Repair {$4500.00} Installment on Drywall and Insulation Replacement {$3500.00} Pool Repair {$5500.00} Fence Replacement {$15000.00} Cabinetry {$47000.00} Total from above ( Repairs completed and Paid ) - XXXX Endorsed and Released by Mr. Cooper -- -- -- -- -- -- -- -- - {$3300.00} Out of Pocket left awaiting reimbursement Beyond the above issue of being out of pocket {$3300.00} and the documents to prove this. The reason the last two checks ( {$5400.00} and {$4000.00} ) were separate from the check sent on the same day for {$55000.00} was because XXXX XXXX specifically documented on the check stubs and other supporting documentation that they were for reimbursement to me for certain repairs ( listed in detail on each one ) AND specifically to purchase a portable building that the insurance company had significantly underpaid me previously for. The purchase of this portable building, I have not had the funds to complete until Mr. Cooper releases funds however they have the invoice and instructions from XXXX XXXX for the funds received. Now to their reasoning for not releasing funds : they have had so many and over 6 week- I will list and explain the reasons and my responses as I have tried so many times to resolve this with them. 1. Their first issue was that an inspection needed to be completed to show that at least 50 % of the repairs had been completed. I welcomed that opportunity and immediately made myself available and the inspector approved repairs and even went beyond 50 % complete to 70 % complete. The inspection was completed on XX/XX/XXXX and approved on XX/XX/XXXX. 2. Then, although my General Contractor for all inside home repairs, roofing, and siding was to be XXXX XXXX XXXX XXXX XXXX ; my Contractor is and has always been XXXX XXXX for Pool Repairs- this ALSO is listed on the Insurance Adjusters worksheet as well ; and as for Screen Room, Awning, Patio, and Fence was listed as XXXX XXXX on the Insurance Adjusters worksheet very clearly. All 3 contractors license and information were sent in with the paperwork as received. Unfortunately, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX due to a discrepancy in billing and dissatisfaction with repair being done and the owners frustration in delay of payment from Mr. Cooper decided to terminate the contract. Mr. Cooper decided that although XXXX XXXX was only 1 of 3 contractors listed- they would STOP ALL funds from moving forward as opposed to just XXXX XXXX. Despite consistent calling and getting different information from Mr. Coopers Loss Claim department, I stayed on track while sending in the necessary documents they asked for- I also began getting estimates from sub-contractors to complete the remaining repairs. Each time I sent in something they requested ( ex. Letter from XXXX XXXX stating acknowledgment of termination ) I was told this was all they needed, that was all that was holding the funds up and progress from being made. However, the next phone call it was something else. 3. Last Thursday, XX/XX/XXXX I was able to upload the SIGNED final invoice from XXXX XXXX and was told by a Mr. Cooper representative XXXX that she was sending my current estimates through for approval and I explained the importance because this delay was causing an approaching time that the contractors were needing funds and I could not keep paying out of pocket PLUS my current living arrangements would be ending XX/XX/XXXX. She assured me that this would be a 7- day process and that the funds would be overnighted once approved. She stated that they could only process 2 estimates/invoices at a time ( which I could not understand yet I had no choice at the time other than to accept what they say ) and she was going to send through the XXXX XXXX Invoice and 1 of my reimbursement requests. My plan was that if this was indeed the case I would just pay upfront my next repair with the reimbursement funds when they arrived to prevent stopping the repairs on the home. 4. Then yesterday, Tuesday XX/XX/XXXX ; I called Mr. Cooper Loss Claim department to get the status of last weeks request and was told first by a representative then later by a manager XXXX that last weeks disbursement was denied because they had ANOTHER document that they needed me to sign regarding the termination of XXXX XXXX XXXX XXXX XXXX contract. This was never brought up before nor had I been contacted of this hold up. XXXX informed me that if I allowed her to fax it to mesigned it -- - and faxed it immediately back to her- that this was the only thing holding the claim up. Of course, I did so immediately, then ... 5. Later yesterday afternoon ( XX/XX/XXXX ) ; I called and spoke with XXXX to discuss that as I explained to her earlier I CAN NOT keep paying out of pocket, meeting with contractors, getting on their schedule, watching my house rot as portions are not covered because they will not release funds for vinyl siding, and now that I can no longer trust that they WILL EVER reimburse me this is a very scary circumstance they are forcing upon me ; I am now going to be forced to cancel contractors that I have worked so hard to get scheduled and then defiantly will run out of time on my living arrangement covered and provided by XXXX XXXX. She then explained that she COULD possibly get the approval in real time which I came to understand as while I was on hold so she tried and then was told by someone in that department that they would need to re-look at the account. With that said, I knew then I had done all I could, and I am going to be forced to cancel repairs. 6. I called again this morning and was told the same thing that it could take up to 7 days and even then, they would only process one estimate at a time. 7. She also this morning went on to say that even if they did approve ONE of my needed upcoming repairs that at that point I would need an inspection to prove 75 % of the repairs were complete. I explained to her and she confirmed that the inspector approved it at 70 % and they have not released ANY funds since that inspection and she still insisted on a 75 % inspection so I ended the call explaining how I was being forced to cancel repairs and I could no longer pay out the funds and that I would welcome the inspector because even though they had not paid out any funds ; I had paid for the front door replacement and the kitchen cabinets installation would be completed next week. If, the inspector follows his same guidelines then I know I will have increased by more than 5 %. This is a very unfortunate circumstance because the home is close to being livable again and I am single, XXXX mom so I am asking for any assistance your agency can provide. I am current on my mortgage payments however I have in the past fell behind due to a four year long divorce and an ex husband that currently is over {$10000.00} behind on child support. I feel that I have done everything possible to resolve this and am truly being forced to soon be homeless. I also must mention that I have incurred the cost of the deductible through Personal Property Damage and the Mold policy deductible and both of these costs are not involved in the above amounts. These amounts are strictly related to funds made payable to Mr. Cooper. Lastly, Mr. Cooper had first informed me that they would endorse and release funds to {$50000.00} yet- and because of this and as you see the endorsements stopped at {$43000.00} ; they sent a check on XX/XX/XXXX with my former spouse listed as a payee. This is WELL documented and even admittedly so a mistake on Mr. Coopers Loss Claim Departments part ( I have a letter showing that my former spouse is NOT to be a payee under any circumstances, this letter is from Mr. Cooper Mortgage and stems from my divorce documents ). When I called, and they acknowledged their mistake, they stopped payment ( date : XX/XX/XXXX ) however they did not and will not replace that payment or amount as one processed. I am at a complete loss of how to move forward. I thank you for any assistance you can provide. Respectfully,
Company Response: Closed with explanation

Timely Response

2019-03-27

Mountain View, OK

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX had on two separate occasions submitted a loan modification to my mortgage servicer XXXX XXXX XXXX. In XX/XX/ 2019, after clearing waiting for an answer from the previous modification package, I was told that title did not clear due to a lien against my property. I had to do my own research to find out that my divorce attorney never filed a release on his file after being paid in full. I then resubmitted a totally new application, and while it was in final underwriting review, the loan servicing rights were transferred to Mr. Cooper, formerly XXXX XXXX XXXX XXXX. While I was going through my divorce, my house went into foreclosure. I am not financially able to afford a restructured mortgage payment, yet Loan Depot violated every right I maintain under the Fair Debt Collection Practices Act. I have requested a clean mortgage assistance package to be either mailed to me or by email to resubmit a new modification package, and even asked the attorneys for the mortgage servicer to help me obtain this modification application. I need my rights protected and request a mortgage assistance application to be emailed to me immediately.
Company Response: Closed with explanation

Timely Response

2019-03-27

Euclid, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My husband died in XXXX. At that time I lost over 60 % of my household 's income. By the end of two years, I could no longer afford to make the mortgage payment and pay the property taxes both. I stopped paying the property taxes a over year ago and six months later, I stopped paying the mortgage payments when I couldn't afford the needed repairs on the house and I had to save money to move into affordable housing. I contacted Nationstar Mortgage AKA Mr. Cooper over five months ago on XX/XX/XXXX in order to begin a short sale of my home because it is worth less than the {$130000.00} plus owed. I was told by a representative in Mr. Cooper 's Short Sale Department, on a recorded line, that if I considered a Deed in Lieu that Mr. Cooper would reimburse me up to {$10000.00} for moving expenses. Following Mr. Cooper 's suggestion, I requested the paperwork to initiate the Deed in Lieu instead of the Short Sale for which I had multiple interested buyers. Fast forward to around or about XX/XX/XXXX ... I contacted Mr. Cooper to ask what was going on with my request since I had not heard anything in 30 days. I was told that the account had been assigned to someone in the Deed in Lieu Unit and I was transferred to him. The assigned representative of the Deed in Lieu informed me that a title search had been completed and it reported that the IRS had a tax lien on the property since XX/XX/XXXX. I asked the representative how long had he had that information and I asked why hadn't he contacted me. He responded, he had had a death in his family. I said, okay and advised the agent that I paid the taxes in question in XX/XX/XXXX and that there should not be a lien on the property. I advised him that I would resolve the issue and report back to him when the lien was released. Reaching someone in the IRS ' Lien Processing Unit was no easy task ; virtually impossible. I called and held online for hours upon hours, everyday, only for my call to be internally disconnected once the Unit closed. I finally got someone on the phone two or three days before the Gov't Shutdown on XX/XX/XXXX, who told me that I needed to contact the department who request the lien attachment and advise them of the problem. I finally reached the supervisor of the orginator of the lien request four hours before the Gov't actually shutdown. She researched the problem, completed the paperwork to release the lien and allegedly forwarded the Release request to the Lien Processing Unit. I asked her to expedite the request and I assumed the Release was sent to my local county before the IRS left on that day for weeks for the Gov't Shutdown. I updated Mr. Cooper ( the assigned representative ) via email at every turn. I moved out of the property on that weekend before XXXX and I have maintained utlities and insurance for both my house which is still in my name, and my new place. I continued to keep the utilities on at the house because of all of the break ins in the area and I wanted to give the illusion that someone was residing there. I turned off the gas and allowed the homeowner 's insurance to lapse in XX/XX/XXXX. I will receive a water bill in my county as long as the property is in my name and I still have the electricity on, so that I can keep the exterior lights on at night in order to deter burglars from vandalizing the vacant property. The IRS lien was released a month ago on today, XX/XX/XXXX. I called Mr. Cooper and could not reach anyone. Therefore, I emailed the assigned representative proof that the lien was released and I asked him to advise me if we could move on in the Deed in Lieu process. He never responded, so I emailed him a week later and still no response. I even asked him if he were no longer assigned to my account to please advise me so that I could contact the correct person. I called Mr. Cooper frantically all week during the week of XX/XX/XXXX and only a greeting would answer the call stating that Mr. Cooper was experiencing a high volume of calls and to try my call later. I received that message from XX/XX/XXXX through XX/XX/XXXX. I emailed the representative a third time on XX/XX/XXXX and attached proof of the Lien Release and my Moving Expense Sheet totalling {$7200.00} ( significantly less than the {$10000.00} limit that I was told that Mr. Cooper would pay up to in the process ). He finally answered the email, only to say that he submitted the file for approval and that he would contact me before the week 's end. On Thursday afternoon at XXXX EST, I called the representative when I hadn't heard from him as promised. He answered and told me that he had only been approved to disburse {$5000.00} of my {$7200.00} moving expenses. He told me he had to send out paperwork to me to sign and return. I asked would he send the perwork out on that day via overnight service. He stated yes and he advised me that Mr. Cooper had recently absorbed 3000 new mortgage accounts and all staff had been instructed to answer incoming calls because of the increased number of calls. I asked to speak with his supervisor because I couldn't believe that they would negate existing Deed in Lieu processes to address new concerns. But his supervisor corroborated his story down to every detail, he even stated that Mr. Cooper does not any longer pay up to {$10000.00} for moving expense reimbursements and he asked me if I had moved out of the house. I told him yes but that I had a few items in the garage that I would retrieve when I met with the agent to hand over the keys and transfer over physically ownership of the property. The supervisor stated, oh you do not have to bother with turning over the keys and I advised him that I wanted to and that was the Plan of Action that the assigned representative and I had since I first contacted him in XX/XX/XXXX. In closing, an agent did not contact as the representative advised in order to receive the keys and to conduct a walk through of the property. This is standard Deed in Lieu procedures, across the board with mortgage companies but Mr. Cooper did not follow that standard. Unbeknownst to me, the assigned representative and his supervisor sent a Preservation Company to a property still in my name and had the locks changed, whereby locking me out. The City 's trash cans are in the garage and I can not retrieve them so that the Waste Department can pick them up on tomorrow. I feel violated and the representative nor his supervisor bother to respond to my email on Monday, XX/XX/XXXX about the locks being changed or that I still had not received the paperwork as promised. I just received the paperwork on yesterday, XX/XX/XXXX and I called someone on the Executive team at Mr. Cooper on today. She emailed all the involved staff in my complaint by I still did not receive a call from anyone. I would like for this complaint to be forwarded to the CEO of Mr. Cooper and I expect to regain entry into my house on tomorrow, and I expect to be financially compensated fully as promised the {$7200.00}
Company Response: Closed with explanation

Timely Response

2019-03-27

Clermont, FL

Problem with a credit reporting company's investigation into an existing problem

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

Investigation took more than 30 days
Complaint: My wife and I were discharged from our chapter XXXX bankruptcy which included a reaffirmation agreement for our home mortgage in XX/XX/XXXX. We noticed that in XX/XX/XXXX, our mortgage company Mr. Cooper stopped reporting our payments to all 3 credit bureaus so we questioned our Bankruptcy Lawyer, and their status was changed to " discharged in chapter XXXX bankruptcy '' even though it wasn't. They told us that yes, our bankruptcy was XXXX in XX/XX/XXXX but our Trustee was still dispersing our tax money to creditors at that time so our file was still open but he had just finished so it was closing and Mr. Cooper would need to begin reporting and backdate. Well by XX/XX/XXXX, Mr. Cooper still wasnt reporting and I had already filed disputes with the credit bureaus about it on XX/XX/XXXX and given case number XXXX with XXXX and XXXX with XXXX ( XX/XX/XXXX. ) On XX/XX/XXXX, they came back saying it was accurate information being supplied by Mr. Cooper ( Mr. Cooper was reporting that my account was reporting our account as closed and discharged in chapter XXXX. ) I disputed a second time and attached a copy of our reaffirmation agreement explaining that it was NOT included in the bankruptcy and that it needed to be updated as open and current. XXXX promptly deleted the entire account from my credit report. XXXX eventually updated the status to reflect our account as open and current, but doesn't show any payments made in XX/XX/XXXX. I emailed Mr. Cooper on XX/XX/XXXX with a copy of our reaffirmation agreement demanding they update our credit reports to reflect open and current as it has almost been a year and they are in violation of the Fair Credit Reporting Act. On XX/XX/XXXX, I spoke to XXXX from Mr. Cooper who assured me it would be fixed within a week and to call back on that following Friday ( XX/XX/XXXX. ) She marked our file Urgent. On XX/XX/XXXX we received online communication from Mr. Cooper thanking us for the phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. Seriously? They just bought themselves even more time??? I called back a week later and spoke to XXXX, who told me marking it urgent meant nothing and that they would get to it when they get to it. He also told me they were still working on it and it could take up to the month starting from the XX/XX/XXXX when I called initially. No mention of the XX/XX/XXXX when I emailed. Not cool Mr. Cooper. How about when my lawyers initially contacted in XX/XX/XXXX? Or the reaffirmation agreement in XX/XX/XXXX? Everytime I call them or email them, they extend the waiting period an extra 30 days. I called XXXX and questioned them deleting Mr. Cooper from my credit report instead of fixing it. They said that's their policy and they won't fix it until Mr. Cooper tells them to. Mr. Cooper keeps giving me the run around. I have a reaffirmation agreement that should have allowed it to remain on my credit report with payments being updated! We are terrified to contact Mr. Cooper to fix this because they just keep adding more time to their " research '' and it never gets fixed, meanwhile it has almost been a year since our bankruptcy discharged and they arent reporting our mortgage payments to our credit and it doesnt even appear on my XXXX! Please help!!!
Company Response: Closed with explanation

Timely Response

2019-03-27

Warrenton, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I received today XX/XX/XXXX from the XXXX XXXX, XXXX that my house has been scheduled for public auction sale on the XXXX of XX/XX/XXXX while at the same time a Short Sale which has been approved by Mr. Cooper is still in progress ; a violation of Dual Tracking law in Virginia as well as by the Federal law. XXXX XXXX, XXXX claimed that the advertisement about the sale is enclosed in the Auction Sale letter I just received today ; that is a lie because I could not find such advertisement enclosed in the letter. On XX/XX/XXXX I received a letter that was dated XX/XX/XXXX from Mr. Cooper and I quote " If you are not able to continue voluntarily paying the mortgage, your best option may be to find more affordable housing. You may be able to either surrender your home through a Deed in lieu of or sell your home and use the proceeds to pay off the loan, even if the proceeds are not enough to pay the loan in full ( short sale ). '' I asked my Sale Agent to call Mr. Cooper for Short Sale approval. She did and the Short Sale was approved. She was told that in order to proceed with the short sale we must participate in Mr Cooper Short Sale Validation Program and asked to submit certain documents which she did, The Terms and Conditions said and I quote " You ( that is me ) are responsible for all maintenance and expenses on the property through the date that it is sold. '' That was exactly what I did and vacated the house, The house was sold through an Auction Sale scheduled by Mr. Cooper on XX/XX/XXXX and XXXX of XXXX. There was an offer made and Mr. Cooper accepted and approved the offer. In fact I had a client who gave Mr. Cooper an offer in the XX/XX/XXXX and Mr. Cooper rejected the offer and said that the offer {$520000.00} was too small. On XX/XX/XXXX, I was no longer living in the house and I got a call from the XXXX County Sheriff that the interior of my house was severely damaged. I asked the sheriff how. He told me the interior was damaged by pipe bust in the house due to the cold weather. He instructed me to get in touch with my mortgage company and the Insurance company immediately which I did. Despite the damage, the Offeror at the Auction Sale is still interested in buying the house. Mr. Cooper was told about the Offeror 's intention and according to my Sale Agent Mr. Cooper has arranged for Appraisal Ccompanies to appraise the house so that they can re-negotiate a new offer with the original Offeror. The appraisal was completed on XX/XX/XXXX according by a representative at Mr. Cooper Short Sale department, and we still have haven't heard from Mr. Cooper as of the time of my complaint about the appraisal result. Instead, I got a letter from the XXXX XXXX, XXXX that my house is now scheduled for Auction Sale on XX/XX/XXXX. What Mr. Cooper know how to do best is to foreclose. Nationstar, now Mr. Cooper know how to move with bolt and lightning to foreclose on a mortgage but very very slow at snail 's pace to do other things like Loan Modification and Short Sale. This is because Mr. Cooper will benefit more on foreclosure as opposed to Modifications and Short Sale. Mr. Cooper has again engaging in playing hard ball as usual, engaging in delaying tactics, lies, giving dancing around and asking for documents to be submitted over and over again. I was told today again to ask my Sale Agent to submit HUD documents that she had already submitted in the pass. The name of the person I spoke to today is XXXX of Mr. Cooper Short Sale department. I am finding it very hard why Mr. Cooper is playing this kinds of dirty game.
Company Response: Closed with explanation

Timely Response

2019-03-27

American Canyon, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Mountain View, OK

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX had on two separate occasions submitted a loan modification to my mortgage servicer XXXX XXXX XXXX. In XX/XX/ 2019, after clearing waiting for an answer from the previous modification package, I was told that title did not clear due to a lien against my property. I had to do my own research to find out that my divorce attorney never filed a release on his file after being paid in full. I then resubmitted a totally new application, and while it was in final underwriting review, the loan servicing rights were transferred to Mr. Cooper, formerly XXXX XXXX XXXX XXXX While I was going through my divorce, my house went into foreclosure. I am not financially able to afford a restructured mortgage payment, yet Loan Depot violated every right I maintain under the Fair Debt Collection Practices Act. I have requested a clean mortgage assistance package to be either mailed to me or by email to resubmit a new modification package, and even asked the attorneys for the mortgage servicer to help me obtain this modification application. I need my rights protected and request a mortgage assistance application to be emailed to me immediately.
Company Response: Closed with explanation

Timely Response

2019-03-26

Broomfield, CO

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

San Diego, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received an escrow refund from Mr. Cooper in XXXX that was sent to my previous mailing address at XXXX XXXX XXXX XXXX. I have not been there in a year and was lucky enough to have my mail still forwarded. I also receive Marketing materials sent to my previous mailing address however receive my bill at my current mailing address. I have two mortgage loans with Mr. Cooper and due to this error requesting a list of all escrow refunds for my account in the last 13 years and a confirmation that the checks have been cashed by me. I have moved at least 7 times in the last 13 years. Account XXXX Account XXXX Additionally called today XX/XX/2019 to inquire on why I have an overdue payment amount is due in the amount of XXXX on account XXXX and they stated it had to do with an escrow payment that is due. I want an explanation on why I received an escrow refund and then I owe you for additional escrows. I waited an hour to speak to a representative and she had the nerve to ask if I wanted to be transferred to the escrow department. I said absolutely not, you can answer to the CFPB.
Company Response: Closed with explanation

Timely Response

2019-03-26

San Antonio, TX

Unable to get your credit report or credit score

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with Mr. Cooper, formerly NationStar Mortgage, several years ago they were incorrectly reporting my mortgage payments as being missed or late. Since I purchased my home I have been on an equity accelerator program where one half of my monthly payment is drafted directly from my bank account every 2 weeks. Approximately 3 years ago upon checking my credit I saw that Nationstar had reported that I had missed 12 mortgage payments, which was completely false. I tried to work with NationStar to get this corrected, as you can imagine what is was doing to my credit, all attempts failed. I was unable to refinance with another lender as my credit was trashed, not only as a result of Nationstar reporting incorrectly but had gone through a nasty divorce. It has now been approximately 2 to 3 years since this occurred and I have been working very hard to improve my credit. In XXXX of XXXX upon checking my credit I found that there was no mortgage reporting on my credit at all. I contacted Nationstar now Mr. Cooper and asked that this be corrected and that my mortgage be reported to the 3 reporting agencies and was told that this would be taken care of. Well it is now XXXX of XXXX and nothing, In XXXX I again called Nationstar which was now Mr. Cooper and tried to get this taken care of and was told that the credit reporting agencies were the ones requesting that it not be reported, and that I needed to send a letter to Mr. Cooper requesting that my payments were once again reported, which I did in XX/XX/XXXX of XXXX. After thinking about this I contacted all 3 of the agencies to see why they had requested my mortgage not be reported and was informed that it was Nationstar that asked that the reporting cease. When I discovered this I again called Mr. Cooper, this time I was informed that it was the equity accelerator program that had made the request. I finally got to speak with a supervisor, XXXX who was very kind and said that she would look into the matter and try to get to the bottom of it and gave me a date of XX/XX/XXXX. I then received a letter from Mr. Cooper asking me to send them a letter requesting that they begin reporting my mortgage. I once again contacted XXXX. She tried once again to be helpful and told me that the original letter I sent in on XX/XX/XXXX was on file and did not understand why this letter was being asked for again. XXXX told me that she was going to get to the bottom of this and was also going to attempt to have the matter expedited. We are now coming up on the end of XXXX and still this matter, despite my letter and numerous requests is still in the same situation it was when I asked it be corrected last XXXX. I do not understand what it is going to take to resolve this matter, and therefore am looking to you for help. I have worked hard improving my credit and I know that having never missed or been late on a mortgage payment if my mortgage was being reported as it should my score would increase dramatically. I want nothing more than to get away from Mr. Cooper, but until they start reporting to the credit bureaus I'm stuck. Any assistance you can give in this matter will be greatly appreciated.
Company Response: Closed with explanation

Timely Response

2019-03-26

Dayton, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Parkrose, OR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-26

Hillsdale, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: As of todays date, a total payment of {$1300.00} has been paid via my checking account. The most recent payment of {$330.00} was withdrawn from my checking account on XXXX. Mr. Cooper has been reporting that I have made payments via XXXX XXXX XXXX XXXX I have NEVER made payments via XXXX XXXX. The total amount of {$1300.00} has not been applied to my mortgage account. Late charges have been applied. Mr. Cooper continues to unapplied the amounts being paid. By not applying to my account, this appears as though I have not been making loan payments.
Company Response: Closed with explanation

Timely Response

2019-03-26

Lewisville, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I submitted a request via email and over the phone numerous times asking for my PMI ( mortgage insurance ) to be removed since my home value has risen high enough that my loan to value ration is at 80 %. Mr. Cooper insists that XXXX XXXX will not allow loans to have PMI removal unless its 75 %, however I do not find that verbiage anywhere on XXXX XXXX or XXXX XXXX sites. Neither do the loan terms indicate what the LTV ratio requirements are if a house happens to rise well above 80 % LTV. They even initially hinted that I could easily get it removed if my house gets appraised at a certain value and had me pay for that appraisal ( Serviced by their own third party partner ). Then they come back with a new number saying its actuallt 75 % LTV. I have email records with me screen shotting XXXX XXXX and XXXX XXXX sites making my case clear that I should be allowed to submit an application to XXXX XXXX for my PMI to be removed since my appraisal proves I have met the 80 % LTV
Company Response: Closed with explanation

Timely Response

2019-03-26

Mountain View, OK

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX submitted a full modification package to a mortgage servicing company known as XXXX XXXX. There was a complete modification package submitted in XX/XX/XXXX and another one submitted in XX/XX/XXXX whereas the file took nearly one year in underwriting review and was rejected because there was a lien on my title from the divorce attorney that handled my divorce. I then re-submitted a new modification package with a copy of the lien release. All of my financial conditions were met to qualify for a home modification. As my loan was in final underwriting review, XXXX XXXX sold the servicing rights to my mortgage to Mr. Cooper, formerly Nationstar Mortgage. I now have to send in a full modification package for the third time. Fortunately, I have all of my documentation together and I can expedite a full modification package once I receive a clean mortgage assistance application. I have made this request on several occasions within the past 30-days, even with the bank 's attorneys as my mortgage was thrown into a foreclosure process during my divorce. My case was badly handled by XXXX XXXX and now I'm seeing the same lines of communication going in the same direction with Mr. Cooper. I am more than qualified to handle the completed modification payment arrangements. I will file a formal complaint with the Federal Deposit Insurance Corporation on this abusive collection practice that could easily be resolved with the right professionals at Mr. Cooper. I am in dire need of assistance from the Consumer Financial Protection Bureau to expedite my rights under the Fair Debt Collection Practices Act amended version of XX/XX/XXXX. I demand that my modification assistance application be emailed to me immediately so that I can process and forward a full modification package for underwriting review.
Company Response: Closed with explanation

Timely Response

2019-03-26

Attleboro, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response