NATIONSTAR MORTGAGE
Consumer Complaints
There are over 21508 complaints on file for NATIONSTAR MORTGAGE. Dated between 2019-12-11 and 2012-03-15.
Complaints Page 54
2019-03-20
Escondido, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I have tired to provide a few of documents without sending every item I have generate in my modification efforts -- all of my efforts and request for a modification, which I strongly feel I qualify for. However, I have been denied every modification request by the investor XXXX and the servicer, XXXX XXXX XXXX.
The enclosed documents should give you a very strong indication of my responsiveness and tireless efforts to advocate for an affordable payment modification of my loan. The documentation, I have enclosed, includes return receipts, tracking numbers for many request I have sent to the servicer and investor, letters from XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX ( XXXX ) webfile narratives spanning XXXX years, fax logs for all the massive amounts of faxes I have submitted to support my modification request, and hundreds of other source documents. If by chance, you need any more supporting documentation, please let me know. I have saved every correspondence and documents, received, and submitted, in a digital format.
I have been responsive to all request made of me by the Servicer ( XXXX XXXX XXXX ), the investor ( XXXX ), and every HUD approved agency I have worked with over the past few years in order to be granted a modification with an affordable payment. Please look at all of my documented information in my attached XXXX webfile, please note specifically all of the correspondence in section D and the many documents submitted. Also, please note all of the comments in section E of the narrative sectionplease pay particular attention to all of the denials of a modification by the investor XXXX specifically, and the investor, XXXX XXXX XXXX.
Because I have been denied a modification on multiple occasions, I felt I had no choice but to initiate multiple advocacy efforts, to include the filing and subsequent discharge of a Chapter XXXX bankruptcy to remove all unsecured debt. Since I have still been continuously denied a modification to date, I have now initiated the process to file a Chapter XXXX bankruptcy for removing some tax liability and to remove my second loan. I am hoping the past and current bankruptcies will help me with my request for a modification. I did not want to take the bankruptcy course of action, but I felt I had no other option because of the continual denial of a modification by XXXX XXXX XXXX and XXXX.
We have taken multiple steps to minimize the hardship. We have reduced all living expenses to only the necessities to sustain life for our family. We are using the XXXX XXXX and the XXXX XXXX XXXX banks to obtain food for our family for the past two years-I have worked hard to mitigate the hardship.
Attempts for a modification have never resulted in an affordable payment, thus keeping us in the same hardship position with a mortgage that exceeds over 80 % of our income. We believe we do have significant income to make mortgage payments based on the current market value of our home. The XXXX XXXX County Recorders Office has listed the current market value of our home at {$510000.00}.
Our current gross monthly income, as noted in our XXXX budget, is {$7500.00}. An affordable payment at 31 % of our income should be {$2300.00} for principal, interest, taxes, and insurance. In addition, based on the current market value of our home, an affordable payment would be set at {$1900.00} per month.
Therefore, an affordable payment would range between {$1900.00} and {$2300.00} per month for our home. Our current payment far exceeds the aforementioned range for a true affordable payment.
Again, we strongly hope the servicer, XXXX XXXX XXXX, and the investor, XXXX, will accept the XXXX Solution or any proprietary solution that will provide us an affordable payment between ( {$1900.00} and {$2300.00} ) based on 31 % of our income ( {$2300.00} ) and the current market value of our home ( {$510000.00} ). If XXXX XXXX XXXX accepts the XXXX solution, we will be able to maintain our home, and make uninterrupted mortgage payments because the mortgage will be affordable.
We believe the XXXX Solution is a fair solution for XXXX XXXX XXXX, the investor, and our family and will place us in an affordable mortgage. The XXXX Solution will allow our family to experience a normal way of life without living from month to month in uncertainty and not displace our family. We are currently occupying our home and it is our primary residence. Please strongly consider this request and we submit this matter for your review.
We pray that the any Solution will be accepted Sincerely, XXXX XXXX
Company Response: Closed with explanation
2019-03-20
NY
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: XXXX XXXX XXXX XXXX. XXXX Home loan fianced amount XXXX Down payment XXXX This loan took forever to close. We went back and forth because of credit issues. However, I paid off everything except my cars on my credit report. People were pulling my credit report all the time which was making my score continuing to go down. I had already had a commitment for a mortgage and all the demands were met, but for some reason the back would not give me the clear to close. So this company took it in the own hand without asking me and switched lenders. I was just going through my email and noticed there were documents for me to sign. These days I thought it was a scam, but I thought I would check with XXXX and see if it was something they did. Sure enough it was and I would told to open it up and sign them ASAP. XXXX me I do so, I was told everything was the same. From that point I heard nothing from them for 10days. I received a phone call from my attorney XX/XX/18 and said we were closing in 2 hours and bring my checkbook. When I got to the closing, the closing figures were still coming in. Remind you, I am a first time home buyer, FHA loan, 5.50 % because I had a low credit score, now I had to put 10 % down I was told at one point with closing costs and 10 % down on a XXXX loan it was be XXXX. Keep in mind my credit is all paid off. Well guess what, at closing I needed XXXX Plus XXXX for a XXXX Credit Card that I was an authorized user on and XXXX. on XXXX XXXX that I was also an authorized user on for my daughter. I did not have that extra money but had to pay in order to close. XXXX never informed me of any of that. I have never heard from them since they changed lenders on me. They stole from me, damaged my credit even more, and fudged numbers. The lawyers I worked with even the bank attorneys could not believe what they were seeing.
Company Response: Closed with explanation
2019-03-20
AR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I changed homeowners insurance and received an escrow refund from old insurance company. I have tried calling the mortgage company - Mr Cooper - ( seriously, they are really named Mr Cooper ) at least a dozen times in the past two weeks, trying to find out how to properly return the money. Just get the automated answer telling me that We are experiencing an unusually heavy call volume, blah, blah.
Now Mr. Cooper has sent a letter telling me that my insurance has been cancelled and they are fixing to buy their own insurance. I have the new insurance company already working on that.
Surely a federally regulated financial institution has to answer the XXXX phone. You know what is wrong here?? No one on XX/XX/2008 went to XXXX.
Can you get them to answer the phone??
Thnx XXXX XXXX XXXX Loan # XXXX
Company Response: Closed with explanation
2019-03-20
MO
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/19 I received an email alerting me that there was a change on my XXXX credit report. When I looked at it, the company Mr. Cooper ( which is the company we have our mortgage through ) had done a hard inquiry on my credit without my consent. My husband authorized it for himself but not for me when he spoke with them on the phone on XX/XX/19. On XX/XX/19 I placed a freeze on my XXXX account and initiated a dispute. On XX/XX/19 I contacted the Mr. Cooper employee that spoke with my husband and told him that the credit check was not authorized and that I will be needing a letter from him stating that the credit check was not authorized so that I could send it to XXXX and get it off my record. The employee told me that he couldn't do that and referred me to his manager who then told me that they could legally check my credit without my consent since my husband agreed to a credit check on himself. If I did not give consent and they made no attempt to contact myself when they did the credit check, do they really have the authority to do a hard inquiry on my credit without my consent?
Company Response: Closed with explanation
2019-03-19
South Florida, FL
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-03-19
Frisco, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-03-19
East Rockaway, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX, has done everything he possibly could to save his home. He even tried to pay the reinstatement amount with the check and Nation Star would not accept the amount of money that be took from his 401K to pay the debt to bring the loan current.
NationStar had one amount and their attorney had another excessive amount for their fees. When XXXX XXXX called Nationstar they were not aware that the attorney refused the reinstatement bank check.While Nationstar/Mr. Cooper and their attorney not working together a sale date was set and XXXX XXXX had to file a Chapter XXXX bankruptcy to stop the sale.
XXXX XXXX has tried so many times to save his home, Nationstar /Mr. Cooper told him they did not need any proof of income from him - but the immediately refuse to help him or deny him from any workout on his loan. They even denied the payoff that they created and sent him.
The attorney had one payoff amount and the bank had another and the bank was looking for the payoff and asked why it was not submitted? According to the bank it was denied by their attorney without their knowledge.
While trying to get some help the home could go into a foreclosure auction date again even though he made a payment.
Nationstar /Mr. Cooper will not help..
Please help - Thank you
Company Response: Closed with explanation
2019-03-19
Tarzana, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We remodeled our home in 2015 and added approximately 1500 square feet which increased our property taxes. We were trying to resolve the amount with the Assessors office and Mr. Cooper started collecting money in an escrow account to pay the past due property taxes. They paid some of our property taxes, but their statement of payments does not reconcile with the XXXX County Treasurer and Tax Collector 's records. Now they are attempting to charge us more than double the original mortgage payment. According to Mr. Cooper it is to repay an amount of property taxes that they can not provide proof of and to compound for future property taxes. When I try to call them to resolve this issue or ask questions about the amounts, Mr. Cooper escrow department hangs up on us. We have tried more than several times to discuss this with Mr. Cooper and resolve the issues. In the interim we have resolved all issues with the XXXX County Treasurer and have paid receipts that are shown on the XXXX County Treasurer and Tax Collector website. We have emailed the paperwork to the address given but can not get a response. We have not been able to speak with anyone at Mr. Cooper to resolve this. Please see attached paperwork for amounts and receipts and thank you for your help.
Company Response: Closed with explanation
2019-03-19
Raymond, NH
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Recently ( XX/XX/XXXX ) I had received via mail a document that outlined that my escrow payments have increased this year. Upon closer inspection it was noticed that my PMI contribution has been increased from {$510.00} to {$1000.00}. There had been no late payments this past year and we are uncertain why the sudden increase. Seeing how Mortgage insurance isnt something I can get a lower rate for, I feel as though this is an unlawful change that has me considering going with a new lender.
Company Response: Closed with explanation
2019-03-19
Passyunk, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-03-19
IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: my mortgage was purchased by Mr. cooper from XXXX on or about XX/XX/XXXX. my taxes were escrowed and to be paid by the mortgage company. The taxes due on XX/XX/XXXX were not paid by either company. I have now received a letter dated XX/XX/XXXX from the XXXX County Indiana auditor where they will start garnishing my wages XX/XX/XXXXdue to these unpaid taxes. I have called XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX without any success in finding out when this issue will be resolved.
Company Response: Closed with explanation
2019-03-19
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-03-19
Avalon, MO
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-03-18
Bostonia, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Nationstar LN XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX Called Mr Cooper to get an update, as our negotiator has stopped communicating with us in XXXX he has not responded in XXXX to any of our requests in over two weeks. I ended up speaking with XXXX XXXX. He was extremely rude and combative. Continually interrupted me, and refused to send me to a supervisor. He said there were no updates if there was nothing in XXXX. I told him the negotiator is not responding in XXXX and we need an update on the file, and if he cant get an update for me then I need to speak to a supervisor. He then grew extremely frustrated with me, told me that the negotiators workload has just INCREASED AGAIN WITH NO ADDITONAL HIRING TO COMPSENSATE FOR THIS, that there were no updates, there was nothing he could do, and refused to send me to a supervisor. He then stated ITS NORMAL FOR A SHORT SALE TO NOT BE WORKED ON IN OVER TWO WEEKS. I explained to him that I could her the frustration level in his voice and stated that no response in two weeks is not acceptable, and I needed an update, if he can not help me then I need a supervisor. Apparently telling him I could hear his frustration level in his voice triggered an extremely combative emotional state for XXXX XXXX. XXXX XXXX became extremely combative, contined to interrupt me, refused to let me finish speaking.
Neither XXXX XXXX nor Nationstars behavior is acceptable. I want XXXX to received additional training, as it is apparent he does not know how to control his emotions when he is at work. His representation of Nationstar is antagonistic, defensive and extremely resentful when speaking to people on the phone. The understaffing issues started over a year ago when Nationstar shut down their Arizona facility. Nationstar has done NOTHING to fix these issues. It is apparent that Nationstar has created a hostile working environment and does not have the staffing to continue their servicing obligations.
I want Nationstar fined the maximum of $ XXXX due to their inability to fulfill their servicing obligations.
Company Response: Closed with explanation
2019-03-18
Oakland, PA
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Company Response: Closed with explanation
2019-03-18
Mountain View, OK
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have tried to pay off my mortgage 3 times since XXXX. I have requested and received 3 payoff authorization forms and wired the amount to the mortgage companies bank only to have additional charges show up on my account. After the latest one last week my account still shows a balance of {$38.00} dollars. I have called numerous times beginning XX/XX/12 and have been told they were going to correct it but nothing has changed. I have spoken to their escalation department and filed a report with the XXXX XXXX XXXX.
Company Response: Closed with explanation
2019-03-18
Elwyn, PA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-03-18
Palm Coast, FL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-03-18
WI
Trouble during payment process
Mortgage: VA mortgage
Complaint: My mortgage payment for the year XXXX was {$1500.00} a month. This amount covered principal, interest and escrow. In XX/XX/XXXX our mortgage company Mr. Cooper ( XXXX XXXX XXXX XXXX. XXXX, TX. ) sent me a check for {$2800.00} for escrow overage and adjusted our XXXX payment to {$1300.00}. At this time Mr. Cooper new that the escrow account would be shorted in the amount of {$1900.00}. As of XX/XX/XXXX Mr. Cooper sent me a bill requesting additional payment of {$3100.00} for escrow shortage. Without this payment in full they change the monthly mortgage payment to {$1800.00}. I made a payment in XXXX of {$1700.00} to the escrow account expecting my monthly mortgage payment to be readjusted. I received my XXXX bill in the amount of {$1800.00}. I called Mr. Cooper asking why my mortgage payment wasnt readjusted and was told that because I didnt pay the {$3100.00} in full that they would not readjust the mortgage payment. Because of this manipulation I am now expected to pay a mortgage that not only exceeds my original mortgage, I am paying in excess on the escrow.
In calculating my payments toward escrow, I to date have a balance of {$2900.00}. The target needed for escrow by the end of XXXX is {$5400.00}. With the mortgage payment at {$1800.00} minus principal and interest I am now paying {$710.00} a month toward the escrow account. Multiplying {$710.00} time 10 months comes to {$7100.00}, on top of the {$2900.00} now totals {$10000.00}.
In addition, I also paid over $ XXXX against the principal payment in XXXX, decreasing the interest payment approximately {$110.00} a month.
Company Response: Closed with explanation
2019-03-17
New Orleans, LA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I was with Seterus Mortgage company and in XX/XX/XXXXand in XX/XX/XXXX I requested mortgage assistance sending in mortgage assistance documents. I was told on both occasions that I did not qualify for any type of assistance and that I needed to submit payment. On two occasions I wired funds and they were returned because they said it was not the full reinstatement amount. The week of XX/XX/XXXX I spoke with an agent and he said that I may qualify for a repayment plan since my hardship was over. He told me what I needed to do and that I would need to have at least half of the amount I was past due on hand. The next week I overnight a cashier 's check in the amount of {$6000.00} to them with the retention letter that he told me needed to be included. The next week I receive a letter stating that my mortgage was being sold to a company called Mr. Cooper effective XX/XX/XXXX. I called Seterus and asked would this have any impact on my repayment plan process and was assured that it would not. On that same day I received the cashier check back from Seterus. On XX/XX/XXXX I contacted Mr. Cooper and was told that they were considering a loan modification, because I could not be considered for a repayment plan because the mortgage had already gone into foreclosure. Seterus never discussed that with me. I learned on Friday, XX/XX/XXXX that I did not qualify for a loan modification because the loan has previously been modified 3 times. I only recall twice. I was told that I have until XX/XX/XXXX to come up with the reinstatement amount of XXXX. I only have the XXXX that Seterus returned. I feel that Seterus should have not made me think that I was about to be in a repayment plan and now Mr. Cooper won't even consider helping me unless I come up with the full amount in two weeks.
Company Response: Closed with explanation
2019-03-17
Brooklyn, NY
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-03-17
NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The servicer changed for my mortgage. Mr. Cooper company bought the Seterus inc. ( apparently ) At about XXXX Saturday XX/XX/19 evening I received an email from XXXX XXXX saying " there was a status change in the report that caused my rating to DROP 96 points! '' After review turns out that Seterus made a comment on XX/XX/19 that the account was closed. NO IT TRANSFERRED. My auto insurance is due and I was HOPING for a new rate on it but now I don't want to ask. REALLY almost 100 pts? I have been on time no late payments and this is what I get? Is it XXXX XXXX or Mr. Cooper? They can " rebrand " all they want..if it looks like a duck, walks like a duck.. you know. # XXXX
Company Response: Closed with explanation
2019-03-17
Cordova, TN
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: In XX/XX/XXXX my mortgage payment increased from {$1000.00} to {$1100.00}. Due to a grievous oversight on my part I failed to increase the payment. Mr. Cooper Mortgage company held my inadequate payment and threaten by XXXX XXXX XXXXbut there was a dramatic hit on my credit report for non-payment. Eventually the credit issue was resolved with Transunion credit bureau and my credit score was restored.
I am in the process of selling my current home and trying to prequalify for the purchase of another home. Therein lies the problem. Upon an inquiry of my credit it was disclosed that I was late on 4 mortgage payments for the months of XXXX, XXXX, XXXX, and XX/XX/XXXX. My credit scores are impeccable with the only blemish being 4 late payments on the XXXX Credit Report.
Other than the XXXX mix-up, I have never been late for any payment while a client of Mr Cooper. I have called twice trying to resolve this issue. On XXXX XX/XX/XXXX I called and asked for a copy of my payment history and also a letter stating that I was, in fact, on time for the payments of XXXX, XXXX and XX/XX/XXXX.
According to the customer service representative on XXXX XX/XX/XXXX, it was stated that they would send a copy of the payment history and a statement saying I was never late on mortgage payment except for the one incident of XX/XX/XXXX. He only sent the payment history and not a clear explanation of no late payments. i am beginning to wonder if my file flagged or are the customer service reps being told not to help out with this issue? I have called twice and written one letter and sent an additional registered letter to ensure someone is made aware of my circumstances.
The payment history of my current mortgage they provided shows only the XX/XX/XXXX mishap. As one can see, the only blemish is XX/XX/XXXX. The payment history is and has been consistently on time each and every month for the past 46 months. I know the credit report states 4 late payments but the historical data provided by Mr Cooper shows only the mistake in XX/XX/XXXX.
I have requested an immediate Rapid Resolve and Rescore to correct this error. I am in the process of selling this property within the next 3 weeks and because of this mistake I can not pre-qulaify for a new mortgage. Please understand that any further delay in rectifying this grievous credit issue impacts severely upon my ability to purchase a new home.
Company Response: Closed with explanation
2019-03-16
Perris, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX was purchased by Mr. Cooper on or about XX/XX/2019. However, neither company has notified me that the servicing of the loan had transferred.
I received a letter today XX/XX/2019 via USPS certified mailed indicating that the loan was in default. Since I do not where, when, or if any of my payments made to XXXX have been credit towards the mortgage either before or after servicing was transferred, I am not able to verify the legitimacy of the information contained in the attached letter.
The loan was paid ahead by two mortgage payments for some time now. The last mortgage payment that was made was on XX/XX/2019 for the XX/XX/2019 installment.
I am very concerned that the payments that have been sent electronically sent to XXXX are unaccounted for and the money has been distributed to unknown entities.
Company Response: Closed with explanation
2019-03-16
Arlington, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The Mortgage Co. Modification my loan in 2015. I pass the Trial Period Plan and the agreement in the Trial period plan was " After all trial period payment are timely made and your client has submitted all the required documents, the mortgage would then be permanently modified '' I paid {$3100.00} in escrow shortage which is included in the modified monthly mortgage payment. The Trial payment plan also stipulated that i will received {$1000.00} each year for five years for a maximum of {$5000.00}, which I have receive those payments for the last four. This is the big problem the Trial Period Plan also stated " IN ADDITION, once the loan is permanently modified, your client may be eligible to have some of the principal forgiven on a deferred basis. So long as the modified loan remains in good standing, we will forgive {$50000.00} of the principal balance of the loan each year on the anniversary of the first trial period payment date for three years.Your client will lose this benefit if your client 's modified loan loses good standing at any time during this three year period, including all accrued and unapplied amounts ''. I have not been late on any payments. I have move proof of fraud.
Company Response: Closed with explanation