NATIONSTAR MORTGAGE

2019-03-13

Lewisville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX/2019 I received a noticed that Mr Cooper my mortgage company had done a escrow analysis and was inform that my escrow was short {$470.00}, per there noticed it stated that I had till XX/XX/XXXX2019 to pay that amount to avoid my monthly payment increasing. The money was paid on XX/XX/XXXX19, when I called on XX/XX/XXXX19 the representative told me that I would have to wait till XX/XX/XXXX19 for my account to reflect the adjustment. I called today XX/XX/XXXX19 to question why my account didnt reflect the adjust and I was inform its because the escrow shortage was actual {$900.00}. However, there is no documentation they can provide me even with my online access.
Company Response: Closed with explanation

Timely Response

2019-03-13

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I was under Disaster Forbearance through XX/XX/XXXX, but Seterus had a scheduled sale date for Mid XXXX, while under the disaster forbearance. It was extremely stressful and caused extreme hardship to me and my family, because Seterus refused to postpone the Sale Date. They finally postponed the sale date bc I submitted a disaster modification package. At what point of the review was I in when my loan was transferred? My loan was transferred from Seterus to XXXX home loans on XX/XX/XXXX, the new servicer had only received important documents pertaining to my loan on XX/XX/XXXX. What is the timeframe for all the documents to be submitted? Is it common and legal to have a sale date scheduled while under disaster forbearance?
Company Response: Closed with explanation

Timely Response

2019-03-12

Portland, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Indianapolis, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Green Acres, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Little Rock, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

MO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I closed on a house XX/XX/XXXX. I have made a payment every month of around XXXX. XX/XX/XXXX I made another payment to XXXX XXXX for the XX/XX/XXXX due date, it came out of my bank account on XX/XX/XXXX, not knowing they had transferred my loan to Mr.Cooper. I have called both agencies countless times trying to find the money. XXXX XXXX said they transferred the full payment. I eventually found out from Mr. cooper my account was transferred in XXXX. I have called mr cooper several times over the last few months seeing if they had found the payment. They kept telling me they would look into it and contact me as soon as they found something out or received payment. I would get three to four phone calls a week from their automated service trying to get me to make a payment. After a few calls, when Id answer, it would just be static and noise, no talking or anything. So I made them remove me from the call list. Today I went to make a payment because I had to wait to get the checks from both of my jobs to deposit in the bank to pay the XX/XX/XXXX payment ( which would technically be XX/XX/XXXX since Im still a month behind due to them not having my XXXX payment ) but when I saw that my new payment with two months due was {$1600.00}, I panicked. I couldnt even make a partial payment because they required at least 50 % of total due. I only had XXXX. When I called to figure out why my payment increased that much, after finally understanding since this is my first home, they made a tax payment at the end of 2018 which set my escrow balance at - {$2300.00}. The statement says lowest projected escrow balance at XX/XX/XXXX is - {$2900.00}, minimum amount {$680.00} for two months, amount to be current {$3600.00}. If I was to pay the full amount it would still leave my monthly payments {$770.00}, which theres no way I could just come up with the money to pay all at once. If the amount was added to the 12 months I would have to pay {$1000.00} a month. I got a USDA loan because I do not make a lot of money and rent isnt that affordable. However Im also not at all capable of a thousand dollar a month payment on top of all of my other bills. Now that Ive had help understanding this, I see how theyve screwed me. Ill be happy to provide any more information.
Company Response: Closed with explanation

Timely Response

2019-03-12

East Millstone, NJ

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: XXXX XXXX has falsified information on my Real Estate Tax payments.I paid my taxes in person on the due date of XX/XX/2019.I sent them a copy of my receipt.They have not changed their records & they are saying I am in default.They have said the same thing about my homeowners insurance.I have paid it & sent them proof & a copy of policy.They also said I have not paid my condo maintainence.I paid it when it was due.I believe they are trying to create a default situation so they can forclose.I am being harassed.I have received many letters from them & have replied by either faxing or e-mailing info to them.I suspect this is a national problem with many more seniors like myself facing this problem with them.Please help me resolve this Thank you XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-12

GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We recently purchased a home in XXXX with an FHA loan. Our mortgage transferred to XXXX XXXX, a month later Mr Cooper took over XXXX XXXX. We broke up a payment into 2 payments due to my husband being short hours at work. When our loan transferred to Mr. Cooper, both payments were missing, they have recovered one, but 2 months later along with many phone calls, the 2nd payment is still missing. We have submitted proof of payment and everything to have this credited to our account, but it has still not been done! There is also no way to speak to anyone in the department that handles the missing payments and we are just told that they will reach out to us when they find out something.
Company Response: Closed with explanation

Timely Response

2019-03-11

San Jacinto, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage services was transferred from XXXX to Mr Cooper, according to RESPA section 6 Mr Cooper must send Welcome Letter within 15 days eq loan number phones and address unfortunately didnt happened make the situation worst they supposedly to transfer my autopay info that I was paying for 8 years without late fee I called them today XX/XX/2019 they had nothing setup and I had to call 10 times and after getting trough I had to wait 24 minutes to talk a person that didnt know nothing about guidelines nor servicing the loan, In 4 days my payment is due and she trying to charge me late fee I being using autopay on XXXX of each day and there is 15 days grace period to pay my mortgage, It seems Mr Cooper involved in fraudulent activities by trying charge late fee and other fee and maybe causing to miss payments and charge others fee.
Company Response: Closed with explanation

Timely Response

2019-03-11

Fort Lawton, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-11

N White Plains, NY

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-03-11

Havana, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was transferred from Seterus to Mr. Cooper as of XX/XX/2019. All communications from both companies stated that my autopay information would transfer, but this was not the case. I logged into Mr. Cooper 's website on XXXX, the first day this was possible and upon seeing my autopay was not set up, I entered my bank account details and set up my payment. Today, on XX/XX/XXXX, I went to work and had a voicemail from Mr. Cooper saying my payment was overdue, so I logged in and saw that no payments were pending and my autopay wasn't scheduled until XX/XX/XXXX! I tried calling to verify, but reached a recording saying that they are really busy and to try back later, upon which it hung up on me. I went ahead and made my payment, manually entering my bank information again. Arriving home from work, I logged in so I could change my autopay date from XX/XX/XXXX to XXXX and found out that they are taking out a payment on XX/XX/XXXX and XX/XX/XXXX. I can't afford this as I have been out of work due to XXXX, so I tried calling, but yet again, I got the recording and was hung up on. Now, I am facing severe financial hardship due to their inaccurate website and total lack of customer service.
Company Response: Closed with explanation

Timely Response

2019-03-11

Corona, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-03-11

FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I was approved on XX/XX/18 with my mortgage lender, XXXX XXXX, for an Affordable loan modification to lower my mortgage payment from {$1200.00} to {$1100.00}. I was told that I would have to make 3 trial payments and my payments would become permanent at or around the same amount of the trial payments. I was notified in XXXX that Mr. Cooper/Nationstar would be servicing my loan starting in XXXX, after my final trial payment was made. I was told that they would honor the terms of my modification. I successfully completed my trial payments and anticipated receiving my final approval from Mr. Cooper but what I received was an approval for a modification that would actually raise my mortgage payment to {$1300.00}! This amount was not at or around the amount of my trial payment, nor was it affordable which is what I was approve for by XXXX XXXX. I have spoken to several people with Mr. Cooper who refuse to honor the terms of the modification that I agreed to when I was only 2 months behind and could have reasonably caught up on, now I am in default and in danger of foreclosure unless I accept these unfair terms.
Company Response: Closed with explanation

Timely Response

2019-03-11

Hack, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-10

Hamburg, MN

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-10

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been trying to work with my mortgage company, Mr Cooper, to get Mortgage insurance removed from my loan. I called the company on XX/XX/XXXX to inquire what was needed in order to have MI removed from my loan. I made a $ XXXX payment and again called on XX/XX/XXXX to request MI be removed. I was told I'd receive a follow up call within a week. I placed follow up call to Mr Cooper on XX/XX/XXXX and subsequently was told I'd receive a follow up call on XXXX. XXXX came and went with no follow up call ; I submitted a message on XX/XX/XXXX through their secure messaging portal again requesting removal of MI. As of XX/XX/XXXX I have yet to hear any response from Mr Cooper. I find the lack of response from Mr Cooper to be both unprofessional and unacceptable. requesting the help of the CFPB to resolve this matter. Thank you. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-10

FL

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: My mortgage company NationStar DBA Mr Cooper has been reporting the following late payments on my account and credit report since 2015 even though I have never paid late. 30 Days Late : XXXX, XXXX, XXXX, XXXX, XXXX, & XXXX. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, & XXXX. XXXX, XXXX, XXXX, & XXXX. XXXX, XXXX, XXXX, & XXXX. XXXX 60 Days Late : XXXX This has affected my credit history, credit score, and credit limits with other lenders. When I asked the mortgage company what is going on they say they have taken my mortgage payment to purchase insurance even though I have purchased insurance already and provided the proof of insurance. I have always kept current with all payments and insurance. I have disputed this with the credit agencies and they say the lender has to correct the information. I have requested the lender correct the information several times verbally and in writing and nothing has been corrected. In addition to the late payment reporting errors, the lender is reporting incorrect monthly payment amount. My correct payment amount is {$1200.00}. The lender is reporting {$1500.00} as my monthly required payment. I have provided proof of payment and insurance to the mortgage company and credit agency and nothing has been corrected. The lender has not treated me fairly and has damaged my credit and reputation which I have worked so very hard to build. This is affecting my livelihood and ability to secure credit with other lenders.
Company Response: Closed with explanation

Timely Response

2019-03-09

Sarasota, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Reverse mortgage

Complaint: In XX/XX/XXXX my now ex-husband and I obtained a reverse mortgage on our house at XXXX XXXX XXXX XXXX, XXXX, FL XXXX through XXXX XXXX XXXX. This mortgage was sold to XXXX XXXX XXXX, division of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX TX XXXX phone XXXX in late XXXX. I left this house in XXXX and have no contact with my ex since XXXX, and have not seen any of the documentation sent to that address concerning this transfer. Our divorce agreement allows him to remain in the house until it is sold and he is being very uncooperative with this process. We contracted with XXXX XXXX of XXXX XXXX XXXX XXXX in the XXXX XXXX Florida office phone XXXX and finally signed a contract after agreeing to a listing price of {$350000.00}, knowing full well that the house in the condition it is in would not sell for anything near that price but it was a starting point to see what comments from viewers were along with any offers that were received. There were no offers, comments were very negative. We finally received a cash offer of {$220000.00} from a party needing to get money from a property exchange invested. XXXX XXXX hired XXXX XXXX XXXX, XXXX XXXX XXXX owner, XXXX XXXX XXXX XXXX, XXXX FL. XXXX phone XXXX to do the appraisal and his appraisal, with lots of errors, was given to XXXX XXXX of XXXX XXXX at {$350000.00}. I sent Ms XXXX an e-mail letter requesting copies of all documents sent to the XXXX XXXX XXXX address on XX/XX/XXXX, I spoke to her on XX/XX/XXXX, she said that the e-mail address I was given was incorrect and that she never got the letter and that the dispute of the appraisal had been reviewed and the short sale was denied. I had to fax ( not e-mail ) the letter to her which I did through Mr. XXXX. Even though the reverse mortgage includes insurance for any shortage, they will not approve the short sale, want the house sold for {$350000.00} which will not happen. Mr. XXXX is filing a complaint against the appraiser as well. The amount of documents is large ( the appraisal documents & pictures alone are 46 pages ), and I don't yet have and have no ability to get from my ex, other documents that may be needed. Please let me know what you may need and I will do my best to obtain them.
Company Response: Closed with explanation

Timely Response

2019-03-09

Santa Monica, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-09

Fresno, CA

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2019-03-08

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-08

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-08

Las Vegas, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response