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 61
2019-02-22
Magnolia, TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: Back in XX/XX/XXXX when we had a hurricane hit the XXXX XXXX, the company I work for had to be closed for a few days due to extreme flooding. I had heard on the news that we could call our mortgage company and could get help with applying about three months to the end of the payoff date. I had elected to pay a partial payment for three months and when the paperwork was sent to me to complete the process in XX/XX/XXXX, they had my principle balance of {$99000.00}. I had explained to them that I had purchased the house for {$86000.00} and that there was no way that my principle could be that much and refused to sign their documents until it was corrected. A few months and a lot of phone calls went by and finally, in XX/XX/XXXX, one of their employees said that I still had time and i had till the end of XXXX to get the paperwork done. They even sent a Notary for me to sign the papers and she took them with her to have them delivered. The Notary stated that my payments would now be {$860.00} so for my XX/XX/XXXX payment, I paid {$870.00} from my checking account and was sent back from them on XX/XX/XXXX. I called and asked for a manager to why my payment was being returned and he stated that the reason was due to me being late on the paperwork. I explained to him that the company he is employed by sent their notary and took the paperwork with her. He then said to resend the payment and it would be looked into. They accepted the payment but starting in XXXX, I started receiving several calls of owing back pay due to being late on the paperwork. I started to get real upset and simply asked for another manager which he then stated that he would have to listen to all of the recorded calls to see how to resolve the issue. I then requested to be added to the no call list since it was the same call over and over again and can not receive calls at work. I believed everything was getting done and after sending my XXXX payment, it was sent back to my checking account on XX/XX/XXXX. I then called and spoke with XXXX XXXX and explained again of what has been going on. He then looked at the notes and couldn't understand what was going on with my account and said to send the payment back and that he would restart the modification process again and said if I had any other problems, to contact him. I also requested to take me off the do not call list so that I could have updates on my account. I sent the payment back on XX/XX/XXXX just to have them resend it back on XX/XX/XXXX. I received another call from one of their employees just to tell me that I was in foreclosure status and since the day this has all started, I've been worrying about losing my house and not knowing where me and my kids would be living. This has been extremely hard on me since I have a fixed income and trying to keep my credit score in good standing. Now I'm being told by Mr. Cooper that I now owe over {$4000.00} with back partial payments and late fees which I don't believe was my fault in any way. I have communicated with them and told everyone I have spoke with about my problem with Mr. Cooper. I have researched this company and found many negative reviews and complaints with similar situations. I don't know where else to turn to and can not afford to lose my home. I have tried refinancing but no one will do it with Mr. Cooper saying what I owe them. Please contact me at XXXX.
Thank you, XXXX XXXX
Company Response: Closed with explanation
2019-02-22
Bellaire, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: My MUD tax payment from my escrow account paid twice on XX/XX/2019 and XX/XX/2019.
I have called the company several times, remind them to fix the error. They never actually fix it, and reimbursed the funds back to me.
Company Response: Closed with explanation
2019-02-22
Grangeville, LA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I refinanced my home loan with NationStar XX/XX/XXXX. Upon closing, without notifying me or bringing it to my attention they removed my Flood insurance from my escrow account ** ( per CFPB they have to disclose this information at closing. They never did ). In XX/XX/XXXX my flood insurance was due and did not get paid. I received notice of cancellation and immediately called Nationstar. They told me it was not a part of my escrow and if i wanted them to pay it I needed to talk to the escrow dept. So they transferred me to Escrow. I asked for them to pay my flood insurance and they said they would. * ( this didn't go smoothly there was a lot of back and forth ). Two months later my flood policy was cancelled due to non payment. Then I received a letter from Nationstar telling me they purchased lender placed Flood Insurance for me, which was 3 times the amount of my policy thru XXXX. According to my research with CFPB Subject to the requirements of 1024.37 ( c ) ( 1 ) ( i ) through ( iii ), if not prohibited by State or other applicable law, a servicer may charge a borrower for force-placed insurance the servicer purchased, retroactive to the first day of any period of time in which the borrower did not have hazard insurance in place. I had my insurance they spoke to XXXX. I could not believe it I lost my Grandfathered rate which was {$1400.00} annually and now my insurance is over {$3700.00}. This mess has made my escrow account so low that it has raised my monthly payments over {$500.00} a month.so high. I am a single mom with XXXX growing children. This was not in my budget. I fell behind when my payments went up and by XXXX XXXX my home was in Foreclosure.
With the help of 1 agent who actually listened to me and started to dig into my account I was finally able to breath. She escalated it to her supervisor and who eventually my account was with Customer Relations VP and I thought I was finally going to get this resolved. By XX/XX/XXXX XXXX emailed me a deal where Nationstar dba MrCooper was going to offer me a modification where I still have to take the hit. and my payment was still over {$1500.00}. WHAT how is that helping me. Then I turned to CFPB and an attorney and that is when they offered to pay me the difference on my flood insurance policy for 5 years which is over {$11000.00} and they would modify my loan doing a partial claim. ( still don't know why I am having to take the hit ) and my payment was down to {$1200.00}. But that does not include Flood insurance. I wanted to think about it this was a big deal to me and I was so confused ( still am ). I reached out and called MrCooper to talk about the offer and the agent I spoke to had no clue what I was talking about he just kept telling me I had to either pay the Trial payment or I needed to pay over {$19000.00} and bring my account current. I sent a request to have my credit fixed and that was denied. No help at all in fact it made me so angry because I felt lied to i felt like I had been taken advantage of and scammed. Every time i spoke to someone it was something different but no one knew about the deal XXXX had offered me. I was so angry how could this still be going on.
With fear that I was not going to have a home I decided I would take the offer. I called and they said no sorry you did not accept the offer it has been denied. So I tried for a modification and i was denied since I did not take the last offer.
How is this okay. How can anyone expect me to trust this offer without getting answers to my questions and after I have been to XXXX and back 5 times over. I have lost all good standing on my credit. My credit card limits gone. Credit cards cancelled. Phone calls, flyers about bankruptcy and foreclosure. I have not been able to eat, sleep, I have even started to see a counselor for my anxiety. All I am asking is for anyone reading this is to take a minute and think about what you would be feeling if this happened to you I never imagined this could ever happen. I thought with a phone call I could get this fixed its been 2 years I have lived this nightmare. I need someone to realize this is not easy for me to write this, I don't like conflict and I certainly don't know what else to do. I don't have money to keep paying a lawyer. Which it seems you have to do in order for big companies to actually listen. PLEASE HELP ME!!!!!!!!
Company Response: Closed with explanation
2019-02-22
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-02-22
Maxwell Afb, AL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-22
Fredonia, NY
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-02-22
Nantucket, MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-22
Glendale, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-22
Trouble during payment process
Mortgage: VA mortgage
Company Response: Closed with explanation
2019-02-22
Okc, OK
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-02-21
Boston, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-21
Boston, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-21
Bridgeport, CT
False statements or representation
Debt collection: Mortgage debt
Attempted to collect wrong amount
Company Response: Closed with explanation
2019-02-21
Alta, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Hello, we have big problem again, there is a foreclosure sale scheduled for our home on XX/XX/XXXX and we are out of options and we have exhausted ourselves with this horrible company. We have had many attempts to receive an affordable monthly payment but no resolution and no affordable monthly payment offer has been given. We have sent in a request for mortgage assistance form along with bank statements taxes paystubs and other documents necessary for a loan modification review. Mr. Cooper has received all the documents but the sale is still scheduled.
As part of this bailout, on XX/XX/XXXX, the United States Government took over XXXX XXXX and pumped billions, which in XX/XX/XXXX, then Treasury Secretary XXXX XXXX said as much as {$200.00} billion would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in TARP funds given out to other lenders.
1. The guidelines issued by the United States Treasury set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the HAMP program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under HAMP ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible.
HAMP and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure HAMP objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies.
All servicers have systematically failed to comply with the terms of the HAMP directives and has regularly and repeatedly violated several of its prohibitions. Now that HAMP is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives.
Under HAMP, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each HAMP modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such Mr. Cooper to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure.
California Business and Professions Code 17200 et seq., also known as the California Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. Mr. Cooper and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the 1st Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by selling my home and by denying loss mitigation options, such as loan modifications ; They failed to properly consider loan modification applications before trying to sell my home.
1. On information and belief, Mr. Cooper does not own a significant majority of the loans on which it functions as servicer.
2. Economic Factors that discourage Mr. Cooper from meeting its obligations under HAMP by facilitating loan modifications include the following : a. Mr. Cooper may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default.
b. The monthly service fee that Mr. Cooper, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer.
c. Fees that Mr. Cooper charges borrowers that are in default constitute a significant source of revenue to it. Aside from income Mr. Cooper directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee.
d. Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous.
e. Fixed overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs.
XXXX. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, Mr. Cooper has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. Mr. Cooper delay and obstruction tactics have taken various forms with the common result that my loan serviced by Mr. Cooper, in which im eligible for permanent loan modifications, and have met the requirements for participation in HAMP, have not received permanent loan modifications to which iam entitled.
4. By failing to comply with the California Homeowner Bill of Rights ; specifically, by engaging in the unlawful practice of Dual Tracking, Mr. Cooper has left me in a state of despair and panic as I seek a loan modification from Mr. Cooper, only to have my home wrongfully, oppressively and illegally sold out from under my feet.
We have been in a fighting battle with our bank/ servicer Mr. Cooper for a very long time I mean very long time. We have been trying for a loan mod. recently its getting worse and worse and the bank keep pressuring and not providing an affordable loan mod. that we can afford which will help us keep the home and not throw us out on the streets. So our servicer now is Mr. Cooper and we have sent them many times a request for mortgage assistance forms packet with all documents. Recently we mailed and faxed in a copy of the request for mortgage assistance and all required documentation to be reviewed for a loan modification. Mr. Cooper keeps prolonging this process. Mr Cooper now are saying that have all documents received for a review but they still have our home under a foreclosure sale and recently they said they put the sale on hold but different representatives keep telling us different information one says ins on hold the other says its still on sale but after reviewing and calling the trustee its still on for sale, seems to me some of the representatives are trying to manipulate and get me false information to think that everything is ok but its not according to the trustee nothing has been stopped or placed on hold.
If Mr. Cooper proceeds to sell my home while having a complete request for loan modification review packet then they will be in violation of multiple laws including but not limited to my California Home Owner Bill of Rights Act Mr. Cooper has still placed my home on a foreclosure sale set for XX/XX/XXXX and has not CANCELLED the foreclosure sales until the review and an affordable loan modification and the process has been approved and agreed upon not some {$4000.00} monthly payment that no one can afford but one that is reasonable and that if helping the borrower not a ridiculous sum that will force us to move out. We sent them all documents and are in review at the moment but why have they not yet removed the foreclosure sale.
Thank you.
Company Response: Closed with explanation
2019-02-21
NY
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I paid off my mortgage with mr copper XXXX XXXX XXXX XXXX XXXX, Texas XXXX on XX/XX/2018 it has almost been 1 year and they still have not sent me my lein release for my home. I have called them at least once a month for the past 11 months and they tell me its in with there legal team, I have asked to speak with the team and they say there is know number they can give they will get back to me and they never do. I would like to sale my home but I can not do this with out the release form. I have done my end of the bargain and paid my loan off. I am asking for them to give me what is mine and I get the same answer for the past 11 months. Can you help me please Thank you, XXXX XXXX Ps. I have attached a copy of the paid in full letter claiming my release was on its way to being processed back in XX/XX/2018
Company Response: Closed with explanation
2019-02-21
Dover, DE
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-02-21
Las Vegas, NV
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-21
Dover, DE
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-02-21
Achille, OK
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-02-20
Ridley Park, PA
Trouble during payment process
Mortgage: VA mortgage
Complaint: My monthly mortgage payment will increase by {$600.00} effective XX/XX/XXXX due to escrow. In XX/XX/XXXX, my loan was transferred from XXXX XXXX XXXX to Mr. Cooper Mortgage. XXXX XXXX states they paid my school taxes of {$6000.00} before transferring the loan to Mr. Cooper. Mr. Cooper stated that they paid my school taxes after the load was transferred to them. If both mortgage companies paid, this would have resulted in two payments for the same school taxes ; hence, an overpayment.
Per Mr. Cooper, their escalation department contacted the county to verify how many payments they received for XXXX and the county confirmed that only one payment was received for XXXX. Afterwards, I reached out to Mr. Cooper asking who submitted the payment to the county : XXXX XXXX or Mr. Cooper and Mr. Cooper stopped responding to my inquiries. I have been trying to resolve this matter for sometime. We do not have an additional {$600.00} to add to our current mortgage payment. We understand that mortgage payments can fluctuate ; however, an additional {$600.00} is extremely excessive.
We would have never purchased a home that would cost us an additional {$600.00} per month. This is way out of our budget.
Can you please help us.
Company Response: Closed with explanation
2019-02-20
MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/2019, I spoke with XXXX in the escrow department because I received a letter stating I had a shortage of {$1500.00} in my escrow ( and I know my taxes went up ), and the escrow review statement numbers did not display this shortage accurately, so I questioned the amount. XXXX also could not make sense of the numbers so she said she would request a new escrow review. I never heard back from her and received my XX/XX/2019 mortgage bill which showed my monthly payment to be much higher but I wanted to pay off the shortage once they could explain the numbers to me and keep my monthly bill down. On XX/XX/2019, I spoke with XXXX who informed me that XXXX messed up and never sent for an Escrow review and she too could not explain the math on the original escrow review, at that time, I decided to just pay off my escrow and cancel it with the intent to pay my town taxes directly to my town. XXXX asked for my bank account and routing number and processed my payment of {$2300.00} to close my escrow and informed me my XX/XX/2019 bill is now {$980.00}, which I paid on XX/XX/2019. Today, I receive a letter from Mr. Cooper, ( enclosed ), telling me I was short {$940.00} on my XXXX payment. I explained the above and asked to talk with a supervisor. They transferred me to XXXX, and I am glad the call was recorded. She was not very understanding of my issue, but I explained, the escrow is in the process of being closed and XXXX told me I could just pay the mortgage portion of my XX/XX/2019. XXXX said she could see my escrow was paid in full on XX/XX/XXXX but the process to close my escrow did not begin until XX/XX/2019 - why the 8 day delay? I did not get an answer to this, instead she informed me that I have to pay the full XX/XX/2019 bill of {$1900.00}, ( taxes, mortgage and interest ), which I told her the escrow portion was already paid and XXXX told me on XX/XX/2019, that was not required to pay as the escrow since I just payed it in full. At that time, XXXX said, it does not matter that it is being closed, you need to pay the monthly bill in full until the escrow closing is completed. Then she proceeded to tell me, it won't be closed until after the XX/XX/2019 bill, so I will also need to pay another $ {$940.00} in XXXX as well. That is a total of $ {$1800.00} for both XXXX and XXXX escrow after I already paid it in full on XX/XX/2019. She then told me I will have to wait an additional 10 days to receive my reimbursement of {$1800.00}. She could not help with this as this is the way Mr. Cooper did business. She was very cold and not very sensitive to the fact that I was told to just pay my mortgage portion of my XX/XX/2019 bill, which is what I did. She just said the person who told me that misinformed me. Why am I being asked to pay 2 months of escrow after I paid it in full? She told me if it isnt paid by the end of XXXX, this would affect my credit. I have excellent credit and do not want that to happen, so I am forced to pay {$940.00} today, and will have to wait over a month to be reimbursed. But come XX/XX/2019 I will again have to pay another {$940.00} and then wait 8 days+30days+10 days to only be reimbursed for both XXXX and XXXX escrow payment. This does not see fair - so I am turning to you for help. I am hoping you can help me get this resolved as paying {$2300.00} to close my escrow, ( which I agree with ), but to then be told I have to keep paying my escrow on my XXXX and XXXX bill because it takes that long to close my escrow and then I have to wait 10 days to receive my {$1800.00} reimbursement, puts me in a tough financial situation. Thanks for your assistance with this.
Company Response: Closed with explanation
2019-02-20
San Jacinto, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I am trying to save my house from foreclosure. I have applied for a modification but Mr Cooper has refused to send to the investor. They told me I have excessive obligations, which I do not. They also told me that they could not lower my payment. I am trying to avoid foreclosure, so if my payment goes up, that is ok. I am upset that Mr Cooper did not send to the investor for review and that I had to file a bankruptcy to avoid foreclosure.
Company Response: Closed with explanation
2019-02-20
Foothill Ranch, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: XX/XX/XXXX : received a notice from the County of XXXX stating my property tax payment is overdue. I paid the pending balance due even though I have an escrow account with Nationstar/Mr Cooper.
I subsequently contacted Nationstar/MrCooper to let them know that I paid directly because the county did not get my payment from them. Nationstar stated they sent the property tax payment of {$3500.00} on XX/XX/XXXX.
As of XX/XX/XXXX there has been no payment in the amount of {$3500.00} from Nationstar/MrCooper ( or XXXX XXXX, which is the company who makes the payments on Nationstars behalf ).
I have asked Nationstar to credit back the {$3500.00} they deducted from my account but they have yet to respond back to any of my inquiries.
Company Response: Closed with explanation
2019-02-20
Discovery Bay, CA
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-02-19
Traver, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation