NATIONSTAR MORTGAGE

2019-02-13

MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Seterus reported that I was late on my mortgage on XX/XX/XXXX and XX/XX/2018, which was not true. I mailed the cancel checks to them in XX/XX/2018. I spoke with a Rep, XXXX XXXX he stated that he would correct the record and report it the credit bureau. This is did not happen! I called back in XX/XX/2018 and spoke with XXXX XXXX which told me that the letter to the credit bureau was mailed XX/XX/XXXX. This is still on my credit report to date. I just received a email from XXXX that my XXXX payment was not made or late. I called Seterus and spoke a woman named XXXX she told me that my payment for account # XXXX was put on my other account # XXXX, She corrected the payment and said she would again send a letter to the credit bureau. I have requested copies of these letters which I was told that they would be mailed to me. I have not received any letters from Seterus to date. Saturday XX/XX/XXXX I received a another letter stating that I was in default on my mortgage payment ( # XXXX ). Seterus is the worst company I have ever dealt with in my entire Life. Thanks XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-13

Gentilly, LA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-13

Freestone, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-13

Los Gatos, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-13

Glenn Heights, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-12

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-12

Aurora, CO

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-12

MI

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, my husband and I closed on the sale of our home. XXXX XXXX had received a mortgage payoff quote from Mr. Cooper on XX/XX/XXXX good through XX/XX/XXXX with an estimated closing date of XX/XX/XXXX. Upon closing, the title company overnighted the payoff amount of {$100000.00} to Mr. Cooper, verified with a receipt and signature. On XX/XX/XXXX, I received a phone call and email from Mr. Cooper. Upon returning the phone call, I was told that our payoff was short. I immediately contacted our realtor who assured us that the payoff was not short. I was later informed by our realtor that XXXX XXXX had already spoken with Mr. Cooper the previous week and they were told that the property taxes had been disbursed on XX/XX/XXXX despite documentation that the taxes were paid upon closing ( check was received by the township XX/XX/XXXX and cleared XX/XX/XXXX ) and payoff funds were received XX/XX/XXXX. Additionally, the payoff quote gave an estimated escrow disbursement date of XX/XX/XXXX. XXXX XXXX was informed that the payoff would be backdated and Mr. Cooper would hold the funds until the property tax check returned from the township. Upon speaking with Mr. Cooper on XX/XX/XXXX, XXXX XXXX was assured that no negative reporting would occur to the credit bureaus as a result of the error. On XX/XX/XXXX, after repeated collection calls from Mr. Cooper despite being told they would cease, I spoke with Mr. Cooper personally regarding the issue. I was told that the short payoff had nothing to do with property taxes ( even though it did ) and that we needed a new payoff quote despite being told that it would be backdated. I was told that we were short {$950.00}. After speaking with the title company again on XX/XX/XXXX, we were once again assured that the payoff was not short and the township had sent the property tax refund check back to Mr. Cooper on XX/XX/XXXX. On XX/XX/XXXX, I received another collection call from Mr. Cooper. I was told that the check had still not been received. After speaking with XXXX XXXX again and being reassured that the check was sent on the XXXX, I called Mr. Cooper again. This time, I was told that it was received XX/XX/XXXX and that the payment should be applied by XX/XX/XXXX. After checking our Mr. Cooper account on XX/XX/XXXX and seeing that the property tax check still had not been applied, I spoke with Mr. Cooper again. After speaking with multiple representatives, I finally spoke with a representative in the escrow department who could see that the payment had just been applied XX/XX/XXXX but insisted that the payoff was still short and we would need a new payoff quote. I attempted to explain that the payoff was supposed to be backdated per Mr. Cooper 's previous assurances to no avail. The new payoff quote included daily interest of {$11.00} from XXXX. Considering original payment was received by Mr. Cooper on XX/XX/XXXX, this included {$620.00} of interest that we should not have been responsible for and would have been enough for the payoff to not be considered short. Mr. Cooper agreed to waive the {$21.00} late fee, but would not backdate the payoff as promised. After speaking with XXXX XXXX on XX/XX/XXXX, they decided to pay the extra interest to resolve the matter as Mr. Cooper had been so difficult to deal with throughout the whole process ( including hanging up on the title company twice that day ). The check was sent to Mr. Cooper on XX/XX/XXXX. Upon checking our Mr. Cooper account on XX/XX/XXXX, it finally showed as the loan was paid. However, the same day, a 30 day delinquency was reported to the credit bureaus despite promises/assurances that this would not be reported due to the ongoing resolution between Mr. Cooper, XXXX XXXX, and the township. I filed a report with the XXXX XXXX XXXX, to which Mr. Cooper responded that they apologized that " [ we ] were misinformed about the credit reporting practices. '' They changed the status of the XXXX payment to " No Data '' on 2 out of 3 credit bureaus ; however, it still shows up as negative information on XXXX and XXXX and our scores are still affected. Mr. Cooper also attached a payoff quote from XX/XX/XXXX to justify their response despite the fact that we very clearly had a payoff quote from XX/XX/XXXX and closed on XX/XX/XXXX and they received the funds XX/XX/XXXX. Considering we haven't been late on a single payment for any account in close to 10 years, this is significantly affecting our credit scores despite the fact that we were not at fault for this issue. There was also approximately {$850.00} in escrow that should have be refunded to us ; however, in Mr. Cooper 's response to the XXXX report, they informed us that they only refunded {$670.00} on XX/XX/XXXX, which we still have not received over 2 weeks later. Also, the amounts that we were supposedly " short '' changed multiple times throughout the month we were attempting to resolve the issue. Originally it was {$950.00}, then roughly {$850.00}, then {$560.00}. In the XXXX response, they stated we were supposedly only {$250.00} short, which was never an amount mentioned previously, and that the loan had been paid XX/XX/XXXX and just not posted until XX/XX/XXXX, despite no additional funds coming in at that time and previous documents not stating this. The check that XXXX XXXX sent to cover the " shortage '' since they refused to backdate the payoff as promised has still not been cashed or returned but yet the loan is paid off. This whole entire situation has been a mess. Everyone told us a different story at Mr. Cooper. I don't know which version is the truth, but I know that we should not be held liable something out of our control.
Company Response: Closed with explanation

Timely Response

2019-02-12

Hack, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

N Hollywood, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Orion Twp, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: PLease help I am trying to save my home My husband very sick i been spending most of my time taking him in and out of the hospital this making my work and income slow. I want and need to catch up on my family home we have lived and made payments on this home since 2005. Please help me work with Mr Cooper and XXXX XXXX to save my home.
Company Response: Closed with explanation

Timely Response

2019-02-11

Harsens Is, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, I am making a complaint against " XXXX XXXX XXXX d/b/a Mr Cooper ''. Starting XX/XX/2018, this mortgage company bought my loan from my previous mortgage company. During my length of mortgage with my previous loan servicer, I always paid through the telephone auto pay system without incurring any pay by phone charges, as I prefer this method, for security reasons, and do not wish to use the internet pay option. I have other bills like, electric, auto loan, cable provider, and others who do not charge any fee for using the telephone auto payment system. However, this new mortgage company XXXX XXXX XXXX d/b/a Mr Cooper charges a {$14.00} to {$19.00} fee to the customer which I find very troubling and possibly a breach of contract. They claim, they use a third party for the telephone pay service. I told them whether they use a third party or not, it is not the customers responsibility to pay any fees associated with using the pay by phone system should the customer elect to use this system. I wrote two letters to them requesting them to change their policy where customers should not be charged any fee for using the pay by phone system. I consider this corruption and extortion. The customer has a right to use the pay by phone free of charge. Furthermore, I told them, I did not request my mortgage to be bought/transferred. Since they bought my loan, then they are obligated to provide equal or better service as the previous loan servicer. Charging the customer the pay by phone service is definitely not better service. This company needs to be investigated for wrong doing and they should correct the pay by phone policy as mentioned above. Thank You
Company Response: Closed with explanation

Timely Response

2019-02-11

FL

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Saratoga, CA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-02-11

Sebring, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Key Biscayne, FL

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Hinsdale, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I applied for a loan modification in late XXXX after my divorce. I began the process and submitted necessary documents in XXXX. I kept having to resubmit documents however they collected everything in XXXX and I was notified in early XXXX that the modification was rejected I called for a reason on XX/XX/XXXX and rep advised that It was rejected because my loan was not eligible until XX/XX/2019 for an modification so I wasted 6-7 months working and waiting on something they knew was not possible and never advised me until it was too late
Company Response: Closed with explanation

Timely Response

2019-02-11

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Macclenny, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, MrCooper received my qualified written statement ( written XX/XX/XXXX and acknowledged it on XX/XX/XXXX ) regarding Force Placed Flood insurance on my home. FEMA updated the maps in our area on XX/XX/XXXX but our portion of the zone was re-validated from prior XXXX submitted by the developers of our neighborhood in XXXX. All this information was sent to MrCooper, but MrCooper still paid the Force Placed Flood insurance on XX/XX/XXXX iao {$1900.00}.
Company Response: Closed with explanation

Timely Response

2019-02-11

W Des Moines, IA

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-11

Fort Worth, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Approximately XX/XX/XXXX I refinanced my house with Nationstar. Original amount was approximately $ XXXX when I bought the house in XXXX. When I refinanced the property I was told that PMI would still apply, which I understood. The market I am in has gone up quite a bit and the house is now sitting above $ 170k. What I was told when I spoke with Mr. Cooper ( was sold off from Nationstar ) - was that even though I am at less than 80 % of the original XXXX amount, that the new original amount that I must have 80 % LTV is now the refinanced rate of XXXX approximately. I currently owe less than $ XXXX. I'm trying to figure out if I have recourse, to not have to pay from $ XXXX {$650.00} to get an appraisal for this property, when the value of the property when I refinanced it was clearly researched and they had to have a dollar value assessed other than the XXXX. I feel like this is a game they are playing to get money out of me, for wanting to utilize my right to remove the Mortgage insurance. I was told originally that they had findings that didn't require a paid appraisal. If that's the case, then my question is, what were the findings?
Company Response: Closed with explanation

Timely Response

2019-02-11

Newnan, GA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I have spoken to several representative in both escalations as well as customer relation as well as customer service. I am extremely disappointed in the issues I have been having since I was just transferred to Mr. Cooper. It seems that each representative has their own different interpretation of the Mr. Cooper Transfer Guarantee that I find to be a very disturbing. I have spoken to several teams members, who say they have made notes on my account. My account was official transferred to Mr. Cooper on XX/XX/XXXX. I arrived back in the country from my XXXX/XXXX XXXX Vacation While on my vacation, my mother sent a payment to my mortgage holder. When I came back and found out about the transfer I had my mother cancel payment. I was told by a representative with Mr. Cooper that I could have an investigation started in which I declined because my mother canceled payment. I gave the wrong payment account, however, I was advised that the XX/XX/XXXX, and XX/XX/XXXX would not be reported delinquent, access late fees due to the transfer, messages relayed to me, and then of course the Mr. Cooper Guranteed. I was very disappointed to receive that a verification of mortgage was sent stating that XX/XX/XXXX and XX/XX/XXXX was delinquent. I was promised that I was not delinquent and if I made payment by XX/XX/XXXX ( in which I made two payments ).
Company Response: Closed with explanation

Timely Response

2019-02-10

CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We have evidence of mortgage fraud being committed. In the attachments to this complaint, see the first page of a Deed of Trust dated XXXX ( NationStar ), and take note of the borrower 's address and his designation as 'an unmarried man '. It is a matter of public record that he was married in XXXX ( we lived here and rented from him at the time ) and it is easily shown that his primary residence has been with his wife in XXXX XXXX, CA since at least the time of their marriage. He and his wife come on weekends sometimes and stay downstairs in the garage apartment. No more than 20 to 25 % of any given year. Part of his scheme has been to compell us under an implied threat to our tenancy to supply him with a print out of our utility bills which we pay the entirety of. He has said he uses them on his taxes ( tax fraud? ) to falsely establish that this is his primary residence. I have a video of him telling me to do this in the context of signing a new addendum to the lease ( attached ) which we politely contested ( attached ). He has bragged to my partner/co-lease holder once when I was 'late ' getting him the print out, that, as owner, he had gotten them anyway. He also had the water bill changed over to his name. This is our predicament. We love this place very much and take good care of it. As a professional XXXX and XXXX I have redone the entire grounds surrounding it and made a lovely garden. So we do not wish to be evicted, but nor do we want to be complicit in his fraudulent activity. And since he has indicated that he will use our utility bills whether we like it or not, we are seeking help and/or advice as to putting a stop to this. Thank-you for your concern
Company Response: Closed with explanation

Timely Response

2019-02-09

Turners Sta, KY

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-08

Jamaica, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response