NATIONSTAR MORTGAGE

2019-02-04

Cleveland, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-04

Santa Ysabel, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: As explained below, I believe Mr. Cooper fraudulently and intentionally sold me a loan by intentionally excluding school taxes from the monthly escrow payment and leading me to believe the refinance would consolidate an existing credit card bill. Additionally, due to their error our XXXX school taxes were not paid and the Title Company is holding the payment hostage until it receives $ XXXX in penalties incurred as a result of their/Mr. Cooper 's faulty work. Beginning XX/XX/XXXX, we had a mortgage on our home through Mr. Cooper ( formerly Nationstar Mortgage ). During the life of our loan, our escrow included our township 's school taxes. In XX/XX/XXXX, we began the refinancing process with Mr. Cooper. I identified to Mr. Cooper that the sole purpose of the refinance was to lower our monthly payments. The Mr. Cooper representative sold me a refinance that would result in consolidating a credit card bill of {$5100.00} with our new mortgage. The resulting monthly payment would be less than our prior monthly payment. Based on these representations, we closed on the refinance on XX/XX/XXXX. In XX/XX/XXXX, I received a letter from my Township tax collector that our XXXX school taxes had not been paid and would be considered delinquent if paid after XX/XX/XXXX. I immediately contacted Mr. Cooper and learned that the taxes should have been paid as part of our closing costs, however, the Title Company submitted the tax check to the wrong township. As a result of the late payment, there were late fees incurred. Mr. Cooper told me in XXXX that it would pay the penalties. I obtained the updated amount owed from our tax collector and provided that to Mr. Cooper prior to XX/XX/XXXX. Despite this, Mr. Cooper sent the wrong amount to the township ( less than what was owed ), resulting in the township rejecting the tax payment. Now there have been $ XXXX in penalties applied and my taxes are marked as delinquent. The Title Company is telling me I am responsible for paying the late penalties and that it will not pay the taxes until it receives the additional funds. Mr. Cooper has failed to respond to my repeated emails and calls on this new issue. What is worse, Mr. Cooper wrongfully took the delinquent tax money out of my escrow account ( rather than the closing funds ) and told me that it was my responsibility to get the money back from the Title Company. Now I am caught in the middle of their dispute, which only resulted from their sloppy work in sending the tax check to the wrong township. During this tax debacle, I also learned for the first time that despite school taxes being part of our escrow payment for 7+ prior years, our refinance does not include taxes in our monthly escrow payment. This will result in our escrow account being {$5000.00} short, which Mr. Cooper is telling me I am responsible for figuring out. The representative I spoke with in XX/XX/XXXX told me that the person from Mr. Cooper who sold us the loan intentionally omitted taxes from the escrow so that we would have a lower monthly payment but also intentionally did not inform me of this. The estimated new monthly payment with taxes included in escrow will result in a HIGHER monthly payment. Additionally, despite being told this refinance would consolidate our {$5100.00} credit card bill, that was not the case. I received {$3400.00} in cash at closing, which the Mr. Cooper representative told me was to use " as I saw fit ''. What I am now told he meant was that those funds were meant to represent the debt consolidation. Even if I was supposed to read between the lines of his statement, the amount we received at closing was {$1600.00} short of the full debt consolidation amount I was promised.
Company Response: Closed with explanation

Timely Response

2019-02-04

NE

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Our house that was attached to this mortgage had been closed in XX/XX/XXXX and transferred to the new owner. The company has held onto the funds for 1 and a half months and have continuously told me Ive needed to pay to get the loan closed out so it is no longer in my name. Ive paid a total of {$1300.00} out of my own pocket after the funds had been sent for the payoff. The loan is now showing past due and reporting to my credit and as being severely delinquent. The loan is still showing Unapplied funds since XX/XX/XXXX and they reversed a payment of {$1000.00} but havent refunded it or applied it towards the loan
Company Response: Closed with explanation

Timely Response

2019-02-04

Strasburg, VA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Mr. Cooper wrote me to move out of my house because they can not modify the loan modification I applied for in XX/XX/XXXX. They gave me many options to choose from which included Short Sale and I choose Short Sale. I hired a Real Estate Agent to contact Mr. Cooper to ask for approval for the Short Sale. Mr. Cooper approved the Short Sale and instructed my Real Estate Agent what to do. My Real Estate Agent did exactly what Mr. Cooper asked my Agent to do, including putting a Lock Box at the front door.. Then we gave Mr. Cooper an offer and it was rejected because Mr , Cooper said the offer was too small. In the letter Mr. Cooper wrote me, it said they will take any offer no matter how small. Also Mr Cooper asked me to move out of the house as soon as possible which I did. I moved out out of the house on XX/XX/XXXX. Before I moved out of the house Mr. Cooper arranged with a firm to come to take the picture of the house. A representative from the firm came and took the picture of the inside of the house. On XX/XX/XXXX my Agent told me she got an email from somebody who said he has bought the house at the auction sale that was scheduled for XX/XX/XXXX and XX/XX/XXXX by Mr. Cooper Short Sale Department. Up till this time XX/XX/XXXX the house was in perfect conditions. I called Mr. Cooper Short Sale Department on XX/XX/XXXX to request for a relocation fee. I spoke to one Mr. XXXX of the department who told me that only my Real Estate Agent can do such a request, and not the home owner. I also told Mr XXXX that I have moved out of the house and M r. Cooper should speed up taken over the house. I also told Mr. XXXX that the house has been bought at the Auction Sale. He told me that he was not aware that someone has bought the house. On XX/XX/XXXX I got a call from the XXXX County Sheriff that he was at my house. The Sheriff told me the front door of the my house was opened when he got to the house and the house is badly damaged by water. He said that the sprinkler were on and the house was flooded and windows were damaged. My Agent has already arranged to call Mr. Cooper Short Sale Department on the XX/XX/XXXX to request for a relocation fee for me and then this happened. I smell a rat here. My suspicion is either Mr. Cooper has something to do with this or the the person who emailed my Agent that he has bought the house has something to do with it. This e-mail was unsolicited. I could be wrong. I have lived in this quiet affluent community for 12 years and this sort of thing has never happened all the 12 years I lived there. Also it happened just when I am handing over the house to Mr. Cooper. I don't know what is going on. I am confused. Please I need help.
Company Response: Closed with explanation

Timely Response

2019-02-04

Danbury, NH

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-04

Strasburg, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This company took over my mortgage in XX/XX/2018 and has been completely negligent in their handling of my escrow and homeowner 's insurance from day 1. They overpaid HUD, shorting my escrow and thus calling for an increase in my monthly payment. Then they overpaid ( TWICE ) my homeowner 's insurance, again shorting my escrow and trying again to raise my mortgage payments. NOW they have underpaid my mortgage insurance premium by {$13.00} to XXXX XXXX, risking my home not being insured which would put my FHA mortgage at risk. I am 100 % sure they are doing this in an attempt to force my mortgage into one of their insurance programs to try and steal more money from me. This company needs to be put out of business. Their business practices put people 's homes at risk and are obviously meant to try and make their books look like they have higher mortgage payments coming in than they really do.
Company Response: Closed with explanation

Timely Response

2019-02-04

Hayfield, VA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-03

Jacksonville, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, Hurricane Irma impacted much of Florida. Unfortunately, my home was located in the disaster area. The house had some damage from the high winds and flooding. In XXXX, I decided it was in my best interest to take the forbearance offered by my mortgage company, XXXX. Upon contacting them, I asked many questions, including what would happen when it came time to pay back the months that I missed during the forbearance, questions about remodification and timelines associated with it, as well as penalties that might occur after accepting, such as how it might affect my credit score. The gentleman I spoke to explained the process of remodification to me, stressing that if I chose to do it that the missed payments would be added and the entire loan would be recalculated and revised. I was assured that there would be no issues, no credit penalties and a remodification would take between one and three months to complete. The first issue with XXXX occurred when the company failed to send the forbearance packet. I received a call from XXXX 's Loss Mitigation Department in early XX/XX/XXXX stating that my payment was late. I explained to them that I had called and asked to be put into the forbearance program due to Hurricane Irma and once the customer service agent looked at the notes, it was determined that the gentleman I spoke to had neglected to send me the paperwork that I needed to complete to successfully be entered into the program. About three weeks later, I received the paperwork and promptly filled it out and sent it back. The paperwork should have been received by the end of XXXX. After two months ( now XX/XX/XXXX ), I began making payments to XXXX again and opted to enter into a remodification of the entire loan. Everything seemed to be going smoothly, until I did not receive the letter of notification that my loan had been accepted for remodification. At that point, I was still paying my normal payment of {$930.00}. By the end of XXXX, I received a call stating that because I wasn't making the remodified payment - that I was not aware of due to not receiving the notification that XXXX said they sent, XXXX ASSUMED that I declined it. It was at that point that the first modification, according to the company was deleted. Shortly thereafter I began receiving calls from collections. Every other day, sometimes every day for weeks ( and weekends ) I was talking to customer service representatives - never the same one - trying to collect a now {$3000.00} debt. However, throughout, I continued calling the company and making payments, and I paid whatever the agents told me to, every month. Finally, in XX/XX/XXXX, the company agreed to begin the remodification process again. I filled out the paperwork for a second time, and again, somehow someone deleted the remodification yet again. Once more, the collections calls began, the different customer service agents calling me not knowing what was going on with my account. And yet, I continued to make full payments because I wanted them to see that I was trying in good faith to catch up. In XX/XX/XXXX, after a series of collections calls, I was informed that the modification was " in process ''. I thought that this would be the end of all the issues. It wasn't. Collections calls persisted and it seemed like one hand didn't know what the other hand was doing. In XX/XX/XXXX, I received one more remodification packet in the mail from XXXX. This one had to be notarized and sent back within seven business days. I completed the packet, yet again, and in XX/XX/XXXX, I was informed that the remodification was settled and given the new monthly payment amount of {$970.00}. And I was still paying monthly in good faith. XXXX and XXXX go by with no issues - or so I thought, until I received a call that the remodification was in process, but not finalized, and that as of XX/XX/XXXX, XXXX was selling my loan to another servicer, Mr. Cooper ( Nationstar Bank ). I was assured that the remodification would continue and would go through even though the transfer was happening. They promised that all account information would be provided to Mr. Cooper, that no penalties would affect my credit, and that all information associated with my account would be provided to them within 60 days. I kept making payments to Mr. Cooper In XX/XX/XXXX, a year after this began, the collections calls began from Mr. Cooper. The indicated they had not yet received the account information from XXXX and could only " see '' that there was an active remodification in process, but could provide no other information. In XX/XX/XXXX, I received a call from my personal loan specialist, XXXX XXXX, at Mr. Cooper, informing me that the modification had gone through and told me my new payment would be {$990.00}. Mr. XXXX instructed me that if I had any questions to call him back at ( XXXX XXXX XXXX. On several occasions, I attempted to call him and he was not available and did not have voicemail. It was my intention to make sure that the remodification was, if fact, complete, but Mr. XXXX never seemed to be in the office. On Wednesday, XX/XX/XXXX, I received a call from XXXX at Mr. Cooper confirming the new payment amount and assuring me everything with the remodification was finally complete and had gone through. I was relieved that this year-long fiasco was over. That is until Friday, XX/XX/XXXX, when XXXX called again and said that although the remodification was complete that in order for it to go through that I had to pay {$2900.00} + XXXX 's payment to bring the account up to date by XX/XX/XXXX, and that if I couldn't make that payment that they would have to begin the foreclosure process. I was absolutely devastated because there is no way I can make that payment. I asked if there was anything they could do and they said no. The only way to ensure keeping my house was to make that {$3900.00} payment to finalize the remodification - and only giving me 15 days to do so. After all that I have been through, I believe I was wronged - not just by XXXX, but also by Mr. Cooper. Through a series of mistakes on both companies ' parts, I could lose my house. I am being punished for {$4000.00} and errors that I didn't make! There has got to be a something that can be done. I am willing to do whatever necessary to keep my house. I deserve that after a year and almost four months of suffering through someone else 's mistakes. There has got to be some way that they can work with me. And the icing on the cake is that now MY CREDIT HAS BEEN AFFECTED! XXXX has posted to my credit that I am 3-6 months behind and my credit score has been affected - which I was PROMISED would not happen due to taking the forbearance. XXXX isn't even my mortgage loan holder anymore - how is that possible? Had I known when I took the forbearance what would lie ahead, I would have never taken it. Things like this should NOT happen to people who try to do the right thing in life. I would NOT recommend this for anyone, no matter the situation. And if it happened to me, it has happened to others.
Company Response: Closed with explanation

Timely Response

2019-02-03

Nederland, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-03

IA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Ive own my home for 9 years and the payment has been ridiculous because of the pmi. 2years ago i had a conversation with lender about getting the pmi removed and they told me over the phone that XX/XX/2018 it would drop off. It has not and cost me XXXX extra a month. All they do is deny any conversation when i had written everything down the day of the conversation. Ive always been on time wth payments just seems as if my balance never moves. PMI is a joke.
Company Response: Closed with explanation

Timely Response

2019-02-03

Cadwell, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The company, Mr Cooper took over my mortgage from Nationstar in XXXX of 2018. They lost my XXXX payment, added property tax to an escrow without my consent and have completely lost track of my payments, due to the most complicated accounting math I have ever seen. I have NEVER missed a payment. They have added late fees & service charges to my bill. I have been trying to resolve these issues with Mr Cooper for 11 months with NO success. The huge number financial papers they have sent me will require a CPA to decipher. I have submitted my bank records showing proof of my regular payments. I have made dozens of phone calls trying to correct these problems. I have all required documentation showing the ridiculous data they have listed on my account, saved. I can mail, email, Fax, what ever is needed. NO regular person would be able to understand these financial statements. They have lost track of there own complicated mathematical process and continue to harass me via constant phone calls & emails. They stole my payment and want to charge me for being a payment behind. I have never had a problem with a loan in 45 years. Mr Cooper is the WORST company I have ever dealt with. Your assistance would most appreciated!
Company Response: Closed with explanation

Timely Response

2019-02-02

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have previously filed a complaint no. XXXXMr Cooper responded to us via us mail.But again their explanation was full of inaccuracies and false information.They haven't updated their system with any current information and instead are using information provided by them by the previous lender. The person in charge of the escrow review is not responding to voice mails.Her name is XXXX XXXX XXXXShe 's the one that responded to the complaint using fraudulent numbers from previous lender. My husband and I spoke to an escrow supervisor on XX/XX/19 and we asked him to escalated our issues to upper management.We haven't heard from anyone. I feel that MR. cooper is committing mortgage fraud and are using misleading information to collect additional escrow without gathering the precise numbers.They are using insurance and taxes amount due for my property that aren't right.Furthermore they are lying to me as well regarding where they are getting these numbers. Perhaps they do not understand that mortgage fraud is a crime. I can not understand why the CFPB allows these companies to commit fraud and get away with it. Ii advice them that either resolve this matter correctly or I will contact my local FBI office and escalate the issue.After all mortgage fraud is a federal crime.Maybe your office can escalate this matter to them as well since Mr.Cooper is not been straightforward with my problem.
Company Response: Closed with explanation

Timely Response

2019-02-02

NM

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: The problems with this company are continuing. History and previous complaints made : 1. Originally did not credit over {$35000.00} principle pay down and took out 3 regular payments after pay down. This was finally corrected. 2. Next complaint was for not crediting us for the three overpayments. This was finally corrected ; however, they have now credited my MORTGAGE account {$1100.00} and taken out my XXXX payment. So in other words, they are still using my money to make for their company money. If this happened to at least 1000 other people ... that is a lot of money, over {>= $1,000,000} they are making off their current customers for not returning funds appropriately. Do they really think their customers are that dumb?
Company Response: Closed with explanation

Timely Response

2019-02-02

OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On Friday XX/XX/XXXX I received a letter from XXXX that they were turning the servicing of my account to XXXX XXXX XXXX d/b/a Mr. Cooper effective XX/XX/XXXX. The letter further states that XXXX must notify me 15 days in advance of this transfer. The letter is dated XX/XX/XXXX which is 13 business days prior to the XX/XX/XXXX transfer date. If they created the notification on XX/XX/XXXX and then mailed it its not possible that I would have even received it within 15 days of my transfer date.
Company Response: Closed with explanation

Timely Response

2019-02-02

Moapa, NV

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Hinkley, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Bellaire, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Houston, TX

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Blackfoot, ID

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

Timely Response

2019-02-01

Duncan, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Duncan, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-01

Sacramento, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-31

Seligman, AZ

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-01-31

Foothill Ranch, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX This complaint is in reference to : Mr. Cooper Mortgage Co. ( formally Nationstar Mortgage LLC ) Attn : Consumer Financial Protection Bureau ( CFPB ) To Whom It May Concern : I am writing to dispute a late fee of {$83.00} that was included in my final mortgage payment. On XX/XX/XXXX, Mr. Cooper Mortgage Co. Received my payment of {$1600.00}. This was the total amount due on my final mortgage loan statement. Per the statement ( enclosed see First Mortgage Statement ) late fees were to be imposed if payment was received on or after XX/XX/XXXX. On XX/XX/XXXX, I received notification from my bank stating that this payment was not cashed and returned to my bank account. On XX/XX/XXXX, I was in contact with a customer service representative from Mr. Cooper Mortgage Co. in reference to a second mortgage statement I received for {$3400.00} ( enclosed see Second Mortgage Statement ) and according to the Mr. Cooper customer service representative was an error. During that conversation, I was told she would email me the corrected statement. On XX/XX/XXXX, I received ( via email ) from the Mr. Cooper Mortgage Co. customer service representative, a third mortgage statement ( enclosed see Third Mortgage Statement ) with a {$83.00} late fee ( and a $ XXXX County Recording Fee ) for a total of {$1900.00} and was told this was to be wired ( as indicated on the statement ) to Mr. Cooper within 48 hours or there would be another late fee imposed on my account. On XX/XX/XXXX, I wire transferred the total amount of {$1900.00} to Mr. Cooper per the instructions to avoid a second late fee. In working with the Mr. Cooper customer service representative, I was told that a request was made to remove the late fees and once the final payment was made, I would receive a check in the amount of {$83.00}. I never received the check and contacted a second customer service representative. A second request was submitted to reimburse me the {$83.00} and again, I had not received the check. On XX/XX/XXXX I spoke to a supervisor who informed me that because the loan had been paid off, I would not be reimbursed the {$83.00}. On XX/XX/XXXX Mr. Cooper Mortgage Co. received from me a correspondence describing the order of events described here. They have responded with a letter ( enclosed see Response from Mr. Cooper ) by stating that the late fee was valid due to the XX/XX/XXXX payment ( although it clearly states the late fee would be imposed if the payment was received on or after XX/XX/XXXX ) and I would not be reimbursed the {$83.00}. Mr. Cooper Mortgage Company received my final mortgage payment on XX/XX/XXXX fourteen days prior to the late fee date of XX/XX/XXXX and I wire transferred the second payment within 24 hours of receiving it and feel it is only right that I get reimbursed for the {$83.00}. Can you please assist me in resolving this issue? Sincerely
Company Response: Closed with explanation

Timely Response

2019-01-31

San Diego, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response