NATIONSTAR MORTGAGE

2019-01-31

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-31

Madison, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-31

Wallington, NJ

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: The company change my payment after refusing the modification in XX/XX/XXXX the equity loan original started with XXXX XXXX XXXX and then it was transferred to nationstar in XXXX. The original loan equity was in XXXX for 20 years can the company change your payment with 5yrs left on the equity loan I don't think so but they yes without explanation ... Hope you can help Not only this time of year again I only ask if they can help after in XX/XX/XXXX I came to know I have XXXX. And this is the help from the company
Company Response: Closed with explanation

Timely Response

2019-01-31

Las Vegas, NV

Incorrect information on your report

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

Account status incorrect
Complaint: I requested a payoff amount from Mr. Cooper to pay off my second mortgage. Prior to requesting the payoff request I paid my XX/XX/2018 payment. My payoff was to be paid by XX/XX/XXXX XX/XX/2018. On XX/XX/218 via wire transfer I made a payment with XXXX XXXX. According to XXXX XXXX case # XXXX the payment was paid on XX/XX/2018. The payment was made to the specific account number indicated on Mr. Coopers payoff quote. Mr. Cooper is claiming that they did not receive the money. XXXX XXXX home mortgage ( the lien holder on my first mortgage ) somehow intercepted the money and credited my first loan. This is currently under investigation. I then made another wire transfer to the same account number with XXXX XXXX XXXX XXXX. The payment was received and credited on XX/XX/2018. Within the time frame that was indicated on my payoff documentation. I contacted Mr. Cooper several times regarding this issue. I informed Mr. Cooper of the initial problem on XX/XX/2018 regarding the transfer. I spoke with XXXX. My loan was paid off in XX/XX/2018. According to my documentation and my payment history I have never been late.
Company Response: Closed with explanation

Timely Response

2019-01-31

NE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I believe our mortgage company, XXXX XXXX XXXX, violated a federal law. They are selling our mortgage, which I realize they have every right to do. However, the tranfer date is XX/XX/2019, and the date I received the notice was after XX/XX/2019 ( I did not collect my mail for a couple of days, but informed delivery from USPS shows it as arriving after this date, likely on XX/XX/XXXX ). Since mail from the company generally takes only a couple of days to receive, I know the letter was not mailed until some time after the date of XX/XX/2019 shown on the letter. Either they just put a random date on the letter, or it sat in their outgoing mailroom for a lengthy period of time. Two days notice of the sale is nowhere near the fifteen required days, and I do not believe a good faith effort was made to notify us in a timely manner. A check which should have gone to the new company was mailed before we even received the notice ( I know we're covered by a 60 day grace period, but I can envision a headache over it ).
Company Response: Closed with explanation

Timely Response

2019-01-30

Franklin, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-30

Nyc, NY

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX, XXXX First of all, thank you, whom ever is reading this. I truly appreciate your service to the people of this country. Here is my complaint : Nation Star reported two allegedly delinquent payments for XXXX and XXXX XXXX to the 3 credit reporting companies related to my mortgage ; Mr. Cooper-Nation Star refused to remove the erroneous reports despite my efforts. The facts : Nation Star obstructed acceptance of my only remaining mortgage payment due on XX/XX/XXXX by failing to draw an ACH payment as it has done for many months. There was no second overdue payment : Nation Star drew the last and only remaining XXXX payment via ACH payment on XXXX XXXX and this completed all payments due ( See Doc. # 2 attached, my XXXX XXXX statement ). Nation Star is therefore responsible for the alleged delinquencies reported to 3 credit rating companies. Please see the attached email from Mr. XXXX XXXX of Nation Star ( Document # 1., XXXX XXXX, XXXX XXXX wherein he affirms that after reviewing the records it does appear that the ( Nation Star ) credit team disregarded the credit correction I submitted for you. He continues : I am reaching out to the head of the credit team to request that we adjust the credit hit since it was our error that caused the payoff to fall late. Nation Star never made the correction. I have already filed two complaints with XXXX about the alleged delinquencies. They remain on all three of my credit reports. FYI : I must offer some history of the details : On XX/XX/XXXX, Nation Star mailed me a notice of payment due for two months mortgage due on XXXX XXXX, XXXX ( which I received on or about XXXX XXXX for {$2400.00} ). Only one month was due to close the mortgage ( for approximately {$870.00}, which was paid on XXXX XXXX with an ( unjustified ) late fee added totaling {$890.00} ) See Doc. # 2, my XXXX XXXX report for XXXX XXXX, XXXX. The billed {$2400.00} figure included an escrow payment already paid by that time and eventually refunded to me. Clearly, Nation Star accounting is incompetent. Furthermore, because Nation Star had drawn ACH payments from my bank for months, I assumed Nation Star would continue to do so for my last mortgage payment due XX/XX/XXXX. I called immediately on or about XXXX, XXXX ( upon receiving the erroneous payment overdue notice ) and spoke to Nation Star representative XXXX XXXX who informed me that Nation Star does not accept ACH payments for the last pay-off mortgage payment if the mortgage closing date precedes the ACH pay-off date. Nation Star never sent me any information or disclosure concerning this payoff strategy ; XXXX agreed that the normal industry standard would be to provide the consumer with 30 days written notice. I would have complied without difficulty had I been notified of this policy. ( Subsequently, XXXX supervisor stated that the company made 3 robot call warnings to me, which I never received. My telephone likely identified the calls as SPAM ; phone calls do not qualify as a proper disclosure ). When speaking with Mr. XXXX on XXXX XXXX, I arranged to pay the last XXXX payment immediately via ACH ( see Doc. # 2. XXXX XXXX statement showing an XXXX XXXX final payment plus unjustified late fee ) to Nation Star ). Mr. XXXX stated that he would see to it that Nation Star would not send delinquent reports to credit reporting agencies. Nonetheless, Nation Star did so and now refuses to remove the record of two alleged delinquent payments. I made several phone calls and have several emails documenting my complaint to them. On XXXX XXXX, XXXX, Nation Star wrote to me stating they would address my complaint within 30 days re : their credit reporting in accordance with RESPA. ( See Document # 4 ). They never fulfilled their legal obligation to do so. Therefore I filed complaints with XXXX in XXXX and XXXX and made several phone calls and emails to Nation Star. As a result, the incorrect information Nation Star also submitted to XXXX and possibly to the other two companies stating that my mortgage was not paid off ( which it was ) was removed BUT the claim that I was delinquent for two months remains. Failure to remove this incorrect information means that Nation Star is causing me financial damages FOR ERRORS NATION STAR MADE. During XXXX and later, as a result of their erroneous reporting, my credit rating tumbled from around 830 to around 740 and below as a result of Nation Stars report of negative, alleged delinquencies. My XXXX report tells me that this happened because of the 2 delinquent payments on my report. I see from your web site that many others have complained about this bank and its credit reporting practices. I have spent hours dealing with Nation Star. This is not fair or legal. Please help! Encl : Document # 1 : email from XXXX of Nation Star, XXXX XXXX, XXXX Document # XXXX ( XXXX pages ) XXXX XXXX, ACH XXXX XXXX, my final mortgage payment drawn by Nation Star on XXXX XXXX, XXXX Document # 3 ( 2 pages ) Mortgage Release, dated XXXX XXXX, XXXX Document # 4 ( 2 pages ) XX/XX/XXXX from Nation Star, promising to respond to my complaint within 30 days re : their credit reporting in accordance with RESPA.
Company Response: Closed with explanation

Timely Response

2019-01-30

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-30

Greece, NY

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-30

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-01-30

WV

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-01-29

Southern Pnes, NC

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Klein, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Antelope, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Spring Hill, FL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Sold home mortgaged by Mr. Cooper on XX/XX/18. Payoff amount of {$230000.00} was wired to Mr. Cooper on XX/XX/18 Mr. Cooper is now saying that they are short money because of insufficient funds in escrow because of a payment made for property taxes. Escrow funds were available and we should have funds refunded to us around {$800.00}. My wife and I have spoken to 4 different people, including a manager and an escalation agent and have gotten no where with their investigations. They do not return calls or emails. The house is no longer under our ownership and this issue is affecting our credit.
Company Response: Closed with explanation

Timely Response

2019-01-29

Roxbury, NY

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

NM

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: This is the second part of the issue with this company. They fixed the first one by adjusting the payment after principle pay down only because I made a complaint to CFPB. But they have not credited me the funds for overpayments for XXXX, XXXX and XXXX.
Company Response: Closed with explanation

Timely Response

2019-01-29

N San Juan, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Baltimore, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Austin, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX - a convention 20 year loan with inception date XX/XX/21, was transferred to Mr. Cooper. My loan payment was drafted half on the XXXX and half on the XXXX. The portion on the XXXX was immediately applied, I accelerated payoff. I got a letter from Mr. Cooper, Your loan is now ours. Promising no changes to my loan. After over an hour on the phone with Mr. cooper, they tell me that they can not offer the same payment conditions and APPLICATION TOWARDS MY LOAN as I had agreed to at origination with XXXX XXXX. This constitutes a material and costly change I did not ask for. Mr. Cooper refused to move my loan back, or apply more towards principal, instead offering my an 'equity acceleration program ' where I could pay more ( duh, don't need a service for that one ). This transfer process offered me no input, feedback or right of REFUSAL which is absurd and now I'm stuck, in a situation where I've been cost money and not made whole by mortgage services. Help my CFPB, you're my only hope
Company Response: Closed with explanation

Timely Response

2019-01-28

NJ

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: Complaint Against Mr. Cooper Mortgage Company Mortgage Assumption Department. Contact Person in Mr. Cooper : XXXX XXXX-Research Associate, Assumptions. Phone ; ( XXXX ) XXXX Research reference # XXXX Loan # XXXX On XX/XX/XXXX, we started a process for a Mortgage Assumption, we sent every document requested. On XX/XX/XXXX they requested us an insurance policy for the house, we got a quote with my name in the main document and we sent it to them. they replied that in the policy should be me and my husband. The insurance company said that we need to buy the insurance if we need both names to show up in the policy. then we decided to buy it because we thought the process will take one or two more months. But it was not like that. At this time, we still paying for home insurance for a house that is not under our names. we paid approximately {$1700.00} for this home insurance. Also, sometimes they requested a document that we already sent it. On XX/XX/XXXX, we sent a complaint letter to them included in one of the XXXX packages requested for them, but we never received any answer about this letter. Our contact in Mr. Cooper Mortgage Assumption program was Mrs. XXXX XXXX ; her phone number is XXXX. Also, one time we received a letter from mortgage assumption Department signed as a XXXX XXXX. I tried to contact Mrs. XXXX one time, but she replied that our contact was only Mrs. XXXX XXXX. Sometimes I sent documents to XXXX per email, and she did not deliver to the Assumption Department, because later I received a mail letter asking for documents that already sent it to Mrs. XXXX. On XX/XX/XXXX, we sent documents requested for Mrs. XXXX and then she said that our case will send it to underwriting department, but then on XX/XX/XXXX, 3 months later, we received an email from Mrs. XXXX requesting more documents. We though back in XX/XX/XXXX, we are going to close in XX/XX/XXXX, but it was not like that. On XX/XX/XXXX, after months and months of sending the same documents over and over, we received an email from Mrs. XXXX " XXXX good day! Your case has sent to underwriting. Thanks, XXXX ". We were so happy but guess what, they take 5 months and 11 days to contact us with the news that our application expired and we need to start over. On XX/XX/XXXX, we received a call from XXXX, a representative from Assumption department saying that our application is expiring, then they will close the current assumption process. My husband asked her why no one calls us in months or send an email or even a letter ; why XXXX did not call us? and her answer was " I don't know why she did not call you, they just asked me to call you ''. XXXX said that we will receive a letter informing us what is the next step. We received the letter on XX/XX/XXXX, but, was basically the same information that XXXX said to my husband. Then we need to start from zero, after almost 2 years of the process after sending every document requested for them. These showed us that some members of Mr. Cooper Assumption Department were not doing the best for Mr. Cooper customers. Making look Mr. Cooper Mortgage company as a bad option from American families.
Company Response: Closed with explanation

Timely Response

2019-01-28

Columbus, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-28

Plymouth, FL

Incorrect information on your report

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

Account status incorrect
Complaint: Mr. Cooper is the primary mortgage lender for our house. My wife and I filed for chapter XXXX bankruptcy in XX/XX/XXXX and received our discharge for completing the plan in XX/XX/XXXX. In short while under protection of the bankruptcy court, Mr.Cooper has reported that we had late or missing payments from XX/XX/XXXX through XX/XX/XXXX on our XXXX credit report. At no time in the 15 years that they held our mortgage, were we ever late or had missing payments. We have made several phone calls and logged many hours trying to resolve this issue with no results.
Company Response: Closed with explanation

Timely Response

2019-01-28

Traver, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-27

MD

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response