NATIONSTAR MORTGAGE

2019-01-27

Garrett Park, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The mortgage company is charging my mortgage account with an unauthorized charge of {$37.00} monthly for an unauthorized optional service. The mortgage company is unable to provide me information as to who they are paying this monthly charge to, what is the optional service account number and what is the payment recipient 's contact information for me to remove the monthly charge from my mortgage account. This has been going on for several years now. And now, the mortgage company has started charging me monthly interest on my non-payment of this disputed monthly optional service charge. I need your help in having the mortgage company remove the {$37.00} monthly charge from my account and the interest on it. I have been trying to resolve this issue with the mortgage company for years now. Please help. Thank you PS My mortgage payments are never late. Most of the times, my mortgage payment is made earlier than the due date.
Company Response: Closed with explanation

Timely Response

2019-01-26

Country Club Hills, MO

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-01-26

Anaheim, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

Conyers, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

San Jose, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

Indianapolis, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

Houston, TX

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: On XX/XX/XXXX I submitted a claim to my insurance company, for roof damage by a storm. By XX/XX/XXXX the claim was settled, I then submitted the check to XXXX XXXX because I have a Reverse Mortage on the house, all documentation has to be submitted tot hem for a 2nd time because they received it before the inspection was done by their inspector. 2 1/2 weeks later they sent the first check back to me indorsed. The contractor submitted an invoice for supliment work inside the house, XXXX XXXX XXXX XXXX sent a check for the completion of the work on XX/XX/XXXX. This check included the depreciation amount, XXXX XXXX sent the inspector out a second time, the report stated that the work was 100 percent complete. They have repeatedly come up with a reason or excuse to not to indorse the check therefore I can not pay my contractor. It is now XXXX XXXX XXXX I either called them or received calls from them daily with reasons they come up with not to endorse the check. At this point the contractor is considering a lean against the property because of delay of payment. The insurance company has been supportive of me and the frustration of dealing with XXXX XXXX. They continue to lie about additional documentation saying that it has been sent from the insurance company with a different amount and want to send out another inspector even though they have already sent an inspector who has deemed the job 100 percent complete. I have spent over {$200.00} in overnight evenlopes sending out checks to them which they continue to send back unendorsed.
Company Response: Closed with explanation

Timely Response

2019-01-25

Barr, SC

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

NH

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage was bought out by Mr Cooper several months ago. They knew that my property tax payment was due on XX/XX/XXXX but did not pay even though there was nearly double the amount of tax due in escrow account. When I got late notice from town office, I contacted Mr Cooper through online messages and phone calls and finally 2 weeks later, they finally made the payment. They list my next tax payment due on XX/XX/XXXX even though it is actually due on XX/XX/XXXX. They also did escrow analysis and created an overage because they don't have the next payment date correct. This will lead to a shortage later. I do not trust this company to handle my loan and I never chose this company to handle/service my mortgage. What is my recourse? I will continue to pursue every possible avenue including a class action suit with other people experiencing the same problems.
Company Response: Closed with explanation

Timely Response

2019-01-25

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Concord, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Arlington, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Bloomington, MN

Trouble during payment process

Mortgage: VA mortgage

Complaint: My father was a XXXX XXXX XXXX and purchased a home for {$35000.00} in XX/XX/1992. He passed away and I recently assumed the mortgage. They are claiming that approximately {$65000.00} is owed on the mortgage, claiming due to several Foreclosure Proceedings, but can not give me a breakdown of all the fees. The original mortgage company is XXXX XXXX XXXX. Some years ago, XXXX XXXX XXXX sold the loan to NationStar and NationStar is now Mr. Cooper. Recently, I had to modify the loan and they changed the supposedly fixed mortgage payments 4 times in the past year. I can't work with that, this is not normal. Especially on a VA Loan. I am requesting that they give me a breakdown of all the fees on this account since the beginning of the loan in XX/XX/1992. Please help me, I am having a difficult time dealing with Mr. Cooper. They have a problem sending Statements, Notifications and Correspondence to me every month. They can't answer my questions and they don't call me back when requested. I am always told a certain representative is working on the account, but that person never calls back. Thank you, I need you to promptly reply and investigate this fully.
Company Response: Closed with explanation

Timely Response

2019-01-24

Los Gatos, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Key Biscayne, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Jacksonville, FL

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: My name is XXXX XXXX, and I applied for a Reverse Mortgage in XX/XX/XXXX with XXXX XXXX, now it is being service by XXXX XXXX. I have kept the property in impeccable condition and have kept Insurance and pay on the Taxes when due. In the fall of XX/XX/XXXX following a storm, I was doing repairs on the Subject Property, and felled on hit my head on the pavement below. I did not go to the doctor, and over time the concussion caused a XXXX to develop and interfere with my memory, cognitive skill and I acknowledge, that I did miss my XX/XX/XXXX Tax Payment due no later than XX/XX/XXXX. I received a notice for XX/XX/XXXX and it showed a unpaid tax for XX/XX/XXXX, and when I contacted the Tax Collector office, they told me it was paid by my Lender Nation Star on XX/XX/XXXX. I HAVE NO PHONE NUMBER FOR NATION STAR. I called XXXX XXXX XXXX and could only talk to a robot. With my head injury, and little knowledge of XXXX, I was befuddle as to what I should do. I tried to pay the XX/XX/XXXX Tax, in XX/XX/XXXX, before going into the hospital, but was told that Nation Star had already paid. While I was in the hospital in the Intensive Care Unit, I received a Foreclosure Summons from the Attorney for Nation Star. I am XXXX years old, my Spouse suffers from XXXX, and I can repay the Bank for the Taxes they paid, but neither XXXX XXXX or Nation Star ever contacted me by phone, or letter about repaying the Taxes. I do not want to lose my home for XXXX. Seniors should not be treated this way by hauling them into Court on wheel chair.
Company Response: Closed with explanation

Timely Response

2019-01-24

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I submitted a mortgage payoff in the amount of {$290000.00}. Mr. Cooper/Nationstar Mortgage acknowledged the payment was received on XX/XX/XXXX. This payoff included interest for the entire month of XX/XX/XXXX. Accordingly, we are due back 20 days of interest ( for the period of XX/XX/XXXX to XX/XX/XXXX ). Mr. Cooper/Nationstar Mortgage had provided us a payoff quote. The payment of {$290000.00} was calculated as follows, per their quote : {$290000.00} -Balance due through XX/XX/XXXX. {$110.00} -Late Charge per quote if paid after XX/XX/XXXX. {$2100.00} -Additional full month of interest if paid after XX/XX/XXXX. {$290000.00} -Total submitted on XX/XX/XXXX. We are due back {$1300.00} for the overpayment of 20 days of interest : {$2100.00} ( interest for full month of XXXX ) 31 days = {$68.00} ( Daily interest charge ) ; 20 days X {$68.00} = {$1300.00} ; To avoid any confusion, please note I have received two checks from Mr. Cooper ; neither of which included the interest charges due back to us : {$3300.00} -Mortgage escrow balance. {$110.00} -Refund of late fee : fee was submitted per payoff, but funds were sent to Mr. Cooper within the grace period. I am therefore requesting the interest due back to us in the amount of {$1300.00}. I have contacted Mr. Coopers customer service line twice ; the first call was on XX/XX/XXXX. Both times I was told someone would return my call after looking into the matter. To date, no communication has been received.
Company Response: Closed with explanation

Timely Response

2019-01-23

Denver, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-23

Rockwall, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-23

Harsens Is, MI

Problem with a credit reporting company's investigation into an existing problem

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

Investigation took more than 30 days
Complaint: Nationstar became the more friendlier Mr. Cooper about 18 months ago. At that time was reporting trade line with all three credit agency, disappear when became Mr. Cooper. I have been trying to get the more friendlier Mr. Cooper to report trade line. They continuous send to research department with no results! This time they said they need a additional 15 days to come up with no solutions. Mr. Cooper XXXX XXXX XXXX XXXX XXXX, TX XXXX. XXXX.
Company Response: Closed with explanation

Timely Response

2019-01-22

MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX XXXX I talked with Mr. XXXX , customer relations representative from XXXX Tx . I asked Mr. XXXX about the interest amount paid as of XX/XX/XXXX. per Mr. XXXX `` I can not tell you the amount of interest paid on your account. '' When I asked him why he could not tell me the amount, per Mr. XXXX " it is not company policy. '' He could tell me that the interest rate on loan is 8.5 %. Per Mr XXXX he could tell e the of principle on the loan that due is XXXX as of XX/XX/XXXX. Per Mr. XXXX " a mailing was sent regarding the interest being paid first then principle. '' This was a surprise to me, He stated " will resend to mailing adddress ''. Per Mr. XXXX the " industry standard information is not part of your original closing loan document file, the title closing agent did not confirm language, acknowledgment verbally, no signature as included in orginial loan file. You were not advised of the industry standard. I informed Mr. XXXX the term industry standard was not relayed to us at closing or after loan transfer to Nationstar mortgage. Nationstar failed to disclose the amount of interest paid on my account is a violation of my rights as coborrower. During loan transfer from XXXX to Nationstar, after review of loan files, fail to obtain industry standard signature, verbal acknowledgment from borrowers of loan after XX/XX/XXXX. Nationstar neglected to convey specififications of the real estate loan transfer transcation. Interest being paid first then principle, letter not received. No verification it was received by me on file. Fail to investigate customer complaints. Qualified written request sent to ceo cerifitid on XX/XX/XXXX, requesting additonal information on servicing of loan.Through account history print out I discovered overcharges unexplained fees, invalid late fee assessed, inconsistent interest increases. Low amounts applied to principle, invalid late fee from bank draft authorization. Payments applied to suspense account without disclosure to me, code/description used for deduction from monthly payments. Such as corporat advance fee, non cash fee adjustments, and QC fee all were outlined in letter to ceo. Second qualified written request regarding servicing of my loan was XX/XX/XXXX, an acknowledgement letter sent, no follow up or investigation into complaint. Mr. Cooper continues to perpetuate the predatory lending practices against me. Being an elder couple we were unwitting victims of the housing scam era. The numerous deficiencies in accounting payments, failing to follow up with customer. Facts are contractual monthly payment for 139 months received on loan has paid off the loan amount of XXXX Zero credit toward interest means over XXXX has been paid and the remaining amount of XXXX still due is a proof of a fraudulent loan scam against me.
Company Response: Closed with explanation

Timely Response

2019-01-22

Indianapolis, IN

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-22

Concord, NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-22

Cheverly, MD

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-22

Santa Barbara, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response