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 68
2019-01-21
TX
Trouble during payment process
Mortgage: Reverse mortgage
Complaint: XXXX XXXX XXXX. XXXX XXXX XXXX thx XXXX XXXX Loan XXXX Continue harass my family with threats of foreclosure.
Every year they harass me about flood insurance and policys This year they harass me about annual occupancy certificates.
Even though Ive never received any communication from them they threaten to foreclose on my property for failing to fill out a form that Ive never received.
Company Response: Closed with explanation
2019-01-18
Hinkley, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Mr. Cooper is illegally trying to inflate the value of my home. At issue is a short sale request that was submitted on XX/XX/19. At the time there was a value dispute from a previous offer that had to be completed before they would review the new offer, which in itself is flawed. However the issue is that Mr.Cooper is supposed to order a new value due to the new offer and the fact that the previous value was completed in XX/XX/XXXX. Lender ordered values are only good for 3 months yet Mr. Cooper is illegally trying to inflate the value by stating their XX/XX/XXXX value is still good. Mr. Cooper very well knows property values have been falling in CA for the past 3 months. They are illegally trying to inflate the value by refusing to do what is legally required and order a new value. This is unacceptable and Mr. Cooper needs stronger oversight. It's a wonder how many other people are being illegally foreclosed on due to Mr. Cooper refusing to update values in falling markets.
Company Response: Closed with explanation
2019-01-18
CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The escrow for property taxes was not included in my XX/XX/XXXX payment because I do not owe any taxes for the year XX/XX/XXXX-XX/XX/XXXX. They have already been paid by the State of California as the XXXX XXXX customer service people have been notified of multiple times. A fully paid receipt by XXXX County is attached.
Company Response: Closed with explanation
2019-01-18
Trumbull, CT
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-01-18
Gloucester City, NJ
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: FHA -- CASE # XXXX An application for assistance was completed with Mr. Cooper ( MC ), in XX/XX/2018.
At that time the reported gross qualifying was stated in the amount of {$3600.00}.
( See exhibit A Affidavit of Income ) MC, underwriting team attempted to qualify the loan for whats known as the HAMP-FHA, trial plan on XX/XX/2018, which outlined an alleged affordable payment in the amount of {$1400.00}.
( See exhibit B Alleged HAMP-FHA Trial Plan ) However, based on front end debt to income ( DTI ) ratios a gross income of {$3600.00} and a mortgage payment of {$1400.00}, calculates our DTI, at 40.15 %. This amount of 40.15 %, is outside the guidelines set forth by FHA and placed our family into a negative position for successfully completing the trial plan and maintaining payments for the long run. As a result of the gross negligence demonstrated by the MC, underwriting team, and failing to comply with the terms of loss mitigation options under FHA guidelines, we were only able to make 2 of the 3 trial payments prior to dropping out of the program.
The Department of Housing and Urban Development ( HUD ) has specific guidelines for FHA debt-to-income ratios. HUD is the government entity that establishes all of the rules and requirements for the FHA loan program, including the DTI limits.
According to HUD : " Qualifying ratios are used to determine if the borrower can reasonably be expected to meet the expenses involved in home ownership, and provide for his/her family. '' 2018 DTI Limits for FHA Loans : 31 % / 43 % According to official FHA guidelines, borrowers are generally limited to having debt ratios of 31 % on the front end. Those are the current FHA DTI ratio limits for 2018. We expect these requirements to remain in place throughout the year, since HUD has not announced any changes to them.
This means the monthly housing payments should not exceed 31 % of gross monthly income, while the total debt burden should not exceed 43 % of monthly income.
Needless to say, we are furious that our loan was mismanaged by MC and staff and our family is considering filing a civil suit in order to force MC, to refrain from this abusive underwriting platform which they operate under as well as have our loan reconsidered for assistance under the proper guidelines set-forth by our loan investor, FHA.
Company Response: Closed with explanation
2019-01-18
Sarasota, FL
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: *****NEW EVIDENCE FROM XXXX XXXX CEO XXXX XXXX ... .. HE WAS THE ORIGINAL MORTGAGE BROKER ... HE CONFIRMED HE SUBMITTED PROPER ESCROW AMOUNTS TO XXXX XXXX ... AND XXXX XXXX COMITTED LOAN ORIGINATION FRAUD IN DIRECT VIOLATION OF THE TRUTH IN LENDING ACT BY CHANGING THE AMOUNTS THEY MADE THE PAYMENT APPEAR LOWER TO THE BORROWER ... AND THEY DECIEVED THE ELDERLY XXXX YEAR OLD VICTIMS**** ***XXXX XXXX AND NATIONSTAR ( WHO XXXX XXXX SOLD THIS LOAN TO ) HAVE BEEN ACTIVELY CONSPIRING TO DEFRAUD THE U.S. GOV ... MORTGAGE INSURANCE ... AND CONSUMERS IN DIRECT VIOLATION OF COUNTLESS LAWS*** NATIONSTAR IS FULLY AWARE OF THIS LOAN ORIGINATION FRAUD AND THE LATER ESCROW FRAUD AND HAS BEEN FOR SEVERAL YEARS AS WE SOUGHT CIVIL RESOLUTION WITH A BASIC REQUEST TO HONOR OUR RIGHTS*** XXXX XXXX COACHED XXXX XXXX TO CONSPIRE AND ENABLE THIS FRAUD WHILE HE WAS EMPLOYED AT NATIONSTAR ( XXXX XXXX NOW WORKS FOR XXXX AS A VICE PRESIDENT ... ALSO FOR A COMPANY CALLED XXXX XXXX ACCORDING TO HIS VOICEMAIL ) ***WE ARE MOVING FORWARD IN A COURT OF LAW ON THE CIVIL SIDE BUT I ALSO WANT TO SEE CRIMINAL PROSECUTION AND FINES FOR A CORPORATE CULTURE THAT FEELS IT IS ABOVE THE LAW***YOU HAVE LOAN FRAUD, ESCROW FRAUD, WIRE FRAUD, THEFT OF PRINCIPAL WITHOUT PROPER CREDIT, MAIL FRAUD, CONSPIRACY TO DEFRAUD U.S. GOVERNMENT ( BY STEALING HOMES AND LLEGALLY COLLECTING FEDERALLY BACKED INSURANCE PAYMENTS ) ALL PROVEN AND I HAVE THE EVIDENCE TO SUPPORT IT IN ANY COURTROOM*** I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
Company Response: Closed with explanation
2019-01-17
Pasadena, TX
Trouble during payment process
Mortgage: Reverse mortgage
Company Response: Closed with explanation
2019-01-17
Spokane, WA
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-01-17
Cape Coral, FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: Today I received a collection letter from my mortgage company, Mr.Cooper. They want me to pay them {$620.00}. Where they came up with this number eludes me. I was told by a Mr.Cooper representative this was an attrition, escrow shortage and also required by RESPA. She told me there had to be a minimum balance in my escrow account. Federal Laws. No federal law mandates that lenders must open mortgage escrow accounts for borrowers or keep a minimum amount in this account Also The Department of Veterans Affairs does not require escrow to be used, but many lenders do.. However, the Real Estate Settlement Procedures Act permits lenders to require these accounts at their discretion. Mr Cooper took over my loan on XX/XX/XXXX. I was with XXXX XXXX previously. During the XX/XX/XXXX year they deducted {$66.00} per month for 12 months. On the XX/XX/XXXX my insurance premium went up {$6.00} per month which meant for 5 months i underpaid {$30.00}. When Mr. Cooper billed me for XX/XX/XXXX there escrow only collected {$66.00}, which meant I was now in arrears of {$37.00}. I am more than happy to pay this amount which would bring my account current. I will not pay {$620.00} Still don't know where this figure would come from unless an error was made internally at Mr. Cooper and they expect me to pay for it
Company Response: Closed with explanation
2019-01-17
South Florida, FL
Struggling to pay mortgage
Mortgage: Reverse mortgage
Complaint: On or before XX/XX/XXXX, XXXX XXXX sent letters stating that I didn't have homeowner and flood insurance. I then received a letter that the property taxes were paid by XXXX XXXX on XX/XX/XXXX. I contacted XXXX and explained that the property taxes were not due until XX/XX/XXXX. I faxed them proof of the homeowner and flood insurance on XX/XX/XXXX. I then faxed the Hazard Insurance on XX/XX/XXXX and also proof of property taxes paid XX/XX/XXXX. I then received foreclosure documents on XX/XX/XXXX which then I filed a Motion for extension on XX/XX/XXXX to seek legal counsel. I hired an attorney XX/XX/XXXX which I had to give a retainer to. The motion for the foreclosure was dismissed on XX/XX/XXXX but I didn't become aware of it until XX/XX/XXXX. This was an error on behalf of XXXX XXXX due to the property, hazard and flood insurance were in effect and paid in full as agreed under our contract.
Company Response: Closed with explanation
2019-01-17
Liverpool, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My mortgage company offered me an in-house modification when my house payments continued to rise. Their offer would raise my mortgage balance from {$140000.00} to {$220000.00}. I believed I was at the end of my options and this appeared to be the only way to save my home. The mortgage company was vague about what exactly the charges of doing my in-house modification were going to pay for. The amount they were adding to my mortgage, {$74000.00}, was written down on a document they sent me, but they were leaving out what {$40000.00} was specifically being charged for. After numerous failed attempts to get them to explain what that amount was for, one day I received a letter from them ( by accident I believe ) showing that {$40000.00} was to pay legal fees. To me this is an incredible and unconscionable amount to charge someone for a boiler-plate modification, and to be charged with interest over the life of the mortgage. I reached out to them many times and was basically told it was my job to pay my bills, their numbers add up, and they don't see anywhere in their records that this amount was for legal fees. I scanned and emailed their own document to them showing this to them several times, but they never responded to me about this. I am attaching these documents to my complaint for you to review. Thank you
Company Response: Closed with explanation
2019-01-17
Chicago, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a letter from Nationstar Mortgage ( now called Mr. Cooper ) dated XX/XX/XXXX stating no mortgage payment had been paid " since XX/XX/XXXX '' and " all payments from and including that date '' were due. XXXX XXXX XXXX had the loan at that time and I knew some full and partial payments had been made after XX/XX/XXXX through the time we received a loan permanent loan modification at the beginning of XX/XX/XXXX and we now have documents that we finally received from Nationstar or Mr. Cooper which shows those payments even though Nationstar added {$170000.00} to our loan modification mortgage balance based on their belief that no monies had been received after XX/XX/XXXX. It also said that {$200000.00} had accumulated for late fees, NSF fees and other fees and advances. This may have been a mistake since the then Nationstar Mortgage was taking over the responsibility of so many of the former XXXX XXXX loans, however, I do want it corrected asap.
Company Response: Closed with explanation
2019-01-17
Succasunna, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/XXXX at XXXX closing we were short XXXX dollars had to call loan officer ( still have names ) for help Attn 's left my family in the parking lot with nowhere to stay.How could this have happened! Forgeries of my signature on mortgage docs. Nationstar/ Mr Cooper/ . XXXX is law firm for plaintiff. My XXXX yr young daughter suffering from XXXX XXXX is receiving calls from a " XXXX '' from XXXX attn 's asking for information on her deceased mother she has no ties to mortgage ( have saved messages ) pure predators I am XXXX suffered from XXXX XXXX XXXX XXXX for decades have all its XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX since XXXX, when my daughter started to be harassed I had to write. Illegal behavior ...? taking care of my daughter she had to leave a mold infested apartment in XXXX XXXX NJ her XXXX XXXX XXXX she does not need this assault from some outside XXXX and XXXX legal team. It's hurt my daughter she is scared now about strangers calling
Company Response: Closed with explanation
2019-01-17
Greenwood, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/2019 My mortgage was sold recently, it used to be XXXX but they sold it to MrCooper.com. I went to the new mortgage lender 's site and registered so I could download monthly statements after I make my payments each month. I noticed there is no loan balance on the monthly statements. There is a breakdown of each payment such as principle vs. interest, but NO LOAN BALANCE on my statements. That is required by law. I have contacted MrCooper.com more than once through their online message system but they refuse to respond and they have not changed the monthly statements either to include the loan balance. I don't have an escrow account, I pay my property taxes myself directly to the county assessor 's office, so this is just about my loan balance -- I need to know what it is each month and they're required to provide it to me. They won't do it and again, they won't respond to my concern either. This seemed to be my only avenue to get them to both reply to my concern AND to provide me with my loan balance as required by law.
Company Response: Closed with explanation
2019-01-16
MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Nationstar Mortgage ( dba ) Mr Cooper -- the company holding our mortgage -- increased our escrow payment amount required for XX/XX/XXXX by $ XXXX/month ( $ XXXX/year ) 62 % [ from {$500.00} to $ XXXX/month ]. Our tax and insurance increase for the same tax period was {$340.00} ( ~2 % ) for the year which works out to an increase in monthly expenses of {$29.00} ( property tax increase $ XXXX/year ; property insurance increase $ XXXX/year ).
We had been using excess cash to pay down our mortgage by increasing principal payments. We had asked the mortgage co. on XX/XX/XXXX ( XXXX : customer service @ XXXX ) to refund us the 3.625 % ( interest rate on mortgage ) we would have saved on that amount durning that time period. We were told they do not pay interest on escrow accounts. We find this sharp increase to be unethical and unsettling if not illegal.
Company Response: Closed with explanation
2019-01-16
Houston, TX
Struggling to pay mortgage
Mortgage: Reverse mortgage
Complaint: When I took out the reverse Mortgage, I did not qualify for tax exemption so I paid property tax. Then I was granted tax exempt status, however the mortgage company continued to pay the tax. They said I owed $ XXXX, I did not have the money so they started threatening me with foreclosure. I made a payment plan and paid the amount down to $ XXXX, however mortgage was sold to XXXX XXXX. I tried to make a payment plan, however I was told my income did not qualify, so they began constantly calling and threatening foreclosure. I filed a complaint, then I was told due to my age I could have my physician complete a form explaining my XXXX, because I survive on Social Security. Form was completed and submitted in XX/XX/XXXX ; I was told it was approved for 1 year, however I recently began receiving letters and an individual arriving at my home requesting my proof of my identification, which I provided. On, XX/XX/XXXX, I received a call from a representative from Champion Mortgage once again stating she was going to foreclose on my home. I am XXXX years old, XXXX XXXX XXXX XXXX XXXX due to XXXX, and fighting to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I under went treatment for XXXX XXXX and my age alone makes things difficult for me. This is my only home, yet once they offered me $ XXXX to relinquish it to them so they don't foreclose on me. I have told them my income has not changed enough for me to qualify for a loan or repay the reverse mortgage. It seems as if they are going to harass me until I have a XXXX or XXXX XXXX, so they can get the home. I can make a {$25.00} a month payment if that is what they want, however they said I did not qualify for a payment plan. I sent a certified letter asking them do I need to have my physician complete another form, if so, advise me of that rather than constantly threatening to foreclose on my only residence. The representatives seem to past my file around seeing who can force me to pay money I simply don't have.
Company Response: Closed with explanation
2019-01-16
South Florida, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Mr Cooper took over for our loan servicing company in XX/XX/XXXX.Loan number XXXX.My monthly payment is XXXX per months.Now due to an error on their part they are raising the escrow required.
They are using docs from XXXX to adjust the escrow.Instead of using docs from XXXX and XXXX. one of the docs been used in my homeowners policy which was higher in XXXX than XXXX and XXXX.I have tried to correct this with them but they refused.
My loan is a conventional loan without any PMI osr any other requirements.Attached you will find my insurance bills from XXXX that shows premium to be {$2600.00} yr and my XXXX that shows {$2600.00} yr.I am also attaching my tax bills from XXXX and XXXX.where it shows that my taxes went up {$57.00} for XXXX which equates to {$4.00} more a month. I spoke to a rep from Mr.Cooper today XX/XX/XXXX and they couldn't explained to me why the increased on the escrow.In fact they were using docs from XXXX and wrong tax info.
I am appalled that this outfit is allow to practice as a loan administrator/Apparently they do not know how to do math or they are just crooked.
Please help.
XXXX XXXX
Company Response: Closed with explanation
2019-01-16
San Diego, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Blacksburg, VA
Trouble during payment process
Mortgage: VA mortgage
Complaint: I took out a VA Home Loan through XXXX XXXX XXXX XXXX in XX/XX/XXXX. I made my payments on time with them through the time that they transferred my loan out to Mr. Cooper out of Texas. My first bill was due to Mr. Cooper XX/XX/XXXX and I submitted my payment by that date and it cleared my bank on XX/XX/XXXX. My next payment to Mr. Cooper was due XX/XX/XXXX. I made this payment with an additional {$35.00} applied to the principal on XX/XX/XXXX. I received my XXXX statement around mid XXXX which brings me to the issue at hand. I logged in to my account to think about how much extra to put toward my principal for XXXX and shockingly found that my account was past due since XXXX. Keep in mind I have the bank statements where the money cleared, as well as the statements from Mr. Cooper saying I was up to date on each statement with no past due amounts. So, I decided to call Mr. Cooper. I first called on XX/XX/XXXX at XXXX EST and spoke with a lady and she said she escalated the call because it showed where I paid but then my money was reversed and applied elsewhere. Now, to explain reversed in her terms. It was reversed from my account and applied elsewhere but they could not tell me where. So the lady spoke with her manager and said they would call me back the next day. The next day rolls around and no call. I called them back at XXXX on XX/XX/XXXX and spoke to a XXXX. He said there was no record of my previous call so I started writing things down. He would not listen to my situation so I asked for management. Then I was connected to XXXX XXXX. After speaking to Ms. XXXX, she ask if I could send proof of where it cleared the bank. I told her absolutely and did so while I was on the phone with her. That proof was sent by email as she gave me all of her contact information. She told me that she would send it to accounting and that I should know something by Monday XX/XX/XXXX. She said I could call back on the XXXX to check. Monday comes around and I wait until XXXX EST to call and check the status. I called with no answer, however, she did call me back. She then told me nothing had been done on my account and that she had my number and would call me back on the XXXX because they should have things fixed by then considering it was submitted on the XXXX. The XXXX rolls around and no call as of XXXX EST, so i gave her a call with no answer. I feel like I am exhausting all means necessary to resolve this on my end. However, it seems as though this company received my money then removed it from my account and put it somewhere else. I have all the proof of the payments, the statements, and times and dates of attempted resolution. I am now getting calls from the VA asking why I have not paid my mortgage. I am getting letters from Mr. Cooper asking why I am not paying my mortgage. This issue is I am paying my mortgage and it appears as though Mr. Cooper is taking my money and not applying it to my account.
Company Response: Closed with explanation
2019-01-15
International, WA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-01-15
AR
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I previously spoke with XXXX in Loss/Lig and believed we were being provided the opportunity to get payments caught up. However, on XX/XX/2019 I called to inquiry of my options while a government shutdown is in affect. I am a federal government employee and was told their are not any options or special circumstances offered and if I were to get a forbearance it would affect our credit. Why would a circumstance for which we do not have any control over impact us this way? I was told that while in forbearance or payment arrangements this will still be reported as delinquent. Why? Shouldn't these options protect the account and the payment agreed upon is being made? Why would this be or is it just this type of mortgage company? We were told that mortgage companies would work with us, but I see this is not the case. Please explain why.
Company Response: Closed with explanation
2019-01-15
VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: We fell behind and filed Chapter XXXX. We closed the Chapter XXXX and a few months later offered a modification. Sadly during the second month of our modification my husband was hospitalized and had to have XXXX. My name is not on his bank account and when the payment was returned I could do nothing. I contacted Mr. Cooper and they where no help. Than they sent our account to an collection agency and I even contacted the collection agency, but no response. Than we again reached out to Mr. Coopet and they have just given us the run around. The stop taking payments, stop paying the insurance on home and the flood insurance. Than they put our home up for sale in the paper and on XXXX without telling us. The sale date was XX/XX/XXXX but was canceled reason not known. We spoke with a Mr. XXXX at Mr. Cooper on XX/XX/XXXX and he was going to email us some papers, but never did. Than today XX/XX/XXXX he contacts us saying their is nothing that can be done. All these days he knew this but failed to mention it until today XX/XX/XXXX. This company won't take payments, but still running up our escrow account by paying the flood insurance even after the bill was sent to us. I think this company needs looking I to. They went from Nationstar to Mr. Cooper, but same old business dealings.
Company Response: Closed with explanation
2019-01-15
City Ranch, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Dayton, WY
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: My complaint is regarding a pay-off settlement of my mortgage with Mr. Cooper.
My loan originated with XXXX XXXX XXXX in XX/XX/XXXX. It was initially set up incorrectly, as a residential loan, while it should have been set up as an agricultural loan. During the time that my mortgagee was XXXX XXXX XXXX, I attempted several loan modifications. I also attempted to refinance for a lower interest rate. None of this was allowable because the loan had been improperly set up. In addition, I had a securitization audit completed, which showed that XXXX XXXX XXXX did not follow the proper chain of title when my mortgage was securitized. In addition, Robo signers were used to complete the bundling and selling of my mortgage. My mortgage/note title deed was very likely lost and not retrievable.
The servicing of my mortgage transferred many times. With XXXX XXXX, XXXX XXXX XXXX, Nationstar, and finally Mr. Cooper.
Because of the way this mortgage originated, and a refinancing or loan modification was an impossibility, I made many pay-off offers over the past 10 years to each of these servicers, with the hope of settling my debt. None of these offers were accepted until XX/XX/XXXX. Mr. XXXX, with Mr. Cooper began working with me and sent notification that a settlement pay-off offer had been accepted. Although Mr. XXXX was very helpful, my wife and I were in a bit of disbelief that this was a true and legitimate offer, since we had been told by many Mr. Cooper associates that Mr. Cooper did not participate in pay-off settlements.
My wife and I spent several weeks researching and confirming that this was indeed a valid offer. We called the XXXX XXXX XXXX in California to confirm that is was a legitimate bank which accepts pay-off settlements for Mr. Cooper. We also made several requests to Mr. Cooper to confirm the location of the title deed, and that Mr. Cooper had the authority to release it after the pay-off was complete. We also did title research with our local title company. In addition, we were concerned that the discharged debt which would be placed on a XXXX, would be a great financial burden to our family. We had made settlement offers to each servicer over the past 10 years, for amounts all larger than the one Mr. Cooper currently agreed to accept, so we felt it would be unjust that we should be saddled with this large portion of discharged debt. If any of these servicing companies had agreed on a settlement pay-off offer many years ago, none of the excess interest and fees would have accumulated.
Because Mr. XXXX had been very helpful, and he was the only Mr. Cooper associate who would return our emails and phone calls, I began inquiring of him if Mr. Cooper had a tax department in which I could discuss the details of the discharged debt. Though Mr. XXXX was the best contact I had with Mr. Cooper, it would at times take up to 2 weeks before I would receive a reply from him. For 2 months, I called and sent emails regarding the discharged debt situation. I finally received an answer on XX/XX/XXXX from Mr. Cooper 's Research Outgoing Department, informing me that everything above the principle amount would be considered discharged debt. I was then able to speak with the IRS regarding any options which would be available, because I then knew the approximate amount which would likely be on the XXXX.
I had been working with a private investor to fund the pay-off settlement. As we neared the final stages of the pay-off date, my private investor inquired whether Mr. Cooper had ever provided me with a hard copy of the settlement agreement, with a dated postmark. Because my only proof that Mr. Cooper had agreed to this settlement was through emails, I could not provide this hard copy to my investor. OnXX/XX/XXXX, I sent a request to Mr. Cooper that a hard copy of this settlement agreement be mailed to me. I did receive this in the mail, however, it did not arrive until XX/XX/XXXX, which was 5 days past my deadline. Because of this, I asked for an extension so this pay-off could be completed. I sent these requests to 3 different departments with Mr. Cooper. I did not receive a reply, so I left a message with Mr. XXXX on XX/XX/XXXX, but have still not received a reply. I then made a call to Mr. Cooper on XX/XX/XXXX, to inquire. I spoke with XXXX # XXXX, who informed me that Mr. Cooper was still working on my pay-off settlement.
To my wife 's and my horror, on XX/XX/XXXX, we received a notice in the mail that Mr. Cooper is attempting to foreclose on our home. This is so heartbreaking, since we are so close to the finish line.
Yesterday, XX/XX/XXXX, I spent 2 hours on the phone with Mr. Cooper associates to inquire about an extension. I requested that a hard copy be sent to me, with a non-expired date, so I can finally complete this settlement pay-off. I spoke with XXXX # XXXX. She was helpful, but could not confirm that an extension could be granted. She transferred me to XXXX XXXX, who said he did not have an I.D . number. In all of the interactions I have had with Nationstar/Mr. Cooper associates over the past 4 years, I have never spoken with anyone who is so rude and heartless. After nearly one hour of being berated and talked down to by Mr. XXXX, I was transferred to XXXX # XXXX. She was much more helpful, pleasant, and polite, and transferred me to the V.P., XXXX XXXX 's voice mail, and provided me with his email. I both left a message with Mr. XXXX and sent a detailed email to him, but have not received a response.
The primary reason that we have not been able to complete this pay-off settlement being, that Mr. Cooper associates and departments have not provided information and answered emails/phone calls in a timely manner. Over the course of my relationship with Mr. Cooper, I have had upwards of 10 different dedicated loan specialists who were assigned to me. I have only had the opportunity to speak with possibly 2 of my assigned dedicated loan specialists. Until I spoke with Mr. XXXX, I never had the opportunity to speak with the same associate more than one time. It has always been " the next available agent. '' Though my wife and I are very disappointed that Mr. Cooper has not cooperated with our settlement pay-off, we are also concerned that they may not indeed have access to the mortgage note/title deed. After reading hundreds of complaints submitted to the XXXX XXXX XXXX, we have learned that many people paid off their mortgages with Nationstar/Mr. Cooper, and never had the lien released on their property. It is my understanding that before changing their name to Mr. Cooper, Nationstar had a XXXX rating of an 'F '. When they changed their name to Mr. Cooper inXX/XX/XXXX, they began with an A+ with the XXXX. Because of their dealings and complaints, they are already down to a C+. This makes us very cautious and concerned that in the bundling and securitization of our mortgage which took place shortly after its origination, the title/note may actually be lost and non-retrievable. If the pay-off settlement is in fact completed, can Mr. Cooper provide proof that they will indeed provide the documents necessary for the release of our mortgage?
Thank you very much for your help.
Company Response: Closed with explanation