NATIONSTAR MORTGAGE

2019-01-14

Occoquan, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am part of the XXXX Federal employees who have recently been furloughed due to a lack of funding for my agency. Because of this, my income has been severely cut and I am unable to pay the cost of my monthly payments, along with my other living expenses ( food, clothing, utilities, etc. ). On XX/XX/XXXX and XX/XX/XXXX I spoke with my loan servicer " Mr. Cooper, '' to request a temporary arrangement that would help me continue to meet my monthly mortgage payments in the amount of {$2300.00} without incurring late penalties and impacting my credit rating. In summary, Mr. Cooper will not consider my special situation ( or that of any of its Federal employee customers ) until I have already incurred late penalties and become delinquent because it is an intermediary ( loan servicer ) to the owners of my mortgage ( XXXX XXXX and XXXX XXXX. When I asked to contact XXXX XXXX and XXXX directly, Mr. Cooper clarified that I would have to do it via Mr. Cooper. I am extremely disappointed and concerned that my loan servicer Mr. Cooper coupled with mortgage owners XXXX XXXX/XXXX have not put a program in place to work with Federal employees while the government shutdown is resolved. Their current process of waiting for me to become delinquent adds to the hardship that my family is already experiencing. By charging me late penalties and damaging my credit, Mr. Cooper, XXXX XXXX and XXXX appear to be ignoring and showing ambivalence to the plight of their Federal customers. I have been diligent in protecting my credit and avoiding penalties I can not afford to pay. Furthermore, as a loyal public servant, I have worked hard, to be honest, and transparent with my creditors ; to make my mortgage payments on time and secure my home. I would greatly appreciate it if Mr. Cooper, XXXX XXXX, and XXXX would show willingness and understanding to work with me during this difficult time. I have sent Mr. Cooper a letter stating my distress. I would be grateful for any assistance the Consumer Financial Bureau can give me.
Company Response: Closed with explanation

Timely Response

2019-01-14

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We Have been Trying to get the Loan Number for this Property From XXXX XXXX, we have sent them the Power Of Attorney, the Certified Copy of the Grant Deed and The Title Audit Report that show the Break 's in the Chain of Title. We Have Requested a BPO Agent to come out to the property so we can Document the condition of the property brfore the repais are completed, and we have told them that we have the property sold and in escrow. We need your help to get Clear Title to this property. Addres of the property is XXXX XXXX XXXX XXXX, Ca XXXX HomeOwner was XXXX XXXX XXXX XXXX last four of SSN XXXX
Company Response: Closed with explanation

Timely Response

2019-01-14

Lawrenceville, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-14

Dayton, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: i made a payment and it was not credited to my account, I began questioning this XX/XX/XXXX with XXXX XXXX. i submitted bank statements to resolve the issue. XX/XX/XXXX I followed up with XXXX XXXX and again with her on XX/XX/XXXX. I was told no issue was found but yet still disputed this as the funds came out of my account. My account continued to go behind and i was advised once the issue was resolved a payment arrangement COULD be made. I called in XXXX and was told the payment error was found and was applied to somone elses loan and NO ARRANGEMENT can be made and the loan was now in foreclosure. No follow up was made with me as i was told each time someone would follow up. This was not done. The account was only behind a month once when this occurred but due to the payment not posting correctly i was not able to make payments as full amnt was needed, i was told this would not be an issue once the payment was found and they could make arrangements. I also did not receive the demand letter that they say was sent, i received one that was suspended prior to this.
Company Response: Closed with explanation

Timely Response

2019-01-14

Roxbury, NY

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

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

Problem with personal statement of dispute
Company Response: Closed with explanation

Timely Response

2019-01-14

Staten Island, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-14

MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX Date : XX/XX/XXXX My mortgage was previously serviced by XXXX XXXX. My loan was sold to Nationstar Mortgage in XX/XX/XXXX. This is an official complaint against Mr. Cooper ( formerly known as Nationstar Mortgage ). As a resident of XXXX XXXX County, Maryland, I applied for the annual property tax afforded to those of certain income brackets in the county. Every year, since I purchased my home in XXXX, I have applied for the Homeowners Property Tax Credit and it has been granted. Homeowner 's Property Tax Credit is for homeowners who qualify on the basis of household income. I meet the criteria. Since Mr. Cooper started serving my loan in XX/XX/XXXX, they have refused to acknowledge the awarded Homeowners Property Tax Credit tax credit. XXXX XXXX County awards the Homeowners Tax Credit and then reissues the tax bill after the tax credit has been applied. When the Homeowners Property Tax Credit is awarded, I have send a copy of my adjusted tax bill ( received from XXXX XXXX XXXXounty, Department of Assessments and Taxation ). The adjusted tax bill provides a line item for the property tax credit. The purposed of the Homeowners Property Tax Credit is to reduce the property taxes of residents by income. What is the purpose of getting the tax reduction if the mortgage company refuses to apply it to my Escrow Account. Each time I call Mr. Cooper, I am told that my taxes went up so thats why I dont see the Homeowners Property Tax Credit on my Escrow Analysis or they instruct me to apply for the Homeowners Property Tax Credit. The Escrow Analysis from Mr. Cooper will show payment for the County Tax, Homeowners ( Hazard SFR ) but never the Homeowners Property Tax Credit. The credit could be as high as {$1500.00} so where is the money being applied? Where is the money? For the record I also receive an annual Homestead Tax Credit ( which I apply for each year ), but it has NOTHING to do with the Homeowners Property Tax Credit. Because of the lack of competence by Mr. Cooper regarding this matter, my mortgage keeps increasing because Mr. Coopers analysis shows a consistent short fall in my Escrow Account and that should not be. I have asked for a full audit and have yet to receive one. It is my right as a consumer to ask for an receive a full audit of my Account and my Escrow Account. I am XXXX and on fixed income. I have enough against me as it is without Mr. Cooper stealing from me. I can not afford to have my mortgage going up and down like a roller coaster. This level of incompetence is unacceptable on so many levels. I am requesting the Consumer Financial Protection Bureau conduct a full investigation to determine where Mr. Cooper has failed me and that determine restitution due me. I have reviewed other complaints against Mr. Cooper filed on your site and they should not be allowed to continue to take advantage of consumers as they have in the past. I implore you to do something. I thank you for any assistance to could give me. XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-01-13

TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: As a federal government employee in the midst of a government shutdown, we are requesting a Mortgage Forbearance.
Company Response: Closed with explanation

Timely Response

2019-01-12

San Diego, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-11

Bremen, GA

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

Mortgage: FHA mortgage

Complaint: Mr.Cooper has felled to report XXXX, XX/XX/XXXX MORTGAGE payments to all 3 credit bureau's.they have lied since XX/XX/XXXX since I've contacted them.they keep lying on the bankruptcy court order.reaffirmation was finally completed in XX/XX/XXXX, XXXX.cased closed in XX/XX/XXXX, XXXX.MORTGAGE payment for XX/XX/XXXX paid in full in XXXX XXXX.still CURRENT as of now.Mr.Cooper is blocking me from refinancing my MORTGAGE.Mr.Cooper is holding my mortgage in hostage.I have rights to refinance my mortgage.they are lyers and try to keep my mortgage with Mr.Cooper.this agency needs to get INVOLVED ASAP so I can refinance and get away from these crooks.they were supposed to sign the reaffirmation in XXXX of XXXX, XXXX and played with my attorney 's as if they never received my reaffirmation document's.they had them all along.they need to be SUED as soon as the government. Shut down is lifted!!!!
Company Response: Closed with explanation

Timely Response

2019-01-11

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our new home mortgage was sold by XXXX XXXX XXXX to the Mr. Cooper/XXXX XXXX XXXX, effective XX/XX/XXXX. We made our first payment in the amount of {$4200.00} on XX/XX/XXXX. The funds were posted and allocated correctly. The 2nd payment we made posted on XX/XX/XXXX in the amount of {$4200.00}. When we received our statement, we noted that the total amount of the payment was applied to our principal loan amount. No portion was applied to interest or escrow. Also, our escrow balance was reduced by {$1000.00} and additional {$96.00} was taken out for PMI which had already been deducted. We contacted Mr. Cooper/Nationstar twice on XX/XX/XXXX to attempt to have our payment of {$4200.00} properly allocated and to determine the status of the missing {$1000.00} and an explanation on why an additional month of PMI {$96.00} was debited. The call center persons at Mr. Cooper were unable to explain why they posted our entire payment to principal without our approval. They were also unable to determine why {$1000.00} was taken from out account and where it now has been transferred. Finally, there was no explanation as to why additional PMI was withdrawn. We were told that they would provide us with a response and correct the account within 24 hours. As of today, XX/XX/XXXX, we have had no response from Mr.Cooper/Nationstar and our online account has not been corrected. We are obviously very concerned that the payment on our mortgage was misappropriated as well as there are now funds missing from our escrow account.
Company Response: Closed with explanation

Timely Response

2019-01-11

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I currently have my mortgage payments set up thru Autopay with my mortgage. In addition to my regular monthly payment I have elected to pay and additional amount each month towards principal. Every single month since I have set this up, the amount that is supposed to be applied to additional principal has been misapplied by my mortgage. I have to call every single month and have this corrected. I feel that this should not be happening and I also feel that they are hoping that I am not checking so they can continue to collect interest on my account instead of applying the payment towards my principal. I have asked every time I call, which is every month, why this keeps happening and no one has an answer as to why this keeps happening!!
Company Response: Closed with explanation

Timely Response

2019-01-11

Bayville, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-11

ME

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: CFPB complaint number XXXX-XXXX was not properly resolved. Original complaint : I processed a automatic payment on XX/XX/XXXX for my XX/XX/XXXX mortgage payment. The subsequent statement indicated I missed that payment. As a result, I paid my XX/XX/XXXX mortgage payment a second time on XX/XX/XXXX. I then confirmed that my bank made the XX/XX/XXXX payment electronically, and provided the credit trace number to Mr. Cooper on XX/XX/XXXX. It presents an unfair burden to a consumer to have to pay twice in order to avoid late charges and reports to credit agencies. It is also not reasonable that a consumer to have to call numerous times and wait weeks in order to get the issue resolved. Since the time of that response, I received a call from XXXX XXXX at NATIONSTAR MORTGAGE ( dba Mr Cooper ) on XX/XX/XXXX indicating that the payment/refund has not been initiated.
Company Response: Closed with explanation

Timely Response

2019-01-11

Hinkley, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Nationstar ( Mr. Cooper ) is putting my home at risk by not working my file in a timely manner. At issue is a value dispute we submitted on XX/XX/XXXX as Nationstar has my property over valued and I am trying to sell my home. As of XX/XX/XXXX we still do not have an answer on that value dispute. That value dispute should take no more than 10 days to respond to and we are going now on a month. They have set a sale date on XX/XX/XXXX which is against dual tracking laws since my property is under review for a short sale. This is a violation of CAHBOR.
Company Response: Closed with explanation

Timely Response

2019-01-11

New Orleans, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My issue is with Mr. Cooper the mortgage company servicing my loan. I have been trying to get them to complete a review of my current financial information for months now and seem to always get the runaround from their agents. I am in a position where my current monthly mortgage payment is nearly half of my monthly income and it is not affordable. I have asked for a fair review of my current financial situation so that I can get considered for homeowner assistance programs but get stuck in a maze of transferred calls and missing documents. If the underwriters and decision makers at Mr. Cooper were to review the current and correct financial information they would understand my predicament and realize that although I can afford a reasonable mortgage payment, I cant afford the proposed payment they have given me through the streamline process. I have requested that such a review take place but have been obstructed by the Mr. Cooper agents and feel like a hamster on a wheel, trying to make progress but instead running in circles. I am now in foreclosure and fear that Mr. Cooper will continue to drag this out until they sell my home out from under me. I have the means to afford a reasonable payment but cant pay what Mr. Cooper is asking. I purchased my home in XXXX XXXX after my original residence was destroyed by Hurricane Katrina. At the time I had a successful XXXX XXXX and had no issue making my mortgage payments but over the next few years my business began to decline, and I transitioned into working as a XXXX XXXX XXXX. This is an industry that takes a long time to build up an established clientele and I had a major decrease in income, which made my mortgage payment unaffordable and I defaulted. I contacted Nationstar at that time and was put into a streamline loan modification that lowered my mortgage payment {$100.00} a month. This was not an income-based modification, and as explained this payment is nearly 50 % of my monthly income and not affordable. I tried to talk to the agents to tell them that this was destined to fail but I was told this was the only possible option and to take it or leave it. I reluctantly accepted the offer but soon defaulted. I continued to try to open negotiations with the customer service team but could not make any progress, so I hired a third party to assist me. I learned that there are several government and internal homeowner assistance programs that are available and that a streamline modification is not the only possible option. This company submitted documents on my behalf to Mr. Coopers loss mitigation department on multiple occasions but were continually told that documents were missing or had been misplaced by their staff or that they were outdated. My case was never actually reviewed. Since that time the third party has stopped returning my calls and I am on my own. My repeated attempts to engage with the Mr. Cooper customer service department have been ignored. I am under the impression that Mr. Cooper is required to conduct a full review of my current and correct financial circumstances to determine eligibility for homeowner assistance programs. For nearly two years the third party and now myself have attempted to get Mr. Cooper to conduct such a review but have been obstructed by their staff. I would like to file a formal complaint against Mr. Cooper and ask that you investigate their handling of my mortgage loan.
Company Response: Closed with explanation

Timely Response

2019-01-11

Rancho California, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-10

Saint Louis, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-10

Neotsu, OR

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My property taxes are currently paid by the Oregon property tax deferral program. They have been for many years. My mortgage servicer is Mr Cooper, also known as Nationstar. The only item set up to be escrowed is my homeowners insurance. On XX/XX/2018 I received a notice by email that Mr Cooper made payment of property taxes On XX/XX/2018. Using the online email I contacted Mr Cooper to remind them that I was in the states property tax deferral program and they were not to make payment. I provided contact information for the Oregon property tax deferral program. I contact the deferral program to make sure there were no problems with my acct and that it was in good standing. They said there were no problems and they were set to make payment due XX/XX/XXXX. They referred me to XXXX Co Property tax. On XX/XX/XXXX I contacted XXXX Co and was told that The states deferral program had made payment on XX/XX/XXXX and that it was the only payment they received. I was also told that Mr Coopers payments had already been processed. I again contact Mr Cooper via their online email system and informed them that XXXX Co had received payment from the state or Oregon but had not received any payment from them. I was concerned what this 'error ' would do to my upcoming Escrow analysis due to be done on XX/XX/2018. The addition of this into the analysis would increase the payment and I would be required to pay while the fixed any problems. I contacted XXXX Co again and was told that a payment was received on XX/XX/XXXX by US mail, post marked XX/XX/XXXX. They also told me a refund had been sent to Mr Cooper XX/XX/2018. On XX/XX/XXXX I received an email from Mr Cooper staying they verified there was a refund 'available ' and to allow 6-8 weeks for it to be processed. They made no reference to the yearly analysis that was due or how adjustments might be made other then the refund would be credited to escrow. 9 days later On XX/XX/2018 I checked my acct online and the new analysis had been done. They not only added in the taxes paid, but added taxes for Next year as well. The end result was my payments doubled and I legally have to pay any amount they set. With a simple credit report Mr Cooper knows. ~ I am XXXX making it harder to research and fight issues such as these. ~ My income amount and being XXXX that it is fixed, limited. ~ They know every bill I have and the amount that has to be paid. ~ They sent an email saying they will get the taxes paid refunded. Then knowing that, 9 days later did the escrow analysis and added two year of taxes. ~ they know property taxes were not escrowed, and were paid by the state of Oregon 's property tax deferral program. ~ they are trying to collect taxes not owed and against Oregon State law ~ they know my income can not support the payments of this amount and will result in default. Because I have completed HAMP and did not recast the loan, Mr Cooper no longer receives Servicer incentive payments or has chargeable services from the lending pool. Mr Cooper is looking to replace the lose of those payments, lacking any they are creating other servicing fee generating issues. They are trying to force me to default for their own profit. Nationstar dba Mr Cooper is acting in predatory manner, and this is not the first time. If they state they are not a debit collector read page two of attachment XX/XX/2018 EMAIL NOTICE TAXES PAID
Company Response: Closed with explanation

Timely Response

2019-01-10

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: MR COOPER HAS MY LOAN. I HAVE BEEN TRYING TO GET AMORTIZATION SCHEDULE FROM THEM UNSUCCESSFULLY FEW TIMES. WHY IS THIS INFO NOT AVAILABLE ON MY ACCOUNT. I WAS ALWAYS ABLE TO VIEW THIS INFO WHEN XXXX XXXX HAD MY LOAN?? HOW CAN THEY GET AWAY WITH THIS. I MAKE EXTRA PAYMENTS TO MY PRINCIPLE BALANCE AND I HAVE TO WAY TO CHECK IF THIS IS BEING CALCULATED CORRECTLY BY THEM SINCE AMORTIZATION SCHEDULE IS NOT AVAIALBLE!!!!!!!!!
Company Response: Closed with explanation

Timely Response

2019-01-10

San Jacinto, CA

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-01-10

ID

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Mr.Cooper has been servicing my {>= $1,000,000} loan on my personal residence which my wife, my XXXX children and I have permanently resided for the past thirty ( 30 ) years. I had been paying $ XXXX/month, interest only and on XX/XX/XXXX it was changed by them to $ XXXX/month.I was obviously unable to pay a tripling of my mortgage payment and did not pay until in XXXX of XXXX when they gave me a modification but wanted me to pay $ XXXX/mo for XXXX, XXXX, and XXXX in a TRIAL PERIOD before they inform me what the terms of the Modification will be which starts on XX/XX/XXXX. I paid the XXXX.payment to see if I would get more information but have been given none regarding the new Modification Mortgage. When I finally got a hold of my Single Point Of Contact after one week of trying, she could not tell me who the Investor of my Note is but that he wouldn't discount the note.She said I would have to contact Mr.Cooper Research Dept. but did not have a phone number or email and that I would have to write to them. Before I spend another {$12000.00} for XXXX Trial Period, I would like more information on what my permanent loan will be before I " BLINDLY '' make that payment ... THANK YOU
Company Response: Closed with explanation

Timely Response

2019-01-10

Lakehurst, NJ

Trouble during payment process

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-01-09

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-09

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Wrongful Foreclosure : Mr. Cooper foreclosure on XXXX XXXX home located at XXXX XXXX XXXX XXXX, CA XXXX on XX/XX/XXXX. Ms. XXXX filed Bankruptcy Case # XXXX on XX/XX/XXXX ( Exhibit A ) Ms. XXXX was informed by Mr. Cooper and confirmed that the foreclosure sale date scheduled for XXXX XXXX, was stopped due to the filing Chapter XXXX Bankruptcy on XXXX XXXX. ( Exhibit B ) On XX/XX/XXXX a representative from XXXX XXXX XXXX spoke to Mr. Cooper loss mitigation to check on the status of the loan : Called the lender. XXXX called Lender ( XXXX ) XXXX. I spoke with XXXX and XXXX in the foreclosure department. He said that the home sold on XX/XX/XXXX. I told him that we have a letter from them stating the the sale was postponed due to bankruptcy. XXXX then said he would transfer me the Bk dept. Spoke XXXX in the Bk dept. She also said that the home sold on XX/XX/XXXX. I mentioned the letter but she said she could not do anything else.
Company Response: Closed with explanation

Timely Response