NATIONSTAR MORTGAGE

2019-10-21

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-21

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-21

Anaheim, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

Atlantic Beach, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

Carmel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

MA

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

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

PA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

Homecroft, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-19

Edmond, OK

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-18

Hillsdale, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-18

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-18

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-18

Lithonia, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-10-17

IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My husband was on medical leave post surgery and we asked for assistance with the mortgage to be able to afford or lower the payments temporary during his 3 months leave. Mr. Cooper said we could do a loan modification. Mr. Cooper mortgage company told us they would modify our loan and we had the option to make payments or not while we were waiting for them to process it. During the process we missed the three payments which total about 6,000 .Understanding we had at the time a total income of XXXX a month so, when he went on leave it dropped by half until he began receiving 60 % of his income from his XXXX XXXX leave. The problem is Mr. Cooper failed to disclose the full details of the modification and didnt explain in detail. We were explained and to our understanding that the payments were going to be moved to end of the mortgage loan. In reality, we were taking out a second mortgage with a different lender. We were not explained this part of the modification. We only found this out when we went to take the equity out to do repairs and remodeling. It was then that we found out that we had two mortgage loans.We had the opportunity to read the contract with little understanding of what were signing. It was our mistake not seek help to assist us in understanding the paper work. We trusted our mortgage company and didnt know the correct question to ask to get the answers we needed or to disclose this information. We did not get any money out of it. The second mortgage was a sum total of XXXX that was distributed by Mr. Cooper mortgage company to were they designated it to go.Now we have this mortgage that we cant do anything not even sale the home until that second mortgage is paid up front. However, It paid the missed payments but if we had known we wouldnt have done that, we couldve made partial payments and excepted the late fees or let something else become delinquent or found other ways to pay. We were not totally broke we still had my income. I was still employed full time.
Company Response: Closed with explanation

Timely Response

2019-10-17

Indian Valley, PA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-10-17

Jamaica, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-17

Roselle, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-17

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-17

Dayton, MN

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-10-16

Mattituck, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-16

Rosenberg, TX

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-10-16

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mr. Cooper failed to pay my XXXX County taxes for XXXX. I had a tax payment due of {$8400.00} on XX/XX/XXXX. Mr. Cooper attempted to make a payment on XX/XX/XXXX, but, according to the XXXX County Treasury Dept, Mr. Cooper mistakenly deleted the Parcel Identification Number from the cart and the payment was never made. Mr. Cooper failed to notify me of this missed payment and they failed to notify me that the payment was returned to my escrow account. I only found out when I got a late bill in the mail from XXXX County. I had to notify Mr. Cooper of this issue -- they were unaware and doing nothing to resolve it, despite their responsibility as my mortgage servicer and managing my escrow account. I have spent 3 months and countless hours chasing Mr. Cooper to get this resolved, and have found them to be both negligent and incompetent. Every time I call their Customer Support, I am given different and conflicting information. I have had to push them with weekly calls and chases to look into this problem. When I stop calling, nothing happens. My taxes are now 2.5 months overdue and I still can't get a straight answer. They claim that another payment attempt was made on XX/XX/XXXX, but there is no record of disbursement on my Mr. Cooper account -- the escrow balance simply dropped. Looking online at the XXXX County Treasury office, I can see they have not received payment and are still showing balance as due.
Company Response: Closed with explanation

Timely Response

2019-10-16

Struggling to pay mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2019-10-16

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to get a loan modification and the servicer, Mr. Cooper, has been giving me the runaround. I've had to send the same documents over and over. Now, they are saying they have the documents, however, they can't do anything because the sale date is now less than 37 days away. Mr. Cooper started asking for proof of occupancy. I have given them utility bill 's, tax returns, bank statements. Then they asked for a luxury bill, I don't know why a luxury bill would be better than all of the above mentioned items. Nevertheless, I provided it. Please help me save my home. I've done and provided everything I was asked for in a timely manner. Thank your for your help. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-10-16

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response