Date Received: 2023-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a VA home loan for my home, located in Texas ( zip : XXXX ). The bank that holds my mortgage is XXXX XXXX XXXX XXXX. The loan servicer for my mortgage was a XXXX subservicer " Nationstar Mortgage. '' During covid, my mortgage was placed into forebearance at my request. The forebearance lasted roughly 12-15 months ( I don't remember the exact amount of time ). I agreed to a loan modification to exit the forebearance. I believe the process ( of exiting forebearance ) began in XX/XX/2021. Nationstar sent a loan modification agreement for my wife and I to sign and have notarized. We did so and subitted the agreement. Nationstar then contacted us again and asked us to re-sign and re-notarize the loan modification agreement. We were told by Nationstar that this was because the loan modification agreement we submitted was not notarized- which we know for a fact is not true. Regardless, my wife and I signed and notarized the documents again and resubmitted them. Since then, XXXX has changed our loan servicer to " Nationstar d/b/a Mr.Cooper. '' Now, Mr.Cooper is demanding that we re-sign the loan modification yet again. When I called to ask why, " Mr.Cooper '' representatives have given me multiple reasons, but has generally stated that it was some kind of document processing error on their part. Nobody at Mr.Cooper can tell me what was deficient with the last documents that we submitted. I have had Mr.Cooper representatives tell me that my wife doesn't need to sign the modification agreement this time, but then they sent me a document which plainly asks for my wife 's signature. Some Mr.Cooper representatives have said that the signature ( s ) don't need to be notarized, while other Mr.Cooper representatives have said that is must be notarized again. At times, Mr.Cooper representatives have blamed the VA, saying that the VA is at fault and that I have to resign the document due to ever-changing VA regulations XXXX Mr.Cooper representatives have also at times said that this was the result of the change in loan servicers, and a failure to transfer the documents from one warehouse to another ( and that they don't have some of the documents now? ) This process has been going on since XXXX of XXXX and collectively my loan servicers have failed to figure out how to execute this document. I am concerned that there will be new issues as a result of this much delay. ( E.g. I'm concerned that the modification will just be voided due to this extensive delay. ) It seems like Mr.Cooper has systematic communication issues within their organization. They are either negligently or wilfully mismanaging my mortgage and loan modification. I don't know what incentive they would have to disrupt this loan modification process, but this process has been so intentionally vague and opaque that I am beginning to suspect malfeasance. Even if this is not intentional misconduct, Mr.Cooper 's continuous mismanagement has been so embarrasingly inept that I felt compelled enough to submit a CFPB complaint - my first CFBP complaint ever. I hope that the process of this complaint will inconvenience Mr.Cooper even a fraction of as much as they have inconvenienced me, as I have no confidence that they can resolve this issue on their own. With what power you have, please investigate the mismanagement of this VA-regulated loan modification and VA-backed mortgage .
Company Response:
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2022 I notified the lender about not being able to make a payment on my loan. At which time they notified me that I have the option of requesting a forbearance on my loan for up to 6 months, with the ability to get a deferment to the end of my loan period. I submitted the request and it was approved. I paid all but 2 months of payments. In XXXX of 2022, I spoke to a representative from Mr. Cooper about the deferment and they submitted a request. Today, I found out that I'm two months behind because the " Investor '' that has my loan does not support a deferment, and I have to come up with {$3200.00} to bring my account up to date. This was all very deceptive and I feel it is not in the spirit of the Federal COVID relief Program. Mr. Coopers solution to the request a Loan Modification program, ( at which I lose my rate, and have to take a higher current rate ) or pay the amount in full.
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX months after obtaining a mortgage from XXXX XXXX, XXXX XXXXXXXX after attempting to make my monthly mortgage payment of {$1800.00} XXXX XXXXXXXX refused to accept my payment and stated that they were force placing insurance on the property which increased the mortgage to {$2.00}, XXXX because there was a discrepancy with the insurance company that the property was no longer covered with insurance, they did not allocate sufficient funds in escrow to cover insurance premium. From XXXX I spoke with XXXX XXXXXXXX on numerous occasions from the course of XXXX I paid {$14000.00} in increments to XXXX XXXXXXXX. In XXXX of XXXX I paid {$5000.00} to XXXX XXXXXXXX and as a result of the pandemic I would be able to defer my payments. The beginning of XXXX Mr. Cooper ( formerly known as Nationstar ) informed me via phone that they had taken over my loan from XXXX XXXXXXXX ( with no prior notice from XXXX XXXX ). Mr. Cooper ( fka Nationstar ) then proceeded to inform me that my loan was in forbearance and that I can continue once that period was over, they assured me that once the forbearance period was over that I would resume my payments. XX/XX/XXXX, I reached out to Mr. Cooper ( fka Nationstar ) to resume my mortgage payments at that time they informed my that they would not accept my mortgage payment and that I needed to pay {$18000.00} in arrearage at this time I retained an attorney. All the attorney did as take my retainer and did nothing. I have been in contact with Mr. Cooper ( fka Nationstar ) over 50 times over a period of two years, Mr. Cooper ( fka Nationstar ) obtained my loan without doing their due diligence and the transfer of my loan, I have bank statements reflecting my payments from XX/XX/XXXX - XX/XX/XXXX to XXXX XXXXl that were not reflected nor transferred to Mr. Cooper ( fka Nationstar ) I have sent documentation to Mr. Cooper, emails to their attorneys, the attorneys have yet to return my phone calls to date when I initiated contacted with them two months ago. My initial mortgage was {$220000.00} and as a result of Michigan Mutuals moral turpitude and misrepresentation and breach of trust I am now forced to contact the FTC that I have tried to come to a resolution with Mr. Cooper and they have violated as well. I have spoken to over 20 representatives at Mr. Cooper, five being in the Escalations Department. Mr. Cooper is now in violation of culpable negligence and breach of trust. I have been proactive in this situation and Mr. Cooper ( fka Nationstar ) has not acted in the best interest of the consumer. Mr. Cooper has issued a lispendens on my home that was currently in modification. At this point I have no other recourse but to contact the FTC, it is my hope that with the help with the FTC that this issue can be resolved.
Company Response:
State: FL
Zip: 33444
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This loan officer through his manager : Loan # XXXX Zip code used is XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX # XXXX ( email ) XXXX ( direct dial ) XXXX ( cell phone ) XXXX text and call ( fax ) XXXX Mr. Cooper XXXX # XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX Purchase Sales Manager XXXX # XXXX These people in all their departments have evaluated our credit and income and have toyed us around. I was approved for a loan and now have savings too, and they recanted due to familial status, family origin or XXXX background, I am a XXXX working american citizen. I applied for a loan they approved me and XXXX knowing the familial status or other detail, they recanted I owe no money to mr cooper or natiostar. Nationstar has received XXXX dolars in cash from XXXX XXXX as security deposit ( I can prove it ) and kept it in a " separte account '' for the bank 's benefit, and my mother XXXX XXXX XXXX not owe any money to the bank and sent some to their attorney and some to their client buddies in electronic interstate transfer of exempt retirement funds of a XXXX XXXX XXXX XXXX woman, and kept it along with some transactions doen by their counsel with a revoked license company whereby the attorneys hold some documents he negotiated behind our backs they are threatening us to pay the undisclosed illegal debt obtained by their clients on a property they no longer own or occupied. All equity belongs to XXXX XXXX since XXXX and there is a title to proove that. Nw the want to keep the money, take the XXXX to the street. sell the house for 3 tiems the debt keep her cash and reward the attorney and the fraudster for not showiing up to court because the attorney did NOT SUMMON SERVE PROPERLY the morrgagor hence colluding to cover a crime against an innocent senior purchaser of value. FDIC sent information to the FBI already.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I first purchased my home in XX/XX/XXXX via article of agreement, from my grandmother and I moved in the same month. I then obtained my VA home loan in XXXX through XXXXXXXX XXXX & I continued to live in the home. My VA mortgage was then sold to other mortgage lenders I believe 2 additional times. In XX/XX/XXXX, my husband purchased another home, which we moved into and currently live in as of XX/XX/XXXX. We then renovated my property ( XXXX ) with brand new bathrooms, electrical, sidewalks, windows, flooring etc. We planned to use the property as a Rental. During the Covid-19 pandemic, I opted to post-pone my mortgage payments, due to a dramatic decrease in my employer hours. My property is currently with Mr. Cooper Mortgage. At the end of my forebearance, I applied for a loan modification in XXXX of XXXX. In XXXX of XXXX, I obtained renters with a yearly lease, in the amount of $ XXXX. I submitted all requested documentation to the mortgage company in order to complete a loan modification. In XX/XX/XXXX, Mr. Cooper denied the modification, due to me not submitting required documentation, however all was forwarded to the company. Mr. Cooper mortgage then had me re-apply for the modification, stating it was an error on their part, in which I did and again submitted all requested documents. Mr. Cooper mortgage then kept rejected my uploaded documents to their online site. I then not only uploaded the documents, but I also emailed and faxed the documents to the mortgage company. I have also been working with a VA loan specialist with VA.gov and forwarding all letters and details to XXXX XXXX. As of XX/XX/XXXX, the mortgage company again denied my modification request. Per mortgage rep on XX/XX/XXXX, it was denied due to my home ( XXXX XXXX XXXX, XXXX, PA XXXX ) being currently being occupied as a rental property. She stated that I must live in the property. I received the denial letter XX/XX/XXXX, demanding a lump sum payment of {$11000.00}, noting that failure to pay the full amount by XX/XX/XXXX would result in foreclosure and/or short sale. The Act 91 letter was then received. Per XX/XX/XXXX letter from Mr.Cooper states my Pandemic forbearance Modication expired and that the mortgage company were unable to reach me. I have uploaded faxed and emailed requested documents to the company, to XXXX XXXX and XXXX XXXX at Mr. Cooper. Most recently I received a letter from the company that my last modification was denied in error. That it was not due to me not living in the property, but due to my debt/income ratio being too high. I then had to reapply for a third time with Mr. Cooper as the company said that due to new Modication rules, I may be eligible for another loan modification. All requested documents were uploaded and emailed to the above persons, including XXXX XXXX. I then kept getting notifications to upload my rental agreement, per loan modification. The company kept rejecting my submitted documents, including my current tenants lease. The lease included the monthly rental amount, address location, length of contract and tenants signatures, were uploaded and emailed to XXXX and XXXX several times on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX also submitted the documents on my behalf. A letter from Mr. Cooper mortgage, dated XXXX was received stating all documents have been finally been recieved and the mortgage company will be reviewing the info. The letter also stated that due to prior modification requests and denials, and that requested borrow documents were not received from me, that foreclosure related activities will continue. It also states In the letter that the mortgage company may require an appraisal of my property. This has been the most painful, stressful and frustrating experience to say the least. I have kept all records of letters from the company, faxes, emails, snapshots of online documents submitted/rejected, phone calls to the company and dates of all activity. I feel that this mortgage company is providing deceptive, unfair and misleading lending practices. I feel Mr. Cooper denied 2 prior modification requests, in a scheme to foreclose on my VA home loan. On XX/XX/XXXX, I accepted a full time XXXX position with another company, and submitted my employer award/salary letter, ( $ XXXX ) XXXX weeks of paystubs, my VA XXXX letter noting XXXX XXXX, my renters lease of $ XXXX, all bank statements reporting the above monthly income deposits. I have made every attempt to submit all requested documents and have been more than willing to work this modification loan out with the company, resume payments and include partial monthly payments for the months in the Covid 19 forebearance, and get my mortgage loan back on track. I now owe the company over {$13000.00} in fees and back payments, which is in additional to the original pre-Covid loan amount owed of {$72000.00}. ( My initial loan amount was {$85000.00} ). ( Per XXXX, approx property value is {$120000.00} ). Again, I feel that this mortgage company is providing deceptive, unfair and misleading lending practices, and I need additional assistance on my behalf with this company. I also need recommendations on if I should obtain legal representation.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I sent a loss mitigation application to Mr Cooper on XXXX XXXX 2023, it's been 20 days and I still haven't received the response from Mr Cooper, I do not know what will be the outcome. i'm worried that it will affect my credit, as my Mortgage payment was due on XXXX XXXX, 2023 And I haven't made that payment. this process of loss mitigation should have been quick and I should have received a response in 2-3 days, Mr Cooper is not cooperating and is not responding to my loss mitigation application in which I requested to give me a forbearance for next six months as I recently suffered from XXXX and I do not have money to pay for mortgage reason being I didn't do business when I was suffering from XXXX, and it will take me some time to get back on my feet, so I'm just asking for more time to get back on my feet and mr and Mr Cooper is taking is taking advantage of that
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent checks to mr.cooper, because they turned off the auto pay on the account. They cashed my checks, but didn't apply the funds to my account. I have called numerous times with people telling me they don't know what I'm talking about. I have sent emails with pictures of the checks, but have got no response from them. At this point I don't know what to do. They are taking my money, but saying I'm not making payments.
Company Response:
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance to the fair credit reporting act acts by XXXX is violating my rights. Under 15 USC 1681 section 602 states I have a right to privatcy. 15 USC 1681 section 604 A section 2 states the consumer reporting agency can not furnish an account without my written consent or instructions. 15 USC 1666 B states a creditor can not treat a payment on an open mortgage or credit account under an open consumer credit plan as late for any purpose Nationstar Mortgage LLC XXXX Reporting Lates : XX/XX/2022 XX/XX/20XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 233XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I recently filed a complaint that was closed by Mr. Cooper. In their response Mr. Cooper lied to this agency and by default to us once again. Mr. Cooper and XXXX XXXX have systemically lied to us in what seems to be an effort to drag this out to a foreclosure date. Even after Mr. Cooper responded to a previous complaint we received documentation from Mr. Cooper XXXX XXXX XXXX ( XXXX XXXX XXXX in her email address ) refusing to supply us with the information we requested. Her email reply and XXXX reply do not include the very specific documents we requested. ( Attachment : XXXX XXXX XXXX XXXX ) and ( Attachment : XXXX ) In fact Mr. Cooper employee, according to XXXX XXXX, lied to us. She very, VERY clearly stated XXXX XXXX OWNS our loan. She has repeatedly used the word own in replies to us AND to this agency. This is a falsehood. ( Attachments XXXX and MrCooperXXXXr ) We sent an email making it very clear what documents we were looking for yet XXXX did NOT provide the correct documents. Attached you will see her documents stating XXXX XXXX OWNS the loan AND documents showing XXXX XXXX denying they OWN the loan. Mr. Cooper will claim she misspoke but it is in several correspondence from employee XXXX XXXX. Mr. Cooper has engaged in this type of fraud and deceit for years causing both mental health and physical conditions to deteriorate for myself and my mother and they should be held responsible. The loan is predatory originating from XXXX in 2006, we have paid an estimated {$130000.00} on an {$80000.00} loan and they want {$66000.00} more. Mr. Cooper has failed to provide documents as requested. Repeatedly.
Company Response:
State: CT
Zip: 06108
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I was just looking at my credit report and found some errors relating to my payment history on some accounts. My mortgage with Mr. Cooper, is not reporting on my credit report. I would like for my mortgage to report to credit report.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A