Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a Loan Modification with Nationstar/Mr.Cooper XX/XX/XXXX ever scene the start I have had nothing but trouble with there Escrow Department , I have had NOTHING but Escrow Shortages every year. In XX/XX/XXXX shortage of {$340.00} so they fixed this by giving me another Loan of the {$340.00}. Then in XX/XX/XXXX it was XXXX shortage of my Escrow {$920.00} as I tried to find out why this happened I received no answer. At this time I told them something was wrong that I had done my own Escrow for XXXX. never had any problems. Again they were going to give my another Loan I said I could not make an additional {$120.00} a month, so some how I found the {$1000.00} and paid it. I also as them " Will this fix & make up any margen so there will NOT be any more Large ( {$1000.00} ) shortages '' I was told yes. Then in XX/XX/XXXX there was a {$270.00} shortage, I call them only to find out that the {$270.00} was take out of my account & put some were ) unknown were ) they put it back telling me it was an oversight ( ya ). So No shortage for XXXX. Now at this time I spent XXXX months with them trying to fix this Escrow Problem they were unwilling to talk to me/ reply back other with just the push bottoms to send me the same paper work. I had some communication with a XXXX XXXX a AVP, Customer Relation & a XXXX XXXX a Customer Relation Specialist that would not get back to me as they said. When I tried to call/email I received No replys. I tried to ContacXXXX XXXX XXXX CEO & XXXX XXXX & The Legal Department both by email & Fax on XX/XX/XXXX XXXX XX/XX/XXXX then emails XXXX that I NEVER received a reply. As I have found many thing wrong/missmanagening of my money ( like I found were this year they had charged me for late payment fees of {$15.00} plus of around {$150.00} I have never been late. Then they put it back months later & out unknown amounts that I don't know what they are ). I have asked & told them that I can't trust there Escrow Department & that I have done my own Escrow for XX/XX/XXXX yrs. that I need this account turned back over to me, so that I/that there will NOT be ANY more mishandling of my account. There reply is that I have an Loan Modification Agreement for my Escrow and they can not do that. When in fact ( as I know & courts know that if both party 's agree that it can be changed ) well I found in this agreement that it say 's " Borrower shall pay Lender the Funds for Escrow Items unless this Agreement is terminated either by Lender, or pursuant to applicable Law. so on '' .Now this year XX/XX/XXXX there at XXXX was a shortage of {$450.00} then after a call they redone the Escrow & now is {$400.00}. As I was unable to get the Escrow Account returned back to me. I then thought ok I have done my own Escrow I will add to my Escrow {$25.00} a month, then when Taxes came in I up to my Escrow {$45.00} a month. So there should not be again any {$400.00} shortage. Again I have asked to get my Escrow back & again they just send me the same paper work that doesn't work. They again will not asing someone to check into/work with this account. I have even via there request did a month to month Escrow in XXXX only to have there agent just put it in the trash.I have done/gone above and beyond to try to work this out & they just give me the run around/dump on me. I know that this can be turned back to me. I have even told them put this on a XXXX yr. trial period. I have copy 's of what I have sent & a few reply 's if needed. This Shortage was not there until the XXXX Loan Modification, before that there was an Escrow for just my Taxes, there was know problem. I also as I told them that they are doing the Escrow on the last years Escrow amounts and not taking in to account that the Taxes & Home Ins. is going to go up. I know that CFPB has had many Class Action Law Suit 's against this Company and they still are getting away with what they are doing. I am XXXX and can n't be making up these {$1000.00} Shortages. I also fell that they are making these shortages so they can add a Loan with an $ XXXX {$45.00} a month extra payment. They are suppose to be handling an Escrow Accounts and they are not doing so as the have proved year after year. I do have more of what has been done to my account. Can sent copys on anything that will be needed.
Company Response:
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year the servicing of my 30 year conventional home loan changed hands multiple times ( not a problem, completely normal ). It ended up in the hands of Mr. Cooper at the end of last year. Fine, it is what it is. They service the loan just fine. No problems on the financial side. The advertising, however, is beyond annoying, to the point of harassment. I get one or more emails a day from them advertising for refinance or other loan-related services. Over the last XXXX months I have done the following to get them to stop : 1. Unsubscribe link on their emails -> Unsubscribe all ( tried this 4-5 times ). 2. Logged into my profile on their website and mobile app and turned off all emails, marketing, and sharing of my information with 3rd parties. 3. Used their marketing Unsubscribe All forms for both paper and digital communications, found on their website customer service section. Nothing seems to help. I don't want to block emails from them incase they actually have an important notification for my loan, such as a late or missed payment ( XXXX forbid - not that I have ever been late, but mistakes happen ). I am beyond frustrated.
Company Response:
State: MN
Zip: 55369
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has purchased my loan that was previously with XXXX. The payment made on XX/XX/2022 for {$3100.00} has not been posted to my account three weeks later. I've spoken with XXXXXXXX XXXX they assure me the payment was made and the funds left my checking account and that is all they can do on their end. Meanwhile repeated calls to Mr. Cooper have resulted in a different story every time and no resolution. XXXX has forwarded their phone to Mr Cooper as it is my understanding Mr. Cooper took over the entire residential loan portfolio from XXXX. At this time I'm left under the impression that Mr. Cooper has stolen {$3100.00} from me. I did subsequently send an additional {$2800.00} to keep the loan showing current as I do not trust this company to not harm my credit report. But the {$3100.00} in their pocket and not posted to my account.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was originally with XXXX XXXX They offered me a loan modification in late XXXX of XXXX. They sent me documents in XXXX of XXXX, but I also received notice that they sold my loan to Mr. Cooper/XXXX loan servicing. When I contacted Mr. Cooper in XXXX of XXXX they said they would honor the terms that XXXX XXXX offered me on the modification. Also stated that they haven't received the whole loan file yet, so they don't know what the terms are yet. On XX/XX/XXXX I email Mr. Cooper thru their portal advising them of my modification from freedom. They replied back with my dedicated specialist XXXX XXXX. On XX/XX/XXXX I received loan modification documents that were slightly different from the one from XXXX XXXX When I received the documents I tried to contact XXXX but we play phone tag and never got a hold of each other. On XX/XX/XXXX I sent an email in their portal following up on my modification and the difference between their mod and XXXX XXXX. Sometime in XXXX I sent them the loan modification documents that Mr. Cooper sent me via they XXXX envelope. On XX/XX/XXXX I sent a follow up email asking the status and just received a general response. Then On XX/XX/XXXX in the morning I sent another follow up email asking the status of my loan modification. Later on in the afternoon I logged back into the system and saw my loan modification was denied. In the afternoon on the XXXX I sent an email in the portal as to why I was denied. Around XX/XX/XXXX or XXXX I received a mail in the afternoon saying my loan modification was denied due to lack of executing agreement. On XX/XX/XXXX I called and spoke to a general representative and they told me my loan modification was denied because I didn't submit my trail payments. I told her that I was waiting on a response from them if the loan modification was approved. In the portal the status of the loan modification stated reviewing documents submitted. She stated she was going to place a ticket in with upper management to see if they can honor the original loan modification terms. On XX/XX/XXXX I called to speak to a supervisor directly. The supervisor stated that the reason for my loan denial was because the reduction wasn't sufficient to meet their criteria. Not really sure what that means, but I want the original loan modification that was offered. She stated that this wasn't an option and that more than likely my request would be denied. Then on XX/XX/XXXX I received a new loan modification package with non favorable terms, basically the loan modification is more than my original payment. Completely different from the original loan modification offered. I contacted the VA loan servicing department and they stated that my lender should honor the VA Refund loan modification that was offered. I have attached the following documents to this email.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33415
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have filed complaints and have tried to contact Nationstar to discuss loss mitigation but they refuse to talk to me. Loss mitigation companies, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX, both tried to call them many times since XXXX of 2021 to help me with loss mitigation but Nationstar has refused to talk to them also. Nationstar 's attorney told my attorney that I should not have a problem talking to them, however, that turned out to not be the case. They obstruct any way for me to make payments or to do loss mitigation. They did not honor a loan modification that I got from XXXX XXXX XXXX even though I made every payment according to the loan modification. They do not even send out monthly mortgage statements. This company does not do what they say they are going to do. They tell the CFPB that they will respond to my complaints but not only do they not respond but they will not talk to me at all. I have put my life savings into this property and I don't have enough time in my life to do it again. They just want to steal my house and it appears that they do whatever they can to make that happen. They try to take advantage of older people as they think they can get away with it. This needs to stop!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My partner and I paid a {$4000.00} retainer to XXXX XXXX XXXX who promised to secure a loan modification with XXXX XXXX XXXX. We were told to not make any mortgage payments while the loan modification was being negotiated. XXXX XXXX XXXX told us to not communicate with XXXX XXXX XXXX, and that any written correspondence was to be forwarded to XXXX XXXX XXXX. We waited many months but never received a response to our application. Neither XXXX XXXX XXXX nor XXXX XXXX XXXX would return our calls, and we were left in limbo. During this time, the property came up for auction TWICE ; each time we were told to file XXXX XXXX bankruptcy. Eventually the COVID pandemic hit and caused delays and difficulty in reaching XXXX or XXXX, as well as making it difficult to reach appropriate government agencies to request assistance. During the COVID pandemic, my homestead became the target of a very disturbing tech-enabled real estate mobbing operation which has been disrupting my daily life and subjecting me to extreme forms of abuse for the past three years. Several individuals participating in this real estate mobbing operation have attempted to claim ownership of my property. Many false claims have been made which is causing a great amount of confusion surrounding the status of my ownership and everything related to the servicing of my mortgage loan which has recently been transferred to a new servicer. Upon receipt of the new company 's Welcome letter, it was discovered that the loan documents contained the wrong name and possibly other inaccurate information. The loan is under the estate of my mother, XXXX XXXX XXXX. I was verified as a successor in interest, and authorized as a third-party on the account, but I never assumed the loan. The property has some business tax liens from my mother 's company that were supposed to have been removed from the tax rolls. At this time, we have received notice from a law firm in XXXX that the property is scheduled for foreclosure auction on XX/XX/2022. We do not know who is foreclosing on our homestead. The XXXX received a default judgement against me in the past year, and we were lied to by the XXXX 's attorney who promised us an out-of-court payment arrangement. I am an independent adult living with XXXX. I feel that my XXXX has been used to discriminate against or to take advantage of me. I have also been told that by not having a XXXX or XXXX, that I am unfit to own my property in this community. Please help me save my family 's homestead.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We originally had our mortgage with XXXX XXXX XXXX for many years. Because of covid and our business shut down for 2 months, we applied for the relief. XX/XX/2021 we were wanting to start making our payments again, and XXXX XXXX XXXX sent us a loan remodifacation, which cut interest rates and payments practically in half. Which we were excited about. Then they sell us to this Mr. Cooper ( Nationstar Morgage ) so then its in review with them. I had set up their app on my phone, but they would not let me make a payment. They just kept on saying it takes time when you are being transferred and loan remodifacation, there is nothing you need to do. Then finally in XXXX, our loan remodification was approved and so we waited for the paperwork to come, which it never did. Then as of XX/XX/XXXX, they are saying it expired and we have to fill out an application and start over ... ..I feel like this is very shady and I am sure they are not going to give us that rate and probably higher than what we had originally. I also called multiple times to find out what was going on with our loan and they were like Oh we will get this expedited for you and still never got our paperwork.
Company Response:
State: MO
Zip: 63052
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper. In XXXX they did not make my hazard insurance payment. After being contacted by me and insurance company multiple times they sent a check but I was informed by my insurance company that it was returned by the bank due to a stop order being placed on the check. I've emailed and called ( I wasn't able to reach in agent it keeps disconnecting ) and this servicer is terrible. I had more than enough in my escrow account and I need to know what happened to my money in order to pay the insurance company. They're giving me XXXX weeks to get them payment and this servicer doesn't respond at all.
Company Response:
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were forced into bankruptcy because of COVID. I tried to work withour original lender but they were no help. Bankruptcy payments have been made and I have also made several double payments. My loan has now been sold to Mr. Cooper and none of the ( 1 ) payments from the bankruptcy trustee, or ( 2 ) the extra payments I have made, have been applied to the account. I just received a notification that I still for a XX/XX/2021 payment. Before the loan was sold, XXXX XXXX XXXX held approximately {$30000.00} in unapplied funds. I don't even know if my escrow payments are being paid to escrow. I would like my payments to be properly applied to my account, or I will have to hire an attorney to prosecute them as acting in bad faith.
Company Response:
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX transferred my loan with no proper notice XX/XX/XXXX. The only way I was made aware was when trying to obtain mortgage documents for current re-finance in XX/XX/XXXX. The requets for documents was made twice in XX/XX/XXXX via phone and neither request was satisfied. No accessable phone number for me to call XXXX. Emails to previously answered email addresses with XXXX are not replied to. Online access to XXXX is disabled. Further when I called XXXX in XXXX the calls are directly routed to Mr. Cooper loan servicer. Mr. Cooper has no information on my loan when I was transferred directly and automatically to them from XXXX publicly listed phone number. XX/XX/XXXX via U.S.P.S. first-class mail presorted XXXX postage XXXX XXXX XXXX no. XXXX documents were received at XXXX XXXX XXXX, XXXX in regard to loan transfer to Right Path Servicing ( RPS ). The notice stated the mortgage was transferred XX/XX/XXXX and payment is due to RPS XX/XX/XXXX. Also stated that private mortgage insurance is necessary on this loan? PMI was no previously needed? XXXX has not reported to credit bureau on mortgage note since inception.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A