Date Received: 2022-01-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Nationstar Mortgage, LLC dba Mr. Cooper sent letters to my residence requesting I provide proof of hazard insurance from XX/XX/XXXX to XX/XX/XXXX. I have never had a mortgage with Nationstar Mortgage, LLC dba Mr. cooper. Nationstar Mortgage, LLC dba Mr. Cooper has never been the owner of my mortgage or note. Neither I or my spouse have ever received a loan, or a line of credit from Nationstar Mortgage, LLC dba Mr. Cooper. Nationstar Mortgage, LLC dba Mr. Cooper brought a wrongful foreclosure action against me & my spouse, XXXX XXXX XX/XX/XXXX. A final judgment was entered and we were informed by the judge, as well as the attorney for Nationstar Mortgage, LLC, that the judgment cancelled the alleged mortgage. Nationstar Mortgage, LLC refuses to record a satisfaction or lien release on the property at XXXX XXXX XXXX XXXX, Fl XXXX and is still trying to collect hazard insurance from XX/XX/XXXX to XX/XX/XXXX. There is no mortgage. Nationstar Mortgage, LLC dba Mr. Cooper, threatened to charge my spouse for insurance and purchase the plan for us for XX/XX/XXXX to XX/XX/XXXX. Nationstar Mortgage, LLC dba Mr. Cooper also stated in the letter, we received the hazard insurance information you provided but we are unable to verify coverage from XX/XX/XXXX to XX/XX/XXXX. I never sent proof of insurance coverage to Mr. Cooper. Who sent it? I filed bankruptcy on XX/XX/XXXX & received a discharge under chapter XXXX on XX/XX/XXXX. Nationstar Mortgage, LLC dba Mr. Cooper was listed as an unsecured creditor and my homestead property was claimed exempt from sale by judgment or third party debt collectors. Nationstar Mortgage, LLC dba Mr. Cooper has engaged in theft, unjust enrichment and has continued to harass me. Nationstar Mortgage, LLC dba Mr. Cooper allegedly sold the property XXXX XXXX XXXX XXXX, FL XXXX to another party sometime in XXXX. Why would we owe insurance to Mr. Cooper from XX/XX/XXXX to XX/XX/XXXX, when Nationstar Mortgage, LLC dba Mr. Cooper claims to be the owner of the property from XX/XX/XXXX to XX/XX/XXXX? This is a form of insurance fraud. Why hasn't there been a lien release recorded? Nationstar Mortgage, LLC sent my spouse a 1099A on XX/XX/XXXX. The property was never abandoned and Nationstar Mortgage filed a false/fraudulent tax form to the IRS in regards to real property. I have recorded affidavits in the official records of XXXX XXXX Florida disputing the certificate of title, verification, certification of possession of original note, assignment of mortgage etc. The affidavits are undisputed. Pretending to originate a loan and executing and recording documents that contain fictitious, misrepresentations or fraudulent statements which results in theft of property, is a crime in florida and is a third degree felony. Fl a. Stat. 817.535 ( 8 ) ( a ) provides that any person adversely affected by an instrument filed in the official record which contains a materially false, fictitious, or fraudulent statement or representation has a civil cause of action. Upon a finding that the instrument contains a materially false, fictitious, or fraudulent statement or representation such that the instrument does not establish a legitimate property or lien interest in favor of another person the court may declare the instrument null and void ab initio and may order the instrument sealed and removed from any searchable electronic database. See 817.535 ( 8 ) ( b ) ( 1 ). FL 817.535 - Unlawful filing of false documents or records against real or personal property. ( 2 ) ( a ) A person who files or directs a filer to file, with the intent to defraud or harass another, any instrument containing a materially false, fictitious, or fraudulent statement or representation that purports to affect an owners interest in the property described in the instrument commits a felony of the third degree, punishable as provided in s. 775.082, s. 775.083, or s. 775.084 I have requested who Nationstar Mortgage, LLC dba Mr. coopers Errors & omissions insurance provider several times and have been ignored. I sent an administrative procedure letter and was ignored
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is now the 2nd complaint for the same problem I've had and filed through here. The last time the company just told this bureau they fixed the problem and they did not. That case was XXXX. It's now been 3 months since my mortgage account at Mr. Cooper has been messed up. I continually try to make payments and keep getting told the are doing a loan modifications and will receive paperwork shortly via XXXX. The last time this happened was over the phone on XXXX XXXX at XXXX central time. I still have not received this loan modification they have told me they were sending. They continue to call and send out texts to me saying they are a debt collector which has now just become harassment. This problem has also taken its toll on my XXXX XXXX as my score has dropped XXXX points and they are reporting serious delinquency to the credit bureau.
Company Response:
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, Mr. Cooper charged me a $ XXXX county fee. This fee was included and paid on XX/XX/XXXX during my closing. My closing cost detail sheets include this fee paid to the county. Also, Mr. Cooper charged {$5.00} in " other fees due '' for a service that was not rendered nor authorized. I never authorized an Exp Quote Delivery Fee. On XX/XX/XXXX, I placed a call to Mr. Cooper requesting an immediate payoff letter. The representative stated I needed to call back in a week and that expedited payoffs via email have a fee. I refused to pay the payoff fee and asked for a written notice on XX/XX/XXXX and XX/XX/XXXX, and XX/XX/XXXX. My request was intentionally delayed by staff. After multiple requests, I received the payoff on XX/XX/XXXX. Although, I received three other notifications from Mr. Cooper within that timeframe, on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I request reimbursement for these erroneous charges totaling {$55.00}.
Company Response:
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Cfpb, I am sending you some documents titled *my XXXX XXXX Credit Report. My credit report is inaccurate. On XX/XX/XXXX I wrote a letter to Nationstar/Mr, Cooper about my XXXX credit report is inaccurate. Number of monthly payments Nationstar/Mr.Cooper has XXXX reporting on my credit reports has been XXXX. Nationstar/Mr.Cooper has not respond back to me about this issue. Under [ SummarXXXX ] Here is a summary of your modified mortgage, this is the document that came with my permanently modified Home Affordable Modification Agreement. On this document were it says [ Payment Schedule ] The enclosed Modification Agreement includes a payment schedule in Section XXXX showing your payment plan for the life of your modified loan after the trail period. Under my modification Agreement it says number of monthly payments 290. On XX/XX/XXXX and on XXXX XXXX I filed a credit report dispute with all three credit reporting company 's, XXXX, XXXX and XXXX. I told them my credit report is inaccurate. Nationstar/Mr.Cooper has not responded back to me on this issue. On XXXX XXXX I notice my credit score dropped XXXX points. I don't understand how this happen. I am current. I have a current active mortgage loan account with Nationstar/Mr.Cooper which is my permanently modified XXXX XXXX Modification Agreement. Account number XXXX. Which is under the Making Home Affordable Modification Program. My mortagage is current and in good standing. Cfpb, I am sending you the following documents.XXXX XXXX Credit report XXXX This credit report is before the XXXX. I have already sent you a copy of this credit report in XXXX. I am sending it to you again. Cfpb, you can see I am current on my loan, I am not late, in a foreclosure, forbearance, I did not surrender my home, I am keeping my house and my loan is current and in good standing. My XXXX Mr.Cooper Detail Transaction History dated XX/XX/XXXX. Cfpb I am asking Nationstar/Mr.Cooper to read the top of this XXXX Mr.Cooper Transaction History document .They gave it to me on XX/XX/XXXX and on XX/XX/XXXX. I am not late, in a foreclosure, forbearance, I did not surrender my house, I am keeping my house and my loan is current and good standing. XX/XX/XXXX I wrote a letter to Nationstar/Mr.Cooper. I asked Nationstar/Mr.Cooper and said ... I am requesting that Nationstar/Mr.Cooper review the document titled [ Summary ] of your modified mortgage that you sent to me with my permanently modified Home Affordable Modification Agreement made on XX/XX/XXXX. Please review on the document the following... XXXX rate, Payment schedule. Fees, Escrow Account and New Principal balance information. I am sending you a copy of this document. On this letter I requested Nationstar/Mr.Cooper to look into other concerns I had about things happening to my loan account. XX/XX/XXXX I received a letter from Nationstar/Mr.Cooper through the Consumer Financial Protection bureau . Nationstar/Mr.Cooper said ... state pre-foreclosure notices ... .. on my account are general written correspondence examples, not to be construed or a implication or conformation that the account is in foreclosure. Then why did my credit score drop XXXX points? On XX/XX/XXXX? I made my XXXX schedule mortgage payment on time. My loan is current. This should have not happen on my credit report. Nationstar/Mr.Cooper you also said the account was current at the onset ( XX/XX/XXXX ) of the XXXX XXXX.
Company Response:
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made the last two monthly payment via online banking. Ive paid the same way for years. Both payments were returned by the mortgage company. XXXX I paid on XXXX and it was returned the XXXX. XXXX I paid on XX/XX/XXXX and it was returned on XX/XX/XXXX. I tried to reach them by phone several times, but to no avail. Wait times to reach an employee are outrageous. I tried the online chat twice. I started the last chat on XXXX, they responded back but not to my satisfaction and then closed the chat! I then emailed them screenshots of my complaint is with my mortgage provider, mr cooper. my online banking showing the payments and the return of payments. They replied back that the payments were returned. I replied back that yes the were returned, That is why i am trying to talk about it with them. I havent done anything wrong, ive made payments the same way for years. The last response from them just stated my mortgage has not been paid since XXXX and all late fees are valid. I responded that i want to get current and am willing and able to pay but why should i be penalized with late fees and negative marks on my credit score. My best contacts are email XXXX or phone XXXX XXXX XXXX. Thank you
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I initially called Mr. Cooper ( aka Nationstar ) to inquire about the steps to remove PMI. Given the value of the home we purchased in XXXX had increased and taking into consideration payments made, our LTV met the 80 % criteria. I was told by the Mr. Cooper representative that we needed a certified appraisal and that the loan to value needed to reflect a value of {$420000.00}. I was told that I could use my own appraiser or one through Mr. Cooper, and that It could be a quick assessment online or a detailed. I paid for an appraisal and I submitted it on XX/XX/XXXX. When I did not receive a response, I called and the representative told me that my request was being rejected because the appraisal had to include pictures of every room in the home, which was not specified as a requirement, and that the report must state the improvements were completed since closing. This conflicted with the information I was originally given, which was that the appraisal could be a " quick '' appraisal for the cancellation request. I resubmitted the amended appraisal on XX/XX/XXXX and provided the requested information and receive a denial letter on XX/XX/XXXX. The denial reason was not specified in writing, and indicated I must call a representative. The representative indicated that the denial was because we had not owned the home for 2 years, that the review process was different due to the ownership timeline. I was not informed of this until this conversation which was very frustrating. I requested requirements and details regarding the denial in writing and they refused. Given the appraisal was still within the 120 day timeframe, I resubmitted the request after the 2 years had passed since closing on XX/XX/XXXX. I received another denial on XX/XX/XXXX indicating the Loan to Value comparison is based on the original purchase price and value instead of the current appraised value. I wrote another email on XX/XX/XXXX requesting the process for appeal and for more information. I received a call the first week in XXXX and the representative informed me that since 2 years had passed since closing, the LTV requirement was 70 % and that I would need to submit another appraisal. Every time I talk to a Mr. Cooper representative, they give different requirements to remove the PMI. I have asked for the process in writing and they refuse to provide it, they only review the requirements over the phone. I have asked for the appeal process and requested to dispute, but they have not provided anything in writing.
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was just told that Mr. Cooper is now servicing my mortgages I was not given any disclosures, This company has a horrible history of taken peoples homes during the foreclosure process. I do not give consent for this company to handle my home account. they have been harassing me sending me correspondences 3-4 times a week since they demanded payment. I have yet to see and paperwork transferring this loan or I have not given my consent. They have not sent me a dividend check in regard to this transaction.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To whom it may concern : We had a mortgage with NationStar, dba Mr. Cooper from XXXX of XXXX to XX/XX/XXXX. In XX/XX/XXXX we refinanced our mortgage with XXXX XXXX ( Please see Credit Reports and Transaction History from XXXX XXXX, which will show our account with Mr. Cooper was closed on XX/XX/XXXX and XXXX XXXX took over as of XXXX of XXXX. ) Our Mr. Cooper account was paid in full and closed, as the new company ( XXXX XXXX ) took over our mortgage. We are in the process of trying to refinance again from " XXXX XXXX XXXX '' ( Or XXXX XXXX ) to the XXXX XXXX. When the rep from XXXX XXXX had run our credit in XXXX of XXXX, it was showing that Mr. Cooper had reported us as late for a payment for XX/XX/XXXX. That is 1 year and 2 months since our account was closed. I began the process of contesting that misinformation in XXXX via XXXX XXXX XXXX. The XXXX XXXX Rep pulled my credit again On XX/XX/XXXX and discovered that the erroneous late pay from XXXX of XXXX had been removed, but that Mr. Cooper is now reporting that our XX/XX/XXXX payment is late over 30 days. This caused my Credit score to plummet over XXXX points. I now do not qualify for refinancing due to this mistake, as my credit score is too low to proceed. Please see my attached credit report showing that Mr. Cooper is reporting that our XX/XX/XXXX payment is late and we have not had an account with Mr. Cooper since XX/XX/XXXX. I do not understand why they are accessing my credit report and reporting late pays, when our account with them is closed since XX/XX/XXXX. In order for us to refinance, we need this issue with Mr. Cooper Resolved. I have requested a letter from Mr. Cooper explaining the error, however as of XX/XX/XXXX, I have not received a letter from them. In addition to the letter from Mr. Cooper explaining the error for our new potential lender, I am requesting that you take whatever steps are necessary to ensure my credit score returns to where it was prior to the misinformation being attached to my credit score. In addition, there are other dates in XXXX where Mr. Cooper is reporting that we were late. Due to Covid 19, we were not able to make our XXXX Payment on time. We had called Mr. Cooper customer service in XXXX of XXXX before we were past due 30 days and worked out a repayment plan with Mr. Cooper Customer Service. We were told that as long as we kept the agreement for repayment then our credit would NOT be affected.. We kept our end of the agreement, and after we refinanced with another company ( XXXX XXXX ) Mr. Cooper reported that we were 30 days past due for XXXX and XXXX of XXXX. Please see my attached XXXX and XXXX statements from Mr. Cooper indicating we were in an agreement plan. If you could look into those as well, it would be greatly appreciated. It feels like Mr. Cooper is intentionally reporting falsehoods because we refinanced with a different company. Another issue, is that Mr. Cooper is reporting these late pays into a system that only other Mortgage lenders can apparently see. When I checked my annual credit report from all three credit bureaus on XX/XX/XXXX, the information does not show up on the credit reports, I pulled, but does show up on the credit reports that the lenders pull. This should be a violation of the Fair Credit Reporting Act, because the information is not available to me and can not be easily disputed, but negatively affects my ability to refinance my mortgage. I feel like removing all negative things from my credit report and ensuring that Mr. Cooper does not report our credit reports anymore would help to compensate me for the negative impact these errors are having on my credit and refinancing situation. I am also concerned that Mr. Cooper may be doing this to other customers, specifically other Veterans. Please let me know if you need anything else from me. Thank you, XXXX XXXX ( XXXX ) XXXX.
Company Response:
State: WA
Zip: 98802
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: what mr cooper is saying payment i missed was from XX/XX/XXXX not from XXXX like they have listed which XXXX saying is inaccurate late payments should be listed in XXXX not XXXX when i actually found out about it and made current
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Headline : Mortgage Company sells mortgage in the middle of a contract to sell property This letter is attended to submit an official compliant of my current experience selling my property. Mortgage managed by XXXX Mortgage, XXXX, XXXX. Im a XXXX and previous homeowner of the residential property address listed above. I listed my property for sale XX/XX/XXXX. The property went under contract to be sold on XX/XX/XXXX with a target closing date of XX/XX/XXXX, which later was delayed to XX/XX/XXXX. I notified my mortgage company in early XXXX of the pending contract and advised them that the property would be sold and potentially closed by XX/XX/XXXX. The customer service representatives stated that they recorded the information of my listing and intent to sell the property in the notes. I continued to receive calls from XXXX Mortgage related to other matters and I continuously stated to them multiple times that the property was under contract and will soon be sold and closed. I reached out to XXXX Mortgage on XX/XX/XXXX for a payoff quote for the mortgage which they provided, and I submitted that information to my real estate lawyers office the same day. On the closing date, XX/XX/XXXX, my real estate lawyers office informed me that they called my mortgage company ( Freedom Mortgage ) to send payoff funds for the mortgage as intended with the sale of the property and XXXX Mortgage would not accept the payoff as they stated that they sold the mortgage effective XX/XX/XXXX to Mr. Cooper mortgage company. I was puzzled, as I was completely unaware of their intent to sell the mortgage, especially after I notified them several times that the property was under contract and prepped to be sold. I reached out to XXXX Mortgage to confirm that they did indeed sell the mortgage, and they stated that they sent several letters to notify me of the sell, which I missed due to the process of moving my entire family and our belongings out of the home over the last several weeks prior to closing. My lawyers office also contacted Mr. Cooper mortgage and they stated that the transfer of my mortgage data/account had not yet been processed and they couldnt receive the payoff funds either, nor did they give a feasible solution to complete the transfer of funds. It is now XX/XX/XXXX, and Mr. Cooper mortgage has not yet processed my account to accept the payoff. In short, I requested and received a payoff from XXXX Mortgage, that they then sold or transferred, and both companies have refused to reissue a payoff and let us ( myself and my lawyers office ) know where to send the payoff funds. This is completely unacceptable on many fronts and there is negligence of service shown from both mortgage companies in this regard. Neither mortgage company appears to have taken into account that my property was under contract as they made their own deal to sell/buy my mortgage and both companies have refused to service my mortgage via payoff. After many hours on hold while contacting Mr. Cooper mortgage, I was told today that it may take 7-10 additional business days to process my account to complete the payoff after it has already been 7 days since the sell of the mortgage. This delay, lack of attention to detail, and incompetence is disrupting me and my familys ability to purchase a new home as my lawyer can not release my proceeds from the sell to me without confirmed payoff transfer. This has created much hardship for my family as we are temporarily living with my XXXX and may lose out on multiple homes listed for purchase in a VERY competitive market due to these ridiculous delays. I cant express the frustration that this is causing and the lack of empathy and or help from both mortgage companies in this matter is appalling. My hope is that your organization can help me to escalate and expedite this process to complete the transaction as intended. Anything you and your team can do would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A