Date Received: 2022-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX 2021. Account No. : XXXX XXXXNationstar has failed to pay my 2021 property taxes via my mortage escrow account. Nationstar records show the funds of {$3800.00} were withdrawn from my escrow account on XXXX however, the XXXX County Tax office has no records of payment submission from Nationstar as of XXXX. On XXXX I contacted Nationstar to let them know my tax account was not paid ( previous county records reflect payments made and credited to my account prior to XX/XX/XXXX of each year, except 2021 ). Nationstar has stated they are having a problem with XXXX County, however, XXXX County has stated that is not true and if payments were sent it would have been credited to my account just as in previous years. I do not want my home to go into foreclosure due to Nationstar neglectful actions
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I divorced in XXXX of XXXX. I given full custody of my children and I awarded full ownership of our house. In XXXX of XXXX when covid happened I lost my part time job and lost hours on my full time position. I applied for a forbearance plan with Mr. Cooper. After my forbearance plan ended this year I turned in all of my paper work for my loan modification and it was approved and It did not require my Ex wifes signature. They told I needed sign some finally documents and they could send a notary out to my house. I signed the documents in early XX/XX/XXXX. They were rejected because my ex wife did not sign the papers. I dont know where she lives or who she works for. I have zero way to track her down. I have asked her on numerous occasions to sign a quit claim deed and she denied. I told about the notary and she denied to sign that. Mr. Cooper has given no solution on what I can do. I believe they trying to unfairly force foreclosure on my house. In the month of XXXX I have spoken to Mr. Cooper at least twice a week trying to come up with a solution. My ex wife finally booked a XXXX XXXX in Texas over XXXX week and took the kids I called Mr. cooper and booked a notary to come out to the place she was staying but the appointment was never confirmed and a notary never showed up. I feel like Mr. Cooper is trying to force a foreclosure on my house. In our divorce decree it states that if XXXX refuses to sign that our decree will work as a conveyance of property. I sign the notary paper on XX/XX/XXXX. I havent heard from my ex wifes since XX/XX/XXXX. Thank you
Company Response:
State: OK
Zip: 749XX
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried for a period of one year to have the loan modified due to falling behind during covid. They have asked for documents, and I have always provided what they ask for they send a letter saying they have everything needed and process the modification, then 2 days later I receive another notice stating they need something else. This latest request is that I provide proof of receiving XXXX related emergency food stamps. i have provided an account printout showing the deposits, which has been denied. they want a letter stating this extra amount was awarded to me. there is no such letter to send. i have sent a letter documenting my regular amount. but have no way to prove the extra being given. meanwhile my house is due to be foreclosed on in two weeks and nothing i send is acceptable, so the modification is unable to be processed.
Company Response:
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On a conversation on XX/XX/21 @ XXXX it was agreed that once a payment of {$1700.00} is made the deferral will be approved without any doubt. Payment was made and I called mr cooper the very next day and inquired about the deferral in place. I was told that the deferral isnt guaranteed. I made sure my bank would bounce the payment.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am on a bi weekly payment schedule, as such my payments are a month ahead. In addition every month I make an additional principle payment of {$500.00}, i do this under the Principle payment option. every month I have to call later, and have them properly credit the account, as they put the extra payment into " unapplied funds '' when I call they tell me they dont know why that happened and will fix it ( this takes about a week ) On the first of XXXX, i had a long conversation with a manager who assured me the issue was fixed. money was taken from my account on the second, they did not apply it until the XXXX, and once again out into " un applied funds ''. This happens so regularly I have to question that it is accidental each time. They sit on my money until I ave it corrected. I have spoken to several " escalation '' team members who assure me it has been fixed. It has not, nor do they respond to why my funds sit in their account for so long before they even post ( even though they post incorrectly to un applied funds ). I know more than the average customer as I am in this business. the response is always " escalated '' but never fixed. I have asked if i should just call it in and told i would be charged each time if I do that, why should I have to pay a fee because they cant figure out how to apply payments??
Company Response:
State: NV
Zip: 89135
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in a processing with the California Mortgage Relief Program and I am a qualify candidate that they can help me with my delinquencies but my mortgage servicer is refuse to assist with this program. Please help me connect with them to resolve this issue to save my only home.
Company Response:
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started to refinance in XXXX from Mr Cooper former Nationstar and I singed disclosure on XX/XX/XXXX provided documents requested. Loan officer XXXX XXXX said I was approved on XX/XX/XXXX. Then processor XXXX XXXX took over and started to request the bank statements, mortgage statements and insurance declaration and HOA statements all over again and I provided them again. Then she requested many other items one by one without end. I sent numerous emails and made phone calls and she never responded. So I complained to XXXX her supervisor and requested to provide list of items she needs all at once. She still did not do that. I continued to provide what she requested for 2 months and she often required what I provided again. XXXX XXXX said if I pay off my credit debt, XXXX will set up closing on XX/XX/XXXX. I did and sent receipt. Then XXXX came up with another issue of XXXX XXXX XXXX which I never did. I explained. Then she said my Brilliant Business License is delinquent and I renewed. After I provided everything they requested and it was Mr Cooper which took time, they denied my loan saying my credit was not good. My mid credit score is XXXX. Then I told them I would report to CFPB and FTC if they do not close the loan. Then XXXX XXXX sent email and said they would reinstate if I provide XXXX statements for my two properties. XXXX XXXX XXXX XXXX XXXX WA and XXXX XXXX XXXX XXXX WA properties. I still do not know why they requested XXXX statements again although I already provided XXXX and XXXX statements. I provided XXXX statement in XXXX and provided XXXX statements on XX/XX/XXXX again. But they sent online decline on XXXX after I did everything they requested for 4 months. They said the reason the loan was declined was due to my credit. The credit check was done on XX/XX/XXXX and my credit was good and that is why loan was started and I also refinanced 3 other properties recently before Mr Cooper-Nationstar. So it can not be the reason. If my credit had not been good, XXXX XXXX should have declined on XX/XX/XXXX without wasting 4 months of my time and the employees of Mr Cooper time. There are all email traces that show how poor, inefficient and careless they services were and how they neglect and ignore their customer. As a XXXX and an XXXX, I did many loans and helped my numerous clients in getting loans and I also refinanced 3 other loans recently but have never experienced such poor business practice as Mr Cooper does. It feels like they are playing with customers. I XXXX and found complaints from many other customers and some said Mr Cooper-Nationstar was the worst company they had. I feel and think something must be done to stop such unfair and bad and poor business practice so that other people do not go through what I and other clients did. Some companies are too big and they don't care and I think Mr Cooper-Nationstar is one of them.
Company Response:
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started to refinance in XXXX from Mr Cooper former Nationstar and I singed disclosure on XX/XX/XXXX. Loan officer XXXX XXXX said I was approved on XX/XX/XXXX. Then processor XXXX XXXX took over and started to request the bank statements, mortgage statements and insurance declaration and HOA statements all over again and I provided them again. Then she requested many other items one by one without end. I sent numerous emails and made phone calls and she never responded. So I complained to XXXX her supervisor and requested to provide list of items she needs all at once. She still did not do that. I continued to provide what she requested for 2 months and she often required what I provided again. XXXX XXXX said if I pay off my credit debt, XXXX will set up closing on XX/XX/XXXX. I did and sent receipt. Then XXXX came up with another issue of XXXX Interpretation business which I never did. I explained. Then she said my XXXX XXXX XXXX is delinquent and I renewed. After all I provided everything they requested and it was Mr Cooper which took time, they said they can not close the loan. Then I told them I would report to CFPB and FTC if they do not close the loan. Then XXXX XXXX sent email and said they would reinstate if I provide XXXX statements for my two properties. XXXX XXXX XXXX XXXX XXXX WA and XXXX XXXX XXXX XXXX WA properties. I still do not know why they requested XXXX statements again although I already provided XXXX and XXXX statements. I provided XXXX statement as soon as I started the loan. I provided XXXX statements on XXXX. But they sent online decline on XXXX after I did everything they requested for 4 months. They checked the reason the company declined was due to my credit. The credit was checked on XX/XX/XXXX and my mid credit score was XXXX. XXXX XXXX knew my credit from the beginning and started to do the loan and more than once he said my loan was approved. I also refinanced 3 other properties recently. So this can not be the reason. If it had, he should have declined on XX/XX/XXXX and he should have not wasted my time and employees of the company time. This is truly unacceptable business practice. For 4 months I worked so hard to provided items over and over again. There are all email trails that show how poor, inefficient and careless their services were and how they neglect and ignore their customers. As a realtor and an investor, I did many loans and helped my numerous clients in getting loans and I also refinanced 3 other loans recently but have never experienced such poor business practice as Mr Cooper does. It feels like they are playing with customers. I googled and found complaints from many other customers and some said Mr Cooper was the worst company they had. I feel and think something must be done to stop such unfair and bad and poor business practice so that other people do not go through what I and other clients did. Some companies are too big and they don't care and I think Mr Cooper is one of them.
Company Response:
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I submitted a request on XX/XX/XXXX with the three credit bureaus. On XX/XX/XXXX I sent them another letter stating. I have no heard a response. I sent a complaint to the CFPB and this morning. I received a response about other dates in XXXX when I had disputed this complaint. The information was not accurate. There was nothing about my complaints I sent on XX/XX/XXXX. Therefore, this information must be removed from my credit report. It has been well over the 30 days from my complaint on XX/XX/XXXX. Please remove from my report. I received information from the credit bureau they received my recent complaint but no results.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered into the mortgage forbearance plan that was offered due to covid with the understanding that payments missed would be added to the end of the loan. At the end of the program I was sent a letter asking me to agree to a short sale or a deed-in-lieu of foreclosure. I am not going to agree with either one of those options. If I wanted to lose my home I wouldn't have even bothered with applying for the mortgage forebearance program in the first place. What kind of scam is this? I found this to look like a scam since they were not honoring the mortgage forbearance plan that the government said that they needed to provide. I am prepared to make the mortgage payments I used to do before the covid forbearance or better. I believe that the actions they are taking are predatory since my home has a good amount of equity. I need some assistance talking to these people to put the loan into a normal status and so they don't take my home from my kids and me. Thank you for your help Mr. Cooper Loan # XXXX XXXX
Company Response:
State: TX
Zip: 78213
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A