Date Received: 2021-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Subject : Unfair Practices - Mr. Cooper Home Loans/Nationstar Bank In XX/XX/XXXX we reach out to Mr. Cooper to request an Forbearance program due to the COVID 1 9 shutdown in the United States . This was because the virus was spread throughout all of the country. So we contacted Mr. Cooper and they started the paper work for the program and asked us to stay in touch with them regarding our situation and we did. They assured us that after the forbearance that Mr. Cooper goal is to work with its customers. On XX/XX/XXXX, after the moratorium end I reach out to the mortgage company to find out what my option were. The customer service representatives encouraged me to start the process for the request for a Loan Modification which would take 30 days or more to process. I filled out the requested forms ( mortgage assistance application, XXXX, pay statement, hardship letter of explanation ). Customer services ask me to submit everything and someone will call me to discuss the options. I stated that the reason for the loan modification was to lower the rate and payment to help us get back on track with paying the mortgage. They said that the forbearance payments would be deferred to the back end of the loan. I was instructed not to make any payments until I heard from customer services regarding the modification option. On XX/XX/XXXX, I received an email of declined from Mr. Cooper no one called to discuss the modification option. I spoke with preventative XXXX on XX/XX/XXXX a she stated that Mr. Cooper does not have to abide by the Federal Government lending laws for modifications. She stated this has nothing to do with your information you turned in with your application. The lender instructed the underwriters to not review the application information they chose not to do the modification but request all the money from the forbearance program. XXXX suggested I reach out to HUD Assistance for help she provide the information. I also informed XXXX of out hardship situation regarding my husband and the letter explains everything. She stated that if we dont pay the forbearance amount ( {$64000.00} ) that Mr. Cooper will start the foreclosure process on our home in 2 or 3 months. THIS IS UNFAIR we were not giving the option to do a modification on our home! I contacted HUD Assistance and Ms. XXXX XXXX spoke with Mr. Cooper to request that they consider review the modification program for us and it was still declined. Ms. XXXX instructed me to reach out to the CFPB for assistance with Mr. Cooper. Im sure we are not the only homeowners who are going through this problem. Im requesting an investigation be open with regards there loan modification application process. Thank you.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to do a Harp and was told repeatly forms was missing. I was going into forclosure and filed bankruptcy 2012? After the bankruptcy I did not know that my adjustable mortgage had ended and I was still paying interest only, about four months had passed an I was told I had to pay the full amount. Now I was behind in my payments. In 2012 I was on workers ' comp, and did my modification and my payments increased. After paying bills that comes with the house, like gas, electric and water and garbage and my cell phone bill it left me without any savings. I had to borrow money to live, I have written letters stating that NationStar Mortgage had my income verification wrong and my payments should not be more, for a modification that turn into a interest-free forebearing and a ballon payment and for years I have not paid anything on this forebearing. NationStar/Mr. Cooper just added the interest free forebearing to my mortgage the forebearing is mostly attroney fees, I could have made the full payment, but they would not accept any payments before the modification started. This is my second compliant.
Company Response:
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a forbearance from last 18 months, and Mr. Cooper is now forcing me to start making payments when I am not in a position to make payments. I asked Mr. Cooper to do a Modification under cares Act, instead of reducing my payments, they increased it by {$550.00}, they have completely lost it. This is not justified and doesn't make any sense. Not only they increased my payments, they also increased my principal by XXXX This doesn't make any sense to me. It seems they are just being greedy and nothing else. They haven't worked on their interest rate, they are still charging me 5 % interest when market rate has gone down to 2 %. I am attaching the loan modification letter over here. Other thing is my Point of Contact " XXXX XXXX '' is also not available, I called on her phone number provided, someone else picked up the phone, the person who picked up the phone said that she can not receive inbound calls, and she can only make calls whenever she feels like. I faxed her on Fax number ( XXXX ) XXXX but there is no response. It seems they all have lost their senses and they just need money, that is it.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Mr. Cooper company has not been responsive during the pandemic regarding the financial impact to my family and my HELOC. I have been calling for a year since XX/XX/XXXX- practically every month after submitting a hardship affidavit without any resolution or clarification of options available to me. I have been repeatedly told that the customer service representative will call me back within a week after looking into the situation but I never receive a phone call. Each month I have to call again and am told the same thing the hardship affidavit request does not have a resolution. Today I was told that the request appears to be in a hold mode since XXXX XXXX when I submitted my second request. During this time they are reporting me as late to the credit agencies but each month telling me that there has not been a resolution and that the representative needs to investigate or escalate to a supervisor but I never hear back.
Company Response:
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I enter the Covid forbearance plan and resume my regular payments 8 months ago. Since then I have tried to be qualified for a deferrement option but every time I apply their system automatically denies the option for a Loan Modification citing as the reason for the denial that they can not modify the Loan because there is not enough reduction to the monthly payment. I have called numerous times asking for an escalation because I am not looking for a reduction on the monthly payment, I can continue making my regular payments as I have been doing for the past 8 months but they keep on changing their answers for the reasons of their denial depending on who picks up the phone. First they said I didn't qualify because I was not up to date when the Forbearance started, then the investor don't offer the solution, etc. They say the only way to retein my home is to pay $ XXXX at once when the plan stops. I can not believe they would do such thing without even looking at my documents, and without considering that I have already resume my regular payments. They would not escalate for me to be able to talk to someone who would take a hard look at my personal situation. I've been in my home since 2004 and have paid close to nothing technically, and they wouldn't even treat you like a person, closing all doors. Do they think one would not pay if able to? To the risk to loose their home? Who, who's gone through the COVID hardship will come back with all the money at once? I believe this is inhumane and unacceptable and there should be someone who can stop these people to try to take your home from you.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper has charged me for a Valuation service ( BPO ) in the amount {$190.00}. I was not made aware of this charge at the time forbearance plan. In addition Mr Cooper suggested i do not make payments and refused to take payments while in " Modification period ''. The company pressured me to sell the property or face foreclosure before a family member helped me with amount due ( over XXXX ) There is also a {$25.00} fee that they are trying to charge, they refuse to send written proof of fee. The {$25.00} fee is a technical error on their behalf. They did respond with a letter for the fee 's, its was generic letter not showing me where they disclosed of signed for the {$190.00}.
Company Response:
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a forbearance/deferral from Mr Cooper. In XXXX I spoke with XXXX my dedicated point of contact who told me the past due payments could be tacked on the back end of the loan at the end of the plan. I have been trying to get in contact with her only to find out today I have a new contact person named XXXX. After I email her she finally contacts me to tell me that I now need to apply for a modification! This is specifically what I told XXXX I didnt want to get into. This bank plays dirty and gives out wrong information only to put you in a no win situation where they will deny your loan mod! They need to apply the payments to the back end of the loan and honor what I was told by XXXX, since I relied on that information! HELP!!!!!!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I checked my credit report and found that my mortgage company XXXX which is serviced by Nationstar is reporting my account as closed and doesn't list any of my payments. I contacted XXXX and was told that since I filed bankruptcy in 2016 that they could list my account like that. All of my payments have been made and on time. I was told that if I wanted it changed to get a lawyer. I tried disputing this through XXXX but XXXX refused to update the information.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IN
Zip: 46254
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to hardship from the pandemic, i had to go on foreberance on my mortgage. My loan servicer, Mr Cooper and i are in the process of loan modification, rolling the unpaid balance to the back of the loan they said. But at this point, they are asking me to pay {$2600.00} per month and i can only afford {$1500.00} to {$2000.00} per month and i know they can do it.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Mr Cooper in regards to after Forbearance procedure in which they mailed and emailed me the paperwork to be filled out to be considered for a loan modification. At the time there was a said due amount of roughly {$21000.00} of which I told them I wouldnt be able to pay that in full but I had roughly saved {$10000.00}. I submitted my paperwork in a timely finish and was told to expect a response in 30 days. I kept a log of when I called them and when they called me and the only response I would get is its in Underwriting. It wasnt until XX/XX/2021 when I finally spoke to my Loan Specialist that I was told my loan has been transferred to another Servicer and XXXX XXXX sold my loan to a private Investor of which Mr Cooper would not relinquish that information. I just received a letter on XX/XX/2021 from my new Servicer.
Company Response:
State: DE
Zip: 19901
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A