Date Received: 2021-09-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I'm a XXXX year old veteran. I have been fighting foreclosure since XXXX. Nationstar/Mr. Cooper continues to refuse to acknowledge my complaint because I was represented by an attorney that is now deceased. I sent Nationstar/Mr. Cooper and North Carolina Bar an obituary notice to confirm the death of my attorney, XXXX XXXX. They still refuse to talk to me, however, the last mortgage notice I received from them indicates I have to pay {$77000.00} as of XX/XX/XXXX. I originally refinanced {$80000.00} in XXXX with XXXX XXXX. XXXX XXXX transferred my mortgage documents to XXXX XXXX. XXXX XXXX negotiated my mortgage documents to XXXX XXXX for a derivative. XXXX XXXX did not follow the securitization rules and did not transfer my Deed of Trust to XXXX XXXX until 8 years after the fact. In XXXX, XX/XX/XXXX I checked in to the XXXX XXXX in XXXX XXXX, TN. I was released, free of XXXX XX/XX/XXXX. When I returned to my home it had been " stripped '' and I was notified XXXX XXXX XXXX was foreclosing. I responded by demanding a jury trial and filed an insurance claim against the forced-placed insurance with the bank. An insurance adjuster determined there was {$20000.00} in damages to my home. XXXX XXXX mailed a check to XXXX XXXX XXXX in the amount of {$9800.00} and change. XXXX XXXX XXXX refused to release any of the funds and insisted I hire a contractor. If the funds had been released I could have stopped the foreclosure and repaired the damage to my home. Due to XXXX 's refusal to release any of the insurance payout the foreclosure continued. The lawyers representing BoA utilized unconstitutional statutes and forgery ( robosigner ) to obtain an erroneous judgment. That judgement was reversed and remanded by the NC Court of Appeals. In an opinion titled- In Re Garvey, 772 S.E. 2nd 747, 748. ( N.C.Ct App. 2015 ). The following year the lawyers representing BoA utilizing the same unconstitutional statutes and another judge to obtain an erroneous second judgement. While I was in the NC Court of Appeals for the second time the lawyers notified me of a foreclosure sale. So I filed bankruptcy to protect the property. To no avail. In XXXX of XXXX, the lawyers sold the property on the Courthouse steps for {$57.00}. Please see Exhibit A. Note the red arrow pointing to {$57000.00}. Go to Exhibit B and notice that under PRINCIPLE RECONCILIATION applied balance debtor paid {$2200.00}. See arrow. Under INTEREST RECONCILIATION interest paid the debtor paid {$3000.00}. Go to Exhibit C. Under PRINCIPLE RECONCILIATION the applied balance indicates {$180.00} was paid. See arrow. Under INTEREST RECONCILIATION for XXXX interest paid was {$160.00}. See arrow. Pursuant to Exhibit D debtor paid {$8300.00} through the bankruptcy trustee to the mortgage company. See arrow. Under Exhibit E Nationstar/Mr. Cooper is now demanding {$77000.00} to reinstate the mortgage. In summary and conclusion. In light of the fact the indebtedness was {$57000.00} in XXXX of XXXX. Taking into consideration Exhibit D from the bankruptcy court the payment of {$8300.00} does not equal {$77000.00}. It appears Nationstar/Mr. Cooper is utilizing unfair and fraudulent debt collection practices to extort {$20000.00} in unjustified funds to reinstate the mortgage. Debtor respectfully asks that Nationstar/Mr. Cooper reconsider reinstating the mortgage for a correct principle balance and {$15000.00} available for payment to Nationstar/Mr. Cooper
Company Response:
State:
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: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I put a mortgage in pandemic forbearance with Mr. Cooper ( Nationstar Mortgage ) in XXXX of XXXX. I have continued to make ongoing payments to this account throughout the pandemic however the account is not current. The payments made to the Nationstar Mortgage have been made through XXXX XXXX XXXX Bill Pay. ALL OF THESE PAYMENTS HAVE BEEN ROUTINELY APPLIED TO MY ACCOUNT UNTIL XXXX OF XXXX. In XXXX of XXXX I began reaching out to Nationstar to bring the account out of forbearance. I told that I could make additional payment of {$3000.00} and {$2800.00} in the month of XXXX and then be enrolled in a post forbearance repayment plan that would be roughly {$3400.00} a month for 6 months. During 2 recorded conversations I was assured I would be able to do this beginning in XXXX of XXXX. On XX/XX/XXXX and XXXX I made payments of {$3000.00} and XXXX per agreement on a recording line through my bill pay ( as I have done for years ). As of XX/XX/XXXX, the payments had not posted to the account in question however they did accept payment on an account that was not in forebearance. For 15 days the money I paid on the account has not posted and I opened an inquiry with XXXX XXXX XXXX. Multiple calls to Nationstar and emails of data with proof of payment did not move Nationstar and they continued to blame XXXX XXXX XXXX. on XX/XX/XXXX XXXX XXXX XXXX provided proof that Nationstar had REJECTED THE PAYMENTS. I made online payments of {$3000.00} and {$2800.00} on XX/XX/XXXX while on the phone with Nationstar, they are in agreement that the payments are pending posting. on XX/XX/XXXX I again reached out to the Pandemic ( Loss Mitigation ) department to confirm I would be able to be enrolled in a pandemic program as was discussed in XXXX of XXXX and I was told I would not be able to enroll in the program previously discussed and the company does not provide accurate information or a program for my bringing the account current. I am reaching out to your agency to investigate their business practices as it relates to pandemic forbearance and repayment of loans impacted by the global crisis. My questions : why were my payments rejected in XXXX Why have I received no written notification of my repayment options and why do the terms and payment amounts change every time I reach out to them What are the standard guidelines they are using to help bring homeowners current
Company Response:
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I'm a XXXX XXXX XXXX veteran. I have been fighting foreclosure since XXXX. Nationstar/Mr. Cooper continues to refuse to acknowledge my complaint because I was represented by an attorney that is now deceased. I sent Nationstar/Mr. Cooper and North Carolina Bar an obituary notice to confirm the death of my attorney, XXXX XXXX. They still refuse to talk to me, however, the last mortgage notice I received from them indicates I have to pay {$77000.00} as of XX/XX/XXXX. I originally refinanced {$80000.00} in XXXX with XXXX XXXX. XXXX XXXX transferred my mortgage documents to XXXX XXXX. XXXX XXXX negotiated my mortgage documents to XXXX XXXX for a derivative. XXXX XXXX did not follow the securitization rules and did not transfer my Deed of Trust to XXXX XXXX until 8 years after the fact. In XXXX, XX/XX/XXXX I checked in to the XXXX XXXX in XXXX XXXX, TN. I was released, free of XXXX XX/XX/XXXX. When I returned to my home it had been " stripped '' and I was notified XXXX XXXX XXXX was foreclosing. I responded by demanding a jury trial and filed an insurance claim against the forced-placed insurance with the bank. An insurance adjuster determined there was {$20000.00} in damages to my home. XXXX XXXX mailed a check to XXXX XXXX XXXX in the amount of {$9800.00} and change. XXXX XXXX XXXX refused to release any of the funds and insisted I hire a contractor. If the funds had been released I could have stopped the foreclosure and repaired the damage to my home. Due to XXXX 's refusal to release any of the insurance payout the foreclosure continued. The lawyers representing XXXX utilized unconstitutional statutes and forgery ( robosigner ) to obtain an erroneous judgment. That judgement was reversed and remanded by the NC Court of Appeals. In an opinion titled- In Re Garvey, 772 S.E. 2nd 747, 748. ( N.C.Ct App. 2015 ). The following year the lawyers representing BoA utilizing the same unconstitutional statutes and another judge to obtain an erroneous second judgement. While I was in the NC Court of Appeals for the second time the lawyers notified me of a foreclosure sale. So I filed bankruptcy to protect the property. To no avail. In XXXX of XXXX, the lawyers sold the property on the Courthouse steps for {$57.00}. Please see Exhibit A. Note the red arrow pointing to {$57000.00}. Go to Exhibit B and notice that under PRINCIPLE RECONCILIATION applied balance debtor paid {$2200.00}. See arrow. Under INTEREST RECONCILIATION interest paid the debtor paid {$3000.00}. Go to Exhibit C. Under PRINCIPLE RECONCILIATION the applied balance indicates {$180.00} was paid. See arrow. Under INTEREST RECONCILIATION for XXXX interest paid was {$160.00}. See arrow. Pursuant to Exhibit D debtor paid {$8300.00} through the bankruptcy trustee to the mortgage company. See arrow. Under Exhibit E Nationstar/Mr. Cooper is now demanding {$77000.00} to reinstate the mortgage. In summary and conclusion. In light of the fact the indebtedness was {$57000.00} in XXXX of XXXX. Taking into consideration Exhibit D from the bankruptcy court the payment of {$8300.00} does not equal {$77000.00}. It appears Nationstar/Mr. Cooper is utilizing unfair and fraudulent debt collection practices to extort {$20000.00} in unjustified funds to reinstate the mortgage. Debtor respectfully asks that Nationstar/Mr. Cooper reconsider reinstating the mortgage for a correct principle balance and {$15000.00} available for payment to Nationstar/Mr. Cooper
Company Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: 3 Hard inquiries on my credit report which I never applied for. I have contacted 1 so far and the other 2 I`m unable to get in touch with them.
Company Response:
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been longer than 30 days, and I haven't received any investigation results.
Company Response:
State: GA
Zip: 30458
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX of 2019 my last job ended leaving me with zero income. I left that job because I was not getting paid on time and sometimes had to wait weeks or a month for my pay which was making me late for my house payments. At that time, as you can see by the XX/XX/2019 statement, I was current. Unknown to me, in a few days ( approximately 60 ) the entire global economy would shut down making it impossible to find work. Here we are nearly 2 years later, and I'm trying to come out of my mortgage forbearance only to be denied for insufficient income and I still can not find software work even though I have sent out nearly 100,000 emails to all of the high tech companies hiring people like myself as shown on this page that I developed. https : XXXX Mr. Cooper did not even use my income to make this statement. My income is {$1100.00} per month via early social security which is expected to increase by approximately {$75.00} with the cost of living allowance. Knowing I was in trouble, I moved into my garage and rented out my house for {$850.00} per month to wonderful tenants who pay on time every time. And they pay half of the utilities as well, so my income is about {$2200.00} per month instead of the net income they show me having of {$1100.00}. And the car payment of {$600.00} per month is no longer because I let it be repossessed in order to save the house. I was denied the first time, so I appealed only to be denied for insufficient income and told that I was ineligible for a forbearance modification because I was delinquent before the forbearance period was approved. I have nowhere to turn and I do not want to be another homeless veteran statistic and now I have my renters to consider as well. If you know of anybody who can help, please share this with them as Mr. Cooper seems to only want the house to profit from my situation. I have written to the VA 's own counselors at the following website but never even received a response. https : XXXX I have attached all the documentation I have on this and I desperately need help. Respectfully, XXXX XXXX
Company Response:
State: TX
Zip: 768XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Our credit report shows we are over 120 days late. We had three disaster in a row. XXXX XXXX XX/XX/XXXX. Debris Flow XX/XX/XXXX due to the fire. Offered a mortgage forbearance for 6 month. XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX Resumed payment as agreed as we waited for action from Mr. Cooper/Nationstar to respond if we can tack missed payment on to the end of the life of the loan. Every month I called in to customer to make our payment and ask the status of our missed payments and what needs to happen. We were told month after month that we were still in a disaster zone and we needed to be patient. I paid every month and each month they said we had to wait. They again said it was taking so long because our zone was still declared a disaster and that they could not move forward. We never received a response. Then COVID hit, XX/XX/XXXX and they asked for for {$24000.00} by the end of the month or they would begin foreclosure. The timing was unreal. Everything was closing including my office. When I called Mr. Cooper they suggested we ask for a forbearance and that this {$24000.00}. would be suspended. They said the letter we received was boiler plate/computer generated and not to worry. Foreclosure is a strong word and should not be thrown around. We did the 1 year forbearance. At the end XX/XX/XXXX we were told we qualified for a modification. They meant we qualified to apply for a modification. We send in all bank statement W-2 etc. They always wanted more. We sent more. It took time. On XX/XX/XXXX we were denied but did not say why. They said if you appeal you can get a clearer response as to why. In the mean time they said we owed {$65000.00}. By XX/XX/XXXX our appeal was in with 10 more financial document which the manager at Mr. Cooper said to include. On XX/XX/XXXX they denied our appeal. They said it didn't matter how much money we make. In the mean time our credit score took a XXXX point hit. XXXX XXXX our partner had a score of XXXX and was refinancing two family properties. Both got kicked back due to Mr. Cooper reporting us 120 days or more late. We received a certified mail from Mr. Cooper saying that they were trying to get in touch with us because our forbearance was over and could not reach us, and that they were reporting us unless we responded by mail to XXXX. 1st, I had been in contact with Mr. Cooper almost everyday for 3 months. 2nd. I sent XXXX a certified letter explaining we were in the middle of trying to re modify our loam. I have all paperwork and receipts. Our SPOC- Single Point Of Contact, XXXX XXXX or XXXX XXXX never responded to my emails, phone calls or Face to face appointment which we had set up. XXXX XXXX no longer is there but I was assured XXXX XXXX was still employed. We just needed to understand. Within the last 4 years I must have called over 100 times to find out status and to get information. It was very difficult to have to explain myself everytime I called regarding the 3 disasters and the forbearance situation. If I had one SPOC I may have had a clear picture of the events on Mr. Cooper 's side. I still don't have the information needed. They now say we defaulted on our loan on XX/XX/XXXX then they said no... It was XX/XX/XXXX. I asked for any letter or paperwork that would have stated this. This is why I called all the time... to get information so we would not go into default if they were unable to add our 6 month forbearance to the end of our loan. They are unable to find this letter to date. They asked the XXXX XXXX XXXX XXXX XXXX to find it. They said it would take 30 days. At 30 days they sent us a letter that it will take them longer. I am still waiting. I have not heard anything after 60 days. In the meantime our credit scores are 150 points lower. We had to hire an expensive Lawyer to help us sort through things. They are still unable to get clarity. We continue to wait. Our score continues to be a disaster. Everyone 's financials are hit hard. We need Mr. Cooper to remove the negative hits on our acct. We paid the full {$70.00} and are current. We wait and wait. I understand they have many acct. and many natural disasters out there that they are trying to help us navigate through. At this juncture they need to step up to the plate on our behalf and remove any negative marks.
Company Response:
State: CA
Zip: 93105
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: What is this complaint about? My wife and I are having problems with making payments in good faith to Mr. Cooper. Their system makes it hard for us to pay in good faith without having either harassing statements like " we are a debt collection agency. Any statement you may make will be used for collection purposes '' before talking to them, getting multiple debt collection agencies calls to our cell phones, emails stating we must pay our debt, or when we try to talk to them, they want us to guarantee we will pay before talking to them. We have these issues because we pay using Bill Pay through our bank, and Mr. Cooper registers the transactions as being paid as additional principal instead of being placed in the unapplied fund 's category. We have had multiple times ( 4 ) to call and have the funds reapplied due to the discrepancies that caused the issues. I have called and requested this. What type of problem are you having? Today, XX/XX/XXXX, the complaint comes from being called twice by a Mr. Cooper debt collecter using my personal information left on my cell phone answering service from XXXX. I called Mr. Cooper at XXXX XXXX EST. I spoke with XXXX, and from a script, could only, in the end, want me to guarantee to pay the amount for the account after my request to have the amounts that after three discussions previous ( XX/XX/XXXX ) to have amounts reversed and was told it was done. I expressed that they must put my payments into the unapplied fund 's account. 24 CFR 203.556 - Return of partial payments. ( b ) Except as provided in this section, the mortgagee shall accept any partial payment and either apply it to the mortgagor 's account or identify it with the mortgagor 's account and hold it in a trust account pending disposition. When partial payments held for disposition aggregate a full monthly installment, they shall be applied to the mortgagor 's account, thus advancing the date of the oldest unpaid installment but not the date on which the account first became delinquent. I was transferred to XXXX XXXX, the escalation person, who then expressed there was no other way to resolve the issue unless we used there XXXX stated that the payments we make in good faith are default ( automatically ) sent to " principal payment, '' not to the unapplied funds that aggregate to pay off when the next cycle begins or the next whole payment. The only remedy is to pay using a direct checking account draft or a one-time payment that uses direct drafting information from your bank accounts. No disclosures state that they will not use this since they are also a debt collector in the future at their wish to collect funds. I find the tactic deceiving the user to give up information that will ultimately be used against them as this is the only way XXXX says will " guarantee '' any extra payment will be applied appropriately. I do not believe that this will effectively meet up to 24 CFR 203.556. It allows Mr. Cooper to harass you to use their paperless system, use their payment system, and give up your rights, personal information, and ability to manage your bank account effectively as they can draft from it at any time. What happened? Many issues come from mortgage companies that buy the mortgage at wholesale ; I did not choose them ; they chose me. I have the right not to have Mr. Cooper follow the CFR regulations for partial mortgage payments. I have attached copies of the information showing the transactions and how they were applied, and you can see after my phone calls the reversals. The most recent reversal was not done promptly, and I may suffer the consequences of having credit problems because of Mr. Cooper 's inability to follow the CFR and properly post payments made by their customers in good faith. The accounting is still incorrect and needs to be adequately accounted for. It is also offensive to me to be called Mr. First Name. I am Mr. Last Name, Mr. First Name is a XXXX XXXX XXXX term, and I take offense. We do not live in a time of XXXX. I only expect to be treated as a person regardless of XXXX. This needs to stop and violates my protected characteristic of ethnicity, and this person should be stopped from being required to use this kind of language as it enforces a XXXX relationship. Both XXXX and XXXX used this terminology, and I am offended and expressed to XXXX that is not who I am.
Company Response:
State: NC
Zip: 27312
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The misappropriation of funds started on XX/XX/XXXX. I made a house payment that was applied to principal funds, and had to have it reversed. On XX/XX/XXXX, I made another house payment with an additional XXXX dollars to the principal to stay a couple of months ahead, another phone call to reverse the all principal application and get it towards my house payment. On XX/XX/XXXX, another phone call to reverse the principal payment and have the XXXX dollars which is the amount of my house payment ( and should have been a clue ) applied to the house payment. On XX/XX/XXXX another phone call to have the XXXX dollars ( again the amount of my house payment ) applied to the monthly payment and not the principal. On XX/XX/XXXX another phone call to reverse the additional payment of XXXX applied to the principal coded to my house payment and have the additional XXXX dollars coded to principal. At this point I am 6 months ahead, but yet they coded the XXXX dollars as a partial payment and just had it sitting there, not applied to anything. On XX/XX/XXXX, another phone call. I made a house payment with an additional XXXX dollars as I have been doing for years. They put the XXXX dollars to the escrow. I am thousands of dollars ahead in escrow. I once again called them to correctly apply the XXXX dollars extra to principal, their solution is to rescind my house payment. The money is not in my bank account, not applied to my house payment, and not towards the principal. I have spoken to managers, de-escalation agents etc. There XXXX page is full of complaints regarding the same issues.
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX payment of {$200000.00} was made to my mortgage company ( Mr. Cooper ). On or about XX/XX/XXXX I noticed 3 individual charges for the above amount totaling over {$6000.00} to my checking account, I immediately contacted the bank ( XXXX ) and was advised to contact the mortgage company, I was also given the option to place a stop payment on the amount from that vendor. At that point I declined the stop payment option as there was a charge involved. I then contacted the mortgage company and was told they were aware of the issue with their payment system and it only seemed to impact XXXX customers but it should be resolved shortly. I monitored my account and a few days later noticed the funds were reversed. All good. On XX/XX/XXXX payment was made as usual and a confirmation email received. On or about XX/XX/XXXX I went online to make payment and saw that the amount due was more than double, ( 2 months, plus late fees ) I immediately contacted the mortgage company and was told the XXXX payment had been returned. With the mortgage company representative on the line I called the bank and they confirmed that a stop payment had been put on the account because of my previous inquiry, this was done with out my knowledge or consent. The mortgage company representative insisted based on that conversation that I intentionally placed a stop payment on the account. After speaking to her supervisor and explaining the issue the late payment charge was removed from my account and I was able to make payment ( XX/XX/XXXX ) for the month of XXXX and the following day ( XX/XX/XXXX ) payment for the month of XXXX was debited from my account. During this time I asked the mortgage company how would this would impact mine and my wife 's credit, the response was less than reassuring... Sure enough a few day later both our credit scores dropped by over XXXX points! That account now reflects a 30 day late payment. Although I contacted the mortgage company and brought the account up to date as soon as I saw issue, the bank indicated it was an error and refunded me the stop payment fee and the mortgage company also saw this as an error and also refunded me the late charge on their end, it was still reported as a 30 day late payment. There is no other account on either of our credit report that has been late in over 10 years. We filed disputes with the credit reporting companies, however all they did was update our file to reflect payment for the account current and up to date. I have attempted to contact the mortgage company but the department that handles these issues only communicates via email, and so far there has been no response to my email sent on XX/XX/XXXX. I also contacted XXXX, and although they acknowledge the stop payment error there is nothing they can do as it is ultimately the responsibility of the vendor I have the issue with. This has had a tremendous impact on our ability to get a fair rate on student loans for our son based on our actual payment history and not what is currently reflected on our reports.
Company Response:
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A