Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Mortgage with Nationstar on XX/XX/XXXX. Payments of {$1300.00} monthly at 3.5 %. Note states payments to start on XX/XX/XXXX. Loan set up with no escrow acct. as we pay our own taxes and insurance. ( Note attached ) On XX/XX/XXXX, I tried to get a loan modification. This was denied by Nationstar on XX/XX/XXXX. ( Denial Letter attached ). My monthly payments continued on time. In XXXX of XXXX Nationstar decided to set up an escrow account for our mortgage without my knowledge or authorization. When I received the new mortgage payment I called Nationstar to find out what had happened. I never got a straight answer from any staff member and no one knew why the escrow account had been set up. In my recent correspondence with Nationstar, they claim that it was due to the modification denial. That makes no sense since the denial was in XXXX. Then they also tell me that the escrow account should have been removed at the time of the denial. Like I reported prior, there was no escrow account set up in XX/XX/XXXX. In the consequences of Nationstars error in setting up and removing the said escrow account my XXXX payment which was received by Nationstar on XX/XX/XXXX, was reported DELINQUENT to all XXXX Credit Bureaus. This error of Nationstar stays on my record as " too many delinquencies '' for 7 years. I have been communicating with Nationstar for several months now and they refuse to correct this mistake. They continue to claim they never received my payment until XX/XX/XXXX due to placing my payment of {$1300.00} received by them on XX/XX/XXXX into an " invisible escrow account '' PS : I am attaching only one correspondence between myself and Nationstar but there are several more. Please let me know if you want me to send them. They have already seen them. Not sure they read or paid any attention to them. Also since there have been many communications between Nationstar and myself already and no resolution please let me know where else I can venture to get a resolution. Nationstar has already proven they will not budge.
Company Response:
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage forbearance ended with Mr Cooper who services a XXXX XXXX mortgage on XX/XX/2021. I have tried numbers times to talk to someone there. No one had helped me. I would like to put the balance due at back of mortgage and resume my payments. I believe it is a payment deferral. My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr Cooper # XXXX
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I previously received a loan modification of my mortgage with Mr. Cooper in XX/XX/XXXX. That same year in XX/XX/XXXX I was having financial difficulties and could not pay my mortgage. I was working with Mr. Cooper to try to reinstate my loan when the pandemic hit. I applied for and was granted forbearance for my payments. They let me renew my forbearance for a year. In XX/XX/XXXX I contacted Mr. Cooper and asked for a loan modification on my mortgage. I am able now to resume paying my mortgage but unable to reinstate the loan with a lump sum payment of {$53000.00}. They say I am not eligible for a loan modification because it has been modified before also I defaulted in the first 12 months of the modification but YET they let me have forbearance for a year! There was NOTHING in the loan modification stating these investor regulations. When I asked them they said the investors go by XXXX XXXX guidelines. I had no way of knowing this! They NEVER have contacted me after my forbearance was over, I have had to contact them every time. Mr. Cooper is NOT helping save my home their only options are to fully reinstate the loan or sell the house. They have not even offered a repayment program for my past due payments.
Company Response:
State: NV
Zip: 89139
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgagor - Mr. Cooper Mortgage # XXXX Mortgagee - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX Conventional Home Mortgage Problems with Payment Handling and Payment Information I scheduled a partial payment via the Mr Cooper website XX/XX/2021 for {$750.00} from my account at XXXX XXXX XXXX. This payment was rejected by XXXX on XX/XX/XXXX for NSF. I saw this transaction information on the XXXX website the morning of XX/XX/XXXX. I made a cash deposit to have more than enough funds in the account for a second ACH attempt for this payment. I had no evidence of a second attempt for this payment. I contacted Mr Cooper customer service on XX/XX/XXXX, inquiring - - how many attempts are made to make a NSF transaction whole - when does this attempt occur - informed Mr Cooper that there was sufficient funds in FCCU to make transaction Mr Cooper rep on the phone told me - - we make two or three attempts - these are made within 48 hours. I was told it was needed {$2200.00} in total to make one complete mortgage payment. Representative did not inform me that the partial payment 'in limbo ' would not be made a second time. Based upon the information I had on XX/XX/XXXX, I made a partial payment of {$1500.00} - that plus the {$750.00} previous NSF attempt - to be made again - would be my payment. On XX/XX/XXXX I find that no second attempt on the {$750.00} was made - I made a 90 minute phone call only to be told that Mr Cooper is blameless. If Mr Cooper Customer Service had told me of the sequence of events on XX/XX/XXXX, then I would not have been late on mortgage payment.
Company Response:
State: MO
Zip: 63109
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made mortgage payment on XX/XX/2021 using the debit card I use to make all payments and purchases. On XX/XX/2021 I noticed no withdraw from the account so I phoned. After a long period on hold I was disconnected. So I emailed several times and was told the matter was " under investigation ''. I emailed several more times and got no replies and still no transfer of funds from my account. I contacted my bank to see if they were the problem and they said they had no record of contact from Mr. Cooper. When I logged in on XX/XX/XXXX it said my XXXX payment had not been paid and there were large late charges. I called and this time got through to a customer representative who said the payment was returned for " insufficient funds ''. I told him there was XXXX in the account and that the bank said no record of contact from Mr. Cooper. I was transferred to someone who took payment over the phone and tried to charge late fees. I objected but I do not know if they were removed. I see still no withdraw from my account.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We signed closing documents on XXXX, XXXX, 2021 with XXXX XXXX of XXXX XXXX, to refinance at a lower interest rate with only rolling up the closing costs into the new loan, no cash taken back with our existing mortgage company, Mr. Cooper ( Nationstar ). We were asked to make the XXXX payment on the original loan, which we did. Both the preliminary loan pay-off, which was good till XXXX XXXX ( attached ) and the XX/XX/XXXX signed disclosure ( attached ) both show the same loan pay-off ( {$150000.00} XXXX and amount due back to us of {$740.00}. On XX/XX/2021 we received an e-mail from Mr. Cooper, with an updated and unsigned by us disclosure statement in which they increased the amount to pay off the existing mortgage to {$150000.00}, thus reducing the amount due back to us to {$460.00}, a difference of {$270.00}. This is Mr. Cooper 's reply to my concern : " It appears either the title company or funding team inputted the incorrect payoff amount on the closing disclosure that you signed. ( Payoff listed was {$150000.00} ) This resulted in the funding team having to resend the post consummation cd showing the final numbers and payoff amount at {$150000.00}. The funding team did have to make the payoff adjustment in order to close out and payoff your current loan. '' This is definitely not the title company error, as they used the information supplied by Mr. Cooper. And when this was requested to be bumped up to someone of higher authority, name not remember, but out of XXXX, TX, he said " your signatures were not required because you were still getting money back. '' I have asked Mr. Cooper for a copy of the modified disclosure document, with no success, as it's online access is no longer available. I have attached a copy of the check received. My complaint is two-fold, the pay-off amount was changed before Mr. Cooper 's quote expired and a new disclosure was filed and recorded with our signatures.
Company Response:
State: NV
Zip: 89502
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in forbearance as of XX/XX/2020. I made my monthly escrow payments as I was told or after forbearance I would be responsible for them. I just got out of forbearance and I am being told I am XXXX short in my escrow because 3 of my escrow payments in XXXX XXXX and XXXX of this year were applied as a payment and not to my escrow. They want the shortage in full or increase my mortgage XXXX a mth which I cant afford. Besides I did what I was supposed to do. Mr cooper screwed up. They will not reverse the payment and put the money back in my escrow. Called XXXX XXXX my loan holder and they have opened a ticket to see if the can assist me. So upset
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am submitting this complaint because I am being extremely affected by NATIONSTAR MORTGAGE LLC. They are being completely unfair and I dont know how to get ahold on them but through this portal. I want to express that I have suffered a big impact in my credit score and I have lived one of the worst periods of my life with all this situation. I was a victim of mail fraud and local XXXX police has arrested someone for the crime, my mail was being stolen for over 2 months, including my bank statements and mortgage statements, Also the website for Mr. Cooper has been malfunctioning and locking me out, didnt show if payment was due and I had setup auto pay numerous times by phone and online and they kept on not being able to set it up for me. My Account is : XXXX XXXX XXXX. I am requesting removal of late from all credit report. Please see the attached document.
Company Response:
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This complaint is about the closing process on my Mr. Cooper ( aka Nationstar ) mortgage. The application process was quite easy and went smoothly up until the days before closing. My 'specialist ' went on vacation and her boss took over. I was then asked for proof of payments that were made over 5 months before. I was able to provide the required documents but was curious as to why I wasn't asked for them earlier. I was told that there was a random audit on my account and that certain documents were needed. If documents were needed for an audit, why weren't proper procedures followed from the beginning? They asked for additional documentation up until XXXX the night before closing. My drive to the closing was 2 hours and upon arrival I was told the closing was cancelled due to the fact that Mr. Cooper was not ready. I called the next day, complained, and was given a {$500.00} credit. I was assured that my closing was set for the next day because the lender had all the necessary documents. This was not the case. The closing was held up an hour while Mr. Cooper continued to ask for documentation. Even the supervisor who had given me the credit said that he was sure everything was ready. I don't need to mention how stressful a closing is. Do NOT use Mr. Cooper! They claim to provide excellent customer service when in fact they only add stress to an already difficult process.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reaching out requesting assistance as other means have failed. Currently a deployed XXXX XXXX XXXX officer. In XX/XX/XXXX, I refinanced my home in XXXX, va with Mr. Cooper Mortgage company ; loan # XXXX. Each month I utilize my banks auto pay for recurring bills and it has worked flawlessly. Beginning a year later, XX/XX/XXXX, Mr. Cooper began sending me a check in the amount of my mortgage and then later sending me a notice of late payment. Each month I speak with a company rep to clear up the matter to only have it recur a month later. Reps had told me to tear up the checks and they will have funds applied to my account. The was told to cash the checks to repay utilizing their website. After 5 months of this and escalating within the organizations it continues to happen and now received a notice that I ow 3 months mortgage payments. I reported to the XXXX XXXX XXXX and this did not solve the issue. Now I received a letter stating I have requested 'relief under the Service Members Civil Relief Act ( SCRA ) ', which I HAVE NOT Late fees are being charged despite records of my on time payment and confirmed by my bank, of payment. I have received certified letters notifying me of default on loan. My role within the XXXX requires a security clearance and can become compromised due to financial problems. Summary, I have paid each mortgage payment on time with proof and each time Mr. Cooper fails to apply my payment to my loan.
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A