Date Received: 2023-10-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Seterus , Inc., was a division of the XXXX XXXX lender who purchased my home loan and began a series of illegal attempts to change the terms of my morrtgage, the date the mortgage was initiated was off by 7 years, the length of the mortgage was increased from 30 to 48 years, and continual unsuccessful attempts to modify or forclose on my mortgage. The company was shut down for its business practices, but not before it had damaged my credit with false legal fees, additional money taken from my checking account for " homeowner insurance '' when I always was covered, false reporting of late payments when they had auto-pay, additional fees for XXXX` drive by '' visual inspections to make sure my property was inhabited, and continual phone abuse reminding me of upcoming payments when they had an auto-pay account with me. When their company was shut down, they were ordered to remove any reference to them on my credit reports. They did not. My loan was subsequently transferred to another mortgage company where it was paid on time for the duration. This has gone on for 5 years, and needs to be removed from all credit reporting agencies.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: My mother and spouse, lived in AZ when medical difficulties arose, and they set up a reverse mortgage from Champion Mortgage to help pay their bills. Within 2 years of the death of her spouse, XXXX was found to have XXXX XXXXXXXX, and her Power of Attorney paperwork enabled me to liquidate her assets, pay off the reverse mortgage and all outstanding debt. About that same time ( only 2 years ago ) Champion Mortgage was sold to Nationstar Mortgage, AKA MR.COOPER. XXXX 's current XXXX application for her ongoing care requires a copy of her loan disbursement transactions, which I am requesting via this complaint. I am uploading her POA paperwork AND HER SPOUSE 'S DEATH CERTIFICATE as proof of MY POWER OF ATTORNEY status for her affairs. Please send a copy of the full loan disbursement of my mother 's account from CHAMPION MORTGAGE to me so I can submit it on her behalf to XXXX.
Company Response:
State: IL
Zip: 60110
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to NSTAR/COOPER XXXX XXXX Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or NSTAR/COOPER 's customer service representative XXXX
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Nationstar Mortgage acted in real bad faith and committed FRAUD in Hawaii against my privately owned property by filing a foreclosure on a FAKE MORTGAGE ACCOUNT that they tried to pull off as the original debt. The foreclosure has now been confirmed to have been utterly FALSE and yet they prevailed in the court despite outrageous fraud on the court. I am not the borrower, I own the property since XXXX XXXX when I purchased it from the distressed owner, who had initiated a loan with XXXX in XXXX. This is one of those old Zombie Mortgages from the pre-crisis era, and the 6 year Statute of Limitations expired prior to the case ever being filed. All the parties to the original contract are long gone. By the time it worked its way through the foreclosure case, XXXX, and it came to the date of the judicial auction sale, on XX/XX/XXXX, I called the Plaintiff to ask if it would postpone the sale and provide proof that Nationstar is working for them. The call was made to XXXX XXXX, XXXX. as Trustee for XXXXXXXX XXXX XXXX XXXX XXXXXXXX, MORTGAGE PASS-THROUGH CERTIFICATES, XXXX, who admitted to me on the phone that it is NOT THEIR LOAN and Nationstar is NOT WORKING FOR THEM because the debt is not theirs. Nationstar Lied to the Court in Hawaii and committed multiple violations of clearly established laws, and sought an illegal foreclosure in the name of a fake plaintiff, while it duped the court because it was not the servicer of the plaintiff. Nationstar did not make itself a party to the case, it just acted as an Imposter to sue on a FAKE MORTGAGE ACCT that it reinstated illegally in the name of the borrower, without their permission or authority. Nationstar violated 2 Court Orders including an Order that Compelled the Discovery, which they utterly ignored, and hastily moved for summary judgment. They also violated an Order from the XXXX XXXX that granted me a Temporary Stay of the foreclosure to post a bond. They knew the stay was active until XX/XX/XXXX, but they egregiously transferred the title to the property on XX/XX/XXXX, in violation of the Court Ordered Stay. I alerted them that they did this transfer illegally, but they ignored my attempts to get them to fix their wrongful acts. Once the debt was discovered to Not be owed to USB, and Nationstar was not its servicer, the court should have dismissed the case because it lost jurisdiction over a fake plaintiff. Nationstar and their counsel railroaded me and forced the false foreclosure after the XXXX expired on the debt. They persuaded a fake limitation statute of 20 years which applies only to adverse possession law, which directly impaired the contract rights and obligations of the original contract. They further listed the property for sale on XXXX public Listing Service without ever having the confirmation sale yet, which is illegal since they were not the owner, I was the owner, and they concealed it from me until I started receiving many calls from realtors to buy the property. The XXXX XXXX XXXX told me it is illegal to list without approval from the owner. Their ledgers show massive double dipping of fees, and extortion fees that were never owed, showing entries of a foreclosure that never happened in XXXX, yet they charged massive fees for it despite that it was all fake entries. They duplicated and triplicated many inspection fees and double dipped on many attorney fees, as they colluded with the lawyers at XXXX to force the sale of the property, where there is absolutely no debt to repay at all because it expired. There is no remedy to stop them and they have committed Fraud on the Court, caused an Unreasonable XXXX by way of foreclosure where no debt is owed. They seized the property for XXXX XXXX, well over the debt amount of XXXX, yet they took all the money and ran with it and never distributed any of it to the homeowner, which are ALL OVERAGES since there is no debt to repay. This is an outrageous Fraud based on a FAKE REINSTATED MORTGAGE which is only entitled to the borrower to reinstate. But Nationstar reinstated and then used that fake claim to seize my property based on a mortgage standing alone without any debt owed to anyone involved. This is much too stale a debt, and how has the court allowed this fraud from a non-party, self-proclaimed servicer, who used fabricated documents and false statements to deprive me of my valuable property. This case is so egregious, it requires review by the CFPB. Nationstar is acting as if it is above the law and the harm is irreparable.
Company Response:
State: HI
Zip: 96797
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XX/XX/XXXX XXXX I called in spoke to XXXX and made a payment of XXXX and XXXX in order to become current I was told at that time I was current for past due payment while in forbearance and that all was owed at that time XXXX but that was to include the payment for the month of XXXX being my forbearance didn't end til the XXXX of XXXX and that she would call me back for the XXXX payment I said ok. I then made another payment XXXX on XXXX the XXXX 2023 through XXXX id # XXXX who stated that I would be brought current and would not owe any money until XX/XX/XXXX Every day since making these payments I have been called and told I owe different amounts ranging from XXXX one day then the next I owe XXXX then now I owe XXXX but I shouldn't owe anything.
Company Response:
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I listed the property twice to sell it to pay off the lender. The first realtor didnt get any offers. The second realtor got an offer below asking and what was owed on the mortgage and proceeded to work on a short sale. The realtor was getting the runaround from Mr. Cooper. There was plenty of time to review for the short sale but Mr. Cooper wasted it. The rest is explained in the Notice of Errors I sent to Mr. Cooper. See attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Please answer my direct questions as you have not in any of the previous emails. Yesterday, XX/XX/XXXX, XXXX advised me to send an email inquiry to XXXX regarding the missing payment that was debited from my bank account on XXXX, which is yet another covered error subject to regulation under XXXX Not crediting a payment on date of receipt as required under 1026.36 ( c ) ( 1 ) error subject to regulation. A payment that cleared my bank account on XX/XX/XXXX, was not showing in your portal as of yesterday, XX/XX/XXXXXXXX and the portal reflected the payment due for XX/XX/XXXX, of {$850.00}, if the payment that cleared my bank account on XXXX was not showing until today, how can the amount due for XXXX still reflect {$850.00}? Below is the response to the email XXXX suggested I send. A copy of my statement was attached yet they couldn't find the account. Is it unconscionable that I would receive an email stating the account can not be located with all of the information provided. Clearly nothing Mr. Cooper does is accurate. From : XXXX XXXX Incoming XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : RE : XX/XX/XXXXXXXX Payment Thank you for contacting Mr. Cooper. Please note that we are unable to locate an account under the property address and/or borrower information provided. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper Additional Violations : Imposing a fee, the servicer lacks a reasonable basis to impose- Not timely paying taxes, insurance, or other charges servicer agreed to collect and pay per 1024.34 ( a ) or refunding an escrow account balance per 1024.34 ( b ) Any other error relating to the servicing of a borrowers mortgage loan While discussing this ongoing issue with XXXX yesterday, we found an additional error in that the funds for escrow for taxes far exceeded my tax bill, so where were those funds allocated? Under 1024.35 ( f ) ( 1 ), the servicer should correct the errors and notify the borrower of the correction in writing within five days ( excluding weekends and holiday ). NOT 5 YEARS! Furthermore, Your " RESPA Response Notice of Error '' received today does not satisfy the requirements as this has been reported since XXXX. Mr. Cooper sent me confirmation that the flood insurance proof was received yet continued to withdraw funds for forced placed flood insurance, then recycled the same error in sending a letter on XX/XX/XXXX, that there was a lapse in my flood insurance coverage in XXXX. It is known that Mr. Cooper has engaged in inappropriate lending standards and that Customer Service Reps are encouraged to pressure customers to refinance and also to redistribute fees, which is exactly what you've done with the payments made as evidenced by the ortal on XX/XX/XXXX stating all forbearance payments had been satisfied and there was {$0.00} due on XX/XX/XXXX. XXXX. It is common knowledge that Mr. Cooper 's customer service reps are encouraged to pressure customers to refinance with no benefit to the borrower and clearly fees are redistributed so that the Mr. Cooper can profit and force the borrower to refinance. Mr. Cooper has not been compliant with RESPA as evidenced by the lack of communication and by its failure to research and resolve this issue in XXXX when it was initially reported. When Mr. Cooper couldn't respond within 30 days, it should have communicated to me and explained why more time was needed to reply and that the issue was being worked on. I called monthly, so how is it possibly not to respond timely? I did receive confirmation that my funds would be returned. Not only were my funds never returned, Mr. Cooper continued to deduct funds for forced placed flood insurance, year after year. Mr. Cooper 's non-compliance has been with the statutory scheme governing the error resolution process and communications between lenders and consumers. Mr. Cooper/Nationstar did not comply with RESPA and in your most recent response, attached, is statutorily insufficient and constitutes common law negligence. as Mr. Coopers representatives confirmed this was resolved in XXXX yet continued the behavior which indicates a reasonable investigation was never conducted and I was never provided with the required responsive information. RESPA RESPONSE TO NOTICE OF ERROR Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because a letter was sent to you dated XX/XX/XXXX, indicating there was lapse in flood insurance coverage. We corrected the error by refunding all flood insurance disbursements and removing hazard and flood insurance from the escrow account. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are : Transaction History Suspense History Escrow Statement dated XX/XX/XXXX Billing Statement dated XX/XX/XXXX Prior Response Letters ( 2 ) Additionally, it is a prohibited practice for a servicer to charge a fee or to require a borrower to make a payment not yet due as a condition for responding to an error notice. In addition, for 60 days after receiving the error notice, servicers may not report adverse information about an alleged payment error to a consumer reporting agency. RESPA exists to prevent abuse of borrowers by servicers and Mr. Cooper/Nationstar has shown their lack of compliance with the requirements of RESPA, Mr. Cooper received and confirmed receipt of proof of flood insurance in XXXX, XXXX. XXXX and XXXX yet continued to deduct funds for force placed flood coverage providing contradictory information. Mr. Cooper even sent the funds to Assurant for kickbacks as my coverage has never been with Assurant but through my HOA master policy, and Mr. Cooper knew and confirmed that they were aware of the coverage. Mr. Cooper continues to post statements in its portal reflecting that there are no payments due on the account and then charging fees and costs for not having received the payment and improperly disclosing information to credit reporting agencies. I have provided sufficient detail to Mr. Cooper multiple times, in writing, that I have attached to previous emails. Mr. Cooper never provided me with a response until today, over 4 years later. I never received a notice of the effective date of the correction from providing proof of flood insurance and Mr. Cooper continued with the error., year after year and even as recent as a month ago, XX/XX/XXXX. Please provide me with the details of the investigation from my requests in XXXX, XXXX, XXXX and XXXX at once. I have provided you with the details including dates and the names of those I spoke to and have the conversations recorded with informed consent. Mr. Cooper has engaged in predatory lending that imposes unfair, deceptive, and abusive terms on borrowers. Mr.Coopers customer service reps continually attempt to trick borrowers into refinancing and to strip them of equity push them into higher interest contracts and/or force them into financial ruin. Mr. Cooper would not disclose terms of the options at the end of forbearance period as requested multiple times, and has continued to engage in deceptive and fraudulent actions and with a complete lack of transparency. Upon exiting a Covid -19 forbearance program and when a borrower is ready to restart making mortgage payments, Mr. Cooper as a mortgage servicer is required to work with borrowers and tell them about all available options. Mr. Cooper has also been in violation of Charging late fees to borrowers in CARES Act forbearance programs.The CARES Act prohibits a servicer of federally-backed mortgage loans from imposing these fees while a borrowers mortgage payments are being deferred due to financial hardship caused by the COVID-19 emergency. 4 Late feees. Were charged of {$36.00} to my account on XX/XX/XXXX when on XX/XX/XXXX the account showed paid to date. Failing to end preauthorized electronic fund transfers. As evidenced by the XXXX taken from a XXXX account in XXXX of XXXX an account closed in XX/XX/XXXX. I paid my a monthly payment XX/XX/XXXX from my XXXX XXXX Account and Mr. Cooper attempted an ACH from the closed XXXX account, their portal reflects a reverse charge which was caused by their careless practices and has me questioning their cyber security. The XXXX XXXX payment was never applied but deducted from my bank account. Theyve charged me as a borrower, unauthorized amounts. Mr. Cooper has overcharged me for services and added fees outside of my loan terms due to the misappropriation of funds and late fees that werent warranted during forbearance Misrepresenting mortgage loan transactions and payment history in online accounts. The online account indicated the loan was paid up to date on XX/XX/XXXX, on XX/XX/XXXX the portal indicated {$5600.00} and later that day the portal indicated I owed {$4700.00} with a partial payment of {$560.00}! That is beyond deceptive, should a borrower be required to view the portal multiple times a day. same day the portal indicated Examiners found that servicers provided inaccurate descriptions of payments and transaction information, which may have misled borrowers. Mr. Cooper has continually misrepresented mortgage loan transactions and payment history in online accounts with inaccurate descriptions of payments and transaction information, which is done purposely to mislead me and other borrowers. Incorrect handling of partial payments. Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. Examiners found that, in some cases, servicers put these payments in borrowers escrow accounts rather than returning the amount or crediting it to borrowers next monthly payment. Failing to forced placed flood insurance and continuing to charge for it annually and immediately after receiving and confirming receipt of the proof.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to bring to your attention the unresolved issue concerning late payment accounts on my credit report. Despite previous attempts to rectify these discrepancies, they remain unaddressed. The ongoing issue with late payment accounts remains unresolved, causing concerns and potential financial repercussions. I kindly request a thorough review and prompt resolution of these issues to ensure the accuracy and fairness of my credit report. Your immediate attention to this matter is greatly appreciated. XXXX XXXX
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: ayments Status Date Amount Fees Posted XX/XX/XXXX {$36.00} Fees Posted XX/XX/XXXX {$36.00} Fees Posted XX/XX/XXXX {$36.00} What are these late fees for, XX/XX/XXXX the portal said I owed {$0.00} how can there be late fees and please provide the disclosure of these fees and from what months they are from in writing. I have not received any of my flood insurance refunds dating back from XXXX when Mr. Cooper was provided proof from numerous sources on a monthly basis. it is in excess of {$3000.00}, the number has changed every time I contact someone probably a result of Mr. Cooper 's incorrect handling of partial payments where is the excess fees that were paid above my tax payment? I don't know where those funds were allocated, did Mr. Cooper simply tack on arbitrary late fees to cover those funds that were stolen? The misrepresentation of the mortgage loan transactions and payment history in your online account is dubious, I have requested. I believe Mr. Cooper is violating the Home Mortgage Disclosure act by consistently failing to report accurate data about mortgage transactions, as if you don't have borrowers ' information correct, how can reporting be correct? XXXX Error resolution procedures have not been followed as well. I do not have the funds returned that should have been returned 15 days following the notification of error that Mr. Cooper acknowledged. This matter needs to be promptly investigated.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I have been paying my mortgage by direct ACH payments, On XX/XX/XXXX of XXXX, a normal payment of {$630.00} went from my account to the mortgage holder Nationstar Inexplicably, XX/XX/XXXX, nationstar returned the payment to my account, XXXX I received notice that nationstar required certified funds for the last payment which should have been less than {$200.00} had nationstar not returned my XXXX payment, Regarless, i went to the bank on XX/XX/XXXX and obtained a cashiers check for the requested payoff of {$700.00} and sent payment by certified mail. Nationstar received the payment on or about XXXX XXXX XXXX well before the required due date. again, inexplicably, on XX/XX/XXXX, Nationstar returned this payment to my account. I tried a third time to pay off the note. On XXXX, I obtained a cashiers check and sent to nationstar by certified mail. For the third time, Nationstar sent me a check for the amount of the cashiers check {$700.00}. I still have that check and will NOT cash it. Nationstar will not release their lien and are harrassing me at home and at my work. I have tried several times to pay off this note. They will not process my payment and just keep adding bogus charges. XXXX
Company Response: Company believes complaint is the result of an isolated error
State: OK
Zip: 73003
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A