Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Please review complaint # XXXX. Nationstar/Mr. Cooper responded to this complaint with documents emailed to me and your office. Their XXXX letter states a request to remove negative reports for XXXX through XXXX XXXX was submitted XXXX, inferring they contacted 4 credit bureaus by including bureau contact info. A 2nd letter XXXXXXXX disclosed that their processing error triggered the autopay draft to be rejected, causing the missed XXXX pymt. In follow-up calls to the credit bureaus, I discovered Nationstar misrepresented sending letters of correction on XXXX. I can not believe, after all the disputes and complaints I filed, they represented it had been taken care of, then had the audacity to report the delinquency as accurate or not send the correction notice to 3 of the 4 bureaus! 1 : XXXX : XXXX XXXX stated theyve had NO contact from Nationstar since the original over-30-day delinquent report for XXXX ( shouldve been XXXX ) ; I filed a dispute by phone. I had not previously filed a dispute with XXXX, as I did not know of this bureau until I got Nationstars letter. 2 : XXXX : XXXX did not receive a letter correcting XXXX, XXXX, or XXXX XXXX negative reports. Supervisor XXXX confirmed they received a digital notice XX/XX/XXXX verifying there was no pymt history for XXXX and it was over 30 days late. Previously they received an over-30-day delinquency report XX/XX/XXXX for the XXXX pymt, and the account was reported closed on XXXX XXXX. There were no other notices between XXXX and XXXX. I filed an additional dispute by phone against the new & old delinquency reports and will mail copies of Nationstars letters per XXXX request. 3 : XXXX : XXXX XXXX advised the dispute was completed XXXX ; only XXXX had been reported delinquent, which was removed. They will send a letter XX/XX/XXXX when the update posts to my acct, after which I can obtain a new credit report. 4 : XXXX : XXXX XXXX stated there was a recent report from Nationstar, unknown date ( stated the report date/content are not available to reps ). Currently it shows the XXXX pymt as >30 days late, no others. Previously it showed XXXX, then XXXX, later XXXX, as two 30-day-late payments. XXXX and XXXX have been removed, but not XXXX ; the request to remove negative reports is incomplete. Please investigate why Nationstar misrepresented sending letters of correction! After 5 months arguing over their processing error, they are still punitively misreporting!!! I am forwarding copies of the two letters from Nationstar to all 4 credit bureaus, since Nationstar is too inept to handle their responsibilities.
Company Response:
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Company reported me to credit agency on the presumption that a sole piece of regular mail that it sent to me was received, and ignored. I did not receive the mail that company sent me and this is the second time in approximately four years that this same situation has arisen with this particular company.
Company Response:
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: See attached objection to Nationstar and their counsel 's false claim I am making a frivolous complaint and new complaint because Nationstar is prohibited from failing to correct errors in inaccurate payment allocation per 12 USC 2605k1c and prohibited from collecting and retaining unearned fees per 12 USC 2607. My attached objection to an XX/XX/2023 uploaded XXXXXXXX XXXX XXXXXX/XX/2023 response clearly outlines false claims made to the Court, to the CFPB knowingly using detail reports to claim errors didn't exist internally within the original transaction history that recorded inaccurate overstatement of principal debt, over calculated but under allocated collected amount of interest leaving {$15.00} still held in suspense, a suspense account holding {$1800.00} in lender fees never allocated to any advance ( all advance payments were later reversed after acceptance of my overstated payoff ) that were in fact all unearned fees never refunded to me, and an outrageous claim I paid and Nationstar allocated {$11000.00} for 196 late fee payments over the entire life of the loan of 94 months, falsely claiming by manipulation of detail reports the error either didn't exist or was updated.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Timeline ( in the perspective of the buyer for a VA Assumption Loan ) : XXXX XX/XX/XXXX : Buyer and Seller Signed Contract for XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX : Provided signed contract to bad email XXXX. I then sent it to the correct email at XXXX. No receipt confirmation or auto-reply was provided. -Note the confusion of the email was due to a missing period. I attempted to find the correct email via the Mr. Cooper website ; however, it is not listed. I tried to contact them via the phone number listed on website; however, I was unable to reach a real person as I was not a current customer. I then contacted the VA Loan department where they attempted to talk me in to a new loan at current interest rates. Eventually I was transferred to the current loan officer who provided the correct email address. They were resistant to provide any help ( to include the email ) as I was not the seller. XXXX XX/XX/XXXX : Earnest money paid by Buyer. XXXX XX/XX/XXXX : Unable to reach Mr. Cooper via numbers listed online. Reached out via XXXX and received Executive Phone number ( XXXX ). Provided by associate XXXX. - Directed to have seller reach back to Mr. Cooper again for instructions. XXXX XX/XX/XXXX : Seller sends Mr. Cooper email with Certificate of Eligibility ( COE ) to wrong address ( XXXX ). I received a copy of the email and informed the seller of the issue. XXXX XX/XX/XXXX : Buyers agent sent contract to XXXX XXXX XX/XX/XXXX : I called the escalation team/social media team and spoke with XXXX. I expressed concerns that the seller is having difficulty reaching the appropriate office for assumptions. I forwarded the email with the sellers COE and via email I was told she would reach out to the assumptions team to push the information along direct to the seller. XXXX XX/XX/XXXX : Seller Receives VA Loan Instructional Packet and VA Loan documents XXXX XX/XX/XXXX : Buyer receives VA Loan Instructional Packet and VA Loan documents from seller. XXXX XX/XX/XXXX : Received Assumption Packet from Sellers Agent ( partially filled out by seller ) XXXX XX/XX/XXXX : sent VA loan packet information to XXXX. This was required per the instructions provided by Mr. Cooper ; however, buyer later found out this was outdated instructions. XXXX XX/XX/XXXX : House inspection performed on XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX : Created VA.GOV case due to no response on VA Loan Packet Submission XXXX XX/XX/XXXX : Received follow up from VA.GOV Case submitted due to no response from VA Loan packet submitted to XXXX email. Turns out the instructions provided by Mr. Cooper were outdated. XXXX XX/XX/XXXX : Forwarded all attachments in the VA loan packet to the XXXX email and social media email. No response from either email. XXXX XX/XX/XXXX : Called Mr. Cooper Executive line and spoke with XXXX XXXX. He was incredibly dismissive and WOULD NOT confirm receipt of the sensitive financial information that I emailed ( VA Loan packet ). All others on email cc received email. XXXX XX/XX/XXXX : Inspection report receivedno concerns. XXXX XX/XX/XXXX : Sellers sent documents to Mr. Cooper for review. XXXX XX/XX/XXXX : Received email from XXXX XXXX ( sellers agent ) requesting SSN/Drivers License and contact information for buyer. XXXX XX/XX/XXXX : Additional information requested by Mr. Cooper Research team returned by buyer direct to Mr. Cooper Assumptions Research team. XXXX XX/XX/XXXX : XXXX XXXX called Mr. Cooper to confirm receipt of documents ; however, they would only confirm they received an email, the seller had to confirm personally the specific documents they received. XXXX XX/XX/XXXX : Sent VA Loan Packet Information to XXXX and social XXXX AGAIN. Called executive line AGAIN and spoke with XXXX XXXX AGAIN. This time he was more receptive to validating the receipt of my sensitive financial information and confirmed receipt of the XXXX XX/XX/XXXX email ; however, said there was no record of receipt of the XXXX XXXX email despite others ccd receiving it - XXXX XXXX confirmed that the information would be sent by him to the assumptions research team. XXXX XX/XX/XXXX : notified by sellers agent that Assuming Party Questionairre was missing. XXXX XX/XX/XXXX : Returned Assuming Party Questionairre to Buyers agent and it was returned to sellers agent. Seller also returned a third party authorization form allowing Mr. Cooper to speak with buyers regarding assumption. XXXX XX/XX/XXXX : Buyer contacted by Buyers Agent that the Sellers Agent said Mr. Cooper was still missing some document, but there were no specifics available. XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics to XXXX. XXXX said she would provide required information. No response received. XXXX XX/XX/XXXX : Buyer emails XXXX with current contact information provided and asking for specifics. No specifics received until AFTER fall up call on the XXXX. XXXX XX/XX/XXXX : Buyer calls Mr. Cooper executive line and asks for specifics again. This time XXXX can view the missing info and it is the Assuming Party Questionairre which was sent on XXXX XX/XX/XXXX. XXXX XX/XX/XXXX : Buyer resends Assuming party questionnaire to XXXX and XXXX requesting confirmation of receipt. Buyer also requested third party resources to complete this process. XXXX XX/XX/XXXX : Social Media ( XXXX ) confirmed receipt and said there is 3rd party resources and she would provide them. Note that I have been asking for assistance from a third party verbally since the beginning of this process. XXXX XX/XX/XXXX : Sent XXXX and XXXX email reminding them of the 45 day requirement to approve or disapprove the assumption and again asking for third party resources. XXXX XX/XX/XXXX : Submitted complaint to CFPB XXXX XX/XX/XXXX : Emailed XXXX and XXXX inquiring need for bank statements, Tax Returns, or other documents. XXXX XX/XX/XXXX : Received call from XXXX XXXX, Loan Officer for Mr. Cooper. He went through the loan application with me, verified income, employment, etc info. He asked for Tax Returns for 2 years, one months of mortgage statements, and 2 months of bank statements showing proof of funds. Closing is expected to be XXXX. When asked about timeline he said the 45 days will not start until he receives these documents. He expects 2 weeks to receive contingent approval and XXXX additional weeks for underwriting. Closing is expected Late XXXX to mid XXXX. - I was supposed to receive a follow up email with the requested documents ; however, I did not. XXXX XX/XX/XXXX : Returned required document to XXXX and XXXX XXXX XX/XX/XXXX : received email from XXXX XXXX, XXXX, Loan Officer, requesting documents. XXXX XX/XX/XXXX : I returned all requested documents via 4 emails due to size of attachments. XXXX XXXX confirmed receipt. XXXX XX/XX/XXXX : Informed via email by XXXX XXXX that he completed his portion and it is now at XXXX XXXX who will work with the VA underwriters. She is supposed to get us our contingent approval as well. XXXX XX/XX/XXXX : Received mail via USPS that original CFPB complaint was removed due to fraud concern. XXXX XX/XX/XXXX : Confirmed with CFPB that new complaint must be submitted.
Company Response:
State: KS
Zip: 664XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Yesterday, XX/XX/2023, I received an email from my mortgage holder, Mr. Cooper, stating that I was automatically enrolled in a new program, XXXX, that provides financial advisory services. The email stated : " We've teamed up with XXXX to give you access to their powerful, wealth-building tool. With XXXX, you can set financial goals, run equity simulations, and learn how to use your home to build wealth. Its already connected to your Mr. Cooper account. No set-up needed. Just sign in and take it for a spin. We think youll love it. '' I never approved or requested to be enrolled in XXXX. I do not want or approve to have any services attached to my mortgage account. There was no information on the email on how to unenroll or reach XXXX. After a lot of effort, I finally reached a Mr. Cooper customer service rep by phone and explained that I wanted to unenroll from XXXX. She said she had no way to do that after spending some time researching the situation. She said I could do that from my own online account. I went online and established an online account with Mr. Cooper. There was no way identified that I could unenroll from XXXX. I clicked on the XXXX button to see if I could unenroll from there and they indicated my mortgage account was now linked to XXXX. And again there was no way to unenroll from XXXX. I am very concerned that Mr. Cooper added XXXX to my mortgage account without my approval and there is no identifiable way to remove XXXX. I do not approve of any of my mortgage information to be shared with XXXX or 3rd parties.
Company Response:
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
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 husband and I have a mortgage through Mr. Cooper/ Nationstar Mortgage . In XXXX I called and tried to get help with out loan due to inflation costs we started to struggle with payment. After months of moving me from one plan to another they sent us a letter stating we were approved for the Covid-19 Recovery Standalone Partial Claim ( the " Plan '' ). In this letter one of the bullet points states, ' We will waive any late charges, fees, or penalties assessed to your on or after XX/XX/2020. I have called the numerous times and have filed disputes with XXXX, XXXX, and XXXX and resulting in them not taking off the payments. We have 5 late payments showing on our report and we are unable to get another loan to move to a different house with a smaller mortgage. I also expressed our home 's ac went out. We have been living in 90 degree temperatures because of our credit. They are continuing to refuse to remove the late payments. Thank you so much for your help on this matter. *They are also not explaining to consumers what types of things are covered for Covid-19 payment relief. Meaning I had to ask after months if inflation was part of this plan. I believe the company is doing this to many other people and are going to cause them to loose their homes.
Company Response:
State: AR
Zip: 72450
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My complaint is with mortgage servicer Mr Cooper. My complaint regards an uncharacteristically large escrow deficit in XXXX. In XXXX, my taxes and insurance combined increased {$480.00} over last year. However, I am paying {$1800.00} more than last year for the 12 months beginning XX/XX/XXXX. My escrow history since its inception in XX/XX/XXXX is as follows : XXXX XXXX escrow review = {$10.00} surplus XXXX XXXX = $ XXXX shortage XXXX XXXX = $ XXXX shortage ( top 3 reviews by XXXX ) XXXX XXXX review = $ XXXX surplus XXXX XXXX = $ XXXX shortage XXXX XXXX = $ XXXX shortage, later corrected to $ XXXX. ( last 3 reviews by Mr Cooper ) Last month, I communicated about this with Customer Relations Specialist XXXX XXXX at Mr Cooper. ( Case # XXXX XXXX XXXX ) In her XX/XX/XXXX response XXXX XXXX XXXX provided calculations into the future based on my XXXX tax + insurance increases + cushion requirements to arrive at a projected shortage of $ XXXX in XXXX of XXXX. In addition to the shortage, my monthly payment also increased by $ XXXX ( $ XXXX ), presumably to cover the XXXX tax/ins increases. Overall, I am paying {$1800.00} for XX/XX/XXXX - XX/XX/XXXX. A HUD rep told me that escrow shortages refer to past escrow activity, not future activity, so XXXX XXXX 's shortage explanation is perplexing. On XX/XX/XXXX, I spoke with a real estate attorney at MN Legal Aid who told me I can request an escrow analysis for the *origin* of my escrow deficit. I am requesting that analysis, as neither XXXX XXXX nor anyone in customer service has been able to tell me *how* this enormous deficit happened to my escrow account. For instance, after my escrow review was completed in XXXX, did some sort of perfect storm occur where my cushion ran out at the same time that my taxes and insurance increased and then my XXXX review was grossly undercalculated for the next 12 months? All that would seem highly unlikely, yet there has to be a logical explanation or possibly some mistake that occurred to make this shortage make sense. Mr Cooper 's escrow transaction history shows a hazard insurance payment of {$1300.00} made to XXXX in XXXX XXXX. However, during a XX/XX/XXXX phone call to customer service about my account, the representative volunteered the information that {$880.00} had been paid for my XXXX XXXX hazard insurance and that a new analysis should have been generated at that time. These are 2 separate stories about my account. Is it possible that Mr Cooper paid XXXX twice, both {$880.00} and {$1300.00}? That would go a long way to explaining my ballooning deficit. Either that, or perhaps my insurance rate changed in XXXX following my XXXX review? Something irregular seems to have happened around this payout. I have talked to Mr Cooper customer service numerous times since my first call on XX/XX/XXXX when I learned a check I'd mailed to replenish my escrow account after changing insurance companies in XX/XX/XXXX had been " misapplied. '' It took two attempts to get that straightened out, though it still does not explain why my remaining shortage is so huge. My greatest concern & criticism about this experience is that Mr Cooper is probably so large that when mistakes happen, they are difficult to trace, no one really gets to the bottom of it, and I am left with zero adequate explanations to my questions, and even less confidence about the process going forward. Thank you.
Company Response:
State: MN
Zip: 56301
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: XX/XX/XXXX To : Mr. Cooper/Nationstar/Consumer Financial Protection Bureau Subject : Answer/Complaint against Mr. Cooper/Nationstar Account Number : XXXX Source XXXX Number : XXXX Reference Number : XXXX CFPB ID : XXXX SUBMITTED ON XX/XX/XXXX PRODUCT : Debt collection Dear Sir/Madam, This is our response to Mr. Cooper answer and package they sent to us dated XX/XX/XXXX regarding the complaint we filed through CFPB portal. Debt Validation : At the beginning of Mr. Cooper response letter it is stated that their records reflect they previously validated this debt which is not true and they never did validate the subject alleged debt for following reasons : First of all, we demand a proof or a statement under oath that actually there is a Bank, Financial Institution or any kind of company named as " creditor '' on subject account and Mr. Cooper is the SERVICER for them and they are intended and expected to receive money from the successful outcome of the foreclosure. Mr. Cooper needs to validate this account with establishing the fact that as a " servicer '' it actually is a " servicer '' for an injured " creditor '' and names that particular creditor, if any. 1- The recorded original note, deed of trust and principle amount are all different from other documents presented by Nationstar/Mr . Cooper since XXXX until this date. 2- The present alleged amount calculated and all the numbers including but not limited to starting principle amount, interest rate, years, dates and amortization period are not correct and have to be certified by valid documentations. 3- We asked about all of these, many times for many years, but your company never sent us detailed, certified and official statements reflecting all the correct documents from XXXXXXXX XXXX XXXX XXXX XXXXXXXX and now Nationstar/Mr. Cooper. Your company kept sending the same falsified old documents done by previous lenders, servicing companies and trustees. You also indicated at the date of transfer the account was due for the XXXX, XXXX, monthly installment in the amount of {$5300.00} and in another place in your letter saying as of the date of this letter the account is due for the XXXX, XXXX now. The amount of the monthly payments and due dates do not match with any original and recorded and verified document as to the interest rate applied, amortization period and actual principle amount on record. XXXX VERY IMPORTANT : I have received a letter from Mr. Cooper XXXX XX/XX/XXXX indicating about a rate change, We need to find out if they actually did apply the new ( SOFR ) interest rate to the subject account or the ( XXXX ) rate is still being used. We need to have detailed information about this rate and calculation. SEE Attachment number A Transfer of Servicing : In your letter you indicated that this loan transferred from Specialized Loan Servicing , LLC to Mr. Cooper effective XX/XX/XXXX which is completely false and incorrect. According to a recorded ASSIGNMENT OF DEED OF TRUST dated XX/XX/XXXX ( ATTACHED EXHIBIT # XXXX XXXX XXXX XXXX XXXX XXXXXXXX for a value received, grant, sell, assign, transfer and convey onto NATIONSTAR MORTGAE, LLC so your statement that XXXX XXXX XXXX transferred the servicing to your company on XXXX, XXXX is completely false and make this transfer unlawful, invalid and null. Before this transfer or sale there is another recorded document showing XXXX XXXX XXXX XXXX XXXX XXXX XXXX for a valuable consideration assigned and set over, this account to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX. ( ATTACHED EXHIBIT # XXXX ) Now, there is another Notarized document called CORPORATE ASSIGNMENT OF DEED OF TRUST, signed by XXXX of your Assistant Secretary named XXXX XXXX stating NATIONSTAR MORTGAGE LLC herby grants and transfers to XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE FOR GSR XXXX XXXX.. ( ATTACHED EXHIBIT # XXXX ) We need a complete and detailed and certified statement, answer, information and explanation regarding all these transfers are valid and legal and true. Mysteriously another document called ASSIGNMENT OF DEED OF TRUST got recorded on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE FOR GSR XXXX XXXX BY NATIONSTAR MORTGAGE LLC AS XXXX, again for Value received XXXX grants, assigns, and transfers to NATIONSTAR MORTGAGE LLC. ( ATTACHED EXHIBIT # XXXX ) Do you see how many recorded transfers exists and going back and forth? Can you validate all these assignments? Can you disclose the amount of the value received from each corporation and insurance companies and if they paid off the whole amount? Do you see any recorded document showing a transfer from XXXX XXXX XXXX XXXX to Nationstar or Mr. Cooper? We need a Notarized and certified document showing when and how XXXX transferred the subject account to Nationstar. If you cant produce that document, this transfer will be unacceptable, invalid and cant be used to validate the transfer or any obligation or any alleged debt. Also, we need to bring your attention to Mortgage Servicing Standards, it clearly states : Assertions made in foreclosure or bankruptcy proceedings shall be accurate, complete and supported by competent and reliable evidence. Affidavits shall be signed in the presence of a notary. Banks/servicers may not rely on an inaccurate affidavit to obtain a foreclosure judgment. The bank/servicer must plead the basis for its authority to foreclose. Loan Modification : Regarding the statement you made about 14 times review for loss mitigation, we need to mention that they were all about income and insufficient monthly payment reduction claim. Mr. Cooper and Nationstar denied all modification efforts because of that. In last several years they are using the BIG LIE that someone else like XXXX XXXX is the decision maker. They always had the same reasons to deny even after we sent new and improved documentation. Your calculation of property taxes and insurance amount were all wrong and never got corrected even after we sent out the actual statements. At one time Mr. Cooper did come up with the following ridiculous terms by itself : A payment, after XXXX {$8300.00} a month. All the modifications are about reducing the interest rate or apply the principle to XXXX or 40 year amortization to make it affordable. This was based on a 19 year amortized loan which was never seen in loan modification world! Despite the fact that you stated our loan modification is denied based on XXXX XXXX guidelines, we found out that XXXX XXXX has absolutely NO involvement, guideline, protocol or workbook to approve or deny a modification. We have the actual statement from their company and can be provided upon request. Documentation : Mr. Cooper knows that the new servicing standard call for : Strict oversight of foreclosure processing, foreclosure abuses, such as robo-signing, improper documentation and lost paperwork and make foreclosure a last resort, by requiring servicers to evaluate homeowners for other loan mitigation options first. Also, we need to bring your attention to this very important subject about Nationstar Mortgage LLC, d/b/a Mr. Cooper Settlements with the Consumer Financial Protection Bureau XXXX CFPB XXXX and the State Mortgage Regulators Case No. XXXX NATIONSTARS MORTGAGE SERVICING MISCONDUCT IN THE UNITED STATES DISTRICT COURT FOR THE DISTRICT OF COLUMBIA Case XXXX XXXX XXXX Filed XX/XX/XXXX INTRODUCTION XXXX. This is a civil action filed jointly by the Attorneys General against Nationstar Mortgage LLC, d/b/a Mr. Cooper ( Defendant or Nationstar ) for alleged misconduct related to its servicing of single-family residential mortgages. 2. As described in the allegations below, Defendants conduct during the servicing of borrowers mortgage loans constituted unfair or deceptive acts and practices by Defendant and its vendors and resulted in violations of homeowners rights and protections. In Page 10 of 63 19. In the course of Nationstars mortgage servicing activities, Nationstar engaged in the following unlawful acts and practices : b. failing to properly oversee and implement the inbound transfer of mortgage loans ; e. threatening foreclosure and conveying conflicting messages to certain borrowers engaged in loss mitigation ; f. failing to properly process borrowers applications for loan modifications ; g. failing to properly review and respond to borrower complaints ; COUNT I VIOLATIONS OF STATE LAW PROHIBITING UNFAIR AND DECEPTIVE CONSUMER PRACTICES WITH RESPECT TO LOAN SERVICING COUNT II VIOLATIONS OF THE CONSUMER FINANCIAL PROTECTION ACT OF 2010 WITH RESPECT TO LOAN SERVICING PRAYER FOR RELIEF WHEREFORE, the Attorneys General, pursuant to 12 U.S.C. 5552 ( a ) ( 1 ) and 5565 and their state consumer protection laws, respectfully request that judgment be entered in their favor and against Defendant for each violation charged in the Complaint, and request that the Court : A. Enjoin Defendant from committing future violations ; B. Award such relief as the Court finds necessary to redress injury to consumers ; C. Award such relief as the Court finds necessary to disgorge Defendant of unlawful gains ; D. Award the Attorneys General the costs of bringing this action ; and E. Award additional relief as the Court may determine to be just and proper. Dated : XX/XX/XXXX Respectfully submitted. Mr. Cooper never mentioned this settlement to us and No payment or any kind of help offered but I think almost all of the customers affected by these issues were remediated by refunds or account adjustments years ago. I like to ask Mr. Cooper about the following published statement regarding this matter As part of this new settlement, Nationstar agreed to provide additional refunds to certain customers. XXXX is administering the {$15.00} XXXX in additional refunds provided in the CFPB and XXXX mortgage regulator settlements, which includes cash payments to borrowers whose loans fall under three populations identified in those settlements : Modification Payment Increase Borrowers Escrow Borrowers Unlawful Foreclosure Borrowers On XX/XX/XXXX, XXXX will mail remediation checks to certain customers in those populations. At the end, We are hereby disputing the existence of the alleged debt, Notice of Default filed against the subject property and demand, all fillings against the subject property to be removed, revoked and rescinded immediately until all these issues are resolved and satisfied. We also request that you investigate ALL the issues we mentioned in this letter related to subject property and make sure they are in accordance with Federal and State laws, California Homeowners Bill of Rights, National Mortgage Settlement, Consumer Financial Protection Bureau and New Mortgage Servicing Rules and Standards. CC : XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, CA XXXX Number of Attachments : XXXX Third Party Authorization is included
Company Response:
State: CA
Zip: 91011
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am 2 months behind our mortgage. I have been in communication multiple times with our mortgage company - Mr. Cooper explaining our financial hardship we also signed for a certified letter sent to us by Mr. Cooper. Two XXXX men came onto my property and would not disclose their business and refused to ID themselves. We took documents they had with them titled " vacancy certification '' without any company header or company information. We called Mr. Cooper and inquired if they could provide any information as to why these 2 unknown men came to our property. We were not given any information other than Mr. Cooper has the right to protect their asset.
Company Response:
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I have a cease and desist on the account yet the lender has called every day since XX/XX/XXXX. I have told them several times that I know when the payment is due. This is harrassment. Secondarily, I have asked the lender to send me an escrow analysis and breakdown of the arrears. I also asked for an adjustment of fees owed.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A