Date Received: 2023-07-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Over the past 3 years, I have been trying to refinance my current home loan with Mr. Cooper ( NationStar ) to pay off some bad debt. Each time I apply, I am given some discriminatory reason as to why I am not eligible for a refinance even when I have the credit rating, the income and meet all the necessary criteria. However, all NationStar Loan Specialist - look high and low for reasons not to offer me a refinance based on race- even when there's ample money after the loan amount exceeds the 80 % rule and the property and comps in the area are more than XXXX XXXXXXXX higher the amount owed. I have been told I didnt meet the criteria because I owed money from a home loan modification that is not shown on my monthly mortgage statement - hidden debt. the home loan modification was placed at the back of the loan as an addition. I have been told my actually mortgage owed is XXXX XXXXXXXX plus XXXX XXXXXXXX from the modification. This is illegal and unlawful monies being added to a mortgage loan that was initially XXXX XXXX. The math is not adding up based on my documents. I tried to obtain a refi in XX/XX/XXXX and was given another excuse and then again today, XX/XX/XXXX. I was told my HOA does not accept FHA Refi loans ; how can my HOA dictate whether or not I am able to refinance and under what programs, i.e., FHA, XXXX, XXXX. I was also told I owed XXXX and XXXX XXXX neither of which are on my credit report. When I go into my mortgage account - nothing shows a refinance was even processed. After I am told verbially I can't refinance, I never receive supporting documents to conclude their decision.
Company Response:
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Im currently on a repayment plan with my mortgage company Mr. Cooper. For the months past due, its been divided into 12 months and added to my regular mortgage payment. From XXXXXXXX XXXX XXXX to current, I have been paying my regular mortgage on time however, its not being reported as on time. The mortgage company although have already reported the delinquent months to my credit are not giving me the proper credit status for my regular payments. I believe this to be unfair that my payments that are paid on time are not being reported accurately.
Company Response:
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper/Nationstar Mortgage is doing faulty & illegal business with our mortgage loan. They bought our loan without notice, then improperly handled the transfer and our partial claim approval from our previous lender. They put us behind 2 months before even opening our account properly with Mr. Cooper. They continue to claim that we are being sent certified mail on several occasions but they can not provide us with tracking information or signed receipts from the mail. We have attempted contact through emails and the email address we were provided came back as unable to be delivered. They are documenting phone calls to us from several different numbers and never leaving voicemails or return contact information. They are now threatening foreclosure without cause. We are working with a recovery program and Mr. Cooper will not accept payments when we call to pay our monthly payment. They are demanding multiple payments at one time and continue to put us months behind. We have attempted to address our concerns with the escalation department, and we are not being heard. They are not taking our concerns serious or accepting fault in this matter because their doings are unjust and illegal. Nationstar Mortgage is currently being sued for these exact same actions, and many other illegal doings, on several other accounts. They are threatening to foreclose on our home due to financial errors on their part and they need to be held accountable, financially and for the emotional distress this has caused to our family. There have been hundreds of complaints filed against Mr. Cooper/Nationstar mortgage within the last 6-12 months. I am demanding a personal investigation into our account by a third-party company unaffiliated with Mr. Cooper or Nationstar mortgage. I would like this investigation done within the next 30 days from this date of request.
Company Response:
State: OH
Zip: 45342
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, due to temporary unforeseen financial circumstances, my husband and I requested to enter into the Covid-19 ( CARES ACT ) forbearance with our loan servicer at that time, XXXX. We were assured by that loan servicer and the VA that a lump-sum payment would not be required to bring our loan current at the conclusion of the forbearance period. We were informed by XXXX that our options would include a partial claim mortgage, repayment plan, deferral, or loan modification. Each time we called XXXX these options were redisclosed to us, and we were told not to worry that repayment options would be available to us. We asked about any requirements to be eligible for any one of the repayment options once our forbearance ended, they disclosed no requirements. They only advised us to contact them 30 days before the end of the forbearance period for us to select our preferred option. In XXXX of XXXX, we were notified that our servicer had changed to Mr. Cooper. We contacted Mr. Cooper to confirm that everything we had discussed regarding repayment options with our prior servicer would be honored by them and they confirmed that they are required to do so. As instructed, we contacted Mr. Cooper 30 days before our forbearance period ended to discuss loss-mitigation options. We were informed that our ONLY option would be to modify the loan at a higher interest rate, but there was no guarantee that we would be eligible, or pay the entire delinquency in full. This completely contradicted every bit of communication ( both verbally and written ) that we had with both XXXX, Mr. Cooper, and the VA. In essence, we were set up for failure even though we did everything in our power to prevent this exact situation from occurring from the very beginning. In addition, forcing distressed borrowers to pay higher interest rates and subsequently higher monthly payments or lose their home to foreclosure ( my house is worth twice what we paid for it in XXXX ) to profit off of our hardship is not only PREDATORY, it's INHUMANE. Despite our dissatisfaction, we agreed to apply for the modification because no other option was provided to us and we did not want to risk losing our home. We provided all of the required documentation to proceed as per Mr. Cooper 's instructions. We followed up with Mr. Cooper multiple times via phone, and we were informed that a decision should be reached by XX/XX/XXXX. I logged into our online account to check status on XX/XX/XXXX, to see a note that our modification request had been rejected with no reason provided. My husband and I ( in panic mode ) contacted Mr. Cooper many times to try and find out why we were denied, and we were provided several different answers each time we called. None of which made any sense. Then on XX/XX/XXXX, after begging for assistance for several days, we were told that the reason why was due to " excessive obligations in relation to income, '' which is completely inaccurate. The Mr. Cooper Agent who informed us of this information also noted that a denial letter had never been generated in their system nor provided to us to inform us of their decision or our right to appeal that decision which is a requirement per Federal Law. A letter magically was generated in their system the following day ( XX/XX/XXXX ), a week after the decision was made. I submitted an appeal letter via email on XX/XX/XXXX via email explaining that the underwriter miscalculated our income and our monthly expenses and provided proof of this. It's simple math, {$4000.00} ( monthly household expenses ) divided by {$9700.00} ( monthly income ) equals a debt to income percentage of about XXXX % which is acceptable per VA underwriting guidelines ( XXXX XXXX ). In that letter I also explained that we are able to resume making our monthly payments, but can not afford to make a lump sum payment of XXXX XXXXXXXX to bring our loan current ( which we were assured would NOT be the case ). This their denial was UNJUSTIFIED! As of today, Mr. Cooper is still reviewing our appeal and requesting documentation. I was informed today, after following up to confirm that they received the information they requested, that they will report negatively to the credit bureau XX/XX/XXXX. Also, that due to a " projected '' shortage in our escrow account ( which makes no sense ) that our monthly payment without the modification went up {$300.00} ( WHAT?!!! ). Mr. Cooper is preying on distressed VA borrowers to profit on a family 's hardship. They are doing every thing in their power to foreclose on our home or into paying them more, which is the epitome of predatory lending. Although they denied our modification in error, they will report negatively to the credit bureau which will prevent our family from relocating or borrowing to mitigate this issue if necessary. Mr. Cooper has no problem forcing an honest hard-working family into foreclosure and into homelessness with their dishonesty, incompetency, predatory, and inhumane practices to reap a profit. It is disgusting what they are doing to us, and I'm sure many others who accepted the CARES ACT forbearance. A program which was designed to provide borrowers with relief, but is now being used as a weapon.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have mortgage through Mr : Cooper since XXXX on my primary residence property XXXX hermosa way, XXXX fl XXXX. I have been making my payments on time since I bought the home. On XXXX due to Covid I lost my job for few a months, therefore I was placed under Covid forbearance program which I was accepted for more then 6 months. I went back to work, and was ready to start re paying my mortgage. I was told to apply for loan modification program which I did in beginning XXXX. However it took them a few months to send me proper paper work. I received the paper work via email and went to local FedEx to notorized the paper work as well as send them via certified mail. I waited from XX/XX/XXXX till XX/XX/XXXX thinking they will get back to me with an answers which I never received. I wad told they never received my paper work and my loan modification fail through due to not receiving paper work on time. I don't understand how come they never received my " certified paper work ''. And that I have to re apply again. I re applied again for loan modification in XXXX XXXX, hoping it will get resolved so I can pay my mortgage. I submitted all necessary paper work, was told everything will be completed soon by end of XX/XX/XXXX. All of sudden my application again disappears, and I do not see anything online for status update. I spoke with the agent and told me that my application was switched to " easier program '' through FHA loan that is why I can't see anything online. Since it was switched to different program under modification they have to redo whole thing again per conversation. Finally on XX/XX/XXXX, they accepted my application and was told it will get done within 60 days. It's pass 60 days and still have no answers. Due to delay on this program, my mortgage been stacking every month and unable to pay partial or even something because they demand I pay past balance due of XXXX or esle they will be foreclose my home. I received letter from foreclose from Mr copper for not making monthly payments which I couldn't pay because my loan was under modification status for so long and they keep messing up. Foreclosure is on hold they said because my application is still under modification underwriting. I get phone call from them telling me if I don't pay my balance it will be foreclosed. Then some other people tells me forecloser on hold. I'm very confused with what they are doing with this process. My loan modification underwriting been taking all these time and I'm left unanswered. I live with my 3 children, I'm a single mother and I'm a nurse. I'm fully capable of paying my monthly mortgage payments. I need Mr Copper to give me honest and full disclosure and stop running me around and I do not want to loose my home. Please help with this process and why they are taking this long to simple modification of my FHA loan. I appreciate your help Sincerely XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: 78260
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I AM REQUESTING THE OMBUDSMAN DEPARTMENT TO AUDIT MY ACCOUNT. STILL, I WAS TOLD BY LOSS LITIGATION AFTER 12 MONTHS BEFORE THEY FINALLY APPROVED MY TRIAL MODIFICATION THAT MY MORTGAGE WOULD GO FROM {$1300.00} TO {$1800.00} X 30 YEARS NOT {$2600.00} TRIAL DUES WHICH DOES NOT INCLUDE XXXX XXXX XXXX DUES OR SPECIAL ASSESSMENT FEES THAT MAY ARISE IN THE FUTURE. THE {$2600.00} TRIAL DUES IS PUTTING ME AND MY FAMILY IN HARMS WAY. I AM A XXXX XXXX VETERAN THAT RECENTLY RECOVERED FROM COVID 19 NATIONAL DISASTER. PLEASE, PROVIDE ME WITH A REASONABLE MORTGAGE DUES SINCE I HAVE AN EXCELLENT FIDUCIARY RELATIONSHIP WITH MR COOPER. Respectfully, XXXX XXXX
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat c payment on a credit card account under an + open end consumer credit plan as late for on purpose. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my home mortgage loan ( Mr. Cooper mortgage company ) a month ago, in XX/XX/XXXX, and received a letter at the end of XX/XX/XXXX, confirming this along with a promise to stop the automatic biweekly withdrawals : {$2900.00}. I was surprised to find out that the automatic withdrawal continues on XXXX : XX/XX/XXXX and called customer service. I was told, that it is a computer-related problem and promised to be reimbursed within two weeks. Instead, I found out that the next withdrawal on XX/XX/XXXX was made by XXXX XXXXXXXX XXXX company again. The customer service is very rough and I go nowhere so far. Please assist me. Thank you in advance.
Company Response:
State: NJ
Zip: 07039
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please attached timeline attempting to resolve this with Mr. Cooper, loan processing company. We discovered our escrow balance is excessively high ( see attached page ). We contacted Mr. Cooper telling them we knew the originating bank was overly conservative developing the initial escrow balance. ( We had no idea the overage was so excessive. ) But now that Mr. Cooper holds the mortgage note, you are notified, please fix it. We validated our information with paper escrow-related tax bills and a discussion with the local XXXX government tax official. Mr. Cooper staff has begun to string us along, as well as mislead us. We were nicer a year ago with XXXX when they delayed us almost three months - we are not naive this time. ( Completely separate, but XXXX acted similarly with my good friend in XXXX when he asked for his refund. ) We believe, validated with the attachments, Mr. Cooper owes us roughly $ 5K+ in escrow overage that increases monthly ; as well as by direct follow-through, the monthly mortgage we are having to pay is roughly {$430.00} over ( too much ) as well. Mr. Cooper has an automated phone line that informs customers there is no need to send in escrow-related tax bills as they capture them electronically. We disagree because this is part of our complaint- we inform them they are missing one and we have no comfort level any correction is being acted on. We have been professional in all of our dealings. At times we have expressed frustration with Mr. Cooper staff, but the timeline notes will reflect why ; as well as any recordings.
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my homeowners insurance escrowed for payment. I received another bill from my homeowners insurance company that it still had not been paid. I called the insurance agency and they informed me that i currently do NOT have insurance due to NON payment. After 3 hours trying to get someone to either answer the phone or figure out what is going on, I finally got ahold of someone at MR. Cooper who now tells me the payment went out today!! This is unacceptable and I see they have been sued in other states for the same thing. What if something catastrophic happened? Because they didn't pay the insurance i would have not been covered but still made responsible to pay my mortgage. Something needs to be done about them not paying peoples taxes and insurances. They are taking our money and not doing what they are legally bound to do according to our mortgage agreement.
Company Response:
State: NC
Zip: 28461
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A