Date Received: 2023-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar aka Mr. Cooper Mortgage During the pandemic, I was in a forbearance arrangement with my lender, Nationstar/Mr. Cooper. In XX/XX/XXXX, I was sent paperwork for a loan modification. I was excited to accept the terms, however, my loan still listed my ex-husband ( we divorced in XXXX ) who passed away in XXXX. I spoke with a representative who advised me of the process to make the necessary changes in their records. I compiled the information and on XX/XX/XXXX, submitted requested documents to allow them to make the changes : Correct my name I attached the Final Judgment dated XX/XX/XXXX showing my maiden name was restored. Also attached was my current Florida Driver License with my restored name. Remove co-borrower I attached the Quit Claim Deed signed by my ex-husband as part of our divorce in XXXX. I also indicated that he passed away in XXXX and since we had been divorced for nearly 20 years, I didnt have a copy of the death certificate. Correct zip code I attached the property tax records indicating the corrected zip code. ( I later found out they will note it but wont change their records. ) Next week will be a full year that I have spent numerous hours on phone calls with them each call is no less than an hour because I cant speak with the same representative and they need to review all of the records. I was told numerous times that the matter was being escalated but I needed to be patient because of the backlog due to the volume created by the pandemic. During that time, I submitted the required trial payments as part of the process. XXXX XXXX, XXXX : repeated calls for updates on the status of the modification. XX/XX/XXXX : I re-submitted the above referenced supporting documents and asked for confirmation of receipt. ( 2nd time ) XX/XX/XXXX : they emailed confirmation of my request, but asked for documents for my name change, so I re-submitted the above referenced supporting documentation that same day. ( 3rd time ) XX/XX/XXXX : I was told they were asking for additional proof of my name change, but the representative was able to confirm that they had already received the documents I submitted 3 times. I was asked to make additional trial payments at a date to be determined and I agreed. I was forwarded modification documents by email, which were signed and returned via XXXX that same day. XX/XX/XXXX : I was asked to make additional trial payments and I complied. XX/XX/XXXX : I again asked for the status and when I could expect a resolution, but got no response. XX/XX/XXXX : I was told that the modification had been rejected XX/XX/XXXX ( 4 months prior! ) The reason stated, Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. ( So, in all of the hours that I spent on the phone where I was asked to be patient and advised that the delay was due to the heavy backlog, none of the documents that were submitted were ever reviewed. ) Keep in mind that it was after the date of the rejection that I was sent documents to sign ( XX/XX/XXXX ) and asked to make additional trial payments ( XX/XX/XXXX ) and led to believe that there was a chance to have it approved. There is never any way to speak with anyone in authority, but when I pressed them about the fact that I had complied with everything that was asked of me, I was told that they needed a copy of my ex-husband 's death certificate. This was the first time I had been asked to provide anything other than what I submitted XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately went to the courthouse, obtained a copy of the death certificate, and submitted it that same day. XX/XX/XXXX : I asked for an update and was told the previous offer would not be reinstated ( the rates have now doubled ) and I would need to submit another request, which I did that same day. XX/XX/XXXX : The loan is now showing on my credit report as a foreclosure. I was told that I would need to go through another round of trial payments. I explained the situation and asked if they would remove the information from my credit report since I had complied with every request and didnt feel I should be penalized for their repeated mishandling but was told they would not remove it unless/until the new modification is approved. The new trial payments are scheduled for XXXX, XXXX, and XXXX. I asked if I could pay them in full now to expedite the process, but was told I couldnt. I am a single parent, and, prior to the pandemic, I was able to pay all my bills in full. Since then, I have worked hard to recover from my financial problems and am still carrying large balances on my credit cards. I have spent a year trying to get this situation rectified, but I am being penalized because of their incompetence and inaction. They are forcing me to remain mired in these problems for at least another 4 months. Please let me know if you need any copies of documentation or proof of my phone records. Any assistance or guidance you can provide would be greatly appreciated.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am trying to sell a parcel of land that I paid cash for in XXXX. Mr Cooper is erroneously listed as a lien holder and will not provide the necessary partial release. I purchased " A '' and " B '' parcels in XXXX. " A '' had the home and credit union mortgage. " B '' I paid in full as the credit union would not lend on vacant land. Taxes for " A '' were collected through escrow. I paid taxes on " B ''. In XX/XX/XXXX, I refinanced with XXXX on the " A '' parcel. The documents only reference the " A '' address of XXXX. The address on " B '' is XXXX and is not referenced at a all. There are dozens of examples of " singular '' usage indicating only the " A ''. Somehow, the " A '' AND " B '' were deeded. The documents are confusing as the address for " B '' is NOT LISTED and the only reference to the parcel # 's are clearly followed by " parcel # 's are listed for informational purposes only, no warranty ... ''. XXXX blames XXXX XXXX XXXX, who in turn blames XXXX and both XXXX and XXXX agree that Mr Cooper has its poor reputation for a reason and likely will not respond any time soon. XXXX sold the note to Mr Cooper in XXXX. I became aware of the refi/deed error on XX/XX/XXXX as I was soon to close on the {$280000.00} sale of the " B '' parcel. I was provided the partial release documents by XXXX XXXX and forwarded them to Mr Cooper to facilitate the correction. NOT A SINGLE MANAGER OR DECISION MAKER FROM MR COOPER HAS RESPONDED SINCE XX/XX/XXXX. I have left dozens of messages with Mr Cooper front line employees, directly on VM 's and have filled out multiple website complaint forms. Mr Cooper 's front line staff tells me that they are " servicing the loan '' on " B ''. Mr Cooper and XXXX do not have parcel " B '' in their systems. Neither has estimated, collected or paid a penny of tax on '' B '' ... ever.They are willfully misrepresenting their position and have refused to show documented proof. And even if it is recorded with the county, they are refusing to investigate the error or communicate with me in any fashion. I bought it outright in XXXX. I paid the principle down for nine years. The property value rose significantly during that span. I refinanced for {$410000.00} on a property that was valued at over {>= $1,000,000} with a credit score at the time in the high XXXX 's. Why would I allow " B '' to be gifted to them as collateral? Due to Mr Cooper 's dismissive inaction, I missed a {$10000.00} escrow check on XX/XX/XXXX, another on XX/XX/XXXX and now the contract has been cancelled and I will not receive {$280000.00} on XXXX. Mr Cooper holds the mortgage on the " A ''. I am currently unemployed and behind on my mortgage. I HAVE INFORMED MR COOPER ON DOZENS OF OCCASIONS SINCE XXXX THAT THE SALE OF " B '' WOULD ALLOW ME TO GET CURRENT ON XXXX. They were well aware of my intention to sell and have now blocked the sale and it will throw " A '' into foreclosure. And I still have yet to hear from a manager or decision maker with Mr Cooper. It's criminal. I was told XXXX XXXX was my contact but I was told each day sinceXXXX that she is " required '' to respond within 48 hours. Nothing.for 12 days. Nothing though I left extensive details in my messages. Nothing though foreclosure is looming and created by her and her department. Disgraceful.
Company Response:
State: AZ
Zip: 85331
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a notice from my credit reporting company that Mr. Cooper DBA Nationstar, the servicer of my mortgage, filled a delinquency notice on my mortgage which is the basis of this complaint. On XX/XX/XXXX I went to increase my principal payments against my mortgage. This led for some reason Mr. Cooper DBA Nationstart to double withdraw the amount of {$1500.00} which they then reversed a payment for one of the charges. On XX/XX/XXXX Mr. Cooper DBA Nationstar once again changed {$1300.00} Plus and additional principle payment of {$250.00}. And once again they reversed the payment. None of this I was aware of as I'm on autopay and this money comes out from a savings account that I fund annually to pay my mortgage. I then received communication at the end of XXXX that my account was past due. I called customer service, and the agent explained there was some mistake with the autopay. Infact, also noticed that my account information was not mine. IE the direct deposit information was changed without my consent or knowledge, and it was someone else 's bank information. I have no idea how this happened and the customer agent did not either. I then immediately made two payments of {$1300.00} on XX/XX/XXXX and Mr. Cooper DBA/Nationstar agreed to refund all late fees and apply any additional interest charged to my principle. Then on XXXX I received a notice from my credit reporting company that Mr. Cooper DBA Nationstar, the servicer of my mortgage, filled a delinquency notice. This dropped my credit score from XXXX to XXXX. In my entire adult life my credit score has never been this low. I have spent my entire life building this credit score. Now this company can ruin it overnight because of their own ineptitude and lack of oversight? I have reached out but have not yet heard back from the company.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred to Nationstar mortgage llc dba Mr. Cooper, which also assumed the service to pay my home insurance through my escrow, on or around XX/XX/XXXX. With no issue, they paid my home insurance policy XXXX, on or around XXXX XXXX, XXXX. However, fast forward to XXXX my policy XXXX was not paid when due, on or around XX/XX/XXXX. Mr. Cooper requested verification of hazard insurance on property or they would buy insurance for my property at a higher cost, so I provided the policy multiple times. So did my home insurance company. I got another letter from Mr. Cooper requesting Insurance Info so I sent another copy of the policy to them & then I noticed my name wasn't on the policy ( just my husband 's, which he is on the mortgage & title of property ) so I had my name added, on or around XX/XX/XXXX. Not sure why this would stop them from paying my insurance but I did it anyways for peace of mind. Insurance company sent copy of this change with payment due to Mr. Cooper, on or around XX/XX/XXXX. I received no calls or letters from Mr. Cooper so I assumed all was well. Come XX/XX/XXXX, Mr. Cooper still didn't pay my insurance and my insurance was cancelled. I called Mr. Cooper and spoke to a couple of reps with no success to resolve the issue. They didn't even know how to answer me on why my insurance was not paid. My Insurance company would not reinstate nor re-write my policy due to the length of time the policy was not paid. This forced me to get quotes for a whole new policy in which some were hesitant to provide due to this lapse in non-payment of policy. I received new policy but they would only start it from the date of write-up XXXX. Now Mr. Cooper has charged me {$2900.00} through escrow ( double the cost of my current policy ) for the lapse in coverage. Why would I be liable for this when it was due to their negligence and fault on why I have a lapse in coverage? Wouldn't Mr. Cooper be liable for any gap in my insurance as they did not pay out of what I already had in my escrow account for my home insurance policy ( XXXX thru XXXX ) that I already had in place and they received document from insurance company that it needed to be paid multiple times? I've already sent multiple emails and letters to the company with no resolution. Only response is regurgitated docs that we already know but no response to the specific issue. I have the formal complaint letter sent to Mr. Cooper and will provide if needed.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 4 mortgage servicers since I refinanced in late 2021. This is extremely frustrating as each time the servicer changes I have to create a new account, contact the servicer to update payment information and/or deal with escrow issues. Most current issue is that the new servicer is not paying the insurance premium to my property insurance company. Apparently Mr. Cooper did not contact the insurance carrier to let them know where to send the renewal or Mr. Cooper did not forward the renewal to the new servicer. I called the new servicer, RightPath, and the first representative hung up on me after I was tortured by their automated system. Next rep transferred me to another rep. That rep transferred me again. After being on hold for about half an hour, it took more than an hour to deal with this and the issue is still not resolved. I'm not allowed to transfer my mortgage, why are they allowed to do this? Even if it's allowed there needs to be rules that require the servicers to make the sale or transfer seamless to the borrower. Totally insane.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I missed payments from XXXX - XXXX of XXXX. XXXXXXXX XXXX XXXX XXXX XXXX called and offered to put those four payments at the end of my mortgage if I made 3 payments XX/XX/XXXX - XX/XX/XXXX. They then sent me a loan modification ( not what they offered ) and sold my mortgage ( end of XXXX? ) to XXXX XXXX XXXX XXXX XXXX XXXX. I made the payments ( one to XXXXXXXX XXXX, then 2 to XXXX ) but refused to accept the loan mod as it added 14 years to my mortgage term. While trying to figure out what went wrong, XXXX XXXX XXXX then sold my mortgage to Right Path Servicing ( RPS ) / Nationstar ( XX/XX/XXXX? ). I then spent many more months trying to figure out what was going wrong. RPS then offered me a loan mod if I made 3 payment XX/XX/XXXX - XX/XX/XXXX. Fatigued from the delay I accepted and made the payments. They then rejected the loan mod in XXXX, probably because interest rates had risen and they couldn't offer a monthly payment commensurate with my existing XXXX XXXX mortgage per the rules. Frustrated with being run around I called a HUD counselor ( XX/XX/XXXX ) who explained that XXXXXXXX XXXX likely tried to illegally transition me from the " payment deferral '' they offered to a " loan modification '' because their HELOC would be moved from XXXX to XXXX position, thereby increasing their risk. Wanting to hide their mistake, they then sold my mortgage to obfuscate matters. Note that I recently received some paperwork which said XXXXXXXX XXXX was now the holder of the mortgage again ( XX/XX/XXXX ) although RPS is still claiming to be the servicer. Calls to RPS have been cutoff as their phone system is clumsy at best. I am seeking mediation. My loan information is : Right Path Servicing / Nationstar XXXX XXXX ( XXXX ) XXXX LOAN NUMBER XXXX XXXX XXXX Due as of XX/XX/XXXX : $ XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: They told me about this great Pandemic relief program.. And are not wanting to defer or modify.. also of the financial numbers don't add up. I don't understand how. Can't get person of contact on the phone or email back...
Company Response:
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we got corrected bills due to a property tax exemption. We immediately sent the corrected bills to the loan servicer, Mr. Cooper. In XXXX when property taxes came due they paid the old amounts. We contacted them as soon as the payment came out stating that they paid the incorrect amounts. We contacted our local tax offices and they stated that a refund had been sent on XX/XX/2022. For the city tax {$53.00} was refunded to our servicer and for the XXXX XXXX XXXX tax a refund {$310.00} was refunded. According to Mr. Cooper no refund was ever sent for those accounts. We have contacted them multiple times and submitted 3 cases with all of the documents provided to us. We are just wanting the money refunded to our escrow.
Company Response:
State: KY
Zip: 425XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have reached out to my lender requesting to move my forbearance that was done during XXXX to the back of the loan : ( they will not ) XXXX has XXXX housing assistant program that will pay XXXX but the lender has to approve the request that I provided to the lender on XXXX and XXXX since they stated they did not receive. The form would come from me per the agency : If the funds are moved to the end of the loan and the XXXX is granted to reduce my outstanding amount, at that time if I'm still behind, I would have a lower payment provided I have to file a bankruptcy XXXX until the difference is paid off. currently as it stands if I file a bankruptcy XXXX my trustee payment amount is over {$2300.00} on top of my monthly payment that has been the same for over XXXX ( on an average of XXXX to XXXX ) the Trustee continues to dismiss my XXXX XXXX and the trustee keeps the funds that I have paid which leaves me vulnerable to possibly losing my home that I would like to keep. ( XXXX not looking to be homeless at my current age or any age for that matter ) My goal is to just get my Mortgage back on track so that I don't lose my home. Mr. Cooper now has indicated that my new payment would be {$1700.00} est ( my current value property taxes have been locked in now for XXXX ) with no changes due to an appeal that I file every XXXX with XXXX XXXX. My homeowners insurance has gone up slightly over XXXX A few years back I had a current HOI policy with XXXX XXXX XXXX XXXX XXXX in which Nationstar dropped the ball and sent my annual premium in late and the insurance company would not renew my policy! ( This was at no XXXX to me ) My annual premium started off at {$800.00} to {$1100.00}, after that payment was late my new quotes then averaged XXXX on a high end and XXXX to now XXXX. I personally feel as though Nationstar XXXX should pay the difference. instead, they have now increased my payment to est {$1700.00}. This user error of sending my insurance payment out as caused be to have to search for lower insurance payments every year or other year.. State Farm has been the most reasonable thus far, but XXXX yrs ago XXXX XXXX XXXX XXXX XXXX as well. So I'm happy with my current amount. Prior I had also for over XXXX then XXXX XXXX XXXX until they dropped me due to Nationstar not sending the payment out on time. I have sent a request for a RESPA DUAL Tracking on XXXX and again today XXXX with the verbiage RESPA DUAL Tracking as I would like a detail of fees as to how lenders can receive assistance and homeowners can not. I have attached the XXXX tracking request and the assistance program for your view. Regarding/Urgent matter Thank you XXXX XXXX
Company Response:
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Escalation Case # XXXX Background : XXXX and XXXX XXXX mortgage was assigned to Right Path from XXXX XXXX XXXX in XX/XX/XXXX. XXXX lost his job due to the COVID pandemic. As a result, they applied for a Loan Modification in XX/XX/XXXX. XXXX mailed the loss mitigation application and received postal confirmation, yet Right Path said they never received the loss mitigation application. XXXX applied again in XX/XX/XXXX ( copy attached ) online. He was able to find a good job as a XXXX XXXX. He shared his income along with his wifes income on the loss mitigation package. A Flex Modification to my understanding does not require income verification. XXXX received a denial letter from Right Path on XX/XX/XXXX with the denial reason as they were delinquent 60 or more days delinquent within 12 months after receiving a Flex Modification ( copy of denial letter attached ). The issue- XXXX never received a Flex Modification to begin with. XXXX applied again XX/XX/XXXX online ( copy of loss mitigation application attached ). Once again, XXXX was denied for loan modification by Right Path on XX/XX/XXXX with the denial reason as the required modification terms would result in a principal and interest mortgage payment that is greater than his current principal and interest payment and therefore does not meet the requirements of the program. XXXX reached to me for foreclosure prevention counseling. I called and spoke with XXXX in Arizona of the Loss Mitigation Department of Right Path on XX/XX/XXXX - client had filled out loan modification but was denied was that the loan modification was the terms were to be either the same or increase the payment which caused it to be unaffordable. But then she mentioned that the payment must be lowered by at least 10 % while staying within the guidelines in ordered to be approved. It was the Flex Modification that was declined. They reviewed it and it didn't qualify based on lack of income information and they didn't know how much money was coming in if there's income to the household. I told her that XXXX was employed and he indicated in his loss mitigation application of his income. I see no reason why he should be denied as they can afford their mortgage payments. XXXX indicated can that XXXX can apply for a regular loan modification, but this requires proof of income to show that he can afford the monthly payments. This loan modification requires XXXX trial payments. She indicated that the past due would go to end of loan, maturity date changes and good chance payment would be lowered. I explained to her that a regular loan modification would increase his payments due to a higher interest rate. She shared with me that Fannie Mae reviews the loan modification forms. Can take up to 30 days to review from the day they receive the loan modification. There is currently no sheriff sale date. I was confused by the mortgage company XXXX XXXX that showed up on a recent soft pull on XXXX and XXXX credit report. I did a XXXX search and found that Right Path is under the umbrella of XXXX XXXX. Along with the XXXX search was a recent lawsuit on Right Path with the very same circumstances as my client ( see attached ). I reached out to XXXX XXXX and spoke with XXXX on XX/XX/XXXX who then provided me an escalation case number. Im not sure if Right Path even forwarded the Loss Mitigation application to XXXX XXXX for review. I am hopeful that we can resolve this without having to go to court. My clients have also filed a CFPB complaint as well. PLEASE CONTACT MY 3RD PARTY LISTED BELOW, THEY HAVE MY AUTHORIZATION XXXX XXXX Homeownership Specialist/HUD Certified Housing Counselor # HUDCertifiedProud Washington County Community Development Agency HUD Approved Housing Counseling Agency HCS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX phone XXXX fax
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A