Consumer complaint received 2017-10-11
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Note to CFPB - my complaint is below but please know that another person who is a child is involved in this issue. He is neither a co-borrower or any other of the options that you have on your form. Your form forces me to choose an opion so I did so, but my child is NOT a co-borrower. He is absolutely not involved with this contract and that is exactly the point. Please make a note of changing the below to OTHER because my son is NOT a co-borrower or anything else. He is a child at college. Read the below and you will understand. Complaint: My mortgage company had been Nationstar Mortgage. At some point in XX/XX/XXXX they were rebranded as Mr. Cooper. Mr. CooperXX/XX/XXXXbegan sending my child, whose name is XXXX XXXX XXXX XXXX harassing emails regarding his "mortgage." My son, who is 19 and at XXXX, doesn't have a mortgage. His name is also not "XXXX" which is what the emails address him as. I have NEVER given my mortgage company my child's email address nor have I EVER confused it with my own private email account. I am extremely perturbed that someone my mortgage company ferreted out my son's email address, how I do not know, in an attempt to be in communication with me, a customer. Mr. Cooper has sent these harassing emails onXX/XX/XXXX andXX/XX/XXXX. I have copies of these emails in my child's email account. The latest example of these emails is copied below, along with my plea to Mr. Cooper's CEO that his company CEASE AND DESIST from contacting my child. I am an extremely private person and I am a religious person and I am an extremely protective mother. This is my oldest son. He is at college and I do not wish for him to receive intrusive, erroneous and confusing emails about his mortgage payments ... because he has NONE. On 3 occasions I phoned "Mr. Cooper," talked to customer relations call people and begged them to stop. I unsubscribed from the emails from my son's email account as well. Nothing worked. The emails continue unabated and I notice one today. See my email to Mr. Cooper's CEO below. Can you please get my mortgage company to stop sending my child these emails? Personal privacy should not be compromised in this manner and financial institutions should not affix erroneous email accounts to private messages meant for their customers. XXXX XXXX  XXXX XXXX XXXX XXXX MD XXXX XXXX XXXX XXXX cell ---------- Forwarded message ---------- From: XXXX XXXX Date: Wed, XX/XX/XXXX at XXXX XXXX  Subject: For XXXX XXXX regarding Consumer Financial Protection Agency Complaint for Child Harassment To: XXXX Dear XXXX XXXX: I live in XXXX and I have often XXXX XXXX XXXX XXXX XXXX XXXX I plan to do a story on your company if your company does not stop from harassing my child with inappropriate emails. Also today I am filing a COMPLAINT with the Consumer Financial Protection Agency in Washington. See below an example of the emails your company is sending my child. As you can see from the forwarded email below you are emailing my son XXXX who is a child, calling him "XXXX" and asking for his mortgage payment. I have a mortgage with you but I never gave you my child's email address. I do not know how you got his email and I am furious about it. My name is not "XXXX" It is XXXX and I am XXXX mother. I have unsubscribed on numerous occasions in an attempt to stop your company from contacting my child in this offensive, intrusive and completely inappropriate manner. I have phoned your company multiple times reporting this and begged you to please stop. But the emails to my child continue unabated. I am aware that XXXX XXXX, who represents your company for media relations will be the receiver of this email. I ask that XXXX XXXX please forward this note to your office. Apparantly the people who serve as your front line customer support have no ability to actually deliver customer service. They have failed utterly and I am taking my complaint to the CEO. You, XXXX XXXX As a mother I am protective of my children and I am outraged that I have been unable to get your company to stop contacting my child. A copy of this email is being sent today to the Consumer Financial Protection Agency. I simply ask for a letter of apology and that your company stop harassing my child. XXXX XXXX XXXX XXXX XXXX XXXX ---------- Forwarded message ---------- From: XXXX XXXX Date: Wed, XX/XX/XXXX at XXXX XXXX Subject: Fwd: Choose your way to pay. To: XXXX XXXX ---------- Forwarded message ---------- From: Mr. Cooper Date: Mon, XX/XX/XXXX at XXXX XXXX Subject: Choose your way to pay. To: XXXX To view this email as a web page, go here. Mr. Cooper Hi XXXX, It's time to make a payment. And we've made it easy for you. Here at Mr. Cooper, we understand the challenges you face as a homeowner. And we're here to help you succeed. That's why we offer three convenient ways to make your monthly mortgage payment. Choose the one that's best for you. Three Ways To Pay Make your payment online for free. Click here. Use our automated phone system. Call XXXX (A fee of up to $XXXX  may apply.) Speak to one of our Mr. Coopers. Call XXXX. (A fee of up to $19 may apply.) Of course, other payment options are available. View more on our website and choose the method that works best for you. Already made your scheduled monthly payment? Thanks, just keep the above information for future reference. If you have any questions or concerns about making your monthly payment, call us to discuss possible solutions at XXXX. Thank you, Your Customer Service Team at Mr. Cooper Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. Terms of Use | Privacy | Licensing Information | CA, WA & NV Residents Complaints | Update Profile This email is to keep you informed about your Mr. Cooper account, including service updates and other information about your account. Have questions? Please do not respond to this service email. Instead, just contact us. To opt out of this email notification from Mr. Cooper, click here. Nationstar Mortgage Holdings, Inc. XXXX XXXX XXXX XXXX XXXX TX XXXX NMLS: XXXX XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a service mark of Nationstar Mortgage LLC. All rights reserved. This email was sent by: Nationstar Mortgage LLC d/b/a Mr. Cooper XXXX XXXX XXXX XXXX XXXX TX XXXX

Company response to consumer: Closed with explanation