Consumer complaint received 2018-05-14
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Mr. Cooper received a payment in the amount of {$58000.00} on my behalf on XX/XX/XXXX from a federally funded consumer entity called Keep Your Home XXXX. 

At first, Mr. Cooper staff told me the monies were received on XX/XX/XXXX ( XXXX XXXX ). Another person, XXXX XXXX, told me the monies were " applied '' on XX/XX/XXXX. Apparently the monies were indeed received and placed in some kind of account by Mr. Cooper but were not acted on until, according to XXXX XXXX in a conversation we had on XX/XX/XXXX, until XX/XX/XXXX. 

XXXX XXXX in his response to my previous complaint said several times that Mr. Cooper had to check with the " state '' first to see if a payoff was allowed. That reference to " the state '' is vague and ambiguous at best and designed for obfuscation at worst. I was told by XXXX XXXX of Customer Service Escalation that XXXX meant Keep Your Home California by his reference to the " state. '' That is ridiculous. 

Mr. Cooper deals with this entity on a regular basis. It's a huge mortgage conglomerate that knows the difference between the " state '' ( which I construed to mean a real state like XXXX XXXX or XXXX XXXX ) and a federally funded consumer entity designed to prevent foreclosure. Referring to the " state '' implies Mr. Cooper was seeking regulatory guidance from the State of XXXX ( or perhaps XXXX ). That was not the case at all. Keep Your Home XXXX is NOT the " state. '' He knows this. I know this. You know this. 

I had already spoken to Keep Your Home XXXX several times and was told by XXXX XXXX and a woman named XXXX XXXX that XXXX has no say-so as to how Mr. Cooper determines to apply the monies. Even if XXXX or whoever felt the need to call XXXX, despite hundreds of clients they already have in this program, only a quick phone call would have told Mr. Cooper staff what I was told : It's up to Mr. Cooper how to apply the funds. He knew it when he wrote his response. XXXX does not make banking regulations or policy for Mr. Cooper or any other entity. He also knows that. 

As well, he provided no substantive response as to why the monies were not placed in an interest-bearing account -- especially when I received a payoff explanation telling me that I WOULD BE CHARGED {$7.00} IN INTEREST PER DAY. Where does Mr. Cooper, which is as XXXX XXXX explained, a customer friendly entity designed to " take a customer by the hand '' and walk him or her step by step through the process, get off abandoning me, not allowing me to communicate with their HHF division, not providing me a dedicated point person to receive consistent, correct and timely information, and also allowing XXXX XXXX to give me a phone number that was always busy ( which I believe was designed to give me the runaround ). 

XXXX XXXX tried that XXXX number and told me it was a number that appeared to be part of the Mr. Cooper company but had no identification on it. He also tried the XXXX number and noted the constant ringing and no voice mail. The IRONY is that the XXXX XXXX " corrected '' me by telling me that I used XXXX instead of XXXX, EXCEPT THAT THE XXXX NUMBER ONLY RINGS. It does not go to any voice mail or answering system. My guess is that XXXX did not even try the number himself. Always ringing is just as bad as always getting a busy signal -- IT'S NOT THE SOUND THAT'S IMPORTANT. WHAT IS IMPORTANT IS THAT I COULD NOT GET THROUGH. Even if XXXX XXXX has simply not set up her voice mail, what is the point of her giving me a number that reaches nothing? Because as soon as I got that " corrected '' number from XXXX I started calling. For days ( and nights ) it simply rang and rang. Just at this moment I dialed, and all it does it ring still. In fact, it rang 17 times before going dead and dropping the call. 

It is not about the number per se but the pattern of distancing me from this process on the part of Mr. Cooper. They took their time and did not pay attention to my many instances of my reaching out and trying to get in contact with someone, ANYONE, who could could shepherd me through this process in a timely manner. Had that happened, the money would have been applied before another calendar month ( XX/XX/XXXX ). The conversation with XXXX XXXX on XX/XX/XXXX is the FIRST TIME I EVER EVEN HEARD THAT DATE. He referred to XX/XX/XXXX as the day " adjustments '' were made. How does that differ from the previous date I was given of XX/XX/XXXX? And what about XX/XX/XXXX? Where did that date come from? What are adjustments and how do they differ from applying monies? 

I DO NOT ACCEPT IT TOOK MR. COOPER 17 days to make one phone call and get one simple answer their HHF department already knew the answer to AND also referred to XXXX as the " state. '' I call BS. 

Mr. Cooper is a huge business that knows better than to leave clients hanging. They took monies earmarked for me and DID NOT ACT. At least XXXX cleared up they received the monies on XX/XX/XXXX, but if Mr. Cooper just lets them sit there and does nothing until they get around to it, I AM ONE THE WHO HAS TO PAY. IS THAT NOT A SUPREME INSULT AND IRONY WHEN I BECAME ELIGIBLE FOR THE MONIES BECAUSE I QUALIFIED AS A LOW-INCOME PERSON?

Company response to consumer: Closed with explanation