Consumer complaint received 2018-05-02
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is an addendum to complaint number XXXX I was approved by XXXX XXXX XXXX XXXX on XX/XX/XXXX, to pay off the balance of my home loan through Nationstar doing business as Mr. Cooper. 

XXXX XXXX XXXX XXXX previous to that date had communicated with Mr. Cooper to let them know what they were doing on my behalf and that funds would be forthcoming as apparently Mr. Cooper had to agree to the transaction in advance. 

Mr. Cooper therefore was on notice in late XX/XX/XXXX or early XX/XX/XXXX. 

XXXX XXXX XXXX XXXX on or before XX/XX/XXXX, sent to Mr. Cooper what is known as an A report that I was approved and that funds would be wired on XX/XX/XXXX. 

XXXX XXXX XXXX XXXX per XXXX XXXX., who does the funding at its XXXX, California office, informed me their own internal report was generated following the wiring of the funds on XX/XX/XXXX, and that the funds were indeed confirmed wired and received on XX/XX/XXXX by Mr. Cooper. 

I have attempted numerous times to find out the processing status of these funds by the Hardest Hit Funds ( HHF ) division of Mr. Cooper and when I can expect documents for my execution. I have communicated with Mr. Cooper reps XXXX XXXX and XXXX XXXX out of XXXX, Arizona. Both are with the Loss Mitigation division of Mr. Cooper in a different state than the Texas headquarters of Mr. Cooper. Each woman I spoke to gave me different and incomplete or incorrect information regarding my benefits. 

XXXX XXXX for example gave me her direct number of XXXX. That number I discovered is continuously busy. I know because several times I redialed as many as sixty times successively on a daily basis and could not get through. Then, on Saturday XX/XX/XXXX, I called at three oclock in the morning when no one should have been calling. The number was still busy. It then became obvious I had been given a fake number to keep me ( and others ) at bay or as a runaround screen. 

Another issue is that as the note holder and ultimate benefits recipient I am not allowed to speak directly to the Mr. Cooper internal Hardest Hit Funds division. I can reach them only if a Mr. Cooper customer service rep emails that division. Even Mr. Cooper reps have no phone number to call their own internal division. Apparently their rule is their own divisions have to wait 48 hours or longer to receive a response via email. 

On XX/XX/XXXX I called regular customer service and spoke to XXXX, who after an initial conversation of what she could find, put me through to Supervisor XXXX XXXX. XXXX told me the funds were not received on XX/XX/XXXX but on XX/XX/XXXX. 

On XX/XX/XXXX XXXX XXXX XXXX XXXX confirmed to me when I spoke again to XXXX XXXX that funds were received by Mr. Cooper on XX/XX/XXXX. I do not accept the Mr. Cooper 's response that they did not receive benefits until XX/XX/XXXX, as XXXX the underling of XXXX only minutes before I spoke to XXXX told me the funds were received on XX/XX/XXXX and placed in a non-interest bearing miscellaneous account. Nonetheless, XXXX insisted the funds were not received until XX/XX/XXXX, yet both XXXX XXXX XXXX XXXX and Mr. Cooper customer service rep XXXX confirmed they were received on XX/XX/XXXX. 

My point is that I was told by XXXX that for every day that Mr. Cooper did not receive the benefits up to and including when they decide to process and apply them I am going to be charged interest. 

To have {$58000.00} placed in a non-interest bearing account is at best unethical and at worst is highly suspect and possibly illegal. They plan to wring every penny out of me while they are probably using my funds for their own purposes. This can not be right according to federal banking or mortgage regulations. 

To recap I can not speak directly to the Mr. Cooper Hardest Hit Funds internal division. I have two sources that state the monies were wired and received by Mr. Cooper on XX/XX/XXXX and one person from Mr. Cooper telling me they were not received until XX/XX/XXXX. I suspect they received the monies on XX/XX/XXXX but that Mr. Cooper chose not to act on them since it was Friday and instead waited to place them in a limbo account when they got around to it. 

However they are factoring interest, it should be only from XX/XX/XXXX so I dont have to pay for something I did not delay. In addition, not allowing interest to accrue on my benefits money is egregious. This is lunacy. 

I have also asked several times when I can expect documents and what kind, plus a list of recording fees or other amounts I may have to pay and can anticipate executing. If I do not execute the documents and instead attempt to engage in a debate about when the monies were received and that I was not given interest XXXX XXXX XXXX XXXX has informed me in an email that I will lose the monies. 

The only thing I have received from Mr. Cooper is another mortgage statement, which I am not going to pay when Mr. Cooper has in its possession monies earmarked for complete payoff of my loan. 

In addition, I was told by XXXX from Mr. Cooper on XX/XX/XXXX that the monies were coded initially as a restart and not a payoff. This has apparently been rectified or so I was told by both XXXX and XXXX. ( No one, by the way, at Mr. Cooper will put anything in writing. ) This correction will only take longer and add more days of interest. It should not fall to me that a huge mortgage lender does not know what it is doing. 

As of the time Mr. Cooper was first informed that monies would be forthcoming they should have put into play documents based on monies they were told would be and were wired on XX/XX/XXXX. Everything should have been ready to go. Now they are taking their time when each day racks up more interest that I know they are going to tell me I have to pay. 

On XX/XX/XXXX, I received a call from XXXX XXXX letting me know she has heard nothing yet from Mr. Cooper 's HHF division. Wonderful. 

As a small detail, this loan was previously serviced through XXXX for 20 years. In the last eight months it was sold to Nationstar. I received notice from XXXX this change was occurring. The next thing I knew I received a monthly mortgage statement from Mr. Cooper and had no idea what entity that was. When I called I was told I had fallen through the cracks and was one of their customers who did not get notice of their name change. I cite this as part of a pattern of laxity on Mr. Coopers part. I think theyre the worst and cant wait to get rid of them. 

Please help me. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation