Consumer complaint received 2019-06-29
Company: Mr. Cooper Group Inc.
State: OK
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I moved out of my home due to domestic XXXX in XX/XX/XXXX. I informed XXXX XXXX XXXX Bank of my new address. NationStar services mortgages through XXXX. Nationstar claimed it never received my new address. In XX/XX/XXXX, my husband was ordered to be responsible for the mortgage payments and all expenses related to the house. We also agreed to put the house on the market, and it was placed in a " for sale '' status. I was ordered to pay him about {$200.00} a month to put towards the mortgage. I also paid rent for the apartment I moved into. In XX/XX/XXXX, I checked the mortgage account and discovered my husband had not made a mortgage payment since XXXX, and that we could face foreclosure proceedings if the account was not brought current. I panicked and called XXXX/Nationstar. I informed them that I did not live in the home and that I had not received any correspondence regarding late/non-payments. The representative I spoke with named XXXX, informed me that I could either make a payment, have my husband removed from the home, or do a loan modification, but only if my husband agreed to it. My husband, of course, refused, because I am the XXXX and this is a VA loan. His goal is to ruin me financially, which is what this foreclosure is doing. My husband also wants to cause me harm by making it more difficult to buy a home in the future. I did not have the money to pay rent and the mortgage. My only option was to have him removed from the home where he lived with my children ( joint custody agreement ). I waited until the end of the school year, when my lease ended, and when I had money to pay an attorney to remove him. When I attempted to contact the XXXX/Nationstar to make a payment, I was blocked out of the account. I called to speak with a representative and was told the house had and auction date. I was shocked and could not understand why I was never given any of this information regarding the house. The XXXX/Nationstar rep ( multiple reps ) informed me that they sent notices to the home ( the house in foreclosure ). I explained that I did not live there and that the person living there, my husband, was attempting to force the home into foreclosure so they should contact the other person on the loan to reconcile the account. XXXX/Nationstar reps, repeatedly, lied and said they did not have my current address or phone number, although XXXX services my auto insurance and has been kept up to date on my addresses. One rep stated XXXX should have provided my information to Nationstar, and they were unsure why it didn't happen. I offered to make a payment, which Nationstar rep refused to receive. I offered to move back into the home and work to get the mortgage payments caught up. The supervisor for Nationstar told me I had to pay {$16000.00} in order to stop the auction. I agreed to pay it, but needed 90 days to come up with it and I asked to move back into the home. The Nationstar supervisor stated this was not possible. I have since moved and had to sign a lease elsewhere, while Nationstar reps continue to call and harass me, asking if my situation has changed as to whether I can now pay around {$21000.00} to reinstate the mortgage. I emailed Nationstar the court orders stating my husband was responsible for the mortgage. I also noted that while I physically lived in the house I made the payments on-time or early. Now that my credit is ruined, I can barely get a decent rental. 

My complaint is also that Nationstar reps repeatedly informed me that Nationstar did not have an accurate address for me, although their lawyers were also to locate my address to serve me with the foreclosure notice in XXXX. I feel Nationstar refused to work with me because the house is a VA home loan and they feel they will get more money from the VA, guaranteed, than from me as a veteran. In the words of the Nationstar supervisor ( a male, one of only 2 supervisors apparently ) I spoke to, " it's not in the company 's best interests '' to work with me to get my house back ( the call was recorded, so this can be verified ). As a veteran, I feel taken advantage of and violated. Had the house been purchased using commercial financing, I would probably have gotten my house back. I'll never use Nationstar to purchase a home, and I may never use my VA home loan guaranty benefits again. XXXX/Nationstar basically helped my abuser ruin me financially, and as an 11 year XXXX veteran who served in both XXXX and XXXX, and who is now a domestic abuse survivor, I expected better services and assistance than this. 

When I researched Nationstar as a loan servicer, I discovered many other people have had similar experiences with Nationstar. The reviews on Nationstar are dismal. I have been a loyal member of XXXX for over 12 years. XXXX takes care of their customers and families. The only reason I didn't look up Nationstar when we decided to buy our house is because I trusted XXXX. I never thought XXXX would partner with such a corrupt, money-oriented company that treats their customers with such deception and lack basic integrity. Hopefully, XXXX will cut ties with Nationstar, because Nationstar does not represent the values that XXXX does. It was misleading to promote XXXX/Nationstar together, because XXXX customers expect to be treated with dignity and respect ; Nationstar employees/policies do not understand the meaning of this in the slightest.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation