Mr. Cooper
Reviews and Complaints

I applied for a modification of my mortgage loan with nationstar. The original paperwork was faxed over to them at end of July 2013 and I was told to give them 30 business days before calling for the status of the loan. At the beginning of September I called for the status of the loan and they said they never received my paperwork, so I faxed it all again. All through the month of September I had to keep faxing different documents over and over again and again. On yesterday Oct 20 they called and asked me for disability paperwork I told them I was not on disability and that I worked and had given them all that information and W2s along with everything else required for income. Then the person said they don't do modifications on loans unless you are disabled or had a death in the family and the income dropped. What is wrong with this company? I was also previously told that on top of 2 months I am behind that $1, 500 in lender fees has been added to what I owe. Is it legal for them to do this? I have gotten very, very frustrated with this company. It seems that if anyone had actually reviewed my file they would not have been asking me for disability papers and why keep the file so long without giving me an answer if you only do modifications for the disabled or people who had a death in the family for reason of dropped income? Seems like they are playing games.

WE have been working with Nationstar for going on four months to get a refi completed. WE have been through several disclosure statments. WE are waiting on subordination agreement to be completed to move forward. We have been told for the last three months that they had sent the paperwork to the second lender. THe second lender states they have yet to receive it. I have asked repeatedly for a tracking number for the paperwork and no one can produce this. No one at Nationstar will answer the phone or return phone calls or e-mails.
Our mortgage was sold to them from Bank of America. This lending institution has to be the most unprofessional and rude company I have ever worked with.
WE are going to stop this transaction and hopefully someone who knows how to treat their customers will complete this for them.
It is infuriating!

They recently acquired my mortgage from BOA and I have problems with them ever since. I have requested that they stop calling me every weekend after the first for payment when there is a 15 day grace period on the loan before it is past due. They have lied to me when questioned about the loan payment date and grace period. I have been nice to them up to this point, after telling them them I was recording a phone call it was apparent that they acquired the loans form BOA to foreclose on the property ASAP. When I asked about when my loan was pasted due they almost immediately said that they did not acquire the loans but that they picked up the loans. Meaning that they "did not go after the loans", when I asked what the legal difference was I was told, "it is just different". I then asked if they were really wanted the loan, that I could always refinance. They did not respond, their lack of response tells me that they just are not interested in someone who pays there mortgage, and it appears they are looking for those that don't.. It could be that they are hoping to force the issue. I will be looking to refiance ASAP not sure if what Nationstar Mortgage is doing is completely legal but I really don't want to stick around to find out nor do I want to fight them every month to keep my house. All of those who had BOA and now Nationstar find another company quickly!

We have had nothing but issues with them! This past Friday we finally get a human on the phone and they gave us a deadline of today to get $2100 to them or the house was going into foreclosure. After leaving numerous messages with them and them calling us with their automated recordings it has been a nightmare. Our account was sold to them with being told by our last mortgage company. We never chose Nationstar to begin with. They say they will help us and to apply for HAMP. We did a few times with them and they denied us everytime. I am tired of working so hard for things only to get them taken from me. I have seen that NationStar has a very low rating and that is not good. They threaten you and are very rude on the phone when you do get a human. They do not care if you are going through a very rough patch in your life cause all they want is your money! Who cares if you have kids and lost your job. I don't get how they can be in business for this long and not be shut down for how they do their business!

I've been dealing with mortgage companies for the past 40 years and Nation Star is proving to be the absolute worst. Five months ago they bought my mortgage from Bank of America. It took Nation Star two months to begin sending the statements all the while I was responsible to pay monthly. For the last three months, I have been checking the box to change my billing address all to no avail. The last statement I high-lighted and used a post-it to indicate the billing address has changed, all to no avail. This month they didn't send a statement and when called, because their online system wouldn't let me access my account, I was informed the SSN they had on file was not correct. They wanted me to fax my SS card and driver's license to correct the mistake THEY made. I was told they didn't have the information from my previous company. Through this I asked to speak to a manager who was very belligerent and talked over me as I was explaining the situation. The manager, Blake Adams, just kept repeating what I had to do not what THEY could do to help. I was totally disheartened by the treatment and performance of this company. It's no wonder why our banking system was at the root cause of our nation's economic collapse. Without question, I will be looking to refinance elsewhere and/or sell.

I have been on the phone with Nationstar's Escrow Dept. for 1 hour and 45 minutes and am still holding for them to find someone who can explain where the escrow from my old loan disappeared to. I am beyond frustrated with this company. Whomever is in charge of this company, please get people who are knowledgeable about escrow accounts to work in the Escrow Department. No one knows where my escrow credit is. Looking at all of the complaints about this company shows that no one cares about the customers. The CEO/President is just sitting back and collecting a fat check. But he too shall reap what he sows!

The customer service in the Refinance, Escrow and Insurance departments needs a major overhaul to include extensive customer service training. They bounce you back and forth among the different companies when you have an issue that needs resolving. My loan was sold to them from Bank of America and I have not been pleased AT ALL. Hopefully, someone who has some authority over the day to day operations of this company will get word of how it is being run, and will care that the customers are not being treated well at all. I even had a loan officer from a different company speak about how awful Nationstar is. If you can avoid doing business with this company, DO!

Nationstar took over as servicer on 07/01/2013. They have refused to speak to us. All reps say "I'm sorry I cannot answer any questions. I'll send the legal department an email and they will call you" Never happens. They refuse to send us with documents in our file. We have sent them, many times, documents and records. They still refuse to remove code.
We have said from day one they are acting exactly like BOA---Well, Jay Bray, CEO of Nationstar worked for BOA for over 6 years so there you go.

This company purchased our home equity loan from our original lender. I would have never done business with them based on their reviews. We got behind on our 550.00 per month payment when my wife was dying of cancer, we kept paying but were always 2 months behind. In a 6 month period they accessed "fees" that brought our amount to get current to over 5000.00 then they increased the payment to 1000 per month, then added more fees to make the total behind 13, 000.00.

They were not interested in doing anything to let us pay it off, only rushing to foreclose. They are a foreclosure mill that is set up to get you out.

Nationstar received a claims check from my homeowner's insurance company on July 18, 2013. They then "misdeposited" the check on July 19. After 3 "research investigations", and repeatedly being told it would be a matter of "5 to 7 days", and actually "finding" the check, only to have it be "missing" yet again, I was told today that the check was lost after the initial deposit on July 19 and, in fact, was never "found"; I would have to call the insurance company and tell them to reissue the check. Speaking with the insurance company, they told me that the check was "cashed" by Nationstar on July 24, subsequently they will not reissue another. Now, where is my check? I have already paid out funds in the thousands to contractors for their completed work. There are still 2 claims disbursements yet to be sent, what may happen to them?

To whom it may concern:
I am requesting a full investigation be conducted on Nationstar mortgage in regards to their insurance, tax and escrow department as a pursuant to an unacceptable situation that occurred to the aforementioned Mortgagee, Shanikqua Y. Sharp. I received a letter on Saturday 8/17/2013 indicating that my insurance company canceled my insurance and that I need to provide Nationstar with updated insurance information. This request was puzzling, because due to our contract, we have to have an escrow account for our insurance and taxes. I called Nationstar and inquired about the letter and was told that I need to contact my insurance company and find out why they would not accept payment. However upon deeper investigation and speaking with my insurance company, I have not had homeowners insurance since 8/10/2012. Last year Nationstar sent the insurance payment to the wrong insurance company and the funds were returned on 8/28/2012. On 9/7/2012 I was contacted by my insurance and was informed that my insurance payment had not been paid by the mortgage company. I was told by the insurance company that if they received payment by 9/10/2012 then it could be reinstated. I called Nationstar and informed them of the situation and was told that they are so sorry, and it was in the system that the payment sent on 8/10/2012 but was returned. However I was never contacted in this regard. I then proceed to give Nationstar the information to send the payment over night to the insurance company. I called Nationstar back the next day to verify that payment was sent, I was told to check the website to verify that the payment had been posted. I checked every day for a week and it finally indicated that posted that it was paid on 9/10/2012. At this point I thought our insurance had been paid.
Last week, after speaking with 15 different associates, supervisors and customer service specialist, escalation team, and wasting 15 hours in three days, nothing was done. I had to secure my own insurance and paid out of pocket $2021.00 despite the fact that per contractual agreement it would be paid via escrow which has a balance of $7491.93 (I doubt that it is correct). I requested that my entire escrow be cancel and refunded check sent for the entire amount. back. I was told that it would be overnighted which was 3 business days. Today 8/26/2013 I received a letter indicating that due to the contractual agreement I could not be refunded my escrow and I could not cancel the escrow and be responsible for paying my insurance and taxes myself, seeing that for the last two years Nationstar was not capable of adhering to their part of the contract. I feel that it was a breach in contract and due to Nationstar negligence my request should be granted. Their pitch line is “As a valued borrower, your satisfaction is our Top priority”, this is a lie and they have given me the run around for the last week. This has caused me to become ill and missed time from work. I feel as though I have been inconvenienced enough and Nationstar is not a company that lives us to their word. More than that they should be investigated for fraud, I have read the many complaints and it seems to be the same thing with most of the complaints.
Moreover, the entire team has conducted themselves with poor customer service, and failure to provide timely resolution in handling the above case. After several attempts trying to speak directly to a Supervisor for refund of my escrow to obtain an updated status on my claim and a timely resolution, I was told today by an employee that they lied and that I will not be refunded my escrow.

As a Mortgagee, I am entitled to contact NATIONSTAR Mortgage LLC with any questions/concerns I may have regarding my mortgage or any pertinent case regarding my property. I have had several problems with Nationstar’s horrible customer service in the past but this latest one takes the prize and I am ready to take action: I have contacted CNN news, ABC news, NBC news and writing a letter to my senator, congress and the president.

I am a Disabled veteran and this is also affecting my health condition; As a citizen of the United States I know all my constitutional rights; Nationstar crossed the line and what your employee’s did to me is against the law, I am not going to allow Nations tar’s employees to put me on hold for two hours due to the fact that they did not want to handle my customer service issue. I feel as though I have been inconvenienced enough at this point. This situation has been poorly handled and unreasonably delayed. The Loss Draft Department failed to conduct due diligence in resolving my claim. The assigned representative handling the claim and her manager have worked in Bad Faith, and the customer service rendered is unacceptable for a mortgage company of your caliber.

Nationstar Mortgage is the worst Mortgage Company on the face of the earth. Their CSR are rude degrading and outright abusive and prejudice. On August 23, 2013 I called them to find out if an inspection was done on my house, which was scheduled to be done the day before. The CSR told me it was cancelled. This is after she asked for my life history first. Everytime I called Nationstar I have to speak to a CSR and jump through hoops to speak to someone who has a brain in their head. And just when I thought I had heard it all. I was transferred to someone else. This is the ABSOLUTE WORSE COMPANY I HAVE EVER DONE BUSINESS WITH.
Consumers: if you need a mortgage loan go to a CREDIT UNION, NOT NATIONSTAR.
After I was done talking to what she referred to herself as a Specialist. She thought she had hung up the phone with me when in fact she did not. She proceeded to discuss my financial and personal business with her co-worker who agreed with her. Her statements were abusive, prejudice, and down right ugly. and derogatory. After listening to their conversation I informed her that I heard all the things she said about me. And I will be taking this matter up with my Attorney. I was so emotionally shaken by the CSR's rants about me and my business I was emotionally shaken, my husband had to leave work and come home. It seems to me that Nationstar needs to invest in some behavioral training for their CSR and Specialists as they call themselves, on how to handle people.

In all the years that I have worked on mortgage and debt resolution matters; I have never encountered a firm that is as challenging as Nationstar. Nationstar uses a mixture of outdated, aggressive collection tactics and modern technology to drive homeowners crazy with harassment. Nationstar is notorious for padding the mortgage debt, inflating escrow accounts, misapplying payments and illegally forcing foreclosure action. Challenging Nationstar solo is definitely a very daunting task. Unless you have an affirmative defense that will stop Nationstar from collecting on the mortgage debt, they will steam roll right through you and the foreclosure process. We have been battling Nationstar on cases for the last 7 years. We know and understand how to file the necessary complaints both at the Federal and State levels so that we may force Nationstar into cooperation. These complaints are focused primarily on the Fair Debt Collection Practices Act & RESPA. Remember: if Nationstar is blocked from collecting on the debt, they will have no choice but to cooperate with you. Please, feel free to contact our office at 877.297.7011 or visit www.thefreshstartfirm.com for more helpful imfomation.

My mortgage was transferred to Nationstar from Bank of America. Although I had gotten behind 2 months prior to the switch, I have paid every month at least the minimum to Nationstar. Last month instead of applying my funds to my monthly mortgage payment, they credited nothing at all! I called them with my receipt in hand, and was told, "that is put in a separate account until you make another payment this month". WHAT? Therefore they are claiming that I am 3 months behind and after the 1st I suppose it will be 4 months, and with the way they do math, I am guessing this will allow them to start foreclosure proceedings. This is atrocious! I have paid Nationstar every month. I even tried to give them extra payments however you cannot make a payment online for less than the minimum. (and yes the $9.95 online payment fee is nuts too). I also think that they send someone to my house every month and then charge me $12. UM I have paid you every month! Crooks, crooks, crooks. Funny how my loan started our as a gov't loan and now this is what I have while our tax dollars bailed out all the Wall Street crooks.

Bank of America sold my loan to Nationstar Mortgage with one more payment left. I think it is strange that a company would buy a loan with one payment left or that a company would sell one like this. I called Nationstar to find out about payoff and got a call center in the Philippines. The woman I talked to sounded like she was reading from a script and was of no help with my questions. She just kept repeating what she had said. I looked on the website and got a number in Lewisville, TX and was told the exact same thing. Evidently these people have no conversational skills and can only say what is written on a piece of paper in front of them. This woman did laugh at me when I told her that I was not happy with the company's service. Maybe since they are a collection company all the people working for them have that mentality.

Aurora had our mortage 4 years ago. When I tried to modify the loan they told me they wouldn't look at it until I missed payments (which I have never done, ever). So I missed a few payments, then they decided to start "helping". To cut a very long story short, every 30 days (that we were told we had to wait for the underwriters to review), I called and they told me the underwriters couldn't get to it, but now the information they had was old and I'd have to re-submit new docs. This went on for about 3 years until Aurora sold off the mortgage to NationStar in 2012 and in October 2012 I hired an attorney to start the whole process over with them.

Here we are in June 2013, still being told they have all the docs, to wait another 30-60 days...at which point they will probably tell me the docs are out of date, please send new ones and wait another 30-60 days. And the cycle continues. The problem is, is that as of this morning 30 year fixed rates have risen again to 4.46%. If and when this ever gets modified, the rates will be where they were 4 years ago (or higher) and we're back in the same boat.

Why has no one filed a class action law suit against these clowns?! If there is one out there, please post. Otherwise I will certainly look into doing it myself.

I have been waiting since May 1 to close on the refinance of my home. A week before I signed the GFE with the new lender, I received notice that my current loan was sold off to Nationstar Mortgage. My new lender has tried repeatedly to get the payoff and VOM from Nationstar, as have I, and received numerous excuses as to why this information has not been sent. I spoke with 3 different people on the same day requesting this information be sent to the title company and got 3 different answers to my request for this information. The payoff was finally received on June 14, well after my original closing date. However, they still have not provided the VOM nor is it showing on my credit report. My new lender has had to extend my GFE until July 17 in hopes that they will receive the information that has been requested. I have also incurred various fees from Nationstar during this time although they have failed to honor our requests for information. This is my credit and my financing----why does Nationstar feel they can hold my information hostage? This business needs to be investigated and closed down.