Date Received: 2023-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The property was sold on XX/XX/XXXX, settlement date. It was explained to me that the settlement company would wire proceeds to the bank on the same day, absolving me of any further financial pmt. Late XXXX was reported on XX/XX/XXXX, after sale of property by the lender. I have tried since then to address but without success. Late reporting is negatively affecting my credit score and ability to get a good rate for a new mortgage. Had the mortgage since XXXX and was never late, until the month property was sold. It is unfair and does not make sense.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Greetings i am writing to dispute Mr Cooper Mortgage. My family and I recently have an opportunity to a fresh financial start. My family has been in XXXX XXXX for the last 5 years. Recently I was introduced to Maryland HAF Program federally funded programs to assist family in various needs. I applied for water and mortgage. We were approve for both to pay delinquent water bill and the arrears on my mortgage. I contacted my attorney to inform him of this approval. He then contacted the trustee and they also approved and discharge the bankruptcy.The HAF sent a letter stating the water bill approval however the response from Mr. Cooper was denied for reason of non participant server for modification or to receive any grant funding for my mortgage. This put my family at a total disadvantage. I applied again after contacted Mr. Cooper, the representative assured me that Mr. Cooper encourages consumer to request for programs for assistance. I proceeded perhaps this was an oversight. I applied again XX/XX/2023 we received a denied letter for the same reason. This was very disappointing in addition because we moved forward to discharge our bankruptcy now we are being force to take action because it was a intent relief of stay letter sent XX/XX/2023 because we are no longer in bankruptcy. Please help my family
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow account shows that on XX/XX/2023 my home insurance was paid in full. However, my insurance company has not received this payment. I'm trying to communicate with the mortgage company but their phone number automated answering system does not allow for home owners to talk to a representative. The system keeps stating a payment was made on XXXX ( XX/XX/XXXX ).
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper makes it incredibly difficult to actually speak with a live agent ; forcing self service and messaging as the sole option. On XX/XX/XXXX I contacted them to advise not to [ ay my home insurance as i was changing companies. That simple request took two phone calls, five minutes of menus and once I finally reached an agent I had to be transferred. My message to them sharing my frustration in their online message center was met with a response explaining how to notify of insurance changes, This had nothing to do with my message. I had similar frustration om XX/XX/XXXX trying to determine if the premium to the new carrier had been paid. When I finally made it through the menu to reach a live agent their system disconnected the call. Again I contacted them via the message center, They responded on XX/XX/XXXX that my premium had been paid on XX/XX/XXXX. I just spent nearly 20 minutes on the phone again ( XX/XX/XXXX ) as I see no escrow disbursements in my account. XXXX advised me no payments had yet been made and it was scheduled to go out. He agreed to send via overnight delivery.. The information I was trying to obtain in all of these interactions can not be fulfilled via self service. There seems to be an effort to force self-service for all transactions, even when it is no the appropriate venue. To me, this would seem to violate regulations around XXXX and is incredibly frustrating. Thanks.
Company Response:
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX XXXX who is tax exempt from property tax. Since XXXX of XXXX I have been trying to get an issue involving my property tax resolved with my mortgage lender Mr. Cooper. My payments went from around {$2300.00} to {$3600.00} starting XX/XX/XXXX I have called and emailed multiple employees of Mr. Cooper. I have sent in paperwork showing I am property tax exempt and also spoke with the Supervisor of Assessments on multiple occasions. I was eventually able to get in contact with XXXX from the escalation team who did help some by doing an escrow analysis in XX/XX/XXXX and the payments were lowered to around {$2800.00}. The last time I spoke with XXXX she told me she would look into everything but I never heard back from her. I contacted a VA technician to help with the issue and I have not received any response at this time and it has been over a month now. The extra money paid on this has not been returned and I was told by XXXX this was used to pay previous property tax. I am now financially in a bind due to the extra thousands of dollars I was forced to pay. The contact information for XXXX the escalation team member at Mr. Cooper is XXXX.
Company Response:
State: IL
Zip: 60517
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX XXXX who has applied for an exception for my tax an although I've provided proof of my statues the mortgage company which is Mr , Cooper is saying that they only show that I am 4 % tax reduction eligibility. Second issue is that I tried to get removed from the escrow and paid them the money that was in the negative in escrow to bring my balance to XXXX and they said that they never received the money and second the 've doubled my escrow from XXXX to XXXX dollars in one day. When I was first made aware of the escrow issue is when my mortgage company was Trippled my monthly payments from XXXX to XXXX in XXXX of this year. Once I was able to get them to recognized the tax decuction my monthly payment is now XXXX these numbers are just ball park figures however the point is I feel that I am dealing with an unhonest company. I spoke with them about the XXXX dollars I paid them on XXXX XXXX XXXXXXXX XXXX to bring my escrow balance to XXXX they said that they didn't process the money because it was one digit off something crazy like that but I was never made aware of an issue with my payment.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a XXXX XXXXt and XXXX issues. XXXX in general in difficult, I find using the phone to be debilitating due to the XXXX issues. I had contracted XXXX after XXXX and was out of work, without pay, for two weeks. The mortgage was transferred to Mr. Cooper in XXXX. The XXXX caused me to miss my first payment with Mr. Cooper. Other than basic Welcome letters in the mail, I never actually heard from them. Any phone calls they may have made had no voicemails. It took several attempts at messaging them after XXXX to finally get them to send me a Deed in Lieu form. Which they provided no information along with. I filled it out anyway. Paid to have it faxed back to them, then never heard back. Had to sign into the website, and go under Statements-Miscellaneous Documents to read that the Deed form had been rejected as Incomplete. That was it. No explanation. I have gone through the XXXX XXXX XXXX Received yet another " We've done nothing wrong '' response along with a few new forms to fill out, again without any real information along with them.
Company Response:
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Refinance my mortgage and paid it off in full in XXXX with XXXX XXXX XXXX. Frivolous foreclosure was started in XXXX without legal proof of cause for action. Bank fainting provides Federal Truth In Lending Disclosure got that closing timely, illegal attempt to foreclose with their own attorney acknowledging missing instruments for over 9 to 16 years. Proof of cancel debt and frivolous filing of 1099 with IRS of Interest payments when no money was tender.violation of Federal truth in Lending, collection, and billing act. And, FTC law. Manipulation and fraud.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender/Servicer : Nationstar Mortgage dba Mr. Cooper RE : PMI Mortgage Insurance Removal request In XXXX, XXXX I called Nationstar about having the PMI removed from my mortgage payment. A property I had purchased in XXXX had increased in value enough to eliminate PMI, and I wanted to make that happen. I was told on the phone that the home needed to be appraised, and I made that request to the lender. An appraiser came out in XXXX, XXXX, and that was the last I heard about my request. I never received the appraisal nor had I received any indication of whether or not my request was approved. I did see a charge for the appraisal on my online account which I have not yet paid. Today, XX/XX/XXXX, I remembered that I had not received an answer to my request and called Nationstar Customer Service to ask why I had not received a response. The first customer service representative ( CSR ) tried to help by emailing me a letter, dated XX/XX/XXXX but which I never received until I asked for it on the phone today, which stated that my principal balance had not reached 80 % of the original value of the property. I also asked for a copy of the appraisal which she sent me via email but which would not have been sent had I not asked for it. It's important to note that the " 80 % of original value '' was not a condition when I made the request and agreed to pay for an appraisal. In fact, when I inquired in XXXX, XXXX I was told on the phone that the appraisal was needed to determine whether the principal balance was 75 % or less of current market value. I only agreed to the appraisal because it would determine the current market value, and I was confident that my principal balance was lower than 75 % of current market value. Upon reviewing the appraisal, my loan clearly met the 75 % or less of current market value condition. I asked the CSR why my request was declined. She could not explain why and transferred me to another person. XXXX ( no last name given and no city given but stated he was working in Texas ) read me the letter I was already looking at. I asked him to do the math so that I could understand why the request was declined. He refused and, instead, read the letter over the phone again. 20 minutes of this back and forth and getting nowhere I asked for the name and number of someone I could call to discuss this loan. He refused to give out any names or phone numbers and instead said someone else would call me and read the letter to me again within 72 business hours. Obviously, this was extremely unhelpful, and, knowing that the call had been recorded, I asked for a recording of the conversation. XXXX stated that I would need a subpoena from a judge to receive the recording and refused to volunteer any other options for solving this customer service problem. If we were to listen to the recording, one would hear both of us becoming quite agitated at various points in the conversation and also that the CSR was not interested in finding a resolution to this problem. There are two issues here : 1. The principal balance on the loan as of the date of the appraisal ( which I did not receive until I asked for it today ) was less than 75 % of the market value on the appraisal date, therefore, the mortgage insurance requirement should be removed. 2. If, in fact, Nationstar wishes to enforce this new condition that the principal balance must be 80 % or less of the purchase price, then I was told to spend money on an appraisal for nothing because everyone involved, including me, knew very well on the day I inquired that the principal balance did not meet this condition. Please feel free to contact me for additional salient details.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20814
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my information was shared with someone not associated with the home nor account in reference to possible foreclosure. This has caused me stress and serious embarrassment I submitted updated deed last year before the modification I thought was coming from Mr. Cooper comes to find out I have a 2nd mortgage with HUD in which I was unaware of. On XXXX XXXX I was behind on my mortgage and Mr. Cooper offered me a modification I sign the paperwork thinking the amount owed would be put to the rear of my loan not realizing they had got a loan for me from HUD and did not put one time towards my principal, all funds went to escrow and interest in amounts that has not even been incurred yet. When I asked I was informed that's how they had to process it to receive the payment. I feel like the modification was not fully explained and the money went to the mortgage company fro monies that was not even owed that's not right and I need justice. I also would like address a partial payment in the amount of {$1000.00} that was never applied to my account nor refunded to me XX/XX/XXXX.
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A