Date Received: 2023-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been granted NJ property tax exemption in XXXX XXXX XXXX I have informed my current lender Mr. Cooper about the exemption and requested new escrow recalculation. I have submitted state exemption documentation. For the past 8 months Mr. Cooper continues charging me for property taxes even though I dont have to pay them. My county and town tax assessors have both reached out to the company with no resolve. I have called about 20 times without any resolution. As of today MR cooper has over charged me thousands of dollars and i have no one to reach out to.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I sent NationStar mortgage llc ( Debt Collector ) a notice of validation of debt in accordance with the FDCPA. I did not receive the proper information to satisfy my legal request concerning a XXXX dollar debt I allegedly owe. XXXX XXXX has notified me that NATIONSTAR MORTGAGE LLC/D.B.A Mr. Cooper is a debt collector and is servicing my loan. I would like Nationstar llc/Mr cooper to provide me sufficient evidence or information concerning the validity of this loan/ alleged debt in accordance with FDCPA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our VA home loan through XXXX was transferred to Mr. Cooper early last year XXXX. Prior to the transfer our loan company offered a COVID-19 pandemic relief option. They said we were able to skip a number of payments at 3 month increments. We were approved for a total of 12 months of no payments in the year XXXX, with the option to refinance or add the payments to the end of our loan with VA approval. We started making our original mortgage payments again in XXXX of XXXX. At which time we were given documents to sign and have notarized for a VA backed deed in lieu of foreclosure. After having the documents returned to us by Mr. cooper three times due to improper signature or notarization, they finally accepted the signed and notarized documents by the end of XX/XX/XXXX. At some point after we waited for finalization, we were rejected for not returning the documents on time ( by the end of XX/XX/XXXX. ) We called Mr. Cooper with proof that the documents were signed and turned in by the due date. The representative agreed and made a request to re-open that claim. After it was re-opened we had to wait to hear back. By that time Mr. Cooper would not accept any mortgage payments from us, despite us paying them monthly for the prior year 's payments ( XXXX. ) Now in XX/XX/XXXX we have been notified that our mortgage is in default and the financial documents we already had singed and notarized were rejected or lost. I called Mr. Cooper today to inquire about opening that claim again. They said that they would do that, however we are not confident that this wasn't a scam to offer us pandemic relief and have us notarize paperwork for adding the {$15000.00} or so past due to the end of our loan. I believe this is a deed in lieu of foreclosure. We have not been allowed to make any payments after XX/XX/XXXX, but we have been storing the payments saved in our bank account. Mr. Cooper, formerly Nationstar, continues to charge us late fees and give us delays. My husband is a 100 % XXXX veteran and I have medical XXXX as well. We can not afford to sell and still maintain a property at the current rates of mortgages, despite having equity. We are able to continue our monthly mortgage payments at the rates we started with from XXXX. Mr. Cooper is threatening us to sell or go into foreclosure.
Company Response:
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: XX/XX/, my mortgage company NationStar Mortgage transferred my loan to MrCooper. I was told nothing should be changed on our end for the transfer. I had been paying my monthly mortgage on time each month. Me and my wife XXXX XXXX even called the new mortgager MrCooper, they told us everything looks good to go. Our latest payment was deducted by NationStar, and new payments are going to MrCooper. However in XX/XX/, we found out that both of our credit scores were dramatically dropped from XXXXto under XXXX, a big more XXXX points drop, this affected our ability to get loans ever since. We both had perfect credit scores and were always able to get the best interest rates before this event. We did everything perfectly on our end, and as mentioned had been paying everything on time. Due to the errors by the two mortgage companies, they were not able to transfer the payments on time between time, or couldnt reflect it correctly on their system. As consumers we suffered credit drop, we contacted them to get the credit report removed so our credit score can be fixed. However its been 2 years and its still not fixed. The mortgage companies have confirmed on their end payments are received on time, and in their system adjusted as needed however never fixed our credit history. I would like to have both of my ( XXXX XXXX ) and my wife XXXX XXXX XXXX ) s credit monitoring be fixed with all three credit bureaus by the mortgage companies.
Company Response:
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a XXXX XXXX loan modification under the Covid-19 relief program for XXXX XXXX XXXX XXXX XXXX, MA. Mr. Cooper denied my application on the false basis that I did not deposit my rents from my tenants which I use to pay my mortgage. Mr. Cooper violated XXXX XXXX regulations when it denied me because I did show that I deposited my rents in my bank statements and also provided leases and tax returns. Mr. Cooper lied to me and broke the law even though I qualify for a XXXX XXXX loan modification so they could steal my house in a foreclosure auction which they subsequently scheduled for XX/XX/XXXX. I have children who rely on me to provide for them and I need my property so I do not become homeless. I feel that the Mr. Cooper want to take the equity in my home and does not care about homeowners it puts out on the street. On XX/XX/XXXX, I submitted a new loan modification application in which I circled my rent deposits. Mr. Cooper refuses to stop the foreclosure on my property. I need the CFPB 's help to stop the foreclosure and make Mr. Cooper follow the law and approve me for a loan modification so I can move on with my life. Please help me. XXXX XXXX.
Company Response:
State: MA
Zip: 02124
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A couple of months back I was contacted by the company that manages my home loan, Mr. Cooper, and was told that my escrow account was calculated to be short for this next year and that I needed to make a one time payment or pay a small portion throughout the year. I decided to make the one time payment. When I went to go make my next regular payment for XXXX of XXXX, I was shocked when I saw that my payment had gone up anyway. When I called and talked to Mr. Cooper, I was told that yes they had received my payment but my account had to still be adjusted. When I explained that this was not supposed to happen, I was told by the lady that I was speaking to that this was an oversight by Mr. Cooper and this should have been in the letter I received. I went through and read the letter many times and this was never explained. At this point I have zero trust in Mr. Cooper. What is going to stop them from just randomly making my payment more for just no reason.
Company Response:
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper refuses to cancel my mortgage insurance ( PMI ) despite an increase in property value resulting in a LTV ratio less than 75 % ( i.e. we have over 25 % equity in the home ). They will not accept an outside appraisal, even an official one for tax purposes, instead farming appraisal business to an affiliate who gave an appraisal WELL below what XXXX XXXX, XXXX, and XXXX estimate the value at.
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -I refinanced my home in XXXX of 2022 with XXXXXXXX XXXX XXXX was subsequently sold to Mr. Cooper in XXXX. -Received a notice in late XXXX that my home insurance had not been paid ( escrow ). -Called insurer XXXX XXXX XXXX inform them that Mr. Cooper was the new mortgage company in case they didn't have that on file. I assumed everything would be straightened out. -Received a notice a couple of months later from Mr. Cooper that because I didn't have home insurance coverage they were assigning me a hazard insurance with a random company for {$1000.00} more than what I had previously paid per year ( and only covering fire damage ). -Called Mr. Cooper and they told me they had requested a bill from XXXX XXXX XXXX times to no response. -Called XXXX XXXX and they told me my policy of 9 years had been cancelled for non-payment in XXXX. -Mr. Cooper advised me to have XXXX XXXXXXXX XXXX a new policy and send it to them by fax so they could pay it and then cancel the new hazard policy they had assigned me against my will. -Called XXXX XXXX XXXX explained the situation to XXXX XXXX. and was told I'd receive a call in 2 days. 3 weeks passed without a call. -Called XXXX XXXX XX/XX/XXXX and was told they would not underwrite my policy because of " data for my location/neighborhood. '' -Called Mr. Cooper and they got a XXXX XXXX XXXX on the phone in a conference call. XXXX XXXX said they had been sending bills to XXXX XXXX ( prior mortgage company ) and Mr. Cooper said they had requested a bill multiple times through the portal process XXXX XXXX directed them to. At the end of the day, my escrow payment was not made in a timely manner, and it cost me my coverage with a company I have been covered with for 9 years, and I was assigned a new home insurance because of that error. That's illegal.
Company Response:
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper purchased/began servicing my loan prior to the first payment ( XX/XX/XXXX ). When my tax payment statement was originated for XXXX ( XX/XX/XXXX ) for use in filing my taxes for the XXXX tax year the form was incorrect. I have repeatedly reached out since XXXX and received no resolution. I have talked to the escalation team many times since this occurred with no assistance. I have been told it was forwarded to the wrong department in their error. I have been told that individual ( s ) have left the organization who were responsible for my request. They have passed every date of resolution that was proposed by them. I am unable to file my tax return until I received a corrected form. Every representative that I have spoken to has conceded that the tax reporting appears to be incorrect ( this is related to my PMI insurance reporting ). At this point I'm unsure of what to do in order to move this forward to resolution. It is my understanding that Mr. Cooper has faced significant fines for similar conduct in the past, but they do not appear to be resolved.
Company Response:
State: IA
Zip: 520XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XXXX I reported a dispute with CFPB complaint ID XXXX in regards to XXXX reporting that my mortgage account was closed. Within 48 hours of the complaint my credit score went up but XXXX still had it as closed. Today XX/XX/XXXX I checked my credit score an saw that it changed. I investigated an found that XXXX had the account removed from my credit.XXXX XXXX an XXXX never had it as closed or removed. I contacted XXXX an they said that Nationstar ( my LSP ) had told them that it was deleted. Keep in mind that my wife is also on the account an has not been effected at all. Im at my wits end with this company. According to XXXX they remove closed accounts after 7 years.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A