Date Received: 2023-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mortgage Servicer, Mr.Cooper, is engaged in dual tracking. Ive submitted a loan modification in XX/XX/XXXX, which they originally marked as complete. Then, they decided it was not, and then decided to require more documentation. The requested documents are award letters regarding unemployment benefits, and supplemental food assistance, SNAP, benefits. I sent the letters I received from both those agencies, 3 times. The documents from the agencies are the only available documents addressing those benefits. I recently sent over the award letters, with supporting documentation, bank statements on XXXX I also learned, in a phone call to Mr. Cooper on XX/XX/XXXX, that they have begun the foreclosure process, as of XX/XX/XXXX. The loan modification is still open and pending, however. Mr , Cooper, call center representative, XXXX, admitted they Mr.Cooper is dual tracking, pursuing foreclosure with a pending loan modification. To my knowledge, dual tracking was prohibited as of XXXX XXXX XXXX Additionally, I believe the company is simply requiring more documentation to keep the modification open until the sale date is set. Also, on XX/XX/XXXXXXXX I spoke with a Mr Cooper Representative by phone, who stated an investor was requiring more documentation. This seems to suggest that Mr. Cooper had already offered my home for sale, during a loan modification process.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WV
Zip: 25404
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper made an escrow analysis and determined our escrow had a shortfall of ~ {$7000.00} ( incorrect ). We were making escrow payments of ~ {$1800.00} ( ~ {$22000.00} yearly ) which covered property tax ( ~ {$21000.00} ) and insurance ( ~ {$1000.00} ). My most recent bill came to ~ {$2400.00} escrow payment which is WAY more than what is needed to cover taxes and insurance. I contacted the support team TWICE and tried to fix the escrow estimates and provided my most recent property tax bill and insurance bill and they still wanted me to pay the full OVERESTIMATED amount or else I would be assessed a late fee. I do not trust this company anymore they made no effort to make their mistakes right.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I Mr cooper in XXXX to cancel my escrow. The employee I spoke to said they had " processed my request and escrow would be cancelled in about 2 weeks. '' In the meantime i payed the principal amount for XXXX expecting escrow to be removed. XXXX comes around and the application says i still owe for XXXX and owe the full amount with escrow included for XXXX so I called again to cancel escrow. The person I spoke to this time told me nothing was ever processed for me, nor was the process even started by the employee i spoke to. I was then made to pay the remainder of XXXX and the entirety of XXXX just to process the application to cancel escrow which should have been processed in XXXX. I made these payments and we processed the escrow request. I was told that I did not need to pay XXXX until escrow had been canceled and that we could back-date the payment so I waited to hear escrow was cancelled. I heard it had been cancelled and that my check would be sent to me around XX/XX/XXXX by an employee initialled XXXX who was a supervisor. This was at a time that my account was cucrrent and no overdue payments at the time. No escrow check was ever sent to me. Instead the institution took it upon themselves to use my money that was no longer escrow without so much as speaking to me let alone getting my consent. The justification the company used was that my account was delinquent which is fundamentally not true. and the only reason it got to that point was because I was waiting for the check they told me would be sent to me that they withheld because i had not made the monethly payment BEFORE it was past due. I never authorized this company to use my money in any way, and again this is money from an old escrow account that had been closed in which this company had no permission to use.
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXXXXXX XXXX XXXXXXXX, I refinanced my USDA loan with Mr. Cooper/Nationstar. I didn't realize at the time, but Mr. Cooper failed to add my PMI payments to the final closing disclosures my husband and I signed. As a result, the payments were never added to my monthly mortgage payments and thus never paid to the USDA. In XXXX XXXX XXXX Mr. Cooper must have been alerted by the USDA that they had not received their annual PMI payments so Mr. Cooper withdrew the entire amount of {$770.00} from my escrow account to pay the USDA. They then did an escrow analysis in XXXXXXXX XXXX XXXX which showed that I, of course, had a significant deficit. They claimed to have sent a letter and if they truly did then I did not receive it as a result of Hurricane Ida which devastated my area the same month. I did not become aware of a problem until my XX/XX/XXXX mortgage payment overdrafted my bank account because Mr. Cooper changed my payment amount from {$1100.00} to {$1300.00} to cover the escrow and now they have started adding the PMI they hadn't been charging me for nearly 2 years. I called them immediately and they explained everything about the escrow shortage but did not understand why I hadn't been charged PMI until I had them check copies of the closing disclosures. Once they realized their employee, XXXX XXXX, made the mistake, they informed me she longer worked with the company and refused to work with me to correct this. They doubled down and said I was going to pay the money back to escrow and pay the PMI regardless of what my signed disclosures stated. At this point and after consulting with professionals, I was advised to refinance again but into a conventional loan. I started that process immediately and in XX/XX/XXXX I no longer had a mortgage with Mr. Cooper/Nationstar and I was out XXXX of dollars due to their incompetence.
Company Response:
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2023 : Homeowner died intestate after serious illness. Ex-wife with no rights to property moved in, withheld information on pending foreclosure, damaged the house 's sewer system, dumped the deceased " household possessions outside the house, claimed rights to ownership, barred rightful heirs from coming into the house, moved in tenants and charged rent, illegally sold prescription medication of deceased, misrepresented identity and opened several credit card accounts in the deceased 's name, and refuses to provide all identification, tax records, income statements and real and private property of the deceased. XX/XX/2023 : Contacted XXXX XXXX XXXX Nationstar Mortgage, uploaded death certificate, reported hostile adverse possession of property and requested information on bringing the mortgage current while probate process was initiated. XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023 emailed all documents proving adverse possession and XXXX XXXX rights to cure the delinquencies on the account to bring the mortgage current so that the rightful heirs inherit the property. XXXX XXXX representatives all refuse to acknowledge or work with deceased 's heirs to cure the past-due status, because they want to foreclose on the house and profit at the expense of the rightful heirs and in support of the illegal occupant.
Company Response:
State: CA
Zip: 95678
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage with XXXX XXXX was sold to Mr. Cooper. When Mr. Cooper took over the servicing of my loan, they said that I owed an escrow amount of {$1200.00} which I never had with XXXX XXXX. For over a year we have dealt with several individuals and many departments to try and get this escrow amount removed and our account restored with no escrow amount owed or on our account. Over the past year I have made my full mortgage payment on time, yet someone in Mr. Cooper reinstates this fictional escrow account and I have to call up and get it reapplied. This cycle has been going on for over a year and I have called every month to get the escrow removed. Now for XX/XX/XXXX, they are saying that I am late with my mortgage payment because they have applied a portion of my XXXX and XX/XX/XXXX payments against this fictional escrow. We continually get bounced around from department to department and different individuals apologize for Mr. Cooper 's boorish behavior and promise to fix it. This problem never gets fixed and this has become so stressful for me that I am compelled to lodge this complaint.
Company Response:
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: While the current complaint is against Nationstar Mortgage LLC XXXX Mr Cooper ; the original complaints through the CFPB date back to XX/XX/XXXX ( please see related complaints through this CFPB portal from me, XXXX XXXX ) started with XXXXXXXX XXXX XXXX d/b/a as XXXX XXXX XXXX. o On or around XX/XX/XXXX, XXXX XXXX and XXXX entered into an agreement that impacts my real estate property. The current complaint against Nationstar is as follows : On XX/XX/XXXX they provided me a letter stating I was *confirmed* as successor in interest on the related debt obligation even though I am not related to the account holder { " XXXX XXXX and XXXX XXXX XXXX and never stated that I was. On XX/XX/XXXX I responded to them indicating the approval seemed to be based on erroneous findings, but no one has responded to my concern, It has been nearly 4 weeks and no response. Please see the attached XX/XX/XXXX letter and Filed Complaint. Please Help!
Company Response:
State: CA
Zip: 95376
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I entered the CARES act mortgage forbearance due to a covid-related hiatus in my job. I only entered this agreement, via the loan servicer XXXX XXXX, regarding a Nationstar Mortgage, because XXXX assured me that there would be no modifications to the terms of my loan ; they assured me that the missing payments would be added to the end of the loan ( as was widely reported and understood ), without any adjustments to interest rate, repayment period, or total amount paid back to the loan. This was an " interest-free forbearance. '' However, Nationstar changed servicers to Mr Cooper ( for some reason ), and when I tried to exit the CARES act in XXXX and XXXX, I was forced through awkward options on an app, assured that the paperwork was in the mail, and then when I received it ( having no idea what the app was trying to force me into ), I noticed that Nationstar was trying to refinance my mortgage to a much higher interest rate. I never requested this ( knowingly ) and this is certainly not what Nationstar 's servicer had promised me when entering into the CARES act. Had I known I was going to be pressured into something like this, I never would have entered the program in the first place. Now I am being threatened to either enter this program ( which will cost me {$90000.00} over the life of the loan ) or to pay the lump sum immediately. Otherwise my credit and that of my elderly mother cosigner will be negatively effected, without notice. I don't understand why Nationstar is not adhering to the program that they assured me I was entering into, but now I am between a rock and a hard place, having my family threatened, with no viable solution forward ; least of all the solution that I agreed to. I would also be willing to enter some sort of payment program, but they insist there are no such options and I don't have much flexibility after the hiatus in work. Now I have been making good faith payments for three months, beyond the minimum, but Mr. Cooper says they will not accept any further payments unless I repay the lump sum forbearance amount in full. Is CFPB just sitting by, allowing millions of people to be robbed by this program that was meant to help us?
Company Response:
State: TX
Zip: 794XX
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a consumer and I believe that I have been a victim of a signature fraud on a loan modification that I recently just found out about. This loan modification agreement was supposed to have been filled out by 2 borrowers in the year of XXXX. And this is where I believe that my signature was taken from a sign document that I have signed in the past. And the signature was added on a false statement to make it look legal with stamps and dates on it including a notary stamp and signature.I the consumer did not signed this loan modification that Mr.cooper claims. I have many questions, it has been said to qualify for a loan modification a borrower would have to be behind in payments. And all of my mortgage payments were current. And how can they add a second borrower to the modification loan when there was only one borrower from the beginning of the FHA loan that started in XXXX of XXXX. As a consumer I continue to see that Mr. Cooper is saying that the loan started in XXXX. That information is false and incorrect. I don't know why Mr.cooper is reporting false information about my loan. Again if I took out a FHA loan in XXXX of XXXX with country wide home loans {$62000.00}. And then XXXX XXXXXXXX XXXX ended up with the loan and I sign a 15 year term. Now Nationstar Mortgage LLC/Mr.cooper debt collector. Is now the company that I send payments to and they want to say that I now have a 30 year mortgage term. When I asked for a copy of my original contract agreement.I was told that Mr.cooper destroy documents after so many years for the protection of the consumer to prevent fraud. I also asked Mr.cooper. for an amortization schedule and Mr.cooper sent me a schedule starting XX/XX/XXXX. This document has no header or anything showing that this came from Mr.cooper. So this is why, I also feel that this mortgage company took my information and falsified documents to try and make me take a 30 year mortgage term to keep getting money. This loan has been paid double already. And I ask why would I start a loan for another 30 years when I already was told in writing that the loan would be paid in full on XX/XX/XXXX. I wish that these companies would stop stealing from the lower income people life is hard enough.
Company Response:
State: IL
Zip: 60901
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is my mortgage home lender. I am in the process of loan modification due to the pandemic. The year XXXX the underwriter made an error. They had the wrong page and book number that had my former husband name on the mortgage which he was removed when i refinanced in XXXX. I am the sole entitled to the deed and title of my home. I wrote a letter to the underwriter which was sent via fax which they received. They never rewrote my modification mortgage as of this current date. I have called a total of 15 times in 1 year and 5 months. I was told in XX/XX/XXXX to make a trial mortgage payment for 3 months which i successfully completed. In XX/XX/XXXX, i was told my modification mortgage was sent via XXXX XXXX XXXX which i never received. In XX/XX/XXXX, they had me repeat the same process, 3 months trial mortgage, I again successfully completed in XX/XX/XXXX. My documents reported my new mortgage modification loan was sent out via XXXX XXXX XXXX Again, i never received. I called Mr. Cooper 2 times in XX/XX/XXXX And XX/XX/XXXX to make a mortgage payment which i was told " You can not make a mortgage payment until you receive your mortgage modification loan documents ''. I spoke to 4 agents in the loss mitigation department. ALL 4 agents informed me that i could not make a mortgage payment until my mortgage modification loan documents were returned which i never received. I received a call XX/XX/XXXX from # XXXX modification loan dept. This agent XXXX informed me that my loan modification was declined due to non payment for XX/XX/XXXX and XX/XX/XXXX. I explained the situation regarding i called to make a payment for XX/XX/XXXX and XX/XX/XXXX and they agent refused to take my payment. All my calls were documented. He could not give me an answer. He kept repeating " i did not make a payment for XX/XX/XXXX and XX/XX/XXXX therefore my load modification was decline ''. I tried several times to make payments for XX/XX/XXXX and XX/XX/XXXX and Mr. Cooper : s agents would not accept my payments. Each encounter that i spoke with an agent kept repeating the same verse " you can not make a payment until we receive your loan modification documents ". The agents told me they were sent out, which was a lie, i never received via XXXX XXXX XXXX. I could not make a payment on line either because they BLOCKED my payments. Each agent also kept repeating " i will notify the underwriters to have them send out another loan modification documents '' I made my XXXX mortgage payments for XX/XX/XXXX and XX/XX/XXXX with XXXX on XX/XX/XXXX. Mr. Cooper 's underwriters made a large error. They never sent out my mortgage modification documents. they lied and said they did which is untrue. I need help with serious situation. can someone call me immediately. Nothing is being done to correct this mistake.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A