Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two years ago, Mr. Cooper doubled my mortgage payment almost telling me I had a huge escrow shortage. I filed, thinking it was my taxes went through the whole process with the XXXX XXXX only to find out that my taxes werent the problem. Mr. Cooper was double texting me I spoke to Mr. Cooper and they fixed it now to years later in XX/XX/2022 I get a letter that my mortgage payment is going up almost {$700.00}, I immediately called them because theres no way I have an escrow shortage they told me that they look into it In XX/XX/2022 they called me and told me that the taxes were incorrect and they would be adjusted in XXXX when I went to make the payment nothing was changed. I called them back and they told me it takes time the end of XXXX still no change my payment I called them back. They told me that they would look into it again and never got a response back in XXXX. I called same problem. My taxes are doubled and they should not be theyre telling me I have an escrow shortage of {$4500.00} Which my annual taxes are only XXXX so does that mean you didnt pay my taxes for an entire year? What are you increasing? What are you charging me for they cant give me answers then they tell me that they look onto a website and thats how they see what the taxes are when I know thats a lie and they get a paper in the mail. I called my tax office and discuss it with my tax office. They gave me a breakdown of all the taxes I intern called Mr. Cooper back again to go over the taxes and explain to them that theyre overcharging me and I want my money refunded and my taxes fixed. I still have not heard back and discuss it with my tax office. They gave me a breakdown of all the taxes I intern called Mr. Cooper back again to go over the taxes and explain to them that their overcharging me and I want my money refunded and my taxes fixed. I still have not heard back.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-04-04
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: Complaints are being processed with the Second Judicial Court in XXXX XXXX, XXXX. Nationstar is not a legally valid servicer, and XXXX XXXX is not the beneficiary. XXXX refused 2 full loan payoffs and prohibited monthly mortgage payments on an account that was not in default. See attachments for further specific details of XXXX 's wrongful foreclosure. The CFPB has secured substantial Consent Judgments for the misconduct that XXXX is perpetrating.
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2023-05-05
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: We filed for XXXX XXXX XXXX on XX/XX/XXXX. Our service was transferred from XXXX to Nationstar ( Mr.Cooper ) effective XX/XX/XXXX. My complaint is that ever since Mr.Cooper has had my loan, I have not been able to clearly see how my payments are being applied and where all my funds have gone. They have restricted my access to view any of my account information online and the ability to make payments online ; I have to make my payments over the phone. The monthly statements I receive each month do not reflect any accurate information. I had even sent in {$1200.00} on XX/XX/XXXX from an escrow refund I had received. So I put it back to my loan. In XXXX of XXXX, I was told I only owed {$160.00} for the month of XXXX. Then received a notice I was 4 months behind. Then on XX/XX/XXXX, a Motion for Relief was filed and a payment plan was set up. I paid an extra {$800.00} at the beginning of the plan. The first payment of {$1300.00} was supposed to go to the arrearage but I can not tell where those funds went. The payment history just shows to the STIP. The total amount I was to pay during the plan was {$3300.00}. I paid a total of {$3700.00} but they said I did not pay enough to complete my plan & was short funds. I've spent countless hours on the phone trying to figure out the payment history that I had requested many, many times. I keep receiving threatening Notice of Default letters from Mr.Cooper 's attorney 's ( XXXX XXXX ) stating that I'm XXXX months behind after I'm clearly not and making payments each month. The Trustee 's office sent payments each month from XX/XX/XXXX to XX/XX/XXXX to clear the pre-petition balance. Mr.Cooper took months to cash the checks they received from the Trustee 's office. The payment history I request never shows those payments or where those have been applied. The arrearage amount due was {$1500.00} and the XXXX paid a total of {$1600.00}. I've never been advised where those extra funds went. I have requested an audit of my account be completed twice, with no resolution. Each time I call the Bankruptcy department, I receive completely different information regarding the balance due on my loan from the representatives. On my XX/XX/XXXX phone call, I was advised that Mr.Cooper bankruptcy department applies the funds I send in to their discretion. I was told my XXXX payment would not be applied until XXXX. I was told there was funds of {$710.00} sitting on my account but only {$180.00} could be used toward a payment. So that constantly makes me show that I'm a month behind, which I am not. The other 'bucket ' of funds, which I was told they are not allowed to tell me what they are being used for, will be used at their discretion. They refuse to tell me where all my funds are being applied each month. This is wrong!! What are these other bucket of funds?? Are they going to someone else 's loan?? Mr.Cooper never sent periodic statements showing the payments received, I had to request my payment history. And also I see an ACH Litigation settlement has been filed because on XX/XX/XXXX it's vendors inadvertently caused incorrect ACH debit and credit entries to be sent to borrowers bank accounts that were serviced by Nationstar. I was one of them, so that's on top of what else we have been going through.
Company Response:
State: NE
Zip: 693XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originated with XXXX XXXX in XX/XX/2019. I applied for and received forebearance due to Covid. To exit the forebearance, I was approved for repayment at the end of the mortgage term. During that process, my mortgage was sold and is now being serviced by Mr. Cooper. They are not honoring the agreement I received from XXXX even though I have multiple papers stating that nothing would change. The offer from Mr Cooper was to raise my mortgage payment by approximately 30 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: THIS IS THE 4 TH LETTER I RECEIVED FROM MR COOPER DATED XX/XX/2023, STATING MY APPLICATION FOR TRIAL MODIFICATION DEEMED COMPLETE ON XX/XX/2023. I WAS TOLD 3 TIMES OVER THE PHONE NOTHING ELSE IS NEEDED AND FINAL ANSWER TO MODIFY MY ACCOUNT WILL BE BY XX/XX/2023. OVER 7 MONTHS OF PROVIDING PROFIT & LOSS, BANK STATEMENTS OF {$22000.00} PER MONTH RENTAL INCOME 3 TIMES, 5 MORTGAGE STATEMENTS WITH LETTER OF EXPLANATION THAT I AM A SMALL LANDLORD WITH NO PAY STUBS OR INCOME TAX RETURNS TO PROVIDE. DURING XXXX XXXX NATIONAL DISASTER FOR ABOUT 2 YEARS NO TENANTS PAID RENT AND I COULD NOT EVICT ANYONE FROM MY UNITS. MR COOPER IS INTENTIONALLY PUTTING ME AND MY FAMILY IN HARMS WAY TO FORECLOSE MY PROPERTY EVEN THOUGH I AM IN A BETTER POSITION NEEDING THEM TO HELP ME SAVE MY HOME SINCE I PROVIDED FULL PROOF TO THEM SEVERAL TIMES AND I WIRED THEM {$6500.00} TO PAY OFF MY ESCROW STILL, MY ACCOUNT KEEP CHANGING HANDS ALWAYS A DIFFERENT PERSON EACH TIME REQUESTING DOCUMENTS I ALREADY PROVIDED MAKING MY SITUATION A NIGHTMARE. PLEASE HELP ME. REGARDS, XXXX XXXX XXXX XXXX XXXX VETERAN WITH HONORS
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX my wife and I were contacted by our mortgage company Mr. Cooper and were informed that they purchased secondary wind insurance in the amount of {$1600.00} which then drained our escrow account below the minimum balance needed in the account of {$670.00}, and we are being asked to pay back {$2100.00} before XX/XX/XXXX or our mortgage will go from a monthly payment of {$1600.00} to a monthly payment of {$1900.00} if they break it up into 12 payments. I knew that we have had coverage on our home with travelers insurance so I called our insurance provider XXXX XXXX to check on our policy. They informed us that we have not had coverage on our home since XX/XX/2021 because Mr.Cooper failed to make our insurance payment so the insurance lapsed. I recall being contacted about this in 2021 I called Mr Cooper then to get there fax number so travelers could get paid apparently it was not paid which caused our insurance to cancel our coverage. I had to set up a new policy that moment. When I received this news I immediately called Mr. Cooper to get this resolved I was on the phone from last Wednesday to Friday was hung up on 3 times when the representatives at Mr. Cooper could not help with this issue. I was persistent and kept calling and being told I was being escalated up the chain of command to a manager. The " manager '' informed me that they could do nothing for me I would be expected to pay them back the {$2100.00} and that the only resolution would be to call my insurance company and see if they can back date my coverage to XXXX of XXXX and that I would also be hit with a massive insurance bill because of the months I had no coverage. All because they failed to pay my insurance provider for my monthly insurance. I also had questions about where our escrow payments have been going if they have not been paying insurance since XXXX with no answer.
Company Response:
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2022 I began the assumption process with Nationstar Mortgage LLC d/b/a Mr. Cooper to take my brother off of my mortgage. He does not live with me, nor does he make payments, he was only kind enough to help me get a house because at the time I did not have proper work history while I was finishing off XXXX XXXX XXXXXX/XX/2022 I was conditionally approved by Mr. Cooper and have been approved for all the consecutive steps. I was told this would take around 3 months, possibly 5. We are now starting month 9 in this process. It will often take 2-3 weeks to hear any response back from the mortgage company, with some of those responses only saying it is being worked on. My brother is trying to buy a house and needs to be off this mortgage in order to secure better rates. I have not been able to invest some of my money because I can't make large withdrawals while this process is underway. Mr. Copper has had to ask several times now for updated pay stubs, proof of insurance, and run credit checks on me multiple times because so much time is lapsing between communications and steps. I have been very clear with my contact persons that this needs to be completed and prioritized, but it is not receiving the attention it needs. This process is causing financial stress, as well as emotional and relational stress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55126
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ive applied for Loan Modification twice and have been denied. Mr. Cooper has failed to return inquiries, never has assigned service agents available to assist nor respond to calls. Ive repeatedly had to submit the same documents multiple times just to be denied once again. I am told I do not qualify for COVID relief despite being directly affected by the pandemic. FHA has advised me that FHA Lenders are obligated to work with borrowers to avoid foreclosure. I did not receive any notification from Mr. Cooper why my modification was denied a second time. Upon navigating the website, no other assistance was available online.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 948XX
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: XXXX XXXX XXXX falsified all legalities and did so in a response letter. I seek all legal action to the highest. See attached response to myself and my wife as the letter is only addressed to her. All information from XXXX is fraud. My loan was identified in class action lawsuit Robinson versus Nationstar. At no point is this so called debt legal as Nationstar was found guilty of fraud. I seek see below ( statutory damages under the FDCPA and RESPA, and restitution damages and losses from XXXX XXXX XXXX for allegedly unlawfully profiting by acting as an unlicensed mortgage servicer. ) My wife is legal party of interest and legal owner of said property from Deed legally registered with Title insurance also containing both names dated XX/XX/XXXX. See attached response that clearly states " this is an attempt to collect a debt '' this matter was found fraud in court of law XX/XX/XXXX. This is now a criminal charge of fraud and identity theft
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Good evening, First of all, I took out a Home Equity Loan around XXXX of XXXX with XXXX XXXX XXXX XXXX. Another Servicer took over the loan by the name of Nationstar/ Mr. Cooper . I wasn't notified from XXXX or Nationstar/Mr. Cooper about them taking over my Home Equity Loan. From what I gathered about Nationstar/ Mr. Cooper , they didn't even exist until XXXX. I fell behind with my payments due to the death of my Husband. Shortly after the passing of my husband, my daughter had to have XXXX XXXX on both of her XXXX. I couldn't work because, I had to care for my daughter after her XXXX and then, my daughter was diagnosed with an XXXX XXXX, which is a lifetime condition. This XXXX XXXX causes a lot of Therapy, hospitalization, Psychological Therapy Treatments and other Treatments. I couldn't work due to having to care and transport my daughter to and from her doctor 's appointments. I've tried working with Nationstar/ Mr. Cooper concerning, my Loan, of course they gave me a hard time. I had to file bankruptcy to protect me from loosing my home. I fill like, I've been defrauded since, they took over the loan. XXXX of XXXX, I was hospitalized with XXXX. Before I was hospitalized, I had a realtor representative who, was working for me on a short sale with Mr. Cooper, the first buyer backed out. My realtor had to search for another buyer. My realtor found another buyer to purchase my house. I had to be hospitalized again in XXXX of XXXX for a XXXX XXXX. My realtor was communicating with a representative with Mr. Cooper while I was trying to recover from my XXXX in the hospital. Suddenly, the communication between my realtor and Mr. Cooper just completely stopped. My realtor informed me that, the representative who she was communicating with about the short sale, wouldn't talk to her any more about the short sale. I tried reaching out to Mr. Cooper to let them know that I was in the hospital. They didn't seem to care. Mr. Cooper told me that, I couldn't get another short sale. The amount that they stated I needed to pay is, more than what my house is worth. They, tried to foreclose on my house on XX/XX/XXXX. I had to file bankruptcy in order to save my Home. Since, the bankruptcy got dismissed, now Mr. Cooper is trying to foreclose on my home on XX/XX/XXXX. I feel that, I haven't been treated fairly. I was only allowed one loan modification, when actually I should have been allowed two additional loan modifications. Please investigate this matter for me. Thank You.
Company Response:
State: TX
Zip: 77088
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A