Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I reached out to Mr. Cooper in the hopes of getting some assistance with my mortgage payments post being impacted by Hurricane Ian in XX/XX/XXXX. On that date, I was told I might be eligible to have an additional 6 months of forbearance to continue what I had previously since I had not fully recovered from the hurricane damages. I asked if I could take advantage of this program and inquired if this would impact my credit due to being behind at the time of this program being extended and was told that my credit would not be impacted. On XX/XX/XXXX, Mr. Cooper reported to the credit bureau that I was late in XX/XX/XXXX. I have since called to ask for this to be updated to remove the damaging report that caused my score to drop 60+ points depending on the bureau, but to this date, this has still not been corrected.
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Attached is the escrow statement after the analysis and I have highlighted a couple things on the statement. It shows my taxes and insurance went down this year so my escrow payment will decrease. However, it has in fact increased by {$40.00} which should be wrong based on what the statement itself says. It also shows there is a surplus so there should be no reason for my monthly payment to increase. I have this same issue every year and are never able to explain why the statement says my payment will decrease but every year it increases. My monthly payment should decrease as is indicated on the attached statement.
Company Response:
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Attached is the escrow statement after the analysis and I have highlighted a couple things on the statement. It shows my taxes and insurance went down this year so my escrow payment will decrease. However, it has in fact increased by {$40.00} which should be wrong based on what the statement itself says. It also shows there is a surplus so there should be no reason for my monthly payment to increase. I have this same issue every year and are never able to explain why the statement says my payment will decrease but every year it increases. My monthly payment should decrease as is indicated on the attached statement.
Company Response:
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is an over view of the events that have transpired, attached is the payment history .... there were late payments and the exact times I tried make payments may be off and the document attached is the accurate accounting of attempts to pay and actual payments made. The difficulty of the timing of these payments has cause me to not have fund available as they did not draft on the proper days, the company could not find my accounts as I was always getting payments made on time until their system failed as can be seen in the document provided.. so... for months, ( since XX/XX/XXXX ) I have been trying to pay my mortgage thru Mr. Coopers online portal. since then I have found out the the Portal was broken and was not processing my payments. found that out in XXXX. I was instructed to pay by calling in a payment. Everytime I call in a payment, the tell me is has processed and show it on the portal, but the payment does not process. I call in after 5-7 days and they tell me they cant find my account information. No out reach from them, via email or phone call to alert me of the account error. I have to call back in and make another payment, which does not get recognized in their system and when I call into to confirm, they tell me they can find my account again. I have asked them why they cant find my account as I have had the same account number for 46 years. And I have confirmed my routing number with my bank. XXXX XXXX XXXX I have tried to escalate the issue so they can explain my they cant find my account to no avail. My payments post to the website but sporadically get debited to my account, so I am now in arrears. Also been charge late fees etc which they have removed on request, but continue to assess and remove each time I try to make a payment and it fails. two times in XX/XX/XXXX, two times in XX/XX/XXXX, two times in XX/XX/XXXX, 4 times in XX/XX/XXXX and 4 times in XX/XX/XXXX. I make a payment that they say posts to my account then 7 days later they reverse the payment, and every time I call in they say they cant find my account and to erase the payment information on the site. Not they are telling me I have to pull cash out of my checking account and go to XXXX or XXXX to process a XXXX XXXX payment. It is REDICULOUS in this day and age.
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 I received a payoff quote of XXXX and gave approval for lender to withdraw funds from my account to pay off mortgage. On the following day XX/XX/2023 the funds were withdrawn from my account. I originally called and was told they couldnt find the documentation. When I foolowed up from my original request they found the payoff quote but unsure why payment withdrawn from account was not applied as payoff. Again i contacted Mr Cooper mort servicer they stated they didnt have documentation needed to correct payoff. On XX/XX/2023 documentation and proof of payment was sent and received by Mr Cooper mort. I have been told since XX/XX/XXXX then it would be corrected in a week of two. It is now XX/XX/2023 and Mr Cooper has not completed the payoff or released my title. They have continued to send statements, late payment notices and have made negative reports against my credit. I do not seem to be any closer to a resolution. I have sent them the payoff quote and bank statement showing funds withdrawn. If needed can be resent.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act mr. Cooper account XXXX XXXXXXXX, has violated my rights. 15 USC 1681 section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : it also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: OK
Zip: 74008
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act Mr Cooper account # XXXX has violated my rights. 15 USC 1681 Section 604 A Section 2 : It also stated a consumer reporting agency can not furnish a account without my written instructions. 15 USC 166B : A creditor may not treat a payment on account under open end consumer credit plan as late for any purpose.
Company Response:
State: ID
Zip: 83442
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX to Nationstar Mortgage LLC aka Mr. Cooper on XX/XX/XXXX. My escrow balance of {$2100.00} was also transferred to Nationstar Mortgage. I received a welcome letter from Nationstar stating the amount of escrow balance with the statement " Our records indicate that you have an escrow account for taxes and/or insurance '' XXXX XXXX did an escrow analysis on XX/XX/XXXX stating that we had an escrow surplus and sent us a check for {$430.00}. My Hazard Insurance was due on XX/XX/XXXX. Nationstar/Mr. Cooper did not make the payment. Nationstar/Mr. Cooper had all of the necessary information available to them to make the payment ; Insurance Company name : XXXX XXXX and address, policy number, due date and amount due {$800.00} Therefore our Hazard Insurance was cancelled. We did not receive notification from our insurance company that our policy was cancelled. We received a letter from Nationstar/Mr. Cooper dated XX/XX/XXXX and XX/XX/XXXX stating that our hazard insurance had expired. We contacted our Insurance company and they stated it was cancelled for nonpayment. We were able to get our policy reinstated. I called Nation Star/Mr. Cooper and spoke with a representative on XX/XX/XXXX and asked her why they did not make the payment. She stated that " this happens all the time '' and tried to place the blame on me for not contacting my insurance company to let them know that I had a new mortgage company. I pointed out that they had all of the information they needed to pay the bill. I received another letter from Nation Star/Mr. Cooper stating that I needed to provide proof that I had hazard insurance coverage for the lapsed period XXXX or they would by a policy on my behalf. I did not have proof of coverage because Nationstar/Mr. Cooper did not make the payment that was due on XX/XX/XXXX. I was not informed my Nationstar/Mr. Cooper that my policy had lapsed until XX/XX/XXXX. Nation Star/Mr. Cooper withdrew {$1800.00} from my escrow account to pay for a Hazard insurance policy from XXXX XXXX XXXX XXXX issue date XXXX cover the lapsed period XX/XX/XXXX, XXXX XXXX, XXXX. Now I have an escrow shortage that I will need to deposit additional funds in order to have my property tax paid I believe that Nation Star/Mr. Cooper committed a violation of the Real Estate Settlements Procedures Act as they are required to make timely payments if the borrower has maintained sufficient funds in their escrow account. I believe that they are participating in predatory practices
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Request Home Modification itemization of charges to justify loan of {$730000.00} from current service provider Mr.Cooper. I was told by XXXX representive is that a breakdown of charges would be sent to me, and I never received it. when original loan amount was {$520000.00}. Request itemization charges for additional loan amount of {$220000.00} added to my original loan. My current service provider Mr.Cooper do not have itemization of charges from the modification on loan and transferred paperwork from previous provider XXXX shows loan was {$560000.00} when transferred to Mr.Cooper. XXXX and Hope counselor do not have itemization of loan modification either.
Company Response:
State: CA
Zip: 90303
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is an issue where the bank is not protecting my information. I have a mortgage with Mr. Cooper. My mother has been gaining access to my account, I have put them on notice several times asking for extra security measures to be placed on my account to keep my private information safe, they have failed to protect me and today again I was alerted my mailing address changed. My mother called in and tried to get a line of equity loan out, they continually proceed to release my private and personal information and I need help!
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A