Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from XXXX, stating that effective XX/XX/XXXX Mr. Cooper will become my new Mortgage Server. Mr. Cooper was my mortgage server until XX/XX/XXXX. During that time frame, less than a year, I received over 100 letters from Mr. Cooper, harassing me to buy a new home, modify, or refinance. I called Mr. Cooper several times demanding that this company stop harassing me, because, I was not interested in buying, modifying, or refinancing. Often times, while speaking with customer service over the phone, regarding the harassment, I received XXXXXXXX XXXX and XXXXXXXX XXXX and I could hear, demeaning comments in the back ground. Even after I stated numerous times to stop harassing me about modifying, refinancing or buying a new home, Mr. Cooper repeatedly sent mail. In XXXX, I received some fraudulent documents in the mail claiming that in XXXX, Mr. Cooper own my loan. This is a Lie. Mr. Cooper was my Mortgage Server from XX/XX/XXXX thru XX/XX/XXXX. The fraudulent documents had been whited out, blacked out, and my name and signature had been copied and pasted, even forged to these fraudulent documents. Mr. Cooper has continually, violated my civil rights. Mr. Cooper was my Mortgage Server from XX/XX/XXXX thru XX/XX/XXXX. I had no dealings with Mr. Cooper in XXXX. And I have the documentation. Material that provides official information as my evidence, and my record. I have never done a home modification. These documents involving Mr. Cooper, were done with the intent to deceive, which is criminal deception. Mr. Cooper has violated my civil rights.
Company Response:
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company that services my mortgage is Mr. Cooper. This company has proven to be incompetent, unreliable, and untrustworthy regarding the servicing of my mortgage. Here are some of the issues I have had with them : My XXXX homeowners insurance premium of {$2800.00} was due by XX/XX/XXXX. Mr. Cooper did not pay that premium in a timely manner and my homeowners insurance policy was cancelled due to nonpayment. ( I had to contact my insurance agency to work on my behalf and eventually the policy was reinstated. ) In XXXX of XXXX, after an Escrow analysis showed there was a shortage of {$3700.00} in the account, I called Mr. Cooper and asked if I could pay the difference for that Escrow shortage so that my mortgage payment would not increase. The agent advised me I could do that, so I paid that {$3700.00} over the phone to her, and I specified that that money was to be applied to the Escrow account. However, that money was mishandled and incorrectly applied as XXXX separate mortgage payments -- XXXX in the amount of {$1900.00} as a " monthly payment '' and XXXX in the amount of {$1800.00} as an " additional principal '' payment. When I called Mr. Cooper to have them correct the error, I was told that they could not fix it because it was too late. After speaking with different people over the course of several days and pushing for them to correct their error, they finally corrected the error and applied that {$3700.00} appropriately to the Escrow account. My XXXX homeowners insurance premium of {$4100.00} was due by XX/XX/XXXX. Mr. Cooper did not pay that premium and my homeowners insurance policy was cancelled due to nonpayment. I called Mr. Cooper and an agent apologized and advised they would overnight the check to my homeowners insurance company. When Mr. Cooper paid that late XXXX homeowners insurance premium, it did so XXXXpaying {$4100.00} on XX/XX/XXXX and then paying {$4100.00} again on XX/XX/XXXX. As a result of their overpayment, there is now a negative balance in my Escrow account. On XX/XX/XXXX, I received a check from my homeowners insurance company for the {$4100.00} overpayment mentioned above. I called Mr. Cooper and was advised that I should cash the check, make an Escrow payment in that amount on the website, and then call them to advise I did so. I am not at all confident that when I make that payment as an Escrow deposit it will be correctly applied to the Escrow account. Instead, I am afraid it will once again be applied incorrectly.
Company Response:
State: FL
Zip: 33596
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my house on XXXX XX/XX/XXXX. My VA mortgage payments were {$660.00} per month on a 30 year fixed mortgage. In XXXX my mortgage was sold by the original lender to a new firm called Mr. Cooper. Mr. Cooper raised my mortgage payments to {$920.00} per month and informed me that rate would remain for one year due to no taxes being paid in XXXX in the year I purchased the house. That was news to me since that should have been handled by the mortgage companies involved. Needless to say, with little warning a jump of {$260.00} per month coupled with inflation and a reduction in my income at the same time caused me to drastically alter everything in my life to make ends meet. In XXXX of this year, Mr. Cooper adjusted my mortgage payment to {$790.00} per month. Meanwhile, I turned XXXX in XX/XX/XXXX and filed for an over XXXX tax exemption for the county I live in in Alabama. Those reduced taxes took effect in XX/XX/XXXX. My taxes went from {$1400.00} per year to {$600.00}. I submitted this document to Mr. Cooper on XXXX XX/XX/XXXX so that Mr. Cooper would adjust my mortgage payments correctly. I was surprised then to see my mortgage payment still to be so much higher than when it originally started. After several Email and telephone calls, Mr. Cooper stated they pulled the tax information from the Alabama tax website. My local tax office informed me this website was not up to date and I informed Mr. Cooper they were using wrong information and the tax paper I sent them from my local tax office in XXXX county was correct. The tax official even told me to give them her number so that Mr. Cooper could call her. My mortgage should be dropping and not going up.
Company Response:
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2023-03-27
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: I am currently in the process of paying off my Home loan for my primary house.
The servicer ( Mr. Cooper ) also holds an escrow account to pay my taxes and home insurance.
At this point there is {$1400.00} in my escrow and I owe less than {$980.00} in my principle.
But they didnt just close my loan and send me the extra, they continue to charge me interest on my loan.
Additionally when I called them about fixing this, they told me there is a {$25.00} fee to request a payoff quote. I dont wish to request a payoff quote but they force you into requesting one. Additionally they charge you an arbitrary fee for this quote. There website states " A preparation fee of up to {$30.00} may apply to each payoff quote statement we generate.
From : //www.mrcooper.com/XXXX> " The Key phrase is up to, and what is to stop them from increasing this to whatever they want?
When I signed up and borrowed money for my house, I was not made aware of this fee ahead of time, I never agreed to it, and as far as I can tell there are no regulations around this fee.
Can anything be done to let borrows know ahead of time about this fee and to make sure it is consistent across lenders so when they transfer your loan the new company can't charge whatever they want.
The next problem is instead of closing my loan they are trying to transferred it to XXXXXXXX XXXX at the end of the month!
You shouldnt be able to transfer the loan with 1 month left on the loan that seems ridiculous! Especially when they already have the money in the escrow account!
Finally there website and their customer service states, Payoffs must be made via certified fundswire transfer, money order, or cashiers check. Please do not send personal checks, certified personal checks, or cash.
From
Company Response:
State: AZ
Zip: 85283
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage lender Mr. Cooper Address information : XXXX XXXX XXXX XXXX, XXXX XXXX / XXXX XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXX : XXXX This Lending company has been contacted since last year in XXXX they called me for information about my account and they had stated that my payments havent been received and I advised them at that time that I have not missed a single payment which I can prove by my bank statements and all of my supporting documents that my account is current. They gave me flack and they thought that perhaps they could trouble shoot this issue over the phone by asking how I'm sending my payments I went through all of the basic questions to prove once again that I do have the right address I absolutely reference my mortgage loan number on the check and yet this company did nothing to remedy my account. At this point I'm being stolen from I pay this company and they DO NOT ACCREDIT my payments that are being received. They are an absolute FRAUDULENDT company and have VIOLATED MY RIGHTS!!! I don't want anyone to go through what I'm dealing with, an AUDIT of their practices should be done at least I'll be in contact with them as well since they have stolen over {$35000.00} of my payments for my mortgage.
Company Response:
State: CA
Zip: 95336
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to assume an FHA loan that is serviced by the company Mr. Cooper. I first contacted the Mr. Cooper assumptions team via email ( XXXX ) on XX/XX/2023. I never received a response. On XX/XX/XXXX, I was finally able to get a customer service representative from Mr. Cooper on the phone, who sent me an assumption " welcome packet '' via email. This packet asked for some information from me and some information from the current borrower. We both completed our respective pages and, on XX/XX/XXXX, we sent the packet back to Mr. Cooper via 3 methods : email ( XXXX ), fax ( XXXX ), and USPS. Each one included a request in the cover letter for someone from Mr. Cooper to acknowledge receipt of the packet and let us know if they needed any additional information. It has now been 4 weeks, and I have not received a single communication from Mr. Cooper in that regard. I sent an additional email to the same email address on XX/XX/XXXX, and did not receive a response. Since the beginning of this process, I have contacted the Mr. Cooper customer service line 5 times. I usually have to spend at least 15 minutes navigating their automated phone system before I can talk to a real person, because the system continually loops me back to the beginning of the process and I have to start over. Each time, I have ended up talking to a different representative. Each one has refused to let me talk to ( or even set up a phone call with ) someone who actually works in the loan assumptions department. This is problematic because each time I call in I get conflicting information about what information they have received from me, when they received it, when I will receive a response, and even whether the loan is assumable in the first place. I am consistently pointed to the same email address ( XXXX ) that I have contacted 3 times without a response. I do not know, and no one at Mr. Cooper seems to be able to tell me, the status of my assumption application. I've been told that the assumptions team is theoretically assessing my credit worthiness. I would love if that is the case, as that would represent progress. However, this seems impossible as I have not provided the typical information ( bank statements, income/employment verification, etc. ) typically used to assess credit worthiness. I would be happy to provide this information, but someone from Mr. Cooper needs to tell me how to provide it. All that I have provided thus far is the basic demographic information requested in the welcome packet, a photocopy of my driver 's license, and a photocopy of my social security card. Given that I still haven't heard anything back from Mr. Cooper, I now worry that I have given my SSN to a complete sham of a company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want all Ive submitted investigated for the three Illegal acts that require estoppel and restitution granted in the sums consented to in the settlements covering the first and second violations of Mr cooper and seterus Inc proven to be Mr cooper still and the associated banks which make all contracts void illegal and not enforceable and restitution mandatory ; however none of this has happened at all. All dates are in the illegal documents provided and are all out of legal bounds and not required to be used as a weapon against anyone who has been proven innocent and owner of the property as decided and already convicted and sentenced to settlements and fines for violating the orders of law
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Historically, my mortgage payments are typically set up to post mid month around the XXXX. Mortgage amount of {$2200.00} and additional principal of {$2000.00} is paid timely ( by the XXXX ) every month. Due to a vacation and time zone issue, XXXX payment posted and reflected on the XXXX of that month. The account that is paid from receives exact funds for transfer to the mortgage company. Because of a late charge and consequential reversal of that late charge, that account ran negative for a very brief moment and my typical mortgage and additional principal ended up showing in the account as insufficient by the amount of the late fee that had not payed back into the account. Also, MR.COOPER does not allow a principal payment without paying late fee first. That insufficient transaction was never known by me and MR. COOPER never notified me and instead let the overdue amount run for over 30 days without notifying me of any issue. I was able to resolve the late payment issue with them however they reported to the credit agencies as a late payment over 30 days. I attempted to resolve this by requesting a retraction to the credit agencies with MR.COOPER but they refuse claiming it was in line and no error was made on their part. MR.COOPER never emailed, phone, left voice mail, or text that there was a missed payment, but instead let the account run overdue. I found the discrepancy the following month during the following payment. I have had to solicit results of their " investigation '' as they never sent me a mailing or posted in their account portal. During the course of my time with MR.COOPER, they have made at minimum 3 communication errors to which they sent followup mail apologizing, and have double charged customers accounts doing system upgrades, ending up in an apology. They have since transferred my account to a mortgage collecting agency, XXXX, who appears to have their own servicing problems. Please have MR.COOPER SEND A CREDIT RETRACTION TO THE CREDIT AGENCIES DUE TO THEY DID NOT ALERT ME ON ANY MISPAYMENT ISSUES. Please request credible evidence that they made an attempt to alert me. To this day they have provided me nothing upon my numerous requests.
Company Response:
State: CA
Zip: 94553
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During a transfer of our mortgage from XXXX XXXX Mortgage to Mr. Cooper a charge of {$600.00} was placed against our mortgage as an Escrow charge. We filed a complaint and Mr. Cooper acknowledged it should have not been charged to us. We made two payments towards that amount that should have BOTH been credited to our principal balance if that charge had been vacated from our loan. Only one payment of {$50.00} has been applied to our principal balance. The other was applied to the {$600.00} to bring the false charge amount to {$550.00} and that charge is STILL being imposed against our loan. Mr. Cooper did in fact, vacate it from XXXX as they stated in our prior complaint 's response, but it is still there in the amount of {$550.00}. It has simply been moved from XXXX charged first on XXXX to " other '' as a lender paid adjustment. No, this is not a credit to our loan but a charge as credits and payments are shown without parentheses and payment reversals and charges are shown in parentheses on the attached form. All Mr. Cooper has done is move the false charge around like a shell game. In addition, despite a TIL request for what the charge was actually for, we have never been given an explanation. A representative from Mr. Cooper has called every few days to see if the 2nd payment of {$50.00} has been applied to our principal but will not acknowledge the {$550.00} still being charged to our loan account.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company that purchased my loan from the bank from whom I originally obtained the loan has notified me that they are raising my payment by {$220.00} per month. They have stated that this is because either my taxes or insurance have increased. My insurance has gone up by {$4.00} total for the year. I have forwarded my tax bill for {$990.00} to them and repeatedly asked them to explain how {$220.00} times 12 months is the equivalent of this increase. No one can answer my question. No one will return my phone calls. No one will agree to look into this matter. I believe that there is a possibility that they are attempting to charge me taxes for the entire property, however the house was split in two halves when it was sold and I only purchased one half of the home. My mortgage is a fixed rate and while I realize that there is the possibility of yearly increases, as well as decreases, per changes in taxes/insurance the idea of an increase of this size makes no sense. I have tried to explain that I am unable to cover that much of an increase and NEED them to look into it to no avail. The most they would do was spread the extra payments over 24 months instead of 12 but that is still an exorbitant amount.
Company Response:
State: PA
Zip: 17331
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A