Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has been charging fees to my account at first they started small but have grown larger and more frequent over time. I have asked about these fees and the company state they are normal processing fee to keep my account current. The fee are as follows XX/XX/XXXX Property Inspections - {$20.00} XX/XX/XXXX Property Inspections {$1.00} XX/XX/XXXX Title Search {$200.00} XX/XX/XXXX Title Search {$50.00} XX/XX/XXXX PROPERTY INSPECTIONS {$220.00} XX/XX/XXXX PROPERTY INSPECTIONS {$220.00} XX/XX/XXXX PROPERTY INSPECTIONS {$220.00} XX/XX/XXXX Title Search {$40.00} XX/XX/XXXX Property Inspections {$220.00} XX/XX/XXXX Legal Fees - {$470.00} XX/XX/XXXX Legal Fees - {$24.00} I just don't understand how they can tack on a {$220.00} inspection fee almost every month at this point.
Company Response:
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missing Mortgage Payments as of XX/XX/XXXX. I have unsuccessfully tried to clear up the misunderstanding concerning my alleged missed mortgage payments for the months of XXXX, XXXX, XXXX, and XXXX, or XXXX, XXXX, XXXX, and XXXX payments. According to correspondence dated XX/XX/XXXX, I XXXX XXXX allegedly in default for {$3900.00}. According to the statement that was addressed to the Consumer Financial Protection Bureau on XX/XX/XXXX and XX/XX/XXXX case XXXX. XXXX & XXXX. I believe that Mr. Cooper is intentionally forcing me into foreclosure and due to this I am totally emotionally and financially harmed by their deceptive and intentional practices. Over the past 4 months, I have submitted my monthly payments of {$1800.00}, a total of XXXX whereas my payments are {$1800.00} leaving {$20.00} credit in my account. As of XX/XX/XXXX upon contacting Mr. Cooper, I was informed by the representative that a manager would be contacting me after she returns from her lunch after waiting several hours I called and was given a different story. The representative claims that a manager would contact me within 24-48 hours the same lie I was told a week prior to that whereas I never received any callbacks. I am stating I was wrongfully denied speaking to a Manage. As of XX/XX/XXXX, I was informed that I was in default for {$3200.00} and they never received my XXXX or XXXX payment. The question is how do you calculate XXXX into two missed payments? When the answer would be {$3600.00}. First Mr. Cooper claimed I was current and they were waiting on my XX/XX/XXXX payment which I certified mailed on XX/XX/XXXX. Hoping to get a complete understanding of my unapplied funds. Mortgagor payments by money order beyond a reasonable doubt shows as follows : XX/XX/XXXX by PL $ payable through XXXX XXXX XXXX XXXX Check No. XXXX amounts to {$1800.00}. XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$920.00} XX/XX/XXXX by PL $ Check No. XXXX amount {$1800.00} This gives a total of {$5500.00} This does not include the XX/XX/XXXX payment. ( this breakdown does not include the XXXX payment ) Mr. Cooper which months are you classifying as missed payments as of XX/XX/XXXX, you can not declare XXXX payment as a missed payment lets not be confused this is known as PLAUSIBLE DENIABILITY. Mortgagor Payment History dated XX/XX/XXXX ranging from XXXX. Beginning when payment was posted on XX/XX/XXXX for XX/XX/XXXX line XXXX which clearly states a partial payment XXXX unapplied Principal Balance {$190000.00}. Escrow {$250.00}. Line XXXX : XX/XX/XXXX next due date XX/XX/XXXX suspense adjustment - XXXX unapplied funds- {$1200.00} Line XXXX : XX/XX/XXXX Next due date XX/XX/XXXX XXXX principal XXXX interest XXXX escrow XXXX Principal Balance {$190000.00} escrow balance XXXX. How did the principal balance? Increased by {$370.00}? Line XXXX : XX/XX/XXXX next due date XXXX payment XXXX unapplied funds XXXX. Does history show that the alleged XX/XX/XXXX payment wasnt applied to the XX/XX/XXXX payment?? Line XXXX shows the payment {$2100.00} was applied to the loan, which increased the Principal Balance by {$370.00}. How was this calculated? What system was used to calculate these figures?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper bought my XXXX XXXX loan about 6 months ago. 1. They require i request Auto Pay via their App! Despite 10 tries and multiple calls, App does not work 2. I sent checks. Never ever had to mail checks to mortgage company. Auto pay is standard 3. They still charged a late fee for an auto pay their representative set up via phone 4. They don't have proper customer support for XXXX XXXX customers So App doesn't work. I don't have time to call them during my working hours. Their policies are a conspiracy to charge late fees! No working App, no customer support, chat is NOT a sufficient resource! Thus is : Breach of Fiduciary Responsibility by Mr. Cooper Fraud by charging me late fees caused by their lack of necessary customer support. Conspiracy as their policies and lack of support result in late fees. That is their goal I've paid mortgages since 1989! No bank has ever withheld support regarding payments. No bank forced customers to go to App No bank support unavailable in my XXXX XXXX evenings No bank pushes automation ans Chat as a substitute for real needed support They just hung up from my 11th call! Stating late fees are part of the contract There would be no late fees if they lived up to their legsl obligations Breach of Fiduciary Responsibility, Conspiracy, Fraud and unavailable support are all justified LEGAL complaints against this horrible Mortgage Lender
Company Response:
State: CA
Zip: 93103
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It has been since XX/XX/2021 that every time I make an additional payment toward my principal, Mr. Cooper ( formally Nationstar ) mortgage company applies part of that amount to my monthly payment without my permission, even though my monthly payment has already been taken care of and paid. They have not applied those amounts correctly for the past year and an half, and every month after I make that additional payment toward the principal, I have to reach out via email/chat or phone to have those amounts rectified and applied correctly on my account. Last year I filed XXXX complaint XXXX and for few months the problem sized. Now, the last 4 months they have started to do it again and apply the amount incorrectly. They say there is a setting ( hierarchy ) on my account that makes the system apply some of the payment toward the principal. I'm back to square one and every month, I have to reach out to them to make the payment adjustments. They always tell me they will update the setting on my account but it never happens : the following month, the payment is applied wrongly and I have to call again to make sure is applied correctly. Please reach out to them and have them stop this behavior, they are using my money in a way I have not agreed and I feel they are taking advantage on my money and abusing me. It is emotionally draining. Please make them STOP!!! Thanks
Company Response:
State: NV
Zip: 89183
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NATIONSTAR MORTGAGE LLC reported our account late as of XX/XX/XXXX & XXXX XXXX but it was because of there own negligence of servicing our account they put our funds into a hold account because a payment of {$1500.00} was made twice in the month of XXXX XXXX now I spoke with a account XXXX by the name of XXXX XXXX XXXX XXXX back in XX/XX/2023 from XXXX to about XXXX she found the lost funds applied for the funds to be returned to the right account and they had knowledge of this but still decided to report us late on a payment as XX/XX/2023 so how is that far for them to report false allegations to the credit bureaus. IF a credit bureau, creditor, or someone else violates the Fair Credit Reporting Act, you can sue. Under the Fair Credit Reporting Act ( FCRA ), you have a right to the fair and accurate reporting of your credit information.
Company Response:
State: TX
Zip: 768XX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received correspondence from Mr. Cooper which indicated that I did not meet the terms of my Trial Period Plan for the Loan Modification Program. I am concerned with this notice because I did in fact make the required payments both in XXXX and again in XXXX. In XXXX, I requested participation in the Loan Modification Program. My application was accepted and resulted in the requirement of making payments under the Trial Plan Period. I made a total of three payments during that period : XXXX. XX/XX/XXXX XXXX. XX/XX/XXXX, and XXXX. XX/XX/XXXX. After the payments were made, I waited patiently for Mr. Coopers final determination. Approximately 6 months later, I was told that the payments were never made. Therefore, in XXXX, I appealed this decision. My appeal resulted in my reenrollment in the Loan Modification Program. Again, adhering to the requirements, I made a total of five payments : XXXX. XXXX XXXX payment XXXX. XXXX XXXX payment XXXX. XXXX XXXX payment XXXX. XX/XX/XXXX, and XXXX. XX/XX/XXXX The additional payments were made as Mr. Cooper stated they did not receive two of the previous payments. Rather than dispute the issue, I conceded and made additional payments in an effort to move the process forward. Since the payments, I have made on-going calls to check the status of the loan modification application, in addition to determining if there were any other payments or actions required by me. I was told by multiple representatives that my application is being reviewed and I should receive correspondence soon. They further stated that payments were not required and can not be accepted by me due to the status of my account. Now, almost two years later from the payments I have made, I find myself facing the same circumstances as before. I am not sure how this continues to occur considering payments have been made in accordance to the terms of the modification program. In an effort to support my claims, I have attached bank statements which document all payments made to Mr. Cooper during XXXX and XXXX. If possible, I would appreciate a call from a representative as there are several matters that are not clear about this situation.
Company Response:
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I submitted 4 complaints against the credit Bureas and all four times I recieved the same response and nothing has changed on my report. I have explained this also 4 times that the DISMISSED bankruptcies on my report were scams by companies promising to save my house that Nationnstar Mortgage wrongfully foreclosed on in 2019 while I was under modification and XXXX from XXXX XXXX. Which by the way I sent multiple complaints to the CFPD and recieved about the same response from the company. So what would you say you do here? The reason I ask is because what good does a complaint do if you only believe one side who responds with the same response they give for everything and why did my complaints against my mortgage company simply get closed even though the CFPD went on to sue Nationstar Mortgage. Maybe this complaint needs to be against the CFPD.
Company Response:
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, formerly known as Nationstar, just notified me today XX/XX/2023 via a USPS mailed letter that they are transferring my mortgage loan to another servicer, effective XX/XX/2023. That currently leaves me with less than 8 days to address this change. Mr. Cooper 's letter notes that " the law requires that your present servicer send you this notice at least 15 days before the effective date of transfer ... '' Clearly, that amount of time has not been provided. The slow USPS delivery has been public knowledge for several years now and leaving the customer to scramble to address this change with less than the law allowed allotted time is unacceptable.
Company Response:
State: WA
Zip: 98178
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Apologies for the hard-to-read details. After writing this, I see now this portal does not allow for proper formatting. My complaint is regarding - Mr. Cooper aka Nationstar Mortgage LLC, NYC Dept of Consumer Affairs XXXX # XXXX, Texas Regulated Lender License XXXX and their failure to honor an already-approved loan ( my loan # XXXX ). Ultimately, I simply wish to continue making payments. The subject property/loan originates out of NY, NY. The subject lender appears to be based in Texas. As directed by my attorney, I have documented the timeline & development of the issue below : Mr. Cooper acquired my loan from XXXX XXXX XXXX XXXX during approximately XX/XX/2022. My mortgage was a post-pandemic modification that was already established/ already in place/ well past the approval stage with XXXX XXXX XXXX XXXX when acquired by Mr. Cooper. I had not missed any payments, all was fine. XXXX Upon being notified of the acquisition, I called Mr Cooper XXXX and spoke with " XXXX '' regarding where to send payments to the new mortgage co. She told me I had to wait to make payments and do not send until they send me paper work. I assumed this was some acquisition formality. XXXX XXXX XXXX - XXXX mailed me modification documents. I again, did not think this was an issue, figured it was a mere formality of the acquisition. XXXX Upon opening the mail & reviewing the documents, I promptly called Cooper and spoke with " XXXX ''. I told her I was going to mail back the modification documents with a payment. Their payment was {$13.00} more than the previous company 's so I thought there was no issue and accepted that. XXXX stated their was a mistake, that the payment should be exactly the same as the already-in-place mortgage, to not send payment, that Cooper will resend the revised documents to be signed by me and mailed back, to simply wait for that. XXXX XXXX Called Cooper XXXX spoke with " XXXX XXXX in AZ - Told her im still waiting on the docs and wanted to send payment. She said to wait, its still waiting for review, wait for docs in the mail. XXXX XXXX - 41 min ph call - I called Cooper XXXX spoke with " XXXX XXXX XXXX XXXX in TX , who was now said to be my Loan Specialist. I'm now express my growing concern as I have yet to receive the documents which would allow me to make payments. Mentioned I just wanted to send payments. She said she could see in their CRM that I had placed calls and that she would mark it as escalated for a higher manager to handle it since it was still pending with no explanation. XXXX XXXX - I call Cooper XXXX. Spoke with " XXXX '' in TX. Says it was escalated to an AVP. Mentioned that he's never seen a scenario like this before, and he did not understand why this had yet to be rectified, etc., etc. XXXX XXXX I called Cooper and spoke with XXXX XXXX at XXXX in TX XXXX Said she was working on this previously with a senior VP. said it's under evaluation and is in escalated status so it's still in progress with the VP. That there's delays due to the holidays, to just wait. I expressed my concerns. XXXX XXXX - I call XXXX XXXX XXXX direct number. It now says that number is Invalid. XXXX - XXXX 50 min phone call Mr Cooper XXXX Spoke with XXXX - A review again of the entire issue. She says more of the same and starting over a loan modification process. XXXX - I received a notification letter on my online account profile stating they are further reviewing. XXXX XXXX 44 minute Mr. Cooper call with XXXX XXXX TX XXXX I explain the entire situation again and she says she sees that indicated in the lengthy notes of my account in her database. Says she sees it was under various evaluations and escalations multiple times and does not understand the delays or why this has not moved forward. Says she has not seen this before and does not understand why it keeps " dropping off ''. Says she'll put in a verbal complaint with a supervisor in customer service and that she will call me back within 24 hours. XXXX XXXX 1 hour and 44 minute phone call Mr. Cooper XXXX Spoke with XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX : After long explanation to XXXX of the issue and how I'm merely trying to get it rectified so I may make payments, she transfers me to XXXX in the Loss XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( I had been told multiple times in the past that speaking to anyone in this dept was impossible. ) I explain again the entire situation of how it seems Mr. Cooper keeps letting this fall through the cracks. She reviews the lengthy inputs within my account of the CRM and how it keeps just dropping off. After 1 hour and 21 minutes transfers me to the Loss Mitigation Escalation Dept. Here, XXXX XXXX out of the XXXX Texas Office, Direct XXXX, who mentioned she's is the only person in that dept, after hearing the entire explanation again of how I was told to wait for the mod paper work, to not send payment starting in the XX/XX/XXXX phone call etc. She, like all the others, sounded very reassuring, and said she was going to conduct a phone call recording review, etc., to rectify the problem of unexplainable delays. Provided her direct ph number and said she will call me back within 24-48 hours ( as many of the others said ). She did not subsequently call. XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She has not replied to this date. XXXX Called XXXX XXXX XXXX XXXX XXXX XXXX. XXXX - left a voicemail - She still has not replied to this date. Again, I am not in default. I keep getting directed by Mr. Cooper to not send payments. I just want to move forward with making payments as before. I can be reached directly
Company Response:
State: NY
Zip: 10023
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was taken with XXXXXXXX XXXX as our servicer. XXXX sold the servicing portion of our loan to Mr Cooper Loans. They are been our servicer for just under a year. Unfortunately just got a notice that even though we have made our regular payments and have an active escrow account. Mr Cooper is not paying our taxes properly. Just got a letter in mail showing a late fee and that they are missing payments for our escrow. Send an email to Mr. Cooper and was on hold for over an hour today and they said another dept would contact me which they never did. Very upset as reading review online this seems to be a real problem with this servicer Mr Cooper maintaining our escrow account. Very concerned and need help resolving this. Tried with Mr Cooper and still no response. Attaching most recent statement from Mr Cooper showing all up to date. And a letter just received from County of XXXX XXXX showing late fee and past due tax payment from our Escrow account
Company Response:
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A