Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were notified that our mortgage servicing company was no longer going to be XXXX, and instead was going to be Mr. Cooper the end of XXXX. XXXX transferred the amount left in our Escrow of {$550.00} on XX/XX/XXXX. Fast forward to XX/XX/XXXX, and we received a notice from Mr. Cooper saying that we had a SHORTAGE in our escrow account in the amount of {$570.00}. To which our payment would be going up from {$750.00} to {$810.00}. Of course, on the notice, it states that shortages are likely caused by an increase in taxes and/or insurance. We had no change in either. Upon further inspection of the Escrow Account Activity that they included with this, they were showing our Starting Balance in our Escrow Account as {$0.00}. There was no credit whatsoever for the amount transferred to them by XXXX. On XX/XX/XXXX, I reached out to Mr. Cooper to ask how we were short, and why our payment was increasing when there had been no increase to taxes, or insurance. At first the woman tried to state there had been an increase in taxes. I told her that was not true, because I had already contacted our local municipality and verified that our property taxes did not go up. I also told her that it was concerning that they were showing a {$0.00} starting balance on our escrow account activity. I told her that XXXX had sent them the remaining funds in our escrow account in the amount of {$550.00}. She told me she didn't see that. She put me on hold while she had her supervisor look into it. I told her the funds were disbursed to Mr. Cooper on XX/XX/XXXX. After being on hold for a while, she came back on to tell me that her supervisor did " find '' the funds that were transferred in the amount I had told her on the date I had given her. To which I said, " So, there should be no change to our payment then, since we were truly never in the negative? '' Her reply was " Yes, the payment is still going up to the {$810.00} ''. I told her I still wasn't understanding how the payment was going up, when the supposed " shortage '' never existed to begin with. She claimed that this is based on their projected shortages. Again, there shouldn't be a shortage when neither the property taxes nor insurance has increased. I have seen other horror stories online regarding this company and their dealings in the past for not crediting payments properly, etc. I am frustrated that their increase to OUR PAYMENT is based off of their INCORRECT math. She did email me a copy where it shows that they did an " escrow correction '' to reflect the {$550.00} received by them from our previous servicing company. However, this is completely unacceptable. If the amount was reflected properly the first time, our payment would've never increased. And my concern is if we pay the increased amount when they can't even record a payment received properly, what are they going to do with the excess? XXXX it? Unacceptable.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is an additional complaint f rom the two previous filed complaints. In regards to the timeline Mr. Cooper provided, I would request a call log and recording history be reviewed regarding our mortgage. As of XX/XX/XXXX, we personally made SEVERAL phone calls to Mr. Cooper to follow-up regarding the status of our account in order to resume payments since Mr. Cooper took over the loan during the partial claim transfer. During this time, we were told that MR. COOPER would be sending us NEW partial claim documents that would be in the name of Mr. Cooper instead of our previous service provider. We were originally told that Mr. Cooper would not be able to accept any of the document addressed to XXXX, the previous loan provider. XXXX also told us to wait on sending in the partial claim documents since Mr. Cooper would need to send new ones and since XXXX transferred the account, there was no need for the documents to be sent to XXXX. After a few weeks of no status change, a different representative told us to go ahead and mail the original partial claim documents to Mr. Cooper anyways in hopes to speed up the approval process. During this time, we attempted several times to make payments on the account. As stated in the last claim, the documents were successfully mailed and received in XX/XX/XXXX. Due to this lengthy approval process, we were informed that the partial claim would now extend for the month of XX/XX/XXXX and payments would resume as of XXXX. At no point during this approval process did Mr. Cooper contact us and notify us of UPDATED payment amount due.
Company Response:
State: OH
Zip: 45342
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We accepted a COVID forbearance from XXXX XXXX XXXX in XXXX. We were never told about any second step -- meaning modification. XXXX told us the amount would be put on the back end of the loan. XXXX sold our loan to Nationstar, serviced by XXXX. In XX/XX/XXXX, we received a loan modification proposal from RightPath, and we did not request or have any prior discussions with RightPath. When we spoke with our then-agent, he said a loan modification never was done on our loan. This was the first we heard of any type of modification. I contacted XXXXXXXX XXXX and an agent told me that XXXX XXXX XXXX claimed they modified the loan. We told the RightPath agent we wanted to research the modification issue. Recently, we received a letter from RightPath stating we had not completed a modification and with no mention of our conversation with the agent. We subsequently received a letter from a new agent for our account. We are very concerned that our account was mismanaged by XXXX and that XXXX may have sent inaccurate information to Nationstar as part of the sale of our loan. We have a payoff letter from XXXX last year that included all totals. The current balance shown on potential modification documents would negate a year 's worth of payments made by us. We are specifically concerned about the possible mismanagement of COVID-related monies on behalf of XXXX. We need absolute clarity on the issue and tried many, many times to get straight answers from XXXX to no avail. This issue has extended to Nationstar. We are prepared to hire legal assistance.
Company Response:
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Early in XXXX the escrowed insurance company was pulling out of FL & it took me a bit to procure new insurance. Insurance was paid by Mr. Cooper XX/XX/XXXX. XXXX months later I was informed because my name was not on the mortgage, we needed to submit documentation that the courts had awarded me the estate and changed the deed. Which I did on XX/XX/XXXX. Fully understandable and not an issue. The next statement showed the estate of my mother c/o of me, but they mispelled my name. I didn't think anything of it until they added {$6500.00} worth of force placed insurance onto my account in XXXX when doing the escrow audit. After multiple calls to multiple departments being told numerous time 7-10 business days to correct, nothing is corrected. 7-10 business days to correct their error in typing my name is insane. Then another 7-10 business days to possibly correct the {$6500.00} in forced insurance that should not have been there. In the meantime they have added {$540.00} per month in unnecessary insurance causing my payments to be 60 days late with unapplied funds. 7-10 business days to fixe their errors in multiple ways is insane. Mr. Cooper should be held liable for the hours and stress they have caused. We are at the end of XXXX & still being told 7-10 business days to fix THEIR errors.
Company Response:
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, my mortgage was sold from XXXX XXXX to Mr. Cooper Mortgage. Our first automatic payment was made on XX/XX/XXXX. The following day, Mr. Cooper tried taking a 2nd payment to " ensure their were enough funds ''. They claimed that there was a " online web payment '' made by the customer ( me ). XX/XX/XXXX ( XXXX Bank record ) - Payment of {$2000.00} - Payment of {$2000.00} - Return of {$2000.00} We had to call our local bank to let Mr. Cooper know that the original payment had cleared and not been returned. The second payment caused an overdraft fee. The following month, 3 more payments were deducted from our account. Mr. Cooper continues to claim that online web payments are being made and that they are not responsible. XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Payment of {$2000.00} - Return of {$2000.00} XX/XX/XXXX ( XXXX Bank Record ) - Pending Payment of {$2000.00} We have not authorized or made ANY payments to our mortgage provider ( Mr. Cooper ), outside of the Autopayment that is arrainged. I've now attempted to resolve the situaion on XX/XX/XXXX via telephone with Mr. Cooper, and XX/XX/XXXX via telephone where we've reached out and called XXXX Bank to resolve any issues of payments. I've been unsuccessful and would now like to file a complaint against Mr. Cooper after seeing that there have been multiple lawsuits against Mr. Cooper and their billing practices.
Company Response:
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a condo in Florida in XXXX of 2021. My initial loan was serviced by United Wholesale Mortgage. I had no Escrow - I paid my taxes and insurance directly. There were no problems. In late XXXX of 2021, my loan was sold by UWM to Mr Cooper. I continued to pay my insurance and taxes directly. Mr Cooper had additional insurance added to my policy ( despite me sending them my current insurance information ) and they were suddenly charging me an escrow in the amount of {$2700.00}. I disputed this several times and they kept charging. I continued to provide proof of my insurance and payment of both my insurance and taxes. Since then they have sold my loan to XXXX ( who has been great ) - but they are still collecting an outstanding Escrow about that Mr Cooper claims I have. After the latest analysis- they are claiming an additional {$620.00} I would like to get this resolved - stop paying money that I do not owe and collect the years worth of overcharge payment. I call Mr Cooper - I wait on hold for hours, and am then cut off. If I do reach someone, I get transferred all over them place and am told they can't help me since they no longer have my loan. I appreciate your attention to this matter.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I checked my mortgage account with Mr. Cooper and saw that my mortgage had gone up and my escrow balance was in the negative. They force purchased insurance on my behalf even though I pay for my own home insurance out of pocket annually. At no point did Mr. Cooper call me, email me, send me a letter, or an email informing me that they seem to have misplaced my insurance information and need me to submit it. They just force purchased super expensive insurance, billed me for it, and hoped I wouldnt notice. I have reached out via phone and can not get ahold of a human being to insure these charges are reversed. I can submit my updated mortgage info, but there isnt any assurance that I will be refunded the money they stole, only that eventually I will stop being billed for the insurance they took out.
Company Response:
State: WI
Zip: 53095
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was denied for a Home Retention Option due to the fact my investor does not participate in a loan modification program. XX/XX/2022, I was approved for a Trial Plan Modification. In the trial agreement it stated that I had the ability to Appeal the trial plan within the deadline. The reason I appealed the trial plan modification was because I felt there was financial information that was misunderstood that lead to a substantial increase in my payment. I spoke with a Mr. Cooper representative that advised that if we wanted our trial plan reviewed a second time to submit proper documentation and they would consider it and that the Trial Plan would not be compromised. They also stated that if my appeal was denied that we would be granted to opportunity to meet the initial trial plan offered. We went through the appeals process and Mr. Cooper acknowledged that it would take 30 days for the appeal review to be completed. XXXX XXXX XXXX we were advised that the appeal process was reviewed and that no changes were going to be made to the trial plan approval. I was also advised that the trial plan was removed before the appeal review was completed due to the fact that we did not make the trial payments even though we were told that we were not required to while in appeal review. The rep also stated that we should have been afforded the opportunity to make all trial payments but because it was already removed, that we simply just needed to re-apply. Without hesitation, we followed the representatives request to have the trial plan reactivated so that we can perform on the plan. Several submissions where sent to Mr. Coopers modification department to only be turned down over and over again with the most recent reason that my investor does not participate. I am not requesting nor do I need a reduction in my payment. I simply need an opportunity to retain my home. My financial information supports the ability to not only afford my current payment, but also an increased payment which would be clearly warranted and financially supported. I am requesting that the trial plan offered XX/XX/2022 is presented as we did everything that Mr. Cooper expected not realizing that exercising the right to appeal in the Trial Plan Approval would led me down a path to no opportunity to maintain my home. We were also impacted by COVID and despite advising of this, we were not granted or offered any relief.
Company Response:
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: It's been over 30 days and the creditor has not updated the information nor has provided proof or documentation in regards to a late payment. They have not supplied this information and they must delete the alleged late payments on my credit report. Under Federal law, they had 30 days to complete the investigation and by failing to do so, the item must be removed from the report as soon as possible.
Company Response:
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Problems started in XXXX of XXXX when Mr. Cooper bought the rights to service my mortgage from XXXX XXXX XXXX. My mortgage was just getting ready to come out of pandemic forbearance. XXXX XXXX XXXX sent me loan modification to fill out and return to XXXX XXXX XXXX before XXXX of XXXX. All paperwork was returned to XXXX XXXX XXXX signed and dated before XXXX XXXX. XXXX XXXX XXXX sent the paperwork to Mr. Cooper. XXXX was received by Mr Cooper XX/XX/XXXX, according to a call center employee at Mr. Cooper. Mr. Cooper failed to process my paperwork. In XX/XX/XXXX Mr. Cooper sent me a letter saying they would not offer me a loan modification, Mr. Cooper stated I had not filled out and returned the required paperwork, Mr. Cooper never sent me any loan modification paperwork, all loan modification paperwork was sent by my previous loan servicer, XXXX XXXX XXXX which was forwarded to Mr. Cooper who admitted receiving said paperwork. Mr. Cooper had also sent a representative to snoop around on my property, which makes it appear Mr. Cooper was going to illegally try to foreclose on my property. I contacted the MHDC, Missouri Housing and Development Commission to apply for a grant from the SAFHR program to pay off my forbearance, SAFHR approved my grant and sent the funds to pay off my forbearance to Mr. Cooper. Mr. Cooper has received the grant money in XXXX of XXXX, but did not use it to pay my forbearance, they put that money into " unapplied funds, Mr Cooper phone employees have been kind and tried to be helpful, but nothing ever changes or gets accomplished. Mr Cooper phone employees have " escalated '' my account multiple times over the past year and a half but nothing has changed, and Mr Cooper has never contacted me by mail or email to get this matter resolved. It has caused me many sleepless nights worrying about my property and home. This illogical mess also caused my to miss out on refinancing when rates were at XXXX percent. In XX/XX/XXXX Mr. Cooper sent a false statement to my homeowners insurance stating my home was unoccupied, I have resided on this property and in my home for 20 years now. Hopefully Mr. Cooper won't fail to pay the homeowners insurance from the escrow like they are contracted to do. Sorry for the long read. XXXX XXXX ps hope you have better luck with Mr. Cooper than I have.
Company Response:
State: MO
Zip: 63139
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A