Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My lender ( Mr Cooper ) failed to provide payment to my condo insurance policy back in the XXXX half of XXXX. This resulted in my being dropped & having to find another insurance company, put my escrow into the negative, and raised my monthly payments to Mr Cooper ( over $ XXXX ). I was told by Mr Cooper to pay this new amount until they could do an offsite analysis and return my account back to before the incident. After months of calls, emails and promises to " figure things out '' by Mr Cooper, I'm still waiting and over-paying. At the end of XXXX, I received a new bill reflecting an even greater monthly payment and substantial negative escrow balance ( over {$1000.00} ). After months begging Mr Cooper to get things back to normal, I made an additional {$1000.00} payment on XX/XX/XXXX to be paid to XXXX to abate further problems. They applied that money to Principal instead. It took weeks to resolve their misapplication of my payment. And I'm still in the negative. I keep getting told by the many Mr Cooper representatives trying to " figure things out '' that they are on my team and trying to resolve this. But their mistake continues to coast me money. Mr Cooper explains it ran another, early offsite XXXX, re-evaluated my property taxes ( this is supposed to be done in XXXX, not now ), and my new monthly payment is {$1300.00}. If not for their first mistake ( not making my insurance payment ) I would not be paying this new amount until XXXX when Mr Cooper runs its annual analysis. Additionally, if the analysis brought my payment to {$1300.00}, then I have been made to overpay this new amount for the past several months and someone owes me a reimbursement of that over-payment. None of this is resolved. only " escalated '', then silence until another bill is due. I have come to learn that this is a common occurrence. It needs looking into. My money is being stolen/ extorted from me by Mr. Cooper XXXX I could use some help.
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Mr cooper about trying to get out of covid-19 Forbearance It's been ready hard to make my monthly payments so after so long I was happy to be able to get back on track. After talking to customer service on a recorded line I was assured that the payments will not pass my monthly payment of XXXX and that all the money owned can be added to the back of my home loan and that there would be a Monthly trial period for the first 3 months that I would need to make on-time payments, I asked if it couldn't exceed my original monthly payment she assured me that they will not it would be low to help me get out of trial period. so I was approved for the trial by underwriting but it came back as XXXX cents which I can't make a one-time payment on, I asked if I can make two payments seeing that I get paid two times a month and they told me no and I can't make a one-time payment of XXXX cents so I can't get out of forbearance. I called them and explain the problem and was told that a manager will call me.
Company Response:
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper misapplied my mortgage funds and due to that misapplication, my credit score was negatively impacted.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When our mortgage got transferred to Mr. Cooper, they did not transfer our insurance documents. They failed to notice that this information was missing from our account for an entire year. They sent us a letter stating that our coverage was delinquent which was false, and to update our home insurance information. In accordance with the instruction provided we uploaded our policy to mycoverage.com/mrcooper and received notice that our policy was up to date. Mr. Cooper, without informing us, then purchased a duplicate policy from the policy we updated paying for this out of our escrow. We are now effectively paying twice for the same policy. In an attempt to address this issue we spent hours in cyclical IVR questions before finally being able to talk to a human. The individual said it was XXXX, our insurance company, who had REQUESTED that our insurance be paid through escrow. When, speaking with out XXXX agent, they explained this was false, they had no direct communication with Mr. Cooper, there was no need to pay through escrow, and that Mr. Cooper had failed to add themselves to the policy when the mortgage transitioned from Nationstar. Now, after again hours and multiple attempts to reach a representative, we have not been able to speak with/contact a human being, leaving us currently paying twice for an insurance policy we bought independently. This issue is ongoing as we have not been able to talk to anyone.
Company Response:
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2023-03-17
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: Dear Sirs, I wish to report a complaint about a mistake by the Mr. Cooper mortgage company has made on my mortgage. We always pay a normal house payment that includes, principal, interest, taxes, and insurance every month to be applied to the upcoming month... example : we pay for XXXX 's house payment at the end of the preceeding XXXX, XXXX is paid at end of XXXX, XXXX is paid at the end of XXXX, etc. On XX/XX/XXXX for this year, we sent our NORMAL, regular house payment for XXXX as is our normal methodology. For an inexplicable and admitted mistake, Mr. Cooper took our full XXXX payment and decided, with no direction or input from us, to apply the entire amount to principal ( pay-off ), then later in XXXX sent us a note that we had not paid XXXX and were late and were being charged a late fee. No, we sent XXXX payment as is our normal custom on XX/XX/XXXX, on-time, to be paid for the month of XXXX. Then when we discovered that they said we had not paid for XXXX we called to prove to them that we did pay it. That is when the customer service lady admitted that a mistake was made and it was all applied to principal. I figured they could then remedy this situation. Instead they gave me the sad song there was nothing they could do and I should report the problem to their complaint email of XXXX. I did in fact make such a complaint letter and sent it off electronically XX/XX/XXXX. Also earlier that same day of the XXXX we sent in our normal house payment for the month of XXXX on XX/XX/XXXX but they applied that for XXXX, effectively making me now late for XXXX, even though we paid it XX/XX/XXXX. I sent them a letter as directed by customer service on XX/XX/XXXX. To date, they have not acknowledged their mistake, taken any action to explain their lack of resolution, they have ignored making response to my letter of complaint. Tonight I called them to ask for updates but the line said wait time ( at first ) was over an hour and then later during the hold time it was moved to more than 2 hrs. I waited on the phone until XXXXXXXX XXXX cst at which point the line deliberately disconnected from their end with no announcement and XXXX full minutes before the cut off time of XXXX cst. I immediately called back before XXXX and they reported they were closed. Regrettably their actions are a financial hardship and should be easy to remedy but to date I have been ignored. For this reason I am seeking your assistance to lodge a complaint to seek remedy.
Company Response:
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For more than a year I have been trying to get current on an alleged missed mortgage payment with Mr. Cooper. For more than a year I have followed their instructions and directions to get current and now that the account is technically current Mr. Cooper is unwilling to do what is necessary to resolve the delinquency. In response to the letter received by Mr. Cooper dated XX/XX/2023 RE : Funds Received Suspense Notice : I have performed my due diligence and I have paid the outstanding balance in full. The outstanding balance that Mr. Cooper is looking for, by their own admission, has been split between surplus escrow and unapplied funds accounts, which has been disbursed by Mr. Cooper as they deem appropriate to their monetary advantage not the clients. The money in these accounts is my money, not Mr. Coopers. However, Mr. Cooper decides how and where to distribute funds while trying to make a profit off of my distressed situation. I have done my due diligence per the direction and information provided by Mr. Cooper and Mr. Cooper alone has the ability to bring my account current with my money that I put into the account but refuses and is unwilling to do so and instead is attempting to collect frivolous fees while sending threatening letters of foreclosure to a XXXX an XXXX Veteran. This is predatory and it is being practiced on those less fortunate with the least number of resources to fend for themselves. As of XX/XX/2023 according to Mr. Cooper in the letter sent XX/XX/2023 RE : Funds Received Suspense Notice the total balance required to bring the account current is : {$3100.00} : That has increased {$120.00} since XX/XX/2023 As of this date XX/XX/2023 the Unapplied Balance is currently : {$1500.00} As of this date XX/XX/2023 the Escrow Balance is currently {$2900.00} As of this date XX/XX/2023 the total balance in the Unapplied and Escrow accounts total : {$4500.00} To bring account current it being requested that Mr. Cooper reconcile the account. o Total Balance Owed : {$3100.00} {$1500.00} [ Unapplied Bal ] = {$1600.00} remaining to bring account current it would be prudent if Mr. Cooper recover remaining balance from the Escrow Account o Escrow Balance {$2900.00} - {$1600.00} [ Remaining total from above ] = {$1300.00} reaming in Escrow Account The remain above balance is more than enough to maintain Escrow Account Minimum. I am in the situation because I trusted and followed Mr. Cooper instructions, it is upon Mr. Cooper to correct this. MR. COOPER HAS THE MONEY DO THE RIGHT THING.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 I logged into my account with Mr. Cooper online because I wanted to update my autopay amount. I noticed that the next scheduled autopayment was for XX/XX/XXXX and no payment activity, either pending or cleared, for XX/XX/XXXX was listed anywhere on the account. Not wanting to miss a payment due to a website error, I made a payment for the month of XXXX in the new amount I was intending to increase my autopay to, and then also changed my autopay amount, setting it up to start on XX/XX/XXXX. That payment cleared XX/XX/XXXX on my checking account. Then, later that evening, another payment for the old autopay amount was deducted from my checking account. To my knowledge, at that point they were not authorized to make that payment. I called the company on XX/XX/XXXX to request a refund. After communicating with the rep and getting a transaction history communicated to them on the phone through my bank 's automated teller, I was told that my refund request would go through and I would see the funds from the erroneous charge returned to me in 24-48 hours. On Thursday, XX/XX/XXXX ( 72 hours later ), the funds still had not been returned to my account. I called Mr. Cooper again, spoke with another representative. That representative told me the previous request had been rejected. No attempt to contact me about this rejection was made, so already there is a problem here. This time we got a representative from my bank on the phone with us to communicate a confirmation number for the funds withdrawn from my account in error. Once again, I was told that the funds would be returned to me in 24-48 hours. It is now Tuesday, XX/XX/XXXX, XXXX business days and XXXX calendar days later, and I still have not had my money returned to me from this erroneous charge, nor did I have any contact from Mr. Cooper telling me of any problem. I called once again, spoke with yet another representative, and they told me there was no record of my second request. Time I was told that the refund was issued by the person I was speaking to on the call and was given a confirmation number for the refund, but once again I am being told to wait 24-48 hours. I do not at this point have any faith that Mr. Cooper will actually return the money they took from me without my knowledge or consent. I can not imagine this is legal.
Company Response:
State: WI
Zip: 53562
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Good Afternoon ; This is the 2nd complaint I've sent for my prior mortgage with Nationstar/ Mr. Cooper because of the complete inaccuracy. My home loan payoff with Mr. Cooper ( attached ) payoff date through XX/XX/2023 ; The home loan Closed & Funded XX/XX/2023, wire waas sent to Mr. Cooper ; I called & they acknowledged all was good and payoff had been received. Several days later ( after payoff had been received the prior week ) the title company we closed with received a call that there was an approximaely {$1000.00} balance, for an escrow disbursement Nationstart/ Mr. Cooper made, which I paid the same business day. Please see attached payoff statement from Mr. Cooper/ Nationstar, Closing Disclosure, confirming home loan closed & funded XX/XX/2023. Nationstar/ Mr. Cooper making a disbursement several days after the home loan closed & funded does not make me 30 days late, on a home loan which closed and funded XX/XX/2023, using a Nationstar/ Mr. Cooper payoff quote, dated through XX/XX/2023. Finally, as of today, XX/XX/2023 my Credit Report still shows an updaid balance of {$470000.00} & a 30 day delinquincy, almost 45 days after receiving payoff. Completely unacceptable.
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX admits there was mistakes contrary to what she told you several times. Attached Note XXXX page two states XXXX is due to reinstate my loan. Please see 9Month. It states XXXX that {$48000.00} is needed to reinstate my loan. My payment is to be {$2600.00} 9 months of that equals {$23000.00} If we subtract that from the timeline ending XXXX {$59000.00} less {$23000.00} we get {$35000.00}. If anything XXXX made was accurate it would balance forward and backward. Here we see of 2 documents she produced one must be errant. No verbose statement fixes such an error.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In reference to previously submitted complaint XXXX Mr. Cooper indicated that the fee they are charging me is a recast fee that was provided by XXXX XXXX XXXX However, I have a statement from XXXX XXXX fromXXXX which shows that that fee was previously paid and therefore Mr. Cooper should not be charging me for a fee which I had already paid ( four years ago! ). Please reopen the previous complaint as not resolved or re-addess this issue in this one indicated that I I owed no balance to XXXX XXXX and thus owe no recast fee to Mr. Cooper. Update my account with Mr. Cooper appropriately.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A