Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I issued a complaint concerning Mr Cooper mishandling of my escrow funds. Compliant ID : XXXX Mr Cooper 's response to the above mentioned complaint : After a thorough investigation into this matter, Mr. Cooper found that we disbursed funds in the amount of {$2100.00} on XX/XX/XXXX, to pay your County Taxes for the year of XXXX in error. On XX/XX/XXXX, we contacted the XXXX XXXX XXXX XXXX and confirmed that there is a refund available due to the duplicate payment. Please allow 30-60 business days for the refund to be received and deposited into your escrow account. We sent you a letter on XX/XX/XXXX referencing the above information. Since this loan originated in XX/XX/XXXX, a new Escrow Analysis will not be generated until XX/XX/XXXX. This means that your current monthly payment of {$2700.00} will not be effected by the duplicate tax payment. We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you have encountered. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers. Thank you for bringing it to our attention and allowing us to address it. LOAN NUMBER : XXXXXXXX XXXX* I received today XX/XX/XXXX in the mail from Mr Cooper an Escrow Review Statement dated XX/XX/XXXX. First the funds have not been returned to my Escrow account. And, 2nd they are increasing my monthly payment by {$170.00}.
Company Response:
State: AL
Zip: 35806
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX, two years ago, caused 90 % damage to my home. My insurance company XXXX XXXX XXXX became insolvent. XXXX turned my case over to a new company XXXX XXXX. Also, they appointed an adjuster to estimate damages. After a year and a half ( in XXXX it will be two years ) XXXX started releasing funds to begin repairs. A check needed to be endorsed by my mortgage company, Mr.Cooper. They endorsed the check, and I began repairs. The funds were not sufficient to finish repairs, so a supplemental request was made and approved by XXXX and they sent the check and it needed to be endorsed by my mortgage company. They are holding and have been holding the check for since XXXX, we are in XXXX. Mr. Cooper said that they can not release the funds because they do not have the necessary documentation to do so. The adjuster for XXXX says that everything necessary for my mortgage company to release the funds is in the package that I sent to Mr. Cooper, my mortgage company. I have sent an overnight package, with a self-addressed envelope, receipts and fotos of completed repairs. They said it is not enough. I also, faxed the necessary documents by way of XXXX XXXX and still they will not release the check. Their website is not user friendly. I have asked them to please not require me to use their website because it is not user friendly. I have asked them to deal with me by mail and by fax.
Company Response:
State: LA
Zip: 70001
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Reporting late payments. accordance to 15 USC 1618a ( 2 ) Exclusions.-Except as provided in paragraph ( 3 ), the term " consumer report '' does not include- ( A ) subject to section 1681s3 of this title, any- ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report.
Company Response:
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Right path servicing said I do not have the same rights as a borrower. A successor in interest can not sign a Covid agreement. They received a inflight Covid agreement from my prior Morgage company but they do not have to honor it. They know about 12C.F.R. 1024.31 but that is just some rights not the same rights as the original borrower. I can not make electronic withdrawal payments.
Company Response:
State: CA
Zip: 95660
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a financial hardship during Covid and am struggling to recover. Right path servicing posted today ( under miscellaneous ) a trial plan XXXX $ more than my original loan payment and an interest rate 2 1/2 points higher than my original loan. This was never sent to me by mail. The other posted letter says I have not made my trial payments and the agreement is void. I have never seen any agreement before this. I was ask to correct documents. I think Im being set up to fail.
Company Response:
State: CA
Zip: 95660
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX of XXXX, we were notified by XXXX XXXX ( our old loan servicer ) that our loan had been sold to Mr. Cooper is the midst of a loan modification with our first payment being due XXXX XXXX, XXXX. We made our first payment to XXXX XXXX on XX/XX/XXXX, which was placed into the suspense account and transferred to Mr. Cooper. In our last complaint, Mr. Cooper responded they properly applied our XXXX payment made to XXXX XXXX properly to our new account with Mr. Cooper. That being said, in XXXX, when Mr. Cooper finally booked our loan, a payment was lost through an accounting or fund allocation error, and we were notified we were due for two months of payments, although we had made all our payments on time. We submitted several complaints over the last nine months through conversations with several Mr. Cooper representatives saying they would look into the issue, fix it, and get back to us, with no phone calls ever received back other than harassing ones about our account being supposedly past due. Here we are supplying proof of all our payments since beginning our servicing with Mr. Cooper, including all bank records proving the payments cleared our account and were received by Mr. Cooper. This is indisputable evidence that an error has occurred and needs to be corrected. For a federally backed loan, an issue such as this should, firstly, never occur and, secondly, be addressed in a more appropriate and thorough manner. I am very disappointed that I, with minimal accounting experience, can see the error when professionals can not.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 494XX
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PROBLEM : MORTGAGE SERVICER MR. COOPER SHOWS AN ERROUNOUS XXXX XXXX ESCROW AMOUNT FOR YEAR XXXX IN DUPLICATE {$2800.00}. MR. COOPER HAS BEEN UNABLE TO SOLVE THIS DUPLICATE AMOUNT CITING THAT PARSELS AND AMOUNTS ARE CORRECT BASED ON TOWN WEBSITE. I HAVE BEEN IN CONTACT WITH MR. COOPER SINCE XX/XX/XXXX TO NO AVAIL. I AM CURRENT WITH MY MORTGAGE PAYMENTS. HOWEVER, THE SUBSTANTIAL AMOUNT OF ESCROW HAS INCREASED MY MORTGAGE PAYMENTS BY MORE THAN 10 % A MONTH CAUSING AN UNDUE HARDSHIP.
Company Response:
State: NY
Zip: 11580
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage payments. I called, emailed and mailed letters to the servicer for XXXX XXXX XXXX XXXX XXXX I applied for a loan modification 3-4 times in XXXX, I was denied 4 times for NPV. I appealed the decision and was granted a temp loan modification. I noticed that the Temp loan modification payment was very high, I assumed this was part pf the plan to get me caught up considering I had paid the servicer {$24000.00}, prior to being denied for the first 4 loan modification. I paid the 3 Temp loan payments that were {$4700.00} per month, which was not and is not my loan payment amount. On XX/XX/XXXX a loan packet was left on my porch, reviewing the detail the packet says I had until XX/XX/XXXX to return the documents, which made no sense to me seeing that I didnt receive them until late XX/XX/XXXX and they were left on my porch. how does this company give less then 1 week to return documents After reviewing the detail my fear was correct the loan payment increased significantly, I then noticed that the reason for the huge increase was because my loan that was good until XXXX, now says its due in XXXX, 10 years were removed from my loan. This is not a loan modification at all, so I called and spoke several agents who also cited this must be an error why would we remove the 10 years. I sent in 4 letters asking for clarification to be told in writing that this was not a mistake this is my new modification I respectfully declined the offer and asked for a manager via a phone call. Based on my research and in the servicers site it says that loan payments can be moved out to help the borrower stay in the home why am I being targeted with a huge increase due to this grotesque increase I am unable to afford my home. The payment increased by {$1400.00} so instead of paying what should be {$3100.00} or less the payment is now {$4700.00}, I am a retired XXXX year old senior citizen. I ask how is this a loan modification to help borrower by accelerating the payments. I am asking for a correct loan modification that is feasible and reasonable. My request has gone unanswered.
Company Response:
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: During Covid. I wasn't able to pay my mortgage on time. I reported to the Bank. National Mortgage ( Mr. Cooper ). and worked ok. 5 months later I went back on track and the Bank only offer was a modification. I applied for it, but at the end, they charged me the 5 payments with the modification, and double my debt. I had 20 years left on it at 4.75 % when rates were at 3.0 %. And they double the time to 40 years now with same 4.75 % rate, claiming that the 3 % was not an option for me. I think that they took advantage of the situation.
Company Response:
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our current mortgage lender ( MR COOPER ) claims we currently owe {$470.00} under " lender paid expenses '' originating from a charge from our prior mortgage lender ( XXXX ). Our prior mortgage lender claims the {$470.00} charge was waived before the loan was transferred to our current mortgage lender. Our current mortgage lender claims the fee was charged back after it was transferred ( they confirmed the fee was waived prior to transfer ). Our prior mortgage lender claims it was NOT charged back after transfer Our current mortgage lender refuses to waive the fee and says a resolution will occur if our prior lender pays {$470.00} or if we pay {$470.00} to the current lender. Our prior lender will not pay this amount as it says the fees were waived before transfer of the loan to the current lender. I have been trying to resolve this issue between the 2 lenders since XX/XX/23 via emails, calls, and chatbot. I have documented all correspondence in the following word attachment labeled " XXXX resolution attempts. ''
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A