Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I changed my homeowner 's insurance around XX/XX/XXXX. My Mortgage company ( Mr. Cooper ) sent my new payment to my new insurance company on XX/XX/XXXX for the amount of {$770.00}. However they sent the payment to the wrong account number. On XX/XX/XXXX my insurance company cancelled my coverage due to lack of payment. When I discovered this I contacted Mr. Cooper in an attempt to resolve this. After going back and forth I finally just created a new policy on XX/XX/XXXX and asked Mr. Cooper to get my {$770.00} back from XXXX XXXX. Mr. Cooper then sent me a note stating that since I did not have coverage from XX/XX/XXXX to XX/XX/XXXX they would purchase a more expensive policy for me to cover the lapse. I called them and stated that since the mistake was not my fault, that I should not pay for the insurance. The representative told me that when the payment was taken out of my escrow account I should call back and dispute the payment. On XX/XX/XXXX and additional {$680.00} was taken out of my account to pay for this insurance lapse. I called Mr. Cooper and they said they would refer this matter to their " research department '' and that it would take 7 to 10 days to resolve. It has now been 10 days with contact or resolution to the issue. I have called several times and have had to explain this scenario to a new customer service representative each time. I was finally put in touch with an escrow supervisor who stated that this was an insurance matter and I would have to speak to an insurance supervisor. I was put on hold for several minutes and then my phone call was abruptly disconnected. I called back and was told that a supervisor was not available. The customer service representative left a message stating that a supervisor would call me back in 24-48 hours. At this point {$1400.00} of my escrow money ( the {$770.00} payment to the wrong policy and the {$680.00} for the lapse in coverage policy ) has been misappropriated from my account. I have called numerous times only to be told to wait another 7-10 days with no resolution.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In an attempt to refinance my home in XXXX, I contacted XXXX XXXX XXXX as a XXXX party. I spent a few months paying my mortgage through them, being told by Mr. Cooper offices that I could not speak with them directly anymore since I now have a 3rd party. A few months pass and XXXX XXXX XXXX has in fact not been sending my payments to Mr. Cooper on behalf me and I was being scammed. In an attempt to solve this problem I sent in a notice by e-mail to XXXX XXXX offices to remove XXXX XXXX XXXX from my account and to stop all contact with them immediately, on XX/XX/XXXX of XXXX. Instead this notice was clearly ignored for multi months on end until XXXX of XXXX, where I had to call them endlessly and send a second letter of notice. All the while they have continued to not accept my monthly payments and increasing my past-due amount up to {$19000.00}. And on the phone I am receiving conflicting information that this amount being shown on paper and online may be wrong and I might in fact owe up to, if not more than, {$20000.00}. They have forcible put me in a situation where they I could not possible pay my missed payments in time before a full foreclosure sets in. Mr. Cooper is actively attempting to prevent my from catching up on my mortgage after I have notified multiple times that I have been scammed and all forms of paperwork should be sent to me at the property address.
Company Response:
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went to the mortgage company website on XX/XX/2023 to make a one-time principal payment ( {$7200.00} ). When they processed my payment, they took out interest. I had already made my monthly payment on XX/XX/2023. I tried to rectify this with the mortgage company. They initially said wait 24 hours for the correction to their error. I did wait 24 hours and now they're they are telling me 3-5 more business days. That unacceptable. They already have my money ; they mis-applied the payment. That not a XXXX day fix.
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage payment on XX/XX/2022 was paid but then immediately reversed by the company Mr. Cooper. There was no communication sent to us regarding the reversal, in fact we only received email verification that our payment was posted. The next communication we received was on XX/XX/XXXX that our mortgage was in default but it was a message in their portal that we receive for every statement so assumed it was that. We paid it on XX/XX/XXXX thinking it was simply our XXXX payment. In XXXX, we realized that we were, in fact, behind a month on our mortgage. However, even so, our XXXX and XXXX payments were still made within 30 days, but we did pay late fees. We are currently trying to refinance our mortgage and in the final steps of the process were informed that a late payment was going to be on our credit report. I saw the payment and reversal on Mr. Cooper 's site with the payment activity. I called Customer Service and they informed me that in XXXX of 2022 they had a crash of their payment system and many customers had similar issues and some payments were reversed and the reason given was insufficient funds- which was inaccurate. I filed a formal request for the company to rectify this issue and have it removed from our credit report. But, the customer service department told me they were unable to submit anything to me in writing regarding their mistake and the research department that has the formal ticket has not responded to multiple emails from me. We are supposed to close on our refinance tomorrow and now have to wait for Mr. Cooper to confirm, in writing, that they made the mistake and will rectify it. Or, have our credited re-pulled, with the late payment on it, and likely have a higher interest rate.
Company Response:
State: NC
Zip: 27705
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Me. XXXXoper mortgage company has failed to pay my property taxes. I have called me copper 4 times and they had the wrong parcel number. I have provided emails with copies of my tax statement and they still have failed to pay my property taxes. I have received a delinquent tax form from my city. Mr cooper said they paid the taxes but could not prove payment and provided the wrong tax amount. Mr cooper then told me that the county was responsible for paying the late fees and that I would have to dispute the late fees with my county. I then was transferred to the compliant department on XXXX and hung up on while on hold twice. Mr cooper is now saying the taxes will be paid 3 months late and I will have to dispute the late fees.
Company Response:
State: WI
Zip: 53105
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have money in my escrow account at Mr Cooper they work with a company called XXXX they do all the escrow payments problem is no one can reach them by phone and only people from Mr. Cooper can type them a message and wait for a response sometimes it takes hours sometimes days they received bills for my taxes that were due on the bottom of the bills and tells you if its escrow or its non-escrow. In any case XXXX took the money out of my escrow and pay the sewer bill that I already paid because its my responsibility and not theirs. I was very disheartening to find out that weve got eight weeks to wait for them to correct the problem and put my money back in my account Ive made 15 attempts to get them to move it in faster and then Ive signed papers to try and do my own escrow myself because I never wan na deal with this again Ive always handled my own taxes and insurance without escrow. I will be sending you pictures of the Mr Cooper bill for my taxes so you can clearly see what was taken out and sedate I do not have it back in my account since mid XX/XX/2023 were in XXXX the middle of it right now. I dont want somebody holding onto my money and earning interest on it well I have to sit and wait for the end up back into my account if I wasnt on top of things Id forget about that and not go into it also XXXX XXXX app is not accurate when you go into looking at your escrow amounts and your mortgage payments its very confusing and they dont show where the money was taken out yet I got a bill that it was taken out I also have a friend that runs the tax office in XXXX CT and she asked me why I paid it twice thats what tipped to be off!! not Mr Cooper not XXXX and that strange how they werent going to tell me what they did with my account. I dont like it its unethical I dont trust them and I dont want their hands in my escrow account anymore I need help with this. Mr Cooper and employees do not seem to see the urgency and putting money back after they made a mistake and it wasnt mine.
Company Response:
State: CT
Zip: 06790
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MR. COOPER SERVICING PAYMENTS DOES NOT COMMUNICATE WITH THE INSURANCE SIDE EVEN WITH REPEATED EMAILS AND UPLOADS OF ISURANCE POLICIES TO ON THEIR WEBSITE. FIRST, I DO NOT ESCROW. MY FORMER HAZARD CANCELED XX/XX/2022. I IMMEDIATELY GOT A NEW POLICY, EFFECTIVE XX/XX/2022. MY POLICY HAS BEEN REPEATEDLY SENT BY THE INSURANCE COMPANY AND MYSELF TO MR COOPER. HOWEVER, THEY TRIED TO FORCE PLACE INSURANCE ON ME AND SENT A SMALL PAYMENT TO THE INSURANCE COMPANY WHICH DID NOT EVEN COVER THE POLICY BUT WAS SENT BACK BY THE INSURANCE COPANY AS I DO NOT ESCROW. THIS WAS CALLED TO THEIR ATTENTION ON BOTH SIDES OF SERVICING WITH INSURANCE. I RECEIVE EMAILS FROM INSURANCE SAYING NO FURTHER ACTION IS REQUIRED. HOWEVER, SERVICING STILL HAS AN ESCROW PAYMENT AND NOW LATE PAYMENT AND ARE NOW DAMAGING MY CREDIT. I HAVE BEEN WITH MR COOPER FOR XXXX YRS AND I HAVE NEVER BEEN LATE OR HAD ANY INSURANCE LAPSE. I HAVE RECEIVED EMAILS FROM THE INSURANCE SIDE THAT NO FURTHER ACTION IS NEEDED BUT SERVICING IS ADDING ADDITIONAL ESCROW PAYMENT AND NOW LATE FEES. I HAVE TRIED OVER AND OVER TO CORRECT THIS AND I CAN NOT GET ANYWHERE AND NOW MY CREDIT IS BEING DAMAGED. I WANT THIS CORRECTED ASAP
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage LLC d/b/a Mr. Cooper ( henceforth, XXXX Mr. Cooper '' ) forces you to be their good graces and does not allow payment prior to the due date when setting up an auto payment for your mortgage. Their website does not allow for payment prior to the due date, and their auto-payment policy says " The date that you choose must be within your grace period or your request to set up AutoPay will be denied. '' I do not want to be in their " grace period '', I want to be able to pay my bills before the due date as I would be concerned about the paper trail created. What if there is a dispute at some point between a payee and Mr. Cooper and they could say something that the payee " never once paid before the due date ''. This semantic thing going on with due dates, grace periods, and " The date that you choose must be within your grace period '' seems like an effort by Mr. Cooper to have leverage over there clients. What is the reason for preventing payment before the due date? Why would any company prevent payment before the due date? Money now is worth more than money later. Can anyone contrive a reason for this policy that is not an attempt to have one over on the consumer? Attached is Mr. Cooper 's auto-payment agreement, and a bi-weekly ACH application. I also have two letters they sent to me in response to my questions ( Letter 1 and Letter 2 ) that I will quote from, but am not including the attachments for anonymity 's sake. Notably : - Letter 1 mistakenly says that you can setup " any date '' for automatic payments. This is wrong. - Letter 2 suggests a work around to bypass some of the controls on the website that involves paying using a one-time payment before the month it is due and the immediately setting up a auto-payment that would pay a month before the due date. This work around fails on two fronts. 1. It is against the auto-payment policy. 2. It forces you to pay the XXXX through the XXXX of the month before the due date and not the XXXX through the end of the month. - The Biweekly ACH payment once again has the same issues. You can pay the early, but only if you agree to be making half the payment in the first half of the preceding month.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX mr cooper shows record of new loan no cash with a balance of XXXX many questionable transactions to date. XX/XX/XXXX payment show XXXX principal XXXX interest XXXX escrow XXXX XXXX XXXX escrow balance was XXXX XX/XX/XXXX hazard ins was paid XXXX escrow balance was XXXX ( multiple escrow payments and advances and adjustments from XX/XX/XXXX through date that are incorrect. XXXX balance escrow as XXXX XX/XX/XXXX escrow was credited XXXX leaving bal in escrow XXXX a debit on XX/XX/XXXX says disbursed tax county XXXX leaving XXXX balance XX/XX/XXXX credit and debit of XXXX for county tax but balance stays XXXX I lost job during covid was laid off and was suffering from XXXX XXXX and XXXX. During the time I was off and was not able to make payments, I was harassed by mortgage company regarding foreclosure, I attempted to make contact as much as I could regarding this matter, pleaded with mr. cooper to help me and allow a forbearance that I was reading and hearing about to save my custom family built home. This was very overwhelming and I am still suffering undue stress and anxiety to date regarding. XX/XX/XXXX there were a couple payments made then I thought I was receiving a forbearance as discussed and payments were reduced which my understanding was I would be temp relived from these but that never happened.XXXX and XX/XX/XXXX payments made show in unapplied section on pmt history .I was mailed a signature page to sign which I thought was forbearance now I am told it was modification but we did not discuss modification only forbearance. I believe it was the month after I was told to make forbearance pmts that my account shows modification and I cant understand how that can happen no person ever discussed that and with the stress i was under loosing my family custom built home on the land my deceased father left me, was unbearable. I was willing to do what ever I needed to save my home on family land. I received letters and or calls weekly from and about mortgage to the point of XXXX XXXX and loss of sleep and deep XXXX, I am still struggling with. There are many things in between all this that does not make sense and does not add up. my balance was XXXX XX/XX/XXXX each pmt that was actually applied took almost double the interest than principal, as of XX/XX/XXXX mr cooper showed payoff no cash out transaction total amount of XXXX i have a letter dated XX/XX/XXXX showing a servicing transfer to XXXX XXXX XXXX with current unpaid balance being stated as XXXX I also have another letter dated XX/XX/XXXX from XXXX that I owe XXXX I have had someone look over this information and help me compile this info this far, however she nor I am able to fully make sense of what they have done. I have conflicting documents and thought I was in a forbearance which they are saying is a modification which I would never have agreed to the terms of. I have document that were requested that normal initials should be on the bottom of each page and there are none, but my signature is on the last page. I have requested they not call me due to the amount of permanent damage mentally and emotionally with the letters and phone calls multiple times per week. Which they have not adhered to. I am seeking justice in the wrong doing of Mr. Cooper and XXXX XXXX XXXX for taking advantage of a consumer during a recession, state of emergency, and national crisis. I made payments to catch up on past due which does not show a reduction in loan there is a payment of XXXX and they still show my balance increased. I am prepared to file complaints with every state and federal agency available and will be seeking legal consul if needed in this matter. I have tried to touch on the things, but know i have left out details I am sure you may need. I am gathering phone records, bank statements recordings, and mailings for supporting documents in this matter. I have been harassed, taken advantage of my lack of financial knowledge on the matter, and pressured to the point of XXXX XXXX. This is a violation of federal consumer rights under different codes, and is why I seek your help in this matter.
Company Response:
State: WV
Zip: 264XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My original mortgage was brought out by Right Path Servecing and when the mortgage got transferred to the new company I had signed a loan modification with the original lender. After 9 months of waiting for all the paperwork to get updated to their system they are now telling me that they have denied my loan modification and Im now in foreclosure. I have attempted to make my payments on time but they will not let me make a payment. They have ruined my credit along with my wifes credit because they reported my mortgage has past due.
Company Response:
State: FL
Zip: 32305
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A