Date Received: 2023-03-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: During the month of XX/XX/XXXX I contacted XXXX and explained I was having a financial hardship and I was looking for options to help me avoid missing a payment as well as damaging my credit history. I spoke with a representative, they reviewed my file and offered me the option of getting on a loan repayment plan in which they would apply my XX/XX/XXXX payment due to XXXX subsequent payment. They never verbally disclosed nor explicitly stated in their repayment letter which i have enclosed that would be hit with a 30 day late on my report. In fact, I have been charged late twice once in XX/XX/XXXX and again in XX/XX/XXXX. Additionally when I was enter into this plan my payment due date changed from a pay by date of the XXXX of the month to the end of the month.As you can see by my posted payments I have met these terms.Why are they allowed to offer me relief while still damaging my credit with late reporting s?????
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: During the month of XX/XX/XXXX I contacted Mr.Cooper and explained I was having a financial hardship and I was looking for options to help me avoid missing a payment as well as damaging my credit history. I spoke with a representative, they reviewed my file and offered me the option of getting on a loan repayment plan in which they would apply my XX/XX/XXXX payment due to XXXX subsequent payment. They never verbally disclosed nor explicitly stated in their repayment letter which i have enclosed that would be hit with a 30 day late on my report. In fact, I have been charged late twice once in XX/XX/XXXX and again in XX/XX/XXXX. Additionally when I was enter into this plan my payment due date changed from a pay by date of the XXXX of the month to the end of the month.As you can see by my posted payments I have met these terms.Why are they allowed to offer me relief while still damaging my credit with late reporting s?????
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Back in XXXX of XXXX, My mortgage company made a switch to Mr. Cooper. During the transfer, my automatic withdrawal that have been active since I got my mortgage back in XXXX, got cancled, making me massed XXXX and XXXX payments. Spoked to a Mr. Cooper employee who assured me that there was an error during the merging on the company back in XXXX, some documents wasnt crossed over properly, however, I wont be penalized due to the fact that it wasnt tmy fault. Caught up and brought my account current. Come to find out, my mortgage has increased by {$200.00} and change. Without me receiving any notification or communication. To my surprise, yesterday my credit scores dropped by almost XXXX. Mr. Cooper had sent my account into collection, without any warning or notification. Ive never missed a payment for the past XXXX. I want to resolved this. Ive made all the necessary payments, and i would appreciate if they ( Mr. Cooper ) removed the collection from my account. Cant be penalized for systematic error or lack of proper communication.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 19023
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sometime in XXXX, my loan got sold to Mr. Cooper from XXXX. XXXX I missed XXXX payment with my mortgage company. I was out of the country and forgot to pay my mortgage. I am still waiting for a phone call informing me of my mistake. Although they constantly harass me to refinance my house, and I have declined multiple times. XXXX Make the total payment of the account and put it in good standing since I had the money to do that. XXXX Mr. Cooper increased my payment from {$2500.00} to {$2700.00}. I called, and the second representative told me to submit my documents from my house insurance showing that I made the payments and have been with my insurer since I bought my house in XXXX. ( XXXX XXXX through XXXX ) and I have always made every payment. I have all the electronic receipts. I submitted all the documents, which were sent under review, and have yet to receive an email or follow-up information about my submission, so I assumed everything was fine. XXXX I called because I was trying to make my payment, but I noticed that the amount was the same, so I called to see what was happening. Another customer services representative said that my account was not allowed to have escrow because I missed XXXX payment. However, my insurance payment is paid all to XXXX. I asked to talk to a supervisor. After XXXX minutes of waiting, they hang up the phone. I called several times after, and I tried to reach someone. The call is mute, but the phone call is active. I have screenshots and a video of the phone call to Mr. Cooper. It appears to me that they have flagged me since I requested to speak with a supervisor. They have also assumed that my property taxes will increase by {$1000.00} when the average increase for my property taxes in the last XXXX years has been {$220.00} per year.
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my mortgage since XXXX, Mr Cooper is the current lender. When they sent pay off to the new lender they said there was a HUD lien that needed to be paid off. There is no lien to be found under that case number, under my name XXXX XXXX, address XXXX XXXX XXXX, XXXX. The loan company that held the loan previously doesnt have any information either.Mr copper has failed to produce information to support this lien XXXX I lost my locked interest rate as well as {$80000.00} equity that I was to get at closing. It has been two months now and neither the loan company nor I have been able to getMr Cooper to give us the information we need to resolve this issue. Because of their inability to resolve this I was not able to close my refinance and can not afford to do so now with the current interest rates. These individuals can assist in giving you information regarding this claim XXXX, XXXXXXXX XXXX XXXX XXXX.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Gentlemen : XXXX XXXX XXXX XXXX I purchased my building at XXXX XXXX XXXX, XXXX, IL XXXX. As I neared the end of my mortgage time, the debt collection company XXXX as Mr. Cooper bought my mortgage. As result I have had numerous problems and concerns with the handling of my mortgage and I recognize that I am a victim of Predatory Lending Practices. The latest in a long string of concerns involves information that I just recently received stating that Mr. Cooper added {XXXX XXXX to my mortgage for hazard insurance that they purchased to cover them only, at my expense. I purchased insurance for my building with XXXX XXXX XXXX years ago, which Mr. Cooper paid from my escrow account. XXXX XXXX reports that Mr. Cooper did not pay the full amount resulting in the lapse in insurance coverage effective XX/XX/XXXX. I received notice from XXXX XXXX that Mr. Cooper did not pay {$150.00} of the total amount that was due and that the balance would be turned over to a debt collector. I immediately paid the balance and updated insurance coverage on my building on XX/XX/XXXX. Regardless, on XX/XX/XXXX, XXXX and XXXX I receive emails stating that Mr. Cooper had purchased hazard insurance in my name. I talked to a Mr. Cooper representative about this and they stated that I do not have insurance and that is why they made that purchase. However, on their own site it indicates that I do have an active policy that is current. My mortgage balance was less than {$26000.00}. Now {$14000.00} has been added on bringing my balance to over {$40000.00}. I have worked very hard to pay for my building and I cant help but feel that Mr. Cooper is working very hard to steal it from me. I am asking you for an immediate thorough investigation and help with this matter. I am sure you know that the troubled predatory Nation Star is now the same rebranded as Mr. Cooper. Thank you in advance for your time and attention. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I started a 12 month forbearance plan due to having trouble paying my mortgage due to the covid-19 pandemic. XX/XX/XXXX I was approved for a loan modification ( 3.125 % ) and partial payment. I received the documents and at the same time, XXXX was determined that I was eligible to get foreclosure assistance due to the covid pandemic. I called Mr. Copper and asked if I should do the modification first of allow the relief funds to go through first. I thought that once the {$30000.00} payment from XXXX went through, the amount that I owed would go down and therefore the payment would be different. The Mr. Cooper representative agreed so I waited until the {$30000.00} in funds went through before signing the final loan modification paperwork. Immediately after the XXXX funds were received, Mr. Cooper said that I was no longer eligible for a loan modification due to my loan being current. I could start a new one but it would be at a significantly higher interest rate. I filed a complaint with the CFPB on XXXX ( # XXXX ) because I felt as though Mr.cooper/XXXX should honor the terms of the loan modification that I was approved for. XXXX I received a phone call from a lady named XXXX that had good news that they accepted the original terms of my loan modification and I would be receiving the paperwork in the mail shortly to sign. Once I got the paperwork, there were a gambit of numerical errors that I felt were meant to pull the wool over my eyes and be incredibly deceitful but after some back and fourth, I finally received the proper documents. I signed the documents XXXX and they were counter signed on XXXX. I have attached the counter signed documents showing that my new monthly mortgage payment would begin XXXX and it would be {$1700.00} and have an interest rate of 3.125 %. I called and emailed in both XXXX and XXXX to attempt to make my payment but they were only able to book loans 1 day each months and everything was good. I received a call on XXXX stating that I needed to submit {$5500.00} for XXXX, XXXX and XXXX payment. I said that I did not have {$5500.00} and I was told that in that case, I would need to do a new modification. At that point, the average interest rate was 7 % rather than the 3.125 % that I was approved for twice. I filed a 2nd CFPB complaint on XX/XX/XXXX ( # XXXX ). According to the response, I needed to pay the {$5500.00} for the loan to book. Which is untrue. I have attached the countersigned loan documents and they state that the interest rate changes XXXX and the loan modification is in effect at the time the modification is countersigned which was XXXX. I was going to continue to fight this with Mr.CooperXXXX however XXXX in XXXX, I received a letter from XXXX saying that I may be eligible for pandemic mortgage relief. I emailed the group at XXXX to make them aware that the modification should already have gone through, however, since they were being difficult, I will be receiving additional funds from XXXX to cover what was originally asked and I expect that everything should be squared away once those funds are received. The XXXX deposited {$27000.00} on XXXX Mr. Cooper and XXXX are still refusing to move forward with my load modification that I have been approved for TWICE already. They are stating that the loan modification was not booked/completed due to me not making the {$5500.00} in payments in XX/XX/XXXX. I refuse to make any payments at all until I had a valid invoice/statement with the correct interest rate and Mr.Cooper/XXXX is saying that XXXX need to pay {$5500.00} to be able to be given documentation with my interest rate that I was already approved for. Please review the countersigned notarized document by myself as well as the vice president of XXXX mortgage. My expectations would be that my interest rate be lowered to 3.125 % and since there has been a {$27000.00} payment from the HAF, I would assume and expect that my monthly payment would be lower than {$1700.00} that was previously quoted. The loan modification document states that as of XX/XX/XXXX ( regardless of any payments ) my interest rate will be modified to 3.125 %. Thank you.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a {$5000.00} payment to the money source company. Before they transferred the mortgage to Mr Cooper. Now Mr Cooper will not acknowledge the {$5000.00} payment on their side. I have proof of payment from XXXX. Please help.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, I received a Loan Modification with Partial Claim on XX/XX/XXXX from XXXX Bank. My new terms were payment of PITI {$2500.00} with 5.125 % interest rate term of 480 months with Maturity date XXXX/XXXX/XXXX. There was a Quit Claim Deed removing my ex-husband from the deed. I signed the modification agreement which only had my name, returned it to XXXX and it was executed by them. I received a copy of the executed document back. My first payment was made to XXXX on XX/XX/XXXX with the amount of {$2500.00}. Shortly after that, I received notice that the loan was transferred to Mr. CooperXXXX in XXXX the following payments of XXXX & XXXX were made to and accepted by Mr. Cooper. Then in XXXX & XXXX they did not accept my payments. I was at that time informed that there was an issue with XXXX not giving the entire agreement to Mr. Cooper. I was previously working with a housing counseling agency XXXX XXXX XXXX XXXX ( XXXX ), so I turned to them again for assistance with this matter. So, on XX/XX/XXXX, XXXX XXXX from XXXX reached out to Mr. Cooper & was informed by the rep XXXX, that the modification agreement signed by XXXX had an error. At which time she advised that the Executed Modification Agreement should be honored, and I was conferenced on the call to make both XXXX & XXXX payments which I did right then & received a confirmation number. I also set up an automatic payment for the month of XXXX which on XX/XX/XXXX, the payment was withdrawn from my checking account. Thinking everything was settled, I felt all was back on track. When I went to make my XX/XX/XXXX, it was not accepted. Since then, XXXX XXXX ( XXXX ) & I have escalated the issue with Mr. Cooper and working with XXXX at the escalation dept. We were now informed by Mr. Cooper the issue was that my ex-husband 's name was not on the XXXXXXXX Executed Modification Agreement and that his name needed to be on there. So, they were going to re-issue the agreement to include his name ; however, when I received the documents with my ex-husband 's name now, there was only a Partial claim, the Loan Modification portion was missing. We also noticed the maturity date and the amount of partial claim amount were different from XXXX. This was brought to the attention of XXXX XXXX escalation team ) and we are still awaiting a response. I have spent XXXX, XXXX XXXX and XXXX trying to resolve this issue. Numerous phone calls were made by XXXX XXXX and myself to have this issue resolved and thus far still won't accept my XXXX & XXXX payment.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NY
Zip: 10512
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar services the second trust deed on this home. I have requested a payoff multiple times and Nationstar states they do not service the loan or find it in their system. Nationstar needs to find the loan and send me a payoff or send me a lien release so I can close escrow on the sale of my home. If someone at Nationstar would just do their job and look at the facts and see that Nationstar took over the service of the loan only a few short months ago, I wouldn't have to file a complaint with the CFPB to pay them money. Unbelievable. Please deal with my real estate broker, XXXX XXXX, at XXXX and phone # XXXX. He has asked you for this repeatedly.
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A