Date Received: 2023-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX 2022 called Mr Cooper to advise job loss due to Covid , had obtained new job but would not have first paycheck for several weeks -Was told I would be placed on an agreed payment plan that would not affect credit, was instead placed on a payment plan that resulted in credit affected. -Advised payment plan installment must be called in to pay via phone -Paid via phone to then have an unauthorized automatic payment debited same week resulting in bank fees, several hours on the phone with Mr Cooper and Bank conferenced together. -Both debits were credited versus the intended 1, resulting in defaulting out of payment plan without consent. This was Mr Cooper processing error. -Placed back on a payment plan to correct processing error for additional 3 months -Questioned Mr Coopers new payment plan as the payment amount did not add up to the amount owed to catch up missed XXXX payment. -Mr Cooper assured on several calls that amount was correct. -Mr Cooper assured on several calls that notes were left confirming I was calling in concerned about the amount and confirmed amount reflected correctly for repayment plan -Amount was incorrect resulting in completing the repayment plan reflecting still delinquent. -Placed back on repayment plan and again, amount was questioned as this was too low. -Mr Cooper assured this is correct and advised they made note again that this concern was addressed. -Repayment plan completed resulting in still reflecting delinquent. -Contacted Mr Cooper again looking for resolution as the continued processing errors caused by Mr Cooper has had a direct and catastrophic impact on my credit score, credit limit, and placed a detrimental financial burden and strain being unable to afford basic living commodities.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: Complaint is against my current mortgage holder Mr. Cooper, a division of Nationstar Mortgage. On XXXX XX/XX/2023 I purchased a vehicle and financed a portion of vehicle price with a local credit union. Two days later I received multiple texts and emails from Mr. Cooper stating they saw another financial institution inquiry on my credit and want to know if Im working to refinance my house using another financial institution. The next day I received a few more text/emails offering to match whatever rates I get from the other institution. I communicated with Mr. Cooper customer rep via chat and explained that we are not on the market to refinance or do any other mortgage changes. My concern is I discovered Mr. Cooper is monitoring my credit without my consent, maybe allowed under FCRA but not sure? Second, they are using this information to gain unfair advantage over their competitors. Third, I was clear about my desire for these daily email/texts, and now calls, to stop but Im still receiving them non-stop.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been in the middle of a loan modification over a covid forbearance plan i was on, during the modification Mr. Cooper my loan servicer did not apply a payment correctly, this was corrected and I was sent documents to sign while I was on vacation with no notice of this. When I got back I called Mr Cooper and they told me it was OK as long as they are sent by the end of the month, which they were. My modification documents were received on time ( admitted in a recorded call by Mr Cooper ) and they told me to wait and do not pay for the month of XXXX yet. I waited and called again and they stated on a phone call also recorded by the company that they were sending new documents to resign and be patient. I continued to wait into XXXX when I called again, I was told to continue waiting. Eventually on XX/XX/XXXX I called again and was told that there are no new documents and that I need to just make the XXXX and XXXX payments for the modification to finalize. I made a payment to that representative for {$3000.00} as shown in my bank statement attached, in a recorded call again by the company, to go to the XXXX and XXXX payments. Days later my mortgage was transferred to XXXX XXXX XXXX. Now XXXX XXXX XXXX displays my XXXX payment as missed and are threatening to put me in collections. I had a three way conversation with Mr Cooper and XXXX on XX/XX/XXXX, recorded by both companies, to which I was told after an hour of the Mr Cooper representative looking into it that it clearly was paid but not applied, that it was instead applied to " bookings '' and that I should just pay the XXXX payment. I can not do this and my money is basically in limbo. I was told to send an email to address that I already emailed and got no response from. I have also attached the screenshot from the Mr Cooper employee showing my payments but not applied properly. Now as of XX/XX/XXXX MrCooper has responded to me with their final investigation and claims that a payment from XX/XX/2021 was reversed and this money was applied to that, but as I was in the covid relief plan there was no payments made at that time, so the money has effectively disappeared.
Company Response:
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 I made my mortgage payment to Mr Cooper aka Nationstar mortgage. I made a major error over paying my account # XXXX The payment was for {$1300.00} I made the huge error of paying them {$13000.00}. I notified them of my mistake on XX/XX/2023 By phone and ask for my overpayment to be returned. They said they would said it would take 3-7 business days.Did not get my money back. Called them a few days later. Was told to send a canceled check with the Banks information. Waited a few more days and called to ask where was my money. They Told me because it was over {$10000.00} dollars they needed a copy of my monthly statement which I faxed and emailed copies to the number that was given to Me. It is XX/XX/2023 and still have not received my money to Me. Please help me get my money back. Received my mortgage statement today they paid my XXXX payment. Put the rest of the money on my Principal.It cost me {$25.00} dollars to fax the bank statement to them at XXXX. Not to mention the cash advance from my bank.Called today was told the person handeling this now is XXXX XXXX her phone is XXXX Please Help Me XXXX XXXX
Company Response:
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay off Mortgage ( {$23000.00} ) to Mr Cooper /Nationstar Morgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) on XXXX XXXX. I send certified mail requesting Release of Lien ( Satisfaction of Mortgage ) .Never received answer.Various written, E Mails, Certified mail communication, no answer from MrCooper/Nationstar Mortgage XXXX
Company Response:
State: PR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Per XXXX XXXX and Nationstar ( attached affidavit total of claim ( s ) total of claims paid ) {$28000.00}. Currently the mortgage company states I owe XXXX XXXX but if we take the {$28000.00} above and per attached and add the missed payments since they would not allow me to make a month payment. That sum will not equal anything close to $ XXXX needed to reinstate my loan.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Reference is made to my prior to complaints that have been closed without addressing the underlying issue. The fact remains that my payments were missed because the Mr. Cooper mobile application made it appear as if ( 1 ) a transfer was reversed ; and then ( 2 ) a subsequent transfer was made. This how my payment history appears in both XXXX and XXXX. Based on the misrepresentation in your mobile app, it was my understanding that no further action was needed in response to the letter informing me about the initial transfer reversal.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2022 we were impacted by XXXX XXXX, in which we had damage to our roof and flooding. Due to the location of my home on a slope, water came rushing into my garage from the street. Since we are not in a flood zone, we do not have flood insurance to aid in the recovery and loss of appliances ( including the A/C unit and water heater ) and power. We contacted Mr. Cooper, who services our loan, and asked for some relief so that we could take care of the house and get back on track. At the time, Mr. Coopers representative stated that we could have disaster forbearance for 2-3 months, and at the end of that period, we would have some other options to help us out. The options that were shared with me were to have the months that we had in forbearance moved to the end of our loan, to make full payment of all deferred payments at once, to do a repayment plan, or to modify the loan. We ended up taking the forbearance for the months of XXXX and XXXX based on the information provided by Mr. Coopers representative, believing that at least one of the options would actually assist us ( moving the payments to the back of the loan ) vs. causing further harm ( Refinancing to a higher rate, major lump sum payment or much higher payment for a duration of 3-6 months ). On XX/XX/XXXX I called in to discuss the options that were presented to me in XXXX, thinking that we would have the option of moving the two payments that we had in forbearance to the end of our loan, or be presented with an affordable payment arrangement, but this ended up not being the case. During that conversation, I learned that the investor on our loan actually does not have those options available even though they were presented as options to me in XXXX. I was informed they actually only allowed for two options : 1. Make the full payment, which at this time would be {$9000.00}, including XXXX which would be due 2 days later, or 2. Modify the loan, which would entail adjusting our interest rate. Currently, we have a 3.75 % rate and the going rate at that time would have been nearly double at 6.5 % based on the market, which would have been detrimental to have our payment jump so much. After doing some more research I learned that if a homeowner was affected by a FEMA-declared disaster, which we were, the lenders were taking action to assist the homeowners and allowing them to move the payments missed to the end of their loans. I then called again in XXXX to plead with Mr. Cooper to see if we could have the same treatment as the rest of the homeowners who were affected in the same manner. The way my options were presented during this call felt very much like I was being steered into a higher rate which would greatly benefit the investor, but definitely not with the intent to help the customer. Now feeling duped by the first representative, I am writing this complaint in the hopes that this will prompt the lender to do the right thing and work with me and provide a reasonable solution such as allowing us to move 2 payments to the end of our loan allowing us to get back on track with our normal monthly payment or providing a payment plan that is affordable. This has put tremendous stress on my family and continues to do so today. We have made a great effort to stay get and stay current on our mortgage payment as we had only one choice : to attempt to catch up on the 2 months that we had in forbearance. We were able to make 3 payments for XXXX, XXXX, and XXXX but that left us in really bad shape with all of our other obligations and the fact that my wife is still currently unemployed after all of the layoffs that are taking place in the mortgage industry. I dont feel we are asking for anything unreasonable given that the nature of the trouble was caused by a FEMA-declared disaster, which we had no control over. I really feel that this has been unfair treatment and a deceptive practice on behalf of the loan servicer providing options that they should have known really are not options available to me.
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home using a conventional 30 year loan with waived escrow obtained from XXXX XXXX XXXX that closed on XX/XX/XXXX. All taxes due on the buyer 's side and sellers side for the year and a years XXXX condo insurance policy were paid at closing. Our purchase price was {$290000.00} and we mortgaged {$160000.00} putting down {$130000.00} so paying mortgage insurance was also not required with our loan to value. Our loan was transferred to MR.COOPER the same month we closed. Our first payment was due on XX/XX/XXXX for our principal amount, interest due and additional months principal we included. We paid to Mr. Cooper as instructed. We paid our payments for XX/XX/XXXX and XX/XX/XXXX as normal and received NO online or written communication from either Mr. Cooper nor XXXX XXXXXXXX XXXX When we got our welcome letter from Mr. Cooper for the first payment, due XX/XX/XXXX it also stated our loan required PMI, which it doesnt so we thought this was just a mistake in the letter. The problem came with our mortgage statement for our XX/XX/XXXX payment. An Escrow account had been added onto our loan with Mr. Cooper with a negative balance of - {$600.00} that added a payment of {$50.00} for Escrow on a no escrow loan or gave us the option of sending them a one time payment for the {$600.00}, a charge which we have NEVER been given a reason for despite asking repeatedly what the charge was for. Initially we thought Mr. Cooper arbitrarily decided to have us Escrow for taxes and insurance ( our mortgage terms waived escrow so that would not be allowable to change our terms ) however, when looking under the Escrow tab on their website for our loan I found a letter that said we found that your taxes or insurance had not been paid so we made a payment on your behalf. Not true, both taxes and insurance had been paid by the closing attorney on XX/XX/XXXX and we confirmed all payments with our closing attorney, insurance company and county for taxes. So no to a deposit for us to begin Escrow, and no to them making a payment on our behalf like theyve claimed ( they did not make any payments on our behalf ). We contacted Mr. Cooper on the phone 3 times with no response from them in over 3 weeks. Each time we have to call and we are told they will escalate the issue to management. The last call we were told that they dismissed it and determined we had to pay. They did tell us that the amount appears to be a debt that came forward from XXXX XXXXXXXX XXXX with our original loan. This should not be as our mortgage again had waived escrow, all taxes and insurance were paid from closing AND all closing fees to include {$1500.00} in loan costs from XXXX XXXX for Commitment Fee, 0.12 % points and tax service fee were paid to XXXX XXXX XXXX at closing. We owed XXXX XXXXXXXX XXXX nothing according to our loan disclosures before and signed closing docs after closing. According to our closing documents our first payment would be due XX/XX/XXXX and we made that to Mr. Cooper so it wasnt a bridge payment and our principal and interest paid as well as balance line up to our Amortization Schedule right from the beginning to present. We contacted XXXX XXXX XXXX about the issue the first time on XX/XX/XXXX and were told that a request for revision would be sent to XXXXXXXX XXXX to correct the issue. When we did not hear back from XXXX we contacted XXXXXXXX XXXX and acquisitions directly only to continually be told, they are working on it and as soon as they hear back they will get back to us. Neither lender can or will tell us what the added negative balance against our mortgage was actually for. Mr. Cooper insists they will not remove it as it came to them from XXXX as a negative when they acquired our loan. XXXX XXXXXXXX XXXX continues to ghost us unless we email them yet again only to be told it has been escalated and they will get back to us as soon as they know something. Sounds like {$600.00} worth of fraud. Perhaps Mr. Cooper has in fact purchased PMI on our loan and charged it to us via Escrow despite us having put down over 43 % of the purchase price and wont just tell us thats what they did. One way or another we need disclosure on what the amount is for/was from. If they have made us pay PMI and are not telling us it IS fraud.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This company is worse than the other one I previously had! Since they have taken over my contract, they have been harassing me with many calls and left messages on my door, and it has become an everyday thing of this! I have started the paperwork for a loan modication and but there are still some things that are needed that I am working! But the harassment needs to stop! My finances have changed drastically, and so this why this i did the forbearance! But I am just tired of it! Please help!
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A