Date Received: 2023-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been communicating with my mortgage company in regards to a loan modification. They have been stalling and adking for documents previously emailed and uploaed to their portal. There are no direct point of contacts to the loan modification department. Regular customer service agents are relaying information between the consumer and loss mitigation department. I have not defaulted on either mortgage yet, but I am want to avoid credit ramifications as they are taking their time processing my review.
Company Response:
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am requesting an update on previous CFPB complaint XXXX. In the company 's response, it was indicated I could call and speak with someone at a number that turned out to be only mailbox access. I emailed the address provided this morning requesting an actual number where a person that can help me can be reached. It is well beyond the 5-7 business days stated in the response to my complaint that it would take to refigure the escrow amount. Ample time has been provided since XXXX when my mortgage was unfortunately assigned to Mr. Cooper, for the company to accurately figure the amount that is rightfully due. We have been stolen from since that time with our inflated mortgage cost due to their escrow departments inability to accurately provide information. Another payment is of course due soon and I would like to pay the amount that is actually owed and not continue to loan a large company money they are not due. Ideally, I would like our mortgage reassigned due to the dishonesty and unfortunate business practices of Mr. Cooper.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Many homeowners faced financial hardship during the times of covid-19 and its impact on the world. During that time many homeowners were allowed to miss mortgage payments due to the government mandating that a forbearance be allowed in periods of 3 to 6 months at a time with a maximum of up to 18 months. Most homeowners who have a mortgage often have their loan managed by a loan servicer. I'm a homeowner who has my mortgage serviced by Mr Cooper, Mr Cooper has been my loan servicer from XXXX to XXXX. My mortgage was transferred to XXXX XXXX in XX/XX/XXXX. I clearly understand that a servicer only manages my loan and payments but is not the company whom I originated my loan agreement with. I say that to say this, Mr Cooper & XXXX XXXX XXXX have unethically managed my payments by reversing transactions and or placing the funds in other or escrow resulting in no reduction of my principal. My concern comes from the arrear amount that was deferred during the time when my mortgage was in a forbearance state of up to 18 months. Mr Cooper alleges that my deferred amount is {$26000.00} ; however, this is not true as {$7600.00} of that amount was reported by Mr Cooper as amounts owed for escrow. In XXXX Mr. Cooper transferred my monthly mortgage payments made in XXXX, XXXX, & XXXX to escrow & other totaling {$7600.00}, therefore they have received the payment they claim I owe. The amount is not true and inflated, I have 1098 statements to prove they did not pay {$7600.00} out in escrow costs in XXXX or XXXX. Because so many homeowners were faced with losing their homes due to a reduction in income as a result of covid-19, the government then came out with the Mortgage assistance program in which each state was to develop a system/program to disperse the funds directly to the loan servicer, not to the homeowner. Because this program was brand new several problems occurred for the end user trying to apply online with the platform that was created. Nonetheless, I applied in XXXX and was approved in late XXXX. The program did change the qualifications from the 1st time I applied up to my approval in XX/XX/XXXX. It started in XX/XX/XXXX, stating that any amounts that were deferred, meaning that a homeowner did not have the money to pay the total deferred amount due and did not accept a modification resulting in the deferred amount being placed at the end of a loan. This also meant that if a homeowner planned to refinance or sell their home, the deferred amount must be repaid prior to any transaction resulting in a change of ownership or sale. By XX/XX/XXXX, the rules changed and I was sent an email stating that I should reapply as I may now qualify and that coming soon funds would be available to cover deferred arrearages. I applied and here is where the fraud happens. Mr. Cooper already transferred {$7600.00} the amount stated I owe on my deferral agreement dated XX/XX/XXXX. To qualify for the program it is required that an applicant send in their most recent mortgage & escrow statement in order to determine the amount needed to bring the account current. My current statement still shows my deferred amount to be {$26000.00}, which is not true as I have explained above. The correct amount should be {$18000.00} equal to 18 months of missed mortgage payments. I have notified the mortgage assistance program on this matter, however, I have reason to believe that my concern will fall upon Deaf ears. This is clearly fraud. The loan servicer should not be able to receive funding twice, moreover steal from the homeowner, and get away with it. I pray that what I am trying to convey is clearly understood. I bring attention to the matter now because it looks like the servicer will get paid twice and I, the homeowner will not get the {$7600.00} back to reduce the balance on my principle. My point and concern is to blow the whistle on mortgage loan servicers who are taking advantage of homeowners who faced financial hardship by exploiting funding meant to help and hurt. They took advantage of those loans placed in forbearance by offering trial repayment plans at that time to make things appear ok only to later not apply any of the payments made under the trial payment plan to reduce the principle. The trial payment plan was explained to me by a Mr. Cooper employee that my 3 months of trial payments were considered to be a fee and do not count as payments to reduce the principle balance of my loan, therefore that was the reason the payments were recorded as other and not towards interest or principle reduction. In XXXX escrow paid out {$2600.00} and in XXXX escrow paid out {$3200.00} totaling {$5900.00} for both years combined. Where did Mr. Cooper come up with the figure of {$7600.00}? Fraudulent activity attempting to steal money from government funding by not updating the deferred amount owed ( reducing it by {$7600.00} ) in an attempt to be paid twice. Heres why {$18000.00} is the correct deferred amount to be repaid. Mr. Cooper did in fact transfer my mortgage payments made in XXXX, over into an escrow adjustment as stated on the document titled, POSTED PAYMENTS ( uploaded-titled MRC-Payment ). My payments made in XXXX, XXXX, & XXXX of XXXX, were credited to Other or Escrow totaling over {$8000.00}. I want to bring attention to this matter because I do not see the mortgage servicers doing the right thing by adjusting the deferred amount owed to reflect the true amount of {$18000.00} and not {$26000.00}. To demonstrate even further I have also uploaded a copy of my 1098 end-of-year statement from XXXX & XXXX. XXXX annual cost for property taxes {$1900.00} & hazard insurance {$680.00} total {$2600.00} XXXX annual cost for property taxes {$2000.00} & hazard insurance {$1200.00} total {$3200.00} The cost of both XXXX & XXXX together do not equal the {$7600.00} amount claimed by Mr. Cooper that I owe in escrow/other costs. If unpaid the facts are that both ( XXXX & XXXX ) years added equal {$5900.00}, not {$7600.00}. The evidence I have provided should make it clear that Mr. Cooper is engaging in fraudulent accounting practices. I have already called attention to this matter with Mr. Cooper and it has gone unresolved. I am trying to bring attention to this loan servicer and not aid them to engage in more fraudulent behavior and moreover get over on homeowners who have been financially affected by the pandemic. I pray that what I am saying is clearly understood by the individual reading this statement and moreover taken seriously enough to investigate further to prevent others from being scammed. I know that I am not special in that I am the only person this has happened to while experiencing payment deferrals during times of Covid-19. In closing, I ask that you demand Mr. Cooper explain what the posted payment of {$7600.00} on XX/XX/XXXX, under escrow adjustment is for, being that the amount is {$24.00} less than the {$7600.00} listed under, other past due amounts to be deferred on the Payment Deferral Agreement dated XX/XX/XXXX ( uploaded ).
Company Response:
State: CA
Zip: 94545
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good day. On XX/XX/XXXX at XXXX I spoke with the person named XXXX XXXX the department handles those Program. After {$5700.00} down payment posted which they required me to pay in order for us to be qualified for the Repayment Plan. Per XXXX, i was approve for that program which im supposed to start paying, if im not mistaken around {$3900.00} on XX/XX/XXXX, but per him i still have until the XXXX of XXXX and will end up until XX/XX/XXXX. So i was convinced that everything are good to go. And on XX/XX/XXXX before noon just to confirm if we are on the same page ( Repayment Plan Program ) w/ same person named XXXX XXXX And finally, we have peace of mind. As days goes by on XX/XX/XXXX at around XXXX i spoke XXXX XXXX XXXX XXXX and confirmed about my Repayment Plan and she emailed on XX/XX/XXXX, proof of approved Repayment Plan program. And on XX/XX/XXXX i spoke with agent just to give them heads up that i will make a payment soon and told me that my my message to let XXXX XXXX XXXX XXXX to called me up but i missed XXXX XXXX XXXX XXXX calls and left message. I tried to call her back and on XX/XX/XXXX at XXXX spoke with XXXX and she told me that my Repayment Plan has been cancelled and i need to have another down payment for {$290000.00} again to enroll for that program and around {$3800.00} not sure amount figure to start on XXXX XXXX until XX/XX/XXXX and i said if she can let XXXX XXXX can call me up. On XX/XX/XXXX at XXXX : XXXX finally she called me up explained that my program cancelled due to improper way to enroll us. And i told XXXX XXXX if she can call me up on XX/XX/XXXX at XXXX and make a payment for another down payment and she called me up yesterday XX/XX/XXXX at XXXX and after i paid that amount, she is supposedly doing the right way my XXXX XXXX and it never went through. She found out that I still have my active assumption which i cancelled last year. she said that shell email the manager to expedite my concern. So frustrating, it might be a delay tactic or strategy. fir us to be buried for interest for delayed mortgage payment and the Manager will might between 2-3 days, So i tried my luck today at XXXX i spoke with XXXX, same thing nothing happen. So much stressed with them, theyre giving hard time, so difficult dealing with them. I thought last complaint we made, everything will cone up with solutions. Frustrating, discouraging, and stressful. We need help. So inconsistent, not updated. They need to be systematic and should be on top it. We thought, theyre there to help us but difficulties we always experienced with them.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe that Mr. Cooper ( and its parent Nationstar Mortgage LLC ) are participating in what seems like predatory behavior with the mortgage they hold for me because no other explanation makes sense. ( All figures in USD ). XX/XX/XXXX : my escrow balance was approximately XXXX. XX/XX/XXXX : Mr Cooper conducted a yearly escrow assessment where they anticipated my home insurance to be XXXX and property taxes to be XXXX for XXXX, totaling approximately XXXX. This was relayed to me by a customer service rep. XX/XX/XXXX : After this assessment, Mr. Cooper concluded that there was a SURPLUS in my escrow account and issued me a check in the amount of XXXX. In the correspondence included with the check, they also made a note that they anticipated my escrow payment to decrease starting XX/XX/XXXX. I will attach. Up to this point, my monthly mortgage payment was XXXX ( comprised of XXXX principal & XXXX escrow ). In the same correspondence of the surplus check, I received a notification for the XX/XX/XXXX mortgage payment. Mr. Cooper raised my monthly mortgage payment to XXXX ( monthly ins and taxes now XXXX instead of XXXX ). After speaking with customer service ( who didn't succeed at reassuring me this sequence of events made sense ), I was told that my home insurance was higher than expected so they had to increase my mortgage to cover this. They knew this WHEN they were issuing the surplus check to me ( see attachment ). Additionally, I was told by customer service that I couldnt just add money back to my escrow to cover any insurance hikes. So they allegedly assessed before they could properly estimate then did not give me an alternative option to make up any differences that may arise. I also submitted written inquiries to their website for which I received a stock message of they'll get back to me within a certain time frame in written form. The only letters I received was an acknowledgement of me submitting a request and an anticipated response time but no actual resolution. They also made sure to state that they were only a servicer and Nationstar owned my mortgage as if they were not all a part of the same company. To recap, I had an escrow surplus and they issued me a check only to raise my monthly mortgage payment anyway because I wouldnt have enough in escrow to cover insurance and taxes for XXXX. If they were acting in goodwill, why is the escrow assessment performed BEFORE theyve paid out/received the totals required for the calendar year? It smacks of plausible deniability while engaging in predatory behavior in my opinion.
Company Response:
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is a continuation of my prior complaint, which was closed without appropriate resolution. Reference is made to such prior complaint. Moreover, my complaint is that my payment was 30 days late because my payment history in the Mr Cooper mobile application showed a payment being made, when in fact it was not. Had the Mr Cooper mobile application showed my payment was still outstanding, I would have made the payment as needed. Because the Mr Cooper mobile application did not accurately reflect my payment history, the 30 day late notice should be removed from my credit history. Likewise, I understand Mr Coopers previous complaint response, but such response does not account for the confusing and inaccurate display of my payment history in the Mr Cooper mobile application. Because my payment history in the Mr Cooper mobile application was confusing and inaccurate, the 30 day late notice should be removed from credit agency reporting.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Lost or stolen check
Subissue:
Consumer Complaint: My Credit Union sent a cashiers check in the amount of {$16000.00} to payoff a second mortgage to Mr Cooper on XX/XX/2022 via XXXX XXXX The documents were recieved and signed for on Friday morning XX/XX/2022 at XXXX XXXX XXXX XXXX by Mr Cooper. Included in the XXXX packaging was the cashiers check [ in the amount quoted by Mr Cooper, to the address Mr Cooper stated as their payoff department ], an original payment request document generated by Mr Cooper with the account number and my name, and a document requesting that they release their lein.
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have received multiple threatening letters demanding our unpaid property taxes be paid immediately or they will force us to open an escrow account. The thing is, we have never had unpaid property taxes. The letters are from different mortgage lenders for different properties, but they are all apparently done by XXXX out of Texas. In each case they are demanding payment for taxes that have already been paid and can easily be proven, and yet the letters claim a review of official tax records show the taxes are delinquent. Anyone with a computer can look on the county treasurer 's website and see the taxes ARE paid. The fact that this has happened to us multiple times with XXXX seems very suspicious to us, and we are concerned they are doing this intentionally to force us to have an escrow account so they can hold our money. If they've sent us multiple threatening letters, they are most likely sending demanding letters to other innocent consumers as well.
Company Response:
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, I received my annual escrow statement from Mr. Cooper mortgage company regarding loan # XXXX, for property located at XXXX XXXX, XXXX XXXX, Texas. The statement indicated a shortage of {$3200.00}. This amount needed to be paid before XX/XX/2023 to bring the account current. On XXXX, I made an online partial payment to my escrow for {$1600.00} ( conf # XXXX ). I received an email confirmation clearly stating the amount and that the payment was designated for escrow. As a result of this payment the balance was {$1500.00}. On XXXX, I made an online payment for the balance of the escrow for {$1500.00}. I received a confirmation email stating the payment had been posted. This email was very vague in detail. It only contained the loan number and the date it was posted. IT DID NOT SHOW THE AMOUNT OF THE PAYMENT. I only noticed later. On XXXX, I check my bank account and found that Mr. Cooper had deducted {$3100.00} from my account. I called Mr. Cooper and spoke with XXXX who stated that the balance of my escrow AND my XXXX mortgage had been deducted from my account. We did a XXXX call with my bank and had the money refunded. I then went back onto Mr. Cooper website to pay the escrow balance of {$1500.00} only to find that the balance was {$2700.00}. I could not get an acceptable explaination from XXXX. When asked to escalate the issue, XXXX told me it would be XXXX hours before my call would be returned and that I would get the same explaination he gave. This is not passing the smell test. Something fishy is going on.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper negatively impacted our credit score. They stated that we gave a late payment. We filed a complaint with Mr. Cooper, showing all payments made early or on time and supplied bank statements verifying those payments. Mr. Cooper also has not applied payments that were made on XX/XX/2023 in the amount of {$1800.00} and {$1300.00}, which total {$3100.00}. We believe they have these payments in a hold account, but show no record of it. Our bank statements show both payments were processed by Mr. Cooper. We have also been paying {$100.00} for 9 separate payments for late fees totaling {$930.00}. Our payments were not late. Our credit scores were impacted negatively by this error. Mr. Cooper response " We have conducted an investigation and did not find any error in your payment history. In order to research your request, we reviewed the payment history and the information you provided. We found that all payments you provided proof of have been applied to the account appropriately. As of the date of this email, your loan is due for the XX/XX/2023 payment. '' If Mr. Cooper would have actually researched our payment history and bank statements as they claim, they would see payments made on time along with the added fees.
Company Response:
State: CO
Zip: 80602
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A