Date Received: 2023-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan company is Mr. Cooper. Since last XXXX ( XX/XX/22 ), I've had nonstop mortgage payment reversals despite having a properly connected bank account with more than enough funds to cover my monthly mortgage. My monthly payment is {$2600.00}, plus {$500.00} applied towards my principle. Oftentimes, I'm not notified about these reversals until past my mortgage payment deadline. This has resulted in late fees ( {$93.00} ), as well as a lowered credit score. My credit score was close to 800, now it's at XXXX. With no solution on the horizon, I fear that my credit score will continue to drop and begin affecting my financial future. I've called a Mr. Cooper representative every single time a reversal has happened ( sometimes multiple times in a single month ), and they've all assured me that it's simply an internal, company-wide error that would be sorted out as soon as possible. I've also been assured that Mr. Cooper would open a case with all the major credit bureaus to erase the credit penalties I've incurred because of this issue. I've received no followup about this. As a result, my credit score has dropped dozens of points since XXXX and the only loan I have is with Mr. Cooper. It's unacceptable that I'm making my payments in full and on time, yet still getting penalized by Mr. Cooper. This is, by far, the worst experience I've ever had with a mortgage company.
Company Response:
State: CA
Zip: 94553
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried on multiple occasions to pay my mortgage. On XX/XX/XXXX of 2023 I paid XXXX dollars because Mr. COOPER keeps reversing the payments as if I havent paid. I spoken with someone multiple times about thr issue and they are reporting to my credit bureau that I haven't paid. They keep reversing the payment to try and force me to refinance or go to a plan they have at a higher interest rate. It states I've been behind since XXXX and I have made payments through their o line portal, with a representative and each time they say their system is messed up. This issue needs to be fixed along with a letter regarding reporting on my credit
Company Response:
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper when I checked my online portal back in XXXX of XXXX was showing I owed them as my escrow was negative. I deposited {$840.00} INTO my escrow to try and stop payments from going up. I called several times and had to spend a hours on the phone over multiple calls to determine why, and they stated a letter was mailed out stating I did not have home owners insurance, which THEY PAY OUR HOMEOWNERS POLICY FROM OUR ESCROW ACCOUNT, and I needed to submit proof, so I submitted on XX/XX/XXXX and was told they would back out the charges they had as they were saying they bought insurance on our behalf and notified us ( which I never was ) which I believe they stated was for all of XXXX. For the record they paid our insurance company on XX/XX/XXXX for our home owners policy. Then on XX/XX/XXXX did a LNDR PAID EXP DISB of XXXX but did it incorrectly and removed it from the PARTIAL PMT UNAPPLIED area of ESCROW then on XX/XX/XXXX they did a {$490.00} ESCROW ADVANCE to get our escrow account balance up to {$2600.00} and then did another ESCROW ADJUSTMENT of XXXX to bring our escrow balance down to {$0.00}. Followed up by assuming to correct their first mess up and did a CORPORATE ADVANCE ADJUST of {$2600.00} back to PARTIAL PMT UNAPPLIED balance on the same XX/XX/XXXX. After multiple calls I finally was able to determine they stated I did not have home owners insurance however I did as it is paid out of my escrow account by them. Then I had the same thing basically happen where they tried to say we owed them several thousand dollars in XXXX of XXXX I spoke to a representative XXXX which stated this should get fixed and was given TICKET # XXXX for reference. Then come in to XXXX of XXXX I receive more information we owe Mr. Cooper over {$3000.00} to bring my escrow account back to {$0.00}. I spoke to XXXX on the phone on XX/XX/XXXX and XX/XX/XXXX and was given CASE # XXXX. I got a transaction statement and started to go through it. There were 7 pages!!! of charge reversals on XX/XX/XXXX were they REVERSED ALL of my payments back to XXXX of XXXX and then reapplied them while try to again charge me {$2600.00} for a LENDER PAID EXPENSE again. What was really even worse is TRANSACTION XXXX & XXXX where they split the {$2600.00} into 2 charges to make it appear different this time when doing it so the charges were {$2600.00} + {$2.00} = {$2600.00}. I was informed by XXXX that I would receive a call back next week. It is now XX/XX/XXXX and I still have not received a call from Mr. Cooper and they are now saying my mortgage payments are going up almost {$600.00} a month. This is deceptive business practices if I've ever seen them. I did not choose Mr. Cooper my loan was sold off to them. My taxes and things out of escrow have gone up year over year but going up from {$7900.00} to {$9800.00} or a difference of XXXX does not = + {$600.00} more a month on my mortgage payment. I'm also now concerned with how often they have messed up my escrow account and doing reversals and reapplying this that they have also messed up my principal balance. Since interest in accrued daily if they did this incorrectly they essentially giving themselves more interest therefore more money. The fact their statements also do not show a negative balance on them at any time to the customer also does not make determining if something is wrong seems also shady.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Im a XXXX for the XXXX XXXX XXXXXXXX, due to covd19, I called Mr.Cooper to get assistance with my monthly payments. Mr.Cooper gave me an extension on the covd19 payment protection plan until XX/XX/23, they also advise me that I will have 3 options to choose from, when I get ready to resume making my payments, which was to reinstate, extend my past due payments to the end of my loan, or apply for mortgage assistance. I called Mr. Cooper around XX/XX/23 to resume making my payments, and they inform me that the option to extend payments to the end of my loan, was stopped by VA without giving me any notification, so they were going to review me for a disaster modification, it took Mr. Cooper 2 months to tell me I was decline for a disaster modification. I immediately called VA on XX/XX/23, and they inform me that VA still offer extending payments to the end of the loan and that Mr. Cooper can offer me a REFUND MODIFICATION, VA inform me that Mr. Cooper does not want to participate in this program to help homeowners. Why would Mr.Cooper lie to consumers about VA not wanting to help homeowners during this pandemic, with their decision not to extend my payments, I have a balance due of {$25000.00}. I would have never ask to pause my payments with Mr.Cooper, if they are not going to honor the XXXX options given to me when I notified the servicer that I was impacted, I was also current on mortgage and have never missed a payment before I went into an agreement to pause my payments. I thought that this program was passed by the Cares Act to help homeowners during this challenging times, and not put consumers in Foreclosure. The last conversation that I had with Mr.Cooper is to submit another application to be reviewed for a traditional modification with documents, which everyone that will not help me, so now my credit has been impacted and I have a {$250000.00} past due mortgage, all because Mr. Cooper lied about me having the option to extend my payments. Please help me, I don't want to loose my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the period after I filed a XXXX XXXX bankruptcy I notified Mr. Cooper in writing, via certified letter, of my continued intentions to save my home. Mr. Cooper received the letters. I asked for all the options that could save my home. Forbearance, forgiveness, modification, grants, etc. I was greeted with the usual no response. I hadn't heard anything about my home till the sherriff posted a letter on my door. Neither Mr. Cooper nor their lawyers contacted me. I was ONLY given 3 weeks notice. This is wrong. Once again Mr. Cooper chose not to help me save my home. It seems they have their minds made up and want my home. I have been dealing with deception from Mr. Cooper for years. I am certain they will once again refuse to respond to a complaint. They do what they want and never get reigned in.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed my mortgage with Nationstar Mortgage ( Mr. Cooper ) on or about XX/XX/XXXX. I was to receive a disbursement of my escrow account in the amount of {$3700.00}. Per XXXX ( a ), they are legally required to send me this money within a timely manner. After receiving the check in XXXX, there was an issue with the physical check and I needed it to be re-issued. After calling on XX/XX/XXXX to ask for the re-issue, I was assured that re-issuing the check was not an issue, and that they would re-issue it. I was to expect the new check in 7-10 business days. 38 days later, On XX/XX/XXXX, I still had not received the re-issued check. This crosses the 30 day window allowed through XXXX ( a ). I called Mr. Cooper back asking for the status, and they informed me that they would re-send the check, as it wasn't sent the first time. I would surely receive it in 7-10 business days. 19 days later, On XX/XX/XXXX, I still had not received my check. I called to ask for a status, and they said they had no status but they could send it again, or request it to be wired directly to my bank. I chose the wire option as I didn't trust the mailing process anymore. They told me to give the wire 24-48 hours to clear. 5 days later, On XX/XX/XXXX, I still had not received the wire transfer. I called to ask for a status, and they said they had no record of the wire transfer being made. They said they could resend it, and I obliged. They told me to now wait 3-5 days. 7 days later, On XX/XX/XXXX, I still had not received the wire transfer. I called to ask for a status, and they told me the exact same thing- they had no record of a wire transfer being attempted. But that they could try again, and see what happens. At this point I was given a case number to possibly follow up with my next request, but I have no way of looking up cases through their website. As of today, I still have not received the wire transfer. It has been three months that I've been lenient with Nationstar dba Mr. Cooper, attempting to resolve this through them. Their incompetence and inability to return my funds to me in a timely manner has given me no other choice but to file a formal complaint.
Company Response:
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a FHA loan. My loan was with XXXX XXXX and on XX/XX/2022 I was sent a post COVID forbearance modification. It said that my first payment was due XX/XX/2022. Beginning XX/XX/2022 I started calling XXXX XXXX XXXX to make the payment. XXXX XXXX XXXX would not accept my payment and they told me I had been transferred to XXXX. I did not receive a welcome letter from XXXX giving me a new loan number or a phone number to call. I continued to call XXXX XXXX XXXX and XXXX and neither lender could find my loan or would accept the payment. Finally I received my welcome letter from XXXX with my new loan number. I then made my payment in XXXX and XXXX to XXXX because I then had a loan number where they could identify my loan. I feel as though I lost an oppurtunity to receive FHA assistance that should have been available. XXXX is now stating that the modification is no longer available. I tried to follow the modification, however they sent it to me weeks before payments were to start with no indication of how to make the payments. I feel that the transfer between XXXX XXXX XXXX and XXXX made it impossible for me to adhere to the rules of the modification.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XX/XX/XXXX, Mr. Cooper Mortgage mailed a letter along with a check to my address with an incorrect legal name in the amount of {$4900.00}. Mr. Cooper Mortgage is not the originator of the loan, and over the past several years the previous mortgage company always paid the property tax bill directly to the XXXXXXXX XXXX XXXXXXXX XXXX. I faxed over the letter, the incorrect check which I marked VOID on it, and the XXXX XXXX Wisconsin Real Estate Property Tax Bill For XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX directly to Mr. Cooper Mortgage to ( XXXX ) XXXX on XXXX XX/XX/XXXX @ XXXX CST. A confirmation letter was received. In XX/XX/XXXX, I called to verify if Mr. Cooper Mortgage received the fax with the XXXX XXXX Wisconsin Real Estate Property Tax Bill For XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX stating payment due on XXXX XX/XX/XXXX. Mr. Cooper Mortgage company stated yes. I asked if the tax department paid the real estate property tax bill for XXXX directly to the XXXXXXXX XXXX XXXXXXXX XXXX since it was approximately two ( 2 ) weeks before the bill was coming due on XXXX XX/XX/XXXX. Mr. Cooper Mortgage stated no. The real estate tax bill for XXXX to the XXXXXXXX XXXX XXXXXXXX XXXX in the amount of {$4800.00} was finally paid LATE on XXXX XX/XX/XXXX. In addition, Mr. Cooper Mortgage states that I have a shortage in the escrow account in a letter dated XXXX XX/XX/XXXX in the approximate amount of {$5000.00}. The statement clearly shows a payment in XX/XX/XXXX in the amount of {$4900.00} in which the check was marked VOID on it sent via fax back on XXXX XX/XX/XXXX ; and a payment in XX/XX/XXXX in the amount of {$4800.00} for the real estate property tax bill for XXXX XXXX XXXX XXXXXXXX XXXX. So, now Mr. Cooper Mortgage is showing that payment for the real estate property tax bill for XXXX has been DOUBLE paid to the XXXX XXXX XXXX XXXXXXXX, not showing any credit for the VOIDED check in the amount of {$4900.00} which was faxed to them on XXXX XX/XX/XXXX. The 'new ' monthly mortgage payment is now approximately over {$400.00} in addition to the regular payment for the so-called {$5000.00} shortage in escrow which is utter falsehood and continued incompetence on their part.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Pertinent facts : XXXX XXXX XXXX represents The Estate of XXXX XXXX. XXXX XXXX XXXX is the XXXX of XXXX and XXXX of XXXX. In XXXX XXXX and XXXX entered into a mortgage agreement with XXXX XXXX XXXX which on it's face was predatory with a 10 % interest rate. Claim 1. XXXX XXXX XXXX was at the heart of of the largest predatory loan scandal in United States History. XXXX settled with many states including Connecticut. Based on XXXX and XXXX 's first payment on their loan was due between XX/XX/XXXX and XX/XX/XXXX, they live in the property that serves as security for the mortgage, they owe 75 % or more of the current value of their home, and they can afford the new, lower payment under the modification they should have been notified by XXXX or XXXX XXXX XXXX that they could modify or refinance their loan. They were never notified. Pertinent facts 2 : On XXXX XXXX XXXX XXXX XXXX. 5 months later XXXX 's only XXXX XXXX XXXX unexpectedly. XXXX was awarded custody of her XXXX XXXX. XXXX already was XXXX of her XXXX adult XXXX, XXXX XXXX. XXXX was employed by the XXXX XXXX XXXX for 35 years. She XXXX at the age of XXXX. XXXX and XXXX successfully paid all payments between XX/XX/XXXX until XX/XX/XXXX for an estimated total of {$110000.00}, {$38000.00} over the principle of the loan. XXXX was made aware of a " balloon '' payment '' and began contacting Mr. Cooper to refinance or modify. All requests were denied. Mr. Cooper pointed the finger at XXXX XXXX for the denials.We contacted XXXX XXXX originally denied any record of the loan in XXXX via XXXX XXXX employee XXXX XXXX ( XXXX attached ) In the process of trying to get help, we filed a complaint with this agency, in which Mr. Cooper was deceitful in it's response specifically the comments by XXXX XXXX who claimed she returned a message left for her. Upon further investigation, in which we pulled up all incoming and outgoing calls to both phone numbers listed on the account there was no call made by XXXX XXXX. In a recorded conversation with Mr. Cooper employee XXXX XXXX he very clearly stated we were in no danger of being foreclosed on. We expressed to him our desire to return to just making payments, which have been denied since XX/XX/XXXX. He understood. He engaged in a nearly 25 minute conversation with us and explained that since this home equity loan was not in " first place '' we did not have to worry about foreclosure. This proved to be a provable lie. Mr. Cooper associate XXXX XXXX, after foreclosure started stated he " misspoke ''. It is our assertion you do not " misspeak '' for nearly 3 minutes, explaining the steps and reason why we would not be foreclosed on. It is also our assertion that employee XXXX XXXX was deceitful in her reply in trying to cover for the fraudulent statement made by employee XXXX. Claim 3. Negligence. Between XXXX and until XX/XX/XXXX XXXX XXXX left 32 voicemails for " dedicated loan specialists, including but not limited to XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. These messages have been recorded and available for submission. They have intentionally not returned message to drag the period of time out because it is our premise Mr. Cooper and XXXX XXXX do not actually want to keep people in their homes. Claim 4. Deceit While we have claimed deceit above we also assert XXXX XXXX has engaged in this willfully in conjunction with Mr. Cooper. After originally stating they had no record of the loan in XXXX, while not saying they " own '' the loan they emailed us stating XXXX, as the servicer of the loan was the only one who could offer a modification. XXXX claims on XXXX XXXX can approve a modification. This has gone back and forth for months with no resolution. Both agencies have engaged in secondary fraud for financial gain by " stringing us along '' and adding fees and charges to the loan. There is clear and provable negligence and deceit on behalf of the employees of Mr. Cooper and XXXX XXXX. Both companies engage in fraudulent statements for financial benefits. Claim 5. Negligence 2 MERS Does not show XXXX XXXX as an investor or " owner '' or Trustee. Number XXXX Mr. Cooper nor XXXX XXXX will provide the " chain of custody '' documents showing who or when XXXX XXXX because " Trustee '' The activities of both companies and their employees XXXX XXXX XXXX to be put in counseling and given anti-depressants. The activities of both companies and their employees have caused XXXX XXXX XXXX to be diagnosed with anxiety and XXXX with prescriptions for both. Note : THE AUDIO CLIP OF XXXX XXXX IS AVAILABLE AT CFPB 's request. It has been provided to Mr. Cooper the week of XX/XX/XXXX.
Company Response:
State: CT
Zip: 06108
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has been charging bunk charges in the name of " Lender Paid Expenses '', " Repairs '', " Maintenance '', and " Inspections '' over the last several years even though the property is occupied and well maintained. No one has ever seen or heard from any representative regarding any of the above activities. After numerous attempts, calls, letters, emails over the last couple of years- we have yet to get any clear response regarding what the charges are or proof that they were ever actually performed. We recently sent in {$21000.00} to be distributed as follows : XXXX ) {$3200.00} to escrow ( which is in shortage due to Mr. Cooper double paying insurance ) XXXX ) {$18000.00} to be applied to principle. Rather than the above distribution, Mr. Cooper took {$8500.00} and applied it to their bogus charges. We want the full amount refunded immediately to principle as it was meant to be, and for these charges to be wiped away once and for all. An example of some of these charges, followed by actions we have taken to get a clear answer regarding this : XX/XX/XXXX Maintenance {$200.00} XX/XX/XXXX Maintenance {$560.00} XX/XX/XXXX Repairs {$100.00} XX/XX/XXXX Maintenance {$0.00} XX/XX/XXXX " Maintenance '' XXXX XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$0.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$38.00} XX/XX/XXXX " Maintenance '' {$450.00} XX/XX/XXXX " Maintenance '' {$360.00} XX/XX/XXXX " Property Inspections '' {$48.00} XX/XX/XXXX Maintenance {$12.00} XX/XX/XXXX Property Inspections {$14.00} XX/XX/XXXX Property Inspections {$95.00} XX/XX/XXXX Property Inspections {$61.00} XX/XX/XXXX Property Inspections {$310.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Property Inspections - {$15.00} XX/XX/XXXX Maintenance - {$1900.00} XX/XX/XXXX Maintenance - {$820.00} XX/XX/XXXX Maintenance - {$610.00} XX/XX/XXXX Maintenance - {$100.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} XX/XX/XXXX Maintenance - {$250.00} XX/XX/XXXX Repairs - {$100.00} XX/XX/XXXX Maintenance - {$30.00} XX/XX/XXXX Maintenance - {$60.00} Actions we have taken to get this resolved : Why are these inspection fees being charged? Contacts : XXXX. Spoke with XXXX XXXX about this on XX/XX/XXXX [ XXXX ] CONFIRMATION : # RR XXXX XXXX. " Lender Paid Expenses '' inquiry email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. Letter Sent XX/XX/XXXX regarding clarity on source of " Lender Paid Expenses '' Mr. Cooper ATTN : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX XXXX. Lender Expenses email sent XXXX XX/XX/XXXX [ XXXX ] XXXX. XXXX XXXX Phone Conversation, she said she sent email to customer relations team. XX/XX/XXXX [ XXXX ] XXXX. Called XX/XX/XXXX [ XXXX ] XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Texas. 23 minute call. Then it hung up. She said she couldn't tell me what the charges were for, and said her manager requested that I show proof that the work they are charging for. XXXX. Call XX/XX/XXXX [ XXXX ] Email Sent to XXXX. XXXX. Call XX/XX/XXXX [ XXXX ] XXXX from Arizona. Asking for a written request. Transferred to another department after about XXXX min. XXXX. Transfer XX/XX/XXXX [ XXXX ] She said she didn't handle that kind of account. Transferred again. XXXX. Transfer to XXXX XXXX XX/XX/XXXX [ XXXX ] Sent email to XXXX XXXX people requesting detailed explanation on what the charges were. XXXX 1 hour 20 min XXXX. Email Followup with XXXX XXXX & XXXX XX/XX/XXXX [ XXXX ] XXXX. XX/XX/XXXX received email from XXXX XXXX ( XXXX ) claiming over {$5000.00} was yard maintenance. XXXX. XX/XX/XXXX Responded in email asking for evidence. XXXX. XXXX emailed to inquire about " XXXX XXXX XXXX '' charges. XXXX. XX/XX/XXXX [ XXXX ] Two more mysterious charges on XXXX statement Maintenance {$12.00} and XXXX Inspections {$14.00} charged again send email to XXXX, XXXX XXXX XXXX. XX/XX/XXXX Called in to discuss the continuous " maintenance '' and " repair '' charges and Mr. Cooper says that somehow or another the Power of Attorney that has been on file since XXXX have somehow gone missing. They asked me to send in the POA again, which I did. XXXX XXXX. XX/XX/XXXX [ XXXX ] Called in because the XXXX XXXX XXXX with XXXX was charged twice ( XXXX, XXXX ) in the same amount {$3200.00} ( XXXX ). Played the same wait and hold. Them saying, yet again that they never received the POA documents. Created a Draft in XXXX email with Power of Attorney again to the above emails ( XXXX ) in case it comes up again. XXXX. XX/XX/XXXX [ XXXX ] Spoke with XXXX, and after an hour on the phone she FINALLY confirmed that yes indeed we have Power of Attorney. Next time instruct them to check the upload from XX/XX/XXXX. XXXX. XX/XX/XXXX [ XXXX ] Transferred to XXXX in XXXX to check on the double insurance charges... she says it was a mistake on their part and it should be refunded to the XXXX account. XXXX. XX/XX/XXXX [ XXXX ] XXXX minutes on the phone navigating system and was hung up on. XXXX. XX/XX/XXXX [ XXXX ] XXXX in XXXX insurance. She tried to tell me twice that the XXXX exact insurance charges for {$3200.00} were for different pay periods, one from the previous year, and one for the upcoming, which is of course incorrect. Another insurance payment on XX/XX/XXXX was made in the amount of {$3000.00}. So, she called XXXX and they agree, it was an incorrect double charge. They apparently sent an additional check to XXXX, but it was never cashed. ( XXXX minutes ). When she got back on the line, she apparently could not hear so she hung up. She said she would call back. XXXX. XX/XX/XXXX [ XXXX ] XXXX called back says XXXX 's XXXX wants me to call. Apparently they sent XXXX checks Policy XXXX ( Policy number XXXX ) Called Farmers and left a message. XXXX Department XXXX XXXX. XX/XX/XXXX The amount of {$18000.00} was sent from XXXX XXXX in to be applied to principle, and {$3200.00} which should have been applied to escrow. Only {$12000.00} were directed to principle. The remainder was applied to : {$2000.00} {$210.00} {$5400.00} {$100.00} {$560.00} {$200.00} _________ {$8.00} XXXX were all charged to " Lender Paid Expenses ''. XXXX. XX/XX/XXXX [ XXXX ] Called Mr. Cooper, spoke with XXXX about the {>= $1,000,000} She says : - " Property Inspection '' {$640.00} XX/XX/XXXX - {$4600.00} " Corporate Advance " - XX/XX/XXXX " Land Initial '' ( XXXX ) {$360.00} Still no clear answer on why or how " property inspections '' are being conducted, or what " repairs '' and " maintenance '' are being made. [ XXXX minutes ], transferred to XXXX Department. XXXX. Transferred to XXXX Department. XXXX with XXXX. She started the conversation by attempting to tell me that the POA was not valid since XXXX XXXX 's passing. Informed her that the Executor of the XXXX appointment me XXXX. She eventually understood. XXXX. XX/XX/XXXX [ XXXX ] Because of Mr. Cooper 's double send of insurance, the escrow account has a negative balance and they just raised the monthly payments. Spoke with XXXX, she is attempting to move some of the charges from " Lender Paid Expenses '' in amount of {$3100.00} to escrow. She says it should take about 24 hours to take effect.
Company Response:
State: TX
Zip: 75238
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A