Date Received: 2023-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a payoff quote on XX/XX/23. Mr. Cooper started sending advertisements regarding mortgage services and loans to my home address but not my payoff quote. I called on XX/XX/23 to inquire about my payoff quote and was told it was mailed to XXXX XXXX XXXX, XXXX, XXXX XXXX ( an old address not in use for over 8 years ). Mr. Cooper mails all of my mortgage statements to my home at XXXX XXXX XXXX XXXX, XXXX, IL XXXX, yet did not mail the payoff quote to my address. I was told it would be a charge for an email quote, but it would be waived, they still did not email the payoff quote. I called again this morning and was told it was mailed to Indiana and I would have to pay for it to be emailed, they then hung up the phone and refuse to give me a payoff quote. This is holding up the sale of my home.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, My mortgage lender, Mr Cooper, cashed my XXXX mortgage payment. They are saying they can't find the payment. I have been in contact with Mr. Cooper since mid XXXX to get this straightened out and they have been stalling. Today, XXXX XXXX, 2023, they are again saying I have to pay XXXX again because they can't find what they did with the payment. I have submitted copy of cancelled check and bank statement showing payment from my account for XXXX mortgage payment and received by Mr. Cooper. They are refusing to credit my mortgage payment and are telling me I have to pay it again. The proof of payment has been submitted from my bank and they are refusing to accept it. I have all copies of cancelled check and bank statements which came directly from XXXX. I have attached a copy of the check from XXXX bank but I am not able to attach the bank statement. It's telling me the file is too big. Please let me know if you need more information. Thank you XXXX XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr Cooper that was transferred to them in XXXX, completed on the XXXX. once the transfer was complete, i paid for the month and set up autopay that was scheduled to start the following month. There auto charged me immediately the next day on the XXXX. i was able to get that charge reversed. Shortly after, i re-setup autopay. I didn't receive a statement for XXXX and the next bill i received was for XXXX. Autopay drew from my account what was on that statement. however, my account was still showing unpaid for XXXX. I called and they said what i paid was applied to XXXX and they couldn't find a statement for XXXX. I didn't receive any notice that i was missing a payment or that my account was behind. And speaking with the repXXXX they canceled the autopay without notice.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX and I are both service-connected XXXX Vets and he and his wife XXXX are under contract on a more accessible house that will improve XXXX daily quality of life. I have made an offer to purchase their current home via loan assumption and a cash payment to cover the remaining equity theyve built in the home. VA Loans allow for these assumptions, and the current servicer, Mr. Cooper ( formerly Nationstar ), assured XXXX and I that this process could be completed timely, within the bounds of a traditional real-estate-close schedule. We received these assurances verbally before we signed our sale/purchase agreement. After signing, we immediately reached out to Mr. Cooper with the sales contract and initiated the assumption process. We completed all documents they requested, and provided those, along with any documents we anticipated they would require, within 1.5 business days. Mr. Cooper then told us that this process would take XXXX to 6 months. Each time we speak with someone at Mr. Cooper, the number we are given changes once we were told 30 days, the next time 60 days, another time 45 days, and so on. The most recent interaction I had with them was today, and they landed on 4 to 6 months as the estimated time to complete the assumption. I also had XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX on the phone with them today. He was taken aback by the notion that it would take XXXX XXXXr 4 to 6 times longer to only run credit and order an appraisal than it would to do both of those things AND fund a loan, as they do with new retail loans. XXXX XXXX states that they do not have a way to transfer us to the Assumptions team to speak with someone who can give us any sense of whether the paperwork we submitted was complete, what the next steps are, or any realistic time frame. The XXXX XXXX agents weve spoken to have requested internally that the Assumptions team reach out to us directly, but we have not received any calls or emails in response. Given the way South Carolina 's real estate laws work regarding XXXX money, both XXXX and I stand to lose thousands if our deal falls apart, as it would cause his other deal to fall apart as well. Worse, however, is that XXXX and XXXX will have restart their sale and search processes and prolong the time spent in a home not well suited to XXXX needs. We are desperately seeking a timely solution for this issue.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Tired of feeling like a hostage to this company : We had to do a loan modification during the pandemic and my mortgage has been in default ever since the new loan papers were signed. And despite the many phone calls me and my XXXX XXXX Loan Advocate have made Mr. Cooper absolutely refuses to work with me to bring my account current. 1. I am a disabled XXXX and due to my disability status I am not required to pay property taxes. After signing the new agreement in XX/XX/2021 Mr. Cooper took it upon themselves to pay property taxes to the city of XXXX when I was exempt. The supporting paperwork for the tax exemption was submitted and approved by the city of XXXX, however, the city of XXXX did not update their database in a timely manner. Despite the supporting documents submitted to Mr. Cooper, XXXX paid property taxes on my behalf pursuant to out of date website/database information and put me in default and threatened foreclosure proceedings. While this was eventually corrected and funds eventually returned by the City to Mr. Cooper, Cooper then fabricated issue # 2. 2. After many months of being caught in the middle of the city of XXXX and Mr. Cooper while trying to resolve a property tax issue created by Mr. Cooper, XXXX finally excepted fault and paid back the city of XXXX and money taken out of my escrow account was returned. About 3 months later I received another foreclosure warning stating I am a full month behind in mortgage. At the onset Mr. Cooper said, with no real explanation, that this particular past due amount for the month in question was not covered under the COVID loan modification program. I then brought my XXXX Home Loan Specialist in to assist. After further back and forth Mr. Cooper then stated that I missed a payment after the modification was agreed to. I have never agreed to this assessment, but due to a lack of resources decided to try to get current. a. Ive been paying mortgage + about {$100.00} every month to pay down outstanding balance. b. Mr. Cooper will not accept partial payments towards outstanding balances and has placed over payments into an unapplied funds holding. c. I get charged $ XXXX/month for the alleged unpaid month of mortgage. d. Its been about nine months and despite the {$70.00} a month charge the amount in the unapplied funds and the amount in my escrow now equal the amount that is past due. 3. Now, Mr. Cooper still wont help to close this outstanding balance, stating that funds in escrow can not be released and will remain frozen until past due amount are brought current a. To reiterate, Im a disabled XXXX and that means Im on a fixed income and Im already over extending myself to accommodate. b. At the current rate of {$100.00} payments towards outstanding balance minus {$70.00} in fees Im on the hook for XXXX knows how long. c. I keep receiving monthly foreclosure warnings. The money is there in the separate accounts Mr. Cooper decides to allocate funds to and unable to consolidate and redistribute due to the rules and procedures that Cooper makes up. Meanwhile, they gladly take my late fees and send threatening letters every month. Whats the solution?
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 b ( a ) ( 2 ) states any consumer reporting agency may furnish a consumer report under the following circumstances : ( 2 ) in accordance with the written instructions of the consumer to whom it relates. The following agencies are reporting and recording nonpublic information including reports containing transactions history and experiences between myself and financial institutions making the reports, adverse action not pertaining to a conviction of a crime, on my consumer file without my permission or consent : XXXX, XXXX, XXXX. These actions are a direct violation of 15 USC 1681b permissible purpose and 15 USC 1681c information contained in consumer report, 15 USC 1681e compliance procedures has also been violated that no consumer reporting agency may furnish a consumer credit report to any person if it has reasonable grounds for believing the consumer credit report will not be used for purposes listed in 1681b. The action above, taken by the consumer reporting agencies are also violating the Privacy Act of 1974 and the Fair Credit Reporting Act. Title 5 USC 552a ( 4 ) defines what a record is, vividly describing a consumer credit report and 5 USC 552a ( b ) sates the conditions of disclosures pertaining to those records that no agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains. This law ( 552a ( b ) ) is in correlation with 15 USC 1681b ( a ) ( XXXX ) which again is being violated. The financial institutions and credit reporting agencies XXXX, XXXX and XXXX did not and do have my consent to furnish, report or record this information and most certainly do not have my written consent. Any and all consent whether implied, assumed, verbal, nonverbal or any of the like is revoked and all unauthorized reported or recorded nonpublic personal information shall be removed immediately. 12 CFR 1016.1 purpose and scope governs the treatment of nonpublic and personal information about consumer by the financial institution. ( 1 ) requires a financial institution to provide notice to customers about its privacy polies and practices. ( 3 ) states financial institutions must provide a method for consumers to prevent disclosing information to nonaffiliated third parties. This opt out method must be clear and conspicuous and must accurately reflect privacy policies to the customer/consumer before any disclosing of nonpublic personal information about the consumer to any nonaffiliated third party in accordance with 12 CFR 1016.1 ( 1 ) ( 3 ), 12 CFR 1016.4 ( a ) ( 1 ) ( 2 ). 12 CFR 1016.7 states the form of opt out notice to the consumer must be clear and conspicuous and accurately explains the right the consumer has to opt out and which reasonable means the consumer can do so. I, the consumer does not recall receiving from XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX Bank a clear and conspicuous notice of my rights which accurately explains my rights and a reasonable means to exercise them. These actions are direct violations of the laws stated above. Lastly, 12 CFR 1016.7 states a consumer may exercise the right to opt out at any time. I the consumer, am opting out any and all your reporting services permanently.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: As a XXXX XXXXXXXX veteran, I am currently under contract to purchase a more accessible home that will improve my daily quality of life. I am also under contract for the sale of my current home. The person who is purchasing my home is also a XXXX veteran and we are in the process of a loan assumption with my current servicer, Mr. Cooper ( formerly Nationstar ). Mr. Cooper initially assured us ( both buyer and seller ) that the assumption process would be completed in about 30 days. We received these assurances verbally before we signed our sale/purchase agreement. After signing, we immediately reached out to Mr. Cooper with the sales contract and initiated the assumption process by completing the assumption package that Mr. Cooper sent me. Both the buyer and seller completed all documents that Mr. Cooper requested, and provided those, along with any documents we anticipated they would require, within XXXX business days. Mr. Cooper then told us that this process would take 3 to 6 months. Each time we speak with someone at Mr. Cooper, the timeframe we are given changes once we were told 30 days, the next time 60 days, another time 45 days, and so on. In the most recent interaction with them the timeframe of 4 to 6 months was the estimated time required to complete the assumption. A 4 to 6 month timeframe is unreasonable and will cause me to have to terminate both this contract and the one for the home I'm trying to purchase. I stand to lose thousands of dollars if this were to happen. The closing date for the home I am purchasing is XX/XX/23. Mr. Cooper states that they do not have a way to transfer us to the Assumptions team to speak with someone who can give us any sense of whether the paperwork we submitted was complete, what the next steps are, or any realistic time frame. The Mr. Cooper agents weve spoken to have requested internally that the Assumptions team reach out to us directly, but we have not received any calls or emails in response.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I asked the two banks involved in the debt collection of their attorneys at XXXXXXXX XXXX XXXXXXXX abut the debt and validation according to FDCPA and they failed to comply with the federal rule because they did not : gave me a validation notice to read : 1. Name and mailing information of the debt collector.-THEY DID GIVE THIS XXXX XXXX XXXX XXXX and XXXX acting for both XXXX XXXX XXXXXXXX and mr cooper ( `` a Note '' they have ) 2. Name of the creditor to whom the debt is owed -the did ( XXXX XXXX XXXXXXXX serviced by mr cooper ) THEY DID GIVE THIS TO US 3. Account number ( if any ) associated with the debt - THEY DID GIVE THIS TO US BUT WE DID NOT TAKE OUT THIS LOAN loan XXXX XXXX. An itemization of the current amount of the debt that reflects interest, fees, payments, and credits since a particular date that you may be able to recognize or verify with records - THEY FAILED TO PROVIDE SAYING WE ARE AN UNATHORIZED THIRD PARTY AND YET THEY WANT TO COLLECT FROM US?? XXXX. The current amount of the debt as of when the validation notice is provided Information about your debt collection rights including how to dispute the debt This notice is meant to help you identify whether you owe the debt and whether the collectors information about the debt is accurate. The notice must include a tear-off form that you can send back to the debt collector to dispute the debt or take other actions. THEY DID NOT PROVIDE THIS TO US 6. A statement that the communication is from a debt collector. THEY DID NOT PROVIDE THIS TO US, THEY ATTEMPTED TO VERIFY IN CONNECTION TO A LOAN APPLICATION WITH XXXX XXXX XXXXXXXX ( ATTACHED ) AND MR COOPER ( ATTACHED ) 7. The name and mailing information of the debt collector and the consumer THEY DID NOT PROVIDE THIS TO US BECAUSE WE ARE AN UNAUTHORIZED THIRD PARTY 8. The name of the creditor to whom the debt is owed THEY SAID IS THE XXXX XXXX XXXX XXXXXXXX NOTE '' It is possible that more than one creditor will be listed THEY DID NOT GIVE ANY INFORMATION ON THIS The account number associated with the debt ( if any ) THE LOAN ACCOUNT NUMBER IS DIFFERENT FROM THE ORIGINAL " XXXX XXXX XXXXXXXX NOTE '' An itemization of the current amount of the debt that reflects interest, fees, payments and credits since a particular date, the itemization date ( THEY DID NOT PROVIDE The current amount of the debt as of when the validation information is provided Information about your debt collection rights, including language that : If you dont dispute the debt within 30 days the debt collector will assume the debt is valid If you do dispute the debt in writing within 30 days the debt collector must stop collection until it provides you verification of the debt. WE HAVE DISPUTED IT ALREADY THROUGH CFPB AND THE BANKS HAVE MY MOHTER 'S CASH IN THEIR BOOKS AND HAVE NOT PROVIDED CLEAR AND FAIR ACCOUNTING, THEY COLLECTED IN COURT
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently filed complaint number XXXX in regards to escrow amount that should be XXXX because my husband is exempt from property taxes as a XXXX veteran. This was closed after the company responded that they need a XXXX tax bill showing that {$0.00} is owed. The county where I live will not generate a XXXX tax bill until XXXX. I have submitted multiple times the letter sent by the XXXX XXXX, Va XXXX of XXXX that states he is exempt for the amount of the assessed value of the home and it states that value will not be reassessed until XXXX. The XXXX XXXX, Va XXXX XXXX XXXX XXXX staff have told me on multiple occasions this document is sufficient for mortgage companies and no other documentation has ever been required in order for a veteran who earned this exemption to receive this benefit. They continue to not adjust the monthly mortgage payment to reflect this status. I have no intention of paying into escrow until XXXX when they are going to incorrectly figure my refund and I have to continue to complain to this entity. I would like assistance in having my mortgage transferred away from this dishonest company.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage through the mortgage company Mr.Cooper. I get charged every month for taxes that's included in my mortgage amount and I just received a letter from my local tax office for delinquent taxes for the property. I was under the assumption that the taxes are included in my monthly mortgage amount that I pay to Mr. Cooper. I spoke with the tax office and the taxes is delinquent with interest in the amount of XXXX. The later half of last year Mr. Cooper increased my mortgage payments so why they didn't pay the taxes. I'm getting charged escrow every month so I don't see no reason as to why I'm still responsible for the taxes.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A