Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred to Mr. Cooper. After it was transferred I started getting calls that my payment was past due, however, Mr. Cooper never sent me any information on how to pay at the time and I could not access the online portal. After 6 days I finally had access to pay the payment but not after continuously receiving calls my account was past due. Not good customer service. 2 days after making a payment I logged in and noticed my minimum payment had increased by XXXX. I was not notified at all. The only reason I saw was because I logged in. Very poor practice they would raise a payment amount without information a customer as to why. I sent a chat and they said it could be potentially because they have a different minimum for escrow accounts. I understand different companies have different policies but that information was not provided to me as a new customer. The person on the chat ( XXXX ) just kept saying they didn't have enough information. Very poor customer service that they can raise the payment amount but don't have enough information to tell me why.
Company Response:
State: MO
Zip: 64050
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were paying 1 month behind and Nationstar reversed our payment for XXXX ( XXXX ). At that point our account was 60 days past due. I contacted XXXX at Nationstar to inquire why the payment was reversed and was told the account was too past due, and that a demand letter had been sent. XXXX told me at this point I can't just make my monthly payment of {$1700.00}, and my only choices are to pay {$5400.00} or apply for loan assistance. I applied and a acceptance letter was generated with repayment amount that far exceeded the past due amount, late charges, and fees. I had a representative for XXXX XXXX conference call my lender to discuss the teams of the forbearance or assistance. We spoke with XXXX who stated the issues we had with the terms would be escalated to a manger and reviewed. I was told that since my application was accepted before it would be accepted after the terms have been reviewed. My 3rd party representative reached out to Nationstar on XXXX and was told the forbearance is still under review. I also check my online account regularly and it showed forbearance is in review process and 1st payment of repayment would be due XXXX. Today XXXX My 3rd party representative conta ted me stating she could not reach XXXX, but the Nation star rep she spoke to said everything had been denied. And the forbearance that was approved is now denied. And that My home is in foreclosure. My online account will still not allow me to make a payment. And when I call in the rep all gi e different information. I have not received proper servicing of my loan.
Company Response:
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, my mortgage holder, Mr Cooper Group , Inc of XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, withdrew {$1000.00} from my XXXX checking account, but never posted or otherwise credited it to my mortgage account nor would they reverse the charge when I requested it. Despite my numerous phone calls and several chat sessions with them, they've yet to correct their error, instead blaming it on a system update that will eventually correct itself. transcript from a chat session : There was a payment system update over the past month. We apologize for the inconvenience it mayve caused. There will be no fee charged if the problem persists on our end... ..I show that the payment was reversed due to invalid account number, and this was the same problem we faced during the update. I can create a request to know the detailed summary about the payment. They never got back to me with the results of their request. In fact, they have yet to return a single one of my phone calls. Further, they have put me on hold for extended periods of time only to abruptly disconnect ( hang-up ) without ever taking me off hold! I have literally spent hours of my time ( and many sleepless nights ) trying to get this problem corrected, but to no avail. At this point, I need someone to intervene on my behalf, before Im forced to seek a legal resolution to my dispute, because clearly, Mr Cooper has either been unwilling or unable to correct the problem themselves, instead opting to wrongfully take my money and ignore me.
Company Response:
State: AZ
Zip: 85375
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Mr.Cooper mortgage company completed an " escrow analysis '' of our mortgage in XXXX of XXXX, in which it created an artificial " escrow shortage '' by anticipating property tax payments a full TWO MONTHS before such payments are actually due. On XXXX XXXX we wrote Mr.Cooper pointing out the error, and a subsequent " escrow analysis '' was conducted repeating the same error and continuing to create an artificial escrow shortage for which Mr. Cooper seeks to raise our mortgage payment. Further, despite the " anticipated '' escrow payment used by Mr.Cooper, the actual property tax payment " anticipated '' for XXXX XXXX, XXXX was not actually made by Mr. Cooper ( it isn't due until March ), thus proving there is NO escrow shortage.
Company Response:
State: NH
Zip: 03103
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'd went through a divorce for a year-and-a-half. I informed the bank that my husband abandoned the marital home in XXXX and asked for him to be removed. They said they had to have a bank account with just my name on it, for one year, to remove him from the title. I did that, in XX/XX/XXXX. I always pay online and the state of my mortgage loan is my # 1 priority. I was awarded the marital home through divorce on XX/XX/XXXX, as we had a previous legal document that this was to transpire, as I put down the entire payment for the home and also cleaned up my ex 's credit from my own inheritance. The court order states that I'm to remove him from my mortgage within five years. In XXXX, I made a payment for my mortgage, and continued to do so in XXXX. In XXXX, it occurred to me that on the mortgage app, it says my mortgage wasn't paid in XXXX of XXXX. I called the bank and a girl named XXXX said that the payment was returned. I told her that no one called me to report it, as they would for previous concerns, and she said I was placed on a " do not call '' list, and said she would remove that feature, to ensure if something should happen again, that I would be contacted. This was after three times I called and spoke to three very XXXX people, who said they wouldn't help me, as I was concerned about now my credit report. They told me nothing could be done. When I spoke to XXXX, I said I'll make payments for the remainder of the year now, and please request for that to be removed, as this was also an oversight on the bank. She told me ( unlike the previous three bank calls to them ) that I have to send an email with the request. I will include the paper trail of all of them, which overall became three emails. Today will be four, because I had another issue with payments and the bank. The bank also did not pay my homeowners insurance to my new company, and the company dropped me. It turned out that Mr. Cooper paid the previous company, so without knowing, I did not have any lapse in coverage. When I asked the insurance department why this happened, I was told, " Though not an excuse, we are extremely short-staffed here. We did receive their invoice and termination letter, but no one read it. '' Unacceptable. I was able to manage to convince the new company to forgive me, and had to constantly monitor the mortgage company, to ensure payment. I've also had an issue with them putting my address as something incorrect on the loan. They took my loan from a previous bank, and wrote the entire thing in wrong. XXXX told me to include that information in the email and I did, along with my tax bill and my drivers license. They refused to update their oversight, instead blaming me and the township and requesting very unreasonable documentation to correct their own mistake. They also said reporting the credit concern was justified, without reflecting on why this was a concern and how badly I was trying to work closely with the bank and be in good standings. On XX/XX/XXXX I emailed Mr. Cooper to address again the non-communication of the rejected payment, so I could address it immediately ( I thought I was making on-time payments, thereafter ), again the address error on their part, my upset with their disconcern with my credit, XXXX, and payment information, and today is XX/XX/XXXX. I haven't heard a thing. On XX/XX/XXXX, I paid XXXX 's mortgage on the same app I use, from that same, solo bank account, for 2 years. I received 23 confirmation emails from Mr. Cooper, that they received my payment. I'm attaching screenshots. This was obviously concerning to me, so I since constantly monitored my checking account to make sure they didn't attempt to make insanely more than 1 mortgage payment. They didn't take any mortgage payment out, and I ensured everyday, that the {$2000.00} I pay, was readily available in my checking account. I again looked today, and it wasn't withdrawn, and I also saw that in XX/XX/XXXX, Mr. Cooper charged me multiple late payments, knowing I paid three months in advance. I called today and spoke to XXXX, who said her manager was going to call me about this, stating the lates were XX/XX/XXXX, not XXXX, and I said that's not what the app says and that's again false, as I prepaid XXXX as well. Upon further review, XXXX said that my bank account says it's closed. I said it is not. She mentioned my previous checking account that I removed two years ago, and I said that I removed that and that I posted to remove it from my account ending in XXXX, as it has for two years now. XXXX said, she would also mention it to the manager because they have been " having payment issues. '' She then took my XXXX payment today, now after the month, and I asked for her notes to reflect this error, and that they AGAIN did not write to nor call to contact me about this, that this is ME initiating to THEM, my concerns about ensuring on-time payments both for my mortgage and that we had a homeowners payment issue as well. She said she documented this and that a manager would have to call me. I asked when today she would contact me, and I was asked, " Oh you want a call today? '' OF COURSE I DO! These people are absolutely ruining my life. They refuse to work with me on any level, they have now gone past the timeframe to address my most recent email on XX/XX/XXXX, their own words, in accordance with the XXXX XXXX XXXX XXXX XXXX, as it's been well after 30 business days, federal holidays included, and they did not request an extension, per their own notes and policy. I am not only concerned about my credit, this also impacts my ex-husband 's credit too, but I can't remove him due to these false notations about my non-attempts to pay on-time, but any other bank won't be able to help me and take over my mortgage with these descrepencies either. Not only has my score gone down because of that late report from XX/XX/XXXX, not one month since, have they reported the on-time payments. So that has drastically reduced my score as well. What's so upsetting is that I chose the bank that I wanted to work with when I bought my home 4 1/2 years ago, and without a say, I was sent to Mr. Cooper and they've made the past year an absolute nightmare, on top of going through a painful and expensive divorce. I will be happy to share the emails and letters sent to them for your records. Please help! Thank you for your time.
Company Response:
State: NJ
Zip: 08879
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to Nationstar Mortgage LLC d/ba Mr. Cooper late last year, 2022, and they have force placed insurance on our mortgage. We have attempted to upload more than six times our updated flood insurance information only to receive every time an error message " Email input error. '' Their website address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX We have tried to upload the documentation in .pdf regular and compressed format in addition to .jpg format all receiving the same error on multiple different dates from multiple computers only to receive the same error message. I emailed the policy documentation to Mr. Cooper at XXXX and also to XXXX and have never received an acknowledgment of receipt or any type of response. Our insurance company, XXXX XXXX XXXX, advised me that they faxed the updated flood insurance policy information requested to Mr. Cooper as well. I have called Mr. Cooper. I have chatted with Mr. Cooper. I have emailed Mr. Cooper. There is absolutely no assistance or resolution for this. I was simply told that they would research this and get back to me within 5 to 7 business days. I filed a complaint with the Better Business Bureau and attached to the complaint the requested proof of flood insurance. Mr. Cooper simply recently responded with a letter asking me for the email address of where I sent the proof of flood insurance as they have not received it and they still will not remove the force placed insurance. The complaint filed with the Better Business Bureau against Mr. Cooper had the proof of flood insurance attached to it so they do absolutely have the necessary documentation to resolve the problem and cancel the force-placed insurance policy placed on our mortgage. They are denying that they do not have the documentation by simply asking me for the email address that I sent it to and saying they have not received it. They have taken money from our escrow account and used it to purchase a policy of insurance that we do not need and did not authorize them to purchase. It is unethical. I can not believe they are doing this sort of thing to their customers. Back in 2014, there was a class action suit against Nationstar for force placing insurance on their customers. Unbelievable that Nationstar is now doing it to their customers again under a new name, Mr. Cooper.. I have NEVER had an insurance company conduct business in this manner. I posted on their XXXX page about the problem earlier this week and they advised to call them for help. I decided to call to give them another opportunity to fix the problem and all I got was we are researching the issue and can not help you at this time. No customer service whatsoever. Worst company I have ever had the pleasure of dealing with on our home mortgage and we can not do anything about this because they bought our mortgage so we are stuck with them.
Company Response:
State: FL
Zip: 33782
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This text entry field doesn't retain any original formatting which I've used to make my story easy to read. I'm including a PDF in the attachments called " What Happened '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The same complaints were mentioned the Nationstar 's XXXX class action settlement. Their behavior hasn't changed. In short, I agreed to a loan modification offered by XXXX XXXX XXXX that Ive been paying on for the last year that every human I've talked to, except for XXXX, agrees I have. But it still hasn't been registered in the system and the system keeps telling me that Im getting more and more delinquent. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - After a year of being assured by everyone I've talked to that the system just needs to " update '', my final specialized representative XXXX XXXX who I was " escalated '' to, refused to actually look into fixing the problem. He wanted to just ignore my modification and steer me into a brand new one at double the rate for {$600.00} more per month. The only options left to me with are to come up with {$19000.00} to get my old pre-mod loan back or foreclosure. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The details are in the attached PDF " What happened ''
Company Response:
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having many problems with this XXXX Mr Cooper. For a decade things were fine, but as soon as Mr Cooper assumed my loan things have gone array. Before they refused to process my payments, now a monthly fixed payment of XXXX $ has balloned to XXXX XXXX I have no choice but to pay until this is fixed. I would request assistance returning my payment to XXXX $ and staying there like a fixed rate should. There have been no increases in my lot property taxes so it should still be XXXX $ XXXX. I pray you can assist. XXXX
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have on NUMEROUS occasions requested MR COOPER to remove the derogatory remarks on my credit report. In late XX/XX/XXXX I called MR cooper and informed them I was struggling to pay my payment due to natural disaster of hurricane Michael here in FL affecting my job as a XXXX in XX/XX/XXXX. The woman I spoke to stated I could set up a forbearance plan to help with my circumstances. I was told by said woman that i could enter into forbearance if I was unable to make the payments. I reiterated a question to the woman 3 x - " would this forbearance be reported as a late payment? ". The Mr cooper rep confirmed on their RECORDED LINE that it would not negatively effect my report and would report as current. I called numerous times and requested for a supervisor to look into the matter as i was 100 % sure that i was told the forbearance would NOT report as anything other than current. I AM STILL WAITING ON THE PROOF THAT THE AGENT SAID OTHERWISE. I have tried to dissolve this issue repeatedly with no assistance from Mr cooper. I have attached my statement from XXXX showing i was in forbearance at that time yet was reported as late 90 days until XXXX. When i requested this forbearance IN XX/XX/XXXX I was requesting due to a natural disaster which I VOICED TO the Mr cooper rep at the time. I live in FLORIDA and was affected by Hurricane Michael in XX/XX/XXXX and due to this CAT 5 storm my job as a XXXX was affected and in turn so were my payments. During a forbearance period, your mortgage company may not assess late fees and will not report forbearance or delinquencies caused by the disaster to credit bureaus I AM BEGGING MR COOPER TO REMOVE THIS NEGATIVE REPORTING ON MY CREDIT REPORT AS IT IS CASUING SO MANY ISSUES OBTAINING A NEW MORTGAGE. I am being ignored and blown off even though i was told incorrect information by Mr Cooper representative on the way this information would be reported. I have a perfect credit hx other than this " late payments '' and i am demanding Mr cooper administration look into the issue and listen to the call recording as well as provide me that information. It is illegal to tell a consumer one thing on the phone and have them sign a bunch of paperwork stating the opposite. That is not right!
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought by mr cooper XXXX XX/XX/XXXX- I paid my last payment to XXXX XX/XX/XXXX and next payment with Mr cooper as advised XX/XX/XXXX. Every payment went ok for XXXX XXXX then in XX/XX/XXXX began to get rejected. XX/XX/XXXX rejected- I tried to make that payment again XXXX XXXX it was reversed. XX/XX/XXXX I made two payments and they were both reversed. Upon messaging the company I was told my bank account must have been entered wrong ( odd because it had been fine prior? ) however I re entered the info same as it existed on the page! And re submitted. They have already hit my credit multiple times and assessed XXXX fees. The only answers I have got were via a XXXX on their XXXX account and she stated I owe the payment that the last mortgage company didnt forward for me but I have proof of draft from bank that it was paid in XXXX. I have also got MANY letters saying my payments are needed, my va loan is at risk and they can not reach me. My information has never changed- I only have one phone number and have never got a phone call until a message I received Friday XX/XX/XXXX from thomasette (? ) and i attempted to call her back 3 Times over a hour and a half and left one message also. Ive found that multiple persons are also having issues with this company? Im unsure if they are intent on pushing homeowners into foreclosure or what but its very scary. I never applied for any XXXX assistance or been late on my payments- their refusal and reversals of payments have caused the issues
Company Response:
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A