Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX : I went to go make my payment for my mortgage as usual. However, this time the app on my phone that I use required I re-enter my data for some reason ( despite having it stored for the last year no problem ). I re-enter my account information and the payment shows as posted on Mr. Coopers website the same day. This is a pretty standard thing for them, showing it posted same day despite taking 1-2 days to withdraw from my account. XX/XX/XXXX : I called Mr. Cooper because the funds hadnt deducted from my account. I asked if they believe it was due to the XXXX? The gentlemen told me No and that the funds appear to have applied to my account already. I asked about it not clearing my bank to which he suggested I call my bank. I call my bank and verified that the funds havent been deducted, even with the holiday something would have shown by now. I checked the payment information and realized the account number was off by one number. I called Mr. Cooper and notified them immediately and told them NOT to apply the funds. I spoke with a gentleman ( I think his name was XXXX XXXX who told me there is nothing we can do but wait for the bank to ask for the money back. I made a payment with them over the phone that day to ensure I wasnt late. The employee attempted to pay only the minimum, {$2000.00} but I told him no, please pay the {$2100.00} as usual so I can pay an extra {$44.00} additional principle. At this time, I asked the employee what happens to the funds I pay today ( since it went all to principal because the bank hadnt asked for the old funds back ) and he said theyll reapply it to Principal and Interest. He did NOT tell me of any NSF fee or that the money I was paying would apply to any NSF fee. * This will come up later. They proceed to try TWO more times to withhold money from the wrong account after this conversation, despite me telling them not to. Early XX/XX/XXXX, sometime before XX/XX/XXXX but my phone log record wont go back that far so I dont have this exact date : I called early XX/XX/XXXX ( around XXXX I believe since thats when the payment reapplied ) once I saw they charged me a fee. I spoke with a female about disputing the NSF fee because I didnt feel it was fair to charge me a fee when I told them NOT TO APPLY THE FUNDS. I understand I called 9 days after I submitted the payment but they always apply the money same day, so even if I caught the issue right away there would not have been any process for me to prevent this from happening. Additionally, it isnt really NSF because I had the funds, it was just incorrect information. The woman I spoke to said she submitted a waiver request but never did. XX/XX/XXXX : After waiting a few weeks, nothing had happened. I submitted an e-mail request for the NSF fee to be waived, reference # XXXX XX/XX/XXXX : I received a letter stating The NSF charge, in the amount of {$25.00} has been waived. As of the date of this letter, your late charge balance is {$0.00} There was no additional information in this letter about what that meant, or the time frame for a correction so I waited. XX/XX/XXXX : I called Mr. Cooper again because I saw the NSF fee was still there. I spoke with a representative XXXX, who said : XXXX. She is not sure where the fee went or my money went. She shows the fee is pending but can not find the money XXXX. She then created a new fee to reapply the fee ( I didnt not understand this ) XXXX. Later, she changed her mind and said the fee that was waived was a Late charge fee and not an NSF fee. ( Note : their own document says NSF charge in the amount of {$25.00} was waived XXXX. She then proceeded to tell me that the payments I see on my account are not an accurate representation of the payment she has in her system. I disputed her on this saying they have a legal obligation to provide me accurate payment records to which she said the information they see is too confusing and complicated for me to understand and then send me to a supervisor. The supervisor told me it would take 5-7 business days from the date of the letter to have them reapply the funds ( even though I believe that day was the 7th business day at the time. XX/XX/XXXX : I called Mr. Cooper again. I spoke with XXXX who talked in circles about the same issues as before. I had to re-explain everything to him again. He tried to tell me the fee couldnt be waived because I already paid it. I told him that wasnt fair to because no one told me when I made my payment on XX/XX/XXXX I was also paying a fee, or I wouldnt have done it. He was finally apply to pull off the XXXX payment and reapply the additional {$25.00} to principal. I asked XXXX how long this process takes and he said typically 24 hours, but no more than 3 business days. Today is no XX/XX/XXXX, 8 business days after the last call and the funds are still showing incorrect.
Company Response:
State: WA
Zip: 984XX
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 am writing to dispute inaccuracies on my credit report that have had an adverse impact on my ability to obtain credit. The account in dispute is : Seterus XXXX In XXXX, I purchased property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL. XXXX. While the above listed account was not the original mortgage lender, they subsequently took them over. For 11 years, I had made consistent and on-time monthly payments. However, in XXXX of XXXX, I was notified by the 1st lien holder, Seterus, that due to the Adjustable Rate Mortgage contract, my payment would be increasing to an amount that would be difficult for me to maintain. I attempted to refinance but due to the housing crisis, I lacked the equity. I then applied for a Loan Modification, which was also denied. In good faith, I put the property up for sale for what I owed on both mortgages and continued making on-time monthly payments through XX/XX/XXXX. In XX/XX/XXXX, I received a short-sale offer for {$100000.00}. I submitted a loss mitigation application to Seterus on XX/XX/XXXX. I received a response letter from Seterus on XX/XX/XXXX requesting more documentation. The full package was received by Seterus on XX/XX/XXXX and a settlement agreement was reached on XX/XX/XXXX. The closing for the short-sale occurred on XX/XX/XXXX. The inaccuracies are as follows : Seterus is reporting that the account was 2 months late AND in foreclosure/collections. I was paid through XX/XX/XXXX and we closed on XX/XX/XXXX. I attached my bank statements as proof. The XX/XX/XXXX payment was not made because a settlement agreement had been reached and we were waiting on the closing. We should have closed in XXXX but the 2nd lien holder caused the delay by demanding {$6000.00} in lieu of the {$3000.00} that was initially agreed upon. This account should only reflect SETTLED-LESS THAN FULL BALANCE ; CLOSED. No late payments and ABSOLUTELY NO FORECLOSURE. Please note, I have been denied credit by XXXX XXXX due to this inaccurate reporting. I demand you produce a docket number for Foreclosure Proceedings in the State of Illinois or REMOVE THIS INACCURACY IMMEDIATELY.
Company Response:
State: IL
Zip: 60631
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 complaint starts with XXXX I called Mr. Copper lending company to check on my payments for mortgage. The letter statement showed XXXX but checking the website its was XXXX. This confusing situation began in XX/XX/2022, I spoke to Mr. Cooper on the phone about my shortage in escrow of XXXX and I talk to customer service and gave my account number, and routing number to electronically withdraw from my bank account. It was not done they said due to insufficient funds which was not true. Again I tried in XX/XX/2022 and spoke to Customer service and I got the same response from the REP. of INSUFFICIENT funds in account. All not true, so I mailed a check of XXXX and wrote on check memo line ESCROW ONLY along with sticky note in PINK. They applied it to my principle balance anyway. I again I called and talked to REP at Mr. Cooper to move funds to ESROW ACCOUNT. In the meantime they charged me XXXX on XX/XX/2022 and XXXX on XXXX I spoke to XXXX at Mr cooper XXXX XXXX and she said its a fee from my bank due to Insufficient funds and Mr. Cooper was charged by my bank that amount of money. I called XXXXXXXX XXXX and NO transaction was filed with them. Also the check I mailed XXXX was from the same account as electronic withdrawal. I want a refund of XXXX and XXXX
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RightPath Servicing has and continues to XXXX fraud in regards to the appropriation of monthly mortgage payments I am sending to RightPath Servicing. RightPath Servicing sent letters on XX/XX/XXXX and again on XX/XX/2022, stating my insurance had expired, of which it did not. RightPath Servicing stated numerous times that I needed to purchase Hazard insurance or they would purchase this insurance on my behalf and assess me for it. I sent RightPath Servicing proof of hazard insurance, multiple times. RightPath Servicing XXXX misled me by claiming I needed hazard insurance coverage, only to place a XXXX insurance policy on my property, and not hazard insurance. I have sent RightPath Servicing mortgage payments and have had these funds misappropriated by RightPath Servicing. Every mortgage payment applied to the fraudulent XXXX XXXX policy purchased by RightPath Servicing is considered a separate act of fraud, as is every mailed statement a separate act of fraud via XXXX mail.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a mortgage with XXXX XXXX XXXX, a bank both my mother XXXX XXXX and I have been a customer of for over 20 years. XXXX XXXX XXXXXXXX told me that they " can not stop me from applying '' but after my credit was pulled in connection with a mortgage application, I got no information as to how much I qualify for. I was told by the last loan officer who spoke with the manager, and he told me that I do not qualify for anything because I owe a debt that was not disclosed to me. I had requested through CFPB to know about the loan since XXXX and earlier, and I got a response from XXXX XXXX XXXXXXXX that " I am an unauthorized third party " and I do not have permission from the clients who actually took the loan out to know anything at all. ( attached ) I also contacted Nationstar ( mr cooper ) and they told me that the loan is XXXX. But that I am an unauthorized third party and I can not have access to the information. Both banks took my mother 's cash through an entity called XXXX XXXX about XXXX dollars CASH and how come the note went from XXXX to XXXX after paying more than XXXX cash? We went to the XXXX XXXX and they told us that they had sent money to both banks, XXXX XXXX XXXX and nationstar and that the money was paid according to a real estate contract filed in XXXX XXXX XXXX clerk in XXXX. That the banks attorney wants to sell our house keep my mothers furniture, house and retirement for the debt of others because the banks kept on writing checks for their clients XXXX XXXX and XXXX XXXX since XXXX when the prior owners bought the house for XXXX. Since then both banks have written checks until recently of XXXX to the order of their clients and for an undisclosed amount but now the banks want to cash in all the discharged loans on the monetary equity of the house. we contacted the attorney and he sent us some paperwork redacted that is old of a note XXXX XXXX payments ago. The bank got our cash from my mom and I, and mom was put in the rec because my income in XXXX was not enough to pay the XXXX monthly payment that the real estatte contract was based off. My income now can pay the mortgage but the banks inflated the mortgage to match the equity on the house after we paid about XXXX cash to both XXXX XXXX XXXXXXXX and natiosntar.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company Mr. Cooper failed to pay real estate taxes and when I brought to their attention they say that it was their fault that they did not collect but now I have a {$5000.00} deficiency in escrow and are raising my payments by 54 % which changes my payment from {$1100.00} to {$1700.00}. I can not afford this type of increase and this might cause me to default on my loan.
Company Response:
State: AR
Zip: 72764
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home in XXXX XXXX XXXX in XXXX, made payments with XXXX 11 years, never late, no problems at all at XXXX dollars monthly.. In approx XX/XX/XXXX, I began getting mortgage bills from a Mr. Cooper I knew nothing about. I called XXXX, asked what happened, was told XXXX some XXXX accounts like mine were sold to a Mr. Cooper. About XX/XX/XXXX there was a phone mail from Mr. Cooper that I needed to call asap. I called, was told then that I was in arrearage XXXX dollars in my escrow account, that this was a collection call! When I then spoke to a representative, she said I should not have received the call at all though later would receive 2 more over the months. I was told that in XX/XX/XXXX my payment would increase to XXXX monthly due to increased insurance in XXXX?. I paid XX/XX/XXXX increased amount as above. On 2 more occasions through the next months I received a collection call from Mr , Cooper. In XX/XX/XXXX when I called, I was told I now was XXXX behind {$3800.00} in my escrow account, then on the next billing I was XXXX dollars short so XXXX I had to pay XXXX dollars! The paperwork said if I don't pay the XXXX dollars by end of XXXX they would add the unpaid amount to my total amount owed on my home, just over XXXX dollars! I feel they are trying to drive me out of my home! I am on a fixed income at XXXX XXXX XXXX. I was an XXXX 35 years until I retired at which time I then got XXXX. The last 3 years I had to fight to live, am better now. I on XX/XX/XXXX did a second homestead exemption, had it filed. The Lady there told me they've had problems dealing with this Mr Cooper with others. I looked Mr. Cooper up for complaints, found there have been many in multiple states!. They have been found guilty trying to illegally drive especially elderly people into foreclosures! I asked the specialized Tax person doing my exemption on XXXX, XXXX if I should be paying so very much more from last years house payment due to increased insurance/taxations in XXXX, she shook her head no, said it should not be much more than the XXXX dollars monthly last year. I pray you can help me with this. I am doing my taxes on XX/XX/XXXX at which time the tax specialist said to bring the taxes for XXXX then to her. which I will be doing. When speaking with the staff at Mr. Cooper, it was obvious every call they did not care one bit about my concerns. I have worked so hard to buy my home alone. The tax exemption was filed on XX/XX/XXXX and filed.
Company Response:
State: FL
Zip: 32909
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper provided a payoff amount for the sale of this property that is in foreclosure. It is an estate and I am the realtor working with the XXXX Representative. The property was sold and Mr. Cooper was paid the amount they said they were owed on XX/XX/XXXX. The property is still in foreclosure and now Mr. Cooper says the payment was short {$400.00} and they now want interest. The bank sent a pay off to the title company, the bank was paid that amount by the due date. Not only does the bank not contact anyone ( XXXX XXXX, XXXX, XXXX representing the estate ) and say hey we made a mistake and the payoff was supposed to be more but they keep the property in foreclosure with an active foreclosure sale date. This is completely unacceptable. Mr. Cooper and those who represent them, have an obligation to do things in a timely manner. This is a very simple issue, the mortgage company can't come back after that fact and say hey we gave the wrong number and you paid it on time just like we requested but since we were wrong you not only owe the difference but you owe interest on that difference. The property sold to a new owner XX/XX/XXXX, it is XX/XX/XXXX, why is this still in foreclosure, the bank has not acted in good faith and has done a disservice to the public. They also have an obligation to give accurate accounting.
Company Response:
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : I sent a paper check to my mortgage servicer, Mr.Cooper on XX/XX/2023, with delivery expected by XX/XX/2023. The check arrived at Mr. Cooper on XX/XX/2023. I called Mr. Cooper to understand the status of my payment on XX/XX/2023. I was told that by the agent that they had not received it yet and at this point I was advised to put a stop payment request on the check sent on XX/XX/2023. Mr. Cooper then attempted to cash this check on XX/XX/2023. For 8 days the check sat unprocessed by Mr. Cooper. That check was returned NSF as I was told to put stop payment and send a new check ( I was notified of the NSF on XX/XX/2023 ). I sent a new check on XX/XX/2023, with expected delivery of XX/XX/2023. Mr. Cooper has still not processed this check as of XX/XX/2023 and has since marked my account as past due. My XXXX payment was sent on XX/XX/2023, and has still not yet been cashed by Mr. Cooper. Due to Mr. Cooper 's delays in processing my checks, they have placed my account in Overdue status.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I switched to Mr. Cooper for our mortgage a few years ago- I believe everything was finalized XX/XX/XXXX. We received a certified letter from XXXX XXXX XXXX XX/XX/XXXX stating that our city and county taxes were not paid for XXXX. When I reached out to Mr. Cooper XX/XX/XXXX to find out why the XXXX taxes werent paid out of our escrow by the due date at the end of XX/XX/XXXX, I was told it was an error on their part and that the taxes would be paid out of our escrow, with all penalties and interest paid by Mr. Cooper, within 5-7 business days. When the delinquent taxes still were not paid 2 weeks later, I again reached out to Mr. Cooper. I was told at that time that they were waiting on XXXX XXXX to verify how much they owed. I live in XXXX XXXX, and I asked them to pay XXXX XXXX XXXX. I corrected them, and I was told they would ensure the tax cert was sent to XXXX XXXX XXXX. These delinquent taxes still were not paid several days later, so I reached out to XXXX XXXX XXXX directly, who stated they never received any communication from my mortgage company. When I called Mr. Cooper back to ask for clarification on this, I was told Pennsylvania had a blackout period and the taxes were unable to be paid until XXXX or later. I explained that it was now XX/XX/XXXX, and I was then told I just needed to give it more time and that there was no set time that the blackout period would be over. I requested they conference call in XXXX XXXX XXXX to explain why the taxes would not be paid within XXXX days of notification as stated in the certified letter, at which time XXXX XXXX XXXX stated that there was no blackout period. The escalation manager reportedly sent a message to Mr. Coopers tax department ( he stated they were XXXX ) stating that and was told they were researching this. I spoke to someone else at Mr. Cooper later in the afternoon XX/XX/XXXX, who stated that, if I sent a copy of the certified letter from XXXX XXXX XXXX to them, my taxes would be paid that evening. I sent an email to Mr. Cooper with those documents attached that very evening, and, upon calling today XX/XX/XXXX, the taxes still have not been paid. I was again told by the escalation manager at Mr. Cooper that I needed to give it more time. Despite that I have repeatedly stressed over hours on the phone over the past several weeks my fear of being taken to court and/or having my house foreclosed on for not paying these taxes, they still have not been paid out of my escrow. Im not even sure what Im waiting for for them to be paid as I already sent over the documents detailing everything they needed. I cant get an answer from Mr. Cooper either, as they state that their tax department ( XXXX ) doesnt do customer service and can only respond via email ( which I sent an email to them over 3 weeks ago and never received a response ) or chat with a Mr. Cooper representative.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A