Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MR COOPER IS PUTTING ME AND MY FAMILY IN XXXX WAY REFUSING TO : XXXX .APPLY MY {$930.00} LOCATED IN THEIR SUSPENSE ACCOUNT TO MY ARREARS, XXXX. REFUSING TO APPLY MY WIRED {$6500.00} TO MY ESCROW SHORTAGE VIOLATING FEDERAL AND XXXX XXXX LAWS, XXXX. I HAVE BEEN SENDING MY APPLICATION FOR TRIAL MODIFICATION BACK AND FORTH FOR OVER XXXX YEARS OR MORE AND MY ACCOUNT IS ON HOLD AND NEVER SENT NTO XXXX FOR FORECLOSURE STILL, THEY CHARGED ME FRAUD LEGAL FEES LENDER PAID EXPENSES TOTALING {$5500.00} AND THEY REFUSE TO DELETE THE FAKE FEES. PLEASE HELP. SINCERELY, XXXX XXXX XXXX WITH HONORS
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During our mortgage loan modification process, our loan was sold from XXXX XXXX to XXXX in XXXX of 2022. Mr. Cooper took five months to book our mortgage and give us online access to make payments. Funds were misappropriated, and one of our payments was lost or misapplied. Blatent and evident proof has been made of all payments for the past 13 months. Proof of payments on highlighted mortgage statements, cashed check copies, and supporting bank statements have been communicated multiple times in the last seven months to fix the error with no resolution. We have been receiving harassing phone calls every month about late payments when all payments have been made on time. Multiple representatives made many empty promises, with phone calls rarely being returned. Shoddy customer care and regard.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 494XX
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: XXXX sold a ton of mortgages to Mr Cooper in XXXX, mine included. We were all told that it would be a seamless transitio. It has been anything but. I have heard numerous complaints about working with Mr Cooper from former XXXX members. For me, it started when Mr Cooper kept sending me notices that I did not have hazard insurance and that they would be purchasing hazard insurance on my behalf at a cost to me. I tried to contact them but the correspondence did not have a number where you could talk to a real person. Finally a lady in mortgage gave me a number for a real human. After multiple phone calls... they put you on infinite hold i presume to get you to just hang up ... to resolve without success I finally got Mr Cooper and XXXX Insurance on the phone together. During that call both sides agreed that I did have the appropriate coverage. The notices from Mr Cooper threatening to buy hazard insurance at my expense continued. Then, for some unknown reason, Mr Cooper just stopped paying my homeowners insurance and I received notice from XXXX Insurance that they would be billing me direct. I called Mr Cooper a couple times who advised they would expedite the payment to XXXX but it took over a week to get to XXXX. Then, at the end of XXXX Mr Cooper sent me a refund check for around {$2800.00} advising I had an overage with my escrow account. I knew that I had not. Now I have received a notice that my escrow is running short approximately {$2800.00} ... imagine that ... and they will be increasing my monthly mortgage payment over {$400.00}. What does it take for the Govt to step in and get these folks on track? Read online and you will see negative review after negative review. This is not a one off problem. As a Veteran I feel let down by XXXX Mortgage and just at a loss in dealing with the incompetence of Mr Cooper. Impress me... somebody step in and fix this fly by night operation. I see a class action lawsuit brewing.
Company Response:
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to Mr. Cooper in XXXX XXXX XXXX. Since I have been with them I have had several issues that I have had to call and get corrected. The issue that I am reporting today is concerning my escrow and tax payments. On XX/XX/2022, I called Mr. Cooper and informed them that I had received my supplemental tax bills and requested that they paid them out of my escrow since I had been paying estimated taxes into my escrow for this event. They informed me that they don't normally pay supplemental taxes. I told them that was fine but I would need for them to send me a refund from my escrow for the estimated taxes that I had been paying. They placed me on hold and came back and told me that they would pay them. They asked that I send over my supplemental tax bills. I advised them that the first installment was due by XX/XX/XXXX and they advised me that it wouldn't be a problem since it was still early XXXX. They told me that they would process the payment as soon as they received my tax bill. I emailed the copies of the tax statements them on XX/XX/2022. In XXXX, I received a notification that one of my supplemental tax bills had not been paid and was assessed a {$97.00} penalty. I immediately called Mr. Cooper and went over the issue with them. The representative apologized and told me that she did see where they agreed to pay my supplemental taxes out of my escrow and she would get it taken care of. She also told me that since it was their error, Mr. Cooper would pay the penalty. I received a phone call from Mr. Cooper about a week later in regards to my issue. Once I logged into my account, I found that the amount that they paid out of my escrow didn't match the amount that was on the supplemental tax bill that hadn't been paid. The representative told me that she only had access to the amount that they paid and couldn't see details to explain why they paid that amount. Since the payment had just processed a day before, I told her that I would follow up with the County Assessors office the following week to see if I could get an explanation. Once I followed up, the County Assessors office determined that Mr. Cooper had paid the full amount of the delinquent supplemental tax bill along with the penalty which is why the amount didn't add up to what was showing on the tax bill. I then contacted Mr. Cooper back to get the {$97.00} penalty amount resolved. Although I was told they would take care of the penalty, they refused to refund me that amount. I don't feel like I should be penalized for them not making the payments as agreed and I want {$97.00} refunded back to me. The representative at Mr. Cooper 's position is that they don't pay supplemental taxes so even though they paid it late, it is not their responsibility to pay the penalty. My position is that they should be responsible for the penalty because they were notified and agreed well before the bill was due and had they honored their agreement, I would not have been assessed a late penalty.
Company Response:
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my PMI was not automatically canceled once the ratio reached 78 %. i am currently at 74 %, 4 % past the supposedly automatic PMI Termination level. I requested the 4 % over payment be either refunded or applied to my mortgage principal and was told no by the mortgage company.
Company Response:
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On reviewing my yearly escrow statement, I noted that Mr Cooper aka Nation Star had claimed to have paid {$5500.00} in property tax, though the amount due was {$2100.00}. I reached out to my mortgage company and made them aware of the error on XXXX XXXX, 2023 that the amount was in error and needed to be corrected. They closed the ticket and said they would investigate. This resulted in no action. I received a notice that my payment was being increased due to escrow, and again reached out to them on XXXX XXXX, 2023. Again, they said they would investigate and closed the ticket. In addition to this, I contacted the XXXX XXXX XXXX 's XXXX on XXXX XXXX, 2023 to determine the location of the refund for the overpayment, as my escrow account did not appear to reflect any refund over the overpayment. I was then informed that Mr Cooper had not, in fact, paid {$5500.00}, but instead had paid the correct amount, {$2100.00}, while claiming to have paid {$3300.00} more as reflected by my escrow statement.
Company Response:
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was granted a forebearance due to being affected by COVID ( loss of income and loss of a family member ). When the forebearance ended, my XXXX appeal was still pending from initially being denied and I was in an active bankruptcy. I asked my mortgage company for any type of assitance or a modification. I was sent paperwork to do a partial claim and a modification, but the monthly payments would increase HIGHER than what they were, the interest rate would increase, and they wanted me to START over with a 30 year mortgage. I spoke to my bankruptcy attorney and he advised me NOT to agrre to those terms, as my home is in need or major repairs! He told me to " View my home as if it was my 1st time buying it, and determine if it was worth the {$200000.00} + that the mortgage company was modifying the loan for ( which was HIGHER than my initial purchase in XX/XX/XXXX ). '' I did not agree to the 1st solution Mr Cooper offered and they said they understaood and would revise the payment and send me some new documents. After a few months, I got another modification and partial claim. STILL with the SAME terms as before! However, I had also applied for mortgage assistance with Mortgage Assistance of Alabama ( where they stated they would pay up to {$50000.00} ) of my loan. I asked Mr Cooper if they could put the extra $ XXXX on the back end of my mortgage, so I could qualify for the guaranteed grant of {$50000.00} and I was told no. As a result, Mortgage Assistance of Alabama denied my assistance because they said I could not be behind over {$50000.00} and Mr Cooper reported to them that I was behind over {$78000.00} ( although my statement showed {$60000.00} ). The time frame of each company overlapped, and I had to reapply for another modication. Mr Cooper just sent me the loan modification papers XX/XX/XXXX and stated I need to contact them by XX/XX/XXXX or foreclosure proceedings will start, and my 1st trial payment is due by XX/XX/XXXX. The monthly payment is a little higher ( from {$1300.00} to {$1500.00} ), but they are STILL forcing me to change my loan from 21 years back to 30 years, and from 4.25 % to 6.625 % interest rate. They have added THEIR attorney fees and several inspection fees to my mortgage that I was unaware of. This seems like PREDATORY lending and/or price gauging, and is not assistance for Pandemic Relief after XXXX!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Mr. Cooper is a mortgage lender/debt collector. They are represented by XXXX XXXX XXXXXXXX. I am a real estate agent representing an estate that was in foreclosure. The property was sold XX/XX/XXXX. The wires were verified by the law firm XXXXXXXX XXXX XXXXXXXX on XX/XX/XXXX, this property has been sold and debt was paid off. It is still being shown as in foreclosure in XXXX XXXX and they continue to make publications regarding this including one on XX/XX/XXXX and one on XX/XX/XXXX according to public information on XXXX XXXX. They are not working in a timely manner to resolve this. In doing so, the tenant is receiving door XXXX, notes on door etc. I spoke with Mr. Cooper and they would not discuss with me. I spoke with XXXX XXXX XXXXXXXX and was told they didn't have the time to talk with me and this was being resolved. It's XX/XX/XXXX and XXXX XXXX as of today shows a foreclosure date of XX/XX/XXXX. Completely unacceptable to take this long to resolve.
Company Response:
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: That you fell behind on payments in XX/XX/XXXX and applied for the Vermont Homeowner Assistance Program. That Mr. Cooper submitted a V-Record to XXXX indicating that you were behind for your XXXX XXXX payment and that your reinstatement amount good through XX/XX/XXXX was {$9800.00}. That VHAP disbursed funds of {$9800.00} to Mr. Cooper in early XX/XX/XXXX. That Mr. Cooper improperly applied the XXXX funds and that your account is still indicating a large escrow shortage and late fees that should have been paid off by the XXXX funds.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I XXXX XXXX submit this complaint against Mr. Cooper concerning my alleged missed XX/XX/XXXX Mortgage Payment. Whereas I sent my payment to the XXXX XXXX XXXX XXXX ( XXXX ) where during that time I was instructed to submit my payments. Under a different loan number unaware that my account was being held by Mr. Cooper starting in XXXX. Unfortunately, Mr. Cooper failed to inform me of the change. Therefore, I was following instructions according to my mortgage statement. On XX/XX/XXXX I mailed XXXX a money order for {$1400.00}. I assumed my payment was posted into my account, until XX/XX/XXXX when I received a check from XXXX refunding my payment. Because of the miscommunication, XXXX intentionally caused my XX/XX/XXXX payment to be late. After I received the check, I forward the check to Mr. Cooper with a copy of the original money order showing the date, Informing Mr. Cooper my mortgage payment was paid on time. In return, Mr. Cooper criticized me for the late payment. As of XX/XX/XXXX, Mr. Cooper claims that I miss the XX/XX/XXXX payment whereas I still owe a previous balance. As of XX/XX/XXXX, my regular monthly payment is {$1400.00}. According to my payment history, my payment has been consistent until XX/XX/XXXX. Upon sending my XX/XX/XXXX payment to the wrong server XXXX this is when my emotional hardship started. My check was returned to me from XXXX I forwarded it to Mr. Cooper, and in return, they allegedly claimed they declined the check and informed XXXX of the reason for the decline. Heres the contradiction ; a representative from Mr. Cooper explained to me on XX/XX/XXXX that my check for {$1400.00} was shredded and a notice was sent to me explaining what they apparently did with the check. After requesting a copy of that notice, it was addressed to the XXXX XXXX XXXX XXXX. ( Copy attached ) states : On XX/XX/XXXX check was declined for the following reasons : XXXX XXXX XXXX has Transferred to a new Server. The way this was addressed was as if XXXX was making the mortgage payment. There was no mention of the check being shredded. On XX/XX/XXXX Mr. Cooper submitted a letter to me XXXX XXXX ( copy attached ) Mr. Cooper claims they received the check on XX/XX/XXXX. On the professional side since the check was payable to XXXX XXXX Mr. Cooper had no right to attempt to return the check to Cenlar especially when the bear of the check holds an account with Mr. Cooper. ( Copy attached ). I was misinformed by Mr. Cooper 's Representative that my check was fraudulent due to that reason, Mr. Cooper shredded the check. They intentionally destroyed the check causing me to miss a XXXX payment, with no consideration that I am a senior living on a budget, and I do not have {$1400.00}. To throw away. I feel like I am a victim of Senior Abuse. In XX/XX/XXXX I paid a total of {$3600.00}. As well as Mr. Cooper presented an amount of {$1200.00}. that was held in a suspense account bringing that total to {$4800.00}. As of XX/XX/XXXX, the facts do not add up. How can Mr. Cooper states that my account has a balance due of {$2100.00} which is unbelievable? Therefore, I submit this complaint about Mr. Cooper 's deceptive business practice which has brought me emotional stress and financial hardship. Due to the facts stated and my belief that I am a victim of Senior Abuse by a financial XXXX. Until Mr. Cooper reimburses me for the funds that were fraudulent and intentionally stolen from me, I XXXX XXXX have no choice but to hold the XXXX Mortgage payment until an equal and just resolution has been solved.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A