Date Received: 2023-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NOTICE OF LITIGATION - On XX/XX/XXXX, Nationstar failed to correct lines XXXX in their internal systems transaction history, to which claims Nationstar collected XXXX allocated {$11000.00} for 196 late fee payments at the contractual rate of {$56.00} per month for 16 months that Nationstar serviced XXXX XXXX. The counsel for Nationstar wrote the CFPB XX/XX/XXXX, falsely stating he had sent the internal payment history to me on numerous occasions ; however, this internal transaction history had only been disclosed once to me on XX/XX/XXXX along with XXXX other " reports '' that didn't disclose actual payment allocation in lines XXXX. Allegedly, the payment history was updated '' as claimed by this attorney XX/XX/XXXX. Subsequently, I sought error correction when I rediscovered this material and negatively reported an error in payment allocation still existed sent by this attorney on XX/XX/XXXX, and Nationstar has failed to correct the error negatively reported as XXXX current payments on an XX/XX/XXXX Verification of Mortgage and previously over 6 years in my credit files, along with failing to correct the amount held in suspense originally collected for unearned never performed services, still held in an open suspense account to this day causing XXXX XXXX to continue to own the loan 8 years after the mortgage was released. Please find the litigation occurring and supplemental evidence of these claims attached, to be heard in XXXX XXXX XXXX XXXX with XXXX XXXX on XX/XX/XXXX, at XXXX XXXX
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Mr Cooper with XXXX at least four times because an {$1100.00} payment I made on XX/XX/17 keeps being placed on principle instead of the monthly payment. So far, the {$1100.00} I paid XXXX is still in unapplied funds. Agents keep changing the principle to Unapplied Funds but it keeps reverting back to principle. This is highly distressing because of the prospective consequences of delinquent payments. I should not have to monitor my transactions daily when I am doing my part. I have considered legal action because I have never had this issue with another lender.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I signed modification paper work on XX/XX/2022. XXXX XXXX got my paper work back on XX/XX/2022. My modification docs said payments will start on XX/XX/2022 and that's what the account will show. Well i called about the acct in XX/XX/2022. One person said wait to make the payment and then another would call and say make a payment. This has been going on for several months. There has been several phone calls in between then and now from the company and to the company. Most of the time I was calling them at least 1-2 times a month. They started out calling me everyday although I was going thru a modification. I told them I was waiting for them to complete the modification so I can start my payments. They would call and say Im on a modification and I would ask why they keep calling? They would tell me let me check the account oh I see you on a modification is there anything i can help you with? I would say no. This does not make any sense. I would say around XXXX I started calling them because they stopped calling. Just to make sure everything was good. On the calls they would tell me they are waiting for the buy out phase. Once the buy out phase is complete you and then start making your payments. I told them that this is not right that they are taking so long. I also stated that this is how you all make people loose their homes. So I talked to them on XX/XX/XXXX the person informs me that {$6600.00} was needed to complete the modification. I told her I didn't have that money. On XX/XX/2022 they told me I had to pay {$6600.00} or the modification would be declined and I would have to pay all he past due amount. I offered to give them {$1500.00} and pay the rest in 10 days they said no. I called back and offered {$4100.00} and rest by end of month and they said no. I am calling all I know to borrow money for the {$6600.00}. They also told me if the mod is declined I would have to do another one and they may not approve it based on how I handled this one. I told them that's not fair to me because it was not my fault that they have not processed the modification. So i had to beg and borrow to come up with the money because I didn't want to loose my home. So Im in the hole with people that I borrowed from. I need help because this is unfair practices.
Company Response:
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house was flooded in XXXXXXXX XXXX during hurricane XXXX. XXXX paid out my flood insurance claim, in two installments for XXXX and XXXX. I received the first check in mid XXXX and have applied all of it on work on the house. I received the second check on XX/XX/XXXX and forwarded it to MR COOPER for their endorsement. As of today XXXX XXXX, they have refused to disperse any of the funds. They required an inspection which I complied with on XXXX XXXX. They have never contacted me and I have to contact them when I have questions. The website shows the inspection was cancelled and they don't seem to be to update their system. I did talk to someone who acknowledged the inspection was completed but stated " only 12 % of the reconstruction was completed and will not give me any funds until 25 % of the reconstruction has been completed ''. When the walls were opened up for reclamation structural damage was found and had to be repaired before reconstruction could continue. I received an invoice for XXXX due on XX/XX/XXXX and MR COOPER will not pay it. I have been forced to apply for a second mortgage to pay my XXXX. I feel MR COOPER is intentionally with holding funds for a nefarious purpose because the insurance money has all gone toward restoring my house ( which I obviously can't live in ) and there is no justifiable reason for not releasing the insurance money.
Company Response:
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan was transferred to Right Path Loan Servicing on XX/XX/XXXX, from XXXX XXXX XXXX XXXX XXXX. I was in a covid forbearance status when the loan was transferred. I am successor interest on the loan. I am on the deed and was from the day of purchase. I have been making monthly payments as scheduled. I have filled out the mortgage assistance application twice. The first time it was declined because they said it expired. I started the process again in XXXX as requested. They gave me a three month trial period to start in XXXX XXXX XXXXXXXX. Today I received a phone call stating it is declined due to I am not on the mortgage. XXXX XXXX tells me I am approved for a short sale! Wow on my primary home, that along representative 's have been telling me all is in place. Not to worry. Well now per there request I was told not to make a payment until XX/XX/XXXX. So not payment has been made XXXX and XXXX putting the loan further behind. XXXX XXXX advised me to reapply!?!?! Reapply on something that will not be approved because I am not on the mortgage?????? That would be wasting time with no results. I need an answer and direction on how to get the situation resolved on my primary home. They are XXXX XXXX with people 's homes with no hesitation.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Based on my Escrow Balance Tab on the online account page, Mr Cooper paid my annual XXXX Insurance bill in full XXXX times : once in XX/XX/XXXX {$XXXX}, again on XX/XX/XXXX {$XXXX} and a XXXX time on XX/XX/XXXX {$XXXX}. Debiting my XXXX account XXXX times for XXXX bill, in total they have disbursed {$XXXX} from my account for a bill that was initially {$XXXX}. I was first alerted to the problem from a letter on XX/XX/XXXX sent by my XXXX XXXX company XXXX XXXX XXXX XXXX XXXX advising they had not been paid the annual premium. When I reached out to my insurance agent she confirmed. I reached out to Mr Cooper, my home loan servicer. They said they had sent a check on XX/XX/XXXX. When I investigated the address as it was not the one on my bill, I discovered it was a company with a similar name that handles properties in the XXXX XXXX XXXX, we are in Hawaii. I have no idea how they found this address. They sent another check to the address my insurance agent and I provided via a conference call on XX/XX/XXXX. Our Insurance was reinstated XX/XX/XXXX. I went online to review today and per my online Escrow Account Balance, they sent a XXXX check for {$XXXX} on XX/XX/XXXX Since this error was Mr Coopers XXXX, I would like the funds, {$XXXX} returned to my escrow account in full immediately.
Company Response:
State: HI
Zip: 96740
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath. Due to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX. In XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse. Just as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath. 2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been. 3 ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX. 4 ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me. XXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed? I did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections. 6 ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back. In addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open. I was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her. XXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a 6th refund request. I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back. I have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest. Now, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX! Please help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me. This is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.
Company Response:
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath. Due to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX. In XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse. Just as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXXXXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath. 2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been. XXXX ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX. XXXX ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me. XXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed? I did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections. XXXX ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back. In addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open. I was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her. XXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a 6th refund request. I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back. I have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest. Now, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX! Please help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me. This is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.
Company Response:
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX. I am submitting this complaint on behalf of my father XXXX XXXX. My father XXXX to XXXX, had solar panels and an air conditioning unit installed to our home around XX/XX/2018. We are having a big issue with our roof after the installation. We are noticing a lot of leaking from the roof as a result of the AC unit that was installed. The AC unit is malfunctioning and leaking through the roof, causing severe roof damage and ceiling damage on the interior. we have contacted our mortgage company Mr. Cooper to try to fix the issue and they directed us to the company that constructed the AC unit which is 2 The T Construction however, this company apparently declared for bankruptcy, so no one is able to help us repair the roof and ceiling as a result of the AC unit that was installed and solar panels, causing damage to the roof and our ceiling. My father is also very frustrated because he continues to be charged for the installation of the solar panels and AC unit. However, no one is willing to help with the repairs that are needed to the roof and the ceiling. We have contacted Mr. Cooper numerous times, and they keep directing us to the company that installed the solar panels and AC unit but they are no longer in business. When the solar panels and AC unit were installed, we were informed that we had 20 years of warranty from the date. The installation took place. However, this company again is no longer in business so no one is willing to help us not the old company that close down that installed the units and not our mortgage company Mr. Cooper. in addition, Mr. Cooper asked for us to contact the county recorders office and they also are unwilling to help us. However, once again, we continue to be charged for the installation and insanely high interest rate that was attached to this agreement of the AC unit and solar panels.
Company Response:
State: CA
Zip: 91331
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My experience with Mr. Cooper Mortgage has been nothing short of a nightmare. In XX/XX/XXXX, I lost my job of 27 years due to the impacts of Covid 19. My husbands employment also changed the same year. XX/XX/XXXX I was diagnosed with XXXX XXXX XXXXXXXX which required months of chemo treatment as well as a stem cell transplant at XXXX XXXX. Needless to say, the past two years has been a challenge for me and my family and to have the stress of not being able to prove to our mortgage company, of over 10 years, that we need assistance is disheartening. To date, I have submitted XXXX loan modifications ( XX/XX/XXXX, XXXX, XXXX and XXXX ) to Mr. Cooper and rejected each time because documents were not submitted, such as a quitclaim deeds, death certificates, etc, when in fact the documents were on file, some of them were on file for over 10 years and never researched before my loan modifications were denied. I was one advised that they approved the modification. However, I never received a phone call or correspondence in which I feel as intentional. For over a year, I have attempted to go online to make payments while we work through this process and the payment fields are grayed which doesn't allow the payment to be made. As of today, Mr. Cooper has pushed our account into pre-foreclosure status. The number of loan modifications I have submitted is proof that we want to resume mortgage payments and not have to continue to be stressed over this process. We feel as if Mr. Cooper is intentionally attempting to foreclose on the home that we've lived in for XXXX years, raising our children, and now our grandchild. We should NEVER have to fight this hard to do the right thing. We have not attempted to avoid Mr. Cooper and been cooperative beyond measure. Our fear is that they will reject our loan modification..again and put our home in foreclosure. Our ask is that you assist us in the loan modification process with Mr. Cooper in any way that you can. We would also like for Mr.Cooper to be investigated for the mishandling of our account and potentially other accounts/consumers. Thank you for your time and attention to this matter. XXXX XXXX, XXXX XXXX
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A