Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: With regard to my complaints going back to XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX as XXXX counsel on behalf of Mr. Cooper for the first time disclosed on XX/XX/XXXX that Nationstar had inaccurate allocated {$11000.00} as late fee payment claimed lines XXXX - XXXX of my payment history were " updated '' XX/XX/XXXX in a XX/XX/XXXX account report. SEE ATTACHED prejudicing me in XXXX XXXX. XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX then responded by mail to the CFPB claiming my allegations were false, and on page XXXX in lines XXXX provided evidence of failing to update inaccurate payment allocation to late fees so outrageous that at {$56.00} per month, indicating I had paid for XXXX late fees. SEE ATTACHED on page XXXX in lines XXXX. Without disclosure of this remaining claim for which relief could be granted under 12 USC 2605f1-f4 for violation of 2605e, the FDCPA and the FCRA, XXXX XXXX obtained a contract by Court order waiving my claims and exempting XXXX XXXX and Mr. Cooper for liability in XXXX XXXX, which is unlawful under law leaving me with inaccurate outrageously inaccurate payment history by payment codes of DDDD and CC to indicate false information that is damaging to any other party who may inquire about this prior mortgage as willfully inaccurate excessive payment history.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX veteran in Texas. XXXX acquired my XXXX XXXX I did my research and learned that NationStar/Mr.Cooper is not allowed to handle VA mortgages XXXX XXXX arrived a few months months later. I started the COVID forbearance plan when NationstarXXXX Mr. Cooper offered the forbearance plan to me. As I just started my business I did not qualify for any assistance. Self-Employed : No unemployment Self-Employed : No PP loan as I did not have a financial record to show cash flow. Under verbal communication I was told at the beginning the loan would be modified and the loan would be modified and a refinance option would be available when I would be able to start making payments. I tried selling the home with the XXXX forbearance price that Nationstar/Mr.Cooper said was the adjusted cost of the mortgage. The house never sold as it was overpriced. When I told Mr. Cooper the forbearance fee was to much and the house was priced out of market, Mr. Cooper would not lower the fee or negotiate a settlement. When I reached out for assistance the forbearance fee was so large, I did not qualify for assistance. I had to file for bankruptcy to try to save the house. Mr. Cooper priced the house of market and I could not sell the house. Even when I was on a contract making {$500.00} a day, Mr. Cooper refused to take payments on the mortgage. Mr. Coopers response stated that I had to make the COVID forbearance fee in full. I have had multiple attorneys tell me that Mr. Cooper violated multiple laws, but I can not afford to add more legal fees on top of my Dad 's medical fees. My Dad who is also a XXXX veteran has to stay in veteran community home because I have no idea when I will be forced to leave this residence. Therefore I can not have my Dad live with me for his end of life.
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
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 XXXX XXXX and I am submitting this complaint myself and there is no third party involved. My request for the correction and removable of the erroneous information about my account has been diligently neglected by XXXX Credit Bureau. Despite sending them the last letter Therefore, XXXX Credit Bureau has not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time permitted by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. Below is the account that is still reporting on my account and needs to be REMOVED COMPLETELY FROM MY CREDIT REPORT : XXXX XXXX Date Opened : XX/XX/2017 Balance : {$0.00}
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX an insurance claim had to be filed due to water damage caused by the dishwasher. When the insurance claim was filed, the mortgage was being serviced by XXXX XXXX XXXX XXXX and was in a current status. As of XX/XX/XXXX the loan servicing was transferred to Mr. Cooper. Prior to the service transfer an insurance claim settlement had been approved and a check was issued dated XX/XX/XXXX. The check was made payable to us ( borrowers ), a third party adjuster, and the lender ( XXXX XXXX Mortgage ). Due to the loan being transferred to Mr. Cooper on XX/XX/XXXX the insurance company had to re-issue a new check to reflect the new lender. The insurance company re-sent a new check, dated XX/XX/XXXX and made payable to us ( the borrowers ) and lender ( Nationstar ). On XX/XX/XXXX I contacted Mr. Cooper to obtain instructions on how to send and obtain the lenders endorsement. I was transferred to the insurance/loss draft department and was told that an escalation needed to be opened due to the loan being serviced by a previous servicer when the claim was initially opened. Additionally, I was told that the previous servicing file/loan history could not be reviewed in their system. XX/XX/XXXX, follow-up phone call was made to Mr. Cooper. I was told the request was still being reviewed by the legal department because of the loan being previously serviced by another company. I was again told that the prior servicing history could not be viewed. When I asked the agent why, he basically told me that their system had not yet been updated and said that in a perfect world it should be. At this point I do not understand why it is so difficult to get instructions on how to send a check to get endorsed and feel as though this company is in violation of the servicing rule regarding mortgage transfers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48329
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to another servicer by Mr. Cooper to XXXX Mortgage but I was not given the required 15 day notice of this action. I have to stop payment to Mr. Cooper, download all my tax documents before I no longer have an account with them, figure out how to pay my new servicer, notify my insurance, ensure my escrow is still being funded properly, etc. I received one letter on XX/XX/23 indicating this process would be taking place by XX/XX/23. This is the fourth time my loan has been sold to another provider in two years. I never agreed to any of these transfers. It is difficult to track exactly who owns my house at any given day and to ensure I'm not receiving fraudulent information and sending huge sums of money to a bogus mortgage company.
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Im lodging the formal complaint with the caveat that this has also been forwarded to their escalation team, and at the time of writing half of my proceeds have been issued ( per customer service, they have not hit my account yet ), so at the time of your review it may be resolved, but Im hoping this information is supplied to the FTC in the event any of what happened below is actionable on a broader/regulatory scale so other consumers dont experience the same hardships. I apologize for the length, but I think its all necessary to understand the experience : Company : Mr. Cooper Issue : Non-payment / delayed payment of insurance and mortgage payoff proceeds in excess of 3 months. - Ahead of my house selling in XXXX, I submitted an insurance check for XXXX to Mr. Cooper, along with uploading the copies of my divorce decree and quit claim ( to remove the co-borrower from the proceeds checks ). I was told this information had been received I also mentioned that my mailing address had changed ( XXXXXXXX XXXX ) and was told by the insurance claims department that the address had been updated ( from XXXXXXXX XXXX the address of the collateral property ). - My next call is in response to a voicemail saying that a proceeds check had been issued to me for a portion of the XXXX and was returned undeliverable I call and learn the check was sent to my old house ( XXXXXXXX XXXX XXXX ) and that it was issued to both mortgage holders thats when Im told the Quit Claim / Divorce Decree were not received and I need to submit them again, but because my house sold had sold by this point I cant use the upload service and I can only fax them ( I ask specifically about email, I am told it can not be emailed ). Per my visit to XXXX, it would cost {$45.00} to do so, but lo and behold, I was able to upload them anyway. I upload them - I believe I called to follow up after 2-3 weeks ( approx. 1st week of XXXX ) either on my own or in response to another undeliverable message about the proceeds check. The rep I spoke with told me my money had been issued to my new lender and that the money is gone 25 minutes on hold later the rep indicates that the insurance claim is closed because of the sale and has transitioned to servicing they will issue checks for the full insurance amount in addition to any amount owed for the remainder of the escrow balance, etc. I ask if my quit claim deed / div decree was reviewed Im told it was reviewed and approved on XX/XX/XXXX. I ask what address servicing has and if they can see the divorce decree/quit claim deed he says XXXX need to ask servicing. I get transferred to servicing who indicate they still have the wrong address ( XXXXXXXX XXXX ). I provide the new address. They ( servicing ) tell me they see the quit claim/divorce decree and the checks will be issued by XX/XX/XXXX. - XX/XX/XXXX or XXXX I receive 2 checks in the mail, dated XX/XX/XXXX made out to myself and the co-borrower ( meaning they just stuffed the previously undeliverable checks in a new envelop to the correct address ). I call and get yet another representative who says the Quit Claim / Divorce decree are here, shes going to reissue as 3 separate checks. She sits on the phone with me, she confirms the details as she processes each check. She tells me theres no way to expedite any of it, despite the long process and frequent missteps. She tells me it will take 3-5 business days - XX/XX/XXXX, I call again to learn ( after a massive, lengthy hold ) that the checks were not issued because I never submitted my Quit Claim / Divorce Decree! No one bothered to notify me of the issue. So at this point I request an escalation and I get assisted by XXXX in escalations ( who is lovely, and arguably the only positive part of this experience ) XXXX is able to locate my Quit Claim / Divorce Decree and goes as far as attaching it to each request so it doesnt get denied again. She also takes a further step of allowing me to submit a cancelled check to the help email address so the funds can be wire-transferred instead ( so there was a way of expediting after all ). - Today XX/XX/XXXX, I follow up with XXXX as the funds have not hit my account to learn that one check was approved yesterday but the other was denied because they were apparently handled by two separate individuals. Now the remainder of the funds sit in limbo awaiting the attention of someone who can issue them. This raises a few concerns : 1 ) Mr. Cooper has held my funds for an unreasonable length of time, as all information needed by me was provided in early XX/XX/XXXX, without paying interest on these funds or reasonably escalating for remediation. 2 ) Representatives of Mr. Cooper have applied their rules and procedures in an inconsistent way a. They denied me access options ( sending documents via email or cancelled checks via email to allow wiring vs. physical checks ) b. Two wire requests ( the checks were split XXXX and another for XXXX to include the remainder of the insurance claim and the payoff refund ), submitted identically and on the same day were handled by two separate representatives and resulted in two separate outcomes if this happened to me, then inevitably its happened to other consumers, which constitutes disparate treatment. c. Multiple representatives have told me vastly different things ( documents not received when they had been, your money is gone and sent to a lender, your mailing address has been updated when it hadnt, you cant use our upload feature because youre no longer an active customer when it was accessible ) similar to point B, these examples demonstrate a massive, systemic issue with the knowledge level of their employees, resulting in inconsistent and disparate treatment. Again, I provide all of this to you in the hopes that at the time of your review this will all be resolved, but Im absolutely shocked and taken aback, as a person who works for another major financial lender, that this kind of treatment could be allowed by such a large and reputable lender. Thank you for taking the time to review this.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: The issue is 26 late payments on me and my wife 's credit reports due to a system error on a joint mortgage account that was always paid on time using autopay. ( will attach docs to support this ). This is an ongoing nightmare me and my wife are going through over the past 3 years. Sent many dispute letters to the creditor and to the 3 bureaus, was promised multiple times that all late payments will be removed, we also has a letter from the bank stating we were never late on this account, also have a recording of a phone call with bank 's permission were the representative admits there was a system error and promised again that all late payments will be deleted from both of our credit reports. As of today, for an unknown reason XXXX reports 6x30 days late payments, XXXX reports 24 lates, and XXXX 23 lates. We have always paid our mortgage on time for many years, enrolled in autopay and making 2 payments per month. Our mortgage is currently with Mr. Cooper/Nationstar, XXXX XXXX is the mortgage servicer who's collecting from us and disbursing payments to Mr. Cooper. I will attach here our mortgage transaction history confirming payments have been made on time, letter from the mortgage servicer ( XXXX XXXX ) confirming we were never late, copy of a page from my credit report showing all the late payments, and a few bank statements showing payment made on time while showing as late on our credit reports. ( XXXX XXXX XXXX XXXX ) PLEASE HELP us to resolve this issue and have all late payments on this account removed from XXXX XXXX XXXXXXXX XXXX. Her is a small portion of our previous communication with Mr.cooper/Nationstar and their response : XX/XX/XXXX : we spoke with XXXX, he stated that the funds were misappropriated and went to the wrong account. Said he'll contact their XXXX XXXX ' and get back to me and never did. XX/XX/XXXX : I spoke in length with XXXX from Mr. Cooper & XXXX from XXXX at XXXX who opened an investigation. Their supervisor said he made all the necessary changes. The next month, the money was withdrawn from my account on time and i received again a late fee and 30 days late on my credit report. XX/XX/XXXX Spoke to XXXX who sent me to XXXX who sent me to XXXX XXXX from Escalation department, she promised the issue was fixed and late payments will be removed in up to 30 days and she will email me a deletion letter. Nothing was sent! and i called and wrote XXXX emails to her and never got a response. XX/XX/XXXX spoke with XXXX to follow up with XXXX XXXX, no response. XX/XX/XXXX spoke with XXXX at XXXX, she said that the transaction history is our proof that issue was corrected and she'll submit a request to delete the late payments as the system does not show that previous request was made. XX/XX/XXXX XXXX sent a letter stating that we had a shortage of {$5300.00}. Again, upon checking my bank account all monthly payments were made on time. To avoid further issues i sent a check for {$5300.00} on XX/XX/XXXX. XX/XX/XXXX following many joint calls with Mr. Cooper i received a letter from XXXX stating that my credit might have been affected due to processing error and that they sent Mr. Cooper a letter requesting a removal of all late payments. XX/XX/XXXX spoke with Mr. Cooper again.. XX/XX/XXXX spoke with XXXX at XXXX I have many more... *** XX/XX/XXXX : SPOKE WITH XXXX XXXX ( resolution team ) at XXXX. She said they will delete the late payments from both reports ( XXXX XXXX XXXX XXXX and will call me to follow up on XX/XX/XXXX. She also emailed me the payment activity on the account. XXXX I received the payment history but NO CALL OR RESOLUTION. XX/XX/XXXX : SPOKE WITH XXXX FROM XXXX AND XXXX FROM MR. COOPER ON A 3 WAY CALL at XXXX, ASKE PERMISSION TO RECORD THE CALL, SHE AGREED, we went over all the late payments, she said she sees the error and promised that this time it will be resolved and get deleted from our credit reports. Again, nothing was resolved and we never heard back from anyone.
Company Response:
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is Nationstar/Mr. Cooper 's policy not to correct an error in the CFPB rule and RESPA and allow their local counsel refuse to allow a correction. See attached XX/XX/XXXX response to the following complaint made over 6 times since XX/XX/XXXX : XX/XX/XXXX Nationstar accepted the amount of {$170000.00} from me. XX/XX/XXXX, Nationstar refused to credit the full amount of interest collected from me and held {$14.00} of interest collected in a suspense account where it remains as of today XX/XX/XXXX, holding the loan open with XXXX XXXX as the current owner, 8 years after the loan was overpaid to Nationstar. See attached XX/XX/XXXX, Nationstar refused to credit my payment to them for lenders fees of over {$1900.00} and still holds the amount uncredited in a suspense account, without any proof of services these fees were originally collected for, leaving my loan open, and under paid. See attached. XX/XX/XXXX Nationstar over charged me for late fees collecting {$2800.00} when I only owed {$1500.00}, and made an inaccurate payment allocation of {$11000.00} that causes the appearance that I was late for 196 months. See attached. This conduct caused 6 years of repeated reporting that I was currently 120 days or more past due, repeatedly claiming I was under a partial payment agreement, with Nationstar as of today claiming their outside counsel will not allow for the suspense account to be emptied and amounts credited to what they were charged for. After 8 years, I can not apply for a residential loan because I can not explain why Nationstar claims I had XXXX current payments on an XX/XX/XXXX Verification of Mortgage, nor can I explain why a suspense account is still existing, nor why the company refuses to fully credit my final over payment to the company accepted XX/XX/XXXX. I sent a notice of error XX/XX/XXXX to which I have received no response. I filed a complaint in XX/XX/XXXX with your agency and the attorney just emailed an account history proving my claims above without any correction at all. I sent a request for closure of the suspense account and inaccurate payment allocation of {$11000.00} to late fees in lines 81-86 and under credit of interest paid in line 95 on XX/XX/XXXX and have received no response. I have asked twice for proof of services for the uncredited payments for unearned fees held in suspense in lines 89-94 and the company has provided me with no proof of any services or nor have I received a certified copy of the checks claimed to have paid over {$1800.00} in non descript advances in XXXX This conduct violates 12 USC 2605 but 15 USC 1639 ( f ). As of today, I am not able to find relief in corrections that the law states no servicer shall refuse to correct.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Line Questions XXXX XXXX payment is not applied to escrow or interest, principle balance does not change. How are the column totals dont change? XXXX we see a more typical payment with allocations to escrow and interest. The trustee payments are replacements for scheduled payments. Such payments should all be allocated to XXXX, interest, and escrow. XXXX, and XXXX same as above and the balance never moves? Why? XXXX same as above. XXXX XXXX, and XXXX if the escrow was XXXX % annual requirement since XXXX why was escrow being advanced? I contend spreadsheet is full of errors- where it is suposed to verify changeing balances.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The original mortgage was completely illegal. No one ever came to the house or ever did any assessment. I also recently found out that there was a balloon payment on the loan at the end which the lender withheld this information. The payments never made any sense... we were making an XXXX payment initially on a XXXX. So why would there be a balloon payment of XXXX. Also while holding and paying a huge amount for a pmi my husband was XXXX on the job while at work. The company NEVER helped us to figure any resolution to it. My husband is permanently XXXX now and unable to work hense the lack of payments on his part n as soon as the company found out they modified the loan to a payment wo the pmi. It's my understanding if you become XXXX the XXXX takes care of the mortgage. When my husband and I split up the court awarded him the home n the mortgage. I haven't lived in the house in 10 years ... I have the court order which says as of 10 years ago this mortgage is NOT mine and I was released from responsibility. To date despite my mailing each new bank that takes over the mortgage the court order they refuse to remove me from this dead-end loan. I signed no modification of said loan and won't bc I should be removed per the court order. Yet they continue to trash my credit w reporting I don't make payments. That's bc the payments aren't mine. I also was never notified the loan had gone into a foreclosure. I was never notified of the court proceedings for the foreclosure. This situation has ruined my life for 10 years n 10 more to come. It's also ruined my xs life n 10 more years to come. He's XXXX n has been... the insurance should have covered the price of the home
Company Response:
State: NY
Zip: 13905
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A