Date Received: 2023-01-26
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 in error. Using my Mr. Cooper XXXXaccount loan number aware that my account was being held by Mr. Cooper starting in XXXX. 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 miss communication, XXXX intentionally caused my XX/XX/XXXX payment to be late by not returning it to me timely. When I did receive the check, I immediately forward the check to Mr. Cooper with a copy of the original money order showing the date along with the correspondence from the XXXX, Informing Mr. Cooper my mortgage payment was paid on time. I was criticized by Mr. Cooper for the XX/XX/XXXX payment being late. As of XX/XX/XXXX, Mr. Cooper claims that I miss the XX/XX/XXXX payment I still owe a balance of {$2100.00}. Mr. Cooper/XXXX sent me my XXXX mortgage statement clearly states I owe a total of {$4200.00}. I was informed by Mr. Cooper that my check for {$1400.00} was shredded, and Mr. Cooper claims they sent me a notice concerning my checkthis was a notice I never received until XX/XX/XXXX after inquiring about my missing payment. The letter wasnt addressed to me ( XXXX XXXX ) it was addressed to XXXX ( letter attached ). I felt like Mr. Cooper assumed that I have money to give away. Because of their so-called check policy, they shredded my check not intending to return it to me or credit it to my account. It was stolen from me without any recourse on their part. I was also informed by Mr. Cooper that I made a XX/XX/XXXX payment in the amount of {$3000.00} I have no conscious of any such payment. The mortgage payment I paid for XX/XX/XXXX in the amount of {$1800.00} that payment was submitted by money order ; which leaves a difference of {$1200.00} which was posted on XX/XX/XXXX. The numbers do not add up. Therefore Mr. Cooper owes me a full reimbursement and credit to my account for the alleged missed XXXX payment.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 601XX
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: I appreciate you taking the time to DELETE some of the information in my credit file ; however, there is still account that need to be DELETE. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the 3 Credit Bureaus to validate this account ( A ). I hope this disputed account is deleted. NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
Company Response:
State: CA
Zip: 92336
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: 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: Seterus Inc. has been reporting late mortgage payments on my credit report since 2018. When I dispute the account with the 3 major credit bureaus, the debt comes back as valid and they update it and lower my credit score. When I attempt to deal with the actual company reporting the debt, I get no answer from the listed number. When I looked up the company online, it stated that they were out of business. This is not a valid debt and should be deleted from all 3 credit reports
Company Response:
State: IL
Zip: 60636
Submitted Via: Web
Date Sent: 2023-01-25
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: When moving from XXXX to New Mexico in a Permanent Change of Station ( PCS ) move for the XXXX XXXX XXXX, I took out a mortgage with XXXX, who eventually transferred my loan to XXXX XXXX XXXX, serviced by Mr. Cooper. I was having financial difficulties due to the cost of living during the pandemic ( and taking out loans during that time ) and due to the cost to move from overseas that was not reimbursed by the XXXX XXXX. I had already began talking to the financial advisor at my local XXXXXXXX XXXX XXXXXXXX XXXX XXXX in order to get into a better financial situation. When looking at the Mr. Cooper website, I saw that they had a relief plan specifically for hardships incurred due to the XXXX XXXX. I applied for the " Mortgage Assistance '' program and immediately saw that my account reflected the change. According to the Mr. Cooper Website page for XXXX XXXX, the program allows you to not make payments on your mortgage for 3 months with no penalties. A month later, I started getting phone calls and letters from XXXX XXXX XXXX XXXX stating that I was behind on my payments. Upon telling them on the phone that I had signed up for the pandemic relief program, their staff told me that the program did not exist any more and got really frustrated with me and threatened me with foreclosure stating that I still had to make payments. As soon as I submitted the application, and to this day, the total due is marked through on their website with {$0.00} due. However, the amount that is marked through keeps increasing and I keep getting phone calls. I am currently enrolled in a financial hardship program with In-Charge Debt Solutions for unrelated debt, because I am trying to get into a better financial situation. I have already spent the money that was supposed to go towards this mortgage on food, gas and other bills. I have already filed a complain with the XXXX, but I found this website and didn't know if it would be better to file here. XXXX complaint case # XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have missed XXXX, XXXX, XX/XX/2022 payments and I had applied for the Wisconsin help for homeowners program in XX/XX/2022. On XX/XX/2022 a payment was made in the amount of {$8000.00} to Mr Cooper haf from whh program. To this day Mr Cooper is denying the payment occurred. I have contacted the XXXX XXXX XXXX consultant XXXX XXXX, the director of the Wisconsin help for homeowners program XXXX. The government of Wisconsin treasury. All have said the payment was made. Also they notified me that these payments are made in batches and that they have had problems with Mr Cooper with many other peoples accounts from XXXX.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a principal only payment of {$13000.00} to my mortgage servicer, Mr. Cooper, on XX/XX/XXXX. I received a confirmation number for the payment of # XXXX. My bank statement reflects this payment was cleared out of my bank account on XX/XX/XXXX. The payment cleared XXXX time. This amount was not enough to fully pay off my mortgage. On XX/XX/XXXX, my account on the Mr. Cooper website showed my mortgage account was paid in full. This was incorrect. I called to alert Mr. Cooper to this error and was told this was a known issue at Mr. Cooper where a system change was made on their end which caused problems for many of their customers. After multiple phone calls documented over weeks with Mr. Cooper representatives, they sent me a new payoff amount, which was still incorrect because the amount did not include the lump sum payment of {$13000.00} made in XXXX. They are now saying that the payment was returned by my bank, although my bank has no record of it and they are also telling me that my XXXX payment is past due. So, Mr. Cooper states they do not have my {$13000.00}, yet I also do not have my {$13000.00}. Therefore, where is my money? There has been gross incompetence on Mr. Coopers part causing me weeks of emotional distress, stress, anxiety, and countless hours of my time away from my job dealing with them on the phone. I need this cleared up immediately! A detailed timeline follows : XX/XX/XXXX : I made a {$13000.00} principal only payment on my mortgage. Confirmation # XXXX. XX/XX/XXXX : {$13000.00} was drafted and cleared from my bank account. XX/XX/XXXX : Mr. Coopers website incorrectly showed my mortgage was paid in full. I called and spoke to XXXX at Mr. Cooper. She said my account shows the payment was posted XXXX and has been paid off. This was incorrect. I was transferred to escalation specialist, XXXX, who said this was a known issue they are working on. She said there had been a system change from XXXX to XXXX and this has impacted multiple accounts in a similar way. I sent her a screen shot of my bank account reflecting the payment had cleared my account just once on XX/XX/XXXX. She stated they were working on the issue and she would get back with me. XX/XX/XXXX : Mr. Cooper escalation specialist, XXXX, left a voice message on my phone for a different customer explaining all the details of this persons loan and leaving it on my voicemail. I have a recording of this message as proof Mr. Cooper gave details of a loan to a XXXX party. XX/XX/XXXX : I was told by Mr. Cooper escalation specialist, XXXX, that the issue had been fixed. I requested a new payout statement. The payout statement that was sent to me was still incorrect and continued to not reflect the XXXX {$13000.00} payment. XX/XX/XXXX : Again I spoke to XXXX at Mr. Cooper about the payout issue. She stated it still is not resolved and she would contact me when they have more information. XX/XX/XXXX : I called Mr. Cooper again after still not hearing back from XXXX as promised. I spoke with XXXX who wanted to speak to my bank in a group call for me to prove that the payment had not come out of my account XXXX, even though they hadnt ever posted it XXXX. We began the group call with my bank, but after the way my mortgage had been handled, I did not feel comfortable with her hearing my passcodes and other private information so I ended the group call and spoke to my bank privately about sending my statement to Mr. Cooper. XX/XX/XXXX : I emailed an official XXXX bank statement from my bank to XXXX and requested that they post the {$13000.00} payment that is shown to have come out of my account on XX/XX/XXXX. I also spoke to XXXX at Mr. Cooper who said the statement would not work. When I asked why, the call was disconnected and XXXX did not call me back. XX/XX/XXXX : I called back and spoke to XXXX at Mr. Cooper : XXXX, Yes, we are going through something, but that shouldnt impact you. This is on our end. I show that {$13000.00} has been posted and approved. They took the payment on XXXX had it listed onto the account. I think we know that the payment posted. WE need to update our transaction history. Give me through tomorrow to talk to my accounting team and I will follow up with you on Monday. XX/XX/XXXX : I spoke to XXXX at Mr. Cooper. She had reached out to accounting to ask them fix the transaction history so it would correctly reflect the lump sum payment of {$13000.00} on the principal. She got her manager involved and said she would let me know when she has new information. XX/XX/XXXX : I received a new pay off statement which STILL did not reflect the {$13000.00} lump sum payment. XX/XX/XXXX : I spoke again to XXXX at Mr. Cooper to let her know that the latest pay off statement was still incorrect. She acknowledged and confirmed that it did not reflect the lump sum payment. She said she had not heard back from accounting yet. She said they are very backlogged dealing with these issues right now. I explained I dont feel comfortable paying anything until this issue gets fixed. XXXX said she would be in touch with me when she learns more. XX/XX/XXXX : I again spoke to XXXX at Mr. Cooper who updated me saying she had not heard anything from her accounting department person. She said she had gotten her manager involved and escalated it. In this call XXXX again confirmed that this was on their end and not my end. She let them know I wouldnt be paying until the posting issue was fixed. She had them remove the late fee on my account since I had not yet paid my XXXX payment while waiting for this issue to be resolved. She said she would be in touch with me. After I talked with XXXX I received an email from Mr. Cooper saying they conducted an investigation and determined that the payment received on XX/XX/XXXX in the amount of {$13000.00} was returned unpaid to the bank account from which it was processed on XX/XX/XXXX, due to an invalid bank account number. AGAIN, This is not accurate. First they say the payment was received XXXX, then they say it wasnt received at all. I want my account to reflect the payment that was made ( and NOT returned to me ) and a new CORRECT payoff statement.
Company Response:
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was a member with XXXX XXXX and had two mortgages with them. Last year they sold our mortgages to our new provider Mr. Cooper, whom I have the issue with. Mr. Cooper has been charging me fees on my mortgage with no definition or purpose, and there is no way to see what the fee is for. When I reached out to Mr. Cooper last summer, they said there was one fee applied to my account for a payment I " missed '' in XXXX. I never missed a payment, but my payment got returned for non-sufficient funds which I promptly paid in full two days later when I returned home from a XXXX It was paid in full by the 8th, and no missed payment had ever been noted on my account. Looking into your definition for late fees, considering Mr. Cooper wasn't even the mortgage provider at the time, I do not believe they have the right to be charging me fees for this. Also, I will check my statement month by month to consistently see random undefined fees that I have no way of knowing what I am being charged for, where they are originating from, or why I am being penalized as I am an XXXXXXXX XXXX officer and am required to pay on-time all the time or I risk losing my clearance and my job. Mr. Cooper is a predatory service, and is taking advantage of us with no method of appeals.
Company Response:
State: AZ
Zip: 85747
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called XXXX XX/XX/XXXX, because I had gotten a notice stating that I did not make my mortgage payment. I did make to Mr. Cooper on XX/XX/XXXX confirmation # # XXXX in the amount XXXX. When I called Mr. Cooper the woman who answered ( in TX ) Hung up on me. I called again later that day and was told by a employee of Mr. Cooper that I did not make my paymen t and my hourse was going to go into foreclosure. I let her know that I did make the payment and gave her the confirmation #. She told me that my bank rejected it. Which I have been making payments to this same ortgage company since XX/XX/XXXX whith no problem. I went to my back that day after work and I was told by the back that there was never a attempt on putting throught the payment from Nationstar Mortgage ( Mr. Cooper ). I called the bank when I got home and I was told again I did not make my payment they were in the process of forclosure and I explained everything about to this women if I was going to make the payment for both XXXX and XXXX. I said yes but to geive me atracking number for the payment that my bank rejected on XX/XX/XXXX for # XXXX. She put me on hold while she spoke to her XXXX. And she said that she would waive the {$86.00} XXXX later fee and the {$15.00} XXXX Fee. So I made my XXXX payment on XX/XX/XXXX confirmation # XXXX in the amount of {$4100.00}. On XX/XX/XXXX I went in to my bank account to see if the payment went through I was told still no payment had gone through on their side and that my bank rejected it for insufficent funds. This is not true I went back to the bank and I was told that the Nationstar Mortgage only entered in 4 of the 6 numbers for the account number. So the bank needs to ID the 6 numbers not 4. I called Mr. Cooper back on the XXXX they told me to wait till XX/XX/XXXX to call them back to see if the payment went through. No fees will be put on your account I am putting that in right now I was told. I could not call on XX/XX/XXXX because my daughter had XXXX. I called Mr. Cooper on XX/XX/XXXX at XXXX and was told by XXXX in TX that the payment was past due, she was nice and cleared all of the charges again and double checked with me the account number and the routing number and I approved her to resend the payment, she said to give 24 hours. I have and still the money is in my account no payments paid. I can not do this any more. and with my husband just loosing his job and this Mr. Cooper not able to put my payments through is XXXX percent rediculess. Can you please look in to this for me please. I was told by XXXX that I
Company Response:
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2023-01-24
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: I was on forbearance due to sickness directly related to Covid and I was unable to work. My mortgage was sold twice while I was in the hospital. I was told I would have multiple options once I came out of forbearance. However, the new mortgage company is demanding that I pay the entirety of a little over {$14000.00} in XXXX lump sum or I would have a foreclosure. I have lived in my home for ~ 10 years. They lied about what my options are and I cant have my son and I be homeless. I have all the medical documentation showing the reason for my unemployment and why I needed forbearance.
Company Response:
State: TN
Zip: 37323
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXXr my mortgage company has been paying my taxes to the wrong parcel. Today I was notified by the XXXX county taxes that I am behind XXXX. XXXX county states in the letter that if this isnt paid they will be selling my home. When I called Mr Cooper they told me the XXXX tax department does not have any phones? And that so would need to send a email. So I emailed my closing papers, the XXXX county tax with the right parcel number. Please help me
Company Response:
State: IN
Zip: 46383
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A