Date Received: 2023-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022 Mr. Cooper advertised that if you had financial troubles you could get a deferred plan to not make mortgage payments for 3 months with an option to extend to 6 months if needed. The monthly payment plan would increase from {$550.00} ( approx ) to {$640.00} ( approx ) per month to cover insurance and tax payments ) The remaining mortgage amount would then be deferred to the end of the mortgage date. I agreed this was the plan I desired. My forbearance plan was for XXXX, XXXX, and XXXX of 2022. When my end date approached, I tried to resume my mortgage payment but Mr. Cooper would not accept my payment unless I paid the full amount of the last 3 months ( approx {$2100.00} ). I informed them this was not the plan I agreed to. Talking to XXXX at Mr. Cooper today she informed me that the deferment had not been applied for, thus I owed this money at the end of the forbearance plan. I had received ABSOLUTELY no information on this and had been assured in XX/XX/2022 that everything was complete. I feel the company misrepresented the information that was provided to me and believe this may be a scheme to foreclose on my property to harvest the equity ( approx {$28000.00} ) from my home, although I can not prove this, of course.
Company Response:
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2023-01-23
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: A client was approved for financial assistance through the XXXX XXXXXXXX for Homeowners ( HAF ) program. On XX/XX/2022, the state disbursed XXXX to Mr. Cooper to make the client current on his mortgage payments. As of today, Mr. Cooper has not posted the payment. The client has contacted Mr. Cooper several times and has gotten no resolution to this payment. Today, I had a phone conversation with a representative from Mr. Cooper who works in the loss mitigation department. He told me there is no record of any payment ever being sent and he would request an investigation, but they would need information from us first. Unfortunately, he didn't know what information would be needed, so he would get back to us. The payment that was sent by the state made the client current through XX/XX/2022. When he tried to make his XXXX payment, Mr. Cooper would not accept it, they now are requiring XXXX months of payments, not XXXX. This client is trying to recover financially from his XXXX experience and requiring XXXX payments instead of XXXX is making it harder for him to do this.
Company Response:
State: WI
Zip: 54601
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I live in XXXX, XXXX XXXX XX/XX/2019 XXXX XXXX sent a group of men in a box truck to " inspect '' my home. After kicking in my door and removing valuables from my home, including but not limited to ( XXXX ) XXXX, ( 1 ) Laptop, various video games and and XXXX. In addition, they stole equipment by cutting ( 2 ) locks off an enclosed work trailer filled with approximately {$50000.00} worth of tools. I contacted the bank, and they told me to file a police report. I filed the report the next day. The bank has since refused to talk with police or me about the theft. It should be noted that this same bank ( XXXX XXXX ) was subject to XXXX dollar settlement with several states, including Connecticut for engaging in this illegal/criminal behavior. I am asking for your help or guidance with this situation. It is extremely important and news worthy for the public to be aware of such behavior. I have about 40 pages of documentation, including police reports. to prove my assertions. Please contact me at XXXX. Look forward to hearing from you.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-03-09
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: Once again, the agents at Mr. Cooper are not doing their jobs and there are multiple people at play. Starting with the email correspondence on XX/XX/2022, stating incorrectly that 3 consecutive payments were not met on the account and to contact again in XXXX. It would've been XXXX, which was corrected by another agent. I tried to contact their PMI department multiple times in XXXX and received no response. I returned two phone calls and got routed to the incorrect department. I tried again in XXXX, which is shown in the chat transcription. The agent represented themselves as working for the PMI department, but somehow did not know what XXXX XXXX pathway was. After multiple corrections, they finally sent my PMI removal request to another department. Only to receive another incorrect response which speaks to an original home valuation of {$490000.00}. Referring back to the email, you will see CLEARLY, that the original sales price was {$380000.00}, not {$490000.00}. Also referring back to the email, was an incorrect Principal balance of {$330000.00}. At the time of the email, it was {$320000.00}. I have made myself clear on multiple occasions, that I have XXXX interest in hearing about pathways that do not apply in my situation. I know how to do math properly! I said multiple times that the house easily appraises for more than {$440000.00}, which is proven on their own website and their " computer generated '' value via Fannie Mae. I have had it with people who don't do their jobs! The IXXXX XXXXXXXX should have been schedule a long time ago and it has not been done. There has not been a single email with the proper documents sent over, any schedule for someone to come out or anything of the sort. I should not have to send multiple requests for the same thing, just so I get lucky that someone knows how to do their freaking job!
Company Response:
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2023-01-23
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: The borrower on this loan is deceased. The estate has the property under contract, but is unable to get it sold because the lender refuses to provide a payoff. The lender has been provided the letters of administration appointing XXXX XXXX the administrator of the estate, and a signed authorization for the payoff numerous times, first on XX/XX/23, and again on XX/XX/23 on their specified form and then at least four times after said date. Despite this, the lender keeps claiming that XXXX is not authorized on the account and is refusing to provide the payoff. The estate is now at risk of losing the sale because it can't close without a payoff.
Company Response:
State: KS
Zip: 66212
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: My home loan servicing contract was sold to Mr. Cooper. Previously it had been serviced by XXXX Bank. Once the loan was serviced by Mr. Cooper there were a series of errors but the most serious is that Mr. Cooper is indicating that I owe them money for a lender paid expense from XX/XX/XXXX, when the loan was being serviced by XXXX. I have contacted XXXX and they indicated that there is no such charge in their records. I have escalated this to Mr. Cooper and their research department came back today and said that the charge is legitimate, though they have yet to provide any details or receipts of the charge. See below for the details from the research department at Mr. Cooper. Dear XXXX XXXX and XXXX XXXX : We received your request on XX/XX/XXXX, regarding the lender paid expense balance on your loan. Mr. Cooper has reviewed your loan and determined that the lender paid expense balance is valid and was assessed to the loan in accordance with your loan documents and our servicing requirements. Therefore, the balance will not be waived or reimbursed. Any outstanding balance will continue to show in the total amount due ; however, it may be paid over time, or it will be collected at the time the loan is paid in full. According to the terms of your loan, if the account becomes delinquent, the lender may do and pay whatever is necessary to protect the property and the lenders rights in the property. Furthermore, any amounts disbursed by the lender shall become an additional debt to the borrower. As of the date of this letter, the lender paid expense balance is {$440.00} and includes the remaining balance for the fees and costs that were assessed by the prior servicer on XX/XX/XXXX. Please be advised, further information in regard to the balance was not included in the transfer file. Please contact XXXX directly for further information.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My father passed away and my name is now on the Deed of the property. We have provided this information already to the mortgage company. The loan was previously being serviced by XXXX but in the spring of XXXX, it was transferred to Rightpath Servicing. Prior to the transfer, we were offered COVID relief to defer payments for 1 year. We were then advised by XXXX to make trial payments until the modification was final which we did. Once the account was transferred to XXXX, the modification was cancelled due to us not returning the modification documents. We made several calls to XXXX to let them know that we never received the modification documents and were advise that they would resend them. That never happened and we were advised that we would have to try for another modification. We sent the requested documents such as my paystub, an application for assistance, my social security number, and my employment contract. I was advised that my application was complete on XX/XX/XXXX and no further documents were needed. On Friday, XX/XX/XXXX, we were advised that the modification was denied because the previous trial payments were not made. The trial payments ended when we were advised that the previous modification was cancelled, and we would have to start the application again. Furthermore, we have been attempting to contact our single point of contact who is never available when we call in. We have requested callbacks but do not get a callback. I was told on Friday, XX/XX/XXXX that the squeaky wheel gets the grease so I would have to call daily in an attempt to reach my single point of contact. The account is now in Foreclosure status which started right before the latest loan modification application was in the underwriting process. Rightpath servicing is no longer accepting payments and are making it impossible to speak to our single point of contact and have been advised that only the single point of contact can let me know what my options are now.
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear XXXX, I have received your letter. Unfortunately, the Champion Mortgage statement does not reflect reality. So for my mother, XXXX XXXX, as of XX/XX/XXXX, her reverse mortgage debt with interest was {$230.00} On XX/XX/XXXX, for the XXXX reverse mortgage loan, XXXX XXXX signed a deed for a reverse mortgage of {$77000.00} with XXXX XXXX XXXX. This brings XXXX XXXX 's reverse mortgage debt to {$310.00}, plus interest, plus insurance, for a total of {$350.00} The document ONLY SIGNED by my mother at XXXX XXXX on XX/XX/XXXX clearly states that she can take out XXXX of the {$77000.00} reverse mortgage loan in the first year, XXXX, and the second portion in XXXX. My mother suffered a XXXX XXXX on XX/XX/XXXX, was incapacitated, and neither my mother nor anyone else used the {$77000.00} reverse mortgage. The $ XXXX was not deposited into my mother 's account at XXXX XXXX XXXX XXXX was unable to verify that the {$77000.00} reverse mortgage loan was transferred to my mother 's account. The Consumer Protection Department provided a relevant response that the {$77000.00} was transferred to Champion Mortgage to settle the reverse mortgage loan. I assume to pay off the {$230.00}! To summarize, Champion Mortgage, XXXX and Everyone listed my mother yone listed my mother as having taken out a reverse mortgage loan for {$77000.00} on XX/XX/XXXX, but that is not the reality.The reality is that my mother ONLY signed the document for the {$77000.00} reverse mortgage loan on XX/XX/XXXX, but my mother did not receive any money!!! I would like to get proof from Champion Mortgage that my mother, XXXX XXXX did in fact take out the {$77000.00} reverse mortgage and was entitled to the {$350000.00} debt!!! that my mother 's guardian paid to XXXX. Further, I am requesting proof ( bank transfer receipt from Champion Mortgage ) showing that Champion Mortgage received the {$77000.00} reverse mortgage loan!!! Champion Mortgage should send me a certificate that my mother received the {$77000.00} reverse mortgage! Evidence!!! It was not in my mother 's account at XXXX XXXX. XXXX was unable to provide proof of the transfer. On XX/XX/XXXX, my mother ONLY SIGNED the document but did not receive any money. The amount of {$77000.00} was transferred to Champion Mortgage!!! I quote below from the email of XXXX XX/XX/XXXX : XXXX XXXX XXXX Washington State Department of Financial XXXX XXXX XXXX XXXX XXXX, XXXX XXXX " These funds were not sent to his mother 's bank account, but were used to pay off a mortgage loan with Champion Mortgage. '' Thank you. Best regards, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: BANK TRYING TO COLLECT AN UNCOLLECTABLE JUDGMENT FROM AN UNREPRESENTED THIRD PARTY REAL ESTATE PROPERTY AND EXTORTING CASH UNDER THE FALSE PRETENSES OF MAP ASSISTANCE, LITIGATING DURING HER LONG XXXX ILLNESS TIME FROM A XXXX AND XXXX XXXX SENIOR WHERE HER DAUGHTER WAS PROMISED A ''WORKOUT '' TO DISMISS THE ISSUE THROUGH MAP AS SUCCESSOR IN INTEREST OF XXXX XXXX AND XXXX OF XXXX XXXX Nationstar dba as Mr Cooper is threatening to " sell our house without a hearing '' in XXXX for an uncollectable judgment for a discharged debt of XXXX, with someone else who has not been on title since XXXX. Nationstar is trying to seize an asset of a third person to attempt to collect funds from a debt of a third party who is not on title. Nationstar has colluded with the debtors referred as " cons '' by attorneys consulted to swindle funds from a senior who has been inflicted with XXXX XXXX and take advantage of her XXXX to not only threaten her constantly that they " will see her house '' without a hearing but also collected the funds that have been deposited in court for the settlement of all debts in the house. This was a transaction originated and offered by XXXX XXXX The title is in XXXX XXXX 's name
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I live in our home XXXX XXXX XXXX, TN XXXX. It was sold to Mr. Cooper/NationStar on XX/XX/2022. Since the transfer they have purposely missed applied payments, refuse to do the VA modification loan. Instead they are trying to force my husband to do a modification with a higher interest rate. They have given my husband statements after statements with wrong amounts. We were only behind one payment, and we worked hard to catch it up. They stated to the VA liaison that one of our payments never cleared the bank when we show that it did with bank statements. They are constantly stating that if we don't get it caught up in 1 month they will start Foreclosure. VA has guidelines that help veterans and they are not following those guidelines. Even our escrow account is mishandled where it is steady growing negative since they are miss applying monies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A