Date Received: 2023-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I attempted to pay my XX/XX/XXXX mortgage payment serviced by Mr. Cooper. Mr. Cooper bought my loan from XXXX in XXXX of XXXX. When I attempted to pay it it showed an increased required payment of {$1400.00} when our fixed rate payment had been {$930.00}. Our insurance and escrow had not increased by {$6000.00} per year since last year. When I called to inquire about the steep increase they said that they had taken out lender placed insurance because we did not have insurance on the property. They did this without my knowledge or consent. Upon further investigation a Mr. Cooper representative found our current valid home owners policy in their files. The lender placed policy they took out was from XXXX of their own subsidiaries. I feel as though this was done in an effort to defraud me and my family and had I not caught the error they would have made no attempt to resolve the issue. They currently show negative escrow balance of - {$3600.00} due to their error.
Company Response:
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr cooper accepted my modification allowed me to make 3 monthly payments and I did this on time each month, then at the end of the trial period they said congratulations we will send you out paperwork to sign and then 3 days later they denied me. They are now telling me to resubmit all the paperwork again only for me to be denied again. According to my lawyer the investor would have had to agree to the modification to allow me to have a trial period and as I made the payments on time I should never have been denied. If the investor had any concerns they would never have allowed a trial period. I've been trying to work this out with Mr Cooper and all I get is stumbling blocks that is forcing me further behind on my mortgage. I will be reporting Mr cooper to the BBB and contacting my attorney General regarding this.
Company Response:
State: NY
Zip: 11772
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm adding to a complaint already made about Mr cooper. While on the phone with Mr cooper on XX/XX/23 the mr cooper representative said that I should never had been denied as I paid all the payments on time as agreed, after a long hold they came back and said that my case had fallen through the cracks and she was making the changes to allow my modification to go ahead, all this was in the presence of my lawyer and recorded by Mr cooper.
Company Response:
State: NY
Zip: 11772
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, formerly Nationstar, unilaterally and without notice to me transferred the servicing responsibility for my loan to a new company called XXXX. Because I never had notice, my auto-payment for XX/XX/2022 went to Mr. Cooper. Now I've asked them to return the money to me, with no response. Meanwhile, XXXX claims I'm in default because I ostensibly didn't remit payment for the XX/XX/2022 amount. Additionally, and as a secondary matter, Mr. Cooper demanded additional funds monthly from me a few months back, effectively changing the monthly payment from XXXX XXXX XXXX to XXXX XXXX XXXX. No explanation was provided. Now apparently they've simply absconded with those funds as well! These guys are bad actors and a competent regulator needs to get involved. Thank you.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: DURING COVID WHEN I LOST MY JOB I CONTACTED NATIONSTAR MORTGAGE LLC AKA MR COOPER AND THEY OFFERED FORBEARANCE REFLIEF FOR 90 DAYS. AFTER HEARING IT WAS A SCAM I TRIED TO GET OUT OF IT AND THEY SAID I CAN'T. I TRIED MAKING MY MORTGAGE PAYMENT AND THEY RETURNED IT TO ME. WHEN I CALLED THEM THEY SAID THEY WOULD NOT ACCEPT PAYMENT FROM ME. THIS LASTED APPROXIMATELY A YEAR THAT I KEPT CALLING THEM TRYING TO GET OUT OF IT AND THEY WOULDN'T ALLOW ME, I WAS TRAPPED. AS I EXPLAINED TO THEM, THEY WERE MAKING IT WORSE. NOW I HAVE AN ENORMOUS AMOUNT OF MONEY ADDED TO MY PRINCIPAL BALANCE. I WAS JUST TOLD THAT I WAS NOT IN FORBEARANCE BUT IN A MODIFICATION. IT'S A CRIME THAT DURING COVID WHEN THE NATION WAS IN TURMOIL NATIONSTAR MORTGAGE AKA MY COOPER TOOK ADVANTAGE OF CUSTOMERS.
Company Response:
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Nationstar was sued by CFPB for not allowing modifications and for taking trial payments and not honoring or completing and responding to the borrower or successor in interest ( according to reg X and Z as amended recently in XXXX ). XXXX XXXX has a jugment that is NON COLLECTIBLE for many reasons the debt has been XXXX as of when it was issued with people who are not in title in XXXX. In XXXX ( see attached ) XXXX XXXX and XXXX XXXX were not in title to be able to encumber a property where they no longer have equity titltle. The title to XXXX XXXX was given in a special warranty deed to XXXX XXXX, who payed for her real estate contract for the pendency of the trial under the false pretenses that Natiostar is going to do a assumption/modification of the ORIGINAL XXXX XXXX as per the origivnal real estate contract. Now XXXX trying to foreclose IN COURT AND COLLECT IN COURT WITHOUT A HEARING FROM A XXXX XXXX XXXXXXXX YREAR OLD WOMAN ALL HER MONEY FOR 14 YEARS AND ATTEMPT TO TAKE HER HOUSE WITH LETTERS OF NOTICE OF SALE EVERY WEEK MAILINGS. You are makning us XXXX and I am so stressed that I had to XXXX XXXX XXXX XXXX and care for my mother now. She is harassed for a debt of another who made that debt with you on a second mortgage on XXXX WHAT makes you think you can foreclose a third person 's home for the debt that was made in XXXX in another person 's name and not even serve XXXX XXXX with a return of summons and a copy of teh NOTE YOU ARE REFERRING TO THAT IS A SECON LOAN. PROVE IT SEND THE NOTE TO THE PERSON YOU ARE TRYING TO COLLECT THE NOTE DO YOU THINK YOU ARE ABOVE THE LAW THE STATUTES OF NM REQUIRE THAT YOU HAVE A HEARING TO COLLECT XXXX XXXX XXXX FOR THE DEBT OF WHAT WE WERE TOLD ARE INVESTORS IN FLORIDA WHO HAVE ALREADY BOUGHT ANOTHER OTHER PROPERTY IN XXXX XXXX THE STATUTES OF NM SPELL YOU HAVE TO FORECLOSE WITH A HEARING ESPECIALLY WHEN THERE IS A DEED. YOU CAN NOT GO OVER STATUTE
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: hi there, this is XXXX XXXX XXXX, legally & literally the owner if the property and the third authorized third party. the house is under XXXX XXXX name of XXXX XXXX and my nephew XXXX XXXX. The home mortgage is under their name but soon will be refinance soon since the home is legally & literally under my name and XXXX who pays in reality. The reason weve behind due to serious construction to the basement that cost a huge amount due the flood. My nephew XXXX XXXX is only concern to us but in reality he is nothing to do with our mortgage payment issues. And so with my brother XXXX XXXX XXXX appealing to your good office that the investigation reported by XXXX was lie on XX/XX/XXXX, i am asking for a XXXX XXXX but it took almost an hour conversation to be approved hand XXXX told XXXX that i will start making a payment on XX/XX/XXXX for {$4000.00} but it never went through for approval and the reason it stopping him to approve is due to my pending loan assumption.. I wasnt not aware on the start date on XX/XX/XXXX. it should comes with documents approved signed with payment plan, but we dont get any. And I also spoke XXXX XXXX XXXX XX/XX/XXXX, he told me that i need to put a down payment of {$5700.00} in order for me to have a Payment Plan, need to receive, and i told him that i will provide the amount in ir before the end of this month XX/XX/XXXX, And when i spoke with him, he never told me i i have to pay the {$4000.00} and need to receive on XX/XX/XXXX. The biggest problem with them, they are not consistent with the XXXX XXXX. We need a fair & equal treatment to have the informative not inconsistency in order for us, where to place ourselves, we know our status. We deserve to know the updated information, still need their agent to be trained & systematic. attached case closed which agent telling about the date to be received the payment of {$4000.00} on XX/XX/XXXX
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is involving my current Mortgage company Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX I have experienced ADA violation with them. I am XXXX and I have requested a sign language interpreter several times and they denied it. They also lied to me. I was covered until the XXXX mortgage program where I did not make payments for 12 months. When it ended, I told them that I wanted what I owe to be extended at the end of my loan. They tricked me by saying oh I qualified for modification which reduced my payment by {$500.00} a month and interest rate is the same. Nothing is new. However I needed the notary person that they hired to come to my home for me to sign the papers. They said its just to start back up the mortgage. I asked for interpreter and they said no need to. And that if i want interpreter, I have to pay for myself. I know per ADA law, companies like hospitals, schools, and etc must provide interpreters if a XXXX person request it. They said no no. No need. XXXX telling you what it is. Its just to restart the mortgage. But theres an urgency that I have to sign. Notary person came and XXXX deaf and I couldnt understand her at all. But based on what and. XXXX said, I signed it. Very recently I told several people neighbors who are in the mortgage company, they said did I realize I signed the partial deed claim for {$110000.00} and even for 12 months, it is awfully very high. I had XXXX friends who are lenders and they said it does not sound right and told me this is NOT required when I wanted to add those 12 months after 30 years loan. So they lied to me and they did not provide an interpreter. If they had provide an interpreter and interpreter signed what the notary person said on the papers, I would have NOT signed the papers. I contacted Mr. Cooper numerous of times. Spoke to said supervisors and all I got was we dont provide interpreters. You have to bring XXXX yourself. You dont need an interpreter. All you had to do was read it. Everything was all there and lastly its too late now. You signed it. You should have read it. Then in order for me to reversed it, the supervisor said then you must pay XXXX {$110000.00} today. How the heck does not paying for 12 months equaling {$36000.00} come up to be {$110000.00} and was the 12 months payments supposed to be recovered and paid at the end of the 30 years loan? They really took advantage of my XXXX and XXXX as I was using videophone to communicate with them using interpreters. Even the interpreters told me after I hung up with them to contact a lawyer because they took advantage of me and they violated XXXX XXXX by NOT providing me interpreter therefore I couldnt understand what I was signing even though they lied and said oh its to restart your mortgage. I was not familiar with Mr. Cooper because I bought my home XX/XX/XXXX and within that year, my mortgage was bought out 3 times and during XXXX, Mr. Cooper became my mortgage and they said oh you dont have to pay cuz of XXXX and telling me all kinds of lies so they can get me to sign the {$110000.00} partial claim deed of trust. They violated my rights over and over and over again. They violated the ADA law. Per ADA law, People who have vision, hearing, or speech XXXX ( communication disabilities ) use different ways to communicate. For example, people who are XXXX may give and receive information audibly rather than in writing and people who are XXXX may give and receive information through writing or sign language rather than through speech. The ADA requires that title II entities ( State and local governments ) and title III entities ( businesses and nonprofit organizations that serve the public ) communicate effectively with people who have communication XXXX. The goal is to ensure that communication with people with these XXXX is equally effective as communication with people without XXXX. This publication is designed to help title II and title XXXX entities ( covered entities ) understand how the rules for effective communication, including rules that went into effect on XX/XX/XXXX, apply to them. The purpose of the effective communication rules is to ensure that the person with a vision, hearing, or speech XXXX can communicate with, receive information from, and convey information to, the covered entity. Covered entities must provide auxiliary XXXX and services when needed to communicate effectively with people who have communication XXXX. The key to communicating effectively is to consider the nature, length, complexity, and context of the communication and the persons normal method ( XXXX ) of communication. The rules apply to communicating with the person who is receiving the covered entitys goods or services as well as with that persons parent, spouse, or companion in appropriate circumstances. For people who are deaf, have hearing loss, or are deaf-blind, this includes providing a qualified notetaker ; a qualified sign language interpreter, oral interpreter, cued-speech interpreter, or tactile interpreter ; real-time captioning ; written materials ; or a printed script of a stock speech ( such as given on a museum or historic house tour ). A qualified interpreter means someone who is able to interpret effectively, accurately, and impartially, both receptively ( i.e., understanding what the person with the XXXX is saying ) and expressively ( i.e., having the skill needed to convey information back to that person ) using any necessary specialized vocabulary. Mr. Cooper violated my rights to have a certified sign language interpreter for when the notary person came to interpret what the notary was reading on the papers. If i had an interpreter, I would not signed it. The excuses of well you didnt have to sign it if you didnt understand it is not a reason to waive that rights. I was bullied and rushed to sign it with urgency and Mr. Cooper said it was just to restart the mortgage and what I asked for was good. Which was XXXX percent interest rate and the missed payments to be paid after 30 years loan allowed to federal XXXX mortgage program.
Company Response:
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
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 disputing how XXXXMR COOPER/RIGHTPATH SERVICING has changed how they report my mortgage balance to all ( 3 ) credit bureaus. Prior to and during my CARES ACT forbearance, they would report ONLY my interest-bearing principal balance to the credit bureaus. I had a loan modification before XXXX/MR COOPER/RIGHTPATH SERVICING purchased my mortgage ( which I had no say in ) that included a deferred payment at the end of the modified loan. Since coming out of forbearance in XX/XX/2022, XXXXMR COOPER/RIGHTPATH SERVICING suddenly decided to lump this deferred payment into the entire mortgage balance which is incorrect. They had been servicing my mortgage for at least 5 years before making this sudden change. I feel they made this change only in retaliation for them not being able to foreclose on my home. I was in forbearance for over a year because XXXXMR COOPER/RIGHTPATH SERVICING gave me no options to come out of the forbearance like most customers normally could. It was after fighting, pleading and begging them for MONTHS on end did a nice customer representative take pity on me, escalated my situation and got the powers that be to agree to let me resume my monthly mortgage payments. The forbearance amount was then lumped into the interest-bearing principal balance. Aside from that, nothing had changed w/ the deferred payment remaining the same. Since that time, now all of a sudden my mortgage balance increased from approx. {$120000.00} to a new mortgage balance of {$190000.00} on my credit report. This drastic increase has caused my XXXX XXXX to drop XXXX points w/ XXXX XXXX XXXX and a whopping XXXX points w/ XXXX. I was never advised up front about how they changed reporting my balance and am therefore requesting them to change their reporting back to how it had originally been done for YEARS. RightPath Servicing claims this was the result of a loan mod in XX/XX/2022, but please note THE LOAN MOD HAS SAME TERMS W/ SAME DEFERRED PAYMENT AS BEFORE BUT WAS NOT REPORTED THE WAY YOU ARE CURRENTLY REPORTING IT. You have yet to explain why this was changed from the way it was reported prior to me entering CARES Act Forbearance This is again, a detriment to me and completely unfair as the consumer who never asked or requested XXXXMR COOPER/RIGHTPATH SERVICING service my mortgage loan in the 1st place. I feel I have been victimized again by this entity after going through so much to come out of forbearance only to have my credit ruined anyways which SHOULD NOT HAVE HAPPENED per what was outlined in the CARES ACT. My credit has been impacted as a direct result of their changed procedures which only occurred after coming out of my CARES ACT forbearance. The reported balance to all ( XXXX ) credit bureaus for this account should be {$130000.00} which XXXX enclosing here. XXXX also enclosing my most recent mortgage statement which also shows a slightly older balance of {$130000.00}. Lastly, I feel I am owed an explanation as to why this entity decided to suddenly change their reporting procedures with no advance notice after years of reporting it differently. Thank you for taking this complaint into consideration. Regards, XXXX XXXX
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello I'm asking for your help with my Lender! Mr. Cooper did a analysis on XX/XX/XXXX. My homeowner insurance increased, as well as my property taxes. Effective on XXXX, XXXX. The amount would increase my monthly payment by {$20.00} The shortage in escrow is roughly {$190.00}. Escrow increased {$140.00}. I know the lender can apply a cushion for future increases, up to 12 months! But I know they also have a percentage cap! Also the companies won't my any changes until the following year! Also Lenders would give me a opportunity to pay the actually shortage and adjust the monthly mortgage to accommodate the balance of escrow for the year. INSTEAD OF A INCREASE Of {$20.00} MONTHLY, I GOT A INCREASE OF {$110.00} MONTHLY, A SHORTAGE OF XXXX I understand the overage will be returned at the end of the year! But I'm a senior on a fixed income! This is way to much of a adjustment! Monthly pmt was {$1100.00} to {$1200.00} Property taxes XXXX {$3100.00} to {$3200.00} per year Homeowners insurance XXXX {$660.00} to {$840.00} per year I hope I explained it to your understanding, Please help!! I didn't know how to down load paper work. thank you in advance.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A