Date Received: 2023-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, we received our annual Escrow Statement from Mr. Cooper. It reflected a deficit of {$830.00} which resulted in an increase in monthly Escrow payments of {$91.00}. In turn, this would increase our monthly mortgage payment from {$1500.00} to {$1600.00}. However, at the time of this Escrow Statement, we were also behind by two monthly payments. On XX/XX/XXXX, we made those two monthly payments bringing our account to 100 % fully current. Our Escrow Account was then brought from a deficit of {$830.00} to a surplus of {$390.00}. Due to this being before the end of the year, we promptly requested, in writing, an Escrow Account recalculation from Mr. Cooper to reflect this change as now there wasn't a need for our monthly to increase as we were no longer in a large deficit but in a surplus. The Escrow Statement we received from them clearly states, " The shortage amount listed assumes there are no outstanding payments owed. If you have past due amounts, please sign in to your account at www.mrcooper.com for the correct amount. '' At that time when we were behind by two payments, this of course applied to us. When I logged into my account, the amount was exactly the same. Mr. Cooper literally is playing games at this point. Nowhere did it ever show an Escrow Balance projecting what my account would look like if my account were not behind payments, like this statement suggests. How is this legal? XX/XX/XXXX we receive a response from Mr. Cooper acknowledging us and stating they need more time. Today, XX/XX/XXXX, we receive a long response that is nothing short of pure stupidity. The beginning explains what an Escrow Account is and what causes a shortage as if I haven't had a mortgage and Escrow Account before. Really? However, it goes on with this : " Due to changes in tax and insurance premiums, Mr. Cooper completes an analysis each year to ensure that your escrow account is funded correctly and adjusts your monthly payment accordingly. Because your escrow account has less money than needed, there is a shortage of {$830.00}. Due to this shortage and changes in your taxes and insurance premiums, your monthly escrow payment will increase by {$91.00}. Your current escrow balance is {$390.00}. You may deposit the escrow shortage in full. Upon receipt of this deposit, your shortage and monthly payment will be adjusted accordingly. '' My Escrow account was - $ XXXX at the time of the analysis which resulted in this. Making my two monthly payments resulted in the surplus of {$390.00}. Whoever responded to my request literally took the information from my old Escrow Statement and combined it with my current balance without recalculation. So here I am, requesting once again that someone from Mr. Cooper recalculate our Escrow Account with the SURPLUS amount of {$390.00} and not the - $ XXXX it was on XX/XX/XXXX when we were behind two mortgage payments. The deficit of {$830.00} will no longer exist.
Company Response:
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/22 I received a cancellation notice from my Homeowner 's Insurance policy ( XXXX XXXX, XXXX XXXX ) for failure to pay from the escrow account. The policy that was cancelled was the exact same as the year prior so no changes were made. I was able to call in and reinstate homeowners insurance, however give the lapse in coverage the yearly premium more than doubled. Despite the error to pay happened on their end, my mortgage provider, Mr. Cooper, failed to help remedy the situation after multiple calls were made, they simply informed me that what happened is unfortunate but that there was nothing they could do to fix the issue unless I found cheaper insurance. When I informed them that would be impossible due to the lapse of coverage they caused, they hung up on me. Because of the premium increase caused by their failure to pay, my monthly insurance costs have gone up by more than {$200.00} a month, despite shopping around for more affordable providers.
Company Response:
State: VA
Zip: 24501
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away on XX/XX/XXXX and I made mortgage payments until I was offered a forbearance plan by community loan servicing during covid. The forbearance period was from XXXX. I was made aware numerous times throughout the forebearance that the payments during the forbearance would be deferred in the form of balloon payments at the backend of the loan. I also provided community loan servicing with successor in interest documents as well as my fathers death certificate. In XXXX of XXXX, a payment deferral option was offered by community loan servicing. I then received a letter from an attorney threatening foreclosure if I didn't pay all of past due forebearance payments and an additional nearly {$7000.00} in attorney fees when the attorney hadn't done anything! At the same time I received a letter from community loan servicing that I was getting a loan modification and that I needed to make three trial payments ( starting in XXXX ) to complete the loan modification and not have the home foreclosed. The loan was then transferred to Nationstar/ Mr.Cooper/Rightpath. I still completed all three trial payments. All three were deducted from my account as paid, yet Rightpath says the last payment in XXXX was returned as insufficient funds. Rightpath also told me that they could accept my payments but they could not talk to me about the account because I had not shown them successor in interest documentation. I told them I had already done this with community loan servicing. They said documents were transferred to them by someone at community loan servicing by taking pictures with their cell phone and emailing the pictures, and the pictures of my documents were not good pictures so I needed to send them again. They also said that my loan modification had been denied because they did not receive an application along with successor in interest documents but I was never asked to do this by community loan servicing when the trial period began.
Company Response:
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is related to my personal residence. I have owned/lived in my home 16 years. My home is worth {$900000.00}. I have a first mortgage with XXXX XXXX XXXX outstanding of approximately {$300000.00}. I took out a second mortgage in XXXX with Nationstar/Mr. Cooper for {$150000.00}. I made every payment on time, electronically through my bank account. In XX/XX/XXXX, I made my payment to Mr. Cooper and it was returned. When I inquired as to " why '' they returned my payment, I was informed " your loan was a 15 year balloon has matured and you should have made arrangements to refinance. '' I asked " why did you not notify or inform me that it was about to mature so I could refinance? '' and they had no response. They offered to consider a " modification '' of my mortgage. That began a 90 day process where I sent them all income, credit info for them to " consider '' a modification. Mr. Cooper/Nationstar would not allow me to make a payment during this review period. I have all records and correspondence. I called them dozens of times for status and they kept putting me off. In XX/XX/XXXX they informed me that they were giving my mortgage over to XXXX XXXX XXXX XXXX XXXX allowed me to start making payments in XX/XX/XXXX. I made the payments on time every month. In XX/XX/XXXX, they notified me that I could no longer make a payment. They told me that my loan had matured and that I needed to pay off my {$98000.00} balance. I explained that I did not have the ability to pay {$98000.00} but that I could make my normal monthly payment, which reflected on their portal as " due '' in the amount of $ XXXX. On XX/XX/XXXX, they notified me that if I did not payoff my loan by XX/XX/XXXX that I was subject to foreclosure. They offered to consider a " modification '' ( exactly like Mr. Cooper/Nationstar offered ) and so I sent them ALL XXXX 's, tax returns, etc. to consider. I have called them dozens of times and have all correspondence. They have not given me an answer ( to date ) on the consideration of my modification. Fearing foreclosure, I began seeking a traditional refinance on my mortgage. I spoke with several mortgage companies. My home has a Loan to ValXXXX greater than 50 % ( $ XXXX value vs $ XXXX mortgages ). I have XXXX income of {$280000.00}. Every mortgage company said " you should have no problem refinancing '' ... but when they pulled my credit report ( unbeknownst to me ) Mr. Cooper/Nationstar had reported me 60 days past due! This all transpired as they were " considering '' my modification and would NOT ALLOW me to make a payment on the loan during that " consideration ''. None of the mortgage companies could consider a refinance with a 60 day past due. They told me " you have to wait until 1 year after the 60 day notice ( XX/XX/XXXX ) before we can consider your request. Now XXXX is doing the exact same thing. I have provided them ALL information to consider a modification. I explained to them that there is no way I can get a traditional refinance because of what Mr. Cooper/Nationstar did in reporting me delinquent. I told them to " please allow me to make the normal monthly payment '' on the loan while they considered the modification, because I don't want any further past due notices ''. I have never paid a mortgage late, I make all of my payments on time. XXXX will not allow me to make a payment on the loan. Today, I received a notice from XXXX that XXXX has reported me past due on my mortgage. How can mortgage companies do this? How can they hold me hostage, not allow me to make a payment that I am perfectly capable of making, a payment that shows due & payable on their portal, but they will not allow me to make the payment? I sent them numerous correspondences in XXXX explaining exactly that ... that " you won't let me make my payment, and you are going to report me past due '', and they said " yes, that is correct ''. I just do not understand how a mortgage company can do that. I have had more than ample income and credit to make my mortgage payments with both companies. I never dreamed this kind of nightmare scenario could occur. I took a 15 year balloon loan in XXXX and made every payment on time. Mr. Cooper/Nationstar never emailed, sent me a statement, called me... nothing, to tell me that my balloon was approaching and to make arrangements. I remember getting a paper statement every month in the mail... nothing. Then to make " no decision '' on my modification for 90 days and not allow me to make payments ... and then report me as a 60 day past due. That is just not right! Now XXXX is doing the exact same thing! I share this because something needs to be done NOT to allow mortgage companies to treat borrowers this way. If a borrower has the means, the capability and WANTS to make a payment to keep their account current, how can they deny them that opportunity? They can just report a borrower past due, wreck their credit, make the borrower " incapable '' of getting the exact financing they need to 'cure ' the situation. It's wrong.
Company Response:
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After making 3 trial payments of {$2300.00} on a mortgage modification to XXXX XXXX XXXX ( XXXX ) in XXXX XXXX XXXX XXXX XXXX XXXX and after signing and submitting notarized paperwork, an additional non-trial payment of {$2400.00} made in XXXX XXXX, the loan service was transfered to from XXXX to Nationstar Mortgage ( dba Mr. Cooper ) in XXXX XXXX Mr. Cooper didn't honor the modification and we weren't allowed to make additional payments on the loan. In early XX/XX/XXXX, when we first contacted Mr.Cooper about this loan transfer delay, statements made to us, ( and documented ), by agents of Mr. Cooper, that were false and misleading, reassuring us no payment or penalties would be required or incurred due to the delay in the loan service transfer. Still unable to make payments, in mid XX/XX/XXXX we engaged with an attorney from XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX ) who after review, drafted Reg. X requests and notice of error letters, which were submitted via certified mail to Mr. Cooper and XXXX on XXXX Mr. Cooper and XXXX did not respond or comply with the request for documents related to our mortgage history and loan servicing. The XXXX attorney negotiated with attorneys for Mr. Cooper for 6+ months with no resolution other than an offer for us to pay all back payments ( XX/XX/XXXX thru XXXX XXXX ) in one lump sum ( over {$29000.00} ), in order to resume monthly payments. We are submitting this complaint becuase we believe Mr. Cooper and/or XXXX acted fraudulently are in noncompliance, pursuant to 12 C.F.R. Sections 1024.35 and 1024.36 of Regulation X of the Mortgage Servicing Act under the Real Estate Settlement Procedures Act, by not responding to our request for documents.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am one of those millions of people who was in Forbearance during Covid 19 struggling to meet ends therefore, I have an outstanding balance of $ XXXX On XX/XX/XXXX, XXXX XXXX ( original lender ) approved the loan modification to reduce my interest rate from XXXX to XXXX. I resume my mortgage payment on XXXX, XXXX with XXXX XXXX XXXX XXXX XXXX I received a letter advising me to approve the loan modification I have to meet the trial period plan. During that time, the services was transferred to XXXX XXXX XXXX and they are the one that collecting payment from me. I met the trial period and they send me the paperwork to sign with prepaid XXXX envelope. Then, late of XXXX XXXX, I received a letter from XXXX XXXX advising me that my services will be transferred to RightPath Services/Nationstar Mortgage . XXXX XXXX XXXX advises me that nothing will be change and that my interest rate will stay at XXXX percent. Rightpath Servicing rejected the modification loan XXXX and escalated it XXXX while collecting my mortgage payment. The person in charged of my modification refused to accept my mortgage payment for XXXX. He can no longer accept payment he said, since my modification is rejected. They mishandled this process from the first time they took over the services.
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, my mortgage servicer, debited my escrow account on XX/XX/XXXX in the amount of {$1400.00} to pay for my property insurance premium. 15 days later I started receiving notices from the property insurance company ( XXXX ) that my policy was in a cancellation status for non-payment. On XX/XX/XXXX, I spoke with a representative from XXXX they advised the payment that was issued from escrow on XX/XX/XXXX was still not received. I spoke with a representative from Mr. Cooper 's insurance processing center and she advised a batch payment was sent on XX/XX/XXXX and it should have cleared. She advised to give it another week and see if the payment will clear. On XX/XX/XXXX, no payment had posted to the property insurance and I spoke with Mr. Cooper again, the rep issued a payment in the amount of {$1400.00} to XXXX XXXX and advised she would issue a stop payment on the original XX/XX/XXXX payment. On XXXX, again I spoke with Mr. Cooper as XXXX payments in the amount of {$1400.00} have been debited from my escrow account. The rep on XXXX advised a stop payment was never complete, she completed the request and advised XXXX business days for processing. On XX/XX/XXXX, I again called Mr. Cooper as there are still XXXX payments of {$1400.00} debited from my escrow. After explaining the situation and being advised there is nothing she can do, I requested to speak with a XXXX. I was placed on hold and then disconnected on after XXXX minutes. Again on XX/XX/XXXX, I called back and spoke with another rep and was advised that they need to reissue the stop payment and wait another XXXX days. I requested to speak with a XXXX, yet again, and was put on hold for another XXXX minutes and then advised there is no one to speak with.
Company Response:
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper purchased my mortgage from XXXX XXXX and failed to pay/renew my homeowner insurance policy. My insurance was then cancelled for non-payment, even though my insurance is escrowed/included in my mortgage payment. Mr. Cooper even increased my mortgage payment to cover the increase in the homeowners insurance policy based on the escrow analysis conducted in connection with the mortgage purchase. My policy expired XXXX and I just found out XX/XX/XXXX. This left my property uninsured in the interim, which is a risk to not only me, but Mr. Cooper. Mr. Cooper has put a customer service process in place to purposely make it cumbersome and nearly impossible to speak to a live person to rectify the issue they caused. When I finally spoke to a person, she was inept and rude, and failed to keep her promise to call me back or resolve the issue. Mr. Cooper via letter and automation is threatening to force place insurance even though they failed to uphold my contract, which includes an escrow for the homeowners insurance. I've done all the leg work and need Mr. Cooper to overnight payment IMMEDIATELY to my insurance company for reinstatement. I caution any consumer to not do business with Mr. Cooper. Their internal controls are nonexistent and their customer service is horrific.
Company Response:
State: NJ
Zip: 08109
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage was purchased by Mr. Cooper ( XXXX XXXX XXXX XXXX XXXX ) and they notified the credit reporting agencies that I was 30 days late on a payment. My XXXX account is set to automatically make the payment on the 1st of the month and processed normally. My payment amount increased, and I was not notified so rather than processing the partial payment they held it. When my next payment arrived 29 days later, they applied it to the principal but kept holding the monthly payment and reported it as 30 days past due. They finally contacted me, and I made the payment and adjusted my autopay. Mr. Cooper ( Company ) indicated that they applied the second payment to the principal because it was in the same month. My payment history clearly shows this is not their standard procedure because if the 1st falls on a weekend or holiday the payment is processed the day before and this happens frequently. I believe they should have released the payment being held ( without notification ) and I would not have been 30 days late. When I contacted them, they reversed the incorrectly applied principal payment and the one being held after I made the additional payment to cover the difference in the new amount. I contested the negative entry as my credit score dropped over 100 points. I reviewed the comments on Mr. Cooper 's XXXX page, and they appear to consistently have poor business practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has been trying to force me into a XXXX yr refi from my current XXXX yr after I used the forbearance during pandemic. Below are the details I submitted to their complaints department. I am writing in regard to the subject loan number. I have been working with your company since XXXX to keep my current loan after taking a forbearance during the Covid pandemic. This was before my partial claim deadline requirement. Throughout the course of this year I have worked with XXXX agents from your company to complete a XXXX XXXX as I was assured I would be able to prior to initiating a forbearance. It took until XXXX for your company to get back to me with a loan modification I never asked for. I then asked for a XXXX and was put in contact with XXXX XXXX XXXX ) who explained to me that I needed to make a payment to get the loan back to less than XXXX months past due. I paid {$6000.00} on XX/XX/XXXX and was assured that the Partial Claim I had been asking for would be approved. Nationstar / Mr. Cooper did not even send in a request to the VA for a partial claim until XX/XX/XXXX. By that time, per XXXX, another month had been added causing me not to qualify. After I was notified that it was not approved I spoke with XXXX again and she assured me AGAIN that I would be approved if I made another payment because she had spoken with everyone involved. I paid the amount she said was required of {$3900.00} on XX/XX/XXXX. Your company did not request the partial claim until XX/XX/XXXX. I can only assume that was the reason it was not approved. My request is that someone within Mr. Cooper take the time to investigate this issue and provide me with a path forward to fix this issue that Mr. Cooper has caused. I feel that I have been lied to multiple times by your company and misled to the point where a partial claim is no longer available. This is the fault of Mr. Cooper and I would like your company to make it right. I want to keep my current loan and terms because I did EVERYTHING your company asked. It's impossible to not notice that everytime Mr. Cooper stalled on processing these requests, it worked to the benefit on Mr. Cooper as I was only offered a loan modification that took my XXXX year VA fixed to a XXXX year loan at a higher interest rate. The payments made above were never applied to the numbers used by Mr. Cooper to reduce the amount to the below XXXX XXXX and XXXX month threshold per Mr. Cooper 's response to the VA ( attached for your reference ). Since Mr. Cooper failed to follow through on their end, I know that a partial claim is not possible at this time. Working with my VA XXXX, I am aware of a couple other options that Mr. Cooper can agree to that will allow me to keep my current mortgage terms. XXXX being a VA XXXX XXXX XXXX. Please let us know what I need to do to make this happen. At this point I feel that Mr. Cooper has been unreasonably hard to deal with and has lied to me on multiple occasions leading to this issue I find myself in. I have been in contact with the Consumer Financial Protection Bureau and they highly encouraged me to file a formal complaint and referenced articles to Mr. Cooper 's past misconduct. I am also well aware that I can request a Congressional Inquiry to investigate the actions of Mr. Cooper 's wrongdoing in this matter. I fully intend to do BOTH depending on Mr. Cooper 's response going forward. Please note that my VA Mortgage rep is also on this email and has been working with me to help navigate all the possible options and spoken with XXXX of your reps. Feel free to reply all with any return communication as he will be involved in all further discussion with your company.
Company Response:
State: TX
Zip: 76028
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A