Date Received: 2023-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Someone connected or allegedly connected with Mr Cooper. A representative I had spoken with had accessed to my account and taken the money with out permission for their personal use. The amount was supposed to be {$1600.00}, for XXXX payments of {$800.00} to catch up for XXXX months payment. It was during the Covid pandemic and the employee was working from home. The bank notified me that XXXX XXXX dollars was being charged to my account in which I did not have and was very helpful to me. I was told by the bank to notify Mr Cooper about this error. I notified Mr Cooper representative and told them what happened and of course I was speaking to a different representative they apologized and said the error would be corrected. A week later the bank notified me Mr Cooper repeated the same transaction to draft XXXX XXXX dollars out of my account at the point I did not know who I was dealing with.
Company Response:
State: SC
Zip: 29440
Submitted Via: Web
Date Sent: 2023-01-11
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: RightPath Servicing has fraudulently charged me for insurance on my property. I will keep this simple, as RightPath Servicing seems to have difficulty recognizing their responsibility, or more likely, evading answering the simple question, Is Hazard Insurance different from XXXX XXXX? RightPath Servicing repeatedly took the position that my hazard insurance expired and I needed to purchase HAZARD INSURANCE in order to avoid them purchasing HAZARD INSURANCE on my behalf. As RightPath Servicing has stated in their response, they were not responsible for sending a letter dated XX/XX/22, a letter I never received, claiming to have purchased XXXX XXXX on my behalf. I was only made aware of the XXXX XXXX policy when I attempted to make my XXXX mortgage payment on line and noticed I was being charged a {$1000.00} increase per month for this XXXX insurance. I immediately contacted my insurance agent and told them I had been charged for XXXX insurance after being repeatedly told by RightPath Servicing that I needed to purchase hazard insurance. I filed a complaint on XX/XX/22 and RightPath Servicing responded on XX/XX/22 with a thorough description of what it was they were actually requiring, a XXXX insurance policy AND NOT HAZARD INSURANCE. RightPath Servicing expects me to pay for XXXX insurance they purchased after sending me letters, repeatedly, claiming I needed to purchase Hazard Insurance, not XXXX XXXX. My insurance agent could not make sense of XXXX position, from the repeated letters claiming the need for hazard insurance when I already had hazard insurance and sent RightPath Servicing proof of such. The simple question to RightPath Servicing is, where, anywhere, is XXXX insurance described or referred to as hazard insurance?. In fact, I have provided language from the largest insurance providers in the country, stating hazard insurance is not the same as XXXX insurance. How does RightPath Servicing justify charging for insurance that is completely different from what they requested I purchase? This is either extreme negligence or, more likely, fraud.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: Dispute 1 : Nationstar Mortgage XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX, XXXX Tx XXXX, XXXX XXXX. Unauthorized account review, XX/XX/XXXXXXXX. There is an ongoing civil court matter pending with this company. Dispute 2 : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Unauthorized account review ; XX/XX/XXXX, XXXX XXXX XXXX XXXX and XX/XX/XXXXXXXX. This account was charged off and closed XX/XX/XXXX XXXX. Dispute 3 : XXXX XXXX ins. XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX. Unauthorized account review. XXXX XXXX, XXXX Dispute 4 : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX XXXX XXXX XX/XX/XXXX XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SUMMARY : Post-COVID XXXX forbearance mortgage modification ignores FHA recovery options and replaces them with new mortgage at nearly double the rate on existing mortgage. DETAILS : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. When I was XXXX XXXX I continued making mortgage pmts with dwindling savings, through XX/XX/XXXX, but then heard about the XXXX mortgage forbearance. I sought and received a XXXX mortgage forbearance. The forbearance period ended in XX/XX/XXXX. The mortgage company sent me a mortgage mod to get my mortgage back on track. Because I was still without a job I was only able to make XXXX payment. I asked for assistance, submitted an application, and spent the next 7 months sending documents to replace docs they rejected. I received notice of pending foreclosure in XX/XX/XXXX. Around the same time my old employer contacted me with a job offer. When I heard that, I contacted the mortgage company, let them know about the job and ask about the foreclosure. The rep said to submit another assistance application which would put foreclosure on hold. I did that, submitted the assistance application & the docs requested, but they kept saying there were errors or I didn't send the right docs, so I re-sent the docs, but the same thing, etc. etc. for several months. On XX/XX/XXXX, I also sent an email with the docs explaining that since I was reemployed and was able to resume making payments I was requesting an option I qualified for, XXXX of the XXXX Recovery Loss Mitigation Options announced in XXXX XX/XX/XXXX Letter to Mortgagees. The FHA letter said that for homeowners who could resume making payments ( like me ), XXXX XXXX Recovery Standalone Partial Claim was available to pay all past due payments, fees and other arrearages in order to reinstate the original mortgage so that the homeowner could resume making payments on the original mortgage. I got no response from the mortgage company to that email. Finally on XX/XX/XXXX I received a letter from the mortgage company with a mortgage mod offer. Even though XXXX XX/XX/XXXX XXXX XXXX XXXX states that the Mortgagee MUST evaluate Owner-Occupant Borrowers impacted by XXXX for a XXXX Recovery Standalone Partial Claim, the companys offer ignored XXXX XXXX Recovery Loss Mitigation Options and instead wanted me to accept a modified mortgage ( FHA XXXX Modification and Partial Claim ) creating a new mortgage with a rate nearly double my XXXX percent current mortgage rate. Even though they used a partial claim to reduce the principal balance, the new payment would still be nearly {$500.00} a month higher than my current payment. CONCLUSION : This mortgage company, Mr. Cooper ( aka Nationstar Mortgage ) has a history of abusive practices. I believe they are doing the same thing, ignoring FHAs guidance to consider me for an FHA XXXX recovery option beneficial to me and for which I qualify, in favor of forcing a new current-market-rate mortgage on me and greatly increasing my mortgage payments.
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper would not release the second lien to HUD, and we have still yet to get the release for this... This has been an ongoing battel with them for months now and we have heard nothing ... HUD has not received the loan to be released.
Company Response:
State: MO
Zip: 64014
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage LLC d/b/a Mr. Cooper assumed my mortgage in XXXX of 2022. I spoke with them on the phone at that time because the principle was incorrect. Also at that time I spoke with them about PMI, they also assured me I would not be charged PMI as I had over 22 % equity in the home. They have been charging me PMI for the past year. A sum of {$810.00} has been removed from my escrow account over the past year.
Company Response:
State: NJ
Zip: 08057
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am unfortunately a Mr.Cooper customer as I was bought up by them. I was having issues paying my mortgage due to the status of the economy as of XX/XX/XXXX I had send over XXXX XXXX to get out of foreclosure status and only XXXX owed. Also refused to take payments in XXXX when I wasn't in a foreclosure status I was told by an individual named XXXX that I could do a modification. I applied in XXXX They led me on till XX/XX/XXXX when they said I couldnt as my account was never able to be modified. They offered me a forbearance plan which I quickly declined. My mortgage was raised too much and can not afford XXXXXXXX XXXX XXXX. They said the only thing I can do is apply to the XXXX XXXX XXXX for payment assistance. They refuse to help me thougher and are now sending threats via secure email.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortage with Mr. cooper my loan payment is due on the XXXX of every month I processed my payment on XX/XX/XXXX and received confirmation it was processed however it never came out of my checking account I am in the process of trying to refinance my loan and to my surprise I did not have my payment made I then reprocessed my payment on XX/XX/XXXX during this whole time I have been in contact with Mr. Cooper to find out they have changed something with their computer systems and my payment did not process. I was promised no fees will be charged I was promised I will not be penalized for this issue however I continue to get harassing e-mails telling me I am late and advise reporting me to for being late. Well, the other day my payment for the XXXX of XXXX was rejected as well now I owe 2 payments and I am in tears. I called yet again and again I have been calling every day I kept getting told have patience etc. So this person told me that they can not see my banking information online any longer and I provided my information over the phone. I am currently still waiting for this to post. It has not again I have confirmations I have e-mails etc. But I am being charged a late fee they are reporting me for being late and are sending me nasty e-mails. I am beside myself at this time as all I ever get from them is I am sorry!!!!! Sorry doesn't buy my groceries which I currently can not afford as I have no money as I still owe XXXX payment as I have to wait till payday XXXX to make that one. In the mean time XXXX XXXX can not go on with my refinance due to all this aggravation I am beside myself and well quite broke please help me! I really can not do anything but pay these XXXX payments I am a single person with a XXXX daughter I care for please. I am tired of hearing we are sorry and nothing more and nothing happens
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper took money from our account with out us knowing. We do not do business with them
Company Response:
State: TX
Zip: 75232
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During the pandemic i took advantage of the forbearance due to my husband bring out of work. The forbearance ended XX/XX/2022. I contacted Mr Cooper to discuss next steps, I agreed to have the owed amount placed at the end of the loan. I was told I'd automatically be approved and wait for the paperwork. I received the paperwork but realized it still was in my maiden name and the notary would not allow me to sign. I contacted Mr Cooper on XX/XX/2022 and started the process of changing my name. I sent all documents and was told it could take us to 30 days. I kept following up and in XXXX was told they needed additional information which I sent same day. I finally received the paperwork XX/XX/XXXX and scheduled a notary with Mr Cooper. The notary never showed up so I had the notary done in town and overnighted. I didn't sign both maiden and married name so it was rejected. New paperwork was issued and I had it signed and overnighted. This was at the end of XXXX. I've tried making payments but this whole time was told I couldn't until the paperwork was processed. Finally I spoke with XXXX XXXX who has been following up weekly. She told me she'd escalate the request and also scheduled my 4 months of payments which would make me current. The payments were supposed to be pulled by XX/XX/XXXX. I advised this was not done she stated they switched payment vendors and would make sure it was pulled. As of today no payments have been taken and my modification was rejected again even though XXXX stated there were no issues and she'd escalate to her manager. I'm not in default with no updates besides multiple reps looking into it. I have the funds to cover XXXX through XXXX but Mr Cooper has not taken the payments even though I have the email confirmations and my loan modification still isn't completed. I'm sure I'll be contacting about foreclose proceedings soon and don't know what to do.
Company Response:
State: IN
Zip: 46350
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A