Date Received: 2023-01-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We previously had a home that was mortgaged through Mr. Cooper. Prior to selling the home in XXXX, we had rented the home due to being XXXX XXXX as an XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. Recently we moved to Texas ( XXXX in XXXX XXXX, TX ) and wanted to get pre-approved for a home loan to start looking at houses. We found out that Mr. Cooper reported our mortgage as more then 30 days late on numerous months the previous year despite their being evidence of a payment being made each month. But, if you look at our statement it clearly shows that a payment was made each month. So, how could a payment be 30 days past due if there was a payment made every month? It does not make sense. Also, the home is in both my husband and my name, but the line items show my husband and I as having different months of delinquency? This is clearly wrong and despite having reached out to Mr. Cooper on numerous occasions to correct this error they are impossible to get a hold of. This has significantly altered our ability to be able to get preapproval for our next house here in Texas. This will be our XXXXXXXX XXXX XXXX prior to retiring, so the home we are looking for is our forever home. But due to their incompetence, it would seem we do not know how to manage our bills which is completely not true. We owned that home for 20 years. Please help!
Company Response:
State: TX
Zip: 78006
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper/Nationstar bought our mortgage in early XXXX. Our account has been in escrow since XXXX. Previous lender was XXXX mortgage. We have not been able to get XXXX to take our calls. On XX/XX/XXXX, I went to make my mortgage payment online and learned my payment increased by {$780.00} monthly. Ive called the mortgage company several times and they continue to tell me my taxes have increased. On XX/XX/XXXX I submitted all tax records and a statement from our town indicating that our XXXX school taxes were not paid. This was an error on the mortgage company because again we are in escrow. Mr Cooper refuses to help us and is now destroying our credit. Please help.
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made a payment on XX/XX/XXXX and received an email confirming the payment. This was for the mortgage payment due XX/XX/XXXX. On XX/XX/XXXX, we logged in to make the XXXX payment and saw that there was a past due balance. The payment had been reversed on XX/XX/XXXX. When I contacted Mr Cooper via their online messaging portal, the response I received was that it was reversed due to not being able to find the account number : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed as the account was not able to be located, which resulted in the payment being reversed. '' I submitted a follow up message because we have made a payment with that same bank account before and it's worked fine. In the follow up message, we were told it was due to NSF : " Our records indicate that the last payment received on XX/XX/XXXX, was unable to be processed Insufficient funds, which resulted in the payment being reversed. '' That's also not true. There were sufficient funds. So this morning, XX/XX/XXXX, I called to find out what was going on. We had made a payment on XX/XX/XXXX for the amount that was past due. I made another payment on XX/XX/XXXX for the XXXX payment. I was told that the issue was not due to not being able to find the account number nor due to NSF, but due to an error with Mr Cooper when switching payment processing providers in XX/XX/XXXX. For all three payments, I have received XXXX emails stating 1 ) that the payment was received and that 2 ) the payment was posted. For the reversed XXXX payment, there was no email, mail, nor any notification that the payment had been reversed. There was also no email or other notification from Mr Cooper in general that they had issues processing payments in XXXX as this affected every customer according to the service representative I spoke with. When I asked for an email or statement confirming that my account was up to date and paid, the representative stated that she could not do that. I expressed to her my concern that we hadn't been notified of the reversal or any payment processing issues. Further, I was concerned that the last XXXX payments on XX/XX/XXXX and XXXX showed as received and posted, but did not show as being processed by my bank, even in a Pending status. She assured me that they showed processed on her side but would not give me an email or a statement otherwise. I'm concerned that this could lead to my mortgage going into arrears and potentially being foreclosed upon given this issue and that no payment attempts have been showing with my bank. She did offer to send an email to a response team that may be able to provide me a letter or email stating that my account is in good standing, but that it could take up to XXXX days for that if they can do it at all. My complaint then is that 1 ) we were not notified of a reversal of payment so that we could resubmit, 2 ) that no notification was sent to the customers of Mr Cooper that there were payment issues in XXXX, and 3 ) That I can not get confirmation from them other than their word that my account is up to date.
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In Reference to Complaint XXXX The response provided to me and you the CFPB by my mortgage company RightPath Mortgage is inaccurate at best and at worst just a Flat out Lie being given by them to avoid taking responsibility for their poor actions toward me the consumer. When I complained that they caused me to lose my modification plan with more favorable terms by not making provisions for me to make payments on it on time, they said they have no record of me ever calling in to even try to make a payment on my original Trial Plan. That is completely FALSE. They would never accept or allow me to make a trial payment on the modification given by the prior servicer in spite of my making numerous calls to attempt to make the payment... I was repeatedly told they have no record of the modification and no way in their system to process the payment and told me to just wait until my complete file has been transferred over. This began in XX/XX/2022 when the first payment was due and continued. On XX/XX/2022, I emailed the Modification Assistance department about the problem but NEVER got a response from them at All ... nor did they make the adjustments to give me the ability to start paying. Below is a copy of the email that I sent proving that I contacted them complaining that I was trying to pay but could NOT due to their system 's inability to accept my payment.
Company Response:
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Let me be brutally clear, since this is the 3rd complaint against the same company. The previous resolution letters that were sent ( one of them attached as an example ), has not resolved any of the issues or dealt with the root cause. Starting with the insurance renewal. They mentioned XXXX attempts to obtain insurance renewal information on XX/XX/XXXX & XX/XX/XXXX, stating they were unsuccessful. These statements were false. There were no calls made to the insurance company that was on the escrow or to me. The only reason they sent a letter on XX/XX/XXXX is they did not do their due diligence or checked their own records. They are unorganized an incompetent. Even in the attached escrow statement, there is a line item for the amount of the homeowners insurance. When a screenshot was sent of the escrow screen in their system, they went and paid XXXX XXXX. However, they were told on XX/XX/XXXX, that I would be handling the insurance for this year and they would be advised who the new company was. The clearly did not follow instructions, which was evidence by letters from their Customer Relations Specialist. Due to their actions, more time has been wasted in contacting the previous insurance company, obtaining refunds, then depositing money so more money can be sent to fix their constant errors! I am wasting my time doing their job! In addition to this, in the attached Escrow statements, I found XXXX additional errors that occurred on XX/XX/XXXX, which is around the time they were handling mortgage servicing matters. They made XXXX payments to XXXX XXXX XXXX XXXX in the amount of {$170.00} each for the PMI insurance. The PMI insurance was already up to date at the time of transfer and there should have been only XXXX payment made. There is absolutely no excuse for this and it still has not been corrected! Also attached is a bi-weekly payment agreement they mailed out. According to them, they have no ability to post payments correctly via bill pay and they want to " DO IT THEMSELVES ''. This is an unacceptable excuse for not doing what they are suppose to do! If there is an amount showing that is due, any amount of money sent shall be applied to the amount due! There is absolutely no excuse they can send, write, quote, or dictate that says anything but that. The end of the payment period is on the XXXX of each month. Anything sent after that date, goes to the next month 's payment. That's how anyone who knows how to configure a payment system with these parameters does. The only reason why this agreement even exists, is because their payment system or department does not do what they are suppose to do! PERIOD! This has been going on for over a year with their payment system and they simple have not fixed the root cause of their system. I will not be held responsible for their mess! They either process the payments correctly or they will continue to hear from me. XXXX payment- XXXX XXXX, XXXX payment - Completes the XXXX payment for the month. The remainder goes to additional principle. PERIOD! Finally there is the matter of the PMI insurance itself. There is no direct number to this department and I have wasted more than enough time trying to contact this department to get the insurance removed based on the current value of the home. I do not care to hear about what does not apply in this situation or receive inaccurate numbers as to how much has been paid so far. I know what the current situation is and if you need to send some person to look at what is clearly on any freaking home buying website, then send this people over, get the stupid paperwork sent over and done and get this waste of money off of my account. I will not accept anymore delays.
Company Response:
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear Everyone, Unfortunately, the system won't let me log in, so I can only email you. Complaint id XXXX To put it simply, the {$77000.00} was a line of credit, but my mother did not actually withdraw it from the bank. It never actually went into her account! Instead, money equal to the amount of this line of credit was transferred to XXXX. And this is true. So why should she have to pay off a loan she never received? At most, only money related to the maintenance of the credit line, XXXX. all interest, should have been transferred to XXXX 's account. The {$77000.00} is principal. And separate interest. But the principal was never held by my mother. It never went into her pocket, it never went into her bank account! That sounds like a theft. My mother took out a line of credit with the XXXX XXXX XXXX for {$77000.00}. But the money was never disbursed. Now here 's the problem : XXXX XXXX transferred the same amount of money to XXXX 's account. From my mother 's estate! On XX/XX/XXXX, the XXXX XXXX Department informed me that the {$77000.00} was deposited into Champion Mortgage 's account. But it was never in my mother 's account. So she never actually owed this {$77000.00}, only the interest and insurance costs associated with it. I received your letter. Unfortunately, I can not agree. To me it is irrelevant that the reverse mortgage was closed. My question is this : no one has noticed the important fact that my mother did not receive the {$77000.00} reverse mortgage. The amount of the {$77000.00} reverse mortgage was transferred to Champion Mortgage. How was XXXX able to close this case? Did the accounting firm not realize that when my mother 's case was closed, the income was {$77000.00} more than the expense? Is the credit union trying to make a profit on my dead mother 's money? For the sake of order, I will describe this terrible case one more time. So. My mother had a reverse mortgage debt of {$230000.00} on XX/XX/2017. On XX/XX/2017, she signed a reverse mortgage loan for {$77000.00}, which she was no longer able to use and the {$77000.00} was transferred to Champion Mortgage. Total : {$270000.00} this is how much my mother owed on the reverse mortgage. Total : {$270000.00} that's how much my mother owed the reverse mortgage company. I am asking for your help because someone or someones made a big mistake in this case. Thank you. Best regards, XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Mr. Cooper in XX/XX/XXXX and I received a " Welcome Letter '' that stated my monthly payment would be {$1200.00}. Then starting in XX/XX/XXXX without any explanation they raised my monthly payment to more than {$1300.00} per month. I inquired with the company multiple times via phone and never received a satisfactory answer. On multiple occasions the " customer service '' rep would simply hang up on me as they " did some research '' to figure out what happened. The price increase has occurred on the escrow portion of the bill but they will not explain to me whether its my taxes ( XXXX XXXX XXXX XXXX so not likely ) or the insurance. I have asked to have my account changed to a non-impounded account so that I could pay the insurance and taxes myself but they have denied my request. They send me complicated bills with lots of charges and " unapplied funds '' and now they are saying my monthly payment is now more than {$1400.00}. I have never been so frustrated with a company. Meanwhile, my XXXX mom lives in the home that is affected by this mortgage and she is worried about losing the home because the company CONSTANTLY sends letters saying we are behind the on the mortgage, etc. I really feel like are trying to take advantage of homeowners to extract extra fees. I saw that there was a CFPB judgement against them in XXXX for this exact type of behavior ( Docket Number XXXX ) and I believe they are still doing it. Please help me put an end to this. I'm happy to pay my mortgage in full and on time but I am worn out with their terrible behavior. This is not how it should be in America and I'm looking for your help.
Company Response:
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am disputing how NATIONSTAR/MR 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 NATIONSTAR/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, NATIONSTAR/MR 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 NATIONSTAR/MR 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. 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. This is again, a detriment to me and completely unfair as the consumer who never asked or requested NATIONSTAR/MR 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 Im enclosing here. Im 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: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: mr Cooper said they sent a in XXXX and XXXX letter rrequesting more documents to approve modification. Frustrated with the process of record keeping I applied through a government agency which had tougher guidelines and deadlines and required documents just like mr Cooper I was approved in XXXX during this mr Cooper also They also waited five more months to nickel and dime the government with more process to get more money then send me a bogus bill to pay XXXX by the XXXX I checked my taxes they barley changed I get why my insurance policy would be about XXXX a month the taxes about XXXX dollars so were is this extra taxes and fees coming from when everything has been paid and you XX/XX/2019 I came to you for help cause I couldn't afford it which was XXXX you KNOW I CANT AFFORD XXXX XXXX dollars more yet you take the money and act like you requesting when you knew I was approved cause I sent you correspondence letting you know how spotty your paper work keep is XX/XX/XXXX and all the while you purposely stalled and got more INTEREST!!! WHY DO I HAVE TO PAY ALMOST XXXX more THAT WASNT MY CONTRACT!!! if I needed to get cheaper I never got a call a email nothing .my insurance was never this high so Ill have to contact them but these other fees are Predatory and to not be given a explination Predatory..
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I experienced a hardship due to XXXX shutdown/restrictions. In XXXX of XXXX I requested forbearance from Mr. Cooper which latest a year. My forbearance expired in XX/XX/XXXX and I told Mr. Cooper I wanted to apply for a loan modification. They initially tried to do a flex modification but it was automatically rejected so I did a regular modification. I submitted my application in XX/XX/XXXX and submitted the supporting documents. Mr. Cooper kept requesting additional documents which I kept uploading in my customer portal. In XXXX and XXXX of XXXX they started asking me to update documents I already submitted. One of those documents was my Profit and Loss Statement. There was no due date listed for this document in my customer portal. In the beginning of XXXX I updated my Profit and Loss Statement so I could upload into my portal and found that they had already denied my application. I subsequently found out that there had been a due date which not listed in my portal. I called and complained to Mr. Cooper and they told me that the document was due XX/XX/XXXX ( I had gone in to submit the document the week of XX/XX/XXXX ). They agreed to let me start the application process again. I had to resubmit an application and documents and was told by a Loss Mitigation agent over the phone that my documents were due on XX/XX/XXXX. I proceeded to submit my application and the supporting documents in my portal where it stated that the documents were due by XX/XX/XXXX. Around XX/XX/XXXX I went into my portal to upload the last supporting document and again I found out my application had been denied because I missed the due date for my documents. I was furious that this happened again. I called to complain to the Loss Mitigation Department and was told my one of their representatives that my loan modification had actually been approved. He provide me the amount of my monthly payment and told me that my trial period would begin XX/XX/XXXX. He told me that my portal would be updated with the information and that I would be mailed paperwork to start my trial period. Instead, a few days later I received an envelope taped to my front door stating that my forbearance had ended and they haven't been able to reach me. I was embarrassed that the letter was taped to my front door for all my neighbors to see, in addition, it was a blatant lie. I had been in contact with Mr. Cooper for almost 2 years. Over the course of XXXX I received 3 of these letters taped to my front door. I called Loss mitigation yet again and spoke with a manager who told me that the agent had misspoke about my modification being approved. She basically told me that my payment needed to be reduced by 10 % in order for the modification to be approved. It didn't matter how much income I made they were looking for a lump sum payment. In the meantime, I also applied to The New Jersey XXXX and XXXX XXXX XXXX for homeowners asstance from monies the State received through the Cares Act. I am trying desperately to qualify for monies but have some hurtles I need to overcome. I called Loss Mitigation again the week of XXXX and was told I could apply again for a loan modification and would be receiving an application in the mail. I didn't receive an application in the mail so today ( XX/XX/XXXX ) I checked my customer portal and it said I was denied. I checked the miscellaneous documents section and there was a letter dated XX/XX/XXXX stating that they had all the information for my modification application and it was under review. I did not fill out any application or submit any supporting documents. Mr. Cooper has done nothing but lie and mislead me. They have moved due dates up without my knowledge and taping hand delivered letters to my front door stating they haven't heard from me when in fact I have been staying in contact with them all along the way. This has caused me XXXX XXXX which has added to my hardship.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A