Date Received: 2023-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having an issue removing the Principal and Mortgage Insurance with my loan servicer, Mr. Cooper. In XXXX of XXXX, I believe it was around the XXXX, I initially reached out to Mr. Cooper about having my home reappraised for a fee to remove the PMI from my loan. I have made substantial improvements since my initial purchase in XXXX and during that time I reviewed my options for removing the PMI with Mr. Cooper 's representatives. During my initial call in XXXX, I detailed the improvements made to my Property. The representative took down that information to provide to the appraisal company. I was told I would hear from a Real estate Appraisal company in approx 30 days to schedule the appraisal. I never heard back. I called into Mr. Cooper again at the beginning of XXXX to check on the status of said appraisal. I was told that they were waiting for the dollar value of the improvements made so that the appraisal company could contact me. I questioned the rep why no one had reached out to me if they needed more information or why the original rep had not requested it when I first called.. They could not provide an answer. I provided the detailed information to the Rep and requested that they expedite my request. They advised that they would do their best. Approx 30 days later on XX/XX/XXXX, I received a letter that my request was canceled, I called and asked what was wrong and they said they reached out once and I didn't answer their call. First, I had never received a call from an Appraisal company and secondly, they didn't leave a message of any sort. I asked for a supervisor and they said that we had to go back through the process all over again. I unhappily obliged and we enter another request for an appraisal slightly after XX/XX/XXXX. Another 30+ days pass. I call in again on XX/XX/XXXX and am told the same story. They tried calling me once, but couldn't get ahold of me and canceled the request. This time they also tell me they do not have a form on file for the Appraiser to leave a voicemail. I ask for a Supervisor and am forwarded multiple times to XXXX at XXXX. She assures me that she can get everything in order and have something scheduled in 30 days. I requested that Mr. Cooper cover my appraisal fee as I have paid multiple months ' worth of PMI at $ XXXX v. what would have been expected if they had appropriately scheduled a routine appraisal. XXXX said she did not have the authority to do that. Today is XX/XX/XXXX and I have yet to receive a call or document notifying me that my request has been canceled.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi, we had a loss of income over the summer as we had the XXXX XXXX at our farm and the government XXXX XXXX XXXX followed by putting us on a 150 day quarantine which means 5 months with no income. We explained this to Mr Cooper and they approved a loan modification to get the mortgage current. The trial period was to make 3 monthly payments to satisfy the trial. We did this paying on time for each month. Enclosed is the letter showing we were approved. Following the 3 payments Mr Cooper was to mail us the permanent modification agreement to sign, which they never did. However, while we were waiting for the agreement to arrive : We received many calls from Mr. Cooper many of which there would be nobody on the other end. Saying hello 4 times with no answer before hanging up ... The 2 times that we did get someone on the other end they stated everything was going fine, confirmed we did everything we were suppose to do, assured us the agreement was on its way and they were just checking in with us. ( Odd ) When we completed the trial period with our XX/XX/XXXX payment, the website stated that we completed the trial and that paperwork was coming in 5-15 days. On XX/XX/XXXX we received a call from Mr Cooper and they said that the paperwork was still in process and everything was OK and that we would still receive calls from Mr Cooper as there was no way to stop them as we are behind in our mortgage. On XX/XX/XXXX we received a letter dated XX/XX/XXXX stating that we were denied for the loan mod. ( see attached ), This letter stated : " You were previously offered a permanent Loan Modification. The terms of the Loan Modification Agreement required that you remit all copies of the agreement properly signed and notarized, if required, by all borrowers within the time allowed. Unfortunately, we must withdraw the agreement offered because we did not receive the properly executed copies as required. '' It is important to note they NEVER sent us this agreement to be signed. Last payment made XXXX. No agreement sent to us. XX/XX/XXXX a letter was drafted and mailed from Mr Cooper stating we were denied for not returning an agreement, in a timely manner, they never sent to us or have record at their end it was sent. In fact. When we called Mr. Cooper to find out what was going on, they said their system states we were denied because they made XXXX calls to us on the XXXX and XXXX and we did not answer the phone one of which they said we hung up on. We never hung up on anyone. It is important to note they never left a voice mail and called during working hours when we were at work. We did call back 2 times in XXXX to check in to see how things were going and neither time where we told there was a problem. In fact we were told everything was fine and moving forward. Apparently, the reason they were calling was to get verbal approval of the trial period payment going from {$2800.00} to the mod payment of {$3000.00}. However, this was never brought to our attention until after we received the letter saying we were denied. They never told us they needed a verbal on the changed monthly amount in writing, voice mail, or on our two calls to them in the month of XXXX. So we had no idea this was needed from us. Once it was brought to our attention our answer provided was that that is fine. They have said that they would open an escalation to find out why this was denied so quickly, why a letter of untruths was mailed to us, why no voice mail was left explaining they did in fact need something additional from us and why they never sent the paperwork to us that their letter claims we didnt return. It is very important to note we had until XX/XX/XXXX to make that final trial payment which just ended today. However, we made the payment XXXX, had XXXX phone calls between XXXX and XX/XX/XXXX stating everything was on track and there was nothing further for us to do, yet on XX/XX/XXXX they mailed us a denial letter based on them not receiving paperwork never sent to us and still did not mention what they really needed was a verbal approval of a monthly payment change. The first time this monthy payment change was brought to our attention we immediately agreed to it. We explained to them that we totally would have accepted that amount as our previous payment was {$3400.00}. They are now saying that it takes 5-10 business days to work an escalation and they can not promise that we still will get the loan modification. Their website also states we are not allowed to make any payments. So they have us between a rock and a hard place. These questionable business practices are extremely alarming and upsetting. We just want to keep our house, and we can make the payments, we satisfied the terms of the loan mod, and we just want to get this back on track. Thanks
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MR. COOPER MORTGAGE LENDER UNJUST ENRICHMENT : LATE FEES : My mortgage company Mr. Cooper charges astronomical, random late fees ( mine was {$65.00} ) AND you can not make a mortgage payment unless you pay the fee first. Thus, to Mr. Coopers benefit, you would be charged additional late fees if you dispute one. I was forced to pay and they refuse to reconsider or explain why the chose the figure {$65.00} ; just that they reviewed [ my ] case and determined this the figure they wanted out of me. Furthermore, late fees are compensation for potential damages and I can not get an explanation from Mr Cooper as to what damages causes by a 2-day late payment warrant the high fee ; or why/how they calculate different fees based on a review of the case.
Company Response:
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint in XX/XX/XXXX and it was marked complete. The company did not provide information from XXXX of the notification. Mr Cooper failed to pay my insurance in XXXX. Paid the wrong insurance company despite the notification of change in XXXX and failed to notify me of the rejection of renewal ( there wasn't one ) and return of the payment and it caused a lapse in coverage. They don't want to take responsibility for the mistake at all. I'm paying the price now. Mr Cooper was given the new insurance in XX/XX/XXXX. Where are the letters from XXXX? They haven't provided any to date and I have requested them. Mr Cooper never informed me that they didn't pay my insurance in XXXX of XXXX. In fact they paid the wrong company and never informed me after the payment was sent back in XXXX. Yes XXXX letters were sent out AFTER I contacted Mr Cooper for again sending the payment to a company that i had in XXXX. I contacted Mr Cooper for non-renewal. Mr Cooper caused the lapse in coverage and the insurance premium increase. I am requesting to see the XXXX notices of coverage rejection and renewal notices from XXXX not XXXX. This could have and should have been avoided had they informed me that the insurance wasn't acceptable and wasn't paid or had they given me proper notification after i sent the new insurance company to them. The old insurance notified them in XXXX XXXXXXXXand they notified Mr Cooper via a letter yet the disbursement went out anyway. Mr Cooper claimed they never got the letter so i had the company resend it. Mr Cooper got the returned payment and didn't ask any questions, they hust applied it to escrow or cut a check to me. I made extra payments and because there was no explanation on insurance i thought it was the overpayment they were returning. Mr Cooper isn't taking responsibility there either. Another letter was sent to Mr Cooper ( XXXX ) notifying them that they were no longer the insurance company. Mr Cooper did nothing in XXXX and they have the option to do nothing about the lapse. It's their mistake too. XXXX is gone why am I paying for their mistakes? XXXX is alot for ne to pay for someone else 's mistake and failure. The same company i have now isvthe sane company they were given in XXXX and failed to process it or notify me of any problems. Can I please see letters from XXXX of the non-renewal and returned funds from XXXX and notification to me in XXXX of no coverage. The call log would be nice too because I called them several times in XXXX and they never said anything about the new company being a problem and they still sent a payment to the old company after I notified them of the new company.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get my escrow removed from my mortgage loan through Mr. Cooper for some time now due to the fact that I am 100 % XXXX veteran. So I am homestead tax exempt in Nebraska. So I am paying them more then necessary. I also am having to pay double insurance payment cause they won't send my insurance payment but once a year. So I am paying {$290.00} a month to the escrow and to my insurance company.
Company Response:
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home and financed it through XXXX XXXX in XX/XX/XXXX. At the time, the house was valued at XXXX. XXXX subsequently sold my loan to Mr. Cooper in XXXX or XXXX. In XXXX Mr. Cooper solicited a refinance from me, which I accepted. During this time, my home was valued at over XXXX. During the refinance process, a representative for Mr. Cooper informed me that the mortgage insurance I was currently paying would be taken off my account as I was well over the XXXX XXXX XXXX requirement. I did not confirm the insurance was taken off the account and only realized it was still on when I reviewed my XXXX statement. I reviewed Mr. Cooper 's website and confirmed the 80 % XXXX XXXX was still the threshold to remove PMI. I contacted Mr. Cooper and explained the situation. I was informed that the PMI would not be taken off as the loan is less than XXXX years old, and I did not make any improvements to the home. There are several issues here : 1. The loan for the home is not two years old. It was a refinance from a loan in XXXX that Mr. Cooper purchased from the original lender. When I refinanced, no additional funds were provided to me to increase the loan amount. 2. Mr. Cooper 's website indicates the only requirement is an XXXX of 80 %. The consumer only finds out about this additional requirement once they call the company. This is a deceptive practice. 3. I was told during the refinance process the PMI would be removed. I am requesting the CFPB review the matter for my account and determine the issue 's scope as it applies to other consumers.
Company Response:
State: FL
Zip: 32763
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Nationstar has contacted XXXX XXXX through XXXX XXXX who is a realtor that got the instructions from his friend XXXX ( XXXX XXXX ) plaintiff of Nationstar on the case of foreclosure filed in court. Several contacts via phone have been done as a collector screaming to my mother XXXX XXXX who is a XXXX XXXX with a XXXX XXXX. i found her in crawled up in a ball crying in her room when i return to our property ( XXXX XXXX XXXX XXXX XXXX NM XXXX ). She showed me her cell phone with at least two entries and told me about the phone collection by the bank with their vendor ( s ). One call came on XX/XX/XXXX time stamped XXXX XXXX from phone number XXXX and the other call came from phone number XXXX at XXXX XXXX. XXXX and I, alone and together have submitted a XXXX application three months ago, completed since the bank told us that the XXXX application submitted in XXXX when my mother got ill due to a genetic ( XXXX XXXX XXXX XXXX XXXX ) condition she has that makes her prone to XXXX, triggered by a chemical exposure and lost her job. Posteriorly she got covid in XX/XX/XXXX and the bank filed foreclosure by the attorney XXXX XXXX while my mother was XXXX. We are in the process of loss mitigation options as successors in interest and owners ( closed in XXXX wiht a special warranty deed, in a REC ) and have paid the mortgage since XXXX till XXXX. We dealth with XXXX XXXX finished the paperwork for XXXX however there is not a time frame that the CFPB has given to banks to respond to XXXX request so they keep on postponing the response to our loss mitigation options to keep our home. We also provided the XXXX elements to apply for refinance - no disclosures has been sent to us - two months ago income, identification, property address, and more to them to send us. a refinance response nothing. We then are trying my mom to sell it to me or to my son and get new loan to payoff the loans on the house. Despite all efforts in good faith we were told that there may be NO WAY to refinance the first mortgage because there may be anohter loan that has not been subordinated to the first loan. Since we have not asked for any loans but just paid on the XXXX and XXXX XXXX did NOT make an exception to a unrecorded lien or mention any other second loan we assume happened by someone doing it sometime between XXXX and now and we do not know how much is owed. We just do not kow who and maybe fraudulent and we do not know the social security number they used, but is not either of us social security numbers. The first thing we need is the enclosed attachment. Please let us know what we ask in the letter attached so we can move forward. Please understand this is our home for over 14 years and we live in it Please do not send XXXX XXXX from simply real estate an appraisers to appraise the home without propper permission of the dwellers and the owners and please stop the collection calls and threats until we have access to loss mitigation, being XXXX does not afford us less rights and options. M mother is XXXX speaks XXXX and the bank has sent 53 copies of the foreclosure filing and notice of sale without giving us the opportunity to keep our home under regulation x and z and has dual tracking because they have litigated this in court and the bank is taking so much time that they have not met the deadlines to foreclose and sell the home because the XXXX or other short sale or loss mitigation option is taking soo long. What is the time of response for loss mitigation options under reg x and reg z.? WE want to keep our home we just were told the bank is not going to answer our request of how much is owed and without that, we can not sell or transfer to family or another or do a short sale or modify or assume the loan that is here and we do not know they socia security number the bank used to create the loan in our home becuase when we call they tell us is NOT our social security number. Whose is it?
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was very unfortunately laid off from my job due to XXXX in XX/XX/XXXX and immediately opted into the XXXX forbearance program with XXXX bank ( our mortgage servicer at the time. ) We applied for a variety of loss mitigation options, and in the middle of that process, we got a letter that our loan was sold to Mr. Cooper. I then found out about the XXXX program and applied back in XX/XX/XXXX. When I called to follow up several months after not receiving any updates from XXXX, I was told that there was no movement on my application because it was incomplete without a digital signature. Upon receiving this surprising information, I immediately logged in, attached my digital signature, and submitted my " complete '' application to XXXX XXXX on XX/XX/XXXX. We were assigned to an underwriter with XXXX - XXXX XXXX, and XXXX XXXX, and a loan XXXX XXXX XXXX with XXXX XXXX XXXX I was told by XXXX XXXX that she sent the " I record '' to our mortgage servicer on XX/XX/XXXX and that our account was notated with conditional approval for the program, pending receipt of the " V record '' from Mr. Cooper. It's my understanding that Mr. Cooper is legally required to respond with the " V record '' within XXXX business days upon receipt of the " I record '' from XXXX. I followed up with Mr. Cooper numerous times via calls to the XXXX XXXX department and emails to XXXX, as instructed by a loss mitigation XXXX. I have never received a response from the hardest hit funds emails. I have called to escalate this to a supervisor, and there is never XXXX available and I'm told I'll receive a call back, which I never do. I was told by Mr. Cooper that they have not received any communication from XXXX and that our loan is not coded for XXXX. I get conflicting information from each loss mitigation XXXX every time I call, and my head is spinning. Most recently ( after months of calls to the XXXX XXXX department ), I was told for the first time that I had to authorize our XXXX representatives to speak with Mr. Cooper on my behalf, so I have done that. On XXXX, I asked our underwriter to send the " I record '' again, and she said she did. Mr. Cooper still claims they havent received ANY contact from XXXX and that our loan isnt coded for XXXX at all. Mr. Cooper says they called XXXX on XX/XX/XXXX and have not received any contact back from them. Theres no phone number to get in touch with our underwriter. I email and it often takes weeks to hear back, if I do at all. I have called XXXX and cc 'd her supervisors on recent emails. Ive called both XXXX and Mr. Cooper dozens of times to follow up, and both organizations say they have not received any communication from the other. I have done everything I was instructed to do. At this point, it's apparent there is something seriously wrong and filing a complaint with the CFPB is my only option. We have been approved for the funds, and a technical communication breakdown between these XXXX very large and very powerful organizations is preventing us from receiving the government support we are qualified for and entitled to. It would be an absolute tragedy if the XXXX ran out of funds before we could get this completed, as is happening in other states. We are qualified according to the program requirements, and are already pre-approved, so there is no reason a communication breakdown between these XXXX organizations should prevent us from keeping our home. I am concerned that Mr. Cooper is aware of our home 's loan to value ratio and that they are financially incentivized to block the support from XXXX, as they stand to make a larger profit by foreclosing on our house and reselling it than they do allowing us to stay in our home. XXXX has really set our family back and we desperately need your help to expedite this for us. We would be so grateful for your intervention. I will anxiously await your response in this matter as I am afraid that every day that passes, we are losing our ability to keep our house! And, as stated before, we did everything we were supposed to do to prevent this from happening. Thank you so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX it was brought to my attention by a letter that I received via postal service, dated XX/XX/XXXX that my XXXX had been turned off because my bank ( XXXX XXXX XXXX XXXX ) informed Mr. Cooper that my account had either been frozen or closed. After further investigation into this I realized what happened. In XX/XX/XXXX my mortgage with Nationstar was transferred to Mr. Cooper. Unlike other companies that automatically continue your autopay when the servicer is transfered. Mr. Cooper had me input on their website my bank routing number & bank account again. The last digit in my checking account was omitted. After months of dealing with the XXXX XXXX of Mr. Cooper & trying to resolved this & repair my credit that has been destroyed due to this error. I have gotten no where. Prior to this my credit score was 846, I have never been late on a payment with any accounts that I hold. I have 3 seperate mortgage 's & all are always paid on time. I received a monthly statement from Mr. Cooper that showed my payments as being paid each & every month until XX/XX/XXXX. Therefore, I thought that my payments were being made. I do not balance my personal checking account as I have a corporation & the majority of my bills are paid through it. I review all of my personal bank statements at the end of the year when preparing my personal tax information for my CPA. I met with the manager of XXXX XXXX XXXX XXXX yesterday. She looked into the matter & said that it was another merchant that Mr. Cooper was taking the monthly mortgage payment from until XX/XX/XXXX when that merchant noticed it on their bank statements. Mr Cooper re-payed them in XX/XX/XXXX. Which is when they reported a 60 day late to the credit bureau on me. As soon as this was brought to my attention in XX/XX/XXXX by Mr. Cooper. I brought my account current. Minus all of the late fees & bank fee 's that they charged me. They have also sent me a new XXXX for XXXX as they did not collect the interest from me. But did collect it from another party. They reversed several of the late fees but have not reversed all of them & still say that I owe an additional {$230.00}. But the worst thing is my credit is affected now! XXXX XXXX whom I carry a HELOC with on a property that I own free & clear, has canceled my line of credit because of this. I am a business woman & run a XXXX XXXX along with being a full time XXXX. My credit is important to me & again I will reiterate. I do not make late payments to any accounts. You can see this by looking at my credit reports. The only one you will see is this one. I am asking for your help to resolve this with Mr. Cooper in my favor as I have no proof that this was an error on my part as they say it was. They claim that I entered my account number incorrectly. I find this hard to believe that I entered the account number 2 times in their system incorrectly as I know my account by heart. And, why did they not verify with my bank that it was in fact my account number. This makes me think that you could just guess an account number & put it in their system. Bank accounts should be verified!
Company Response:
State: CA
Zip: 95361
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: They have my social security number wrong. They inputted wrong social security number and will not accept my e mails with documents to correct this.
Company Response:
State: IN
Zip: 46368
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A