Date Received: 2022-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the start of the pandemic, XX/XX/2020, the mortgage company, Right Path Servicing, decided to pause my monthly payments. Three years later, I have been struggling since the beginning of this year to receive my monthly statements. I did apply for XXXX because of my current situation. I am not able to complete my application because the mortgage company has failed to provide me a monthly statement. I have called, submitted ticket numbers, been transferred to various people, and I have not received a single monthly statement.
Company Response:
State: CA
Zip: 91764
Submitted Via: Web
Date Sent: 2023-01-19
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: MR. COOPER MORTGAGE COMPANY RECEIVED FUNDS FROM INDIANA HAF PROGRAM ON MY BEHALF STARTING IN XX/XX/2022 AND SHOULD HAVE APPLIED 8 TOTAL PAYMENTS TO MY ACCOUNT, THEY HAVE SAT ON THE PAYMENTS PUTTING THEM IN SUSPENSE FUNDS AND NOT APPLYING ALL PAYMENTS TO MY ACCOUNT IN A TIMELY MATTER. NOW MY ACCOUNT AND PAYMENTS APPEAR LATE AND THEY ARE STILL SITTING ON 2-4 PAYMENTS TO MY ACCOUNT. THEY REFUSE TO PROVIDE THE NECESSARY DOCUMENTATION TO THE HAF LENDER PROGRAM STATING THEY RECEIVED THE PAYMENTS. THEY SAT ON ONE PAYMENT FOR 2 MONTHS APPLIED IT XXXX RECEIVED IT XX/XX/XXXX FOR MY XXXX MONTHLY PAYMENT. I HAVE EMAILED, CALLED, TEXT, SENT MESSAGES AND HAVE NOT RECEIVED AN APPROPRIATE RESPONSE FROM THEIR RESEARCH AND RESOLUTION DEPARTMENT. CUSTOMER SERVICE REPRESENTATIVES CAN NOT HELP ME. THEY ARE PROVIDING ME UNNECESSARY STRESS IN THIS MATTER AS I AM ULTIMATELY RESPONSIBLE FOR PAYING FOR THE LOAN I RECEIVED FROM HAF. THEY ARE NOT APPLYING FUNDS ACCORDING TO THEIR AGREEMENT. **FURTHER DETAILED INFORMATION INCLUDING DATES, NAMES, CORRESPONDENCES ALL INCLUDED IN THE ATTACHED DOCUMENT***
Company Response:
State: IN
Zip: 46375
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RightPath Servicing has fraudulently assessed my monthly mortgage payment, claiming my insurance expired, which it did not. RightPath servicing engaged in deliberate deception by first claiming my insurance expired, then claiming I needed to purchase Hazard Insurance, then it was, XXXXXXXX XXXX XXXXXXXX XXXX, then they changed it to, As XXXX XXXX then back to XXXXXXXX XXXX XXXXXXXX XXXX and adding a new term, XXXX XXXX XXXX In a letter dated XX/XX/XXXX RightPath servicing claimed this letter was Final Notice that if I didnt purchase Hazard Insurance they would purchase this insurance on my behalf and assess me for it. My insurance agent could not decipher what RightPath servicing was claiming to be requiring, due to RightPath servicing using five ( 5 ) different references, XXXX XXXX XXXX, Hazard Insurance, XXXX XXXX XXXX XXXX In insurance. These are different terms and mean different things in regards to insurance. Finally, a letter dated XXXX from RightPath servicing, claiming to have purchased an XXXX Insurance policy on my behalf and expecting me to pay for said insurance policy, made it clear, for the first time, they were requiring an XXXX policy, an insurance policy I had never heard of or had been required to carry in the past. RightPath servicing is claiming to have purchased a backdated insurance policy on my behalf and is expecting me to pay for this policy, backdated to XX/XX/XXXX. Once RightPath servicing was no longer being deceptive with their insurance requirement, I immediately purchased what they claimed to have purchased on my behalf, a XXXX policy. RightPath Servicing has a very disturbing history, in regards to fraudulent practices with their mortgage servicing and the guilty findings by numerous government agencies. As you can see here, their fraudulent practice continues. RightPath Servicing is the latest mortgage servicing brand of Nationstar, LLC, a troubled mortgage servicing company. The Nationstar family of companies, including their most recent dba, Mr. Cooper has a long history of consumer violations and government settlements. In total, since XXXX, the Nationstar companies have had to settle with regulators 18 times, with financial settlements totaling over {$150.00} XXXX. Nationstar Mortgage, LLC, the original company, founded in XXXX as XXXX XXXX XXXX, has a very troubled past. Since XXXX, they have been repeatedly investigated by local, state and federal agencies for their mortgage servicing violations. Beginning in XXXX, they were sanctioned by both the Arizona and Kentucky Department of Financial Institutions for consumer violations. That was followed up by sanctions in XXXX in Washington State and in XXXX in Rhode Island. In XXXX Nationstar purchased Seterus , Inc., another mortgage servicer with a litany of problems with regulators. Nationstars troubles didnt end with the Mr. Cooper rebrand. In XXXX, Mr. Cooper settled with the XXXX XXXX for {>= $1,000,000} for violations of consumer protections. Then, in XXXX Mr. Cooper settled with the Maryland Attorney General for {$760000.00}. Finally, in XXXX, Mr. Cooper settled with the CFPB and all of the state Attorney Generals for over {>= $1,000,000} for consumer violations during the pandemic. Most recently, in XXXX, during the pandemic, Nationstar dba Mr. Cooper, agreed to a {$91.00} XXXX settlement for mishandling foreclosures and borrowers payments. The settlement was seen as a warning to mortgage loan servicers against preying on borrowers during the pandemic. The CFPB complaint stated that Nationstar failed to identify requests for loan modifications, and foreclosed on homeowners while they were in a loan modification review. In addition, it was alleged that the improperly increased borrowers payments, misrepresented when homeowners could cancel their mortgage insurance premiums, and failed to forward real estate tax payments from escrow accounts in a timely manner. Given this massive settlement, it is not surprising to learn that Nationstar Mortgage dba Mr. Cooper is now doing business as RightPath Servicing.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have loan with NATIONSTAR MORTGAGE. I have always made my payments on time. For some reason, I realized that there were 30 days late payments on my credit report for the month of XXXX. I have read enough to understand my rights. The 3 Credit Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints. I believe the company is violating Sections 616 & 617 of the FCRA. I believe theyre unwilfully noncomplying with federal law & this issue is creating a ton of emotional physical stress. Id like this matter resolved ASAP as it is impacting my health & wellbeing. Please update or remove the late payment from this account. Below is the account with erroneous information and Id like remedied ASAP. NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received notice from XXXX insurance company that our policy is past due ( XXXX ) Contacted mortgage servicer ( Mr Cooper ) to see when payment was sent. ( XXXX ). Automated telephone system says the payment was made to " XXXX XXXX '' on XXXX for {$3200.00} Mr. Cooper needs to rescind payment to " XXXX XXXX '' and send payment to XXXX XXXX.
Company Response:
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2022-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an email on XX/XX/XXXX, from the financial institution Mr. Cooper saying that my home mortgage was transferred from XXXX XXXX XXXX XXXX to Mr. Cooper and they provided me with a new Mr.Cooper Loan Number and a transfer effective date of XXXX XXXX. I made the online account set up with Mr. Cooper, and was surprised with the monthly payment as it was showing the regular payment of the principal of {$2000.00} plus an additional Escrow amount of {$660.00} totalizing {$2700.00}. As I never had escrow in this mortgage I called Mr. Cooper and talked to an Escrow Account Agent XXXX XXXX XXXX, who informed that the mortgage was transferred from XXXX with Escrow. As I questioned that I never had escrow in this mortgage, she replied that it was because I have not paid the property insurance. I firmly stated that I keep my insurance up to date and had already paid the policy for the period from XX/XX/XXXX to XXXX, then she made a tri way call with Mr. Cooper Insurance specialist. I stated again to Mr. Cooper Insurance Specialist that my insurance was always kept current, and was not aware of any issue with XXXX, that I never received any communication from XXXX regarding lack of insurance for the property. She requested the proof of insurance to me and the contact information of my Insurance Agent. While I gave her over the phone the insurance policy details, my Insurance Agent uploaded in Mr. Cooper system the insurance policies for the last 03 years ( XXXX, XXXX and XXXX ). I confirmed that the carrier informed XXXX about the policy renewal, and due to some internal issue they placed insurance on my loan without notifying me. They did not even bill me for the insurance they placed throughout all the time I was with them. The attached XXXX statements show that right before they sold the servicing to Mr Cooper they must have done an audit and realized they had not been charging me. At that point they billed you the full amount in arrears and placed it as a monthly escrow which appears on the last monthly statement, they then sold the loan and washed their hands from the issue. XXXX could not do that. I have provided my proof of insurance and can prove I had my own paid insurance from the start of the loan. Mr Cooper should have done a proper due diligence analyzing the previous mortgage statements to verify the integrity of the information they received from XXXX. Mr Cooper needs to contact the prior servicer and figure out how to resolve this issue, but either way I shall not be liable. They need to figure it out between them and remove the full amount from my escrow. Since Mr. Cooper is the current servicer its up to them to make it right. I do not agree to have any type of escrow in my mortgage account.
Company Response:
State: TX
Zip: 77056
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My taxes went up $ XXXX, and my insurance $ XXXX. that is {$2800.00} total, or $ XXXX, more or less. MY PAYMENT WENT UP $ XXXX. YOU ARE XXXX. THIS HAPPENED LAST YEAR TOO, I HAD TO COMPLIAN 4 TIMES AND YOU REDUCED MY ESCROW BY $ XXXX AND GAVE ME A REFUND OF {$3200.00}. YOU ARE XXXX NOW FOR A SECOND TIME. FIX IT.
Company Response:
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Case Number XXXX I have had an issue with Mr. Cooper since early XX/XX/XXXX regarding its improper assessment of penalties and interest imposed by XXXX XXXX for late/missing payment of property taxes. Rather than go into a great amount of detail in the body of my complaint, I direct the reader to the attachments to this complaint, including my letter of XXXX! XXXX. In my XX/XX/XXXX letter, I attempted to summarize the history of the problem created by Mr. Cooper. The short story is as follows : Mortgage History. XXXX provided our loan when we bought our home in XX/XX/XXXX, and it refinanced our loan in XX/XX/XXXX. From the beginning and throughout the history of this loan, we have made our mortgage payments on time, without exception. As part of the loan, the mortgage servicer impounds monies from each monthly mortgage payment to pay for hazard insurance once per year and XXXX XXXX property taxes in XXXX and XXXX of each year. XXXX was in arrears for late/non-payments. Fast forward to the present. Through a series of mistakes, XXXX on several occasions did not submit our tax payments to the County by the due date or in one case, missed the XX/XX/XXXX property tax payment altogether. Mr. Cooper buys loan. XXXX sold our mortgage to Mr. Cooper on XX/XX/XXXX. Neither Mr. Cooper, XXXX nor I realized on XX/XX/XXXX that XXXX was in arrears to the County of XXXX, for unpaid taxes and resulting penalties and interest. The interest was accruing on a monthly basis. Mr. Cooper charges us penalties and interest. By early XX/XX/XXXX, Mr. Cooper determined the above problem with our account and made a payment in the amount of {$1600.00} to bring our property tax account to a current status. Of that amount {$970.00} was for penalties and interest and the balance applied against back taxes. Rather than look to XXXX to rectify the situation surely a more tortuous path for resolution, Mr. Cooper simply charged our escrow account for the entire amount of {$1600.00}. XXXX is responsible for penalties and interest. I agree that we are responsible for any unpaid taxes and those payments should be levied against our escrow account. However, we are not responsible for the {$970.00} to pay the County for penalties and interest due to late payments. The latter amount was the responsibility of loanDepot due to its above-mentioned mistakes. Mr. Cooper should have caught this situation when it was doing its due diligence prior to buying our loan. Mr. Cooper should have looked to loanDepot to make it whole and not the mortgagee, Mr. Cooper knew it was charging us the penalties and interest. This is not a case where Mr. Cooper thought all of the {$1600.00} was to pay for back property taxes. In a XX/XX/XXXX conference call including Mr. Cooper, XXXX XXXX and me, the County representative explained the three components of the {$1600.00}. In its letter of XX/XX/XXXX, Mr. Cooper even admits that some of its payment in early XXXX was for penalties and interest. See the second page, third paragraph of its XX/XX/XXXX letter. Mr. Cooper has our money and refuses to pay. Mr. Cooper may have thought we would not notice the improper charges against our escrow account and/or that we would not have the intelligence to determine Mr. Coopers sleight of hand.
Company Response:
State: HI
Zip: 96753
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Greetings, It has been a couple of months since we started to get an explanation and straightforward answer to my question. However, we are still waiting for a response to that effect. We have attached the tax document we obtained from XXXX XXXX office and the first page of the closing Document to give you an idea of why we were requesting an explanation of how my monthly payment increased from {$1800.00} to {$2500.00} with a monthly increase difference of {$690.00}, which make XXXX 12 months. We also need help understanding that the escrow shortage you have reported amounts to {$5200.00}, which we didn't accept your explanation for, is {$5200.00}, which leaves a {$3000.00} with no description. This differs from the original payment agreement we signed when we closed the house. We understand taxes and insurance amounts change, but this change needs to be clarified. Since you took the payment before we agreed and understood, we have deactivated the autopayment I set up. From here on, We will only send the original settlement of {$1800.00} until we settle the issue. Please send us the address where we can send the following payment before it is due. XXXX XXXXXXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper started servicing loan XX/XX/2022. They have added {$260.00} as a charge for escrow analysis ( done by them of course ) in case of deficiency. they have doubled the amount of escrow without our consent or prior notification.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A