Date Received: 2022-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have experienced multiple errors with my escrow account since the mortgage was sold to Mr Cooper. Problem 1 : Mr Cooper paid the incorrect hazard insurance company despite the fact that I informed them that my insurance was changing in advance of Mr Cooper issuing the payment. My notice to Mr Cooper occurred on XX/XX/22, and they confirmed receiving my notice on the same day. Mr Cooper 's payment to the incorrect company occurred on XX/XX/22. The error resulted in {$3500.00} being paid from my escrow account in error, resulting in a negative balance in that account. After this error occurred, Mr Cooper refused to assist in recovering the money from the incorrect company. I spent several weeks, and dozens of hours of my time to correct Mr Coopers error, which to date they have still failed to acknowledge as their error. Problem 2 : Because of the mismanagement outlined in Problem 1 I requested to cancel my escrow account with Mr Cooper. Mr Cooper provided a written letter dated XX/XX/22 stating that they could not cancel me escrow account due to my loan to value ( XXXX ) was less than 80 %, which they defined as the current balance divided by the original loan amount. Since receiving this notice I have taken significant efforts, including selling other assets to bring my XXXX ratio below 80 % using the definition provided in the XX/XX/22 letter. On XX/XX/22 I contacted Mr Cooper via telephone after successfully bringing my XXXX below 80 %. The agent I spoke with stated that XXXX could not be deterred based on the original loan amount and that I must pay Mr Cooper to perform an appraisal to determine my XXXX. This directly contradicts the written letter from XX/XX/22 and reeks of greedy, fraudulent, money grabbing behavior.
Company Response:
State: MS
Zip: 395XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last year around XX/XX/2021 I started a forebearance plan with XXXX, my mortgage company. I had it extended and was on the plan for 12 months. I received letters explaining my options on paying back what was owed. Either lump sum, extra payments toward the amount or add it to the end of my loan. Around the time it ended a different company took over my mortgage, a company called XXXX Mr. Cooper XXXX I started receiving statements with a the balance of my total payments that didn't get paid during the forebearance plan. I was told that this company that took over my loan doesn't offer the forebearance plan and that I don't have those options to pay back the amount owed. So basically I'm behind about {$10000.00} and I'm not sure what I can do to resolve this.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 45750
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowners insurance was due XX/XX/XXXX. On XX/XX/XXXX, I wrote to the mortgage company, XXXX, serviced by " Mr. Cooper, '' when they would pay. I received a note back stating that they would pay from escrow. Today, when double checking, I find that they did not pay and there was a note on my account that my insurance had expired, although they had not only my carrier ( XXXX ) but my insurance policy number in their roster of escrow accounts. I paid the insurance premium myself with a credit card to The XXXX. I called XXXX, and wandered endlessly through their phone system. I was never able to speak with a person, and finally uploaded my policy documents through their website.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home burned down in a wildfire in XXXX of XXXX. Our homeowners insurance paid the claim to XXXX XXXX My mortgage was sold in XX/XX/XXXX. By XXXX XXXX to Mr Cooper, a brand name for nationstar mortgage. XXXX neglected to turn over any documents regarding our insurance money. There is a balance of approximately {$110000.00} dollars. Mr Cooper acknowledged the amount, but will not release the funds based on lack of information from XXXX. So starting from scratch, I with the help of my insurance company and contractor forwarded all the documents necessary to release the funds. This process started XX/XX/XXXX. I have called mr Cooper several times a week since XX/XX/XXXX. Im told that they are waiting for the back office to make a decision. Each week Im told the same thing, its under review and should have a decision in XXXX to XXXX business days. That was about XXXX weeks ago. My home is very close to being finished. I had to borrow from my retirement account to make a partial payment of {$60000.00} dollars. My contractor has asked for a payment of {$91000.00} dollars. This is causing a great hardship for me and the contractor. I dont know what else to do. Hopefully you can help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Called mortgage company for mortgage payoff. Sent payoff in and called customer service to notify me when received. Called everyday Called XX/XX/XXXX, they dont have check account is showing outstanding payment.Went to bank and check had cleared on XX/XX/XXXX. Called customer service put on hold, hung up on and dropped calls. Sent a copy of the cashed check and bank account was stamped on check. Resolution departments at mortgage company cant find check. Loss prevention at mortgage company cant find check. Started receiving letters from mortgage company stating that my account is outstanding! Sent everything to CEO showing they took funds two weeks ago. Two things I would do different one follow the check and verify everything. I did that called everyday found check. You still get the run around, notify the CEO as soon as you get no corporation. Pay the mortgage down to under {$100.00} dollars and then request a payoff. Very Important!
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I purchased the home 4 years ago I put down over 50 % in the first 30 days. I received a letter saying that due to my current equity I no longer will need to pay PMI. I should never have been paying PMI. When I called about the letter they said my loan to value wasn't there, but it is now. This is not true. On my mortgage statements I saw the wording, XXXX XXXX XXXX XXXXXXXX knowing this entire time that it was PMI. The mortgage company has been giving the run around and hung up on me when I called.
Company Response:
State: FL
Zip: 32809
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX Mr. Cooper was put on notice to dispute the amount that's due on the mortgage. My mortgage was purchased from another company XXXX XXXX in XXXX without my knowledge or personal consent. Everything Mr. Cooper sent corresponding to my dispute has been frivolous on their end as well as negligent. Mr. Cooper was also put on notice this past year for their reputation of deceptive practices which I've reported before. XX/XX/XXXX XXXX XXXX sent its agents to my personal domain and took pictures of my domicile without my knowledge or consent. Cease and Desist was sent as well as a summons. I have tried rectifying this matter on several occasions with no solutions. Everything Mr. Cooper send to my domicile is a violation of my rights and they should be held responsible for their tyranny and abuse to its consumers. I've asked for clarity on the terms on business. All is confusing. Mr. Cooper has threatened to foreclose on my domicile with disregard to my position as a consumer.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has taken my XXXX Payment and applied it to Escrow. Then telling me I owe the XXXX payment over again. I previously filed a complaint that the escrow payments made in XXXX were not applied to the escrow balance. The shortage on the XXXX statement was paid in full. The problem actually goes back to XXXX of XXXX. The home was refinanced with the same company in XXXX. The loan is a fixed rate conventional loan. In XXXX there was an excrow shortage of XXXX that was paid on XXXX through the Mr. Cooper Esrow Portal with the help of a CS rep. After the paymet was made he said I was still {$23.00} short so I made a second payment a few moments later so the account would be good. My XX/XX/XXXX statement was still wrong So I called again and spoke to XXXX and made another payment through the Escrow portal XX/XX/XXXX of XXXX. I was assured all was well. My XXXX statement was still off so I called again and made another XXXX payment of XXXX on XXXX. Apparently these payments were not applied to the account. The company does not want to respond. They are upset that I filed a complaint and are now making an example of me. Ive made my mortgage payment on time for the last 18 years from the same bank account to the same servicer. Always paying escrow outside of the monthly payment. When I called a few weeks ago I was told there are still credits on the account that are not applied. Who else can I send this data to that can help??? Mr. Cooper is very threating and miss applying my payments on purpose.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have had my Mortgage with XXXX XXXX for over 74 months on auto pay. never a 30 day late payment. I watch my credit like a hawk. XXXX bought mortgage in XXXX I believe and I received emails that went straight to spam folder ( I found this out after calling in to find out what was going on ) when I called to figure out what was going on I was advised of the buy out and I requested a XXXX XXXX XXXX arrangement, this was in XXXX. I filled out all paperwork and sent it back and there was still something still wrong so it could not get set up, I continued trying to get it worked out. I got a call from them in XXXX asking about payment. I was absolutely surprised because they said i was 30 days late. I paid it on the phone right away and tried to figure out how I was late. In XXXX it hit my credit. drop my score XXXX overnight with zero explanation. It took me 4 phone calls to finally get someone to tell me it was XXXX, not XXXX like the other 3 told me. Anyways after much confusion and long phone calls I figured it out and it was a miscommunication on XXXX 's part and on my part for not digging into the junk emails I suppose. I have worked very hard on my credit. I spoke and emailed Mr. Cooper about maybe showing me some grace with this situation ... Got a FLAT HARD NO over the phone As they see it I had only been a debtor with them for a few months and now I am late and zero response to the 3 emails I have sent to XXXX. The transfer dates and onboarding grace period were confusing and I felt misled by deceptive and uniformed customer service agents when I called in from the anxiety of having no clear to make the call to resolve my account nor MY anxiety of a negative impact to MY account.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ID
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently made complaint XXXX that has been closed after the company response. They did analyze my escrow and supposedly sent a check for {$440.00} on XX/XX/XXXX. I have not received this check. I have tried multiple times to call Mr. Cooper and have been unable to get through their deplorable computerized phone system to a person after holding for long periods of time. This is not the amount that was taken at closing for taxes plus what has been paid monthly into escrow for TAXES. There is still an amount that shows taxes will be in escrow for {$280.00}. My husband is a XXXX veteran and is tax exempt. This lender has also sent notification that our homeowner 's insurance is inadequate and needs to be raised or payment will go up even more! Insurance was deemed adequate at XX/XX/XXXX closing date by our CHOSEN lender. I am disturbed at the dishonesty of this lender and would like assistance in changing to a more reputable company. This is infuriating that mortgages can be sold and people who pay their bills on time can be harassed by dishonest huge companies attempting to steal from XXXX veterans.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A