Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar performed on the XX/XX/XXXX an escrow analysis, their analysis was wrong done, it assumed on the XX/XX/XXXX that the escrow balance was at {$1600.00} but that was clearly incorrect, as of the uploaded document will show, there was a payment made on the XX/XX/XXXX with {$1200.00} paid to escrow, making the escrow total at {$2800.00} and not as their XX/XX/XXXX escrow analysis shows. Based on their intentional or not miscalculation it now puts our account on shortage status of {$820.00}. Nationstar new analysis has a minimum of {$2400.00} requirement for XXXX, wrongly calculated, when the escrow balance at the time of the analysis was {$2800.00}, and in that scenario a cheque of {$440.00} would have been sent out instead. We believe that this was intentionally not analyzed per well defined rules that regulates loans with escrows so that a cheque would have to have been sent out. Provided statements of payments shows a XX/XX/XXXX escrow payment that was left out of the latest analysis and the XX/XX/XXXX mortgage statement correctly shows escrow an amount of {$2800.00} as of XX/XX/XXXX when the supposedly analysis was done.
Company Response:
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: starting XXXX and ending in XX/XX/2022 I supplied the same exact financial and personal information to the Pennsylvania Homeowner Assistance Fund which was giving to mr Cooper in XX/XX/2022 for modification assistance. XX/XX/2022 mr Cooper response to my cfpb complaint ( promptly closed ) was the information supplied was inaccurate or incomplete documentation ( which was a lie ) because I supplied a affidavit, government application for assistance, copy of death certificate, XXXX months of bank statements, XXXX years of income tax returns, hardship letter, pay stubs, copy of driver license, social security card so the PHAF was more involved yet they NEVER LOST ANY DOCUMENTS!! this entire time ive a been incurring malicious accelerated rents and interest which was paid by the PHFA grant and now I still have no remedy from the hardship I've received at the hands of this predatory company with its sloppy paper handling and mishandling of deadlines and out right LIES. The accelerated rents are malicious because had my paperwork not been lost like I stated OVER AND OVER AGAIN in NUMEROUS other cfpb complaints I wouldn't wouldn't have needed a grant I would have complied with mr coopers modification requirements my bill was XXXX a month .... now my bill is like XXXX are you insane!!! you are CROOKS
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: in XX/XX/20 during pandemic my mortgage loan fell behind and I was given forbearance plan. My husband and were both on unemployment income and were not able to pay the mortgage, once we returned to work, I asked Mr. Cooper who was my lender at the time, for a loan modification, and was denied, then I asked for repayment plan and during this time, the loan transferred to Rightpath Servicing, the clock started over and they reviewed my account for loan modification and was denied again, their reason was that the monthly payment would be higher than it is, I kept saying I can afford higher payments, but I was still denied, then I have saved up {$70000.00} towards the past due amount and offered that but again, was denied. I am turning to you for help, I have {$70000.00}, my past due amount is {$130000.00} and I have asked for a XXXX month payment plan for the remaining balance, I was denied, they said either all the past due or they will foreclose. I have a XXXX son and I am XXXX XXXX survivor and are unable to move in this bad economy. Please help me save my home.
Company Response:
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2022-12-19
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: Filed complaint with CFB regarding XXXX XXXX XXXX decision ( XXXX complaint ) XXXX. Also complained that my pay for performance incentive which was received in XXXX of XXXX ( was not to be received per guidelines until XX/XX/2021 ( XXXX year of after trial period payments, that would be XXXX plus one month ). Per guidelines attached I should have received notice of my incentives no later than 30 days prior to the anniversary date ( pay for performance letter to sign ). Also to receive form XXXX, XXXX XXXX XXXX to sign. I did not receive such letter outlining my incentives which among the XXXX reduction of principal would also give the option to re-cast the mortgage at the lower principal balance. The original complaint was addressed XXXX but just went on to explain the form XXXX was already signed at the original modification. It did not address my request for pay for performance letter nor the recast of principal balance after XXXX was applied. Nor did it address why I was paid so early in advance out of guidelines. I can only assume that since the servicer also receives XXXX that they processed early. I had received a call from XXXX XXXX at Mr. Cooper, Home Solutions Department. i expressed my concerns. She stated if I wanted to recast, I had to request, they did not have to give me the option. Not within guidelines. I explained guidelines to her and stated I wanted the reduction of principal balance applied going back to the date I should have had the option to receive. She inquired with her company and stated no they would not do retroactive. I received the recast agreement XXXX, please see attached. There would be no way that it could be signed off of as my notes on agreement will attest. I emailed XXXX XXXX did not attach a copy but have ) and expressed my concerns. I then received a letterform XXXX XXXX ( attached ) explaining my concerns in written detail. No one in their right mind would have agreed to the terms the way the note was written as you can see. I understand now and have written documentation to feel more comfortable, however there are 2 outstanding issues. # XXXX. I have tried to research servicing guidelines and can not find my answer. The loan would be recast but not over a 40 year term but the remaining term I have left approximately 33 years. This would only save me about XXXX dollars a month vs XXXX per month re-amoritized under 40 years. I need to see clarification of the official guidelines from Mr. Cooper to make sure this is being calculated correctly. # XXXX. If I accept the recast, i am once again requesting that this be retroactive to the date I should have been given the option, this is per Federal guidelines that was not done.
Company Response:
State: NJ
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: 2022-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper failed to pay my insurance premium through escrow which caused my policy to be canceled in XX/XX/2022. This caused my insurance company to issue a new policy which is substantially higher than my previous policy. Mr. Cooper refuses to cover the difference although they admit to their mistake. Additionally, Mr. Cooper increased my mortgage payment nearly {$200.00}. I am also pursuing legal counsel with this issue.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Creditor Name NATIONSTAR/MR COOPER Account number : XXXX I recently received a copy of my consumer report, and I noticed some late payments posted on my accounts. By law, pertaining to the CARES ACT, accommodations were made to my account and ive been current since, and late payments should have not been reported and is a clear violation to my rights as a CONSUMER. I have never missed a payment in the month of XX/XX/XXXX or any months AFTER. I have been affected by XXXX XXXX Please update the month of XX/XX/XXXX. PLEASE UPDATE to either ON TIME, NO DATA/DATA UNAVAILABLE, or DELETE ACCOUNT altogether : The following supporting documents are enclosed for your review : 5. CARES ACT 6. 15 USC 1666 ( BILLING ERROR ) 7. 15 USC 1681 C-1 8. 15 USC 1681 C-2
Company Response:
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My issues started when my mortgage company was Mr cooper and I signed up for their covid forbearance program for the 3 months XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I returned to work and called Mr Cooper multiple times, each time I was told that they were working on the resolution of my program and it would be fixed within 30 days. It was never fixed. I made each and every payment after my three month forbearance on time and sent extra each month. I was told my payments would return to normal and the three months I did not make a payment would be attached to the end of my loan extending it. I started to get demand letters from Mr Cooper XX/XX/XXXX, I also received a deferral agreement for the past due amount dated for the same date. They reported me to the credit beaure twice. I spoke with a representative each time I received a letter. They transferred my mortgage to Right path XX/XX/XXXX without this issue being resolved and had to start all over with them explaining I have never been late on payments that I did the forbearance program. I couldn't get through to a person because the automated phone said I wasn't a customer. I emailed them on XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I spoke to a representative named XXXX and another XXXX in Florida on XXXX. Without a resolution. On XXXX I received a letter from Mr Cooper stating their demand letters were in error. They made a modification of my payments and lowered them to XXXX for the last three months. I explained to the representative that I did not need or want my payments lowered that I have not been late on a payment yet and send extra. She said I had no choice If I wanted this issue fixed so I agreed. When I look it says modifications of payments is complete and they will have sent me documents in ten days this has been almost three weeks and I have not received documents and my account on the web site says I am still behind in payments. Plus there are unapplied funds every month that I don't understand ranging from XXXX to XXXX. When they transferred my mortgage from Mr Cooper to Right path all my online communications were gone. I'm not sure what to do with this mortgage company but feel I need someone to help me resolve this issue because the right hand does not know what the left is doing in their company and they are now effecting my credit.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: We mailed out our mortgage payment in the pre-addressed envelope that Mr. Cooper provided like we always do. We get a notice saying that we are late. We looked and the check had not cleared so we sent another one. My wife called them and they took off the late fee and said there would be nothing reported to our credit report. XXXX days later we get the original check back returned to sender. We thought the problem was handled so we threw it away. They are now saying they aren't going to fix it and our score went down XXXX points. We have never been late not once. Any help would be greatly appreciated as I XXXX XXXX XXXX XXXX and this is causing damages to the point legal action will be taken if not resolved. Any help would be greatly appreciated. I will wait to hear the outcome of this before filling every possible complaint I can on this. Thanks
Company Response:
State: AL
Zip: 363XX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr cooper has a partial payment option and additional payment options. I use the partial payment option every month. I am usually paid ahead a XXXX or XXXX. Website says partial payments will not be added until a full payment is reached. Well my funds are always applied as additional principal by mr cooper. As i stated there is a different option for that. I call every month and ask them to correct this and to reapply my funds to the payment. This past XXXX was no different. I called XXXX and chatted and see they reversed my payment back to additional principal and I was not credited for my payemnt due XX/XX/XXXX. I made enough payments by mid XXXX. Well On XX/XX/16 because of misapplied funds and a website and customer service that do not function correctly. I was hit with a late fee for a payment that I made a XXXX ago and also asked to have it correct on multiple times. Please have this institution correct this payment error not just this XXXX time but whatever makes them apply my funds differently than i request.
Company Response:
State: NY
Zip: 10704
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper took over as loan servicer for my mortgage beginning XXXX of 2022. Since then, they have been fraudulently withdrawing money from my checking account through XXXX transfers. I have never authorized any XXXX transfers to Mr. Cooper. They said they " transferred '' the XXXX I had established with the previous loan servicer but charged me a different amount. On XXXX they withdrew {$1500.00} from my checking account and applied it to the mortgage payment. They also withdrew an additional {$620.00} and applied it as additional principal. I never authorized this amount, with Mr. Cooper or with my previous loan servicer. On XX/XX/XXXX they made an additional XXXX transfer from my checking account in the amount of {$2100.00}. {$530.00} of that payment was applied to interest which did not accrue on the account as it was just paid in full 10 days prior.The rest was applied to escrow and principal. When I received notice of the XXXX withdraw, I contacted Mr. Cooper through their online chat. I informed them of the XXXX transfer, that I never authorized this, that my account was already paid in full, and the payment needed to be cancelled. They refused and told me I need to wait for the payment to clear my account and then request a refund through the supervisor. I did this today, XX/XX/XXXX, was told I needed to submit proof of the payment clearing my account and I sent proof of that transaction from my bank account statement. I was then told that was insufficient and that they needed to see my account balance to show it isn't negative. Mr cooper has no right to demand I share my private financial data with them before returning funds they stole from me.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A