Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My previous mortgage company had started a loan modification with me in XXXX 2022, and trial payments were made in XXXX, XXXX, and XXXX. Before my loan modification was finalized, Rightpath XXXX took over my mortgage and I received a letter in XXXX stating that they were going to honor my loan modification. For several months, I tried calling rightpath every two weeks to see where they were at with my loan. I was told several times in XXXX that I had to sign paperwork and to keep checking the mail. Then in XXXX, I was told the same thing and it was added by one of their representatives that some loan transfers take a month or two. In XXXX, I had a HUD certified specialist help me work with rightpath and between XX/XX/XXXX and XX/XX/XXXX, I have made dozens of calls to them, half of those were conference calls with the specialist, and no one could tell us why my loan was going up so much. We finally were able to get my rightpath dedicated loan specialist, which was the first time Ive ever been able to reach her, on XX/XX/XXXX, and it was explained that it was escrow that the previous company didnt include. I requested that the documents be mailed and emailed to me because this was news to us, and I did not sign any documents with rightpath, and we got the amount that I would need to pay to stay 60 days behind. I paid this amount by the end of XXXX. I received a certified letter from rightpath towards the end of XXXX stating that I had until XX/XX/XXXX to pay the entire past due balance from XXXX to XXXX or face foreclosure. I again called rightpath to say that this was not possible because they raised my mortgage by {$600.00}, and couldnt explain why until XXXX. XX/XX/XXXX, we call to ask about spreading the new escrow over more months to help me pay the new amount and we were told that we had to request that by email to their customer relations dept, which I did as well as ccd my advisor on XX/XX/XXXX with no reply. XX/XX/XXXX, we called and asked about the email we sent and if there was any progress, was it received, etc. to which we were told there was no way to change the new mortgage amount and that there was nothing they could do. I was advised by my advisor to send this complaint as well as look into funding and legal resources offered in Washington, which I started immediately. My advisor has said that he has had a lot of clients that are having problems with rightpath and that mine have been by far the worst hes had to deal with. Sketchy answers from at least ten different representatives there and none ever matched, then when I asked what can I do while they figure out my loan transfer in order to make payments and not rack up fees, I was told I couldnt make any payments until this was finalized, and there would be no late fees. Now that they finalized this, which they are claiming has been finalized since XXXX and that I owe the entire past due plus late fees. This has been the worst loan servicing company that I have ever heard of and definitely ever experienced. My interest rate was decent from the previous company and rightpaths dishonesty makes me feel they are trying to force me to refinance or apply for a new loan modification with them. These kinds of shady dealings need stopped.
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband And I had bought our home in XXXX through a VA loan serviced with XXXX. In XXXX of XXXX, we turned in our homestead exemption letter from XXXX XXXX stating that we are XXXX XXXX exempt from property taxes for my husband being XXXX XXXX XXXX from the XXXX. This took out payment from {$840.00} a month to {$590.00} a month. An absolute blessing. This year, in XXXX of XXXX, My loan was bought out by Mr. Cooper Mortgage Company. We received a single letter in XX/XX/XXXX stating there was nothing we needed to do on our end and all will go on as it has. Payments stayed exactly the same as nothing had changed. XXXX XXXX I logged into our mortgage account and saw a red exclamation point stating we were {$1300.00} short in our escrow. Upon further investigation I saw they raised our mortgage from {$590.00} to {$890.00}. I looked into our escrow and saw they reattached property taxes onto our bill. I called, and was told yes, they could see my paperwork, but no- they did not input it. Negligence on their end. I was told to resubmit our paperwork to some emails and it will be fixed in XXXX business days. On XX/XX/XXXX I received an email letter stating that they had in fact contacted XXXX XXXX and confirmed our exemption aswell as everything should be reflecting such. I login and see it is in fact not corrected. I called again, and was told it will take another 5 days to show. So I wait. Once I finally see the property taxes were taken off, my payment was not reflecting such. Another phone call later and I realize my escrow is in fact short from XXXX cutting a check when the exemption was submitted in XXXX, not a big deal- I was on the phone with the tax dept and I verified the exact amount short of {$1300.00} and I paid that amount while on the phone with Mr. Cooper XXXX The payment was still not reflecting this fix, so I had to request they run a new escrow analysis again to reflect the correction. When the escrow analysis was reran, they stuck the property taxes back onto the account. I called, and every single time I would have to speak someone I always got different answers, and every single person was telling me I only had a partial exemption even though this was incorrect. This outraged me. I was told once again by different people to resubmit my paperwork, and I was told multiple times I had to send it to XXXX different emails, so I did. At this point my grace period is running out as I do not want to give them extra money they do not require from me. I only had a few days left in my grace period so I made another phone call on XX/XX/XXXX to check on the status. This person proceeds to tell me I have to wait an entire year for them to fix my mortgage. She claimed they wanted to receive a tax bill showing all XXXX to take off my property taxes. They did not want to accept my exemption letter from XXXX XXXX. I'm almost positive that is illegal as XXXX XXXX tells me the letter they give me should be the only thing needed to remove the taxes off our bill. When I try to correct this woman she continues to tell me she is correct and I am wrong so I hung up. This company has made me feel so defeated. I started sobbing in my living room. She calls me back and I am sobbing on the phone with her, telling her nobody is listening to me, I'm not trying to scam anyone or anything so I do not understand why they are fighting me so much over something we have the privilege of having now, granted it took my husband doing 10 years in service and becoming XXXX to get it. It took me sobbing on the phone for someone to finally listen to me. She then contacted her XXXX, and her XXXX contacted someone in the tax dept and they said give it XXXX hours to be resolved. XXXX hours later, sure enough my property taxes were remitted off the account finally, but my payment was still not reflecting so, as I only had about XXXX more days of grace period left, I called again. So, on XX/XX/XXXX I logged online and did a quick live chat to see if they had a time when it would be ready so I could pay. The guy online proceeds to tell me my new payment will be {$610.00} as I am still short in my escrow another {$300.00}. What? I have no alert on my account stating I am short another {$300.00} as not even XXXX weeks ago I had submitted the shortage of {$1300.00} to my escrow WITH the tax dept on the phone. I had verified the number and everything before sending payment. The online chat guy would not give me a clear answer, so I ended the chat and made the phone call. I sat on the phone with a lady for XXXX minutes as she was calculating everything to try to figure out where this XXXX was coming from. She could see the XXXX, but nothing was indicating WHY it was XXXX short after me paying XXXX. She ends up putting me on hold and when she comes back she proceeds to tell me that Mr.Cooper likes to keep extra money in the escrow as policy. A policy I've never been informed of. As stated above, the only thing I have ever received from Mr. Cooper was the transfer paper telling me not to worry although I had plenty to worry about as they didn't input my paperwork. I have never received any policies or disclosures from this company. Never. This blew my mind as XXXX never took extra money from me, they only took what was needed to pay my taxes and insurance. And I was also upset it took her XXXX minutes to tell me it's just policy. This has been XXXX of the absolute worst companies I've ever had to deal with. I tried to list all the important details, but this does not account for social media messages, online chats, and all of the other phone calls I made to them trying to correct our mortgage. I can not believe this company would not accept our homestead exemption, or the fact that it was given to them form the beginning and they were negligent in putting it into their system correctly. I feel this is negligent and I am also worried they will mysteriously lose my escrow money as others have stated all over the internet. I'm very suspicious of this company, again, nobody would listen to me or take me seriously until I was sobbing on the phone. My account is finally okay, but with this increase from {$590.00} to {$610.00} I am very wary of what they're actually doing. I did research this " policy '' afterwards of being notified, and I am upset I had to learn this way rather than Mr. Cooper sending me informative paperwork. As stated above, when the resolution letter for the taxes was approved on XX/XX/XXXX, that email stated I would receive paperwork about it, which I never did. They will hide everything from you if you do not stay on top of them. This is how they treat veterans.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I discussed with the Mortgage company over the phone way back last week of XX/XX/XXXX, 1st week of XX/XX/XXXX, that I am no longer interested on doing " ASSUMPTION PROCESS '' and his name was XXXX. I did cancel over the phone. And I know the fact and they keep on repeating on me that papers good only within 30 days, since we never open up the topic about " Assumption '' so, for what i've known and repeatedly telling me by them that 30 days will expired. And the mere fact i cancelled over the phone. They should be chain reaction to all their department. They should be updated and systematic. So much inconsistent information. So, to make the story short assumption is " voided ''. Now, since we are delayed for the mortgage payment, we are applying for " Payment Plan '' today XX/XX/XXXX and spoke with XXXX for almost 1 hour discussion because he needs to do the paper works for " Payment Plan '' and told me starting XXXX XXXX will be my first payment, but when he tried to be " approved '' it doesnt allow him, they found it that my " assumption application '' still active. VERY INCONSISTENT INFORMATION, THEIR STAFF NEED LITERALLY TRAIN HOW THEY WILL GIVE CONSISTENT INFORMATION. XXXX trying to help us, but his supervisor doesnt allow him to file the Payment Plan, they're stopping them to approve it due to Pending Assumption Paperworks, and almost 3 months passed by. We dont want to loose our home. We never know if this is only they're " tactic '' or " strategy '' so we can't able to do payment plan. We love our home and they been telling us when you call them " we're here to help you '' and it doesnt make sense, if things are not UPDATED on their system. We need help to make this people from their company to be ORIENTED, so no confusion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i am XXXX XXXX, legally mortgage is still under with me & my father. but i not living to the said address because i just started a new chapter in my life. I am just concerned with my XXXX who literally they owned the house. They suffered from flood to their basement. And my XXXX cancelled the assumption over the phone with XXXX on XXXX. Due to unexpected expenses to their basement. So she is behind with the mortgage. It was only done for construction yesterday XX/XX/22. She applied for Payment Plan today XX/XX/22 but unfortunately. XXXX XXXX found that she has active assumption application. So, she thought everything is on the proper places and i. the same page. And we got a letter from them that theyre willing to help us, why now, they giving her a hard tine to get approved from payment plan. XXXX said to her that 30 days before it will be updated to their system regarding assumption application to be cancelled. and it might be worst, if we still need to wait for 30 days. And we are supposedly got a payment plan but XXXX XXXX doesnt allow him to file on his system. we need help to mske this thing straight and informative
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Mr Cooper last XXXX. The mortgage is in a condo with an HOA. The condo has flood insurance through the HOA which we collectively pay for. Mr Cooper has forced me to buy flood insurance even though I have had phone calls in XXXX, XXXX, XXXX, XXXX AND XXXX explaining the situation. That I already have and pay for flood insurance through my building XXXX. On the phone, we notified them and submitted proof of flood insurance. They have still forced me to pay an ADDITIONAL {$400.00} / MONTH into my escrow account for insurance I already have. After XXXX XXXX of getting no-where with their phone service department, I am submitting this complaint.
Company Response:
State: CO
Zip: 80403
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I'm having a problem with my loan servicer Mr Cooper 's mortgage company formerly known as nationstar mortgage. They have been reporting inaccurate information on my credit report which I have contacted them about and disputed, but they refuse to correct the information reported. For example they're showing my account as being 30 days late when I have not missed a payment, they're also showing my account as being currently in loan modification status when it's not. I would greatly appreciate your help to mediate the solution with my loan servicer.
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, I received a letter of " please provide property insurance information '' from the lender Mr. Cooper XXXX asking me for proof of XXXX insurance. I believe it was wrong, since my XXXX XXXX insurance already contains the property insurance they need. The XXXX insurance is an all inclusive wall in insurance. Every since that, the night mare begins, I submitted their required document multiple times through their portal, by emails and called them multiple times. This wasted me more than XXXX hours in total. Every time, the company told me " wait for XXXX business days '' for update. or " we will call you ''. But there was never a call back or any response. When I asked the customer service multiple times " How can I know you guys have processed, approved or rejected '', they always say " check the website ''. And today I received the final notice saying " you have to buy the insurance, otherwise we will buy it for you ''. The lender failed to respond or communicate with me, and tried to gain benefit trough the whole process. I believe I am not the only victim.
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The mortgage offered Covid relief and did not disclose the balloon payment.and refused to extend me loan modification. I received a modification in 2018 and according to them the investor allows one modification for the duration of the loan. I requested a current mortgage statement but they will not release the current mortgage statement. I explained that current mortgage statements is required by Georgia XXXX XXXX in order to receive aid. Instead they have placed my home in foreclosure using fraudulent assignments that have well known robo signer. I have sent QWRs twice this year and neither have been resolved. Im over XXXX years and they have clearly taken advantage of me by not advising me about the year deferment. Theres no way I would have accepted this if I would have been given the all of the facts. The assignment are definitely conveyed after the cutoff date of the trust that filed with SEC. This loan was also apart of the global wide settlement.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Mr Cooper mortgage company set me up to fail from the beginning. They never sent a welcome letter or statement due in XXXX. I only found out when I called my previous mortgage to pay. They gave me a number to call and when I did, they told me my account was not set up yet and to call back next couple weeks. When I called back, this person told me to call a different number which I did and was told to register my account. When I proceeded to pay, it only allow me to pay XXXX so I called again and was told to just pay that amount and will even out next time but I said that I needed to pay my full amount and was told not to worry about it. XXXX came and again tried to pay but only allowed to pay XXXX and I called company again and was told again not to worry about it that it will even out next month so XXXX came and finally allowed me to pay full amount of XXXX which I did. I thought maybe it takes a couple months to even out so I didn't worry. After my XXXX payment, I found out that I was a late on my payments? but I said why didn't they tell me on my XXXX statement to pay all that was owe, why wait for the XXXX statement to say that I was late. I feel because of this company 's mistake and not taking responsibility for their mishandled of what was due, my credit score is being affected. I was not even given a chance to pay on time in XXXX because I never new they were my new mortgage company. I never received anything from them. Who does that?. Again why is this my fault? Now, my XXXX payment was on time and why is it showing that is was late?. I hope this gets fixed
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55124
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage got transferred to a new company. I went to set up automatic payments and get caught up on my loan payment. I set my XXXX time payment for immediate payment and my auto pay for The next month. I got double charged immediately. They carried my auto pay over without telling me. I told the company to stop or cancel payment while it was pending and they refused. They said I have to submit my account statement for a refund. I can not get that until next month. They charged exactly when my statement was released and would not show the double charge until next month.
Company Response:
State: WV
Zip: 250XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A