Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ( 1 ) I have had online paperless billing with my conventional mortgage serviced by Nationstar Mortgage XXXX d/b/a/ Mr. Cooper. They had been generating an online statement by the XXXX of previous months. It is now XX/XX/XXXX and there is no statement available on their website. When I tried chatting on the app, the computer said no representatives were available. When I phoned just now, the telephone representative claimed their computers were inoperative and told me no account help was available. She told me to call back tomorrow. ( 2 ) I requested last month that Mr. Cooper eliminate and close my escrow account. This year 's insurance and tax bills have both already been paid from that escrow account. I can not view any escrow history anymore, and have NOT received a refund for the remaining payments to the escrow account that resulted in a leftover excess balance. Looking in their website, it is as if I never even had an escrow account.
Company Response:
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Opened XXXX XX/XX/XXXX I still do not have a resolution from Mr Cooper. I am victim of the XXXX XXXX. My home is under construction. My builder invoices on a monthly basis, per his contract. Mr Cooper will only disburse funds 'quarterly. ' I am unable to pay my builder as I do not have this kind of cash/savings. On XX/XX/XXXX, I requested that Mr Cooper make an exception to accommodate my builder 's contract. I am requesting that the answer be provided by end of week, week ending XX/XX/XXXX. I have phoned the company XXXX times, and each time I am given a different deadline. Today I was told it would be 15 days from XX/XX/XXXX, while on XX/XX/XXXX I was told it would be XXXX days. The impact of not receiving these funds in a timely manner is that I am unable to move forward in the rebuild and refurnish of my new home. Please assist in not only getting me the answer but in getting the disbursements released on a monthly basis until completion of the build. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my loan in XXXX. XXXX Mr. Cooper stated the title company shorted them on the payoff. They said for this reason they returned the wire funds back to the title company. I had a call with the title company and Mr Cooper on XX/XX/XXXX and we stated we could send them the difference for the shortage. They said no and that they had already returned the wire. To date the title company has not received the wire back. Every day they receive a call and say the same they will have to escalate and that there is a XXXXXXXX XXXX turn around. This have been going on for XXXX XXXX They continue to draw interest on the funds and this is also impacting my XXXX XXXX, even though I have the proof of closing on my loan. They have not even provided the ID number for the wire so it can be traced. I am tired of their excuses. Additional call log from XXXX XXXX XXXX wire was sent on XX/XX/XXXX to pay off loan. Taxes and XXXX were disbursed, leaving the payoff short {$10000.00}. XXXX has funds since XXXX to send to Mr. Cooper but they advised wire was sent back already so shortage could not be sent in. Mr. Cooper states wire was returned on XX/XX/XXXX but no record in our bank shows this wire coming back. XXXX to XXXX to look into issue-was advised no info could be provided an ETA of XXXX XXXX to look XXXX where the initial wire of {$290000.00} was as we have not received back yet. XXXX back and was advise answer could not be given-no XXXX provided- another client escalation put XXXX for XXXX of XXXX XXXX to provide XXXX XXXXXXXX number to locate wire XXXX called back, spoke to XXXX, could not provide another as it XXXX take XXXX XXXX XXXX they advised. XXXX to XXXX at Mr. Cooper XXXX what the XXXX is. No update, they escalated to XXXX who was supposed to call us back, no call back. XXXX another client escalation would need to be put in to locate federal reference number from bank to locate wire.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Original loan was secured through XXXX and was sold to Mr Cooper loan servicer immediately. My husband is a XXXX XXXX and qualifies for property tax exemption in our state. Appropriate documentation was sent to loan servicer as soon as it was received in XXXX. Contact with Mr. Cooper was made in XXXX and I was advised that the document was received and to allow 21 days for disbursement of funds in escrow account and adjustment to payment to be made. I made contact again in XXXX before the XX/XX/XXXX payment would be due ( after at least 21 days ). I was told that the paperwork was processed but just the day before I had called and no adjustment would be made for XXXX 's payment of {$3000.00} which should be {$230.00} less than that monthly. I called again today XX/XX/22 at XXXX EST and was told their system was down and that I had to call back later. This was after holding for XXXX minutes and manipulating their deplorable computerized phone system. I requested a call back and was told they were not able to do that. When I asked to speak to a XXXX, the XXXX stated that I had " rejected a call back offer '' and then proceeded to tell me they could not call me back. This is just XXXX. I disconnected the call because unfortunately, I will have to call back. If the situation were reversed and I owed money to them, they would positively be more proactive. XXXX initially told us the exemption is done often and would be a simple and fast process to adjust our payment. I am adjusting the amount we pay, to what we actually owe monthly {$2700.00}. We need action taken by Mr. Cooper to reflect the status that my husband earned and if XXXX intends to service XXXX, they should cease any business with Mr. Cooper.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get Nationstar Mortgage to return insurance claim proceeds for 7 weeks, and they keep delaying and abusively putting me off. I have repeatedly called and requested a status, and am told it is in review and that they will get back to me in 5 business days. After getting this same answer several times I have requested to talk to a supervisor, and the customer service representative said they would have a supervisor call me back in 48 hours. I have not received any of those promised callbacks. The company is currently holding {$99000.00} of my funds that I received from XXXX XXXX XXXX as the result of a lawsuit settlement. They received these funds on XX/XX/XXXX. I had already passed my " final inspection '' by Nationstar Mortgage on XX/XX/XXXX that qualified me for release of all funds. There is no reason for them to be holding my funds but they refuse to release them. Twice they requested additional information : 1. On XX/XX/XXXX they requested an updated Adjuster 's Worksheet. I explained that they already had it, but to avoid any delay, I went ahead and resubmitted the document to them. They received the document on XX/XX/XXXX. 2. After much back-and-forth, they then said I needed to submit a copy of the legal documents from the lawsuit. They had no reason to ask for these documents and had no right to them since I had already passed " final inspection '' but I sent the documents anyway. They received these documents on XX/XX/XXXX.
Company Response:
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two ( 2 ) emails sent to Mr. Cooper Mortgage management and Customer Service~~ Please consider this email to both of you as a formal complaint regarding the terrible service we have been receiving in trying to find out what your company did with our XX/XX/XXXX mortgage payment. As detailed below, it was mailed in XXXX from a South Carolina post office and has not been credited to our account and never cleared our bank. A chat conversation ( ticket ) was initiated on the morning of XX/XX/XXXX ( with " XXXX '' ) and we were advised there there was a piece of mail which had come into your office with our return address on ( do not know how this was determined ) and that it was most likely the payment which would be processed. That was not true, of course, so on Tuesday, XX/XX/XXXX Customer Service was called ( and the computer generated voice actually told us that our mortgage was serviced by XXXX!! -- see comment below ). We did get through your horribly annoying telephone 'tree ' and speak with a woman in Customer Service who advised us to send the email below. She dictated the wording to us, we sent it and were told by her that we would hear back within 3 business days. That, of course, did not happen. On Friday, XXXX XXXX we called and spoke with 'XXXX ' in Customer Service . He said that he did not see any issue with the application of the prior payments being applied out of order, there was still no record of our December payment and there was no way we were told we would hear back from " Research '' regarding this check is within 3 days. So at least 2 of your staff are not telling us the truth. 1. There was a piece of mail from us on XX/XX/XXXX XXXX. Write this email and the " Research '' department would be back in touch in 3 business days with an answer Back payments were not being correctly applied. ** ( This statement alone is a red flag and makes us believe that there has been an on-going screw up with the way our checks are being processed to our account. ) ** 3. All payments are being correctly applied and no way the " Research '' department would be back to us in 3 business days Which ones are the lies? We would appreciate some intervention from upper management on this issue. We greatly value our credit scores and ratings and do not want any problems to result due to the incompetency of staff at your Company. The payment is nearly XXXX XXXX so just sending an additional one is not so easy. Our bank charges {$31.00} for a stop payment and we were told by XXXX that Mr Cooper would not reimburse us for that charge if it came to that. Telephone number to contact us is XXXX XXXX. Please resolve this for us. XXXX -- -- -Original Message -- -- - From : XXXX To : XXXX XXXX Sent : Tue, XX/XX/XXXX XXXX XXXX Subject : Missing Payment for Loan # It appears that all of my payments are being applied 2 months out and I mailed the XX/XX/XXXX payment on XX/XX/XXXX *Check XXXX XXXX which has not yet been applied to my account. We are still showing that our XX/XX/XXXX payment is due. The check has not been cashed, per my bank. My Phone # is XXXX Also, as an odd aside to what might be going on, when I phone your customer service phone numbers I get an automated message that says our loan is being serviced by XXXX and XXXX then am given the phone number for XXXX. I continued on with putting my loan number in and was able to get through to a real person in customer service, but this whole situation is very bizarre.
Company Response:
State: SC
Zip: 29651
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. Due to local revaluation above lender recalculated my escrow payment component, increasing my total payment by {$240.00} to $ XXXX, effective with the payment due XX/XX/XXXX. I don't recall receiving the required notice by email but am not complaining on that basis. ____________ XXXX. Unaware of this, I automatically paid my historic balance a few days early. ( this was improperly applied to Additional Principal ) I received payment reminder calls saying my bill had not been paid. On XXXX I spoke with a phone representative and paid the missing {$240.00} and was told both would be applied to my monthly payment. ____________ XXXX. Despite that payment being taken that day, it was not applied to my bill, and the online account reflected that I still needed to pay another {$240.00}, which I did alongside my regular payment. ____________ XXXX. Due to the errors in Para. 2 and 3, a late fee of {$4.00} was incorrectly applied to my account. ____________ XXXX I paid my XXXX bill a few days early in the updated, full amount, bringing my account more than current over the XXXX months since the monthly payment changed. Despite this, my bill reflected Incorrectly that I still owed over XXXX in past due bills. ____________ XXXX. I spoke with an agent by chat on XX/XX/XXXX. They noted that payments would be applied to principal if made before the " due date '' of the first of the month unless they changed their system. They agreed to change my assignment defaults and recharacterize the old payments to correct the issue. However, that resolution was not processed on all of the payments as discussed ____________ XXXX. As of now, following the second customer service interaction to correctly characterize payments of the past 75 days, my XX/XX/XXXX payment is listed as Additional Principal, my XXXX payment is listed as " unapplied funds ''
Company Response:
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I bought my home in XX/XX/XXXX. Shortly after purchasing my home, I was approved for Pandemic relief. When the relief ended XX/XX/XXXX and it was time to begin paying my mortgage again, I had to sign an agreement to pay the expenses collected during the pandemic relief ( {$11000.00} ) to HUD which would place a lien on my mortgage. I had to resubmit the documents more than once due to the XXXX writing the wrong date. During the time of waiting for new documents and sending them back to Mr. Cooper, I was trying to make a payment on my account online with my linked bank account and I was unable to do so. I called Mr. Cooper and spoke to a representative who informed me that I would not be able to submit the payment on the account until the paperwork was received. I was unaware that it would be held against me that I could not make a payment at that time due to the lock on my account. Once the company received the paperwork and I tried to submit a payment, the payment was unsuccessful. I contacted Mr. Cooper again and the representative took a payment over the phone which I found out later was reversed. When I contacted Mr. Cooper to question why the payments continued to be reversed with adequate funds in my bank account, I was told that my bank may have a block on the account due to the first payment being unsuccessful because it was common. I spoke to the assistant vice president where I bank and he informed me that there were no " blocks '' on my account and the funds were available for payment. He also informed me that when a payment is unsuccessful a mortgage company typically tries to process the payment again and the company did not do so. He stated there there was no reason for the company reporting poorly of me to the credit bureau when there were clearly issues with the payments beyond my control. I made Mr. Cooper aware of this and never got the issue resolved. My credit report still reflects poorly because of this. However, my mortgage is paid off. The mortgage was paid off in XX/XX/XXXX when I sold the home through a real estate agent with an attorney closing the mortgage. Prior to closing, I requested a payoff statement per my attorneys request. Mr. Cooper sent the payoff statement with the amount I owed to them ( XXXX ) + the amount I owed HUD ( {$11000.00} ) combined. My attorney and myself questioned Mr Cooper several times as to why I would pay the amount owed to HUD to them and they told us that it was their policy to receive mortgage # XXXX & XXXX funds and Mr Cooper is responsible for dispersing the funds to HUD ( XXXX ) My attorney stated he had never seen a mortgage in the past like my payoff. He requested the amount be listed in seperate amounts so he could disperse the funds owed to HUD directly to HUD per HUD 's request and Mr Cooper declined stating that if the full amount ( XXXX ) was not received then the loan would not be successfully closed ( paid in full ) and I would continue collecting fees etc. My attorney did as Mr Cooper requested after speaking to an agent with Mr Cooper ( authorization was given for the attorney to discuss the loan on my behalf ) and also holding {$11000.00} in an escrow account for me in case Mr Cooper did not pay the HUD expenses. A document was prepared and signed for agreement on withholding of my funds per attorneys request until the XXXX was satisfied. On XX/XX/XXXX the mortgage reflected " paid ''. On XX/XX/XXXX HUD '' lender paid expenses '' reflected on my account statement paid. On XX/XX/XXXX, I received the release of mortgage document after requesting the document from Mr. Cooper which only showed Mortgage # XXXX ( Mr Cooper ) paid in full ( XXXX ). XX/XX/XXXX, I received a call from my attorneys office asking if I had heard from Mr Cooper because the buyer of my home could not finish title paperwork until the XXXX was resolved. I contacted XXXX XXXX XXXX to be told that the XXXX was not satisfied and that I needed to contact HUD to request a payment paid letter so the XXXX could be released. When I contacted HUD, HUD informed me that they had not received funds and were unsure why. HUD encouraged me to request a tracking number for the funds Mr Cooper claimed to send. I called Mr Cooper and spoke to XXXX XX/XX/XXXX and she could not provide me with a tracking number for the funds. XXXX was " unsure what was going on '' and " would escalate the issue ''. She told me that I would hear back from her the following Monday XXXX. She also gave me her direct extension so I could contact her with any questions. On XXXX I had not heard anything so I tried to call XXXX and left her a voicemail. Another agent contacted me stating that XXXX had a family emergency and she would not be able to tell me much information about the case because XXXX was the only one with access to that since she was the one to escalate the case. I was told XXXX would contact me by XXXX. My attorney also contacted Mr Cooper to find out what was going on the same day and he was told that by the morning of XXXX, the issue would be resolved. On XXXX after no update, I called Mr Cooper and spoke to an agent who pushed my call to the " escalation team '' named XXXX who also was unsure why the funds had not been sent to HUD and stated she would escalate the case to someone in a higher position than herself and said I would hear something in " about 2 business days ''. After reporting the update to my attorney, he requested that I file a complaint. I have also been in contact with a loan officer for advise.
Company Response:
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper is the Mortgage Company that is currently holding XXXX as unapplied funds for my XXXX payment. My XXXX payment is XXXX. They keep on sending me unapplied funds letter with only XXXX of unapplied funds. Problem is they are holding more. I have attempted to call, to speak with my Mortgage agent, but can't get ahold of them and can't leave a voicemail. I have used their chat function, and I have sent an email with no response. They will not apply the funds to the payment for XXXX, but they are just holding the funds and no one will answer my calls or emails or chats with any information or provide me with the correct information. I have paid my XXXX mortgage and they will not apply the payments to my account for no reason that makes sense. I am including payment activity from Mr. Cooper and snap shoots from my bank with the payment information. I am also including the payment screen. The amount due of XXXX is for XXXX, which i have until XX/XX/2022 to make the payment ( as per the loan agreement ). My account isn't past due. I just want my payments to be reflected and not held somewhere indefinitely and for the wrong amount. I just want my payment to be applied to my account.
Company Response:
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Mr. Cooper shortly after closing in XXXX of 2022, we had a house fire on XX/XX/XXXX, the house was deemed 70 % destroyed. XXXX XXXX paid out over {$100.00} to Mr. Cooper for the rebuild. My house is now 75 % complete on the rebuild and Mr. Cooper can not secure a reliable company to do the inspection that they require in order to release the funds to the contractors. I have been calling Mr. Cooper for an entire month and been getting the run around. I've been given several numbers for inspectors and still to date no inspection has been done. I just feel like if Mr. Cooper can not do what they're supposed to which is secure an inspection, they should just release the funds so that me and my family can finally go home. I pay my mortgage on time for a house that I lived in less than 2 weeks and the biggest hold up is my mortgage company. Please help, it breaks my XXXX that me and my family could have been in our house for XXXX and now we won't. Thanks in advance!
Company Response:
State: IL
Zip: 62521
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A