Date Received: 2022-12-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Mr. Cooper bought my loan in XX/XX/2022. I had no say in this. In XX/XX/2022, I missed my first payment ( auto pay sent it to the wrong company- this was my mistake which I took responsibility for ). I've offered the servicer to pay for the late fee from XXXX- they refuse to change their stance throughout this entire ordeal. I did not receive a telephone call, email, or physical mail correspondence from Mr. Cooper to tell I was in arrears from XX/XX/XXXX until XX/XX/XXXX. In that time period, I continued to make regular payments to Mr. Cooper, ( all of which were more than the actual mortgage payment was worth ). In bad faith, they claimed to have placed XXXX calls to me in that time period but was " unsuccessful '' in both reaching the phone number I gave them, but also in leaving a voicemail. They have not emailed me to tell me I was in arrears, nor have they sent physical mail to my address telling me I was ever in arrears. I have confirmed with my telecommunications provider that no such calls were placed to my phone number from Mr. Cooper. Mr. Cooper claims to have notified me via online banking. Wait for this! Around ( likely before ) XX/XX/XXXX, I enrolled in " XXXX Banking '' over the phone. During that call, Mr. Cooper did not bother to mention that notifications WOULD NOT be sent to my email, but instead would require that I log onto their portal each time to receive whatever notification Mr. Cooper had sent me. - That's a very convenient loophole considering Mr. Cooper did not provide me with my loan # after or around XX/XX/XXXX, so I how does one possibly log into online banking? I didn't find out that one until I hung up the phone. I could have called customer service but why would I waste that much time if I had never missed any ( presumed ) payments?! Why would i need to enroll in someone else 's portal if I pay {$200.00} more than my payment is worth each month? Mr. Cooper had just bought my loan and could not even provide a courtesy voicemail to tell me I was ever behind. How convenient for Mr. Cooper! - This is all very coincidental that I received waves worth of spam to my email around the same time Mr. Cooper bought my loan. They have likely sold my information to who knows who, but can not leave an email to tell their customer ( WHO THEY JUST PURCHASED A LOAN FROM SOMEONE ELSE ) that they were being charged hundreds of dollars in late fees for an error recognized in XXXX. Not one piece of mail. Not one email telling me I was behind. Not one phone call received from XX/XX/XXXX - XX/XX/XXXX, and not one voicemail received. These are disgusting collections tactics! - it's also very convenient that the only piece of mail I received from Mr. Cooper was that bought my loan ... ... ... 7 days before closing ... ... in XXXX!!! All the late fees and " XXXX '' notifications from Mr. Cooper continued until early XXXX where I became current after receiving my first voicemail from Mr. Cooper on XX/XX/XXXX. The ONLY CALL IN BETWEEN XX/XX/XXXX UNTIL XX/XX/XXXX RESULTED IN A VOICEMAIL FROM MR. COOPER. The voicemail did not even mention that I WAS BEHIND - they delivered a courtesy call because I filled out a case with the XXXX XXXX XXXX ( XXXX XXXX XXXX ). XXXX They made claims in XXXX to the degrees of " well maybe our calls went to spam '' or " maybe your voicemail wasn't set up. '' Mr. Cooper will throw every scenario to deem this as MY FAULT, but can not provide an explanation to why they were unsuccessful for 33 straight calls for over 5 months. I did not receive 1 call - how does Mr. Cooper claim to have made 33?! It's a new stream of undetected revenue for Mr. Cooper - hundreds of dollars in late fees charged- why would they bother reaching out to me if I kept making payments more than the mortgage is worth?? Mr. Cooper dinged my credit in XXXX, and now XX/XX/XXXX, without notice telling me I was behind, and despite being current since ( now ) XX/XX/XXXX. Mr. Cooper has failed to acknowledge any illicit behavior and unlawfully deceitful collection practices despite numerous calls, emails and claims made from me since XX/XX/XXXX. Mr. Cooper refuses to respond to emails and refuses to escalate my claims upon recent calls. I submitted this to the XXXX where they continue to make wrong and weightless claims, and ultimately refusing to acknowledge any incompetence or negligence. I work in lending and can say this is one of the XXXX schemes I've ever witnessed. Failure to acknowledge any wrong doing conveniently put hundreds of dollars in late fees into Mr. Cooper 's pockets in this scenario. Judging by other complaints online, it's obvious I am not alone. I have never missed a payment on ANYTHING owed in my entire life. My credit was literally perfect until Mr. Cooper bought my loan from someone else, and now I am stuck with this mess. Very convenient for Mr. Cooper!
Company Response:
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Mr. Cooper bought my loan in XX/XX/2022. I had no say in this. In XX/XX/2022, I missed my first payment ( auto pay sent it to the wrong company- this was my mistake which I took responsibility for ). I've offered the servicer to pay for the late fee from XXXX- they refuse to change their stance throughout this entire ordeal. I did not receive a telephone call, email, or physical mail correspondence from Mr. Cooper to tell I was in arrears from XX/XX/XXXX until XX/XX/XXXX. In that time period, I continued to make regular payments to Mr. Cooper, ( all of which were more than the actual mortgage payment was worth ). In bad faith, they claimed to have placed XXXX calls to me in that time period but was " unsuccessful '' in both reaching the phone number I gave them, but also in leaving a voicemail. They have not emailed me to tell me I was in arrears, nor have they sent physical mail to my address telling me I was ever in arrears. I have confirmed with my telecommunications provider that no such calls were placed to my phone number from Mr. Cooper. Mr. Cooper claims to have notified me via online banking. Wait for this! Around ( likely before ) XX/XX/XXXX, I enrolled in " Online Banking '' over the phone. During that call, Mr. Cooper did not bother to mention that notifications WOULD NOT be sent to my email, but instead would require that I log onto their portal each time to receive whatever notification Mr. Cooper had sent me. - That's a very convenient loophole considering Mr. Cooper did not provide me with my loan # after or around XX/XX/XXXX, so I how does one possibly log into online banking? I didn't find out that one until I hung up the phone. I could have called customer service but why would I waste that much time if I had never missed any ( presumed ) payments?! Why would i need to enroll in someone else 's portal if I pay {$200.00} more than my payment is worth each month? Mr. Cooper had just bought my loan and could not even provide a courtesy voicemail to tell me I was ever behind. How convenient for Mr. Cooper! - This is all very coincidental that I received waves worth of spam to my email around the same time Mr. Cooper bought my loan. They have likely sold my information to who knows who, but can not leave an email to tell their customer ( WHO THEY JUST PURCHASED A LOAN FROM SOMEONE ELSE ) that they were being charged hundreds of dollars in late fees for an error recognized in XXXX. Not one piece of mail. Not one email telling me I was behind. Not one phone call received from XX/XX/XXXX - XX/XX/XXXX, and not one voicemail received. These are disgusting collections tactics! - it's also very convenient that the only piece of mail I received from Mr. Cooper was that bought my loan ... ... ... 7 days before closing ... ... in XXXX!!! All the late fees and " phantom '' notifications from Mr. Cooper continued until early XXXX where I became current after receiving my first voicemail from Mr. Cooper on XX/XX/XXXX. The ONLY CALL IN BETWEEN XX/XX/XXXX UNTIL XX/XX/XXXX RESULTED IN A VOICEMAIL FROM MR. COOPER. The voicemail did not even mention that I WAS BEHIND - they delivered a courtesy call because I filled out a case with the Better Business Bureau ( https : XXXX ). Disgusting! They made claims in XXXX to the degrees of " well maybe our calls went to spam '' or " maybe your voicemail wasn't set up. '' Mr. Cooper will throw every scenario to deem this as MY FAULT, but can not provide an explanation to why they were unsuccessful for 33 straight calls for over 5 months. I did not receive XXXX call - how does Mr. Cooper claim to have made XXXX?! It's a new stream of undetected revenue for Mr. Cooper - hundreds of dollars in late fees charged- why would they bother reaching out to me if I kept making payments more than the mortgage is worth?? Mr. Cooper dinged my credit in XXXX, and now XX/XX/XXXX, without notice telling me I was behind, and despite being current since ( now ) XX/XX/XXXX. Mr. Cooper has failed to acknowledge any illicit behavior and unlawfully deceitful collection practices despite numerous calls, emails and claims made from me since XX/XX/XXXX. Mr. Cooper refuses to respond to emails and refuses to escalate my claims upon recent calls. I submitted this to the XXXX where they continue to make wrong and weightless claims, and ultimately refusing to acknowledge any incompetence or negligence. I work in lending and can say this is one of the slimiest schemes I've ever witnessed. Failure to acknowledge any wrong doing conveniently put hundreds of dollars in late fees into Mr. Cooper 's pockets in this scenario. Judging by other complaints online, it's obvious I am not alone. I have never missed a payment on ANYTHING owed in my entire life. My credit was literally perfect until Mr. Cooper bought my loan from someone else, and now I am stuck with this mess. Very convenient for Mr. Cooper!
Company Response:
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My property has deliberately put on foreclosure by Mr Cooper and completely ignoring my request to fix the issue. They send people to my home to deliver notice and same person asking to buy my property cash. I applied for modification with my mortgage servicer nations star and met all requirements and received letter stating it was completed ( see attached ). Then my mortgage service changed to Mr Cooper and they claim they didn't receive documents. Upon review, they found documents and to-date im waiting for phone call back from 5 customer service representatives. My payments held in suspension not applied and property put on foreclosure. I have called this company 3 times a week no resolution. Letter attached
Company Response:
State: FL
Zip: 33444
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I XXXX XXXX has been notified that Right Path Servicing ( RPS ) is a servicer who has purchase my note. I have never done business with Right Path Servicing nor contracted with them. Therefore, I insisted that they shall provide me with admissible proof that I owe the alleged debt in order to settle this matter. They have refused to provide me with the liability that created the debt in the form of the true original contract signed with both parties wet-ink signature, receipt of the bank loan check, an sworn affidavit of claim by the injured party or competent witness, or book keeping entries or accounting showing that RPS and the XXXX suffered a loss. RPS has provided me with photocopies of the mortgage note without the promissory note which gives me reason to believe the mortgage was resold and bifurcated. I demand that RPS provides me with the endorse note as it is an important component of the original contract and I was told by the company that the note was being retained. I have also request the name of the individual who is the duly authorized representative for the company, who has carried out due diligence under the Anti-Money Laundering and Countering Financing Act and the actions he/she has taken in relation to this account. RPS has disregarded and failed to provide the aforementioned documents to validate their claims. I then begin to receive threatening letters to foreclose on my real property in efforts to continue to securitize, extort and deceive me as a federally protected consumer. RPS has not provided proof of claim to have the legal right and lawful authority to attempt to enforce collection of the alleged liability. The failure to provide proof of claim by Right Path Servicing has created permanent and irrevocable Estoppel by Acquiescence, forevermore barring Right Path Serving or other brand names from bringing any and all claims, legal actions, orders, demands, lawsuits, costs, fees, levies, penalties, damages, interests, liens and expenses whatsoever, against XXXX XXXX XXXX. As the authorized representative for XXXX XXXX XXXX, I have reason to believe the alleged debt did not exist in the first place or has already been paid in full.
Company Response:
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgagee was transferred to Nationstar/Mr. Cooper effective XX/XX/XXXX. When it was transferred I had a FHA loan. Nationstar/Mr. Cooper reported on my credit report that I had Conventional Real Estate MTG mortgage and Conventional Re Mortgage, Date Opened XX/XX/XXXX this is untrue. On XX/XX/XXXX, I never opened a Conventional Real Estate MTG mortgage or Conventional Re Mortgage, Ever. Under the Fair Credit Reporting Act ( FCRA ), I have the right to fair and accurate reporting of my credit information.
Company Response:
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I can not get Mr. Cooper the service agent for my loan to make any sense as to why they insist on forced placed insurance when I have sent over and they acknowledge receiving proof of insurance. I keep getting the run around.
Company Response:
State: FL
Zip: 33308
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was with nationstar mortgage company beginning in XXXX. In XXXX we took out a loan that was supposed to be put onto our mortgage. XXXX nationstar turned into Mr. Cooper and there was a loan modification. Fast forward to XXXX, we got a letter on our front door saying our house was foreclosed on and sold at an auction. Never once were we notified of this. The company we took the loan out from, XXXX XXXX, said we didnt pay on our loan. Which was supposed to be added onto our mortgage. Mr. Cooper will not answer our questions at all and weve lost our house due to something they did. Please help us.
Company Response:
State: MO
Zip: 64068
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am filing a complaint due to the lack of communication and inability of Mr.Cooper to assist us with our mortgage needs and an active refinance. A brief background : we did a XXXX XXXX XXXX XXXX XXXX VA due to the effects of COVID on our family and income in XXXX. Once this forbearance program was over, we elected to have the amount rolled into the back of the loan ( created a XXXX XXXX ) and it would get paid off down XXXX XXXX. THE PROBLEM XXXX filed the XXXX XXXX BUT did not get the XXXX XXXX partial claim approved through the XXXX XXXX then proceeded to transfer the loan to You, Mr.Cooper. We have spoken to both XXXX and Mr.Cooper and because the partial claim was NEVER approved through the VA, Mr.Cooper has the mortgage in loss mitigation. THEY ARE TRYING TO TAKE OUR HOME DUE TO AN ISSUE that was caused by XXXX and now are not responding to anyone to get it resolved. Weve had a guy come to our door twice now on behalf of Mr. Cooper and leave a note on the front door. All we want to do is pay our mortgage, but we can not because our loan isnt even recognized. We have no ability to make payments other than to send a check in. Even then, we have to call to find out if it was received and its clearly not getting applied correctly as were in forbearance. We've tried calling Mr. Cooper MULTIPLE times and, each time, we're told by the people we talk to that they're going to open a case to get it resolved. The last lady that we spoke to when we called on XX/XX/XXXX finally was at least able to get us access to an online portal with Mr. Cooper. No one before that could ever even get that done. All this and we still get forbearance notices from Mr. Cooper. Now we are trying to refinance this mortgage and pay both liens off. We've been approved since XX/XX/XXXX!! We have plenty of money in equity in our home. BUT due to the fact we can not get an accurate payoff, payment history, or clear title due to the mistakes that were made by XXXX and lack of communication from Mr.Cooper, we are at a stand still. We finally have have someone at a high level at XXXX that is working on their end to try to fix this as of XX/XX/XXXX, however, she has attempted to contact XXXX different people at Mr. Cooper and has received ZERO response as of the date of this complaint. ( Her name is XXXX XXXX, phone : XXXX ) We need someone to MAKE THIS RIGHT. We have the money to pay our mortgage, but we dont have the money to pay off the XXXX lien XXXX We also need this refinance to fix several things in our home that we can not do because we cant get money out of our house! Again, we WANT to pay our mortgage! Your company is preventing us from doing that. Ultimately, ALL OF THIS would go away if Mr. Cooper would just play their part and allow this mess to be fixed. A refinance would get EVERYONE paid and restore us to proper standing. I just don't understand why this is SO difficult when we did NOTHING wrong except try to stay in our home and pay our mortgage during a very challenging time. Thank you in advance for your rapid response.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company continues to refuses to apply my payments the way I have requested them to be applied. When I call, I get " disconnected '' mid sentence and they don't bother to call me back. Since XX/XX/XXXX, I have sent XXXX ( XXXX ) payments of {$1600.00}, totaling {$8000.00}. My account had been transferred on XX/XX/XXXX to Mr. Cooper with the first payment due to them on XXXX, but they applied the mortgage payment to XXXX instead of to XXXX as they should have. This was never corrected. Mr. Cooper is unable to show me how those payments were dispersed beyond the first {$3100.00} mortgage payment and a transfer of {$1600.00} to escrow. That leaves {$3200.00} unaccounted for. I was told I have an estimated escrow shortage of just under {$2000.00}, even with the transfer of {$1600.00}. After sitting on hold for more than XXXX minutes, I was told that my escrow shortage was only {$200.00}. I told them to apply {$1600.00} of unapplied funds to the escrow account and requested a new escrow analysis. The remaining {$1600.00} stayed in unapplied funds to go toward the next mortgage payment. They are unable to tell me when and how much interest has been applied to my mortgage account, but stated that it should be XXXX XXXX annually despite nothing showing in my statements. They also stated that my escrow cushion must be twice the monthly escrow amount, which is not consistent with the XXXX amount noted on the CFPB website. When I asked if I must maintain an escrow account or if I may close the account to make my own tax and insurance payments in XXXX, I did not receive an answer. When I asked why the monthly mortgage amount needed to be increased, I was told this was due to taxes. But according to records, my XXXX taxes were {$8900.00} and XXXX taxes were {$9000.00}. Mr. Cooper was unable to share my XXXX insurance fee, but I do not believe it has increased significantly enough to increase my monthly mortgage payment from {$3100.00} to {$3500.00} ( a {$360.00} difference ). Although the representative was very cordial and patient, I have found that overall the company has an alarming deficiencies in accounting as evidenced by my extremely confusing payment history provided online. They also fail to allow customers to access itemized accounting of escrow accounts- this must be requested by calling. I believe they use creative accounting to increase monthly payments, therefore earning more revenues from their unknowing customer base. It is important to note that Mr. Cooper originally stated my mortgage payment would increase on XX/XX/XXXX, but after my complaint to CFPB, they retaliated by making the mortgage payment increase effective on XX/XX/XXXX instead. As of right now, I am completely unsure how and when my {$8000.00} of payments have been applied, when my escrow interest is paid, when my next payment is due, or how much is due. Mr. Cooper 's accounting principles are questionable and the ethics surrounding the application of payments leaves much to be desired. Please note the dates and amounts on the attached documents, which support my statements.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. I have disputed this NATIONSTAR MORTGAGE LLC and it has not been corrected. The account is still reporting wrong on my credit report but it is already closed. The account has been closed since XXXX. However, the account payment status is 30 days late. The account payment status CAN NOT be 30 days late on an account that has been closed for XXXX. The account status is wrong and should be closed. Now, as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX and XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first XXXX digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX and XXXX are disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor I want you to delete this misinformation on my file : NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A