Date Received: 2022-12-01
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: 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 discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate this account ( A ), as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. 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 5 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 is 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. It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and delete : XXXX XXXX Date Opened : XX/XX/2017 Balance : {$0.00}
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage, XXXX, and Mr. Cooper have fraudently claimed that I have missed payments and falsely reported such to XXXX and XXXX starting XX/XX/XXXX. I received a XXXX XXXX mitigation in XX/XX/XXXX which Nationstar never processed correctly and fraudently claimed multiple times that Nationstar Mr Cooper were completing in XXXX and XXXX and XX/XX/XXXX. I completed a loan modification XX/XX/XXXX ( after making full payments for a 3 month trial ending XX/XX/XXXX ) with XXXX Nationstar Mortgage Loan XXXX which was completed, signed and certified, and states the outstanding balance due to XXXX XXXX mitigation would be added to the loan principle. XXXX even sent me a check stating they had overcharged me on the closing of the modification XXXX. I have submitted monthly payments of XXXX to Mr. COOPER every month since XXXX. MR. Cooper has fraudently refused to apply my payments made by direct check sent from XXXX XXXX since XXXX. Mr Cooper also claims i have made no payments for XXXX days, which is blatently false and an act of fraud against XXXX XXXX XXXX XXXX XXXX, have notified tagents at Mr Cooper several times, as above, since XXXX and they refuse to correct the situation. I spoke to XXXX at Mr Cooper today who stated the property is 'in foreclosure ' for nonpayment even though payments were made. She claimed to be 'escalating'the review of payments. Payments were sent and are missing from my mortgage payments on XX/XX/XXXX, XXXX XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX. Mr Cooper has violated the law in making false reports to XXXX and XXXX, are defrauding me by refusing to apply payments sent per contractual agreement dated XXXX, and has discriminated against me by failing to implement my XXXX hardship mitigation which was rightly and correctly submitted by me. Mr Cooper has also apparently misplaced multiplr payments sent to them which they are required by law to document and further credit to my account.
Company Response:
State: AZ
Zip: 85013
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed a complaint with cfpb in XX/XX/2022. After Mr. Cooper filed an answer, the file was closed. I have NO IDEA of what the intentions are with Mr. Cooper, so I filed a Qualified Written Request, # XXXX to CEO XXXX XXXX and # XXXX to Mr. Cooper " Notice of error Department/Request for information '', Both of these XXXX 's were Acknowledged in writing stating " a response will be provided by XXXX XXXX,, and XX/XX/2022 respectively. As of this complaint I have not received any kind of response from either of my XXXX, I have all the tracking information if you require. I am almost XXXX, I am very compromised health wise, These two XXXX were sent with the hopes that I could have an idea regarding my home. Mr. Cooper will say I am XXXX payments behind, NOT ACCURATE!! I've made XXXX Trial payments, XXXX Post Trial payments, and I HAVE POST TRIAL PAYMENTS XXXX, ( over XXXX. ) Please help me.
Company Response:
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to close escrow on my mortgage, the lender for which is Mr. Cooper. I purchased my home in XX/XX/XXXX for {$470000.00}. The XXXX of XXXX re-assessed the property value of my house for tax purposes as {$520000.00} on XX/XX/XXXX, and I have documentation from them that states that my valuation is {$520000.00}. Because this is the city 's official valuation ( and is the basis for my taxes ), I believe it should suffice as the official valuation for my lender. My outstanding principal on my loan is {$420000.00}. The lender previously stated that I could provide the official letter from the city as proof of my valuation, and I intended to do that and make an additional payment of {$5600.00} to reach the XX/XX/XXXX principal to loan ratio to close escrow. However, when I called Mr. Cooper today they said that they would not accept the city 's valuation, and would require me to get a new appraisal by an appraiser of their choice, for which I would need to pay {$350.00}. Moreover, they said that the entire process would take months, during which time they will continue to escrow. I do not understand how it is fair that the lender will not accept the city 's valuation ( which informs my taxes ), and that they get to choose the appraiser, who will most likely value my house in line with what the lender wants ( which will likely be the {$470000.00} sale price from over 2 years ago ). Mr. Cooper is escrowing {$940.00} per month, so this is a significant financial issue for me.
Company Response:
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022 the servicer paid my insurance premium twice. At the end of XXXX, I contacted both the servicer, Nationstar Mortgage d/b/a Mr Cooper, and insurer to correct the problem. The insurer immediately issued and refund to the servicer. The servicer never posted the refund to my account. In XXXX I was notified of a significant shortage in my escrow account that would result in a significant increase in my mortgage payment. I immediately called the servicer. After over 45 minutes on the phone, I was assured that 1 ) the servicer would work to resolve the issue that caused the shortfall and 2 ) my mortgage payment would not increase until it was resolved. On XX/XX/XXXX the servicer deducted the higher mortgage payment from my checking account. I immediately called the servicer. After over an hour and a half on the phone, I ended up speaking with XXXX who was presented to me as an escalation specialist. XXXX asked me to participate in a 3-way conversation with the insurer. The insurer told us that they would stop payment on the previous check and issue a new one made payable to me. XXXX told me that I would need to deposit the check into my checking account and then submit a payment to my escrow account. At that time the servicer would reanalyze the escrow account and update the payment amount. She would then process the XXXX payment. XXXX told me that she would follow up with me on Tuesday, XX/XX/XXXX to see if I had received the check from the insurer. She did not call. I received the check on the XXXX of XXXX and posted it to Mr. Cooper on the XXXX. I attempted to reach XXXX to let her know. She did not answer the phone and her voicemail box is full. Today is the XXXX of XXXX : The servicer has not reanalyzed my escrow and has not processed my XXXX payment, and shows a XXXX payment in the higher mortgage amount scheduled to come out on the XXXX. XXXX 's voicemail box is still full.
Company Response:
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: hi there my name is XXXX XXXX XXXX my loan company " community loan services '' has transferred my loan back on XXXX to another loan company " Mr. Cooper loan servicing and now being serviced by their parent company " right path loan servicing company " which are both under NATIONSTAR MORTGAGE. Right before being transferred from community loan servicing I have chose the option of COVID-19 Payment Deferral on their platform. Right path have declined the payment deferral and since then my loan is not current I have called them every two week for the past 5 month trying to have my deferral approved and bringing my loan current. I have been able to set future payments to keep my forbearance under 18 month. I have come to a point now where I feel right path NATIONSTAR MORTGAGE are giving me a run around now that they reported on my credit file I'm over 180 days late on payments which dropped my credit score from XXXX to XXXX and I fill my rights are being violated since I'm still under the protection of the COVID-19 forbearance- please help me. I have all the phone conversations recorded for the past 5 month but can't upload them
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: All files were sent to my mortgage company Mr Cooper. Did a modification because of XXXX XXXX. Had a 3 month trial on XXXX XXXX and XXXX and paid {$790.00} all XXXX on time. My very first mortgage payment was due on XX/XX/XXXX. It didn't happen because there was something wrong with the Contract. I ended up signing 5 different Contracts before the modification was corrected. I have all 5 contracts hard copy in my possession. I called 2 and 3 times a week to get this done. They took way over a year to get it right. I have way over 60 digital recordings speaking to one agent to another, they did not fallow through! They finally gave me a second 3 month trial. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. For {$1300.00} per month. I am still paying this amount now. They sold my mortgage to my now mortgage company XXXX. Just had a XXXX XXXX going through recovery. Very disappointing! There is lots more to this story.
Company Response:
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to MR Cooper back in XXXX. Followed the instructions for the onboarding process as written. Spend somewhere between an hour or XXXX last year being transferred from person to person making sure my XXXX XXXX XXXX was going to be paid on time. They apologized for all the delays in the onboarding process. Sadly enough it was late. I had to pay it out of my pocket to make sure my coverage stayed in place. This was for coverage last year. This year once again my XXXX XXXX XXXX has been paid on time. It was due on XX/XX/XXXX. XXXX has lapsed! According to MR Cooper 's website, It states it was paid on XX/XX/XXXX. I was catching up today XX/XX/XXXX and logged onto XXXX website and it shows payment past due. Once again my coverage has lapsed. This is XXXX years in a row!
Company Response:
State: MI
Zip: 494XX
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Company " Mr.Cooper '' aka Nationstar Mortgage LLC has repeatedly refused to terminate my escrow account on my home mortgage. Mr. Cooper demanded the escrow account as a condition of issuing a VA mortgage to me. In XXXX Mr. Cooper failed to make escrow payments on time for my property taxes. They were not paid in XXXX, causing me to lose tax deductions on my property taxes for tax year XXXX. There was also a late payment penalty for my property taxes, which was eventually paid. During XXXX Mr. Cooper has generated multiple escrow statements, seemingly randomly adjusting my monthly payments based on these constantly changing payment demands. Mr. Cooper has regularly claimed I did not meet the 80 % loan to value threshold on my property to qualify for ending the escrow account. Yet, Mr. Cooper would regularly send me documents saying I had hundreds of thousands of dollars of equity in my home and I could access those funds simply by refinancing with Mr. Cooper. On XXXX XXXX XXXX I submitted by e-mail multiple documents proving my property value was under their 80 % claim and they should release my escrow account. After more than a week I received a form letter saying that based on my original mortgage documents my home value did not qualify to remove the escrow. Mr. Cooper refused to use the documents I submitted- which included an XXXX XXXX XXXX property tax assessment, and refused to even acknowledge I sent them to Mr. Cooper. Since then Mr. Cooper customer service agents have all said a manager would call me back -none have ever called back. One agent gave me an e-mail address for " mortgage insurance '' at Mr. Cooper and said to send it to them - after a week I received an e-mail from that office saying they did not handle escrow accounts. No other information on who to contact to address the escrow account. Mr. Cooper customer service representatives have all said they were " opening an inquiry '' into why my escrow has not been cancelled, but the only response I've gotten from Mr. Cooper was a form letter on approx XX/XX/XXXX which said they had received my complaint and would look into it and get back to me in a month. The last time I received one of these letters I never received a response from Mr. Cooper. I understand Mr. Cooper was the subject of a previous investigation and entered into a consent decree in XXXX. I wonder if this conduct violates the consent decree?
Company Response:
State: WI
Zip: 54022
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I never received my escrow refund check for loan XXXX Send me my refund check, thank you.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A