Date Received: 2022-11-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was in XXXX forbearance program with XXXXXXXX XXXX XXXX effective XX/XX/XXXX. On XX/XX/XXXX, I received a modification package from XXXXXXXX XXXX XXXX I returned the package back to XXXX XXXX XXXX on XX/XX/XXXX. The modification was approved XXXXXXXX XXXX XXXX advised me the payment amount was determined at {$1900.00} the interest rate was XXXX percent. XXXX XXXX XXXX sold the loan to Right Path. I reached out to Right Path on several occasions, but on XX/XX/XXXX Right Path informed me not to make any payments because they were going to send me out a modification package during the first, week of XXXX. I never received the package and then noticed they reported me 120-days past due on my credit report, this was around XXXX. When I spoke with someone at Right Path regarding the 120-day delinquency in XXXX, they stated it was an error and corrected my credit report. Now Right Path has reported me 120 days past due again to the credit bureaus and have not corrected the issue.
Company Response:
State: FL
Zip: 33461
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: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Re : Unfair and Deceptive Acts and Practices from Mr. Cooper during the Refinance of my home on XXXX XXXX XXXX XXXX XXXX XXXX. Mr. Coopers business practices during the refinance of my property at XXXX XXXX XXXX XXXX, XXXX are unfair, deceptive, and abusive. Dodd-Frank prohibits unfair, deceptive, or abusive practices in mortgage transactions. Unfair and Deceptive Acts and Practices occurred during the course of procedures when I refinanced my property. l continued to receive deceptive treatment after l signed mortgage documents. I continued to communicate via email message to Mr. Cooper personnel. They never addressed the facts below : During the processing of my loan I communicated the facts related to the manner in which Mr.Cooper personnel. As an example, my social security number was provided in error to an unknown company during a process called XXXX XXXX I was made aware of this breach after the Mr. Cooper representative called the wrong company and provided my social security number. I informed the individual ( during the call ). I informed my XXXX XXXX during the loan refinance process and asked again in XXXX. The loan XXXX ( XXXX XXXX XXXX stated that she would get back to me. I have never been provided a remedy from Mr. Cooper regarding this breach of my social security number. According to the Ohio Consumer Sales Practices Act or ( CSPA ) consumers are protected from a suppliers deceptive practices in a consumer transaction. In XXXX, the law was amended to broaden the scope of the CSPA to include protections for home buyers, including abusive lending practices by loan officers, mortgage brokers, and non-bank lenders. Under the law, these businesses are prohibited from engaging in any unfair, deceptive, or unconscionable acts or practices. These new consumer protections allow homebuyers the same rights and remedies under the CSPA as other consumers in non-real estate transactions.The Homebuyer Protection Act created a new list of unconscionable acts or practices that apply solely to consumer transactions in connection with residential mortgages. Included are certain bright-line prohibitions, including : Compensating, coercing, or instructing an appraiser in order to influence the appraised values Taking advantage of the consumers known physical or mental infirmities or illiteracy The Act also specified certain specific mortgage broker and lender duties. Among them include : Mortgage broker shall safeguard and account for any money handled for the borrower Follow reasonable and lawful instructions from the borrower Act with reasonable skill, care, and diligence in connection with originating any residential mortgage loan Act in good faith and fair dealing in connection with brokering or originating a mortgage loan Make reasonable efforts to secure a mortgage loan, from lenders with whom they regularly do business, with rates, charges, and repayment terms that are advantageous to the borrower Prohibits a lender from engaging in any transaction, practice or course of business which is not in good faith or fair dealing, or is fraudulent in the making, purchasing, or selling of a residential mortgage loan Prohibits a lender from recommending or encouraging that you default on an existing mortgage or revolving credit loan agreement. Those that violate the CSPA can be criminally charged, or face enforcement through the Ohio Department of Commerce or the XXXX XXXXXXXX XXXX XXXX. During the processing of my loan I communicated the facts related to the disposition to Mr.Cooper personnel. None of my concerns were addressed. As an example, the disposition and appraisal report was lower than expected and resulted in me needing to bring more funds to the closing. According to the Dodd Frank Act, Subtitle F : Appraisal Activities Subtitle F requires creditors to get a written appraisal of the property before extending a higher-risk mortgage to a borrower. See 12 U.S.C. 1639h ( Dodd-Frank Act 1471 ). The appraisal must be done at the expense of the creditor, and can not violate appraisal independence by inappropriate influence or compensation between the creditor and appraiser. See id. ( Dodd-Frank Act 147172 ). Subtitle F also provides for annual reports from the Appraisal Subcommittee of the Bureau of Consumer Financial Protection, and regulations to supervise the quality of appraisals, qualifications of appraisal companies, fees, and reporting. See 12 U.S.C. 3341 ( XXXX Act 1473 ). In addition, the Government Accountability Office ( GAO ) is to conduct a study on various appraisal methods, valuation models and the impact on the home valuation code of conduct and the appraisal subcommittee. See Dodd-Frank Act at 1476. XXXX XXXX consumer are provided protections with properties or residing in predominately XXXX XXXX neighborhoods : As of XXXX, To assure ongoing coordination, the Board, the FDIC, and the OCC ( collectively, the Federal Banking Agencies or FBAs ) are issuing this policy statement concerning Federal Banking Agency coordination of formal corrective action. The FBAs are issuing this policy statement to promote notification of, and coordination on, formal enforcement actions among the FBAs at the earliest practicable date. Examples of such interests include unsafe or unsound practices or significant violations of law by an insured depository institution, non-bank affiliate, or depository institution holding company or misconduct by an institution-affiliated party that may have significant connections with an institution regulated by another XXXX. Title XIV was implemented in order to provide standards for the level of disclosure required for borrowers.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to RightPath Loan Servicing on XX/XX/XXXX. Prior to the transfer we completed ( signed and notarized ) XXXX loan modifications ( # XXXX for $ XXXX and # XXXX for $ XXXX ) and the most recent one ( # XXXX ) was to go into effect XX/XX/XXXX. Once I setup our portal in XXXX, I didnt see any kind information on our loan. It was like we didnt have one. I called and verified that they got our loan modification documents but was told the loan wasnt booked yet. They told us in XXXX that they were rejecting the loan modification because we had not made our first payment on XX/XX/XXXX and they cant book the loan without it being current. It was current when we switched over, so they should have booked it in XXXX when we switched over. I called again in XXXX and they said the same thing, that we would now have to pay XXXX and XXXX in order for them to book the loan. At this point our mortgage had not been reported to the credit bureaus and it was not on our online portal. It was like we didnt have one, but they still wanted the monthly payments listed on the loan modification that they rejected. We couldnt make both payments but were able to make one so we did. In XXXX we got a letter from our homeowners insurance company that the loan servicer had failed to make a payment for our homeowners insurance and they were threatening to stop coverage. By the time I called the insurance company, RightPath had sent them the payment, even though we didnt have a booked loan. I spoke with someone at RightPath again who said they should be honoring our loan modification ( # 2 ) and that he would send it to their underwriting team so they could get it booked. We got another letter saying they rejected it because they didnt receive the signed documents from us by the due date, even though they didnt send us any documents and I had verified with 3 people at this point that they had our signed loan modification from the previous company. Our new statement that we received in XXXX showed that we owed over $ XXXX, which would have been the amount that we owed from loan modification # 1. It also showed that the payment we made in XXXX was unapplied. The mortgage had also not been reported to the credit bureaus as of XX/XX/XXXX ( 5 months after we switched over ). We received another statement in XXXX that showed we owed $ XXXX now and that a partial payment had been made in XXXX and that our monthly payment was {$1700.00}, which was the amount from the first loan modification we did back in XXXX. It took them 3 months to apply our payment. This statement also included a threat to foreclose on the house. We applied for assistance from the HAF and have been assigned a case worker who has contacted the mortgage company twice for documentation, which they drug their feet on sending to her both times. I called and spoke to someone yesterday, XX/XX/XXXX, and was told once again that they couldnt book a loan modification until it was brought current but that they had booked our first loan modification, even thought it was almost 10 months past due. He also told me that our home wasnt in danger of being foreclosed on yet. Our mortgage had also hit our credit by this point. They refuse to book our most recent loan modification ( # 2 ) even though they have our signed documents. They chose to only book the first modification even thought its significantly more past due than the second one and they told me they cant book past due loan modifications. They also held onto our money for 3 months without applying it to our loan. I trust gas station sushi more than I trust this company. I know they also go by the name Mr. Cooper and that they have had numerous lawsuits filed against them for mishandling borrowers payments and preying on people during covid by not honoring loan modifications.
Company Response:
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
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, 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 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 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. NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/2007 Balance : {$0.00}
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They keep misapplying escrow payments. Anytime an adjustment needs to be made for escrow, I pay the adjustment rather than having the payment change. Their attempt to correct the situation changed my payment from {$810.00} to {$880.00}. This is happening monthly and I wonder how many other people this is happening to because the person posting the payment has no clue what they are doing.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2021 my grandmother passed away leaving me some property one of the properties that she left me had a mortgage on itservice by Mr Cooper. I called them to try and find out the process for getting the property and mortgage resolved was told to send in paperwork which I sent in everything they asked for I'm more than one occasion weeks and months would go by and I would call again and they would say they didn't get the paperwork or the email they got part of the email but didn't get the other part. All of the documents were included in one email each time that way it couldn't be misplaced or any other nonsense. Even after providing proper identification and paperwork they denied acknowledging that I was the successor and interest of the property. They have not served me with any paperwork or notification of any kind that the foreclosure was sale had been set or that the process was. I was in fact assured that the property would not be foreclosed on while we were working on getting the process taken care of.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company, Nationstar/Mr. Cooper/RightPath Servicing, is still not honoring the loan modification agreement made to me XX/XX/XXXX. As of the date of their letter, I was not allowed to make payments online. I called and tried making payment on XX/XX/XXXX and was told the system wouldnt accept my monthly payment of {$1100.00}. I called the next day XX/XX/XXXX and spoke with XXXX XXXX and he also said i couldnt make a payment. Due to the system wanting the full balance in lieu of the modification agreement. I called Monday and spoke with XXXX. Still not able. I called the next day, Tuesday XX/XX/XXXX and XXXX was able to accept my payment by re-coding. The funds have been in a suspense account ever since. Unapplied even after Ive asked numerous times for it to be, and Ive been charged a let fee because they have yet to reallocate the funds. I was told to resubmit my modification paperwork, by XXXX XXXX. The next day his boss XXXX XXXX XXXX informed me a new copy of the loan agreement with original terms would be coming via XXXX XXXX. I mailed both in and even called to give them the tracking numbers, that i still have. On XX/XX/XXXX, I was called by XXXX XXXX and instructed to pay XXXX payments which i did on XX/XX/XXXX because the system wouldnt patch me through to anyone on XX/XX/XXXX when i tried making the payment. XXXX of which was for XX/XX/XXXX, which i was originally told to not pay so that the underwriters had time to process the numbers and any payment made in that time would cause them to have to start over and delay the process. So I now have XXXX payments of {$1100.00} ( {$3500.00} ) that should be going to my monthly payments that are in a suspense account that they wont reallocate while theyre charging me late fees on, as of this letter, and Im told that they would try to honor my modification but cant promise, when i have multiple correspondences where they admit their error and agree to honor the offer that THEY made me almost 14 months ago. ... XXXX payments. Right before XXXX. Just to sit in an account and not be applied so they can charge late fees. 14 months of them saying theyre going to honor the agreement, just to let a few weeks go by to say Ive been denied the modification legally agreed upon over a year ago. Please assist & let this serve as yet ANOTHER notice of THEIR error in need of correcting ... .again.
Company Response:
State: AL
Zip: 36695
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello My mortgage closed in XX/XX/2022 and my previous banker ( XXXX ) sold the mortgage servicing to Nationstar/Mr Cooper. I had made my first payment ( XXXX ) to the previous mortgage holder before it was transferred. My XXXX payment is not being reflected on my account with Mr Cooper. I have been in contact multiple times and sent the statement information from the previous mortgage company. I have confirmed with the previous mortgage company that all funds and information were sent to Mr Cooper. I made my XXXX payment after receiving confirmation over email that this is being addressed, but my XXXX payment was applied to XXXX and the additional principal payment is being held as a partial payment for XXXX. I was reassured that the payment would be addressed the week of XX/XX/XXXX, but it was not. I am concerned that this will impact my credit report when the 60-day grace period ends and my account still shows overdue. I have tried to pay additional money to the principal balance in both payments, and I am concerned that the additional principal payments are being amortized appropriately for the correct month. I have attached a timeline of communication and copies of all letters/information provided to me on this matter. Thank you!
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told at closing that my payments would be around XXXX. Then I was switched to Mr Cooper and they charged me for insurance that I already had. They charged XXXX the amount. Then my payments went from {$1300.00} to {$2800.00}. I have already depleted my savings. There seems to be mismanagement with the funds and escrow funds. I need help fast
Company Response:
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is being submitted by XXXX XXXX XXXX XXXX XXXX of XXXX, NH. We handled the sale of a home in XXXX. XXXX, Maine. We received a payoff statement from Mr. Cooper for {$84000.00} which was good through XX/XX/22. We wired them this exact amount of funds on XX/XX/22 but were advised that the payoff was short by {$3000.00}. We had already disbursed the seller 's funds and had no way to pay this additional amount. There doesn't appear to be a reason they were asking for it since we paid the amount on the payoff statement. They refused to provide any information to us. We were unable to contact the seller despite repeated attempts. They sent the money back to us on XX/XX/22 and we had to pay the additional funds from our operating account in order to settle the account and get the mortgage released. This is extortion and should not be allowed to happen. We relied on their payoff statement and paid the amount in full within the timeframe given. I request that they refund our office the {$3000.00} that was sent above-and beyond the payoff amount that was provided for our closing.
Company Response:
State: NH
Zip: 03110
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A