Date Received: 2022-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: hi there again, we are having an issue with our bank, that's why i opened a bank account. But unfortunately my old bank hold my money. they never pay our mortgage, so what happened. i called up them, coz my nephew XXXX XXXX, that his credit score went down to XXXX points. And he aware XXXX we have some difficulty paying mortgage last XX/XX/XXXX. Now, it happened happened, my previous bank never pay our mortgage on the XX/XX/XXXX. So, it was returned, I called up Mr Cooper from Customer Service to dispute the reported to Credit Bureau for missing a month payment, last thursday at XXXX XX/XX/XXXX. Just to verify if they reported us to the Credit Bureau. Per their customer service, they never reported us especially my nephew XXXX XXXX, nothing to dispute. So, again wrong confusing information. Yesterday i spoke with XXXX, she connected me to Loan Litigation, that person name XXXX, he intimated me that they will reported us for delinquency of mortgage payment. Instead of giving us some option, he trying to scare me, which made my XXXX XXXX XXXX. Honestly, my concern only not to be reported to credit bureau for my nephew XXXX XXXX, XXXX he has plan to relocating soon. We are about to do Loan Assumption but they giving us a hard time/difficulty. So, we don't proceed anymore. Our plan is to do " Refinance '' next year so it will totally transferred to our name, since our deed has been transferred to us only the mortgage was not yet. All i want is to give us the right information. they need to train their people how to deal with us, if we need to be feel comfortable not to worry. And need consideration. We will never go back to foreclosure issue. It's just i had issue with my bank. Need a consideration, not to intimate or feel scare what will happen to my nephew 's credit score. Need them to be informative, to be trained and give some option, if we need some help not to feel us scared. We need help, to let them understand customer 's personal issues. Be understandable, we will not allow to loose our home, it's just need a little consideration. Not to report us to credit bureau already.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been sold 3 times in a 9 month period.the first one called XXXX allowed my information to be breached then sold it to mr cooper but consumer told me to hold payment for mr cooper, a program helped me pay my payments and catch them all up to mr cooper, while this payment had been received and paid mr cooper requested money again and claimed the payment was not received but was proven to be. All this time mr cooper had already sold my loan to another company but was requesting more money from me .now I have a new lender but mr cooper has my home balance incorrectly with the new loan that is basically saying my loan went up and a d they did not receive payment but I have receipts with XXXX XXXX that they did get payments .my loan shod be XXXX left but it is stating XXXX
Company Response:
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I closed on a house on XX/XX/XXXX and it was not received till the XXXX of XXXX the mortgage company knew it was being paid off but they put a 30 day payment on me and now I cant get a Mortage cause of this
Company Response:
State: GA
Zip: 30705
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was included in the covid forbearance for hardship in XXXX and in XXXX I was ready to resume payments. Upon trying to get the loan modification done. It has been nothing but constant runaround and dead ends. I worked with XXXX XXXX who had my original loan. I waited four months while calling the company every few weeks to just get the same answer of, the paperwork did not go out and they had to escalate it which will take another four weeks. Upon calling back to the company I get the same response that it needs to be escalated and another four weeks. Then XXXX transferred my loan to XXXX XXXX and XXXX XXXX is giving me the runaround because they cant get the paperwork from XXXX This has dragged on for over a year now and Im still not able to make payments because they are saying I owe {$50000.00}, even though my loan modification was approved months ago but I never got the paperwork to sign and send it back to them. The account is currently sent over to foreclosure and I feel like Im getting screwed over because Im ready and willing to make the payments, but Ive been waiting on the company to modify the loan for over a year and now theyre trying to foreclose on the property. I reached out to the VA and they cant assist or help me so Im at a dead end for assistance and its causing stress and possibly me losing my home even though Im willing and ready to resume payments for the last 10 months I have no more avenues left.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX to Nationstar Mortgage, XXXX XXXX Mr. Cooper. I received a letter from XXXX detailing their process but have received no communication from Nationstar Mortgage, XXXX XXXX Mr. Cooper prior to my payment due date. I have no loan or account number and can not login to the website to make a payment. The CFPB closed my exact previous complaint with no resolution saying they resolved it. Who do I complain to now?
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been trying to remodify our home mortgage with Mr. Cooper since XXXX due to unforeseen hardships caused by XXXX. XXXX, XXXX - We were approved for a trial period modification, in which we upheld our end, and made all three payments in full, and on time. As a result, XXXX approved the loan modification. XXXX, XXXX - The paperwork that we needed to send back to the company, did not get signed and returned on time ( that was a mail issue ), so Mr.Cooper sent us a statement showing that we owed approximately {$6000.00} for our missed mortgage payments and late fees. XXXX, XXXX - When I called to figure out why the loan modification was no longer in effect, the representative told me that if we made the three payments that were late, by XX/XX/XXXX, that they would open back up the modification ; his manager confirmed and reassured us that it would be reinstated as well. I had asked during this call, why they did not want any payments that day, and the representative said that his manager told them it was cleaner if they received all payments at one time. XXXX - XXXX, XXXX - we continued to receive statement notifications, collection type calls, and threat letters regarding foreclosure, so I would call Mr. Cooper to verify that we were still on the track to pay 3 payments by XX/XX/XXXX. I was reassured that I was correct, and the modification would be reinstated once the payments were received. XX/XX/XXXX - I called in our payment of approximately {$5900.00}, and was told that within 7-10 days, the payment portal would open back up online, and I could go in and make our payment for XXXX. I continued to check the online account to make payments, but it never opened. XX/XX/XXXX, I called to see why our payment portal is still not open, the representative on the phone at that time told me that I was given inaccurate information, and there is no loan modification, and that our mortgage account is extremely past due. I explained to her all the steps we were told to take, and that we followed their direction, and she said yes, but your account is not in modification. She then spoke with her manager, and they said they would be working on our account to get it back into modification. XX/XX/XXXX - I called again to try and figure out the modification, and at this point, the representative that I got on the phone, said that her and her manager put us in for C-mod, meaning that our loan was put back in to modification status. She said to check back in 7-10 days and the online payment portal would be open, and we could start making payments. XXXX, XXXX - The payment portal was still not open, I called again, this representative said that our modification was denied, and no longer available for any discussion, that our mortgage was now past due, at this point about {$15000.00}. She said that she was going to reprocess/resubmit our modification documents to restart the process. XXXX, XXXX - we received a letter denying the loan modification, because we had failed to comply with the terms in our original agreement. We have 30 days to submit an appeal, but the way this company has been so inconsistent with their information, I hesitate to deal with them any longer, due to the fact that one representative to the next is giving out different, and obviously inaccurate information.
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, HUD FROM XXXX XXXX XXXX TO MR COOPER This is the beginning paragraph of this letter describing hardship the XXXX family and tenants endured over 5 years as well as hardship Mr. Cooper did in negligence, fraud in loan procedures monthly payments, falsifying and holding up paperwork for COVID relief, falsely demanding monthly payments without allowing fresh starts of monthly payment. This is abundantly on top of the hardship experienced and is repeated for me. Cooper requesting a hardship letter already issued in the complaint process Read below of death by COVID ... tenant sick XXXX XXXX XXXX after dad died. Then on top of that Mr. Cooper causing more hardship with this situation. This letter is regarding Mr Cooper mortgage company 's behavior and actions over the phone over the last XXXX years out of Texas XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX and wherever their call centers are located that we do not know of. When we call we talked to XXXX different people over a period of XXXX months or longer and we never are given the same information. We call in to make a monthly payment and it is a hassle. We talked to a phone tree for XXXX minutes and finally get to speak to a representative to make the payment it always takes too long and the representative is unfriendly to help us process the payment. When calling in or receiving letters we were never given accurate balances per month and we were charged finance charges and late fees and other fees for miscommunication between Mr Cooper and us which never should have taken place because it should be easy to make a payment per month and given a balance. This was held back purposely by the way you train your call centers to charge these fees. This paragraph is about XXXX and XXXX XXXX before moving to senior housing living dealing with Mr Cooper from XXXX XXXX and how up to this date it has wrecked credit scores for XXXX and XXXX XXXX. This paragraph is about tenants trying to make payments who are the son of XXXX & XXXX XXXX and the XXXX who is XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX of XXXX XXXX whom is XXXX of XXXX XXXX XXXX XXXX. During XXXX and XXXXXXXX XXXX XXXX XXXXXXXX XXXX, who is XXXX XXXX of XXXX XXXX who is the XXXX of XXXX and XXXX XXXX and are the XXXX of XXXX XXXX XXXX for XXXX XXXX XXXX of the XXXX at XXXX XXXX XXXX The situation in all parties trying to make payments and giving permission to make payments we're trying to make payments every month calling in and they were hassled and given permission to make the payments by a letter of declaration that was also a hassle. When XXXX XXXX and XXXX XXXX tried to call in to make payments the same problem with XXXX minutes of a phone tree to get to a representative and the representative was not helpful to take the payment and whenever the confusion of making these payments there were late fees that were unknown.. there were extra charges unknown added to the loan without communication by Mr Cooper to give a proper balance per month. XXXX a XXXX XXXXr died in XXXX of covid and we were offered by Mr Cooper covid relief filling out forms every 3 months. We know that Mr Cooper accepted government money of the covid relief program to disperse. We were given empty promises that this covid relief would either replace the payments or do a forbearance to hold off on monthly payments. Then in XXXX of XXXX and XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX tenant of XXXX XXXX had XXXX and the forms were still being filled out every XXXX months. Then in XXXXXXXX XXXX XXXX tenant of XXXX XXXX had XXXX again in XXXX and XXXX of XXXX and these forms were still being filled out by XXXX and XXXX XXXX. This exasperating process was supposed to at least get forbearance or at the very best pay the payments but then Mr Cooper came back and said none of this worked none of this was going to hold off the payments and we were surprised with {$18000.00} of catching up with the loan and before that in between of filling out the paperwork we were told that we had to make payments and we kept filling out the paperwork in hopes to just start fresh with the {$700.00} per month payment but they before that said oh it's {$3000.00} or {$4000.00} to catch up on. Payment per month. So we kept filling out the paperwork and hopes that this covid relief would take place or forbearance could start us fresh at XXXX $ per month agreement and it never did. Now Mr Cooper has done a foreclosure for XX/XX/XXXX and we are going to do whatever we can to do an injunction to stop foreclosure and by law of Missouri do a loan modification and have an agency XXXX and HUD and XXXX help us speak with Mr Cooper. There will be no more phone calls because Mr Cooper can not be trusted over the phone. All communication and information will all be in writing for now on and Mr Cooper must respond by law and by law of Missouri in a loan modification. Missouri law states that no foreclosure can take place in a loan modification. We need the agency of XXXX and HUD and the XXXX XXXX XXXX to intervene with this process because Mr Cooper can not be trusted over the phone as we've tried this for years. I, XXXX XXXX, am living at XXXX XXXX XXXX so loan modification by XXXX XXXX must be accomplished with Mr. Cooper allowing loan modification by XXXX XXXX. And if necessary after we figure all this out with loan modification and stopping foreclosure and trying to get out from under Mr Cooper and XXXX XXXX using his finances to buy the loan out we want to look into suing Mr Cooper for all the harassment, all the lies, all the problems over the phone that have happened for years and they have these recordings but most likely they will loose these recordings that are in their system of all these phone calls. Never should it end up this way especially after Mr Cooper received COVID relief from us government.. XXXX XXXX XXXX
Company Response:
State: MO
Zip: 63111
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My initial loan was secured through XXXX. On XX/XX/XXXX I received a notice of servicing transfer to Mr. Cooper indicating that any payments after XX/XX/XXXX, should be paid to Mr. Cooper. On XX/XX/XXXX, I submitted payment in the full amount to Mr. Cooper. On XX/XX/XXXX, I received a notice of escrow shortage indicating that my payment would increase starting XX/XX/XXXX. My mortgage is paid directly by ETF from my primary checking account. I changed the amount to the new amount shown in the escrow shortage notice. For reasons unknown, the amount paid for my XX/XX/XXXX payment did not include the {$190.00} increase for the adjusted escrow. However, since XX/XX/XXXX, every single payment made has been the full amount of our mortgage. However, Mr. Cooper failed to post these payment and instead instituted a partial payment suspense account with no notice whatsoever other than the subsequent invoice. Mr. Cooper has failed to provide any notice of any shortfall, delinquency or default and instead has simply sat idlily by charging late fees and damaging our credit. We have never received an email, letter, text or phone call that Mr. Cooper believed our account was short or left unpaid. Only until notice from the Credit Reporting Bureaus did we realize what had happened. In researching this, it is cleat the Mr. Cooper is a company that preys on its customers as opposed to providing any kind of " service ''. I have never missed a mortgage payment in 25 years and now due to a mix-up on an escrow shortage this company has purposefully and deceitfully used an {$190.00} escrow shortfall ( which quite clearly has been paid every month after XX/XX/XXXX showing a clear misunderstanding ) to not only damage our credit but generate {$990.00} is undisclosed, undocumented " late fees '' while showing that our mortgage in not in default. As stated, I never received any notice whatsoever of the escrow gap that quite clearly was an honest mistake. This company is no stranger to the CFPB and has been paying fines quite literally every year in the past decade for similar behavior not to mention a handful of civil class action settlements. I'm curoius how much is enough for the regulators to allow before they actually regulate Mr. Cooper out of existence. Clearly fines and class action settlements have not changed their ways and it is incomprehensible that after the Great Recession in XXXX and thereafter ( when this agency was created ) I am left with having to file a civil lawsuit against a company that so clearly is deceiving its " customers '' purposefully to reap improper " profits ''.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX with XXXX XXXX XXXX XXXXXXXX. I submitted a loss mitigation on behalf of XXXX XXXX after XXXX relief pre-payments. The trial payments were given on XX/XX/XXXX. XXXX XXXX XXXX did begin making payments since XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. A complete modification of mortgage was given to XXXX XXXX XXXX from Mr. Cooper on XX/XX/XXXX, on XX/XX/XXXX XXXX XXXX XXXX came into my office and signed the modification in my office. I put the modification papers on a XXXX XXXX and he said he drop it in a XXXX XXXX XXXX. On XX/XX/XXXX, XXXX XXXX XXXX was going to make his online payments and was block from doing so. Until he received a letter that the XXXX package never left XXXX. On XX/XX/XXXX I sent as per Mr. Cooper Request another modification application with all the documents requested and send the same via email, to no avail. On XX/XX/XXXX the servicer was changed to RightPath Servicing and the only intent here is to take XXXX XXXX home into foreclosure. This is not the time to take away homes, this is the time to reviewed what it was sent and provide help to homeowners. Regards, XXXX XXXX XXXX
Company Response:
State: FL
Zip: 33144
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been paying our mortgage regularly, but the balance has not changed and our monthly payment is being increased, even though it is a fixed rate mortgage and even though we are making our payments. We have been asking for copies of paper work so we can refinance with another company, but the current mortgage company claims that it doesnt have copies and only sends the first page claiming that it doesnt have the rest of the paperwork. We get the runaround when we call them and disrespect from the persons we may talk to when we are finally able to get through. I have lived in this house for XXXX years and I am tired of being mistreated
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A