Date Received: 2022-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When my adjustable rate mortgage adjusts due to the change in the interest rate, the Mortgage Company unfairly and inaccurately calculates the new payment. They do not adjust the payment to reflect the new interest rate. They adjust the new payment to where the mortgage will never be able to be paid off. I am certain that I have over-paid Mr. Cooper in interest by tens of thousands of dollars over the past 15 years. I would like that overpayment of interest refunded to me.
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Mr. Cooper Loans on XX/XX/XXXX to get a loan modification and was told I had 30 days to fill out the paperwork unfortunately I didnt have the information needed to fill it out and work got in the way. I called them again XX/XX/XXXX and they told me my house was in foreclosure since XX/XX/XXXX and this was the first I heard about it. They told me my only option was to pay the total amount past due by XX/XX/XXXX and to call back Monday or Tuesday for an amount. I called back and they informed me that I must pay {$10000.00} to reinstate my loan by XX/XX/XXXX because my house would be auctioned off that day. I had received no notice from the VA or Mr. Cooper loans and have tried calling the VA and only gotten voicemail. I have a letter from Mr.Cooper Loans in my possession that doesnt state anything about a foreclosure and says a reinstatement amount due of {$9400.00} by XX/XX/XXXX with {$7400.00} as the past due amount and the rest additional fees they added. My Mortgage was originally through XXXX before Mr.Cooper Loans took over on XX/XX/XXXX. My payment amount with XXXX was {$690.00} dollars a month but Mr.Cooper increased the payments to {$750.00} a month. The first actually notice I received in writing about a foreclosure was from the VA on XX/XX/2022.
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a legal aid attorney assisting a homeowner who is in foreclosure but has applied for loss mitigation and HAF, and who is also being assisted by a XXXX housing counselor. After the homeowner applied for XXXX and loss mitigation, I filed a Motion to XXXX the foreclosure action, providing notice to the servicer of the pending HAF application ( as Florida 's XXXX XXXX does not otherwise communicate directly to the servicers. ) The Motion to Abate is attached. Rather than taking steps to pause the foreclosure, the servicer bank responded stating I was " deliberating [ sic ] trying to avoid answering Plaintiff 's Complaint and delay this action. '' The Response is attached. The servicer then forwarded approval of a Flex Modification on XX/XX/2022. Again, rather than pausing or taking no affirmative steps on the foreclosure, the servicer served discovery ( Requests for Admissions, Request for Production and Interrogatories ) on the homeowner. I was forced to file a Supplement to the Motion to XXXX, requiring additional action on behalf of the homeowner that should otherwise not have been required. The Supplement is attached. The servicer 's actions in court demonstrate ongoing dual tracking, with the servicer moving the foreclosure forward in court despite engaging in loss mitigation and being aware of a pending HAF application.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: THIS complaint is the follow up of my previous Complaint against XXXXMr.Cooper. I wondered how did it happened that XXXX issued a statement that my mortgage was paid on XX/XX/XXXX, gave me a confirmation number for the transaction with which I paid my mortgage through my XXXX checking account. Still up to XX/XX/XXXX, Mr.Cooper did not take my mortgage payment out of my Checking account, BLAMING ME for not having funds, blaming me that I HAVE PROVIDED A WRONG XXXX ACCOUNT NUMBER. NO, MR. COOPER! Researching the web, you Mr. Cooper are involved in a FRAUD. This is why the money we're not taken from my bank account. I read the following from another customer amongst the thousands of comlaints against Mr.Cooper and " 1. NationStar : XXXX XXXX says : XX/XX/XXXX at XXXXXXXX XXXX Mr Cooper recently bought my loan. The original loan was to a bank. XXXX automatically transferred my banking information to the XXXX website automatic withdrawals. XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX at XXXXXXXX XXXX What a nightmare. I have been making mortgage payments to Mr. Cooper since XX/XX/XXXX, post a rate modification. Todate, ALL mortgage payments made are subsequently reversed and applied to a special suspense account. XXXX XXXX XXXX XXXX XXXX '' IN SUM : Mr. Cooper automatically steals/takes the bank accounts/numbers/ information after buying the mortgages, and automatically is TRANSFERRING THIS INFORMATION onto the customers 's Mr.Cooper 's online site/account. Then Mr.Cooper is illegally and fradulently committing actions accordingly. With me, Mr. Cooper decided to messed up my good A+ payment history, and did PLACE a wrong XXXX account number so when only the 4th last digits were shown up, I 'trusted '' Mr.Cooper and submit my XXXX payment on time. Mr. Cooper then did not notify me for PURPOSELY NOT TAKING THE PAYMENT FROM MY XXXX ACCOUNT, which Mr.Cooper wrongfully placed on my Mr.Cooper account. It is for the reason of illegal practice of Mr.Cooper to " automatically transferred my banking information to the XXXX website ''. This is why I am late, it is wrongly PLANNED ACTION by Mr. Cooper, who is aiming in defaulting my mortgage and placing me in forbearance. It was not me typing my account number, but SOME ASSOCIATES from Mr.Cooper. Mr. Cooper is involved in illegal REVERSING of payments of customers, in order to mess up their credit and place them in forbearance. MUST BE Investigated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 14626
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have requested MI removal per the Homeowners Protection Act from my loan servicer, Mr. Cooper. XXXX XXXX XXXX. This was requested in XXXX, once I passed the mandatory 2 year mark for having MI. I was told I would be contacted for a broker price opinion to determine value. It has been over 30 days and nobody has contacted me yet. I have called back twice and am told that it has been requested and they will follow up, but nothing has been done. My XXXX payment included MI as will my XXXX payment and I should not have to pay this. Current loan balance is {$340000.00} and my home is CONSERVATIVELY valued at {$520000.00}.
Company Response:
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have tried to have my existing lender correct the property taxes on my house to the correct property taxes with my XXXX ( XXXX ). I faxed the letter from the tax assessors office to Mr. Cooper ( my lender ) on XX/XX/2022 @ XXXX XXXX. I have called a number of times and Mr. Cooper refuses to lower my property taxes to the correct amount with my exemption for being XXXX. Now I am getting documents from Mr. Cooper telling me my mortgage payment is going up because I now have an escrow shortage because they are collecting and paying out the wrong ( higher ) tax amount. The old taxes are {$3100.00} and the new ( lower ) taxes are {$2300.00} with the XXXX exemption.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FHA Mortgage secured by my primary residence and my Servicer was XXXX XXXX. In XXXX of XXXX, due to COVID I had entered into a forbearance agreement with XXXX XXXX. Upon the expiration of the Mortgage Moratorium, I had been approved for a Loan Modification with Freedom Mortgage on XX/XX/XXXX. This loan modification was on file with XXXX XXXX, notarized, signed by all parties by XX/XX/XXXX. The first payment of the loan modification was due on XX/XX/XXXX. I made the first payment as agreed for {$2400.00} Within 30 days, in XXXX of XXXX I was transferred to Mr. Cooper. The stated they never received the loan mod docs from XXXX XXXX. ( **Which was later revealed they were received by Mr. Cooper by another Agent** ) They are NOT honoring the LOAN MODIFICATION from my original servicer. They have started foreclosure process- HELP!!! I am a Licensed Mortgage Loan Officer in 5 states - I believe I have been a victim of a multiple violations of XXXX XXXX and XXXX XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX My credit history/payments is A+, I do not have missed or late payment over the previous several years. XXXX XX/XX/2022, XXXX, my Mortgage holder, phone XXXX, sold my Mortgage for XXXX XXXX XXXX XXXX NY XXXX XXXX MR. COOPER, XXXX XXXX, PHONE NUMBER XXXX. XXXX made my my last payment of $ XXXX XX/XX/2022 to LoanCare, and my next due amount of $ XXXX XX/XX/2022 was made on the new website of Mr. Cooper ( https : XXXX ) XXXX XX/XX/2022 AT XXXX P.M NEW YORK TIME. XXXX RECEIVED A CONFIRMATION on my email as following : 'Your payment submitted successfully LOAN NUMBER : XXXX, PAYMENT DETAILS, CONFIRMATION NUMBER XXXX, TOTAL XXXX, XXXX, XXXX Checking PAYMENT BREAKDOWN, MONTHLY XXXX XXXX XXXX details of your payment were sent to your email : XXXX If you need any assistance, call us XXXX. '' XXXX funds/money for my XXXX payment of my mortgage were available in my XXXX checking account, and I had paid my NEW mortgage institution through my checking account. 6.With XXXX, THERE WERE NEVER ANY ISSUE PAYING THROUGH MY CHASE CHECKING ACCOUNT. 7.I WAS SHOCKED to see that UP TO DATE, XX/XX/2022, my mortgage was not taken out by Mr. Cooper, from my XXXX Account. On their phone system, there is a clear message under my ( Mr. Cooper ) account number XXXX, THAT I HAVE MADE A PAYMENT ON XX/XX/2022. 8.Today, XX/XX/2022 I called XXXX on behalf of Mr.Cooper 's customer service at XXXX. I spoke with XXXX, XXXX ID # XXXX. 9.I asked XXXX, why the money are not taken from my XXXX bank account to cover my XXXX mortgage? 10.XXXX STATED THAT THE MONEY WERE REVERSED, THAT THE MONEY WERE NOT SUFFICIENT IN MY XXXX BANK ACCOUT, THAT I PAID WITH A DEBIT OR CREDIT CARD AND THESE PAYMENTS ARE NOT ACCEPTABLE. ALL MARK DID IS TO LIE!!!!!! 11. THE MONEY WERE SUFFICIENT IN MY BANK ACCOUNT AND XXXX BANK CAN CONFIRM this fact. I DID NOT PAID my mortgage WITH ANYTHING ELSE, BUT by my XXXX Account number. I have a confirmation number for this transaction CONFIRMATION NUMBER XXXX, as emailed me by Mr.Cooper. 12.Up to date, Mr. Cooper and XXXX NEVER NOTIFIED ME IN WRITING THAT THE MORTGAGE TRANSACTION WITHN CONFIRMATION NUMBER XXXX WAS REVERSED BY XXXX BANK XXXX I WAS THE PERSON TO INQUIRE WHY THE MONEY ARE NOT TAKEN FROM MY XXXX BANK ACCOUNT ON TIME SO MY MORTGAGE WILL NOT BE DEFAULTED. ALL MARK TOLD ME WAS ALLEGATION OF MY FAULT. 13. XXXX WANTED ME TO PAY MY MORTGAGE ON THE PHONE, WHILE I HAVE ALREDY HAD A CONFIRMATION NUMBER THAT IT WAS PAID. 14.I STATED MR. COOPER IS RESPONSIBLE AND MR. COOPER MUST INVESTIGATE WHY THE MONEY ARE NOT TAKEN OUT OF MY CHASE ACCOUNT. 15.On the mean time, Mr. COOPER ILLEGALLY CHARGED ME {$20.00} LATE FEE OVER MY MORTGAGE AND IS PREPARING TO REPORT MY MORTGAGE AS PAID LATE TO THE THREE CREDIT BUREAU . 16.SEE THE FOLLOWING COPIED FROM MR. COOPER XXXX XXXX My Loan XXXX XXXX XXXX XXXX XXXX Amount {$1400.00} ; XXXXPRINCIPAL & INTEREST XXXX ESCROW XXXX FEES XXXX '' XXXX ALLEGE that Mr.Cooper is involved in illegal collection of mortgage late fees/monthly, and Mr.Cooper is sinfully faulting the mortgages of its clients, which mortgages Mr.Cooper just bought from XXXX. 18.There must be some double game, as originally XXXX was MY FIRST OWNER OF MY MORTGAGE, then transferred/sold to XXXX, which is part of XXXX, then Mr.Cooper XXXX the sub-server of XXXX, is re-buying the same mortgages back and forth. VERY SHADY GAMES! MUST BE INVESTIGATED, ESPECIALLY IF THESE ARE MORTGAGES ASSURED BY FHA.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 14626
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan servicing was transferred to a new servicer in XXXX this year. I have made XXXX payments to the new servicer that they have lost and they have been unresponsive in correcting the problem. They have never contacted me or indicated that anyone is working on the problem. I have been in contact with them at least XXXX times trying to correct the problem. The original problem seems to be that I imputed the wrong account number when initially setting up the payment with my billpayer and this was identified on their first contact. The payments are made by electronic funds transfer and I have verified that the payments were sent to the servicer. I have also sent documentation to the servicer that the payments were sent from my financial institution. According to law they can not report a missed payment for 60 days but we are close to that deadline and they have not done anything to correct the problem.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage had been with XXXX XXXX for years. Then our loan was sol to Mr. Cooper Mortgage in early XXXX. Our first payment to Mr. Cooper was XX/XX/2022. On XX/XX/2022 we received a reinstatement letter for our home owners insurance, saying that it was cancelled on XX/XX/XXXX due to non payment. I contacted Mr. Cooper immediately and they said the check for our insurance had been mailed and everything was fine and our house was insured. on XX/XX/2022 we received a refund from home owners policy saying it was due to cancellation from non payment. We called XXXX insurance immediately and told that our {$500000.00} hone had not been insured for the past 3 weeks. They did allow us to reinstate and make the premium on line that day, so we are now covered again. Bottom line, Mr. Cooper was 2 months late paying the premium despite the fact that they had been taking our payments for loan, taxes, ins. etc via our escrow. Also, it is impossible to get ahold of anyone at Mr. Cooper and they do not return email messages. Only contact I get from them is numerous email messaged weekly trying to sell me products I do not want. I have unsubscribed to them multiple times, but they continue. Please look into this. Let me know if you need any additional information. Out mortgage loan # with Mr. Cooper is XXXX. Their customer care # is XXXX. Thank You very much for your help, XXXX XXXX
Company Response:
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A