Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was forced to overpay unearned late fees of {$2800.00}. For 8 years Nationstar has secretly allocated {$11000.00} after deleting all contemperaneously charged late fees and a single {$990.00} deferred late fee. I owed {$1500.00} in late fees. In XXXX, XXXX and XX/XX/XXXX, I provided clear evidence of this inaccurate payment allocation, Nationstar 's counsel claimed was updated XX/XX/XXXX, and then after causing my prejudice by fraudulently obtained XXXX waiver and release, the counsel waited a month and disclosed that in fact no update to lines XXXX were ever actually made. XX/XX/XXXX I wrote a required notice of error. Nationstar acknowledged the notice XX/XX/XXXX, and refuses to respond with a data entry correction in lines XXXX and refuses to provide me with an accurate account history of my loan. I was provided a Verification of Mortgage that also claims I had XXXX current payments when the final payment was current and the first XXXX were generated 16 days after the due date and paid the date I received them in the mail.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Today on XXXX XXXX, per XXXX, my score dropped XXXX points due to a Missed Payment listed by NATIONSTAR MORTGAGE LLC. I have no contract with them or their d/b/a MR. COOPER. I have asked for validation and verification of debt. I have asked for a Request of Accounting per the FDCPA. All they can send me is a statement of account and a copy of my note and mortgage which they are nowhere to be found in my paperwork. Notice, it is a fact, affiant is aware the term identity theft as described in 15 U.S. Code 1681a ( q ) ( 3 ) and Regulation V 12 CFR 1022.3 is a fraud committed or attempted using the identifying information of another person without authority. Per XXXX XXXX it states that my account with NATIONSTAR MORTGAGE LLC began on XX/XX/XXXX. I don't know how that is possible when it was XXXX XXXX XXXX XXXX Who then in XXXX of XXXX sold my information to XXXX XXXX XXXX who then in XXXX of XXXX sold my information to XXXX XXXX XXXX who then in XXXX of XXXX sold my information to NATIONSTAR MORTGAGE LLC. The only one I have a contract with is XXXX XXXX XXXX XXXX. They are not able to produce any wet ink contract between myself and NATIONSTAR MORTGAGE LLC. THEY ARE IN COMPLETE AND TOTAL VIOLATION OF ALL APPLICABLE CODES UNDER TITLE 15.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/XXXX from XXXX bank stating that Mr Cooper would be servicing my mortgage after an effective transfer date of XX/XX/XXXX. I set up my XXXX bill pay to make sure the payment would not be late and to reflect Mr Coopers payment information. I called Mr Cooper on XX/XX/XXXX to make sure it was ok to make a payment and they told me to wait until XX/XX/XXXX to make the payment. I made the payment on XXXX and noticed the next day that it said it was scheduled for XX/XX/XXXX. I checked my bank on XX/XX/XXXX and saw that money was deducted from my account but after checking Mr Coopers website the next day it said my payment was 18 days late. I called my bank today on XX/XX/XXXX after seeing I was now 19 days late and they said Mr Cooper cashed the check ( that they requested instead of sending the money electronically ) on XX/XX/XXXX. I then googled Mr Cooper complaints and saw XXXX had XXXX complaints filed and only has a XXXX Star Rating on XXXX reviews. After reading several of the reviews I also noticed they have a court judgement against them basically for predatory business practices which seemed to match the opinions of the consumers reviews being charged additional fees for Mr Coopers incompetence in servicing their loans.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper has done nothing but lie and deliberately hold paper work that I was supposed to be sent and turned me down for hardship over 2 years ago they've raised my payments and over charged me talked to people not in the account I've got nothing from them in over 2 years XX/XX/XXXX and it said they had made a mistake I've asked numerous times why I'm not getting my statements from them then sat I got for closure papers ther crooks
Company Response:
State: KY
Zip: 426XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage inexplicably jumped from {$1400.00} to {$1700.00} following an escrow review analysis by Mr. Cooper. They alleged an escrow shortage led to the need to increase my monthly payment, however, it is my contention that the shortage was a result of their own misappropriation of funds ( see attachments ). The account projection for XX/XX/XXXX - XX/XX/XXXX only allotted {$1.00} annually for my hazard insurance and they were only collecting {$.00} on a monthly basis. They then, for some reason, decided to issue me a surplus check even though the disbursement put my escrow in the negative. I contacted Mr. Cooper upon receipt of the check and they assured me it was money I was owed and there was no need for me to return the check. Apparently, my escrow balance was in the negative since XX/XX/XXXX when my property taxes were paid. I would have no way of knowing how they were using ( or misusing ) my funds as I continued to pay the same mortgage payment each and every month. I do not think the shortage was my fault and I do not think I should be responsible for paying an additional $ XXXX per month to rectify their mistake. I spoke with 2 different Mr. Cooper reps last week and I sent the following e-mail to a Manager, XXXX XXXX ( XXXX, phone ( XXXX ) XXXX ). I was told she'd respond to me no later than Tuesday but here it is Thursday and I still haven't heard from her. Property address : XXXX XXXX XXXX XXXX XXXX, GA XXXX Mr. Cooper Loan # XXXX XXXX XXXX, I just spent an hour and seven minutes on the phone with Mr. Cooper and still didnt get the help I was expecting. Both representatives I spoke with could see the error in my Escrow Review Statement but all they were willing to offer me was to spread out the shortage amount over 24 months so as not to affect my monthly mortgage payment as drastically. As it stands right now we went from {$1400.00} to {$1700.00} without so much as an explanation. While spreading the money out over 24 months helps in the short term, it doesnt address the fact that this was Mr. Coopers error, not mine. We pay or mortgage payment timely each and every month and its not my fault that you failed to properly project the annual property insurance. Youll note that our actual annual amount is {$1300.00} but Mr. Cooper inexplicably projected it at {$1.00} per year. So rather than a monthly escrow amount of just under {$110.00}, the projection on my account was a mere {$0.00}! Your Escalation Specialist tried to explain to me that Mr. Cooper wasnt willing to rectify that error because you continued to make insurance payments on my behalf despite the shortage. I dont accept this explanation because I was still making my usual mortgage payment and trusted Mr. Cooper to handle the funds properly. All Im asking is that this shortage be rectified internally by Mr. Cooper so that my mortgage payment goes back to {$1400.00}. This shortage was not my fault and I should not be responsible for paying it back. My funds were misappropriated and this needs to be fixed immediately. I was told that you would be contacting me either Monday or Tuesday but I wanted to make sure you had my side of the story while you were reviewing the file.
Company Response:
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
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: My mortgage loan was transferred from XXXX XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX while on a forbearance plan due to hardships associated with COVID. Immediately upon receiving my loan, XXXXXXXX XXXX and XXXX XXXX XXXX ( XXXX ) reported me 120+ days late. They did this for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Upon complaining, XXXX XXXX corrected their error. But, XXXX did not. I reached out to them and they said they had never done that and they send me a letter in XX/XX/XXXX confirming that. XXXX loans were then transferred to MrCooper, and as of today, I have tried to fix this issue but they cant resolve it because they say that XXXX must correct it not them. I have filed reports with the bureaus, I have escalated through MrCooper, and they wont help either. This has created tremendous hardship because I cant refinance due to my credit being impacted by these 3 x 120+ Lates. Help!!!! Please. Someone needs to hold XXXXXXXX XXXX XXXX and Mr Cooper accountable to report credit accurately. Please help.
Company Response:
State: MN
Zip: 55060
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is in regard to Nationstar XXXX Mr. Cooper. I am a frontline healthcare worker and I live in XXXX XXXXXXXX, MO. I accepted XXXX XXXX around XXXX of XXXX due to health issues stemming from being a frontline hospital, acute care, and oncology worker during the pandemic. I had undergone multiple surgeries and treatment, including a XXXX, from XXXX complications ). My husband is an XXXX XXXX XXXX ( XXXX XXXX ) and is serving in a different city in Missouri. In good faith, I have contacted Mr. Cooper to reinitiate monthly payments for at least 5 months. I initially requested a deferral ( adding the unpaid months to the tail end of my loan ) but was told by Mr. Cooper that I had to do a modification instead. I was sent a modification agreement, which required my husband 's signature despite the fact that he was not primary on the loan. Between XX/XX/XXXX and XX/XX/XXXX, my husband and I signed, and had notarized, the same modification agreement multiple times. We then mailed the agreement to Mr. Cooper. Each time, we were led by Mr. Cooper to believe that the loan modification was accepted, and everything was fine. Then, at least 30 days later, Mr. Cooper would state that there was some sort of problem with the modification. Each time there was a problem, we were told by Mr. Cooper to resend the modification documents and they would still honor the modification. We resent the document several times ; the last time being at the end of XX/XX/XXXX. In XX/XX/XXXX, I called several times to find out the status of the modification and to make payment. I was told to wait for Mr. Cooper Loan Modification team members to process the documents and give me an amount due. Around XX/XX/XXXX the Representative instructed me to pay ~ {$4600.00} to finalize the modification, which I did. Despite making the instructed payment, Mr. Cooper placed my home in foreclosure. I am complaining for the following reasons that include, but are not limited to : * Each time there was a problem, the alleged reason ( s ) for denial of the modification were either inaccurate ( false ) or were never pre-disclosed by Mr. Cooper. For example, when Mr. Cooper discarded our first signed modification agreement, they claimed that it was on the basis that it was notarized by 2 different notaries ( one for my signature and another for my husband 's signature ). However, Mr. Cooper never pre-disclosed to my husband and I that we had to have both our signatures notarized by the same notary and on the same date. The second time, they claimed that the document was late. However, the document was not late, because we were explicitly told by representatives with Mr. Cooper to resend it and they would honor it. The third time, Mr. Cooper claimed that the notary did not include their county of operation. This is false, as " XXXX XXXX '' is on the document. * Mr. Cooper falsely led me to believe that my loan was in the process of being modified * I was forced by Mr. Cooper into undergoing a modification process in lieu of a deferral. I never asked for my established monthly mortgage payment to be reduced. In addition, the process yielded no tangible results ; despite the fact that I complied and submitted the requested documents to Mr. Cooper. * On multiple occasions, I requested written communications from Mr. Cooper, including via email, but did not receive it. * Between XX/XX/XXXX and XX/XX/XXXX, I was never informed that my home was in either pre-foreclosure or foreclosure, when I called Mr. Cooper to check on the status of my loan. * Mr. Cooper placed my home in foreclosure, AFTER accepting a payment to initiate modification on XXXX * Each time I called Mr. Cooper, I was misled to believe that my home loan was in the modification process, when they had actually initiated foreclosure processes on the property * Mr. Cooper 's actions exhibit deceptive and predatory behavior. None of the documents sent by Mr. Cooper acknowledged the ~ {$4600.00} payment that was made ~ XXXX. In addition, Mr. Cooper has refused to be held accountable or provide information as to what they did with the {$4600.00} payment that was made. * Mr. Cooper 's actions exhibit deceptive and predatory behavior. Mr. Cooper 's most recent grounds for denying the modification, as stated on the attached modification document, is " NOTARY DID NOT WRITE THE NAME OF THE COUNTY ''. This statement is false. The name oXXXX XXXX XXXX, XXXX XXXX, is explicitly written on each page the notary, XXXX XXXX, signed. * Mr. Cooper did not make a good faith effort to inform me of their intent to foreclose on my home * Mr. Cooper never provided me with a deadline ( due date ) for preventing foreclosure * Mr. Cooper has yet to provide me with a foreclosure sale date for my home I have tried to resolve these complaints with Mr. Cooper but they have not complied, and their customer service is disorganized. I constantly receive misinformation and written responses are not provided by Mr. Cooper in a timely manner.
Company Response:
State: MO
Zip: 64151
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold/transferred to Mr. Cooper ( Nationstar Mortgage XXXX XXXX XXXX XX/XX/XXXX. My mortgage has an escrow to pay my insurance and taxes. My XXXX XXXX premium was due on XX/XX/XXXX. The payment was not submitted and I received a cancellation notice with a payment due date and incurred late fees of XX/XX/XXXX. I contacted Mr. Cooper on XX/XX/XXXX. In their response they state my XXXX XXXX had been cancelled since XX/XX/XXXX and that there was a XXXX XXXX policy initiated on XX/XX/XXXX. I've resubmitted my policy statements which detail the policy was active and current up until the change of mortgage servicer. My prior mortgage service had submitted payments and my policy was never cancelled. I have attached all the documentation.
Company Response:
State: CA
Zip: 92231
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I filed a XXXX XXXX bankruptcy to stop a foreclosure sale on my property. The notice of bankruptcy filing was received by the company ( Mr. Cooper and XXXX ). But on the day of the scheduled foreclosure sale, they sent a company to my home to change the locks. Those individuals went into my home and stole many items from my home. Also, my XXXX son was in the home during that time and thought that it was a burglary. He was terrified. He called me on the phone and I left work to get to my home. I have a copy of the work order and the police report that I filed. I also have a video, because I had cameras in my home at the time. On a different date, they also put a lockbox on my home so I couldnt enter. All while I was in a XXXX XXXX bankruptcy. Also, in XXXX, I filed another XXXX XXXX bankruptcy and contacted the loan servicer to make my payments. XXXX XXXX The Loan servicer ( Mr. Cooper ) told me that my payments were {$940.00} and I was paying that amount. XX/XX/XXXX, the the mortgage company ( XXXX XXXX XXXX XXXX XXXX ) filed for a relief from stay sighting that I was paying the wrong amount. They said the correct amount was {$2500.00}. I feel they intentionally misrepresented the payment amount. Then on XX/XX/XXXX, they sold my property at a foreclosure sale.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My 15 year mortgage originated in XX/XX/XXXX with XXXX XXXX. In XXXX, XXXX, I inquired with XXXX what needed to be done to remove PMI. On XX/XX/XXXX XXXX mailed me a letter ( attached as pdf " PMI Waiver Request '' ) that I needed to reduce the balance by {$34000.00} and that I could send them cashiers check if I chose to do that principal reduction. I subsequently mailed them the cashiers check for that same amount dated XX/XX/XXXX ( attached as pdf " CASHIER 'S CHECK '' ). Then I received a letter from XXXX dated XX/XX/XXXX ( attached as pdf " PMI Waiver Approval '' ) telling me that I met the requirements to have PMI waived on the loan. I have not had PMI since XXXX of XXXX. Recently, Nationstar Mortgage XXXX. d/b/a " Mr. Cooper '' has acquired the loan and is trying to charge me PMI. I telephonically contacted XXXX XXXX in Mr. Cooper 's PMI department on XX/XX/XXXX and supplied them the documentation mentioned above and they said that they will look into it. I received a letter dated XX/XX/XXXX ( attached as pdf " PMI Denial Letter from Mr. Cooper '' ) that stated my request was " ... denied for another reason '' and that I needed to contact their customer service for more information. I called and spoke to XXXX but she was unable to articulate the reason for the denial. It is important to note that the changes in PMI requirements did not affect 15 year FHA loans originating prior to XXXX. ( See attachment pdf " XXXX XXXX XXXX ''.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 34990
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A