Date Received: 2022-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Right Path Service in XXXX to request my PMI be removed, I was told my account was not current, I immediately made a payment to bring account current because they are holding funds unapplied accounts for no reason, after bringing my account current, I requested again in XXXX to remove my PMI insurance, this company refused to honor my request, as I am eligible and my home had the require equity to remove PMI Insurance, this is not fair, these companies are making money off struggling homeowners, also, I am seeing other related charges on my statements : broker price option, is this illegal to keep adding extra cost to my mortgage. I have been approved for the XXXX program who makes my mortgage payment of {$1100.00}, and my current payment is {$1000.00}. This company is holding these funds in unapplied accounts and not applying to my mortgage. Please help me resolve this issue ASAP as the PMI Insurance needs to be removed ASAP. Thank you
Company Response:
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It XXXX Concern : XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work and I immediately contacted Mr. Cooper to apply for loss mitigation. As I waited for Mr. Coopers response, I called in for updates and was instructed to upload verification documents such as XXXX XXXX XXXX, bank statements, hardship letter, profit and loss statements and I was responsive. XX/XX/XXXX, I relocated and filed a change of address. Throughout my move I remained in contact with Mr. Cooper and again, I was only instructed to upload documents and told my application was still under review. I would like to note that the Dedicated Loan Specialists are nonexistent because I have never been able to speak with any of the Dedicated Loan Specialists that Mr. Cooper allegedly assigned to my account. Fast forward, the Pandemic starts and I contracted XXXX along with several family members which created even more challenges. XX/XX/XXXX, I received notice that Mr. Cooper placed my account on the Pandemic Forbearance Plan and instructed me to not make my monthly mortgage payment of {$2100.00}, starting XX/XX/XXXX. Although Mr. Cooper placed my account on the XXXX XXXX, I remained responsive in trying to keep my home. XX/XX/XXXX and XX/XX/XXXX are the two dates that I received notices of the Pandemic Forbearance Extensions. On several occasions, Mr. Cooper listed the incorrect property valuation that I appealed and Mr. Cooper instructed me to pay {$200.00} for another exterior Broker Price Opinion. I appealed each loss mitigation denial and submitted the following CFPB complaint on XX/XX/XXXX. During the Great Recession, like so many Americans, I financially struggled to pay my mortgage and faced foreclosure. I also had health issues and was diagnosed with XXXX XXXX. Making every attempt to keep my home I contacted the mortgage company, XXXX XXXX XXXX, for mortgage assistance options. As I worked to follow XXXX XXXX XXXX ' instructions, which were often misleading, confusing and untimely, my account incurred fees which were never waived as promised. The deferred fees were transferred with my account when it was sold to Nationstar Mortgage and now total approximately {$1400.00}. XX/XX/XXXX, I suffered a XXXX XXXX exacerbation that rendered me unable to work. My health has forced me to apply for XXXX and I contracted XXXX XXXX which created even more challenges. I am now seeking mortgage assistance on two mortgages with Mr. Cooper. One modification has been denied twice and is currently pending after Mr. Cooper ordered a property valuation that was my financial responsibility. The other mortgage that was sold to Nationstar is under forbearance. XX/XX/XXXX, I emailed Mr. Cooper a Reasonable Accommodation Request and during that timeframe I uploaded information/medical records about my XXXX and Mr. Cooper even made a request that I include a statement that I am XXXX. In addition, I submitted the following complaints to the CFPB on the listed dates. XX/XX/XXXX For approximately three years, I have submitted required information to Mr. Cooper for a loan modification from Mr. Cooper and the company has denied my request. In response to instructions from Mr. Cooper, I paid for a Broker Price Opinion and the Broker Price Opinion 's was higher than what Mr. Cooper initially said. Mr. Cooper still has the lower valuation noted on my account and again, denied my loan modification. Therefore, my complaints against Mr. Cooper are the fee I paid for the XXXX XXXX XXXX, failure to review my loss mitigation options within 30 days and the misrepresentation of my property valuation, my payment history and the pay-off amount. XX/XX/XXXX Mr. Cooper has continued to decline my application for a loan modification and prolong the process with needless demands to resubmit documents. During this process the appraisal I was instructed to pay for expired due Mr. Cooper 's negligence. Despite the documents I submitted, Mr. Cooper reviewed and listed the incorrect income and insurance costs and property value as they repeatedly declined my loan modification application. As a result, my home is now in foreclosure, again, due to Mr. Cooper 's negligence. XX/XX/XXXX Mr. Cooper continues to decline my retention request, see below, you were not approved for the following retention option ( s ). You were evaluated for mortgage payment assistance based on the eligibility requirements of XXXX Bank XXXX XXXX, but were declined for the following program ( s ). Proprietary Modification - Declined Denial Reason : Insufficient Monthly Payment Reduction We are unable to offer you a modification because in performing our underwriting of a potential modification we could not reduce your principal and interest payment. XXXX XXXX. Mr. Cooper continues to decline my retention request, even though I can afford the current payment and would like to stay in my home. In addition, Mr. Cooper used the incorrect property valuation and refused to review my income, all factors in their denial of my request. On XX/XX/XXXX, I called Mr. Cooper to learn of the available options after the last loss mitigation denial and the representative informed me that my first loss mitigation was approved XX/XX/XXXX. Mr. Cooper never made me aware of the XXXX approval or to begin trial payments during any of the phone conversations requesting an update and I never received any notices via email or XXXX. In XXXX XXXX CFPB responses, I was not informed of the approved either. XXXX XXXX unresponsiveness and poor communication that, again, was often misleading, confusing and untimely denied me the opportunity to receive the help that was offered with the first loss mitigation approval. As a result, my home is now in foreclosure due to Mr. Cooper 's negligence and Mr. Cooper continues to report late payments to the Credit Bureau which has decreased my FICO.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX RE; RightPath Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX THEY TRIED TO HELP ME AFTER I TOLD THEM THAT I LOST MY JOB DUE COVI9 ON XXXX XXXX XXXX. THEY OFFERED ME FOREBEARANCE PLAN WHICH I ACCEPTED. IT WAS JUST LIKE A SET UP FOR ME TO LOSE MY HOME. ON XXXX XXXX MY FOREBEARANCE PLAN WAS EXTENDED FOR SIX MONTHS THEN FOR XXXX XXXX XXXX RIGHTPATH SERVICING IS DEMANDING THAT I PAY STARTING XXXX XXXX XXXX MONTHLY PAYMENT MUCH MUCH HIGHER THAN THE MONTHLY PAYMENTS THAT I WAS EXPECTING BESIDES THE HOME INSURANCE WHICH WILL BE EXTREMELY HIGH. ON XXXX XXXX I WAS CURRENT WITH MY MORTGAGE PAYMENTS. SO IT JUST LOOKS LIKE WE THE PEOPLE ARE LOSING OUR HOMES IN A MASSIVE WAY. SO HELP ME TO KEEP MY HOME BY GIVING ME AN ADDITIONAL 12 MONTHS FOREBEARANCE EXTENTION. I HAVE BEEN PAYING MY MORTGAGE FOR 35 YEARS. RASING MY CHILDRE AS A SINGLE MOTHER. I AM A XXXX CITIZEN NOW I NEED MY HOME TO STAY. THAK YOU
Company Response:
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ** one of my attorneys advised me to contact CFPB & file a complaint : XXXX XXXX ** mr. cooper the mortgage lender My Loan # XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX ** XXXX XXXX debited {$5300.00}. when I authorized a XXXX minimum payment online ... .. the minimum amount ; believe XX/XX/1922 XXXX debited my XXXX XXXX account ** I had complained about excessive fees & they debited 3X plus what I authorized!! ** my bank XXXX XXXX has opened a claim via fraud department # XXXX XXXX XXXX I have asked for the {$5300.00}. returned to my check account. Made this complaint I believe to XXXX XX/XX/XXXX ~ XXXX XXXX. ** So far no return of funds to my account ** Need cooperation from both banks to make final 'catch up ' on the mortgage incl criminal FEE Gouging by mr. cooper XXXX. they cooper where they can legally charge excessive fees. ** Have some funds to catch up this mortgage totally ... .. but they are PILING ON fees & unsure whether legal for them to add all those fees. Want to make a pay schedule to catch up totally but DO NOT TRUST these vampires. Sincerely XXXX XXXX XXXX XXXX XXXX email : XXXX XXXX XXXX email : XXXX ( he is assisting me in this matter .... am experiencing some minor health issues )
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The lender, servicer, trustee is violating my homeowner bill of rights and dual tracking my home. I applied for Pandemic Forbearance Plan online at www.mrcooper.com on XX/XX/XXXX and was Immediately approved for XXXX XXXX XXXX. I have also submitted a Mortgage Assistance Application and as of this writing it is listed as received and deemed complete and is now in underwriting phase. I checked the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The lender, Servicer and Trustee are dual tracking my home and violating laws.
Company Response:
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX loans serviced by Mr. Cooper claim our hazard insurance and taxes = {$17000.00} for the year XXXX, when actually they = {$5900.00}. Our familys mortgage payment will more than double due to this error in less than two months! Detailed timeline and facts below and escrow analysis attached. XX/XX/XXXX I electronically deposited XXXX XXXX XXXX. refund of {$1500.00} in XXXX XXXX escrow account. XX/XX/XXXX I received written notice via XXXX from XXXX XXXX serviced by Mr. Cooper regarding new escrow analysis completed on XX/XX/XXXX, increasing my current mortgage payment another of {$1300.00} effective XX/XX/XXXX. XX/XX/XXXX Before XXXX. received and electronically deposited XXXX refund of {$1500.00} to my checking account. The check cleared in my bank after COB on XX/XX/XXXX. XX/XX/XXXX Mr. Cooper XXXX & XXXX. Department and I contacted XXXX XXXX via a 3-way phone call, requesting unused premium refund ASAP. They assured me they would mail it that day. Policy was canceled XX/XX/XXXX. Total mortgage payment increase after XXXX escrow analysis XX/XX/XXXX through XX/XX/XXXX = {$1500.00}! XX/XX/XXXX I contacted XXXX XXXX serviced by Mr. Cooper because the newest Hazard Ins. company ( XXXX ) overcharged us by {$5800.00}. We were unable to reach XXXX XXXX my phone, e-mail, or help portal on website. XX/XX/XXXX Mr. Cooper indicated escrow shortage of {$11000.00} increasing our mortgage payments from {$1000.00} in XX/XX/XXXX to {$2500.00} effective XX/XX/XXXX. The difference they will be overcharging us = {$11000.00} beginning in XXXX of this year! Total increase XXXX through XX/XX/XXXX = {$190.00}! XX/XX/XXXX mortgage increased another {$43.00} due to 2nd escrow analysis. XX/XX/XXXX mortgage increased {$150.00} due to XXXX XXXX XXXX. payment from escrow. XX/XX/XXXX & XX/XX/XXXX {$2800.00} XXXX XXXX XXXX annual premium paid through Mr. Cooper escrow account. XX/XX/XXXX & XX/XX/XXXX Annual hazard insurance paid and reimbursed {$3000.00} when XXXX went bankrupt. The insurance advance should have not be calculated in escrow analysis.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to drop my mortgage Insurance since XXXX of 2022. Each time I call they tell me that someone will contact you within the next 30 days to set up an appraisal. However 30 days passes and nobody calls when I call the Mr.Cooper to see what happened they tell me that they do not have any record of me calling. Incidentally I have a letter from Mr. cooper that was sent to me in XXXX of 2022 that it says they did an AVM and it shows that I have more than 20 % Equity in the home. In addition I have spent more than {$70000.00} in upgrades and I have all receipts to show. However with all the requests that I have asked them they refuse to drop he Mortgage Insurance or send an appraiser. I need help Please.
Company Response:
State: CA
Zip: 92604
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of now, there has been no resolution for the problems. The disbursements made to my insurance companies where clearly asked not to escrow. I have acquired my own insurance as required for Hazard and Windstorm. I am not asking other than to remain current and keep my home loan affordable. I have made numerous attempts documented by email - phone and account messaging for simple answers and as of Now no one has been forthcoming with the removal of escrow from my account other than one Escalation rep from Mr. Cooper.- XXXX - Whom stated after weeks of calling shared that the Processor in escrow has halted my request XXXX XXXX for Flood insurance, as you know being in XXXX Texas XXXX hurricane Harvey- XXXX have no passed the Flood insurance mandate to area homeowners. This alone is a hardship. I have even requested all but the flood Insurance be removed. I have spent countless hours on the phone while at work trying to find a solution to a simple request. I was told that I qualified for escrow removal trying accomplish this I have been given misinformation upon misinformation- the recording on the phone machine says submit proof of insurance and update escrow not submit and we will pay your policy for you? I have agreed to every recorded call, because maybe I am not explaining myself correctly. They have falsely closed tickets- requests with resolutions never found. Right Path Servicing had no qualms about increasing my monthly payment more than the actual note on the contrary it has done its least to help adjust- lower it reflecting the purchase of my own insurance. I have worked very hard to regain stability through illness and CO -VID 19 - loss of employment to save my home and maintaining this loan. I am more than willing to pay what is reasonable, unfortunately Mr. Cooper - Right Path - Nation Star mortgage have made it most difficult. I am not asking for anything Free nor a hand out- What I'm asking for is knowledgeable personnel who work with millions of dollars of hard working Americans and I dont feel its too much to ask for. I am saddened at the lack of integrity and the immediate response of form letters to ensure each one of these companies have done no wrong but the truth is they all have. They have not provided correct information if any- they have made payments to my insurance policies with no requests or permission. So double payments to the insurance companies are being made, this alone is poor practice. There is no coordination amongst the companies to provide Home Owners any reassurance that these loans are being fairly monitored nor adjusted. Here we are, a futile attempt to clear responsibility or liability. As I stated in my original complaint - I have no idea if these companies have broken any laws but what has happened to me in such a short amount of time is unjust. I am not rich and barley making a life for my family and myself and I am tired of Large Corporations with inadequate staff having the last word.I could be content with the response I am not. I have stopped payment of the Hazard insurance and hold in my possession the check. So it has not been removed from my escrow and does need crediting, I have also requested a refund from the Texas Windstorm send the money back to the company. So this account reflects wrong again. The letter itself states misinformation, I have emails and once again, It doesn't matter what American Homeowners need or request, this company will of course show the monthly payment is due. I was told in XXXX my account would be adjusted by XX/XX/XXXX, listen to the phone call by XXXX from XXXX XXXX. I have reviewed so many complaints abouts this company I know I am not alone in my complaint. What can I do from here, They have not adjusted the account and I am terrified to fall behind.
Company Response:
State: TX
Zip: 77566
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Rightpath Servicing ( XXXX XXXX XXXX, XXXX, Tx XXXX ) during XXXX of this year from XXXX XXXX XXXX I had {$1900.00} in my escrow when my loan was sold in XXXX. My homeowners insurance has always came out of escrow. ALWAYS for 20 years. I don't know what happened when my loan was sold but my homeowners insurance was not paid in XXXX of this year when it was due. My homeowners insurance was going to lapse because the mortgage company never paid it despite me and my agent sending in several invoices to them. This has caused me to have to pay my insurance out of pocket for the past two months, which is an additional burden. I have attempted to contact Rightpath for the past 3 weeks at their customer service number of XXXX. A automated person will answer and ask for identifying information, then it will say " let me connect you with customer service ''. Then no one EVER picks up the call. After 20 minutes or so the call will just disconnect. I have 18 screen shots of calling the customer service number for the past 3 weeks and I continue experiencing the same issue. I have emailed Rightpath as well and received a note in my account saying they received my " ticket '' from XX/XX/XXXX yet they have done NOTHING to update my escrow or pay my homeowners insurance. Plus the entire time you can not reach a customer service representative on the phone. My insurance agent has experienced the same issue. I would like to file a formal complaint against Rightpath and I need someone to help me resolve this issue. I do not know where my escrow money is and why no one has contacted me to this date. I did NOT give anyone permission to change my escrow and I have continued making the same payment amount the entire time.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper was sold my mortgage information from XXXX XXXX XXXX on. XX/XX/XXXX. I submitted a validation of debt request XX/XX/XXXX. They responded with a statement of account and a copy of my note and mortgage. XX/XX/XXXX, I sent the second request for validation of debt under the FDCPA. Again, they reply with a statement of account and copy of my mortgage and note. Mr. Cooper has no contract with me. Below is a list under Title 15 of all the violations they have committed : 1. 1605 ( a ) Minimum Payment Charge 2. 1692b ( 2 ) False representation. All caps name, stating consumer owes debt 3. 1692b ( 5 ) Using a symbol on any correspondence 4. 1692c ( a ) Communication without prior consent 5. 1692d Harass and oppressive use of XXXX about alleged debt 6. 1692d ( 2 ) Obscene/profane language accusing me of owing an alleged debt 7. 1692e Using false, deceptive or misleading representations 8. 1692e ( 2 ) ( A ) False Representation 9. 1692e ( 8 ) Communicating false debt 10. 1692e ( 9 ) Use/distribution of communication with authorization or approval 11. 1692e ( 10 ) False deceptive means to collect a debt 12. 1692e ( 12 ) False representation/implication 13. 1692f Unfair practices 14. 1692f ( 8 ) Using symbol or language on envelope when communicating 15. 1692f ( 6 ) ( 8 ) Threatening to disable or dispossess property 16. 1692e ( 2 ) ( A ) False representation of the amount of any debt 17. 1692e ( 5 ) Threat to take illegal action All of these violations come with a {$1000.00} fine and I request that I receive restitution for these violations dating back to XX/XX/XXXX. I also submitted a Request for Accounting Via Mr. Cooper website portal on XX/XX/XXXX pursuant to Rhode Island General Laws 6A-9-210 U.C.C. 9 210 and other applicable laws. This communication is with reference to the alleged contractual relationship, I have a right to an authenticated record of accounting. I am not requesting a statement of account. I am asking for an authenticated record of the accounting. I am also requesting all initializing documents including a copy of the REMIC filing. I am hereby disputing the alleged debt, and to require that you provide the requested information within the time allotted by law, which is 14 calendar-days. They are still sending me statements in the mail. This is supposed to be estoppel. I have no Contract with Mr. Cooper. They have no security interest and can not validate or verify any alleged debt. I fired any and all powers of attorney with regard to my property in XXXX of XXXX. They had a duty and/or obligation to respond with the appropriate information within the time frame allotted and or permitted by law, in conjunction with other related laws and/or statutes of limitations. Because this is associated with a debt that is being reported the following principles associated with my rights applies respectively, THE FAIR DEBT COLLECTION PRACTICES ACT, THE FAIR CREDIT REPORTING ACT, and/or THE TRUTH IN LENDING ACT, penalties and assessments and/or failure to act and/or failure to comply with the statutory requirements.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A