Date Received: 2022-10-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: Mr. Cooper violated the Electronic Fund Transfer Act in misappropriation of my home payment of XX/XX/2022, and now they have violated state and federal law of having not refunded my escrow within 30 days of the loan payoff date
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Mr. Cooper on XX/XX/XXXX about removing PMI from my mortgage loan. They told me that this was absolutely possible and they opened up an application to do so. I was told that an appraiser would contact me within 2-3 weeks and then there would b a few weeks processing time after that. An appraiser never so I called Mr. Cooper back in mid XX/XX/2022 and they said they were backed up and an appraiser would call soon. I called back in XXXX and I was told that our PMI order was cancelled due to not being able to get ahold of us. I asked the phone number that was called and they admitted the agent at Mr. Cooper who took my original request inverted two digits of my phone number and it was their fault. I asked why someone didn't double check my account or call my husband or email us before cancelling and there was no answer or explanation given. Mr. Cooper then re-opened the PMI removal and I was told I was high priority and would receive a call from an appraiser within 1 week and they would speed the process up due to their error. A week and a half later I received a letter in my Mr. Cooper account that our PMI removal request was cancelled again ( a second time! ) and to call them. When I called they said they could not get ahold of me so it was cancelled. Again, they could not tell me when I was called or what phone number they called. My husband XXXX and I checked our call logs and no one tried to call us. I spoke to several managers and PMI dept staff at Mr. Cooper and there was no explanation they could give on why my PMI removal request was cancelled a second time. They then re-opened my PMI removal request for a third time in what was almost XXXX ( I originally called in XXXX ). For the first time in this entire process, yesterday ( XXXX ) I received an email with my appraiser 's information. I finally have an appraisal scheduled. My appraiser said that this was the first time he was ever given my information so he was not the one who said he could not get ahold of me. Mr. Cooper really dropped the ball on this one and it should certainly not take two and a half months from a PMI removal request to receive information to schedule an appraisal.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have received a a letter from Mr.Cooper Mortgage Company dated XX/XX/XXXX. After reviewing this letter, I once again find myself filing a formal complaint against this company. This would be my third complaint. I believe that this company is practicing predatory lending. I can only imagine how many people are being affected by these illegal, ill moral, and unprofessional practices. In the letter the company has stated that my mortgage payment is increasing to {$1500.00} per month. When I phoned the company. they stated that the increase was due to no insurance on my property. As I have stated in previous complaints I purchased insurance on this home after the death of my father in XXXX of XXXX from XXXX XXXX XXXX XXXX. The insurance has been in force from that date till present without any interruptions, as XXXX XXXX withdraws the monthly fee from my bank account each month. I have provided a copy of the letter from the mortgage company and a copy of my recent insurance statement. According to XXXX XXXX XXXX XXXX, this document was mailed to Mr. Cooper in XX/XX/XXXX.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper has failed to pay my taxes, failed to reimburse me for my fees and interest I paid because they did not pay my real estate taxes, and failed to add the new parcel on my account so this wouldn't happen again. A year later I am going through the same motions of failed tax payments, house being put up for auction, and long overdue bill with fees and interest with promises of resolution this time. I am doubtful of success after the last 3 attempts to resolve this with them. I purchased my house in XXXX of XXXX through a different lender ( Nationstar? ) where it immediately changed hands to Mr. Cooper. My house has 2 parcels which were purchased appropriately, but in XXXX of XXXX, I received a letter of delinquent taxes for the one of the parcels where they didn't pay the taxes for the entire year and are about to put my house up for auction. I immediately paid the bill with fees and interest, where Mr. Cooper told me over the phone that they missed XXXX of the parcels with the Escrow Tax payments, were very sorry and have added the parcel back, and will reimburse the fees and interest. After no progress or update was done, I called back where I was able to get a confirmation email that they were supposed to have added the parcel back in, and are working to pay me for the fees and interest accrued throughout the year XXXX. No response or action despite follow-up calls, escalations, and faux promises. Currently, I have received yet another letter that I have a few weeks to pay this Real Estate parcel tax bill that Mr. Coper has failed to pay ( again ) or my house is going up for auction. I have no faith that Mr. Cooper will resolve this issue nor make restitution for their errors where I am looking for outside or legal assistance.
Company Response:
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am glad that I finally received letters from the holders of the XXXX XXXX XXXX note, Mr Cooper. I was tied by what the attorneys had done in court for a long time and the only thing in my control is to keep paying my house payment I was told " wraps the XXXX XXXX XXXX mortgage '' to keep my kids and I under the roof of our home we are buying. Please understand I have my mother and also a kids with XXXX and XXXX XXXX XXXX XXXX and I loved being at one place instead of renting and moving 22 times prior finding a permanent place and we struggled to pay the payments and the attorneys. Wekept payments. Please work with me. I will cooperate in any way.within truthfulness and the law and my means and those of my mother and my kids to keep our home. We were not allowed to meet with the " bank '' and we could not talk to you directly until now you sent a letter requesting continued modification of XXXX. I do not have the. paperwork of a XXXX workout but I will forward the police report I was told to do by the advocacy group for people like my mother and I and my kids. what will it take to keep my house of 15 years. I want to enter into a settlement with you and request an answer prior to some intentions of a third party investor to try to take my house away after you had accepted 8 years of payments during foreclsoure. Can we use those funds to try to get the loan reinstated please. The mortgagors, salcedos, already bout XXXX or XXXX condos they sold as seller financing and other rented and instead of paying your mortgage they bought a house cash for XXXX in Florida. We did not buy and bailed. We kept our contract during the pendency of the lawsuit and it was so hard to pay attorney fees at the same time... I will cooperate with the bank in any way to keep my house and please know that I have not kept any of XXXX XXXX 's cash, that was entrusted to the trust account. I was told those funds were in the court, however in calling the court says there is nothing there, maybe in possession of trust company or your bank escrow account. I do not have them nor my mother We kept the house insured ( despite your attorneys interfering with a water leak ( I paid out of pocket therest of my money XXXX ) claim wehere the XXXX of XXXX did not even come, as your attorney interfered. Then the same day he filed his wish of paying his attorney fees to the court and other costs, he interfered with the other replacement insurance. Please understand I have to keep fire hazard insurance active, My insurance at my home went from XXXX a month to XXXX a month which I am paying and the house is insured. I paid the taxes that were delinquent cash and I have the receipt. I have acted in good faith. Can you please work with me. I may be XXXX but I am able to pay for my house monthly payment. There are XXXX XXXX dollars at least there to work with me to keep my house. - see attached affidavit and deposition of the trust company. I have been in a position of equity since the XXXX 's long gave a special warranty deed to me at closing and have never lived there for the last 15 years. I beleive they refinanced three times and sold the house and got money after each transaction. i have no knowledge if they even made a single payment but was told via email 4 months after closing that the Salcedos " mortgagors '' were in " modification status '' which at that time I had no idea what it was. XXXX XXXX XXXX was the escrow closer of the transaction in XXXX. He is a fellow real estate brokerr/escrow attorney. I had no idea of any details of the bank loan status or was even given the note to see the rate or loan amount or any amortization of payments but handed the " real estate contract '' that was a " dollar per dollar wrap '' then you the bank asked me to ask the XXXX 's to give a quit claim deed to me, and it was done by them a little later ( missing document letter ) When it arrived, then XXXX XXXX wanted to foreclose in my name my house. I was told that if you do, then both my mother and I would not be able to get a HUD loan for 7 years XXXX of the investors that called XXXX - wanted to buy the home for {$1000.00}. We declined. I have not heard from you about the enclosed letter since XXXX to move forward to settle. What will it take to settle/modify/resume payments on my house because I want to keep my house. I took over payments in a XXXX dollar per dollar real estate contract on the original loan with the original rate as advertised by XXXX. The loan is XXXX. I can ask XXXX title to provide the amortization schedule of the payments they should have given me but did not However it was worked out by XXXX XXXX ( escrow steart title ) and we can apply the monthly payments in cash from XXXX XXXX, my mother, ( who is not the same person as XXXX XXXX ). to work this out. She put her social security funds exempt retirement to this to help me out, and this money is in control of the trust company as per the attached affidavit and deposition. I never got a dime back nor I had asked because that is for my house, Again we were drilled for XXXX hours by XXXX attroneys and a mediator to disburse otherwise and we said no that we want the house NOTHING WAS SETTLED WITH THEM AND I ATTACH THE ATTORNEY DECLARATION TO CFPB WHICH STATES HE KNOWS OF A SETTLEMENT. If I do not know and have not settled how can he knonw? that is nonsense. I asked my attorney that I want to keep my house and negotiate to keep my house not to pay XXXX XXXX for interfering with the XXXX modification /assumption The REC was not set up as an assumption at closing We have NOT ENTERED INTO ANY SETTLEMENT WITH XXXX XXXX AND XXXX XXXX. if XXXX XXXX insists we would like to see such document asap. We filed a police report for embezzlement because we want to see where it and we got documents that nationstar has the funds yet the atttoney says otherwise. We do not know who to believe, the bank or the bank attorney. Also we do not know who sandia atorneys are. they got a copy of the police report and Mr cooper is asking for it, did your XXXX attorney not give you a copy. XXXX trust is a fiduciary, can not settle the cash of third parties that they hold, they are regulated by organisms like XXXX Isntitutions XXXX and FTC. They are a third party to the cash just custodians. Attorneys can not comingle trust and iolta accounts and their attorney fees. What XXXX it take to finalize what we agreed in XXXX before the attorneys and investors got involved? by the way I also want to tell you that I reached bank of XXXX and they never gave me information but a third party authorization to disclose information that the XXXX did not sign. We never had information on the loan from XXXX XXXX XXXX or you depspite the attorney declaration to CFPB. What does he know. He never ereceived the " correspondance '' from XXXX XXXX XXXX or you saying you can not disclose the loan to third parties like us. Well it is our house. and even if your clients did not want to do the right thing, we do because we want to keep our house and have showed it through years of payments during the foreclosure lawsuit if 8 years. We havenot used cash to speculate or have received a cent back of what was entrusted to the trust company. It is not change it is XXXX after the XXXX motion for foreclosure and it is about another XXXX prior since XXXX. I do not believe the XXXX 's made a single payment. what else do you need from me to work this out. What else do you need from my XXXX old mom XXXX gave it all she had- and more to work this out.
Company Response:
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Wrong Action by Company : Nationstar d/b/a DR COOPER Property located : XXXX XXXX GA Put Consumer in Paperless - Knowingly Consumer Did not had an Online Account. For Bad Intentions and to blind fold Consumer as Dr Cooper : Increase payment by adding an unauthorized Escrow & Unnecessary. As Consumer Pays Insurance and taxes outside of mortgage-written proof for many years Monthly Payment of {$460.00} P & I only. Statements available from XX/XX/XXXX to XX/XX/XXXX Dr. Cooper added a `` county tax payment of {$15.00} '' on XX/XX/XXXX and Opened Escrow : increase Payment to {$750.00} then XXXX escrow ; then lowered to {$660.00} XXXX & I + with escrow. My payments of {$460.00} they received monthly, 1st : placed unapplied then credit as " Adj - forbearance '' I never applied for any forbearance I only paid {$460.00} P+I never late. Mr Cooper sent my File to forclosure for a Balance of {$4100.00} including {$1300.00} inspections + legal fees- they did not allowed me to make payment I signed on only and found this bad action b our Lender... Needed to publish -complaint so other Consumer don't go through this horrible situation.
Company Response:
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage trans go over to a new servicer and tripled in payment. It went from a little over {$1100.00} to XXXX. I called Mr. Copper, the new mortgager servicer and they advised my escrow went up significantly and I should call the county tax accessor. I called XXXX XXXX tax office in XXXX Va and was told that I did not have an outstanding tax bill. The next tax bill due would be in XXXX. I can not afford this bills increase and still live. I relayed the message to Mr. Coopers rep XXXX XXXX and proved the documentation provided by the county office.
Company Response:
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold from loan depot to Mr. cooper in spring of last year. Somehow my escrow account billed monthly increased dramatically as soon as Mr. Cooper started billimg my in the newly purchased loan. I have called in several times requesting an escow account balance sheet to find out why my monthly payments has went from XXXX a month to XXXX a month. Taxes and insurnace have not increased in the amount my escrow balance has. I have multiple emails and recorded phone calls trying to get answers. I have voluntarily delayed my payments to the bank until i have some clarification on what is being billed. I cant get anyone within the company to get back with me and dont have time to spin wheels to figure out what the mistakes are on THEIR end. I have now paid this absurd increase for 5 months straight and I am drawing the line until i get answers. Outside of hiring a lawyer and suing this new mortgage company, I dont know what else to do
Company Response:
State: KY
Zip: 40222
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a VA loan with Nationstar, Rightpath, Mr.Cooper or XXXX XXXXXXXX XXXX forced to file XXXX CFPB complaints because the companies themselves dont even know who has the loan, whos offered what, who works for who or where my loan stands. This nightmare started when XXXX advised the loan was sold to a company called Nationstar & returned payment. Upon contacting Nationstar they denied having purchased said loan & refused payment. We contacted XXXX several times over the next couple months & were assured over & over the loan was sold to NationStar. I cant say exact dates at the moment as XXXX in CA for my mothers funeral but Id say sometime in early XXXX a wonderful woman at XXXX finally told us Nationstar was caught up in some fraudulent behavior & advised she believed the loan was actually with a company called Mr. Cooper. We contacted Mr. Cooper however they too claimed they did not have the loan. Mr. Cooper said they could be getting the loan but advised it can takes a long time & assured payments would not be considered late or affect credit in anyway. Needless to say this concerned us & we requested this be put in writing. Despite multiple requests, we did not receive the requested information in writing but after getting very upset Mr. Cooper finally put this in writing. They not only put it in writing 1 time, but 4 times ( see attached ) assuring us not to worry about any late payments & advising it would not impact credit. Eventually Covid hit, we faced financial difficulty & ended up qualifying for pandemic forbearance ( see attached ) offered. When this ended, Mr. Cooper denied we were in a forbearance & claimed we didnt qualify. We provided proof of the same & nothing further was contested. Despite receiving no notice, we began receiving phone calls, letters flyers & people showing up claiming we were being foreclosed on. We contacted Mr. Cooper & were once again told they didnt even have our loan. After contacting them multiple times, we were finally told it was with their sister company called Rightpath & to contact them. In an effort to straighten things out, we contacted XXXX & were advised our home was in fact placed in foreclosure & there was an auction scheduled for XX/XX/XXXX. We asked why we werent notified & no explanation was given. We contacted an attorney who advised they must notify us by law & advised us to request a copy of the notice & confirmation of the same. To date, we have requested a copy of the notice & confirmation of the same on 5 different occasions & have yet to receive it. In addition, we provided an affidavit from our neighbor, travel itinerary & hotel confirmation proving theres no possible way notice was received on any of the 4 random dates thrown out. Despite all of this, we reached out to Rightpath in an effort to work things out quickly due to the upcoming foreclosure date & the unexpected death of my mother. We spoke with a wonderful woman named XXXX on XX/XX/XXXX for nearly 2 hours & agreed to the XXXX XXXX she offered. XXXX advised she would send all necessary communication on her end in order to put the foreclosure on hold & advised someone from XXXX would be in touch Monday XX/XX/XXXX. She provided us the information to XXXX XXXX XXXX advising this was the attorney handling the foreclosure & advised us to reach out to both XXXX XXXX XXXX XXXX XXXX Legal & inform them weve agreed to a Disaster Modification. We reached out to XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX & advised the same the very same day, XX/XX/XXXX. Upon calling XXXX XXXX XXXX, a woman by the name of XXXX advised shed never heard of XXXX & claimed they didnt represent them. We reached back out to XXXX XXXX XXXX XXXX to confirm XXXX XXXX was the right contact. Both assured XXXX XXXX XXXX was the right contact & we were provided an email address in addition to the phone number. I emailed XXXX XXXX XXXX & a man by the name of XXXX XXXX eventually responded but said he had not been contacted by Rightpath. We provided him the contact information we received from Rightpath & advised of the disaster modification just as we were advised to do, however, he says hes in contact with Mr. Cooper & Mr. Cooper claims theres no modification. Weve corresponded with XXXX several times & he insists this information hasnt been provided to him & advised foreclosure is still scheduled for XX/XX/XXXX ( see attached ). Weve done our part & quite literally pleaded with them to do theirs but we keep getting the same redundant answer that basically nobody knows whats going on. I spent another XXXX XXXX hours on the phone speaking to a woman XXXX XXXX XXXX XXXX just today. XXXX tried to get several supervisors, managers & asset managers on the phone over the course of XXXX and XXXX hours, yet she was unsuccessful. Weve spent countless hours emailing with LOGS Legal to no avail. Weve spent countless hours attempting to contact Mr. Cooper only to be told our loan is with their sister company Rightpath & to call them ( see attached call logs ). I am unable to upload the call recordings to your system but can send them wherever youd like. Rightpath assured me our call on XX/XX/XXXX was being recorded just as they always do so Im certain they have it as well. I dont know whats going on with these companies. I spent the entire week of my mothers funeral attempting to get this handled despite being assured it was handled before I left. Im spending the evening before my mothers funeral writing CFPB complaints. Im at my wits end & quickly running out of time. We are in urgent need of help!!
Company Response:
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a mortgage with XXXX XXXX for several years. On XX/XX/2022 XXXX transferred my mortgage to Nationstar Mortgage LLC dba Mr. Cooper. I had to begin making my payments to Mr. Cooper beginning XX/XX/2022. I made my first payment XX/XX/2022. I made a second payment on XX/XX/2022. Mr. Cooper accepted both payments and automatically deducted another payment from my XXXX checking account on XX/XX/2022 without my approval. Mr. Cooper was not authorized to have my checking account information or deduct money from my account. I called XXXX and reversed the unauthorized payment. Mr. Cooper is charging me a {$10.00} fee for something. I assume for that reversed payment that they fraudulently deducted from my account. Each payment was {$930.00}. This was not a mistake. Mr. Cooper knew what they were doing and intentionally committed fraud. Mr. Cooper XXXX XXXX XXXX XXXX. XXXX, TX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, TX XXXX XXXX
Company Response:
State: KS
Zip: 672XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A