Date Received: 2022-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: HAVE SENT SAME PAPERWORK FOR " MY INCOME ONLY '' ONLY ONE ON LOAN TYPED UP A LETTER OF EXPLANATION!!!!!!!!!!!!!!!!! SEE XXXX FILE JOINTLY WITH MY SPOUSE AND EXPLAINED IT MY " INCOME ONLY ON APPLICATION '' HAVE SENT SEE XXXX SENT SINCE XXXX!!!!!!!!!!!!!!!!!! WHY CAN NOT ANYONE READ IT! DONT NEED TO SEND HER 1099 INFO BUT DID SHE IS NOT ON LOAN!!!!!!!!!!!!!!!!!
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Upon the federal governments announcement of the ability to freeze my mortgage payments a few months into the Covid-19 pandemic, that is exactly what I did. I had recently returned to the country out of fear of being stuck XXXX without possibility of acquiring a new XXXX. I froze my mortgage payments because of the complete lockdown we were facing. As it turns out, its incredibly difficult to find a job when all businesses are forcibly closed by government mandate. I requested to exit my forbearance plan in XXXX XXXX XXXX. Roughly 5 months after my initial request, my loan was packed with approximately XXXX other VA loans and sold to XXXX XXXX. I was told my process wouldn't be affected and would be completed within 30 days. A full year later a representative from XXXX XXXX informed that nearly all of my documents that had been submitted had expired. Every document they have requested from me has been provided to them with 1 work weeks time. I routinely have waited 2-3 months to receive any information from them regarding my loan. XXXX XXXX serviced by XXXX, has failed to properly retain the documents I have submitted to them, failed to correspond with me regarding my loan in any form of timely manner, and at face value appears to be delaying this process as much as possible in order to prevent me from receiving the VA loan modification I had originally applied for. Their gross incompetence and general disrespect for me as a consumer has me searching for legal help in order to hold them responsible for their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95037
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My servicing transfer from XXXX XXXX XXXX to Mr. Cooper ( Nationstar ) on XX/XX/XXXX won me a payment increase of 9 %. I completed a loan modification with XXXX XXXX XXXX on XX/XX/XXXX that includes impounds for taxes and insurance. At that time my escrow was analyzed and monthly payments for property taxes and hazard insurance were properly calculated. Mr. Cooper decided to increase my payment to add 2 months of 'cushion ' and when I called them to ask about my property tax and hazard insurance payments year over year, they told me my property taxes were the same and my hazard insurance decreased. Why should I be harmed by a servicing transfer that I have no control over and a new company that wants 2x, 3x, 4x or whatever they choose to ask for 'cushions? ' I know that the CFPB is considering allowing consumers ( borrowers ) to be able to choose which company they want to service their loan. Cases like mine illustrate why that is a phenomenally good idea. Mr. Cooper wants fat escrow balances so that they can get large interest income in a rising rate environment. I'm sure they look for this as part of their servicing acquisition modeling and strategy.
Company Response:
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is associated with cfpb report # XXXX whereby Mr. Cooper ' Home Rewards Credit Card 's account wouldn't credit my returned merchandise to the account balance. Each month I kept making principal payments, along with interest each month. All the payments were on Auto-Pay so that I wouldn't be concerned with missing a payment. After Mr. Cooper ' Home Rewards Credit Card received your report, my next statement showed a corrected remaining balance of {$26.00}. I believe in retaliation, the credit card company received a report showing this last payment as being over 30 days late, yet it was still on Auto-Pay. My credit rating dropped substantially. When you see the monthly payment scale for this company, you see flawless payments throughout it's history until the last payment of {$26.00} being over 30 days late. Remember, this last payment was on Auto-Pay also and I don't know how it can be over thirty days late. I disputed this to XXXX, but they ignored it.
Company Response:
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I have been dealing with this nightmare since XX/XX/XXXX. We want our current mortgage company Nationstar/XXXX d/b/a Mr. Cooper to abide by and implement XXXX Veterans Affairs Partial Claim that our former mortgage company XXXX XXXX said we were approved for XXXX XX/XX/XXXX ; remove the derogatory dings on our credit reports, and compensate us for the damages they have caused. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from XXXX XXXX stating we had been approved for the XXXX Refund Modification. The letter stated we told XXXX XXXX that we could not resume payments, which was not true. We told XXXX XXXX from the very beginning that we were ready to resume payments. A copy can be provided. XXXX XXXX Loss Mitigation said they would resubmit the paperwork. On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage that we had been approved for XXXX Affairs Partial Claim. XXXX XXXX said they would work on the paperwork that had to be notarized. A copy can be provided. I called XXXX XXXX, and the representative stated the signing would be scheduled. I asked the XXXX XXXX representative if I needed to get a Power of Attorney from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in XXXX Affairs until her high school graduation, she was in her senior year. The representative said XXXX XXXX would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. XXXX XX/XX/XXXX : A notary witnessed me sign and he notarized the Veterans Affairs Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called XXXX Mortgage while he was at the house because he thought My husband was going to be at the signing. No one from XXXX XXXX answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to XXXX XXXX. A copy can be provided. I kept calling XXXX XXXX and each representative said they would send the papers to my husband, and it never happened. One day I called XXXX XXXX, and the representative told me that XXXX XXXX sold our loan to Mr. Cooper, and I would have to talk to them about getting the paperwork corrected. The XXXX XXXX representative stated nothing would change with the modification because it was already approved. I was given the phone number of Mr. Cooper. I kept calling Mr. Cooper for months and was being told my file could not be found so they had not received it from XXXX XXXX. At XXXX point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as Mr. Copper. I was given the correct number and called. I called Mr. CooperXXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that Mr. CopperXXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. After going back and forth with Mr. CooperXXXX, XXXX was told to start making payments in XX/XX/XXXX. As XXXX was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XX/XX/XXXX. I never received anything from Mr. CooperXXXX stating anything about the payment. Mr. CooperXXXX sent us a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX XXXX XXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. In XXXX, I discovered a letter in my Cooper portal that was never sent to us. The letter was dated XXXX XX/XX/XXXX and stated Cooper was withdrawing the permanent loan modification we were approved for because they did not receive the loan documents properly executed. The documents were never properly executed because XXXX Mortgage and Cooper failed to send my husband the documents. Additionally, Cooper bought the loan from XXXX XXXX with only my signature. I will state again, the XXXX XXXX documents stated they sold the loan to Cooper in XX/XX/XXXX ; however, XXXX XXXX had me sign and notarized the docs in XX/XX/XXXX. During the week of XXXX XX/XX/XXXX, Mr. Cooper/XXXX stated Veterans Affairs disapproved the post-forbearance plan because the home is a rental. I have copies of the original forbearance application and approval showing we applied for the CARES Act COVID-19 Forbearance indicating the property was a rental. Additionally, when we were exiting forbearance last year, I spoke with a Veterans Affairs representative and spoke with XXXX Mortgage representatives and was told by both parties that Veterans Affairs would treat ALL Veterans Affairs loans exiting forbearance at special consideration made for the CARES Act forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the CARES Act. XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification and there is no guarantee it will be approved, and Mr. Cooper/XXXX was going to hit our credit 180 days late once again. Before being forced to deal with Cooper, we had credit scores in the high XXXX and over XXXX. XXXX and I have suffered a XXXX drop in our credit rating, which caused banks to close our credit card accounts due to negative credit reporting, XXXX XXXX clearance with the XXXX XXXX being jeopardized, and we are unable to move because our credit scores are now subpar. We were forced to apply for a traditional loan modification or face foreclosure, even though Mr. Cooper would not allow us to make payments. I opine that Cooper dinged our credit to justify the need for the traditional modification. We were told to pay everything owed ( $ XXXX ) or they could not accept payment. We now have a higher interest rate and loan payment. On or about XXXX and XX/XX/XXXX, Cooper reported another XXXX days late payment to our credit report. Due to the hardship, the eviction moratorium caused us financially, we applied for the COVID-19 Forbearance for six of our properties. All properties went through the same post-forbearance process with no issues at all. Of course, they were with other banks/mortgage companies. Dealing with Mr. Cooper is the first occurrence where they did not allow us the post- forbearance workout under COVID-19 CARES Act Forbearance program. They refused to accept the approved modification we were approved for through XXXX XXXX, even though we were told they could not change the loan. Then when we were told our only options were to apply for a traditional modification or foreclosure then they gave us an unbelievable hassle when we submitted our financial paperwork. We have all the paperwork from the point we applied for the forbearance and received two approvals, Cooper declining to honor the approval to the contradicting letters from Cooper about the modification process. XXXX and I are seeking relief and financial compensation due to this outrage. I believe we have been racially targeted and discriminated against by Mr. Cooper, there is no other plausible explanation for this treachery. They must be held accountable! It was as if they were trying to request so much and find a reason to deny our modification. My belief Coopers actions were discriminatory is based on the following occurrences : i. Cooper had ALL documentation showing this loan was a COVID-19 Forbearance and was approved for a Post forbearance workout but canceling the approved modification. Even though they never sent us the paperwork and they bought the loan from XXXX Mortgage knowing there was only one signature. XXXX Mortgage told me Cooper would have to manage the matter of getting the other signature. We were told by XXXX Mortgage that Cooper had to honor the approved modification. ii. Intentionally dinging our credit bringing our credit from the high XXXX and XXXX to XXXX, which would justify a traditional modification and justify the more costly loan. Studies have shown mortgage companies have been found to place certain XXXX customers into more costly loans based on their race. iii. Providing us with conflicting letters about the modification ( we have copies ). iv. The following are a few examples of the way Cooper handled the information they needed us to provide to show proof of our financial standing to get a modification : a. While applying for the traditional modification we uploaded XXXX files many with XXXX pages or more per file. Cooper kept asking for more information even though I had already uploaded the information. There were times I took the same information and placed it in a different format and the documents were accepted by whoever was managing our account. I had to call my single point of contact, who at the time was XXXX XXXX, several times to get clarification on what was needed because I would call and send what the Cooper representative asked me to provide and it would be accepted initially, and then later I would check the portal and I was being asked for the same information I uploaded prior. After going through this several times, I called XXXX and she provided me with a list of what I needed to provide. I provided the information and again it was accepted, and then later, I believe it was the following day, the same information was being requested. It got to a point where I had to send XXXX the information and asked her, please give the documents to loss mitigation because they keep rejecting them from me. Once XXXX provided the information it was accepted. b. I was asked to provide two pay stubs for monthly payments. I provided XXXX military leave and earning statement ( LES ) which clearly showed XXXX XXXX. The representative said I needed two for the month. I explained he only got paid once a month, which is why the pay period block had XXXX. I had to write a letter explaining that is what the paid time meant and submit the letter with his LES again. Incidents like that happened several times. c. I submitted bank statements that indicated the exact amount we received for rent for our rental properties. We were then asked to clarify the rental deposits shown. I attached the lease agreements ; the owners distribution statements from the property managers and the bank statements for each rental property and provided a letter explaining it all with a graph on the letter breaking down the income and expenses for the months requested and uploaded on file with all the information for each property. It was accepted and then the next day I was asked to provide an income statement for each property, which is what the graph on the letter of explanation was. I took the graph, modified it to indicate each property, and uploaded one for each property. Once again it was accepted and then denied, and they asked for the same thing. I then contacted XXXX via email, to which I have a copy, and I was not asked for the information again. ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX XXXX Veterans Assistance Partial Claim Payment Program XXXX XXXX, Dated XXXX XX/XX/XXXX XXXX Deferment is a COVID-19 Home Retention Program Option.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I got an email saying Mr. Cooper would beat another lender 's closing costs by {$500.00} or they would send me {$500.00}. I got sent in everything my loan officer requested and he came back with not being able to beat the other lender. I asked about how to redeem this offer I had and he said I would be emailed how to redeem this in a little bit. He acknowledged I should receive this since they couldn't beat the other lender. I never received this. I followed up multiple times with my loan officer. He called me once and said the email should have been sent and he would try to get a copy of what the email would look like. I followed up via email and then I never heard back from him. I followed up on the following dates and have attached the email thread showing this : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Please investigate first why I am being ignored by this loan officer and also why I haven't received my {$500.00} yet.
Company Response:
State: MI
Zip: 48114
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Im a disabled home owner and Ive been affected by XXXX. Ive had a forbearance in place, after the forbearance ended I applied for a loan modification which has been denied. Im asking for help from my XXXX because I have limited income but they rejected my modification because I have limited income. I feel as though Im being discriminated against because I am XXXX. The only option thats being offered to me is to sell my home. I dont want to sell my home and I should be pushed to sell because of my XXXX income.
Company Response:
State: TX
Zip: 75051
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to XXXX I lost my job and was unable to make payments on my mortgage. I applied yo the Federal Homeowners Reliefs program on 2021 a d was approved. I paid two of my 3 trial period payments from XXXX to XXXX this year on time, to my loan company. Before my 3 probation payment on XXXX, my loan was sold to RightPath Servicing. I make my 3 and last payment of the trial period on time, on XXXX of this year to RighPath as well and received a notification letter advising me of my final Modification Papers will arrive with in 3 - 10 business days to be sign by me and return it to them. Several months have pass since RightPath bought me loan and still I have not received my final documents in relation with my loan modification. As we all know home value has considerably increased in the pass years. My home value has double as well. Im still paying a PMI of around or more $ 200 monthly and because I have not received the final documents Im not able to stop my home monthly PMI payments to the loan company. I have called RightPath trying to get my final documents as soon as possible and they just give excuses after excuses. They are to busy, to many loan modifications. Its not my fault they do not have enough employees to process all modification. Its not my fault they decide to buy all this loans right before the modification documents were finalized. The longer they keep those modifications from finalizing they will continue charging for an improper, unnecessary PMI on thousands if not millions of homeowners ( consumers ) making millions or billions at the already stressed out homeowners during and after the pandemic. No only that, homeowners insurance have rise above {$200.00} to unknown highest numbers and electricity have rise around $ 200 monthly as well all this increasing a minimum of {$450.00} in the homes monthly expenses already to difficult to keep. Until when or how long this Lender/loan Mortgage company can continue elongating the wait of my Final Modification documents? Its over 3 months at this point and Holidays are approaching. We all know things will go even more slow by the end of beginning of the year. There is no use of Federal programs to help if the Loan Mortgage companies/Lenders do not care about compliance with the law. I believe my modification is taking even longer out of punishment for complaining to them. I believe I have been abused and ripe off my rights by this Lender. I need answers and not precisely excuses of them been to busy. I need the PMI of my payments asap to be able to keep my home. Please do something My name XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX Fl XXXX My loan information is as fallow Right Path Servicing Loan Number : # XXXX MAILING ADDRESSES FOR PAYMENTS RightPath Servicing XXXX XXXX XXXX XXXX XXXX TX XXXX FOR OVERNIGHT MAIL RightPath Servicing XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX NOTICE OF ERROR/REQUEST FOR INFORMATION, complaints, request for information or other qualified written requests Attn : Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Phone XXXX Fax XXXX Thank you
Company Response:
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Applied for COVID Loan Mod on : XXXX Denied XXXX Denied- could do a short sale XXXX applied and denied on XX/XX/XXXX I appealed the denial from XX/XX/XXXX Was approved for FHA/ HAMP Modification but only drop my payment of {$54.00} and the payment is more than 50 % of my income, I was never reviewed for COVID FHA 40-year loan Modification during these times. Mr. Cooper stated in an email that FHA DOES NOT offer a COVID FHA 40-year loan Modification. I contacted HUD about this. XXXX emailed Mr. Cooper on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX She also requested a supervisor to respond to me. I have never had a supervisor contact me. XXXX from HUD - sent Mr. Cooper emails on XX/XX/XXXX and XX/XX/XXXX XXXX XXXX XXXX- I applied for help on XX/XX/XXXX and XXXX XXXX XXXX has requested information from Mr. COOPER multiple times since XXXX and they haven't responded.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the duly and legally appointed Executor and Personal Representative of my late father 's estate. He died in XXXX and even prior to his passing, his surviving spouse ( not my mother ) and her children stole all loan documents and evidence belonging to him, even if the spouse had an equal right. As a result, after his passing, I served a subpoena on the lender ( or servicer, not sure who they are ) to get all loan documents from inception of the loan in XXXX to the present. The Lender ( or servicer ), " Nationstar Mortgage dba Champion Mortgage '', failed and refused to ever turn over any loan balance, statements, etc., whatsoever, even after I contacted HUD about them. Their arrogance is beyond belief. To this day, they fail and refuse to do so, hired lawyers to block my father 's probate administration in collusion with a lawyer working for the surviving spouse, and as Executor and thus legal owner of the property I still do not know the true owner or the alleged amount of indebtedness on the property. It is located in XXXX XXXX and the estimated current worth of the property is $ XXXX. This is causing serious harm and damage to the estate, because this loan should have been accelerated, by its own terms, when my father died and the property should have been sold. This lender ( or servicer ) breached its own contract and has allowed the surviving spouse to remain there, continuing to run up reverse mortgage fees for over six years, without ever providing us with any loan information whatsoever. As Executor, I filed a partition action in XXXX and they fought me in court, all to keep running up costs on the property and harm the Estate.
Company Response:
State: CA
Zip: 95821
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A