Date Received: 2022-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed a complaint a couple weeks ago. The number is XXXX. I would like to connect this with that one if possible. A couple days after I filed other complaint with you guys I spoke to a person at Right Path Servicing. I felt that he was trying to strong arm me. Ive talked to him a couple times before the last several months. He said he was assigned to my case several times. Yet he never knew anything about it and had to put me on hold and look at the notes everytime. The last time I talked to him our conversation escalated. The phone signal failed. Not sure why. I didnt hang up the phone on my end. The very next day someone called me telling me that my modification was no longer in underwriting and that it was denied. Thats very strange to me that the day after we talked that my modification was denied. It was approved months ago after I sent them the notarized papers 4 different times because of errors on their end. My only option was to accept the cancellation of modification and apply for a new one. Thats very strange to me. The guy that set up for me from the same company told me that he even thought it was weird that they closed my modification because everything was approved and it was notarized through the counties. Today earlier XXXX. The same guy that I feel hung up on me and had my account closed called me today. I told him I had nothing to say to him at all. I immediately called back and spoke to another person and told her what was going on. She too said she cant understand why they would close modification when everything was approved and notarized. I asked her to set up a call back with a supervisor. She told me that someone would call me back Im within 24-48 hours. As I stated before. Before covid I made all my payments always on time never late. Covid impacted me and cause me to lose my job and fall behind on eveything. Ive finally bounced back and can make mortgage payments again. Then sending me papers 4 different times to get notarized while I paid for them, switching companies from community loan to right path in the middle of all that. And showing my modification and under review for 4-5 months has really just rubbed me the wrong way. Plus my supposed approved modification being denied out of the blue is very strange to me. Like I said to them. I just want to get back to making my payments again normally and on time. They called me everyday for 5 months. I dont want them to call me and I dont want to call them. Thanks for looking. I put the case number for other file on top of this one. Im hoping that you guys can connect the two. Thanks again
Company Response:
State: MI
Zip: 480XX
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: Back in XX/XX/XXXX, I requested a PMI removal based on a new appraisal. Mr. Cooper ordered the appraisal, which was completed on XX/XX/XXXX. With the new appraisal, the appraisal was below the current market in my neighborhood, without the upgrades that were done to my house. In fact, the appraisal was just short of {$2000.00} needed to remove PMI. The appraisal completed on XX/XX/XXXX was not submitted to Mr Cooper for almost 30 days, while the market value of homes in my neighborhood continued to rise. It wasnt until the end of XXXX, which I was notified of the results of the appraisal, and provided with a copy. By then, the market again continued to rise, well above the appraisal amount that was provided. On XX/XX/XXXX, I formally disputed the appraisal to : XXXX with the following : I am formally disputing the attached appraisal that was done for the PMI Removal Request that I submitted. You will note that this appraisal came in very low compared to the recent sales in my neighborhood. Also, if your review my address on any of the home sites such as XXXX, XXXX, you will see that my home is appraisal upward to $ XXXX. Also this appraisal did not account for any recent upgrades to the home, such as the Front Porch Enclosure and Seemliess Gutter installation that cost {$2300.00}, The fencing that cost {$4300.00}, The water filter system that cost {$3600.00}, The new vinyl flooring that cost {$12000.00}, The new XXXX solar system with battery backup that cost {$59000.00}. All of the receipts were provided to the appraiser. Also, you will note on the report that the appraisal was conducted on XX/XX/XXXX, but the appraiser waited until XX/XX/XXXX to sign the report. Why was this done? Did he consult with Mr. Cooper or XXXX investors before finalizing the report? {$3000.00} more in the report would have put me under 80 % LTV. Attached are links to XXXX recent sales in my own neighborhood, in which some do not have the extra loft space on a XXXX floor like my home. All of these houses sold for way higher that the value of my home on the attached appraisal, and also do not contain the upgrades that I added as well. I do not agree with the appraisal report and are formally challenging it. XXXX XXXX XXXX XXXX, XXXX, FL XXXX {$500000.00} Sold Price XXXX Beds XXXX Baths XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX {$540000.00} Sold Price XXXX Beds XXXX XXXX XXXX XXXX XXXX XXXXXXXX Sq Ft XXXX XXXX Pl, XXXX XXXX FL XXXX {$550000.00} XXXX Price XXXX Beds XXXX Baths XXXX XXXX : XXXX On XX/XX/XXXX, Mr , Cooper acknowledged my dispute with the following email reply : XXXX sent XXXX XXXX. XXXX at XXXX Hello, We received your request to dispute, and it has been forwarded for review. Please allow 30-45 business days for an update to be made. Thank you, Mr. Cooper By XXXX, I received a letter from Mr. Cooper again denying my dispute. I called Mr. Cooper in XXXX and XXXX, requesting a new appraisal, based on additional upgrades to the house, and outlined them. They indicated by letter denying the request stating that my solar system is financed and not to be covered as part of the appraisal. I did not request a new appraisal based on the solar, but for other upgrades documented and paid for in full. On XX/XX/XXXX, I called in and requested a new appraisal due to a new upgrade to the house, which was a Whole home battery backup system at the tune of {$20000.00} that was paid in full. On XX/XX/XXXX, I received a denial letter from Mr. Cooper for the PMI removal, and a new appraisal was not ordered. I called into Mr. Cooper on XX/XX/XXXX at XXXXXXXX XXXX and was transferred to the PMI department. The rep indicated that there was confusion on my new appraisal request, and that Mr. Cooper was asking for proof of payoff foXXXX XXXX XXXX XXXX XXXX explained that this was irrelevant to the new upgrade for the whole home battery backup system that was recently installed and paid for in full. The rep told me to dispute the original appraisal, which I confirmed that was done back in XXXX. Then she said, to write a letter to Mr. Cooper, Advising that the Solar System originally installed and financed is a separate entity of the whole home battery system that was recently installed and paid for in full. Also. was advised to send Proof of installation and later of explanation and a formal letter to request a new appraisal. I indicated to the Mr. Cooper agent, that I requested this on XX/XX/XXXX and that this request was documented on the recorded call into Mr. Cooper as well. I also explained this info on our call today. I am formally sending in this complaint due to the fact that Mr. Cooper hired someone to do an appraisal on my home, significally lower in value then any of the homes in my neighbor, with the same size, and without any upgrades. Also this appraisal was done during a time, where the value given in the appraisal, was simnifically lower then any of the values in my neighborhood, and with proof of home sales provided above. Also, the appraisal did not take in any consideration of any upgrades added to the home that were paid in full. I am also filing a dispute for the fact that Mr. Cooper continues to deny my request for a new appraisal based on recent upgrades done to the home after the original appraisal, which were the following upgrades at a total paid in full amount of {$29000.00}. New Paver Driveway - $ XXXX New Hybrid Water Heater - {$1900.00} New Whole Home Battery Backup System - {$20000.00} Storage Racks in Garage - {$1000.00} Mr. Cooper continues to deny requests and to do their due diligence to order a new appraisal based on current market values. In addition, if just researching my home based on current market values, outside of an official appraisal, they will see that the home appraises well over the amount needed to remove PMI. Mr. Cooper knows this, so they are playing any type of games that they can, to deny new appraisal requests, while I continue to spend money on upgrading my home.
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want paper statements. Since starting this mortgage, I have called 3 times requesting monthly statement. They said in their system that they are sending me paper statements, but I have not received a paper statement. I called in XXXX of XXXX, XXXX of XXXX and today, XX/XX/XXXX. They continue to say I am set up for mailed statements, and I have not received one statement in the mail, except when I call and they send me back statements. They have records of my three calls, and each time they send me the back statements that I did not receive, but the system never sends statements. I want paper statements, I have always wanted paper statements, and I want them to fix the problem, recognize it is an issue, and correct the coding or whatever is causing the issue that I am not receiving the statements. This is a mortgage with my son, XXXX XXXX. The property address shows on the statement. Their system shows statements should be sent to my address : XXXX XXXX XXXX, XXXX VA XXXX. They have confirmed each time that their system shows to send the statements to XXXX XXXX. Neither address receives the statement. The statement should be mailed to XXXX XXXX XXXX, and that is what they have in their system.
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XXXX XXXX stole money from me in cash from my XXXX XXXX XXXX checking account for the mortgage of someone else, he owes me and his company owes me XXXX in cash plus the interest for 15 years because he had the use of the money for all this years and i can prove it. My hard earned money as a teacher and my social XXXX payments went to the account of XXXX XXXX XXXX, his buddies or his associates and they feasted on it. Please return the money is not yours.
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were behind 4 payments with our previous mortgage holder XXXX Bank when they sold our Mortgage to XXXXMr. Cooper. When we contacted XXXXMr. Cooper to make a payment we were told the past due balance had transferred and they required XXXX simultaneous payments before they would allow us to make single payments. It took a couple weeks to get the funds together and it that time we passed over into the following month. When we called to make a payment we were told that they would now require XXXX simultaneous payments before they would allow individual payments. We again took time to gather the funds and contacted them again today to make the payment. They now have told us the remaining 2 months would be divided and added to the remaining XXXX mortgage payments of the year. When we stated we couldn't afford that they told us the only other option would be to file a reassessment of our mortgage but in that time no mortgage payments would be accepted. They keep making it increasingly more difficult to catch up on our mortgage and are leaving out details at every turn.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an email from Mr Cooper XXXX XXXX on or around the XXXX of XXXX regarding changes to how I can pay my mortgage which included changing my due date to meet my schedule. When I called on XXXX to inform Mr Cooper that XXXX wanted to change my due date I was told that I could not change. I referred to the email that I received and was told that they had not sent any emails to me and it was a scam. When I confirmed that the email did come from Mr Cooper I was then told that oh yeah I got it too but it was sent out by the marketing department. I was then told that the only way I can change my due date is to refinance my mortgage and that is why I received the email as part XXXX a marketing plan for the company. I feel the email was misleading and false or misleading. I
Company Response:
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2022, I contacted Mr. Cooper Home Loans which services my mortgage loan to see about having my PMI removed as home values have risen substantially within my neighborhood. At the time, they said I would need to do an appraisal or have substantial improvements. I chose not to act at that time. On XX/XX/XXXX of 2022, I contacted Mr. Cooper Home Loans as I got my tax bill which places my FMV at XXXX, which would mean an appraisal should come in at more than this and put me below an 80 % LTV and allow the removal of PMI. This time, they told me they would not even submit an appraisal without me proving that I had substantial improvements to my home. They could not give me a list of what this included other than things like adding square footage or replacing flooring. I have done improvements in the home but they could not tell me if they would qualify.
Company Response:
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
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: The investigation report did not complete the complaint and/or likewise fix the credit reporting problem by Mr. Cooper for the 4th or 5th time asking to correct what should have never been reported with such erroneous information. This is a VA Mortgage. The credit report states 1 ) The credit report update will state " Paid In Full '' ; it does not state PAID IN FULL. The credit report has an additional information section added stating " Transferred or Sold and " Transfer/Sold/Paid ( From Activity Designator column of the credit report. This section should state " PAID IN FULL ''. 2 ) The additional information added 180 Days or More Past Due, this should be REMOVED IMMEDIATELY. The account was in forbearance during this timeframe due to the Pandemic ( see CARES ACT ), and Mr. Cooper was notified accordingly. Please remove the ADDITIONAL INFORMATION Section on the credit report in its entirety immediately. 3 ) I've attached a copy of the CANCELLATION OF DEED TO SECURE DEBT, STATING ONLY " PAID IN FULL ''. Please report this loan correctly to all CRA that was paid in full on XXXX.
Company Response:
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
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: The investigation report did not complete the complaint and/or likewise fix the credit reporting problem by Mr. Cooper for the 4th or 5th time asking to correct what should have never been reported with such erroneous information. This is a VA Mortgage. The credit report states 1 ) The credit report update will state " Paid In Full '' ; it does not state PAID IN FULL. The credit report has an additional information section added stating " Transferred or Sold and " Transfer/Sold/Paid ( From Activity Designator column of the credit report. This section should state " PAID IN FULL ''. 2 ) The additional information added 180 Days or More Past Due, this should be REMOVED IMMEDIATELY. The account was in forbearance during this timeframe due to the Pandemic ( see CARES ACT ), and Mr. Cooper was notified accordingly. Please remove the ADDITIONAL INFORMATION Section on the credit report in its entirety immediately. 3 ) I've attached a copy of the CANCELLATION OF DEED TO SECURE DEBT, STATING ONLY " PAID IN FULL ''. Please report this loan correctly to all CRA that was paid in full on XXXX.
Company Response:
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
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: Mr cooper mortgage put a negative report on my credit without notifying me of one late payment, no calls or letters was sent to me to remind me of the late payment. I'm on a process of closing on my new home which is suppose to be on the XXXX of this month. Please I want this issue to be resolved because the negative impact they made to my credit score is not fair to me and it's unacceptable. The late payment happened due to miscommunication between I and the representative when I make a payment arrangement with them in XX/XX/2022. The representative that I spoke to did not explain thoroughly to me about the payment, I tot I will start my regular payment in XXXX not knowing that It start in XX/XX/2022.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 55429
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A