Date Received: 2022-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on covid payments. I just wanted and was promised to put this amount at the rear. I can do that. They refused me as an elderly minority woman. I do not want to lose my home
Company Response:
State: CA
Zip: 90047
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: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage was transferred to XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX I had my XXXX XXXX bankruptcy dismissed and worked directly with XXXX XXXX XXXX to complete a modification. In XXXX when Mr Cooper/XXXX XXXX became the servicer of the loan they said the modification would transfer over and payments would continue. I paid my XX/XX/XXXX payment and then when I went to process another payment my account status was changed to modification in progress, I never filed for a modification with Mr Cooper/XXXXXXXX XXXX so I called and was told they were working to the modification from the previous servicer. Over the next month and a half ( from the beginning of XXXX XXXX XXXX XXXX ) I was told we are working on the modification and I was told I have confirmation from a supervisor the modification is approved just wait for the paperwork to be mailed, I was told no need to make a payment wait for modification docs because there could be a payment plan period. Well on XX/XX/XXXX my account updated to say I was behind in payments for XXXX, XXXX and XXXX and the modification was rejected. I was shocked and surprised as I had been assured over and over again the modification was approved and to wait to make a payment to see the trial payment plan. After speaking with a representative for over an hour I said Its fine I will make the payments and get caught up but can I lower my escrow payment as my escrow payment is higher than the principal and interest portion. I was then told I am represented by a lawyer and they can not help me. I said I am no longer represented by a lawyer as that was prior to you servicing my mortgage and the bankruptcy has been dismissed. After speaking to numerous representatives about my modification I am now being told they can not speak to me to help lower the escrow payment because I am represented by a lawyer. I was told to have the lawyer email XXXX with a letter saying they no longer represent me, this has been done more than once and they still are claiming I am represented by a lawyer and cant help me with my escrow. I called again yesterday XX/XX/XXXX spoke to a nice guy and he said they cant spread my escrow payment out over any additional months its currently spread over 8 months and I am asking for it to be spread out over 24 months. He put in a message to have my loan specialist call me back to speak with me further, XXXX XXXX has never called me back and there have been numerous messages left for her to speak with me starting back from the beginning of XXXX with the modification debacle. I was previous told they would spread out the negative escrow out up to 60 months, once the modification was rejected and I asked about the escrow being lowered they suddenly cant help and say I am represented by a lawyer. The lawyer has sent the requested email more than once ( I have proof because i was cc ; d on them ) and my escrow payment is {$1100.00} monthly and my principal/interest is {$1100.00} this is ridiculous honestly. I also have to worry about my credit because of this " modification '' they started and rejected which means i now I past due months. I didn't apply for a modification with Mr cooper/XXXX XXXXXXXX I was told the modification with XXXX XXXX XXXX would just transfer over.
Company Response:
State: TX
Zip: 76009
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: Trouble during payment process
Subissue:
Consumer Complaint: We have an escrow account with our mortgage company, Mr Cooper, to pay insurance and taxes. We received a letter from the city on XX/XX/2022 that the property taxes are overdue. We went to the city in person and they confirmed that they never received the property tax payment of {$4400.00} by looking at their electronic payment records and checks. To avoid further penalties we paid the property tax in person. When we checked our account with the mortgage company 's website it said that the property taxes were paid XX/XX/2022. On XX/XX/2022 we contacted the mortgage company via phone to file the complaint of the missing payment. They promised to get back to us within a week with an explanation. We never received a call with an explanation. On XX/XX/2022, we filed a notice of error through the mortgage company 's error center. On XX/XX/2022, we received a message that issue was forwarded to mortgage company 's Tax Department for completion of investigation on disbursed amount on XX/XX/2022. We have never received an explanation or notice, neither has the escrow account been corrected.
Company Response:
State: VT
Zip: 05401
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Nationstar Mortgage LLC/XXXX Mr. Cooper LLC- We had a bankruptcy 12 years ago and according to our attorney a re-affirmation agreement was never filed by our mortgage lender. Therefore credit information was not accurately reported and Nationstar/Mr. Cooper never filed the agreement as required. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was charged UNLAWFUL interest charges during the financial forebearance and escrow impound in 2020.
Company Response:
State: FL
Zip: 33325
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX, I submitted complaints requiring an error correction to inaccurate payment allocation toward late fees of {$11000.00} stated in lines 81-86 of an internal account history provided to me first XX/XX/XXXX to which Nationstar claimed by counsel they updated XX/XX/XXXX and did not. This matter is a matter of inaccurate data entry indicating a false claim I made 196 late payments by inaccurate payment allocation. Both times, I filed my complaint to you, Nationstar and their counsel never responded and 12 USC 2605 prohibits Nationstar 's failure to correct errors in payment allocation, to which directly and negatively impacts my ability to apply for a residential loan, with outrageous claims by entries in lines XXXX that Nationstar accepted {$11000.00} for 196 late payments, which is entirely untrue, as they originally over collected {$2800.00} which should have been {$1500.00}. Their failure to correct the error is causing a new Motion to Void in XXXX XXXX XXXX XXXX, to which I could barely afford to file in CJ XXXX, attached is the pleading and evidence and the XX/XX/XXXX allegedly updated account detail report that concealed an update wasn't made that doesn't appear well in the pdf of what was filed, that after I filed a Notice of Error on XX/XX/XXXX, they refused to correct the error and still refuse to make legally required corrections to final payment allocation data entry in their internal account history, choosing to cause further litigation in the matter.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home back in XX/XX/XXXX. Since this time we've seen significant market appreciation and I wanted to look into getting rid of the PMI on my loan. I initiated the process with my mortgage servicer back in XXXX and we completed an appraisal with the vendor of their choosing. The value of the property came back evidencing I did in fact have the 20 % equity in the home and my understanding was the PMI would be dropped. I have spent the last 60 days going rounds with Mr. Cooper as they won't drop the PMI but also can't provide an articulate reason as to why they won't drop it. They needed 15 days to research it initially, then another 30 days to look into it again, finally I called again today and they stated no progress has been made, they're unable to expedite and they're unsure of when someone will have any sort of articulate/intelligent response. I was advised I refused to send an e-mail by my 2nd escalation specialist. I inquired if that meant they did nothing for the past two weeks, no action was confirmed. I wasn't permitted to speak with a supervisor as they have a 2-4 turn time for this process. I've acted long enough in good faith with zero traction. XXXX with the escalations refused to call me back XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. When I was successful in getting another representative they lied and claimed XXXX had left me a voice message yesterday which I have since confirmed is not the case. My understanding was was 20 % equity was reached in property, after evidenced by an appraiser of the mortgage servicer 's choosing, PMI is to be dropped immediately. Finally, they're still trying to invoice me for the report despite not being able to utilize said report for intended purposes. I can obtain a copy of the most recent mortgage statement & appraisal if helpful.
Company Response:
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently found out that my mortgage loan was bought by XXXX by mr cooper ( Nationstar ). Who has quite the track record i found out through this entire ordeal. About a month before my homeowners insurance was due i reached out through their electronic system requesting that they pay my home owners insurance as i was getting notifications that the due date was approaching. A few days later i received a message about how it would be taken care of. Around a week after the due date i get an email notifying me how the company did not pay my insurance premium and how i was in danger of loosing my homeowners. After spending hours upon hours on their phone system i was able to submit proof of my insurance, which is doesnt make sense because the last two companys that bought my loan never needed or requested that information. As far as i know you cant have a mortgage unless they have the home owners information on file. Ive found several hundred reviews that this company uses this tactic to get you off your insurance so they can stick you with their more expensive less coverage homeowners insurance, which should be illegal. So far my policy has been closed. The insurance people say they still have yet to receive any kind of payment even though mr cooper swears that the payment was sent out. And now im responsible for any fees, charges regarding lapse of coverage, etc.. Plus i recently had a homeowners claim approved that im scrambling with because the nature of the whole issue does not look good in general.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am hereby requesting a clear explanation as to why you will not correct your error in reporting to each of the credit bureaus that I was late with a payment on my loan. I have attached every payment I made regarding my mortgage loan with your financial institution. I am requesting that you review this information Under the Real Estate Settlement Procedures Act by way of a written request regarding the servicing of my loan. Name : XXXX XXXX Account # XXXX I will show your error chronologically with the following appendix : ( Appendix 1 ) Payment information taken from my account on the Mr. Cooper website. ( Appendix 2 ) Payment information taken from my Bank account ( Appendix 3 ) I received my Welcome package from Mr. Cooper on XX/XX/2022. ( Appendix 4 ) Receipt of Payment made in XXXX. ( Appendix 5 ) Records of each Payment taken from payment activity on website. ( Appendix 6 ) All Statements regarding my loan ( Appendix 7 ) Your denial letter I am requesting that you review the information attached and contact each credit bureau stating my loan service transfer occurred during this time period and payments were made at different intervals and different amounts. This therefore caused an error on your reporting. I am formally submitting this complaint not only to Mr. Cooper Qualified Witten Requests, but also to Mr. Cooper Customer Relations, and to the Consumer protection Financial Bureau. MR. Cooper has a legal obligation to report accurate information regarding my mortgage loan.
Company Response:
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is submitted on behalf of the mortgage borrower by his authorized housing advocate. The borrowers mortgage loan was transferred from XXXX XXXX XXXX XXXX XXXX to Nationstar Mortgage XXXX XXXX Mr. Cooper on XX/XX/2022. The borrower has not received a periodic statement since XX/XX/2022. Mr. Cooper representatives advised the borrower that their records reflect that he filed bankruptcy. The borrower informed them that he has NOT filed for bankruptcy. They refused to address the error. Instead, they said the borrower needs to speak to his attorney if he would like to receive periodic statements. The borrower believes this error may be a result of an incomplete, inaccurate and unfunctional transfer of his loan between mortgage servicers. This error also raises concerns about fair credit reporting, since the borrower has been making each payment on time despite Mr. Coopers record of the loan being in active bankruptcy.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A