Date Received: 2022-09-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I called the XXXX after I purchased a credit report with XXXX on XX/XX/XXXX. After receiving a copy of my report, I saw this UNVERIFIABLE items on my personal profile, I noticed that there was a account NATIONSTAR MORTGAGE on my credit report which are misleading to me. I sent a letter to the 3 credit bureaus XX/XX/XXXX. I believe they have failed to authenticate this account in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). I included this in my last complaint and hoping that this NATIONSTAR MORTGAGE XXXX Date Opened : XX/XX/XXXX Balance : {$0.00} 30 days late will be removed.
Company Response:
State: CA
Zip: 93021
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred from XXXXXXXX XXXX to Mr Cooper in XXXX. All of their written communications said that any payment made to XXXX before the transfer for XXXX payments would be automatically forwarded to Mr. Cooper. I made a mortgage payment for the month of XXXX to XXXX on XX/XX/XXXX for {$840.00}, before the transfer of mortgage took place, with the understanding that the payment would be transferred automatically to Mr. Cooper. It still has not been. In order to pay my mortgage for XXXX through Mr Cooper I had to pay the XXXX mortgage AGAIN since they would not accept payment for XXXX without the payment being processed for XXXX, which XXXX or Mr Cooper still haven't processed, so I have now had to pay my mortgage for XXXX TWICE, which I can not afford. Neither companies is able to help me or tell me where my money is or when it will be transferred.
Company Response:
State: AZ
Zip: 85201
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were forced to sell our family home of ( 40 years ) as a result of actions described in the correspondence below to the US DOJ. During the period of the pandemic we were tricked by MR Cooper Mortgage Company into agreeing to participate in the Pandemic Relief program. Loan # : XXXX -- We did not realize that the company would add over {$35000.00} to our loan amount over a 12 month period. And the company sent fake emails indicating no payment was due as they attempted to foreclose on our home. We have notified the XXXX for the District of Columbia as there has been too many lies and nefarious actions taken against me and may family. Correspondence Forwarded to the Civil Rights Division ( DOJ ) XX/XX/XXXX Dear Gentleperson : I respectfully request your indulgence in helping us discern the current situation where the IRS has taken draconian measures against me in what appears to be retaliation. Briefly, in XX/XX/XXXX I voluntarily provided XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. In midXXXX XXXX, I received a follow-up phone call, e-mail and XXXX XXXX XXXX XXXX ( see attached ) regarding - as stated by the caller the usefulness of my XXXX in developing the COVID-19 vaccine. And I was told the NIH wished to freeze my XXXX in preparation for any future pandemic. Along with a rather strange request that I give oral permission to have samples of my XXXX forwarded to law enforcement. This has to be the most bizarre request I have ever received from a Federal agency. And with my 33 years of impeccable XXXX XXXX, I assumed something untoward was happening. I had no idea that by immediately stepping-up to help in any way to save lives would result in nefarious elements attempting to make my life a living XXXX. ( Please see attached email correspondence ) Earlier this month ( XX/XX/XXXX ), I received correspondence from the IRS field office in XXXX, MD indicating that collection would commence if I did not pay an uncollected tax debt [ by XX/XX/XXXX ] from Tax Year XXXX [ USA : worst economic downturn in nearly 100 years. ] And my Federal annuity was immediately reduced by 25 % on XX/XX/XXXX. We have attached copies of IRS Form 668 ( Z ) Certificate of Release of Federal Tax Lien, dated XX/XX/XXXX. I did not receive any correspondence from the IRS until receipt of the aforementioned collection notice. We believe sufficient documentation has been generated to prove our assertion that my tax identification number was used [ without my knowledge or consent ] to buy and sell real estate in New York State. These actions resulted in the IRS conducting a full field audit covering tax years XXXX. The outcome of the audit resulted in the tax liability that I am again dealing with today. The following was forwarded to the Maryland Attorney Generals Office on XX/XX/XXXX : We have attached correspondence and documentation recently forwarded to the Attorney General of the State of New York regarding the subject real property transfers. We firmly believe that the attached documentation authenticates our assertion that fraudulent transfers of timeshare deeds were done by XXXX XXXX XXXX timeshare resort in XXXX XXXX XXXX. We have attached documentation showing spurious real property transactions that were recorded in the City Register of the City of XXXX XXXX The proceeds from the transactions were reported to the IRS ( IRS Form 1099-S ) using my tax identification number. I have spent countless years providing documentation to the IRS [ and The Comptroller of Maryland ) refuting the income reported via IRS Form 1099-S. And by the grace of XXXX the IRS recently released me from a nearly {$60000.00} tax lien resulting from the fraudulent transfers ( copy attached ). I am at a loss as to why the IRS would take such draconian measures now. And we pray that the tax collection efforts are not related to the events outlined in the attachments. Very Respectfully XXXX XXXX XXXX
Company Response:
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello CFPB, We were under XXXX forbearance with our previous loan servicing company ( XXXX Bank XXXX for 12 months from XX/XX/XXXX thru XX/XX/XXXX and then we called XXXX Bank XXXX XX/XX/XXXX to advise them that we were ready as of XX/XX/XXXX to resume making our mortgage payments and we would like to apply for a loan modification and partial claim on our loan and it was approved and was filed with the Florida XXXX XXXX XXXX XXXX Courts and recorded on XX/XX/XXXX. Shortly after the partial claim was filed and recorded at the local county office, we were advised that our current loan would be sold to a new servicer ( Lakeview Subserviced by Mr. Cooper ) and that everything that was previously done by XXXX Bank would be transferred over to Lakeview on XX/XX/XXXX. Needless to say, since day 1 with this new servicer it's been a total nightmare in trying to get our mortgage loan back to " current status '' so that we may continue making our monthly payments and put this episode of our lives behind us. We have been patiently waiting since the loan transfer in XX/XX/XXXX for this issue to be swiftly handled and resolved by Lakeview but every time we call them on the phone all we get is a different story including they are " still working on the loan modification '' even though the partial claim has already been recorded in the county clerk of courts, we also received a phone call from Lakeview on XX/XX/XXXX to congratulate and tell us that our loan had been submitted for " booking '' and that by XX/XX/XXXX the loan would be back to current status whenever we logged on to their website so we could start making payments again, this did not and hasn't happened yet and we are still desperately waiting on Lakeview so we may continue with our lives. At this point we are even afraid of Lakeview being up to something and us losing our home. CFPB, can you please help us out with this issue asap.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my property in XXXX, Florida and closed on XX/XX/2022. On XX/XX/2022, XXXX XXXX XXXX XXXX " transferred my already paid loan '' to Mr. Cooper and sent the closing loan payoff amount of {$160000.00} to Mr. Cooper. Mr. Cooper refuses to close the loan, has reported me to the credit bureaus as delinquent mortgage payments and is demanding an additional amount of {$8400.00}. Please help!
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have waited for an extended time to place this complain because I have placed numerous call to Mr Cooper ( 7 ), 2 chat calls and have been promised a supervisor or manager would place a call back to me 5 times but none has happen within the prescribe timeframe nor at all. One customer service rep ( I have the name ) has return a call to me 3 times at the expired timeframe to extend the call back time and on the third call today she told me that since her manager has not called me back she was trying to escalate inside Mr Cooper to have any manager return my call. The issues is that I sold my house on XX/XX/XXXX and the closing agent collected funds as directed by the payoff quote plus 7 additional days of interest and forward via XXXX overnight package on that day. Mr Cooper signed for that package on XX/XX/XXXX but never applied the funds to my account. On XX/XX/XXXX I received an email for a reminder that my payment for XX/XX/XXXX was due. I called the closing agent to ensure the check had been mailed overnight and that Mr Cooper had received it. The closing agent check the XXXX tracking system and provided me a copy of the check and the tracking screen dump showing that Mr Cooper had signed for the package on XX/XX/XXXX at XXXX. Closing agent also told me that she had tried to place a call to Mr Cooper but that they would not talk to her. I then called Mr Cooper back and requested how to send the email that the closing agent had given me as proof that Mr Cooper had signed for the package. i was given instruction on how to send. I call back later that day to make sure they had received and attached it to the request to expedite the task. I began to call Mr Cooper talking to several CCR to escalate the issue and each time I was assured that a ticket had been open and I demanded that a supervisor or manager call me to resolve this issue. I have documented each and ever call that I made and action I was told was taken by Mr Cooper. Finally on XX/XX/XXXX I again called closing agent to see if check had been cleared and was told it had not. Therefore I requested that the closing agent reissue the check and overnight the package again to Mr Cooper. Also on XX/XX/XXXX I sent a demand letter requesting 7 action be taken on my behalf such as place a late charge block on my account, block credit reporting on my account, backdate payoff funds to XX/XX/XXXX which was the original date they receive the original check and transfer escrow balance XXXX to my new address which I gave them and also update their system to this address for future communications. I call Mr Cooper back several hours later on XX/XX/XXXX to ensure they had received my email demand and CCR assure me that they had. I again ask for this demand letter and issue be escalated to a manager over the cashiering department. On XX/XX/XXXX I could see that my loan had been paid off by visiting Mr Cooper web site. Since I had not received any call backs on XX/XX/XXXX I entered a chat was was able to receive a copy of my payoff and all transactional history on my account since beginning of time Mr Cooper had serviced my loan. I was able to determine from this transactional history that I had been charged XXXX excess interest, {$100.00} for a late charge and {$30.00} for a NSF for a total of {$750.00}. On XX/XX/XXXX I again called Mr Cooper and finally receive a knowledgeable and responsive CCR. She told me after 25 minutes on the call that she would have to see if she could get the cashiering manager on the phone. She came back on the line after a lengthy hold time to tell me that the cashiering department would not backdate the payoff to XX/XX/XXXX nor reverse late charges much less the NSF. I ask her why since I had sent in proof that Mr Cooper signed for the package on XX/XX/XXXX and not processed the funds on that date. She stated that unless the closing agent had proof that in fact the check was placed in package they would not backdate. I did get her to agree to have a conference call with the closing agent at XXXX. I did call the CCR back at XXXX with the closing agent on the call to discuss. We discussed how ridiculous the request was and that no closing agent that we are aware has recording devises in their office to record each person movement to proof that the closing agent in fact placed the check in the package. Closing agent did state that the check had not showed up in their office and that if the check was not in the package why was the closing agent not called immediately. This CCR did try to get a manager on the phone but after several minutes was told by another person in the office that all mangers were in a meeting and no one could take our call. The CCR did say that she would copy all the documents that I had sent in and documented the conversation for that day and have a manger call back within 24 to 72 hours. I never receive a call back but did get a call call back form the CCR to follow up telling me it would be another 2 days on XXXX, XXXX and today. Today she stated that while she could not get her own manager to call me back she was escalating internal to get another manager to handle the issue. Also I could add alot of other issues like the legal letter I receive did not address all my concerns and also stated that Mr Cooper received it on XX/XX/XXXX when I had confirmed it was received on XX/XX/XXXX.
Company Response:
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
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: When I reviewed my credit report, I discovered that some of the information was erroneous. The 3 credit bureaus must validate this account in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. It is not authorized to fail to validate these reporting accounts as unverified information without providing any proof within the period allowed by law. The account need to investigate and correct from erroneous reporting in my file are listed on my credit report : NSTAR/COOPER XXXX Date Opened : XX/XX/2017 Balance : {$0.00}
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In XXXX of XXXX I exchanged my signature on a negotiable instrument along with using my credit card ( Social Security Card Number ) for a house valued at XXXX XXXX Dollars. I did not know at the time of signing that I was a natural person and a federally protected consumer or that HJR-192 prohibits payment of debt and substitutes, in its place, a discharge of an obligation. I was the only natural person to sign the documents, no one who represents Nationstar Mortgage was present and I also was not informed nor educated about my right to rescind the contract. In XXXX of XXXX I contacted Nationstar Mortgage by certified mail requesting validation of the alleged debt also including a cease and desist letter requesting that all forms of communication with me through any and all mediums cease.and to no longer contact me concerning efforts to collect this alleged debt. I invoked my special remedy demanding Nationstar to Zero out the balance on the account, grant me my property deed lien free and to delete the account from all consumer reports. Nationstar contacted me by email to inform me that that were ceasing communication with me, but has continued to do so by sending me emails and mail through the USPS. My special remedy has not been satisfied. I have sent Nationstar Mortgage over XXXX US Dollars from my bank account and I have also sent in several remittance coupons to Nationstar Mortgage to satisfy any alleged balance owed. Nationstar has either been misreporting or not reporting accurate information to the credit reporting agencies. They have sent information to the credit reporting agencies stating that I am late, when they were instructed to cease and desist all forms of communication with me through any and all mediums. I have most recently been sent a debt collection notice from Nationstar Mortgage stating that I am in default and my loan is currently past due. Nationstar has never loaned me any money so how can it request money. Nationstar Mortgage is requesting I make a payment in certified funds, cashier 's check or money order. Nationstar Mortgage has not honored HJR-192 nor has it honored or dishonored the remittance coupons it has received by certified mail from me and now are demanding additional forms of payment. Nationstar is an habitual consumer violator and are very dangerous to the consumer in this economic environment.
Company Response:
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper paid another homeowners hazard insurance policy out of my escrow account on XXXX and still havent reimbursed my escrow account. I have made 5 phone calls and this still hasnt been resolved. I have a shortage in my escrow account and there is an escrow analysis that will be happening before the end of the month. If this is not resolved my payment is set to increase by approximately {$200.00} per month. I need this resolved immediately and Mr. Cooper has not been cooperative for their error.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hey guys, You are such awesome people. Need your help. In 2022 my tax assessor billed me incorrectly. They would later fix the issue and bill me the correct amount. The initial 2022 tax amount : {$2700.00} The corrected 2022 tax amount : {$770.00} The mortgage company increased my escrow payment to reflect the incorrect {$2700.00} escrow. My first attempt to get help was on XX/XX/2022 at XXXX. I sent a message via in-app chat to the mortgage company to run a new analysis on my property. I never received confirmation that they ran the analysis. 12 days ago, on XX/XX/2022, XXXX XXXX EST, I requested my mortgage company to run an escrow analysis again on the property to correct my escrow being nearly 3x what it should be. Since then, I have reached out via phone, twice via email ( XXXX ) & once via in-app chat. I have received no response from any of the 3 mechanisms except via phone I was told that " I will pass along the information ''. My mortgage company is a wonderful group and has always treated me well. Their support team is very kind. I am happy to be patient, just concerned that no one has even attempted to reply to my email or acknowledge my attempts to give them the correct information. My current escrow balance is {$2900.00} - far greater than the {$770.00} I was billed last year. By the time I pay taxes again, the balance of my escrow may be nearly double that. I have attached a screenshot of the old bill and the updated bill. Here is the URL to the XXXX XXXX XXXX XXXX website with updated info : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thoughts on how we can help fix this?
Company Response:
State: SC
Zip: 29501
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A