Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Right after Covid started. I went on a forbearance with my Mortgage company. At the very end of my forbearance we decided to do a loan modification. This was in XXXX of 2022. After 4 different attempts to send them back all the necessary paperwork notarized to finalize the deal they finally accepted it. All three of the first three attempts that had to be resubmitted were errors by XXXX XXXX. Not errors by me. So from XXXX when the process started until the beginning of XXXX after the fourth time sending everything in it was finally accepted on their end. After trying for a couple months to sign into their website to navigate and learn it I was finally able to in late XXXX. In the midst of all this XXXX XXXX sold my Loan to a company called Right Path servicing. It wont let me navigate certain things and wont let me make any kind of payment. My biggest concern is that at the top of the website when i sign in, it says account under review by underwriting. It also says that once all notarized papers are processed the account will be unlocked as soon as everything passes. Thats kinda strange to me because they accepted the modification in XX/XX/2022. The reason it took over 5 months to get everything worked out is because the first three times they sent the packet to me it was wrong and all were errors on their end. And now we are in XXXX and it still says that I cant make any kind of payment on my account and that all my stuff is being reviewed 9 months later. They have been calling me every day for the last 5 months telling me the same thing everytime, that they are a debt collector, etc, etc. I always ask them the same thing. Why is my paperwork still being reviewed 8-9 months later? Nobody can give me an answer at all. I refuse to make my payments that were slated to start on XX/XX/XXXX, because nothing is finalized on their end yet. Its strange because my payment went up and so did my mortage rate as well.Im honestly contemplating doing a refinance with a different company just to get away from this company all together. Before Covid i made all my payments on time and never had any issues. I fell on some hard times and it is what it is. I would really like to see what my options are please. I really dont want to lose my house. I can make the XXXX, XXXX, and XXXX payments if needed but I just dont know why the papers are still being reviewed after all this time. Please help me with some options. Thanks and Have a good day.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper Mortgage Company failed to pay insurance premiums to XXXX homeowners insurance from my escrow account. My home has been uninsured since XX/XX/XXXX because of their refusal to pay the premiums which caused XXXX to cancel my policy. XXXX will not issue a quote until Mr. Cooper pays the existing balance, which they state will take up to 3 days.
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage, LLC D/B/A Mr. Cooper sold my home while I was still in the home XXXX XXXX XXXX, XXXX XXXX TN XXXX XXXX Loan # XXXX, XX/XX/XXXX. I received a eviction notice XXXX XXXX and I filed an appeal in XXXX XXXX Court, XX/XX/XXXX. I was illegally convicted and sent to prison XX/XX/XXXX, and got out on probation XX/XX/XXXX. I would be homeless if it was not for the VA. We had a second mortgage with the XXXX XXXX XXXX that was tied to our business XXXX XXXX XXXX XXXX XXXX We bought a XXXX XXXX XXXX with the money from the second mortgage and the XXXX XXXX has the title , I think, I have not been able to find which dept. has it at this point, but I am in possession of the truck. Mr. Cooper has not got in touch with me nor has they paid me any money or sent any document to me to sign, I have been in the home from XXXX XXXX to XX/XX/XXXX. They has also left an homeowner 's bill with my insurance coXXXX XXXX XXXX I am filing a civil complaint with the circuit court XXXX XXXX Tennessee. Could your dept please investigate this illegal action for me. Thanks
Company Response:
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing a complaint in regard to a situation I currently find myself in with regard to my VA loan with Mr. Cooper ( Nationstar Mortgage ) and payments sent to them five weeks ago from XXXX ( administered by the Florida XXXX ). I have been awarded both past due and forward payments through the XXXX program in Florida. I submitted my award letters dated XXXX XXXX to Mr. Cooper XXXX XX/XX/XXXX I have been told by the Florida XXXX that funds were sent to Mr. Cooper XXXX XX/XX/XXXX, Two checks were sent together, one to cover the months of XXXX, XXXX, and XXXX in the amount of {$3400.00} and another in the amount of {$1100.00} for the month of XXXX. I confirmed that they were sent to the right address and had my correct mortgage loan account information on them. According to the Florida XXXX, both checks have cleared their bank. However, only one ( {$1100.00} ) has been posted to my mortgage account with Mr. Cooper. I have contacted customer service agents at Mr. Cooper repeatedly from the moment I received the award letters to as recently as yesterday. The only explanation I get is that they are processing payments as quickly as possible. However, there is no timeline on when the payment will be posted and I have been repeatedly reported as 90 days late to the credit bureau, despite the fact that the payment has been received and deposited by Mr. Cooper but not applied to my account. To add insult to injury I am getting multiple copies of a payment demand letter from Mr. Cooper in the mail every day demanding that I make full payment in the amount of {$3500.00} to avoid foreclosure proceedings. At this point, I have no idea what I'm supposed to do. I should not have to come up with {$3500.00} when the money has already been received by Mr. Cooper. Nor could I even do that if I had to. I had XXXX five years ago and the medical costs associated with that wiped out any savings we had. Add in a pandemic, other ongoing medical situations, and underemployment, and we just do not have the ability to make a large payment like that. If we could, we wouldn't have to rely on the XXXX program. This whole situation has added a lot of unnecessary stress to me. I sent an email to XXXX XXXX ( after being given her information as a contact for this matter ) at Mr. Cooper requesting that their " state fund assistance team '' please apply the funds to my account, but the only response I received from her was to say that she would forward it to the XXXX department for processing. Three weeks later I'm still waiting ......
Company Response:
State: FL
Zip: 33990
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing and standing in the gap for my mother who is unable to stand up for herself. She got her mortgage in XXXX. Someone sold her mortgage to Mr. Cooper and started her payments over with a new mortgage. Someone walked away with {$100000.00}. My mom is having health issues and is unable to make complete payments on a mortgage that we believe is almost fully paid. Please let me know what the next steps are to get justice and see that Mr. Cooper and Nationstar are held accountable for stealing from the elderly. Also, her signature is forged and her name is misspelled on the signature line. Thank you, XXXX
Company Response:
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I was offered a forbearance plan by XXXX XXXX who is a subsidiary of Nationstar Mortgage I was told at the end of the forbearance period I would be eligible for a repayment plan, payment deferral or a loan modification I specifically asked would I have any problems at the end of the forbearance period to qualify for any of these options I was told No I would be eligible for at least one of these options At this point I agreed to the forbearance. On XX/XX/XXXX, my forbearance was over and I owed Mr. Cooper {$120000.00} XXXX immediately asked for my options and I was told I do not have any options available and I would have to pay this amount in full. I was heartbroken because they lied to me and there was no way I had this amount to give to the mortgage company at that time. I was told I was not qualified for a payment plan or a payment deferral but I could apply for a loan modification. On XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XX/XX/XXXX I applied for loan modifications and I was denied every time for the same reason which was I would have an Insufficient monthly payment reduction. I applied for the loan modification every month because that is what I was told to do by the representatives at Mr. Cooper. They did not advise me at this time that I was denied for the same reason I am just finding this out today The underwriting department has rejected every option that was eligible for I have called Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XXXX to see if there are any other options besides FORECLOSURE OR A SHORT SALE that I can qualify for and I was told No. It seems to me they are not interested in working with me to resolve this matter all they want to do is take my home from me. I have Stage XXXX XXXX XXXX raising XXXX children and everyday is a struggle I would have never agreed to a forbearance if I knew that this was going to be the outcome. I can not sleep at night knowing that me and my children might be homeless and I am going to lose my house that I have worked so hard to keep during this trying time in my life. I never was told that these options were AVAILABLE I was told that I would be ELIGIBLE to take at least one of the options that will be offered to me. The resolution that I am looking for is for Underwriting to look at my account and come up with some type of plan to help me stay in my home. I have funds to apply to my account because I was saving the money I could for my mortgage during the pandemic I just do not have {$19000.00} The HAF is closed in my state of New York and we do not have a date on when it will open back up but I am on the waiting list for HAF. The amount that was owed when the forbearance was over in XX/XX/XXXX was {$120000.00}. Why is it that I am responsible for {$19000.00} I should be able to have an option to repay {$120000.00} because that was the amount that was due at the end of the forbearance. At this point the amount is not the issue it is the options that are available to me that is the issue I would like for Mr. Cooper to stand on their word and offer me a resolution besides a FORECLOSURE or a SHORT SALE I tried reaching out to Mr Cooper more than enough times The time I am spending on this mater is highly overwhelming and is causing lot of undue stress in my life The representatives for this company gave out false information about the forbearance process and now I am the one paying for their mistakes and now I might lose my home That is beyond unfair practices that they are doing at Mr. Cooper Can you please assist me with this matter Thank You
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX I contacted Mr. Cooper about closing my escrow account since am eligible to do so. A supervisor said that she entered the request in the system. I called several times after because I didnt see any movement in my mortgage account. On XXXX, I called back and was told that I couldnt because the loan to value ratio was at 80percent. I demanded a recount as clearly it was an error. Then they stated that I filed for a modification which I never did. Now i wonder if they are adding erroneous documents in consumer files. Then I was told ok we need to send you documents to sign before we can refund your escrow money and close the escrow account. I let them know that I was previously told that a couple weeks back. This is the second issue with this company attempting to hold my money or post funds in ways that benefits them. The last issue in XXXX, they took a large sum sent to be paid all to principal and made an advance payment which gave mr cooper more interest than entitled to. I had to fight to get that corrected. Please pull this companys reviews as many other consumers are stating that they are having similar issues. This company should be investigated for fraud because too many consumers are being affected
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home mortgage was sold to another company ( Mr. Cooper ) without any input from us. Shortly after the mortgage was sold, I signed up for electronic delivery of all communications in an effort to be green. The terms I agreed to, which are still on the web site, read : " By registering for paperless delivery, you agree to receive all account communications electronically. '' At some point in the last year the mortgage company did not have adequate proof of insurance, although they had my mortgage company on file, as well as the policy information from the previous year. Rather than reach out to the insurance company or send me an email ( as the terms stated they would do ) they claim to have sent several letters via USPS demanding updated proof of insurance. I did not get them, nor was I looking for them since I had already agreed to receive all account communications electronically. Without action on my part, they began auto-withdrawal of several thousand dollars from my checking account to cover the insurance that they decided I needed. I noticed the larger amounts and saw a recent letter they had sent ( again via USPS ) with a reminder that there was lender-placed insurance on my account. Only with the help of my insurance agent did I learn that they had been overcharging me, and now I am wading through the mess of trying to get the funds back. They acknowledge the error, and will put the money in my escrow account, then once the money is there I can request a check from them. It is absurd to me that they can ignore the terms of their own agreement, change the amount debited from my account without my consent, then hold my money hostage until they clean up their own mess. I pay them interest on the money I am borrowing from them, it seems only fair that they should have to repay the money they took from me with an interest penalty. None of the agents I have spoken with think this is even a remote possibility. Assistance would be greatly appreciated.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 from Mr. Cooper, XXXX XXXX, Negotiator I wanted to let you know the Appraisal as of XX/XX/2022 is $ XXXX. I see the current offer is around XXXX likely will not be accepted by the investor, is the buyer willing to increase their offer? Thank you. This is the same issue my previous Servicer, XXXX XXXX XXXX ( loan # XXXX ) attempted requesting {$250000.00} minimum purchase price which I argued not in view of the ( XX/XX/2022 ) {$110000.00} Appraised Value ( see attachment ) you also received when my loan documents was transferred to you. I was notified of this transferred event XXXXXXXX XXXX. You then requested your Field Inspector, XXXX XXXX ( XXXX ) to do a internal & external inspection which was completed on XX/XX/2022, XXXX. XXXX XXXX also stated he was only to take pictures with no valuations, comparables, etc. which made no sense to my realtor, XXXX XXXX, XXXX XXXX XXXX Properties ( mobile XXXX ) nor to me. This is obvious a second attempt of CONSPIRACY to defraud me dating back to ( XX/XX/2022 ) compelled me to file this Compliant if not resolved I will escalate of all Parties involved : XXXX XXXX XXXX, Mr. Cooper, RighPath Servicing, XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX including XXXX, XXXX, XXXX to : 1. Maryland Attorney Generals Office 2. XXXX XXXX XXXX XXXX told me I need to submit a Privacy Act Form before they can pursue my Case, 3. Investigation Teams : XXXX 4, XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX My attorney ( to be determined ) 5. Donald Trump, would to sink his teeth into this XXXX XXXX XXXX woman being taken advantage of by ( 3 ) Bank/Loan Servicing Companies .
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FOLLOW UP DATE REGARDING THE SALE DATE. SCHEDULE FOR THE XXXX TH OF XXXX. ON OUR HOUSE LOCATED ON XXXX XXXX XXXX XXXX XXXX CONNECTICUT XXXX. Loan # XXXX SIR/ MADAAM. You requested that we keep you informed regarding this case. Mr Copper has requested documents to do modifications on our mortgage loan. Like you see just on the XXXX XXXX the bank requested additional information. The sale date is scheduled for the XXXX of XXXX. We requested an extension of the sale date to allow time to finish the loan modification. See the email sent by the bank through there lawyers. Refusing to extend the sale date. We are appealing to your office to intervene on our behalf. We need to get extension. So that the modification to be completed. We no that we updated you on this last week. However we are sending this update because of the email received by Mr Coopers lawyers today. In hope that you will intervene for us Thanks in anticipation. XXXX XXXX XXXX and XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX Connecticut XXXX.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A