Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently paying PMI on my house. Mr. Cooper -- my loan servicer -- told me that PMI would be removed ( at my request ) once I had paid off 20 % of the loan. In fact, XXXX XXXX, who currently holds the loan, lists that as the necessary requirement for having PMI removed. When I hit 20 %, I immediately contacted them. I was told the house needed to be appraised again ( this is NOT a requirement by XXXX XXXX -- they say it can be based on the original value ). Regardless, I went ahead and said yes. I was told an appraiser would contact me. The appraiser never followed up. I contacted Mr. Cooper today and was told my loan was reviewed and there decision was to not remove PMI. This was based on " no evidence of substantial improvements. '' I was never informed of this decision. I was NEVER asked to show any evidence of substantial improvements or show any documentation. We have made significant improvements on our home. Even with that aside, we have still paid off 20 % of the original price so there's no reason we should have PMI on the loan. At this point, Mr. Cooper is charging me and having me pay money for something I shouldn't be paying.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I have not lived at this address in over 20 yrs. When my divorce started. I moved out in 2001. I live at a XXXX for the XXXX and XXXX. I've lived here 12 yrs. They refuse to change my address to the current one. Even though they have called me on my cell phone which I've had with the same number for 12 or 13 yrs. They refuse to update my phone number as well. I signed the deed to the house over to my ex wife 20 yrs ago. The judge ordered her to get my name off the mortgage 20 yrs ago. I have all the court documents stating everything I've told you. In 20 yrs I've never received not one piece of mail concerning the house in question. I've asked them to mail me copies of anything pertaining to the house they refuse. What more can I do. I have one credit card I've never missed a payment or been late. This whole ordeal is XXXX me XXXX XXXX
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have atttached backup of my complaint. XXXX my escrow balance was {$660.00} Nationstar Service . Nationstar became Mr. Cooper. We paid full escrow {$160.00} for 8 months {$1900.00}. Mr. Cooper no longer transparent on escrow balance on statements. Mr. Cooper without my authorization paid home insurance bill twice with 2 different amounts. I called up and opted out of escrow. Then they in error just opted out of RE taxes so I called again and said all was opted out. Finally got full opt out but now they are not refunded the monies due us on the escrow balance they were holding.and refunded only {$190.00}. Contacted them again and the people that look at the account have no knowledge of the balance they are holding just the current year analysis and never look at beginning balance. They claim they sent a check of {$110.00} XX/XX/XXXX but we never received it and I asked what address it was sent to and he couldn't answer and just said that is all the balance left in escrow. I show they owed prior to the refund of {$190.00} they owed {$280.00}. You can never talk to anyone who knows anything about basic accounting. Did Nationstar not transfer all the monies to Mr Cooper? Who knows But they still owe us a total of {$280.00} as we never received the check they claim they sent {$110.00}. There is no way to look at the account and see what they are doing. Nationstar was always transparent with the escrow account. What do I do now? I wrote them a letter complaining but all they did was sent a letter acknowledging they receipt of my letter. There should be a full audit of this company
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transfered from XXXX, to XXXX XXXX XXXX and then to ( my current ) Mr Cooper. On XX/XX/XXXX, I made XXXX XXXX payment to XXXX XXXX. I soon after received a notice that loan was being transferred to Mr Cooper and that payments made up to two weeks before XXXX would be forwarded to Mr Cooper. I tried to make a XX/XX/XXXX payment with Mr Cooper on XX/XX/XXXX but Mr Cooper said my account would not be set up until XX/XX/XXXX so I made the payment to XXXX XXXX to avoid any late payment on XX/XX/XXXX. On XX/XX/XXXX I made my XX/XX/XXXX Payment to Mr Cooper. I was then notified that I had missed a payment ( the XX/XX/XXXX payment that went to XXXX XXXX ). I have called them at least 10 times to get this corrected I have exchanged several emails with them ( Mr Cooper ) I have sent them PDf from my bank checking account showing that they ( or XXXX XXXX ) got the money from my account. They agree that they got the money but THEY CAN '' T FIGURE OUT WHAT THEY DID WITH IT so they cant correct my account until they find they error.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We applied for a government loan modification and because they approved a repayment plan we were denied for the loan. The repayment plan is way beyond our means requesting a monthly payment of {$990.00} plus additional payment of {$860.00}. Mr. Cooper ( We fell behind with payments during my husband 's XXXX XXXX and recovery ) I requested a copy of the check that they actually paid for said property. Instead I was resent all Mortgage Paperwork. I have given them until XXXX XXXX to produce this copy of the check. We are maintaining that the repayment plan and mortgage itself used misleading or unethical tactics to persuade us to take out a loan not in our best interest. We are seniors age XXXX & XXXX. We live mainly on Social Security Income. I am sending a letter of appeal to them by Certified Letter.
Company Response:
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: the mortgage was transferred from XXXX XXXX XXXX to Mr. Cooper in XXXX as the new mortgage servicer and all monthly were made and the account is up to date. As such Mr. Cooper without my knowledge obtained the property tax records and added the {$1300.00} tax amount for this year to the mortgage escrow impound. Resulting in the mortgage payment increasing from {$890.00} to {$1200.00} beginning XX/XX/XXXX. Note : ( this home maintained a Homestead exemption due to the previous owner XXXX it was afforded a tax exemption so taxes were not paid ) This new payment exceeds my ability to continuing paying the mortgage. Funds to pay the taxes had been set aside and available since XX/XX/XXXX of which I have the responsibility of paying not Mr. Cooper. I have not been able to get a resolution to this issue as Mr. Cooper agents have claimed that I am not an authorized person on the account to access information on the Escrow question and therefore are not able to discuss any account details with me. The Letter of Administration for the Estate issued on XX/XX/XXXX from XXXX XXXX XXXX Court was sent to previous mortgage servicer ( XXXX XXXX XXXX ) in XXXX of XXXX but apparently was not included in the account records received according to Mr. Cooper service representatives. The Letter of administration was emailed to Mr. Cooper on Tuesday XX/XX/XXXX and again today with additional clarification as to why they were sent to MR. Cooper. I am not in a position to pay a XXXX monthly mortgage payment going forward, I gave Mr.Cooper until Wednesday XX/XX/XXXX for access that they are withholding for and providing an answer on my request correct the Escrow analysis by removing the {$1300.00} tax amount as they are not authorized to collect and pay the taxes. As noted the funds to pay the taxes have been available since XX/XX/XXXX.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX sold my mortgage to Mr. Cooper. The promise was that all payments of the mortgage would remain the same. As a result of an error on XXXX, there was a negative balance sent to Mr. Cooper. As a result, XXXX sent a check to correct this to Mr. Cooper on XX/XX/2022. The check number that was sent was XXXX. This balance was subsequently never corrected on my mortgage, and I pay more every month than I am supposed to. I have called Mr. Cooper every month for the past 9 months to correct this, however they have been unable to.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I received a call from XXXX about my homeowners insurance that was being cancelled, XXXX stated they have not received a payment. I told them Im in escrow and my mortgage company pays my insurance. XXXX advise me to contact Mr. Copper XXXX my mortgage company ) I called Mr. Cooper mortgage on XX/XX/2022 at XXXX, I spoke to a representative that was in the insurance department, she stated that XXXX had failed to send the renewal paperwork so that can see what the balance is going forward. She stated they tried to contact them on XX/XX/XXXX, XXXX, & XXXX. The Mr. Copper representative said she can call right now to get in touch with an agent. She placed me on hold ( 5 Minutes later ) she returns to the line and stated they would not let her speak to a live agent. That it directed her to the website for more assistant. I asked what time do the close for the night, she said XXXX EST, I told her I will reach out to XXXX and I will call back. I called XXXX back, spoke to a superior, XXXX stated they sent the document via IET ( Internal electronic transfer ) on XXXX XXXX. And then sent it by mail. The stated they have not received any phone calls from the mortgage company on XXXX XXXX, or the XXXX. If a mortgage company contracted them, they would not advise them to go to the website. I called Mr. Cooper mortgage back, I spoke to a customer service representative that stated there was nothing wrong with my account, that everything is updated and paid for. I informed her I just spoke to the insurance department and they said something different. I asked several times to be warm transferred to the insurance department so I can speak to someone there. She stated that the insurance department was a third-party company, and she can only cold transfer me. I stated I called earlier, and a customer service representative warm transferred me over. She wanted school me on how mortgages and escrow worked, and told me that I was lying, that I told her a different story and that once again that my insurance is not cancelling and that the amount was paid in full. I asked to speak to her supervisor, she stalled for five minutes letting me know once again that I was wrong. She warm transferred me to her supervisor, the supervisor heard my story from the beginning until I was transferred to her. She stated that customer service was total incorrect, that the account is past due, that there is a issues with my homeowners insurance. She warm transferred me to the insurance department. Apologies for the pervious representative miss handling of my call. The representative for the insurance department started to reiterate that XXXX was doing their job that they received no documents. I told her what the representative for XXXX said and gave her all the information. After a back and forth she asked how much did the renewal cost. It was XXXX She placed me on hold, a few minutes later she said she send out the payment so everything should be okay. Apologized and released the line.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my home is being foreclose on with fraudulent assignments. All of companies listed in the chain of title are all robo signed. AURORA WAS SOLD IN XXXX the last assignment was transferred by XXXX is clearly fraudulent. the XXXX XXXX sold and traded millions of fraudulent loans and my loan was one the millions The accounts numbers were changed alternation of the contract is voiding the contract signed in XXXX. This loan was apart of the global wide settlement act with the USA department of justice. I mailed 2 QWR and a debt validation letter neither have been answered
Company Response:
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over the past several months, I have had to regularly contact mr. cooper to fix their mistakes. mr. cooper claimed to send me correspondence that I never received and threatened to convert me to an escrow on two different occasions. mr cooper failed to get proper documentation from my previous loan servicer and made me provide additional information. I understand incompetence but it felt like a ploy to extract more money from me that I did not owe. Approximately a month later, mr cooper threatened to convert me to an escrow account again because I allegedly didn't pay a tax. My title insurance came back clean but mr cooper gave me short notice to resolve a rather complex issue. Multiple employees told me I should just pay the money that I did not owe, which feels shady and underhanded. After doing all the leg work and provided the documentation, I was told I would receive a call that everything was okay. I had to call them again. Finally, mr cooper regularly sends out marketing materials that state " Final Notice '' and make me feel on edge. This also feels dubious at best as they are trying to trick consumers into optional coverages and features, again in an attempt to extract more money that they are not owed. Additionally, I have allegedly opted out of their shady marketing campaigns and still receive them. I just feel like this is an underhanded company that is intentionally misleading and does NOT have the consumer 's best interest at heart. This is coming from someone who has never been late on a payment and always pays on the first of the month with XXXX.
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A