Date Received: 2022-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Our mortgage and servicing was sold to Mr. Cooper in XXXX and I was told to make payment ( that would remain the same $ XXXX ) at their website it XXXX. 1. Their website was not functional in time to make my payment after several phone calls so I paid it directly over the phone, 2. ALL of their communication to us has been incorrect. Due to that, we notified them that we would be paying taxes and insurance directly and out of escrow and began doing that in XXXX. 3. We sent proof of those payment via uploading to their website and mail 4. They said they would not accept out of escrow due to late payments ( I have paid every time ON TIME ) 5. Therefore they are now demanding we RE PAY to THEM the taxes and insurance again or they will report us late to credit bureau. I have proof we have made every payment of our mortgage, taxes and insurance on time but they... 6. Reported us late and dropped our credit score from XXXX to XXXX. THAT will impact everything we have worked so hard for.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are " Affected Consumers '' of a Federal Lawsuit involving, Bureau of Consumer Financial Protection v. Nationstar Mortgage LLC, d/b/a Mr. Cooper, case 1:20-cv-03550-JEB , " STIPULATED FINAL JUDGMENT AND ORDER ''. Pursuant to the " Orders '' contained, Nationstar was ordered to notify " Affected Consumer, '' and the Administrators assigned to the escrow distribution funds account are to contact us, inform us on the amount of money to be distributed to us and send us a checkfor payment. We have now and have had ongoing complaints with the CFPB concering violation against us pertaining to Nationstar Mortgage. A look at my complaint history shows the issues that I have had with Nationstar d/b/a Mr. Cooper. Every " Order '' in case 1:20-cv-03550-JEB has directly affected us. I will be contacting Nationstar Administrator and or attorney assigned to this case to find out what happen to our reimbursement as Borrowers affected by the lawsuit concerning Nationstar Mortgage.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX I have tried to stop Mr Cooper from listing a property that was foreclosed on XXXX years ago. Mr Cooper states that although I did not request a loan modification their system has a algorithm that will automatically request a loan modification even though I did not request XXXX. I am trying to support my XXXX children I am on full XXXX and this property has been purchased by another family.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX I have tried to stop Mr Cooper from listing a property that was foreclosed on XXXX years ago. Mr Cooper states that although I did not request a loan modification their system has a algorithm that will automatically request a loan modification even though I did not request XXXX. I am trying to support my XXXX children I am on full XXXX and this property has been purchased by another family.
Company Response:
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2022-08-29
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: I purchased two properties in XXXX in the Virginia area. My loan was sold to the Mr. Cooper Mortgage Company. The transaction was uneventful and I did not miss any payments. In XXXX, I received a notice from the Mr. Cooper Mortgage informing me that I did not have insurance on the properties and that they would be placing forced insurance on the properties. My insurance company, the XXXX XXXX XXXX XXXX, provided proof of insurance for the second time and I attempted to make my regularly scheduled payment. The auto- pay system on the Mr. Cooper site would not accept the regular payment and forced me to make a double payment under protest. Their system erroneously said that I was behind in my payments. Despite the double payments being made, they monies were not applied. Several months later, the overpayment was refunded to me. However, the false information still reflects that the payments were unapplied. It is worth noting that despite these errors in XXXX, I did not miss a payment. In XXXX, I received a notice from Mr. Cooper informing me that my insurance had expired in XX/XX/XXXX and that they were placing forced insurance on the properties. I provided proof of current insurance and made a payment via the online services. The next month, I received a second call from the mortgage company indicating that I did not have proof of insurance. I again notified my insurance company, XXXX XXXX XXXX, and was informed that the Mr. Cooper Insurance Company had been provided proof of my coverage in XX/XX/XXXX. My insurance company again, provided proof of my insurance for a third time. I attempted to make a payment and was alarmed to see that Mr. Cooper now claimed that I owed over {$30000.00} in mortgage payments. Despite the fact that I provided proof for a fourth time and never missed my regularly scheduled payments, i am still receiving harassing phone calls from Mr. Cooper claiming that my payments are in arrears. I accessed their electronic system on XX/XX/XXXX and this incorrect information is still reflected. My supporting documents have identifiable information such as my loan number and name. I will gladly submit this information to you upon your request.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First, we wish to thank XXXX - Mr. Cooper for responding to our earlier posted shares of our experience and process in striving to keep our loan functioning. This shows the effectiveness of this protection bureau. A Mr. Cooper manager reached out to us by phone and did the right thing! In late XXXX XXXX of XXXX, They coordinated an adjustment to our loan situation that allowed us to defer payments for 10 months or pay per month at our discretion while we worked out the details on paying the amount Cooper had demanded. Please remember that we had been promised deferral on the full amount of the forbearance from the beginning, and Mr. Cooper had put us in the difficult position by then going back on that pledge. They had communication clarity issues with our specific lender bank, and would not honor their promise but just made the demand with threat of foreclosure. This is all detailed & recorded in written communications. To continue with news of the adjustment the Cooper manager made this past XX/XX/2022... They gave us time to consider the details, got it all worked out, and when we agreed to the loan adjustment they sent us a formal notification that it was engaged and these were the new operating terms. We were thankful and relieved as we were now treated fairly by Cooper, and in good faith. This was after our 2 formal letters explaining the issues that their corporation had produced, and our communication with CFPB ( Consumer Financial Protection Bureau ). When we phoned in to make the monthly payment for XX/XX/2022, we were notified that the adjustment to our loan was no longer active! Yes! Try to understand this, they simply reneged, and removed it from their system, AND DID NOT NOTIFY US. We were unaware of this second reversal of promise by XXXX - Mr. Cooper. We sent them a 3rd formal letter on about XX/XX/XXXX, requesting the reinstatement of the formally and professionally agreed adjustment agreement. We have just heard back after about 20 days that while they acknowledge the error, they are unwilling to reinstate the agreement, and along with this notice they included an updated demand letter threatening foreclosure again. We are grateful that our engagement of CFPB worked the first time, and that Mr. Cooper did the right thing. Now we are back and sharing this continuity of their confused misrepresentations on account of their backing out of the remedy solution which worked so well. Consumer Financial Protection Bureau is truly needed in attempting to sort through the difficulties XXXX - Mr. Cooper is demonstrating at this time which has proven difficult for many corporations.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My prior mortgage service XXXX sold our loan to Mr. Cooper. We have asked multiple times to change our payment date from the XXXX to the XXXX to best align with our pay cycle and were told no, but as long as its in receipt by the XXXX its within grace. So we have paid on the XXXX of the month. Every month we are receiving reminder calls and this past month they called daily, even twice a day about the payment even after it was scheduled for the XXXX on their online payment portal. This is XXXX inducing and an inappropriate collection practice, especially when the payment is already set up to be pulled from my account through their website.
Company Response:
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions, 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The homeowner was approved for assistance in the amount of {$26000.00} to cure the default through the Maryland Homeowners Assistance Fund while this loan was still held by XXXX XXXX XXXX. XXXX XXXX XXXX then sold the loan to Right Path Servicing, and they stated that they have not received proof that this money was received or that there was a payment made by the state of Maryland to cure the default.
Company Response:
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To begin I was unwilling serviced transferred to Mr cooper mortgage company effective XX/XX/XXXX. I begin attempting to set up bi-weekly automatic withdrawals set up online via the app. I immediately noticed they treat consumers differently if you want to set up bi-weekly withdrawal because for some reason they targeted this and only allow an easy process if your willing to set up a monthly withdrawal process. I call to see if there is any issues with online app such as a one time error perhaps. I was notified I have to complete my request in writing via a h forms and the process could take 30 days or longer. This initial interaction was on XX/XX/XXXX and I have a huge problem with this lender targeting consumers who want to save money on interest with the Bi-weekly withdrawals. If Im allowed to set up a once a month payment withdraw easy and painless on line why make it so difficult for a bi-weekly set up? The only conclusion I have is because the lender is completing predatory acts that should be illegal. They hope to make the process so long and cumbersome that we just forget about it and pay them all the interest over the life of the loan. I than submitted the request same day XXXX with the signed authorization form but I did make an error and was notified I failed include the voided check rather quickly on XX/XX/XXXX. I resubmitted the information on XX/XX/XXXX including the signed authorization form and the voided check. I receive an ach rejection letter via email on XX/XX/XXXX indicating I failed to include a signed authorization form when in fact I did. I call first thing in the morning XX/XX/XXXX to express my concerns in which I am escalated to an escalation team member who I confirmed is not a supervisor basically just another TM telling me I have to complete the process all over again. In addition this escalation tm notifies me the reasoning on the letter I received is wrong and it was truly rejected because the voided check is not visible basically saying I cant trust written communication received form the company. My hope at this point was to speak with a supervisor or someone in leadership but I was told leadership is. It available that she would submit a request for someone to call me within XXXX business days to discuss but I would have to start the process all over again. I dont believe to be blowing this out of proportion. I dont think any consumer should be yreat d differently because of how we elect to make payments. Making it easy for one consume to pay that is going to pay max interest to the company gs making someone jump through hoops to save some interest over the life of the loan. This process is flawed and the fact the process for mr cooper is that no leader will speak with you same day on an urgent matter directly reflects what this company thinks of clients. I wish I would have never been service transferred to this company and hope no other customers are treated this way simply because we are tying to do what is in our best interest. Furthermore I am trapped against my will with this company as interest rates have skyrocketed and refinancing would make my mortgage unaffordable. The money I would saved if I was allowed to set up my bi weekly automatic drafting may not be a lot to mr cooper but to me its a ton. Please look into this UDAP violation and ensure they allow all consumers to set up payments how they like quickly and easily online and not target who based on payment election preferences. They should give me interest for the violation and targeting!!
Company Response:
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A