Date Received: 2022-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: National Mortgage LLC ( Mr. Cooper ) funded my mortgage in XX/XX/XXXX. Since then I have always made my monthly payments in the amount of {$2900.00} ( {$820.00} a month goes to Escrow ). Last year my Escrow, managed by them, paid my insurance but the premiums almost doubled, so I canceled that policy and got another cheaper one. The Escrow paid the second policy as well. As soon as I got a refund from the first policy, I paid it over to the Escrow, the payment completely zeroed out the Escrow deficit. Unfortunately, the mortgage company can't get their records straight. They are still calculating my required Escrow balance to ccomodate both insurance premiums. They send me troubling letters and keep offering me government help and arrangements to postpone my mortgage payoff. I keep calling them and explaining that I'm current on my mortgage and they are making a mistake. But they won't fix their records. Eventually I got a letter, dated XX/XX/XXXX that I'm in default. My records show that my current Escrow balance is underfunded by {$170.00}. They claim I owe {$7600.00}.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ian exiting forbearance and was approved for state grant it was approved and sent to my servicer Mr Cooper and they say they have yet to receive and this after I was approved for a loan mod that they sent with someone to my house only to deny the mod the next day I am now behind on my payment yet again because of this
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 636XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During 2020 I applied for mortgage forbearance, I was originally with the company Nationstar who was given to my mortgage by XXXX. I was impacted by XXXX and used the protection to stop payments for 12 months, at that time I chose to take advantage of the veterans option to have a loan modification process that would allow me to put those payments at the end of my current loan. It was initially processed through Nationstar and I received a notification that I would be receding documentation and mail that would describe the process and became the information about the change to the loan. No documentation was ever sent to my address, no documentation was sent to my e-mail, no documentation was sent to my XXXX account. Months later I checked my accounts and found that not only had they not applied the covid 19 relief, but that they were now rejecting the original application due to non-payment. During this time I had received no contact with them regarding the status and not a single document showing that there were any issues. Their website clearly stated that I did not need to do anything and that I would receive paperwork in the mail about the next steps. No paperwork has ever been received. I spoke to another representative at Nationstar at that time and explained the issues I had with the online process. That rep explained that they would re-initiate the process and allow me to make a payment to get up to date. I confirmed that I would receive another callback from the rep and that I would receive paperwork in the mail detailing the process and forbearance program that was applied. None of that has occurred. The company Mr. Cooper was then passed my loan. I have explained the same situation to Mr. Coopers representatives. Nothing has been done on my loan from Mr. Cooper either. I have no documentation showing that I have received approval for COVID-19 relief from them, or that they have contacted the previous company to confirm that I was eligible and approved. Their representatives have stated they would be checking on this and have failed to provide any updates since. I was originally told I had 50 days until foreclosure and it has already been 20 days. I can not wait any longer and am looking for legal assistance in getting the loan cleared.
Company Response:
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I entered into a mortgage forbearance on my XXXX XXXX XXXX due to a loss of work hours from the XXXX pandemic. At that time, XXXX held my mortgage. The initial forbearance plan lasted six months through XX/XX/XXXX. I received an extension through XX/XX/XXXX. When I entered forbearance, my mortgage balance was {$280000.00}, my interest rate was 4.5 %, and my monthly payments were {$2300.00}. At some point in this initial forbearance plan, my XXXX statements reflected a new monthly payment of {$2400.00} and an increase in my principal balance of {$280000.00}. I do not understand the increase in the principal balance. On XX/XX/XXXX, XXXX transferred my mortgage to Mr. Cooper. In XXXX of XXXX, I asked for an extension on my forbearance. XX/XX/XXXX. XXXX I received a letter from Mr. Cooper showing a principal Balance of {$280000.00} and a voluntary monthly payment of {$2300.00}. On XX/XX/XXXX, I received two letters from Mr. Cooper, which showed two different extension periods and two different mortgage payment amounts. One letter showed an extension of 12 months with a payment of {$2400.00}, while the other letter showed an extension of 3 months and a payment of {$2300.00}. I do not understand the discrepancy between these two letters. On XX/XX/XXXX, I received a letter from Mr. Cooper showing an extension in my forbearance for another three months, taking me up to the 18 months of forbearance. I have documentation verifying these numbers and dates. In XXXX of XXXX, I called Mr. Cooper, stating I was ready to exit forbearance, that my COVID hardship had been resolved, and I wished to resume making my regular payments. I informed that I wanted to access the option of a Covid deferral for my payments that were in arrears. At that point, over the phone, Mr. Cooper informed me that my payments would increase because I had to pay back the escrow in arrears over 12 months. When I asked what the new payment would be for that 12 months, they increased my monthly payments by approximately {$600.00}. I asked if I could take longer than 12 months to pay back the escrow amounts. Mr. Cooper said they might be able to go up to 24 months. I told them I needed longer to pay back the escrow arrearages ; however, I could afford my regular mortgage payments. At this point, they asked a leading question, " So you are saying you can not afford your payments? ". I told them I could not afford that new payment with the conditions of the 12 or 24-month period to pay the back escrow. If they could stretch out the escrow payments further, I could afford them. They did not disclose or offer to me the option of spreading the escrow out over 60 months, which XXXX XXXX offers. Additionally, I asked about resuming my payments at this point to exit the forbearance but was told that I should not make payments. They said that because they were working up a loan modification, any payments I made at that time would go to my payments in arrears, not toward exiting forbearance and demonstrating my resuming my normal regular payments. I asked Mr. Cooper how long this process would take. They informed me that I needed to be patient with them ; it could take up to 30 days, possibly longer, because they were backlogged. Mr. Cooper did not inform me that this delay in resuming my payments was significant because it pushed me past the 18-month forbearance time cap set by XXXX XXXX regarding COVID deferral options. Again, I did not want a loan modification ; I wanted a deferral ; I could afford my normal payments, and Mr. Cooper would not offer me a deferral. This direction to not resume making my regular payments at the 18-month mark, not to offer me 60 months to pay back my escrow, and failure to inform me of the ramifications of this was deceptive on Mr. Cooper 's part. For several months I did not receive any contact from Mr. Cooper regarding my next steps. In -- -- Mr. Cooper finally called me and said they had a loan modification package ready for me and that I should begin Trial payments three months at {$2300.00}. This amount was more than my original mortgage payments of {$2300.00}. When I asked why it took so long for them to get to me, they said they had tried to call me several times, reached out by email, and sent letters through the United States postal service. I have a call log showing no reach out from them, I have no record of emails from them, and I did not receive any paper mail from them. I told the representative on the phone about the lack of communication, and she said that regardless we needed to move forward at this point. She communicated a sense of urgency at this point. I am now aware that the Federal Government put out a letter requiring all lenders to wrap up forbearances and move forward with COVID forbearance exit options with their customers by -- -- of XXXX. The federal deadline finally forced Mr. Cooper to deal with me when I could not get them to do so on my own. I received the loan modification offer from Mr. Cooper. The paperwork states that our principal balance is now {$270000.00}. My interest rate is 4.5 %. My voluntary monthly payment will be {$2400.00}. My arrearages are {$65000.00}. The portion of that amount reflecting my missed principal and interest payments have been recapitalized into a new XXXX loan. This recalculation makes my new principal amount {$320000.00}. My back escrow amounts have been added to my monthly payments and spread across 60 months. One additional issue regards an appraisal I requested in XXXX of XXXX. I have requested a copy of this appraisal several times but have not yet received one. Mr. Cooper charged {$370.00} for the appraisal to my account. My complaints against Mr. Cooper are this : 1 ) I feel that their handling of my forbearance and attempt to exit at the XXXX mark forced me into a loan modification and denied me the opportunity to receive a COVID deferral. This was deceptive, deliberate, and a predatory lending practice on their part. This tactic benefits Mr. Cooper financially as it forces me to pay interest on my back interest. It is a financial detriment to me. 2 ) At the 18-month mark, Mr. Cooper failed to inform me or offer the full 60-month period that XXXX XXXX allows to pay back my escrow arrearages. This was deceptive. It is ironic, to say the least, that in the loan modification they ended up offering, they did utilize the full 60 months. 3 ) Mr. Cooper falsely said I could not resume my normal payments at the 18-month mark of forbearance. 4 ) Mr. Cooper ignored my stated desire to receive a COVID deferral, ignored that I said I was able to make my normal payments AND that I could afford the back escrow payments if they could be spread out further than 24 months. 5 ) Mr. Cooper has failed to send me a copy of the appraisal charged to my account in XX/XX/XXXX, as reflected on my XX/XX/XXXX mortgage statement. I need proof of the appraisal or the {$370.00} refunded to my account. 6 ) An additional complaint about this process is that I tried to find out whom the ultimate decision maker is in deciding which workout offer I receive. When I spoke with Mr. Cooper, they stated that XXXX XXXX is the decision maker. When I called XXXX XXXX, they stated that my loan servicer is the decision maker and does not have to make all workout options available to me. Lenders can cherry-pick which options they will make available to their customers. It is still my desire to receive a XXXX deferral. At this time, Mr. Cooper is only offering the loan modification ; they gave an original deadline of XX/XX/XXXX, to accept or reject the offer. At my request, they gave me a 30-day extension to accept the offer. After speaking with one of the representatives, we were referred to when calling into the XXXX, I accepted the modification and mailed it back to Mr. Cooper yesterday, XX/XX/XXXX. I did so to avoid the possibility of foreclosure per the advice of your representative. They also advised me to register this complaint in the hope that a change could be made to my account and that I would be offered the XXXX deferral. I also want a copy of the appraisal done last year or a {$370.00} refund to my account. *We can provide additional documentation of communication records upon request.
Company Response:
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Getting a line of credit
Subissue:
Consumer Complaint: XXXX XXXX ( Mr. Cooper ) refused a " Reverse Mortgage '' on a 3.875 % loan {$250.00} House with {$82.00} left on the mortgage. My age is XXXX with the need for senior citizen.line of credit.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: NationStar Mortgage re-branded itself into Mr. Cooper - Their tactics in " reselling '' my mortgage to the same company was deceiving. They made it sound like they were not the same company. Secondly they keep sending emails to apply for more debt with them, which I have attempted to opt out of multiple times, but they are not honoring " unsubscribe '' rules. They have links in their emails as required by law, and it directs to a web page to unsubscribe, but I still get their solicitations. I think this has some overlap of both the cfpb ( fraud of " selling '' the mortgage to another company, which is the same company ) and the FCC ( email communications ). The new shell seems just as dishonest and as NationStar ever was and wish I had my mortgage with someone else more reputable.
Company Response:
State: NM
Zip: 87106
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I am again writing in to get assistance with an issue that I been having regarding a loan modification which I was approved for in XXXX of XXXX. My name is XXXX XXXX and I am currently a mortgage account holder with Mr. Cooper. I currently reside at the address that is associated with the loan at XXXX XXXXXXXX XXXX XXXXXXXX XXXX, CA XXXX. Up until XXXX of XXXX, my mortgage was owned by XXXX XXXX. At this time, I was nearing the end of my COVID forbearance plan with XXXX XXXX and had accepted a loan modification offer presented to me from XXXX XXXX ( acceptance letter is attached ). The terms of this modification are as follows : Interest rate of 3.25 % Principal and interest : {$1000.00} Escrow : {$370.00} Total monthly payment : {$1300.00} The issue arises when almost immediately after the date of this acceptance letter, XXXX XXXX sold my loan to Mr. Cooper. I spoke to a representative on XX/XX/XXXX and that representative informed me that XXXX XXXX never drafted, nor sent the required documents to me to sign, notarize, and send back to accept this offer and that representatives from the loan modification department would draft a new loan modification reflecting the terms previously accepted from XXXX XXXX. The good news is that I did receive that letter which was dated XX/XX/XXXX. The terms of which are listed in the letter that is attached. The terms listed are acceptable and I was happy to proceed. Like the letter states, I will need to accept a separate package that will instruct me on what to complete to accept the offer by the deadline ( which was not provided in the letter ). It has now been more than two months since the date of that acceptance letter, and I have yet to receive the package that was to be sent to me. I have reached out to Mr. Cooper inquiring about the status of what is going on and I am getting representatives who are still not willing to help or willing to escalate my problem. I have received multiple hand delivered notices stating that my forbearance has ended and claiming that I have not been making my payments ( which I have been ). I have paid the modified amount on time each month since XXXX ( as I was advised to do so by a Mr. Cooper representative ). I have emailed XXXX XXXX who was our primary loan representative at that time, as well as the modification department and still, no response. I am being caused serious stress over this situation. The constant stress over whether or not I will lose my home, even though I am paying my mortgage on time each month since my COVID forbearance ended and I have now been approved twice for my loan modification but I am not getting the opportunity to actually accept it, is undoubtedly causing undue stress mental anguish to me, and my family. I ask politely that this issue be fixed immediately, as I have already gone through enough in the past eight months due to the problems I have faced with Mr. Cooper and its representatives. I am reaching out as another attempt to have this issue escalated and resolved. I have entered in to a modification with my previous mortgage company at specified terms which must be honored. I am not at fault for the fact that XXXX XXXX did not send the documents needed to finalize the agreement, nor am I at fault for the fact that XXXX XXXX sold my loan before finalizing my modification. This is now 8 months in the making that I have been going back and forth with Mr. Cooper. I need a solution to this issue now. I need to be expedited the documents in order to accept my modification and it needs to be back dated to XX/XX/XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have done everything in my power to make all the necessary arrangement with the Bank, when I found out that my ex-husband was not providing with the payments to XXXX XXXX XXXX XXXX back in XXXX, and according to the Bank they were not able to provide to me with any information about the status of the Mortgage since the loan was under my ex-husbands name : XXXX XXXX. Unfortunately, was going thru XXXX XXXX and unable to obtain any information from him until XXXX XXXX XXXX offered me the help to resolve my situation, but they stated if I get the Divorce will be easy. Back in XXXX I went to Court to be able to obtain a Modification with the Bank and take over the Mortgage but was transferred to XXXX XXXX XXXX and they stated that they still need XXXX XXXX signatures on the Loan Modification for me to continue with the process and payments. Unfortunately, XXXX XXXX was refusing to sign anything that concerns with the Property, or to go to Court to make any arrangements. XXXX XXXX XXXX advised me to get the Divorce and the Lawyers, and the Court will mandate it to sign off the house to me, and I will continue making the payments or obtain the Loan Modification. My goal was to keep the house and continue making the payments, but everything was delayed due to COVID-19 pandemic situation. A new Deed is recorded in XX/XX/XXXX under my name : XXXX XXXX XXXX. XXXX XXXX XXXX offered me the help with the Foreclosure and advocate with XXXX XXXX XXXX in assuming the Loan and apply for the Loan Modification under my name : XXXX XXXX XXXX and my daughters name : XXXX XXXX XXXX in XX/XX/XXXX. According to XXXX XXXX from XXXX XXXX XXXX : Application and Documentation was submitted In XX/XX/XXXX, but for some reason, application and documentation was re-submitted again in XX/XX/XXXX. No word from XXXX XXXX XXXX or XXXX XXXX XXXX until XX/XX/XXXX. when XXXX XXXX, Paralegal from the Prevention Unit, called me to tell me that Loan was denied and the Bank will put the house for sell, but I received a letter from the XXXX in XX/XX/XXXX that the XXXX granted the date for an extension for XX/XX/XXXX. ( Who should I believe ) My concern in this situation is that XXXX XXXX XXXX is refusing to speak with me as they are only corresponding with XXXX XXXX from the XXXX XXXX XXXX, but the Bank is not only refusing to provide me with any answers or other alternatives to save my house, but correspondence is coming from Mr. Cooper where this Institution is explaining about the denial, and the letter is addressed to XXXX XXXX XXXX. Nothing is engaged to me ( XXXX XXXX and my daughter XXXX XXXX, about the denial on the Loan Modification as the Applicant and Co-Applicant. I will have to consider myself a Victim of this Institutions in regards of the Mortgages Cases, being the XXXX homeowners. Sincerely and respectfully, XXXX XXXX XXXX XXXX # XXXX Address : XXXX XXXX. XXXX NY XXXX Phone # XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11422
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I wrote full description outlining all crimes felonies rigthpath aka Mr Cooper aka national m mortgage did to XXXX XXXX Copying XXXX exploiting extorting crimes as XXXX XXXX did, but it d I speared 2xs already. Combine all cases.
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is not a matter that I need personally resolved. I am fine. I have not fallen for what I view as the predatory behavior of Nationstar DBA Mr. Cooper. Rather, I simply would like to draw this to the attention of the CFPB because in my opinion its despicable, wrongful, predatory, misleading, and for all I know perhaps it is illegal. A few months ago the servicer and owner of my VA Mortgage ( XXXX ) transferred ownership of the mortgage servicing rights to Nationstar DBA Mr. Cooper. Previously, they had been the sub servicer. Since then, the new loan servicer ( Mr. Cooper ) has been trying to get me to refinance my loan by sending me monthly solicitations. In my view, they are not doing so in good faith. For example, today I again received a flyer in the mail from Mr. Cooper which says : Now that youre a Mr. Cooper customer, well be keeping an eye out for ways to make your loan even better. Keep in mind that I am only their customer involuntarily. In any event how does Mr. Cooper propose to make my loan even better? By replacing it. Yes, according to these guys, my loan will even better if I engage in a cash out refinance. So my loan ( 30 year VA fixed at 3 % ) would be replaced by their loan on terms XXXX but certainly not at 3 percent. If they want to send advertising to their captive customers I suppose thats their privilege, but it should not be ok to do so in a manner apparently intended to entice potentially gullible customers with what ( in my opinion ) are lies. If my loan is to be replaced, as they propose, it could not be even better because it would no longer exist. Further, putting that silly rhetoric aside, it is simply false by any reasonable standard to suggest that the loan they are proposing is even better than the one I have. As I said above, this is not a personal problem for me. I am not fooled by this. I have no interest in refinancing and would never voluntarily enter into a new relationship with Mr. Cooper. I simply want to suggest that the CFPB might want to look into this kind of advertising by this company. It really is unconscionable.
Company Response:
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A