Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I sold my home under threat of a prematurely filed foreclosure petition voluntarily. Nationstar inaccurately underreported the amount of interest they received, placed unearned foreclosure fees in a suspense account for the last 8 years causing negative credit reporting that caused premature deletion of their tradeline. It was disclosed to me in XX/XX/XXXX that what I didn't know was that Nationstar allocated {$11000.00} for late fees at {$56.00} a piece while reporting in detail reports to me they allocated {$2800.00} to which has caused me to be ineligible for applying for a residential loan for 8 years. See lines XXXX XX/XX/XXXX, in an internal file of the account, and then XX/XX/XXXX Nationstar 's lawyer claimed it was updated in a letter attached dated XX/XX/XXXX. This counsel caused Natiosntar to involve me in two agreements waiving my rights before the lawyer disclosed lines 81-86 were never actually updated dated XX/XX/XXXX and XX/XX/XXXX, denying any error in payment allocation in the face of clear inaccurate payment allocation in lines 81-86.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was on loan relief due to covid 19 until Dec 2021. As of January 2022 all payments have resumed on time iam no longer in the forbearance program iam resuming normally. Mr cooper is not reporting to the credit bureaus that my payments are on time. They are also not reporting a DLT ( date of last activity ) which should show current. I have reached out to Mr cooper numerous times. I have asked to please report to each bureau the correct information to avoid further detriment to me i except this will be corrected with urgency.
Company Response:
State: CA
Zip: 93311
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: TOPIC : Mr. Cooper Between XX/XX/XXXX - XX/XX/XXXX violated the Fair Credit Reporting Act ( FCRA ) 1 ) Failing to report complete and accurate loan information on a monthly basis. Mr. Cooper did not accurately report credit to all XXXX credit report agencies accurately and/or at all from XX/XX/XXXX to XX/XX/XXXX. I spoke with a representative of Mr. Cooper, XXXX # XXXX, XXXX XXXX, who stated Mr. Cooper reports on or around the XXXX of each month to all credit reporting agencies, and according to all XXXX of my credit reports from all XXXX agencies that have not been done as stated above in the topic. XXXX ) Failing to modify and/or delete information when required. This information was reported to Mr. Cooper as instructed ; however, the request was ignored and the incorrect information remained on the existing credit report in addition to not reporting to all XXXX credit reporting agencies timely each month.
Company Response:
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Loan Assumption, which my sister XXXX XXXX , a DIRECT FAMILY MEMBER, what i understand Direct family member means a spouse, parent, child, grandchild, brother or sister of the tenant. Sample 1Sample 2Sample 3. Direct family member means children, parent, grandchildren, grandparent, caregiver or siblings of the Owner. And if they told us from the very beginning that sibling is not consider as direct family, they should told us. My sister and i are doing all the right thing legally. The house are under their name, she us our successor. Unable to continue paying the mortgage because we also have bills payable and we have apartment we paying too where near to my work. And since my sister and her family willing to continue paying the mortgage, we inquired this since loan assumption since XX/XX/XXXX. We, for sure follows whatever they needed as to submit, but only thru phone they always DENIED us, without i forming us even EMAIL or LETTER. 3X Denied, open 3X case and close the case without informing us what is the reason for DENIAL. They told to my sister, that deed should be done by transferring ownership which we did and granted and registered to their name - my sister. That mortgage company is not knowing what need to be done, lack of information, very inconsistent, no knowledge about our concern. They keep us waiting and hoping for nothing. We spent so much effort, time and dedication to make things things LEGALLY. If sibling us not consider as direct family member, they should tell us ahead of time. Its almost XXXX month. Nothing happens. The last person which my sister spoke from Mr Cooper, name is XXXX, yesterday XX/XX/XXXX around XXXX, he said theres no way to gave loan assumption be approved and ge said the only way to do it is to Refinance This company dont know what theyre doing, no update, poor customer service. STRESSFUL, DEPRECIATION and FRUSTRATION for wrong information to my sister XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Prior to my refinance with Nationstar Mortgage XXXX, DBA Mr. Cooper, my homeowners had for 17 years been escrowed. Upon my refi, due to the equity in the loan, they didn't escrow the loan. My insurance was set on an annual payment. Renewal date of XX/XX/22 was missed this year by me, I take ownership of that. Upon realizing this, my agent/underwriter reinstated my policy effective XX/XX/22 and I provided an updated policy to Mr. Cooper Insurance Tracking center that same day. I have been insured with the same company for 18 years on my home. This presented a gap/lapse of 23 days. The mortgage company forced placed coverage for this period of time. The charge is sitting in an escrow account, but my loan isn't escrowed. PROBLEM : Force Placed coverage is a benefit to the lender only, NOT the consumer. It only protects the physical structure from covered perils. The annual forced premium of {$7300.00} is calculated on the replacement value of my home, $ XXXX, resulting in a charge of {$460.00} for the 23 days. The maximum this should be calculated on is the outstanding loan balance of $ XXXX as this is the maximum lender risk. I tried to contact the tracking center several times and always got stuck in their phone tree, never able to get to a human. I finally contacted Mr. Cooper directly and got someone on XX/XX/22. I spoke with XXXX, an Escalation Specialist ( XXXX ) and asked why they are calculating premium over and above their lender risk. He has no answer except that is what is was. I understand the lapse and asked that he calculate on their actual lender risk of $ XXXX which would produce a premium of about 1/2 of what I was charged. He said they would not recalculate. If my home had burned to the ground during those 23 days, this mortgage company would only have been out my outstanding balance of $ XXXX. Therefore they should not be overcharging the consumer for something they will never use or need. This is unfair to every consumer out there. I understand the need to cover the lender risk on collateral but I don't feel it is fair to gouge the consumer for any amount over and above what they need to be made whole. This is the problem today and where so many consumers are taken advantage of and so often the consumer is unaware of what to do. Consumers rights need to be protected.
Company Response:
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr Cooper under XXXX XXXX XXXX, are very unprofessional, inconsistent and not knowledgeable with all the informations. I started inquiring about how to do " XXXX XXXX '' since our mortgage is under FHA. We can apply from it, since the original borrowers are my " direct family member '' ( brother/nephew ). So we started applying this year around XX/XX/22, they said, need " deed of transfer '' which we made it thru notarized and registered already to our XXXX XXXX XXXX " transfer of ownership '' was now under my name " XXXX XXXX ''. They said, it's denied coz the period of time lapsed within XXXX days. So, they open a case again and denied on XX/XX/22 coz they said they need " proof of relationship '' with the original borrower, we submitted and again XXXX days lapsed again. The problem with them, they only update you if you call them and will tell only by the phone not even sending you email of letter, if we need something else to be completed. Every time i call them always " under review '' to the XXXX XXXX the XXXX days lapsed again and again and again. Now, today at around XXXX i called them again and i spoke with XXXX he said, the " XXXX XXXX '' will not gon na be granted to us, because it can be with the " spouse or children '' by the orginal borower. As far their requirements from the documents they sent to us " direct family member '' included with the questionaires for assuming party/selling party, If they have changes they should revise it with the stated dates, but not at all. What i'm understanding " XXXX family is limited to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. ". I don't think MR COOPER knows what they're doing or processing " Loan Assumption ''. The mere fact why they never told us in the beginning, they keep us prepared documents almost the beginning of the year. The time/effort/money we spent to make this things legally under our name now. PLEASE HELP US. They're not FAIR. They'll probably has plan coz the " real estate '' is down and they want us probably to start all over again, the offer us HIGHER INTEREST. Since literally we are paying the mortgage and legally and registered under our name " XXXX XXXX '' We really need your help. The previous complaints we made, all lies, nothing solve.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I live in a condo, and our XXXX covers flood insurance. Mr. Cooper has been charging me for flood insurance every year since XXXX. We, the homeowner, are required to send them the coverage page every yeear when it renews, which I have done. They hae not applied it. This year I called on XX/XX/XXXX and was told to email it to XXXX separate addresses and also uploaded it in the XXXX portal. They are still charging me, they have been doing this since XXXXThey owe me money and I spend days on calls getting transferred to different numbers and it still has not been resolved. I do not know what to do at this point.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a Principle payment of XXXX XXXX dollars and Mr Cooper reversed it added to a mortgage payment that had already been made and by doing so I was charged interest. The customer service worker said her screen is showing her activity payments credits that are not on my statement
Company Response:
State: NY
Zip: 11967
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently attempted to pay an additional payment to the principle balance of my mortgage loan in an attempt to lower future interest payments and reduce the overall balance of my loan. However, the Bank/Servicer ( Mr. Cooper ) did not apply the additional principle payment to the loan. Instead they held the money in an account and are now telling me that they will return the additional payment back to me. However, in doing so, they have guaranteed that I will now be paying at least an additional {$200.00} in interest per month. They are deliberately withholding the funds from being applied to the balance of the loan and costing me extra money. I asked them about the reason behind it and they can not find a specific rule or passage that references why they chose to do that.
Company Response:
State: CA
Zip: 91010
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company failed to pay insurance policy on XX/XX/XXXX {$3600.00} and policy has now been cancelled as of XX/XX/XXXX.
Company Response:
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A