Date Received: 2022-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Greetings, Since XX/XX/XXXX my loan was transferred to Mr.Cooper/XXXX from XXXX. In the month of XXXX my payment for the loan went to XXXX at the time as I was not aware that my loan transferred. However, the payment was send via online banking ( bill pay ) to XXXX who reported that the payment was send to Mr. Cooper/XXXX. I have supplied Mr. Cooper/XXXX with bank copies of transaction history for XXXX and XXXX that support my mortgage payment was send and processed out of my account for XX/XX/XXXX payment. Mr. Cooper/XXXX continued to report false information to FICO/credit bureau that I am behind on my payments and continues to charge me a late fee. XXXX Mortgage also confirmed that the payment in XXXX was sent to Mr. Cooper and denied any claims that I was missing any payments. XXXX has continued to mislead me as a consumer in this matter, this matter has caused great stress, anxiety and interferes with my family goals and purchasing power. XXXX sent to XXXX Mortgage in XXXX That payment was sent to Mr. CooperXXXX XXXX Mr. Cooper reported that payment was sent back to XXXX who denied such claim and knowledge of payment being sent. please help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the refinance application in XXXX of XXXX, and it took us until the end XXXX to almost finish it. In late XXXX XXXX we had finally finished all the paperwork and were told we were all set and not to pay our mortgage for the month of XXXX ( we have the emails ). We had the notary on her way to our house when she called and said XXXX ( XXXX ) had not sent over any files. I called my loan agent and sent multiple emails and never got a response until XXXX of XXXX. Since we were told not to make a payment that month we used that money to pay other bills, and for the next several months we were a month behind on our mortgage payments. Along with us budgeting with a lower monthly mortgage payment. The way this was handled along with with no response for months along with all the extra fees {$40.00} a month along with raising our mortgage almost {$200.00} a month because we were late due to their actions was unacceptable. When I spoke with the company they said I should of not listen to the agents and paid the months mortgage
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Faxed modification XXXX and XXXX see proff and faxed again XXXX now a sale? for XXXX paperwork has been in before date!
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My existing home loan was aquired by Mr. Cooper, without my knowledge, which i understand happens all the time. That is not the issue. The issue started a few months later when i get a letter from them with the new amount. They increased my monthly payment by nearly {$200.00}, stating it was due to an escrow shortage, which can't be because it was always paid on time, set up on auto payments. XX/XX/XXXX i call them and chat with them ( 2 different agents ). I ask to opt out of the escrow account, as i wish to pay it myself once a year, and not have to deal with surprise charges each month. They initially said i can not, which on my original contract with the previous loan originator, said that i could if i wished to. Then they tried to tell me that if i can not afford the new payment, i need to refinance. i have 14 years left on a 2.5 APR. I DO NOT want to be forced into refinancing, for 30 years at a much higher interest rate.Anyway, after a couple long calls that day, they said im all set and it should reflect on my account soo. LIES! A month later i open up the chat with them again, only to be told that there are no records of me calling or requesting to be opted out of the escrow. MORE LIES! I have downloaded the chat transcript, how can there be no records of it when i have the chat from XX/XX/XXXX? Yesterday, XX/XX/2022, i try to contact them through chat again. They said the process has not started and that is set to start on the XXXX, of XXXX, BUT ... ..it will take up to 30 business days to go into effect. Say What??? never heard of 30 business days. I ask her, are you sure? that's like 6 weeks. She said yes. I then asked her to show me their policies and procedures, or whatever they use for guidance ... .she then apologized, saying that she meant 30 regular days ... lies again! All i am trying to do is take care of my taxes and insurance on my own, i can not afford to pay XXXX extra a month on bogus charges honestly, and they are making it impossible. Why are they still in business with all these complaints?
Company Response:
State: AR
Zip: 71901
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have made the following monthly mortgage payments which have been processed through our bank account ( we have copies of our bank statements ) : XX/XX/XXXX - to XXXX XXXX ( prior servicing company ) for {$910.00} XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00} ( Note : XXXX XXXX sent the XX/XX/XXXX payment to Nationstar dba Mr. Cooper so Nationstar received XXXX payments in XXXX. We requested a refund of one of those payments via secure message to them ). XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}. XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}. XX/XX/XXXX - Nationstar dba Mr. Cooper for {$910.00}. Total monthly payments made since XX/XX/XXXX : 5 payments. On XX/XX/XXXX, Mr. Cooper sent a letter indicating that they had sent Check # XXXX payable to XXXX XXXX XXXX for {$910.00}. The letter also mentioned that they sent a reissue check ( Check # XXXX ) on XX/XX/XXXX which they stopped payment on. We subsequently received the first check ( Check # XXXX ) and proceeded to deposit it in the bank account. This was the refund of the XXXX payments for XXXX. After we deposited the check, Mr. Cooper did a chargeback for {$910.00}, never notifying us that this check was not a good check. We have called numerous times, spoken with several different members of their executive resolution team and their explanation remains confusing because their processing shows a series of reversals and unapplied funds ( only on their books ) because we have not received any credit on our bank account for the {$910.00} still missing. Bottom line, there should have been 4 payments from XXXX to XXXX and we made 5, so one is supposed to be refunded back to us immediately. We've been dealing with this issue since XXXX and frankly after 25 calls and messages, I need help in getting our money back for the double payment we made in XXXX. They lie, try to confuse the consumer with all of their accounting jargon and WE NEED HELP GETTING OUR MONEY BACK!
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in active bankruptcy and have a past due balance. Through my bankruptcy plan, the trustee pays my monthly mortgage and an amount towards my past due, back balance. On XX/XX/2022 I submitted an application to The XXXX XXXXXXXX XXXX XXXX to assist with getting caught up with my mortgage. They approved my application and stated I was eligible for them to pay my back balance and 6 months towards future payments. XXXX sent the information to my mortgage company, Mr. Cooper on XX/XX/2022. According to XXXX, Mr. Cooper has the documents marked as received. I have called Mr. Cooper every week for the past 3 months trying to get them to submit the i-Record back to XXXX to finalize my assistance. This is a timed program and I am afraid I am going to miss out on the assistance. XXXX informed me to speak with the XXXX dept. Mr. Cooper stated the XXXX dept works behind the scenes and is unable to speak with me directly. I did speak to one woman directly several times, who was emailing the XXXX dept on my behalf. As of today they still have not completed the i-Record and sent it back to XXXX. XXXX also sent Mr. Cooper a delinquency notice, to let them know they have past the mark for a timely response. I have not heard anything from Mr. Cooper and I get transferred around to several different people if I call looking for help.
Company Response:
State: OH
Zip: 44224
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I get daily emails offering various products that I do not need or want. Insinuating I can save money by refinancing when rates have risen over 2 % is deceptive and false advertising. Each email I get, I use the provided link to unsubscribe from solicitation emails, however, I continue to get these emails.
Company Response:
State: KS
Zip: 67218
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried by the means of obtaining a modification in the loan, but it has not been possible, they always disqualify me for one reason or another, I understand that investors, bankers, lenders, opportunists, this situation is convenient in the economy is specifically with the Housing in all the United States, where an inflation has been created in an uncontrolled way, in my understand A created situation. I hope this agency will be in charge of thoroughly investigating the situation that is actually living in this nation with reference to homes. This company that I have the investor administrator called ( Nation Star ) now ( Mr. Cooper ) have been approaching thousands of properties throughout the country, making mortgage executions in most cases violating the law of the law of ( Respa ) The Real Estate Settlement Procedures Act Was A LAW PASSED by The United States Congress in 1974 and Codified as Title 12, Chapter 27 of the United States Code, 12 U.S.C. 26012617 ( Tila ) The Truth in Lending Act of 1968 is a United States Federal Law Designed to Promote The Reported Use of Consumer Credit, By required disclosures about its therms and cost to standardize the manner in which Costs Associated With Borrowing Are calculated and disclosa. I hope from this agency your collaboration in the investigation of this ( Mr. Cooper LLC ) of its administration as they are carrying out all these procedures that take steps required by law, and which in my opinion are not doing it, the law is The law and nobody should be above it.
Company Response:
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There are XXXX persons who are on the mortgage, XXXX of whom are married. However, XXXX party had the mortgage servicer send all correspondence to their address, so the other XXXX persons on the mortgage have not gotten statements. I was paying the mortgage for the amount that I thought covered the monthly payments in full. I just found out that this amount was not sufficient to cover the monthly payment. The servicer will not communicate directly with me about the loan, even though my name is also on the mortgage. I am the mother of XXXX of the spouses, and neither my XXXX nor I have been able to communicate with the servicer of this mortgage. I have made repeated attempts to get up to date information about the loan and have been refused any and all meaningful communication with the servicer.
Company Response:
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I currently have an account with mr. Cooper. It is under my brother 's name XXXX XXXX, i am on the title of the home. I applied for the homeowners assistance fund since i lost my job aince XXXX and i finally got approved for mortgage and bill assistance. They still have yet to disburse payments and i have called and emailed for some answers and no one will respond to me. They even asked me to upload new bills because the old bills i had uploaded for assistance were since XXXX. They awarded me the amounts from XXXX, not XXXX since XXXX 's bills were higher. My utilities are beinf cut off soon. Can someone please help me? My app number is XXXX
Company Response:
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A