Date Received: 2022-08-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in XXXX XXXX Bankruptcy and under FHA guidelines I am permitted to refinance my loan. I have made 38 pre-petition payments and 38 post petition payments during a Covid pandemic. I had applied for a refinance in XX/XX/XXXX and have been waiting to close since XXXX, XXXX when the Court approved our request to refinance in XXXX, XXXX. I have been delayed by the previous mortgage loan servicer who took approximately 2 months to provide a pay-off letter which I questioned mainly because it did not reflect my post petition payment history accurately and refused to clarify the charges. By not providing an accurate post petition payment history the loan been and is preventing finalization to close. Though FHA grants me the opportunity to refinance the 2 mortgage servicers refuse to provide this information needed for approval. Mr. Cooper cites contractual application of the post petition payments even though those contractural payments stopped in XXXX and resulted in a Bankruptcy. How we still still contractually when our mortgage contract does not indicate Bankruptcy and the XXXX XXXX filing changes the contactual payment by splitting them to pre-petition payments & post petition payments. The final item required to conform with FHA guidelines is to provide proof of a 12 month history of timely post petition payments which I have made. The previous servicer XXXX XXXX XXXX kept promising that it would be provided and then sold the loan in XXXX before providing that history. The new loan servicer Mr. Cooper has now informed me that they can not provided that history. The reason is because of their accounting practice even though it differs from the previous loan servicer. Example is item # 1 indicated on the attached two mortgage servicers mortgage statements. The application of the current post petition mortgage payment differs from both servicers. One posts ( XXXX ) the current post petition payments that matches the contractural P & I for the date due of that post petition payment. The other ( Mr. Cooper ) provides the current post petition date due only but then applies the perceived contractural P & I payment from the pre-petition history. On the attached amortization schooled indicates the 2 different P & I where applied. They site contractural obligation even though they separate the post petition history by providing as in example # 2 noted on both statements the pre-petition balance that do not match without providing any detail as to how those payments were applied contractually. This contractural obligation that Mr. Cooper sites and XXXX applied has reeked havoc on my escrow obligations which has caused numerous changes to the monthly post petition payments and has resulted in10 additional post petition Attorney fees as noted in example # 6. This mixing of pre-petition payments & post petition payments has resulted in manipulation of escrow funds. In example 3 a past due escrow amount over {$33000.00} which all vary under post petition information and example # 4 discrepancy in the monthly amount due for escrow varies from collected to how it is applied causing partial payments ( unapplied ). In example # 5 the P & I payments are applied differently by the two servicers indicating they chosen accounting style. This example indicates that there are no set rules on how to apply post petition payments. The XXXX XXXX Bankruptcy agreement that I had entered into was to pay my mortgage arrearage, ( pre-petition payments ) to the Bankruptcy Court Trustee while I was still responsible to pay my current mortgage payment due, hence post petition payments. The accounting issue is that the servicer is applying post petition payments to pre-petition balance that is covered by the Trustee payments resulting in creating an inaccurate post petition payment history that concludes I am 7 month in default of my post petition payments therefore preventing me from closing on a new loan. I am being denied the right to refinance because Mr. Cooper choice of accounting practice. There is nothing I am aware of in the XXXXr XXXX that states that post petition payments are to be applied to pre-petition mortgage arrearage. There is nothing in my contractural mortgage that address post petition payment. I am also unaware of how a mortgage servicer has the right to deny me the opportunity to refinance my mortgage by denying my factual post petition payment history.
Company Response:
State: NY
Zip: 11435
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - First attempt to receive information on PMI cancellation was made by me using their online ticket system and went completely ignored by Nationstar. Automated ticket response claims they may follow up with phone call or email ( neither of which were consented to forms of communication and neither of which were even attempted ), after which tickets were marked as read-only despite no communication occurring whatsoever. The automated message additionally directly implicates XXXX XXXX XXXX XXXX as involved in the negligence. XX/XX/XXXX - Follow-up attempt on previous ticket was made and again completely ignored by Nationstar Sometime during XXXX XXXX - Mortgage was transferred to Nationstar 's Mr. Cooper subsidiary with neither consent nor notice and payment page was deleted without redirection to the new page in a deliberate attempt to cause missed payments on the mortgage. XX/XX/XXXX - Attempt again made to receive information on PMI cancellation, again completely ignored XX/XX/XXXX - Final attempt to receive information made and again ignored
Company Response:
State: TX
Zip: 75060
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have disputed this issue pertaining to my payment and XXXX still has not fixed the issue. XXXX fails to update my mortgage payments on my NationStar.I have requested /disputed that update all of my unreported payments and they still have not which give me incorrect credit scores. during their monthy reporting of XX/XX/XXXX they only increased my score by XXXX point when they have over of 60 updates that they failed to update. They show a correct balance but the payments doesn't reflect on the grid. I am missing updates from XXXX - XX/XX/20XXXX XXXX
Company Response:
State: TX
Zip: 77044
Submitted Via: Web
Date Sent: 2022-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX months ago approved for loan mod with Mr. Cooper. However, they added my ex wife as a borrower and she never was on the mortgage. Now, ive sent divorce paperwork, the quit claim deed numerous times at their request, but they still insist she sign a mortage she never was on.
Company Response:
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Notary signatures were not being accepted, after several times submitting them, it appears as though they ( Mr. Cooper ) were prolonging the process so it would benefit them. We were following every process they asked us to follow yet everytime it would be a different story why they couldn't or wouldn't accept the signatures. It was like they were XXXX XXXX, example can't understand the handwriting, the XXXX look like the XXXX, your signatures can't go beneath the lines, the seal is in the wrong spot or it's to high up. We even tried there notary which didn't work because the notary signature ( documents ) never reached their office, ( makes you wonder what heck is going on ). Then they stated asking for documents all of sudden after a year had pasted, which in the beginning of the process I didn't have to submit any documents. I'm just confused and frustrated of the whole process and how it has been handled, this process I feel should not have taken XXXX years to complete. I know interest rates change but once a rate is given or in process it should be locked in at that rate until the completion of the process. Also I was told that the with holding ( forbearance ) money would be attached to the back end of the mortgage. That's why I perceive that this prolonged process will only benefit Mr. Cooper and not me the consumer.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was sold to Mr. Cooper many years ago. Early this past spring, I had gotten a tax bill in the mail that I didn't quite understand and I called Mr. Cooper to clarify and confirm that I did not owe extra property taxes. I was assured that everything was taken care of on their end and that any delinquency fee would not be taken out of my escrow because it was not my fault. I left it at that and more or less forgot about this. This past summer when they re-evaluated my escrow, they concluded that my taxes were nearly double what they were previously and due to that, my mortgage payment went up about {$700.00} per month to cover the escrow shortage. I called their customer service to inquire about this, hoping it was a simple mistake, and I was told that my taxes went up. This did not make sense to me as I live in CA and XXXX XXXX keeps property taxes from spiking from year to year. I spoke to multiple customer service reps with Mr. Cooper and they all insisted that I was mistaken and my taxes, indeed, rose significantly. I spoke with the local tax bureau and discovered that Mr. Cooper had missed one of my tax payments, despite having record that the payment was made. After much digging and poring over statements, I discovered that because of this missed payment, the next bill included the previous installment that was supposedly already paid plus a delinquency fee. Mr. Cooper calculated that bill as being only a 6-month installment and calculated my next year 's taxes accordingly which resulted in my projected taxes essentially doubling. After many hours on the phone, I have finally gotten them to fix the projected taxes for next year. They said they actually did pay the missed tax payment but because it was not the correct amount, it was not applied to my taxes and put in a " suspense account '' instead. I have been informed that when the refund comes from the county, they will credit my account. This still does not address the delinquency fee. This fee should not be my burden to bear as it was not my error. I am not happy with their record-keeping and labeling on my escrow analysis, as they still indicate my past year 's tax amount as the errant amount and I am, at this point, completely untrusting of this company 's honesty and thoroughness.
Company Response:
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reference : Mr Cooper Loan/Mortgage # XXXX Hello, Approx 2 years ago, had many issues with Mr Cooper- PMI XXXX escrow etc. Refer to case # XXXX. Issues were resolved at that time..pmi and escrow removed ... all has been well. As of a few weeks ago ( XX/XX/XXXX ), i received request to provide mr cooper with current hazard insurance information. I responded immediately providing the new policy number ( paid in full and ends in XX/XX/XXXX ), phone number etc for my XXXX XXXX XXXX policy. My previous policy was with XXXX too. No lapse is coverage ever occurred and taxes are fully paid. Next thing you know, Mr Cooper is trying to reopen a new escrow account for me as of XXXX, XXXX. I didnt not request nor want this. I called Mr Cooper ( spoke with XXXX XXXX and asked whats going on and again, its the same incompetence i experienced two years ago with all the issues. I then left voicemail for XXXX XXXX ( Mr Cooper Mgmt ) who helped me two years ago. Pls help me. Thanks, XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX
Company Response:
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A loan refinance with our current mortgager, Mr. Cooper was started on behalf of my mom in XXXX of XXXX at the request of loan officer XXXX XXXX. I was looking to get added to the loan due to my mother 's failing health situation. I explained all of this in depth and worked with XXXX diligently to get this done. Throughout the process we returned all documents and followed all guidelines. We even got the necessary paperwork for a charged off home equity loan that they requested so it could be paid off along with credit cards for the refinance. This information was shared with XXXX XXXX, XXXX 's manager who requested the payoff letter and stated that it needs to be current up until XX/XX/XXXX so that it could be paid off with the refinance. We paid {$600.00} for an appraisal and paid {$2600.00} to get necessary repairs that they said was the last hurdle for final approval as we were already at a conditional approval. I tried contacting XXXX during the week of XX/XX/XXXX - XXXX and did not receive a response from email or text which was odd since he had always returned messages with no problem. I was even in contact with the loan processor, XXXX XXXX who was waiting on repairs as well. On XX/XX/XXXX XXXX XXXX called me to say there was an issue with a charged off home equity loan, I explained to him and sent him proof that they were already aware of that and underwriting as well. I even provided him email proof of prior discussions. He did not return my calls or emails for two days and XXXX sent a text message saying he no longer had access to the file after a month of working it everyday. XXXX provided no explanation and I was surprised to learn when contacting XXXX that the loan was no longer in her files and was showing cancelled with no reason. XXXX XXXX was helpful unlike XXXX and XXXX. Mr. Cooper needs to honor this refinance and all parties involved need further training on professionalism, honesty and courtesy. This was deceptiveness in all way and sad.
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Currently, Mr. Cooper has our home up for sale on XX/XX/2022, even after we sent them a complete/full modification package. They did not send me any proposal mortgage modification packages. We send out monthly updates on our income and what is required of us by mr. Cooper. We want to keep our home since we have no place to live anymore. we ask to give us an affordable modification, we have the income to pay the Mortgage loan.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr.Cooper Mortgage Company ask me to go paperless and switch my account to online banking and I refused. Once I refused issues started of Mr Cooper claiming that they didn't receive my Mortgage payment and issuing me a late fee, although I have several witnesses including postal workers who witnessed me mail my payment 14 days prior to my payment due date.
Company Response:
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A