Date Received: 2022-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell behind on my mortgage in the past. I ended up catching up and paying everything that was late. I was told that I had to go through a loan modification. It was explained that the Bank fies thru my reason why I was having trouble, and possibly lower my interest rate, modify how much I have to pay each month to make it more affordable. But that it will not change any other aspect of my loan. Basically they Look to see if I qualify for federal funded loan modifications that will help me and my family. I paid everything that was behind. Mr. Cooper would not allow me to make a partial mortgage payment. I would be about XXXX Dollars Short of a full payment and they would say Im sorry. We dont accept Partial payments. And Id tell them its only a few Dollars Short. I felt like they were doing their best to stop me from making payments on my house. I was told to apply for a loan modification. Was told that they look at all the info and will drop the interest rate, lower the payments. But they couldnt tell me until the loan specialist goes thru my application first. I was also told that this was the only way to save my home from being foreclosed on! I had no clue that they had changed anything on my loan at all bc the interest rate stayed the same. I made a payment that caught me up from 3 months behind. And for some reason I had to talk to Mr. Cooper some year or years later and discovered that they had added almost another 30 years to my loan!!!! I had a 30 year fixed rate at 6.5 %. When I found out that my loan was now at 59 years, I thought this is a mistake. I have to call mr Cooper and Talk to them and let them know that Id already been living in the house and had been for about Ten plus years. I expected about 20 years left on my loan. The lady i spoke to told me that my loan is a 59 years left!!! I was told explicitly that the terms of my loan would NOT CHANGE, EXCEPT TO MAYBE LOWER MY INTEREST TO HELP ME AFFORD MY PAYMENT!! Especially since I paid my loan to make it current! XXXX is what I was behind. And I paid that. They didnt do anything to help me lower any payment amounts!! I was told that I had to do this to save my house. Mr Cooper did absolutely nothing for me. I had no clue they had added decades to my mortgage. Bc I was told they do not touch that! That they are here to help people in financial distress Save their homes. Then said that there are federal laws they have to follow and they could not do anything like the Horror Stories I have brought up to them. They said the federal regulators watch the mortgage business too close to defraud people. Mr Cooper Took advantage of me for multiple reasons. I ) I was stressed out. 2 ) used there authority to commit fraud against me. 3 ) told me it would save me money. There were multiple lies! I Need help. I am a father of XXXX. I have worked very hard for a modest home. I literally paid what I was behind and brought the loan current on my own. They lied to me, tricked me, used me. Im going to Expose this corrupt XXXX on XXXX. I Need help to protect my family against this corruption!
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX a servicer bank filed a foreclosure on my home. I defended our home prose from XXXX XXXX to XXXX XXXX. Then XXXX XXXX XXXX. ( XXXX ) granted a covid forbearance, then XXXX offered a loan Mod. ( LM ). Three months trial XXXX XXXX, which I paid. March a LM was sent along with a 4th " post-trial '' payment amt. I had several issues with the unilateral items in the LM, I detailed each item enclosed the 4th payment with my letter of concerns. XXXX, XXXX, XXXX, ratified payments were accepted. On XXXX XXXX XXXX notified me they were transferring my loan to Mr. Cooper bank they wrote " everything will stay the same '' But it did not stay the same. Mr. Cooper refused my 7th payment of {$1500.00}, and increased my amount to {$160000.00}! To be sure this is an impossible amount for me to pay. After a decade of XXXX XXXX offering to make payments, being under the threat of being publicly evicted into the street, we finally were making regular payments ( albeit a few details to be worked out ) but we had completed the 3 trial payments, then we paid three ratified payments only to have our loan transferred, and payments refused. It should be noted this was a predatorial loan in XXXX XXXX also I was discharged of debt in XXXX. I am XXXX, XXXX and an XXXX XXXX XXXX XXXX XXXX XXXX. The bank recently said " you haven't paid in years '' but I TRIED many times, on the record.
Company Response:
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage ( XXXX Mr. Cooper ) paid my homeowners insurance twice from our mortgage escrow account ( on XX/XX/XXXX and XX/XX/XXXX ). They received a refund from our insurance company for one of the payments ( {$3700.00} ) in XX/XX/XXXX but neglected to apply the refund to my escrow account. I received a revised escrow statement on XX/XX/XXXX showing an increase in our monthly escrow payment ( to start in XX/XX/XXXX ) of {$900.00} per month. I immediately called Mr. Cooper 's customer care line at XXXX to understand the increase. It was clear on the call that the insurance payment was sent twice and the refund had not been applied to my escrow account. The agent said she would initiate a ticket in her internal system to rectify the refund issue. She did not submit the ticket, as I confirmed on a later call. I called back several weeks later to learn that no progress had been made. I was told it would be another 7-10 business days and that I should not pay my XXXX mortgage payment until the matter was resolved. However, after several more phone calls, I was told that if I didn't pay by XX/XX/XXXX, I would be penalized and show a late payment on my credit report. I paid the requested mortgage and escrow amounts to Mr. Cooper ( including the escrow overpayment ) on XX/XX/XXXX. I have called back multiple times with no progress. On XX/XX/XXXX, I was finally connected with a Mr. Cooper representative on the " Executive Resolutions Team '' who is now managing my case. Her messages are unhelpful and only communicate that they are still investigating. I have been told that Mr. Cooper did receive the refund from my insurance company in XX/XX/XXXX but that the refund was applied to the incorrect mortgage account. To correct this, Mr. Cooper needs to find the deposited refund check to get the incorrect mortgage account number from the back of the check in order to transfer the funds to my escrow account. I continue to be told that they are investigating ( I was originally told 5 days, but that passed without resolution ). My XXXX payment will be due soon. This is fraud. Mr. Cooper readily admits that they have the funds but applied them to the incorrect account. This is not my issue. I have asked Mr. Cooper to apply the correct funds to my account and re-evaluate my escrow payments. They have not. They should deal with the internal accounting issues in their own time without impacting my monthly mortgage payment. Instead, I continue to be forced to overpay a substantial amount while they collect interest on the overpayment. I am writing request the CFPB 's assistance in this matter. Mr. Cooper does not dispute the facts ; however, they refuse to apply the funds to my escrow account and continue to require an additional {$900.00} per month to which they are not entitled.
Company Response:
State: WA
Zip: 98106
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: In 2015, the US Federal Agency investigation acknowledged and concluded that I am a victim of identity theft and mortgage fraud. The 2006 mortgage was procured by fraud. The Credit Bureau 's separate internal investigation concluded the same. The investigation resulted in removing the mortgages and federal tax liens from my credit report, tax transcripts, and public records in FL and NY. The NY XXXX XXXX XXXX referred my case to the FBI due to multiple jurisdictions being involved. In 2015, the FBI worked diligently in pursuing charges against the loan originator for 3 months until the Federal Statute of Limitations expired on the 2006 mortgage. In 2020, 5 years after the Federal Investigation, I was blindsided by a " Notice of Sale '' mailed to my po box . I was forced to file for bankruptcy to stay the sale of my home and cancel scheduled XXXX. I filed a complaint with the CFPB. A company by the name of Mr. Cooper responded. Mr. Cooper acquired the Mortgage debt in 2016. ( 8 ) years after Default, 2008 ( 2 ) years after Statute of Limitations Expired on the mortgage debt, 2014. ( 1 ) year after the Federal Investigation acknowledged I'm a Victim of Identity Theft and Mortgage Fraud, 2015 Mr. Cooper 's response to CFPB complaint was deceptive and convoluted. Mr Cooper acquired The Mortgage debt in 2016. Mr. Cooper knowingly and deliberately withheld the knowledge of being a third-party debt collector attempting to collect a debt. Governed under the FDCPA Mr. Cooper deliberately withheld knowledge of the State Statute of Limitations to collect the debt had expired in 2014. Mr. Cooper and their attorneys XXXX XXXX engaged in fraudulent and deceptive business practices violating GBL 349 In 2018, XXXX XXXX misrepresented material facts to the court, committing fraud upon the court. XXXX XXXX was unauthorized to file a motion seeking Summary Judgment of Foreclosure XXXX XXXX, attorneys representing the third party debt collector, deceptively claimed to represent the named Plaintiff /Lender they chose. In 2018, XXXX XXXX was erroneously granted Summary Judgment of Foreclosure on behalf of the Plaintiff/Lender ( Wrong Bank , Note ) On XX/XX/XXXX Application for index # was filed By XXXX XXXX XXXXXXXX XXXX XXXX XXXXeported Type of Action : NOP On XX/XX/XXXX The Clerk of Court recorded XXXX XXXX XXXX NOP Remarks XXXX No Note, Wrong Bank Assignments of Mortgage : Confirmed XXXX XXXX XXXX XXXX XXXX wrong Bank. There is no Note On XX/XX/XXXX Bank XXXX XXXX XXXX ( Amended ) On XX/XX/XXXX The XXXX XXXX XXXX recorded XXXX XXXX XXXX XXXX ( Amended ) Remarks : No Note, Wrong Bank Assignments of Mortgage : Once again, XXXX XXXX XXXXXXXX was confirmed as the wrong Bank. There is no Note XXXX XXXX XXXX did not have standing. XXXX XXXX XXXX did not initiate a Foreclosure Proceeding under New York State Law. Mandatory required documents to initiate a Foreclosure Proceeding in New York were never filed with the Court. Most importantly, XXXX XXXX XXXXXXXX was not represented by XXXX XXXX. Confirmed by court documents. Furthermore, Mr. Cooper confirmed being represented by XXXX XXXX in a written response to my CFPB complaint. Mr. Cooper did confirm that I was not served the " alleged '' Amended Complaint. Stating : " No person was found, or otherwise served at the property address, '' Mr. Cooper alleges I was represented by Council. Mr. Cooper 's claims are illogical. If I were not served, I would not know to contact and retain an attorney. It serves Mr. Cooper to believe the narrative that the Perpetrator of Identity Theft and Mortgage Frauds attorney ( XXXX XXXX ) appeared on my behalf. However, it is unlikely that any reasonable person would believe the Perpetrator 's attorney showed up to protect my best interest. CPLR 320 : Unauthorized Appearance by an Attorney Does Not Confer Personal Jurisdiction upon a Defendant XXXX XXXX XXXX XXXX XXXX XXXX XXXX, In 2022, XXXX XXXX filed a " certified '' to be a true copy of the original document. Requesting the Federal Bankruptcy Court to lift the stay. The " certified document '' is ALTERED, FORGED, and FRAUDULENT. XXXX XXXX altered my name as it was typed on the original mortgage document. Changing my married name to my maiden name. XXXX XXXX had the audacity to forge my signature. XXXX XXXX removed the NOTARY SEAL, making the mortgage unable to be recorded. Resulting in a " void '' mortgage Mr. Cooper and XXXX XXXX violated my rights. Through deception and fraud. Having devastating financial and medical consequences. Re-victimizing me as a victim of Identity Theft and XXXX. XXXX XXXX is the new loan servicer. XXXX XXXX does not have information that I am on the mortgage. They sent a letter to my home address stating that the XXXX of Limitations to collect this debt has Expired. The unnecessary delay in XXXX has left me permanently disfigured. Re-victimized as a victim of identity theft and fraud. Thankfully there are bureaus such as the CFPB and the FTC. I am grateful for the government investigating the complex Financial crimes committed in my name. The individuals involved have no idea how deception and fraud have the ability to destroy someone's life not only financially. I hope that compliance is enforced. Individuals who have been given the power and authority to enforce the law and not to abuse the law should be held accountable for their actions. Once a person takes advantage of the privilege they have been given it is no longer a privilege they deserve. Thank you for your time and assistance in this matter.
Company Response:
State: NY
Zip: 10990
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We have asked for over 120 days to address the promissory note and there has been no answer. They have violated the Fair Debt Collections Practices Act. They have also violated Title 18 USC 474 by not denying our claims. Silence is acquiescence. The Deed of Trust has unknown names and different dates. These violate Title 18 USC 474. They have included 3 different investors on 3 different documents. They named themselves an investor but also a servicer. XXXX XXXX, XXXX XXXX, and attorney XXXX XXXX XXXX are all involved.
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been reported to the XXXX XXXX XXXX already. And thankfully, a Lien was narrowly avoided being placed on my house. So no action is needed in terms of paying the overdue escrow anymore. However, I have significant issue with the response from the business in which they don't accept responsibilty for their error, as well as providing factual inaccuracies. Due to this, I feel the need to report what happened to a US Government agency. So please accept this complaint as a record of what Mr. Cooper 's actions were, and please pass this along to any appropriate authorities. Mr. Cooper is our current mortgage lender for our home. I had an Escrow payment of {$680.00} due way back in XXXX XXXX XXXX. Mr. Cooper was supposed to pay this from my Escrow Balance far in advance of it being due, as stated so directly on their website. A Lien was being threatened to be placed on my house on XX/XX/XXXX of 2022, all because Mr. Cooper made a mistake and dragged their feet in rectifying it. My Escrow Account Balance was {$8000.00}. That was more than enough money in the balance to pay the XXXX tax, but Mr. Cooper refused to do it for weeks despite my pleading. I contacted Mr. Cooper multiple times through phone and online chat, as did the Realtor that sold the property to us. Mr. Cooper kept saying that they would " investigate '' it, but nothing would ever happen. Meanwhile, my family 's mental well-being suffered greatly with the threat of a Lien being placed on our home, and seemingly nothing we could do about it. The customer service agent I spoke to on the phone even confirmed that they had purchased my loan back in XXXX of 2022, and that they should have been the ones to pay the XX/XX/2022 Escrow Tax. There were sufficient funds in my Escrow Account, and the Escrow Tax was almost 5 months overdue. I have evidence of countless occasions of me begging them to just pay the bill before I got a Lien on my home. They wouldn't do it for weeks. They were also provided with a copy of the Lien Notice from the town of XXXX XXXX XXXX. Additionally, I accrued late fees because of Mr. Cooper being 5 months late on paying the Escrow Tax. {$22.00} in late fees were added to the tax bill. Mr. Cooper did end up paying these late fees out of their own pocket, but I wanted to note the late fees because Mr. Cooper has tried to claim that the taxes weren't due until XX/XX/2022 in their response to the XXXX XXXX XXXX. This is clearly not true because if the taxes weren't due yet then there wouldn't have been any late fees to pay. They also tried to claim that their investigation showed no error on their part, which I find insulting. I have yet to even be told by them WHY they didn't pay the Escrow Tax Bill back in XXXXXXXX XXXX XXXX despite them having taken ownership of my loan in XXXXXXXX XXXX XXXX. I have no idea how this happened, and all I got in response from Mr. Cooper was them claiming they did nothing wrong.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, my pandemic relief ended with my mortgage company Mr.Cooper. At that time, I was still not working full time and would continue to need assistance with making my mortgage payment. I was instructed to apply for a modification that would decrease my monthly payment to an amount I could afford. I began that process. To enter and remain in that program to be considered for the loan modification, from XX/XX/XXXX to XX/XX/XXXX I was asked to submit several documents including but not limited to pay stubs every month from October 2021-February 2022, child support order twice, divorce decree, food stamp order twice, IRS history from past 3 years, explanation from my childs father as to why he was not paying child support and other miscellaneous documents. I submitted all documents requested on time by uploading them into a portal on Mr.Coopers website. Several times I reached out to XXXX XXXX, who was my XXXX modification contact person. I spoke with him one time only around XXXX of XXXX. I was never able to speak with him again, nor was he available when representatives reached out to him internally from the company. I had so many questions I needed answers to because the process was becoming tedious and I was never told yes I was approved or no I wasnt approved to lower my monthly mortgage payment. In XXXX I went to check on the status to see if they would finally make a decision only to find the portal where I submitted approximately 50 documents from XX/XX/XXXX was gone. I was unable to access any of them. I called Mr. Cooper to speak with XXXX XXXX and was unable to speak with him. Only information I was given was that the case had been closed. At that time, I was several months past the end of the pandemic relief plan and now Mr. Cooper via XXXX XXXX was asking for over {$20000.00} dollars or my house would go into foreclosure. I then called Me.Cooper again to ask about what was going on and why did I receive that letter when I was in a process of working out something to get my mortgage payment at a price I could afford. The representatives at that time knew nothing about the letter XXXX sent. Once again, Mr.Cooper representatives and myself attempted to contact XXXX XXXX by phone on separate occasions they both were unsuccessful. I then spoke with a representative again and told her what was going on and she was so apologetic about everything. She spoke with her manager regarding my case/complaints and her manager was appalled. They both relayed the message that it was no need for me to have been submitting information from XX/XX/XXXX to XX/XX/XXXX without a solution or resolution. They then within 30 minutes approved for me to be placed into a loan modification that I would qualify for. Once I received the paperwork and scheduled a notary to sign for that modification, I noticed my interest rate had increased. I called Mr.Cooper and spoke with a representative in XX/XX/XXXX that assured me that I could resubmit and qualify for a modification that would allow me to remain with my original interest rate. That representative instructed me to cancel that notary and wait until I received another packet to sign that would reflect my original interest rate. She told me it would be a couple of months before I would receive those documents .Never received those documents. Called Mr. Cooper back again XX/XX/XXXX because I hadnt heard or received paperwork to sign but I did receive a letter taped to my front door from XXXX XXXX. Mr.Cooper representative knew nothing about XXXX XXXX correspondence with me. This is when Mr.Cooper informs me that I was misinformed by the representative that told me I could keep my original interest rate and that request has not been processed. Now Im several months behind Im being told by Mr. Cooper and need to pay this money to process my loan modification. Ive been confused, mislead, misinformed, threatened with foreclosure, dismissed, and have suffered many sleepless nights and horrifying days when speaking with some employees because of conflicting information about my account and them not being able to give me the correct information on several occasions.
Company Response:
State: AL
Zip: 35401
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company received bill for property taxes on property which I do not own. Mortgage company negligently paid the county for property taxes on property that I do not own, using money from my escrow. approximately {$21000.00} Mortgage company refuses to take any action to remedy this.
Company Response:
State: IL
Zip: 60053
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern : Why am I having so much difficulty having due diligence completed for a XXXX XXXX with Mr. Cooper? This has been an extremely poor customer experience. Without any success, for over a year, I have been trying to obtain straight answers from Mr. Cooper about opportunities to XXXX XXXX. As an example, on today, Monday, XX/XX/XXXX, I called into Mr. Cooper at XXXX around XXXX XXXX EST. I gave the Representative all of my application information and he ran a hard credit inquiry on my credit report. There after he asked me several redundant questions and I answered, he proceeded to answer me again with the same redundant questions and then hung up on me without a call back. I called back into Mr. Cooper at XXXX and I was told that the Rep that I talked to has gone to break. I had to basically beg for this particular person to escalate the issue and have someone else call me back. I am reporting this issue, because its not the first time that this type of situation has occurred. It has occurred on at least two other occasions, which seem like a systemic issue. I need to have this situation resolved because this is multiple occasions whereas there has been hard pulls on my credit, which bring my credit rating down. And I still dont know the results of my credit application for a XXXX XXXX XXXX with Mr. Cooper XXXX Also, an issue occurred in XXXX with a XXXX application. I have included the email communications in this letter as reference. I complained about this issue on several occasions for months without any resolution. And still to this day, I lost money with this issue due to following the steps that Mr. Cooper advised and still did not attain a Refinance.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage was purchased by Mr. Cooper in XXXX of 2022. At the time my payments were on auto pay with the old mortgage company, and immediately placed on auto pay with Mr. Cooper. There was an outstanding balance ( equal to one payment ), and when I inquired about it, they said they have to give it up to 45 days for the transition to work out, and not to worry about it, they will contact me if there was a problem. Six months later I get a notice that my auto pay will not be honored because there is an outstanding balance, and that my account was considered in default. I called and upon researching, found the final payment with my old mortgage company was not applied correctly. I immediately made an additional payment to correct the situation. Mr. Cooper still reported the account delinquent, and now my credit is destroyed. I requested that they remove the derogatory report since it was an administrative error, and I made an extra payment immediately upon being advised of the problem, and they refuse. They never gave me the opportunity to fix the issue, and refuse to correct it now. I did not ask for this company to purchase my mortgage, and this would have never happened if they didn't.
Company Response:
State: FL
Zip: 33710
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A