Date Received: 2022-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has recently been transferred from XXXX XXXX XXXX to RightPath Servicing. XXXX XXXX XXXX received proof of property insurance from me on XX/XX/22 and again on XX/XX/22. I sent proof a second time due to XXXX XXXX claiming I havent provided them with proof of insurance. On XX/XX/22 RightPath Servicing made the claim, to me, that they did not have proof of current property insurance and threatened to place insurance on my property and charge me for it. On XX/XX/22 I emailed proof of property insurance to RightPath although they should have received the proof of insurance from the previous servicer, XXXX XXXX XXXX On XX/XX/XXXX, received XX/XX/XXXX, RightPath mailed me a letter still claiming to not have proof of insurance and threatening to purchase insurance on my behalf. I have now emailed my insurance policy to RightPath twice, again on XX/XX/22, and ask that you hold them accountable for attempting to fraudulently charge me for insurance I already have.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper continues to decline my retention request, even though I can afford the current payment and would like to stay in my home. In addition, Mr. Cooper used the incorrect property valuation and refused to review my income, all factors in their denial of my request.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have not missed a mortgage payment in 15 years, the servicer and account number has changed several times. 5 payments have been made and unapplied, 3 of the 5 have were received by the current mortgage servicer with a previous account number, however the address, amount, and dates were verified by XXXX XXXX XXXX XXXX banking department as being sent and not returned. XXXX of the 5 payments were returned by the previous servicer. Currently the servicer, Mr Cooper is stating they need 6 payments to avoid foreclosure, even though they were faxed verification from the bank 3 of the payments were received, they have refused the additional 3 payments from me. Please see payment date and amounts. XX/XX/2022 {$850.00} XXXX XXXX XXXXXXXX XX/XX/2022 {$850.00} XXXXXXXX XXXX XXXXXXXX XX/XX/2022 {$850.00} XXXXXXXX XXXX XXXX XX/XX/2022 {$850.00} XXXX XXXX XXXXXXXX XX/XX/2022 {$850.00} XXXXXXXX XXXX XXXXXXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a 100 % XXXX veteran who has tried many times to get mr.cooper to adjust my account for my approved property tax exemptions for my XXXX thru the state of texas. I have submitted my state XXXX federal documents to them many times and tried calling and emailing them to get resolution and nothing is happening. This company is a bad company and seems to do things like this to many homeowners in state of texas. Mr.COOPER is still pulling my escrow taxes from me after i have submitted all required documents and they wont acknowledge my XXXX documents for tax exemption. I have contacted state governor, the district attorney and nothing seems to be done. Is there anyone who can help omg.
Company Response:
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper, a mortgage company that bought my home loan, effectively stole from me for over a year. In my closing documents I showed that my insurance company, XXXX, had the homeowners insurance on my home. It was part of my escrow account that determined my monthly invoice owed to Mr Cooper Yet Mr Cooper decided, on their own, that I didnt have homeowners insurance and effectively double charged me by adding on an additional XXXX $ per month to my escrow for their in-house insurance company. Once I noticed the amount coming out was wrong I contacted Mr. Cooper in early XXXX and eventually they refunded over {$4000.00} to me because of this double charge. They did not return any interest that money should have earned. In addition the following month, XXXX, they went ahead and charged me the higher amount again. That lead to a non-sufficient funds charge on the account because I was not expecting a higher amount. After numerous phone calls, they finally decided to wave the extra fees because the account wasnt paid on time None of this shouldve been a problem, except that Mr. Cooper thought they could get away with charging me twice for my home insurance, with their in-house insurance company. So to recap, Mr Cooper took out extra money, kept it, Im sure invested it, and it was only when I had to make numerous phone calls to get them to fix the problem that they decided to return my money without the interest. I believe this is clearly a deceptive practice and should be investigated to see if its being done on a widescale basis. Please contact me if you have any questions. XXXX XXXX
Company Response:
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am denied a Home Equity Loan by XXXX XXXX XXXX citing the following reason : - I already have a home equity loan with Mr Cooper ( Nationstar mortgage ) - Denied on XX/XX/24 - applied since XX/XX/XXXX They cite that they couldn't establish XXXX XXXX on the property for home equity loan because I already have a home equity loan with Mr cooper. This is not true because I had a cash out refinance from XXXX XXXX last year ( more than a year ) and it was sold to Mr Cooper. Loan closing document clearly states it was a Convential XXXX years fixed refinance. I don't have a XXXX mortgage and restricting to leverage my equity value to get a loan for my financial benefit is unfair to me. XXXX XXXX XXXX has alreasy pulled my credit report and they don't show that I have XXXX mortgage. Denying me this credit has enormous consequences for me financially plus it's not fair and there seem to be erroneous process on either Mr Cooper or XXXX or other company 's site. I was told this is the XXXX occurrence they have known of this kind so far.
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: XX/XX/2022 I dispute this debt in its entirety. I do not authorize your company to purchase homeowners insurance for my home, and I will not reimburse you for any insurance payments for any reason. Your company, RightPath, has not validated any debt that concerns me. Your Consumer Financial Protection Bureau ( CFPB ) form letter response submitted on XX/XX/2022, within twenty-four ( XXXX ) hours of my CFPB dispute and complaint on XX/XX/2022, states that you completed an investigation that validates a debt. The few photocopies of random numbers and meaningless abbreviations that you attached in your response prove nothing that concerns me but are an attempt to deceive and confuse a consumer. The charged-off loan you referenced contained acts of fraud and violations of federal real estate laws from its inception and throughout, and was closed on XX/XX/2022, by the previous loan servicing collection agency, XXXX XXXX XXXX XXXX In my CFPB dispute/complaint to your company on XX/XX/2022, I stated that the fraud and violations had been addressed in my previous CFPB complaints to XXXX XXXX XXXX XXXX That is why they charged it off with a XXXX balance. I have documentation that substantiates my statements. Rather than conducting a thorough investigation of this fraudulent closed loan, where the fraud and violations were blatant, you have chosen to ignore my CFPB complaints to RightPath and XXXX XXXX XXXX and attempt to perpetrate the fraud by attempting to extort money from me, while attempting to abuse and intimidate me with suggestions of my credit being negatively affected and continuing with pre-foreclosure on my home.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XXXX XXXXXXXX XXXX sent letter saying Mortgage is being transferred to Mr. Cooper effective XXXX. Receive Mortgage Loan statement on XXXX that states I owe {$1000.00}. Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. Receive Mortgage Loan statement on XXXX that states I owe {$17000.00}. Made a call to Mr. Cooper on XXXX had to leave a message to call back. XXXX XXXX called and said that I was still on Pandemic forbearance, in which I told her that was resolved last year, then she said " Congratulations '' and she said everything was fine. Receive Mortgage Loan statement on XXXX that states I owe {$16000.00}. Receive an " Escrow review statement '' saying that my new Mortgage payment Starting XX/XX/XXXX will be {$1100.00}. Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. Made payment to Mr. Cooper ( XXXX ) on XXXX for the amount of {$1000.00}. When talking to XXXX Arizona when making the payment I told her that the amount of {$1100.00} was wrong and she told me that I have to call next month. Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}. On XXXX We received a letter saying that they did not find any error in a payment history and we still owe XXXX payment in which we sent in out bank statement for that month. XXXX I called XXXX XXXX to make payment and she sent me to Loss Mitigation to make a payment in which I did for {$1000.00} Receive Mortgage Loan statement on XXXX that states I owe {$6400.00}. This email sent to XXXX XXXX : Good Morning XXXX, I received a bill for {$6400.00}. I thought this was resolved. Back on XXXX I talked to to XXXX and she said everything was resolved. Can you please make sure of this ASAP. In XXXX we are going to apply for XXXX loans for my Daughter and I can not have this in the way of the application. Please reply all to this email. XXXX : Left message on XXXX @ XXXX, XXXX, XXXX XXXX : Sent email @ XXXX, XXXX, XXXX Sent another Email on XXXX Rec. this email on XXXX : XXXX XXXX, XXXX, were waiting for the XXXX XXXX to address the issue. Both XXXX and I have submitted requests to review and update the account to reflect the correct next payment due date. The turn around time is approximately 10 business days. I apologize for any inconvenience this may cause. email sent XXXX : XXXX XXXX, XXXX day did you and XXXX submit the requests to review? No Answer Asked again on XXXX : Good morning, What day did you and XXXX submit the requests to review? Please reply all to this email answer email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX. I submitted another request on XX/XX/XXXX for a modification review. Ive also submitted an escalation request to my manager. I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible. XXXX made payment of {$1000.00} Email XXXX : Good Morning, I made a payment today of {$1000.00} and the prompt said I still owe {$6400.00}. I am really starting to get very concerned about this. My wife and I do NOT want it to come down to the last minute before we apply for XXXX loans and get declined of those applications because of this outstanding balance. Tomorrow has been a month and this issue should of been resolved. Can I please have the name of your manager and his/her direct phone number, so I can talk to he/she about my major concern. email XXXX : XXXX submitted both an Escalation to the modification department and to request a modification review on XX/XX/XXXX. I submitted another request on XX/XX/XXXX for a modification review. Ive also submitted an escalation request to my manager. I apologize for any inconvenience. Im working on getting the issue resolved as soon as possible. On XXXX I ask them to call me. Again I asked them to call me on XXXX rec email XXXX : XXXX XXXX, Per our conversation, I will find out what the turnaround time is to get the next payment due date corrected now that theyve determined the cause. My Supervisors name is : XXXX XXXX Email : XXXX She is diligently working on a resolution as well as her superiors. Wed all like to see this resolved. I apologize for any inconvenience and appreciate your patience. This is the email I sent : XXXX XXXX XXXX, I appreciate your hard work to resolve this issue. But my wife and I have been dealing with this since XXXX XXXX and told numerous times it was resolved. My wife received a certified " Notice of Default and Intent to accelerate '' letter saying that we owe {$5300.00}. My wife started to cry. This was upsetting to me. I spoke to XXXX and she told me that there is a " clich '' in the system and it would be resolved. I asked XXXX I need a date ( s ) that this will be resolved and I have not received it. My daughter just graduated XXXX and she is going on to college. If this bad situation is not resolved, it will hinder the application of student loans and I CAN NOT ABSULUTELY have that happen. Please email back ( please reply all ) on exactly what is going on and please include dates. XXXX received The Loss Mitigation Application in the mail XXXX sent email to XXXX XXXX Received a Mortgage Loan Statement for {$7500.00}. Also late charges of {$29.00} Sent email XXXX : XXXX XXXX XXXX, I received the new bill ( statement ) and it says I owe {$7500.00}. Also, I paid my XXXX statement on XXXX and you guys charge me a late charge of {$29.00}... please explain. I figured out the XXXX business days when this will be resolved and it will be XX/XX/XXXX, do you agree? XXXX received " Notice of Default and Intent to accelerate '' letter in the mail Sent email XXXX : Good Morning, It has been 9 business days. Everything has been resolved, correct? Sent email XXXX : Good Morning, We received another letter telling us we owe {$6400.00}. PLEASE tell me what is going on. I have been emailing you and I have not received any emails back from you. Please reply all. XXXX Sent email to XXXX XXXX Made a payment of {$1000.00}. XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX XXXX called me and said to XXXX reverse the book modification and have to re apply the payments. Does not know when completed maybe XXXX business days to be completed. Return email from XXXX XXXX XXXX : Per our phone conversation, my manager has changed, her name is XXXX XXXX XXXX you may have spoken to XXXX in the past. Her direct contact info is : XXXX. As I said we are working to get this issue resolved and I will continue to monitor the situation and let you know the progress. I apologize for any inconvenience this has caused. If you have any questions or concerns, please let me know. XXXX received " Notice of Default and Intent to accelerate '' letter in the mail XXXX received a Mortgage XXXX XXXX for {$7500.00}. XXXX XXXX called me and said that there was a XXXX extension was approved on XXXX and the modification got undo and have to redo the modification. There is still no change. XXXX made a payment of {$1000.00} to XXXX XXXX that said that XXXX was made on XX/XX/XXXX and there nothing Done. Also, XXXX submitted a credit dispute. XXXX XXXX XXXX XXXX XXXX XXXX He called me and said my Modification was rejected. Then he put me on hold and Hung up on me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage, LLC failed and refused to communicate with me as the " Successor in Interest '' regarding this house. See attached complaint.
Company Response:
State: AR
Zip: 72653
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX. During XXXX to XXXX, our mortgage was serviced by XXXX Bank. During this time, our mortgage was in forbearance under CARES Act for a 12-month period. XXXX. We applied for and subsequently received an additional 90-day forbearance period, also through CARES Act rules. XXXX. Without notification, on or about XX/XX/XXXX, XXXX moved the balance of the 12-month forbearance period mortgage payments to the end of the mortgage period, which I understand is referred to as deferral. XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold to XXXX XXXX XXXX ( XXXX ). We applied for and subsequently received an additional 90-day forbearance period under CARES Act rules with XXXX. The total 12 month + 3 month + 3 month CARES Act forbearance period should have expired on or about XX/XX/XXXX. XXXX. During this time, it became apparent that XXXX, without written notice, had attached an escrow to our mortgage account. They began paying property tax bills and homeowners insurance premiums sometime in the summer of XXXX. We were not aware at first that they were paying these. Nonetheless, we continued to personally pay property taxes and homeowners insurance on the property throughout the forbearance period and to date. Overpayment balances exist on both our property tax account and our homeowners insurance account. XXXX. We made several unsuccessful attempts to have the escrow reviewed with XXXX, but were not able to secure the review. XXXX. Beginning with our XX/XX/XXXX statement, XXXX began to invoice us for {$1600.00} for escrow, and to include this amount in our monthly payment amount. XXXX. We were notified on XX/XX/XXXX by XXXX that our Forbearance Plan had been continued for an additional 180 days and that no loan payments would be required during this period. XXXX. We began making regular mortgage payments ( not including escrow amounts ) on XX/XX/XXXX and have made those payments each month, as due, up to and including XX/XX/XXXX. XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold again, this time to Nationstar Mortgage XXXX d/b/a RightPath Servicing/Mr.Cooper. XXXX. Since that time, I have made numerous attempts to contact and get answers about the resolutions I am seeking. These included the following : a. Call to general number in mid XX/XX/XXXX. On the Call was a XXXX XXXX from XXXX XXXX that I located through CFPB. I was referred to XXXX XXXX, my loan XXXX. I was told XXXX XXXX would call me within 3 business days. He did not, or he called and left no message from a contact number unknown to me. b. I emailed XXXX XXXX on XX/XX/XXXX, requesting relief as listed below, but received no response. ( See XXXX XXXX attached ) c. I emailed XXXX XXXX again XXXX XX/XX/XXXX and again received no response. d. I called XXXX XXXX on XX/XX/XXXX and asked why he had not contacted me. I was told that it was company policy that ( he ) was not allowed to contact me by email. e. I asked how to have escrow removed from my account. XXXX XXXX provided XXXX separate emails : i. one to verify homeowners insurance coverage ii. one to verify that we had paid all property taxes. f. I sent those emails on XXXX and received only a in process response from the insurance verification site, but never any response with details to either email. ( See XXXX XXXX, attached, plus attachments, XXXX XXXX & XXXX XXXX, attached ) g. XXXX XXXX tried to connect me with a supervisor to handle other issues, but put my call on mute so that I could not be heard when supervisor picked up. h. I called back to the general number and asked to have a supervisor call me, but nobody ever did. i. I understand that NationStar/RightPath Servicing may intend to put my account into foreclosure, beginning that process as soon as XX/XX/XXXX. j. On XX/XX/XXXX, I sent a Qualified Written Request to the address listed by RightPath Servicing to notify them that I am protesting the error amounts and the escrow on my mortgage. ( See Page XXXX, attached ) XXXX See also statements attached from XXXX plus Escrow history/partial from XXXX ( See Page XXXX, attached ) and statement from RightPath ( See page XXXX, attached ) and contact information for XXXX XXXX from RightPath ( See XXXX XXXX, attached )
Company Response:
State: IL
Zip: 60025
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A