Date Received: 2022-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper did not communicate with me as the " Successor in Interest ''. 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: 2022-07-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am writing to ask that the credit bureaus, XXXX, and/or creditors involved to removed the late payments on my credit report. Nationstar/Mr. Cooper bought my mortgage from XXXX XXXX. During this process, My auto pay did NOT transfer over and I was not notified of the mortgage buyout. As soon as I noticed the change, I satisfied my obligation. There may have been old or inaccurate information about me that resulted in me not being notified. As a courtesy and sign of goodwill, please remove the late payments on Nationstar/MrCooper.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originally with Mr Cooper. I've since refinanced and my load has been sold back to the company known as Mr Cooper. My current LTV ratio is below 80 % and my appraised amount to loan value supports this. Current market conditions have also made the value of my home substantially higher than the appraised value. On XX/XX/2022 I attempted to call Mr Cooper to get the PMI removed and their phone system gave me no options to do this nor did it give me any options to speak with a representative about this. I had to state I had payment issues to get a live person. Once connected, I asked the agent for their direct number to which she stated there was none and then transferred me. I did get to speak with an agent regarding PMI. She stated that my LTV ratio was below 80 % and I've not missed payments in the last 24 months but I would need another appraisal to get the PMI removed. I asked why and she stated that it was required from the lender. I asked why the other one wasn't good enough and she said because this was different than getting the mortgage refinanced. I sent an email the same day to their general email box asking for PMI to be removed and I received an automated email response. Their tactics of making it difficult to get ahold of a rep to remove PMI and the requirement to get another appraisal beyond the refinanced value is unfair to the homeowner especially when that homeowner has no choice but to use that lender when the mortgage gets sold between companies.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have owned our house for 14 years and have problems with payments during Covid. Our mortgage company Mr. Cooper says we qualify for pandemic forbearance plan and gives us 9 months with no payments. When the plan ends we ask them to try and modify or restructure our loan and they refused, they would not let us fill out application, they would not look at the current financial information of our family. We tell them that part of the government forbearance plan is to give people a way to restructure the loan and be reviewed for programs and they say sorry, Mr. Cooper does not do that, you have to pay all the past due payments to us in one payment. We make good income again but can't pay all this money. Now Mr. Cooper sets sale date for XX/XX/XXXX. We love our home and have equity and want to fix this but Mr. Cooper will not give us a chance. We believe this is government XXXX XXXX or XXXX XXXX loan and there are many programs that are available for distressed homeowners. We had a modification 7 years ago when the interest rate adjusted very high and we made these payments for almost 5 years with no problems. In XX/XX/XXXX I was no longer able to work and was collecting disability and my husband 's company was sold to a new ownership group. Even though my husband made good money, the new owners don't understand the business and the company has problems and can't make the payroll for a few months. Once things were fixed we called Mr. Cooper to begin making mortgage payments again but they would not take the money. We asked to be considered for modification and they said no, the only option is to pay everything back. A few months later we had Covid pandemic and my husband company struggles and he loses hours and they miss payroll several times. Finally after many calls Mr. Cooper says we are approved for pandemic forbearance plan. We believe that after the forbearance we can work to a new modified and restructured loan or repayment plan but instead same thing happens and the agents say no to everything. This is wrong. Pandemic CARES Act forbearance was mandated by Congress and lenders are REQUIRED to offer a path to fix the late payments after the program ends. Mr. Cooper has failed to do this. We have had a significant change in our financial circumstances, my husband is doing well at his job and I am receiving monthly XXXX and my son who lives with us is also working full time and contributing. This is an avoidable foreclosure if Mr. Cooper would just give us a chance for review for modification, restructured loan, capitalization of arrearages or repayment plan but they block everything we do. This is wrong and this company should be investigated for how they treat Virginia homeowners.
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I received a letter from Mr. Cooper Mortgage Company offering assistance for those effected by COVID 19. I was having a hardship but had not defaulted on the loan yet. I thought it prudent to be proactive and applied for forbearance and was approved. I was in forbearance from XX/XX/XXXX to XX/XX/XXXX. Mr. Cooper contacted me to advise my forbearance plan would conclude at the end of XX/XX/XXXX. The letter also offered next step solutions for my mortgage, including modification. I began the modification process in XXXX of XXXX. The company advised that I would not have to submit payments while I was applying for the modification. On XX/XX/XXXX, I received a letter from Mr. Cooper stating that I was approved for an FHA HAMP Modification and Partial Claim Combo. The modified payment would increase my mortgage payment by {$480.00}. It was my understanding that an approved modification results in lower payments and/or interest rate. The interest rate increased from 2.75 % to 6 %. The letter also states that I am declined the forbearance plan. This confuses me since I was already approved for and went through the forbearance plan. Upon reading Mr. Coopers modification terms, I called their modifications department. I told the representative I could not afford to pay the amount and would rather stay under my previous mortgage terms. He advised that to go back to my previous mortgage, I must pay a substantial lump sum equaling approximately six months worth of mortgage payments. He said my only options were to agree to the modification terms that would increase my mortgage by almost {$500.00} or pay a lump sum of over {$7000.00} to stay under my previous mortgage. I am financially unable to do either. I was duped into believing I was receiving assistance due to hardships brought on by COVID 19. Instead, I was misled into possible foreclosure.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im trying to remove PMI from my mortgage. Im following the rules and contacted the company about I want to do mortgagee recast and I want my PMI removed based on the new valuation of the house, since the real estate market is on the rise. I purchase this house XXXX ago. And the value is indeed increased. The company initially aggreed and made me go through the process and pay XXXX non refundable fee. The. After going through all the process they rejected it and they said the XXXX calculation will be based on the original loan amount not based on the new validation. Need help as I want to do my right and removing the PMI based on the new house valuation.
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home in XXXX, and paid Nationstar 's demand of me, which was overstated. I never received a final payment history in XXXX, and when I did in XX/XX/XXXX, Nationstar allocated {$2800.00} in lines XXXX of my account history. See attached. 8 years later, on XX/XX/XXXX, Nationstar 's counsel provided me with an XXXX spreadsheet in response to my request for a final account history, after settling the matter in XXXX XXXX XXXX XXXX in XXXX XXXX, Nationstar changed the payment allocation of my late fee payment deleting XXXX entries amounting to {$2800.00} to a new XXXX entries totaling late fee payment was made of {$11000.00}. XX/XX/XXXX, as attached, I mailed Mr. Cooper a Notice of Error for good cause see XXXX account history and XXXX XXXX spreadsheet for clear evidence in lines XXXX as to why. Nationstar failed to acknowledge the notice only having their counsel do so, and then by counsel stated there was no error, with Mr. Cooper refusing to confirm the XXXX spreadsheet or correct the facially inaccurate late payment allocation only changed in XX/XX/XXXX, to which an order preventing this complaint doesn't apply filed XX/XX/XXXX. This new payment allocation came after I agreed to waive prior claims, and after the company had a Judge agree to waive my rights to recourse in an ordinary tribunal or administratively through your bureau. The new payment allocation indicates in the 4 years XXXX XXXX XXXX serviced my loan and the 16 months Nationstar serviced my loan, that instead of reporting the actual XXXX late payments, the mortgage file indicates XXXX late payments were made in 60 months. As of today, the counsel for Mr. Cooper is threatening to subpoena everything I own including bank accounts, all of my personal account records, everything because I am asking Mr. Cooper to revert their erroneous new payment allocation of late fee payments from {$11000.00} back to the amount Nationstar received of {$2800.00} that is also over charged but I gave up trying to achieve a correction in XXXX, that should state {$1500.00}.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage is with Nationstar XXXX Mr. Cooper XXXX Nationstar/Mr. Cooper incorrectly reported my account as delinquent to credit agencies while the account was in good standing and in the forbearance/deferment process under the Cares Act. This caused my credit score to drop from XXXX to below 650. In contacting Nationstar about this I was told to send an email to the research department and wait 30 days for them to investigate and have it corrected. I sent the email, as well as reported to each of the credit bureaus but have yet to receive any communication from Nationstar/Mr. Cooper now in the third week since my initial email. This is infuriating that a company can cause damage to personal credit history and not take immediate action and regular communication to correct. With Mr. Cooper you are unable to speak with anyone beyond the general customer service line when calling, regardless of your issue. Two of the three credit bureaus ( XXXX and XXXX ) have been very good about keeping me informed of their processes to reach Nationstar/Mr. Cooper and have corrected the credit report. XXXX has had no communication and still has not corrected the credit report.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from the city of XXXX dated XX/XX/XXXX indicating the tax after homestead exemption decreased the amount due. After contacting Mr. Cooper on XX/XX/XXXX, and again on XX/XX/XXXX, I received a letter from them dated XX/XX/XXXX confirming they disbursed more than the amount billed and my account was due a refund. I have contacted them multiple times since over the past four months and received various and conflicting guidance regarding next steps, processes, supervisors, timeframes, and rationales for delays. I contacted the city directly on XX/XX/XXXX but they have no record of documentation received from Mr. Cooper to date and was advised Mr. Cooper can simply provide a letter that the city can return the overpayment owed directly to me. I have been speaking with two escalation customer service specialists ; one advised me to request that letter from a different department I could only reach via email and whose response was to contact customer service. I have been updated that there is no update, end of day extends into multiple days, and the assigned agent is unresponsive. They seem unwilling to issue the refund to my account and have not provided the letter nor any barriers for them to be able to do so or meaningful detailed information for months now.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a Covid forbearance plan intended to help save my home. I got a new job, recently ended the forbearance, and applied for a Covid relief modification. I have been in my home since XX/XX/2013 and received a letter from my mortgage provider that stated they are approving the modification for 30 years, and my interest rate will go from 4.25 % to 6.00 % which will increase my mortgage to {$1700.00}. If I don't agree to this increase, I may lose my home. I don't understand how making my mortgage payments higher with an increased rate helps.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A