Date Received: 2022-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have submitted several request to Mr. Cooper/Nationstar to update incorrect reporting on my XXXX and XXXX report XXXX I have also requested the help of the credit agencies directly without resolve. They continue to report my mortgage was paid late, although that information is incorrect. My account was assumed by Mr. Cooper/Nationstar on XX/XX/XXXX, payment in full was received XX/XX/XXXX. The attached documents support my claim.Please take note, in the state of Maryland once a mortgage is sold. There is a sixty day period allowing for accounts to transfer and update for payment processing. I have requested correction, and Mr. Cooper/Nationstar continues to delay and falsely report my mortgage payoff. These inaccuarte remarks heavily affect my credit rating and livelihood. Attempts to resolve : Mr. Cooper/Nationstar XXXX Phone request XXXX Phone/ Email Request XXXX XX/XX/XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX
Company Response:
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Mr. Cooper that is escrowed. My hazard insurance renewal was scheduled for XX/XX/XXXX ( shown on the system with the correct insurance company and policy number ). I received a letter in the mail ( dated XXXX, received XX/XX/XXXX ) that insurance had lapsed for non-payment and that Mr. Cooper would be force-placing insurance if I did not provide proof of new insurance. Mr. Cooper blamed previous insurance company ( XXXX ) not providing billing information, but I find it unacceptable that the servicer simply didn't pay the insurance premium and did not notify the consumer ( me ) until it was time to 'force place ' insurance. I went without coverage ( unknowingly ) for over a month due to the inaction of the servicer.
Company Response:
State: SC
Zip: 29036
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred from XXXX XXXX XXXX to XXXX XXXX. The new mortgage provider does states that my loan payments were not up to date and requesting an extra payment. Unfortunately, despite multiple attempts, I have not been able to resolve the issue with the company. Name of Company : XXXX XXXX Date of transfer of Mortgage : XX/XX/2022 Amount : {$4000.00}
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: ***THIS COMPLAINT ALSO INCLUDES FREEDOM MORTAGE AND MR. COOPER/XXXX XXXX XXXX*** My husband and I have been dealing with this nightmare since XX/XX/XXXX. Instead of paying money so our daughter can begin her college career, we are using the funds as a retainer for an attorney to help protect our financial well-being due to this post-forbearance issue. We want our current mortgage company Mr. CooperXXXX to abide by and implement the Veterans Affairs Partial Claim that our former mortgage company XXXX XXXX said we were approved for in XX/XX/XXXX. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom XXXX stating we had been approved for the COVID-19 Refund Modification. The letter stated we told XXXX XXXX that we could not resume payments, which was not true. We told XXXX XXXX from the very beginning that we were ready to resume payments. A copy can be provided. XXXXXXXX XXXX Loss Mitigation said they would resubmit the paperwork. On XXXX XX/XX/XXXX : Received a letter from XXXX XXXX that we had been approved for Veterans Affairs Partial Claim. XXXX XXXX said they would work on the paperwork that had to be notarized. A copy can be provided. I called XXXX XXXX and the representative stated the signing would be scheduled. I asked the XXXX XXXX representative if I needed to get a Power of Attorney from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in Veterans Affairs until her high school graduation, she was in her senior year. The representative said XXXX XXXX would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. XXXX XX/XX/XXXX : A notary had me sign and he notarized the Veterans Affairs Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called XXXX XXXX while he was at the house because he thought My husband was going to be at the signing. No one from XXXX XXXX answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to XXXX XXXX. A copy can be provided. I kept calling XXXX XXXX and each representative said they would send the papers to my husband, and it never happened. One day I called XXXX XXXX and the representative told me that XXXX XXXX sold our loan to Mr. Cooper, and I would have to talk to them about getting the paperwork corrected. I was given a phone number to Mr. Cooper. I kept calling Mr. Cooper for months and was being told my file could not be found so they had not received it from XXXX XXXX. At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as Mr. Copper. I was given the correct number and called. I called Mr. CooperXXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that Mr. CopperXXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. After going back and forth with Mr. CooperXXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from Mr. CooperXXXX stating anything about the payment. Mr. CooperXXXX sent us a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX of XXXXXXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and Mr. Cooper has since removed it. During the week of XXXX XX/XX/XXXX, Mr. CooperXXXX stated Veterans Affairs disapproved the post-forbearance plan because the home is a rental. When we were exiting forbearance last year, I spoke with a Veterans Affairs representative and spoke with XXXX XXXX representatives and was told by both parties that Veterans Affairs would treat ALL Veterans Affairs loans exiting forbearance at special consideration made for the CARES Act forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the CARES Act. XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and Mr. CooperXXXX was going to hit our credit 180 days late once again. ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX COVID-19 Veterans Assistance Partial Claim Payment Program . ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXXLoan Deferment is a COVID-19 Home Retention Program Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on active duty at the time, and my husband received short notice XXXX orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX civilians the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender keeps charging pmi since XXXX of 2021 despite pmi bot being necessary. They wont resolve the issue. I intend to sue them as well as use this process. The company is mr cooper
Company Response:
State: IL
Zip: 60510
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home 9 years ago with a VA loan from XXXX. The loan was sold to Nation Star and I didn't have a problem then. The loan has since been tranfered to a different part of Nation Star called Mr. Cooper. I can no longer access my documents and mortgage stuff from the XXXX website. My biggest problem is the privacy notice that I got. It basically says that they are going to use my personal data for marketing purposes not only with Mr. Cooper but their affiliates. The notice said that there is basically nothing that I can do about this. I don't know the law but I always thought that my personal data belonged to me. I never agreed to do business with Mr. Cooper. I bought my loan from XXXX. I don't know the law but I want to know what my rights are and if my personal information has value then why does my mortgage company think that my information belongs to them. Is the Privacy Act of 1974 applicable because it is a VA loan? Is there anything similar to the Privacy Act of 1974 that governs civilan companies?
Company Response:
State: OK
Zip: 74804
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: VA Home loan was purchased XX/XX/16 through XXXX XXXX XXXX XXXX XXXX XXXX XXXX Nationstar is acting as a lender to my XXXX XXXX XXXX which was originally through XXXX XXXX however, Nationstar bridge-loaned through XXXX to be FDIC insured. They used XXXX XXXX XXXX XXXX XXXX to conceal who the true lender or party in interest is/was, creating a cloud on my title. XXXX XXXX XXXX XXXX, commonly referred to as XXXX is illegally acting under the registered mark owned by XXXX XXXX XXXX XXXX, in violation of the Lanham Act. See XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXThe XXXX number on my mortgage documents refers to the electronic registry my loan was placed in to be securitized as a mortgage-backed security ( unknown to me ) but that XXXX and registry are owned by XXXX XXXX, not XXXX XXXX XXXX XXXX XXXXXXXX Nationstar has been sanctioned from performing such actions by the CFPB and Federal Govt. See XXXX order. I was never made aware my mortgage Note was to be converted into an electronic note, violating the UETA. It was also never disclosed that my loan would be sold in the secondary mortgage market.
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I notified CFPB of a forebearance I was given by Mr cooper mortgage company. CFPB OPENED AN investigation and mr cooper responded with an approval of my forebearance with correspondence letters being sent to CFPB dated XXXX XXXX showing I was approved for forebearance through XXXX XXXX, and removed negative items from credit report after sending me a letter stating they didnt put it there. which can be found on the CFPB website. Also the letter stated no delinquency will be reported to credit reporting agencies. However, Mr cooper has not honored the agreement they have sent you or I. The first XXXX months I was in forebearance I continued to make payments even though I didnt have to. ( XXXX XXXX XXXX ) I never missed a payment. This is the second forebearance they have granted me and my second complaint with CFPB. ( XXXX ). The reason for my complaint is the same as the first time. They have reported to credit reporting agencies and my score has dropped over XXXX points leaving me unable to refi my first and second mortgage which was one of the reasons I needed the forebearance in addition to the hardship. My score has gone from a strong XXXX from me working so hard to get it there to XXXX. Ive called them repeatedly to rectify this and each time Ive gotten different people stating Im in a forebearance and others stating Im not. Some telling me they are sorry Im not in a forebearance because the loan matured. Well, for XXXX months Ive been told and have been thinking I was in forebearance until XX/XX/2022 because this was what I was told. CFPB was sent correspondence stating Im in forebearance and so was I. Never was I sent a letter stating I wasnt. This is unacceptable. All the company can tell me is I owe XXXX. My most recent call was Thursday and the young lady told me there was a glitch in the system but her and her supervisor was working to fix it so that the correct information would be sent to credit reporting agency. And it should be taken care of in XXXX days. Then Friday I spoke with another lady who stated very unconcerned shes sorry but there is no forebearance and none could be done. Saturday spoke with XXXX who took the time to read all notes listen to my grievances and stated he would send to escalation who I know cant help me with this. Now my credit is ruined. I cant get a loan. Time is running out! I cant get a parent loan for my XXXX who is in college that Ive gotten for the last XXXX years because that was denied because of this too. And all they can tell me is they are sorry. My first mortgage is XXXX. It is current and I pay on time! I will not allow mr cooper to steal my home over XXXX. Because I feel this is their agenda.
Company Response:
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I pay my mortgage directly through a company called Mr. Cooper back in XXXX I was under a loan modification program which I will be including thats on my statement. Towards the end of XXXX the program ended I was told again that nothing bad will report to my credit since I had asked this question throughout the whole year of XXXX because I was in a financial bind due to a terminal medical issue. XX/XX/XXXX I contacted Mr. Cooper to find out any other options because I got sick again the sickness was more so like a XXXX a really bad XXXX at that time no one knew that it was XXXX so I continue to try to make my payments XX/XX/XXXX is when I was placed on a COVID-19 plan with this plan I was told that I did not have to make payments while I was not working due to XXXX I also was told that it will backdate the Covid-19 plan to XX/XX/XXXX. Turn to find out that I was told I got miss informed information I have been trying to correct this error by sending documentation by speaking to over 50 different representatives that left a notation stating they were also confused and to why I have to go through so much when I am currently doing all my payments on time for the past two years. What is really unfortunate about Mr. Cooper is they try to retain their customers by selling them other products like refinancing your home I get so many calls from Mr. Cooper regarding refinancing my home why would I want to do any business with this company anymore let alone have another loan with them? They cant even correct the problem at hand. I am no angel I have been behind before on my mortgage I have had XXXX problems prior I try my best to walk in good faith I have never made a complaint regarding this company even though there has been a lot of hiccups within the last 12 years of dealing with Mr. Cooper. But other agencies like consumer finance and the XXXX XXXX XXXX should see how consumers are just numbers and how we are being handled poorly. This has now been over two years and I have disputed this with Mr. Cooper numerous amounts of times and Ive also disputed this with the credit bureaus numerous amounts of time Im getting nowhere. Because of my long history with Mr. Cooper I would think that if I had two years and positive good standing on time payments sending double payments a month to get the mortgage down to pay it off I think they should look at my history and see that we owe some type of help that help to me would be removing any past due late charges 30/60/90 days 120 days please remove I will greatly appreciate this. Whats really sad is that I was on a forbearance payment plan to prepare myself for another loan modification and was told by the representatives that it will not report negatively on my credit report. Getting misinformed information is one of the worst things that a company could do not training all their employees to be on one page and no the different products and services is really unfortunate because in the long run it hurts the customer and damage the reputation of the company I will never do business again with Mr. Cooper. Furthermore Mr. Cooper shouldve at least updated my credit Report to say that I was in some sort of repayment program which was not done either it just shows that I was delinquent and never attempted to try to pay.
Company Response:
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refer to XXXX and XXXX. They still havent fixed it. They are charging too much for escrow. They need to reduce monthly payment and also refund overage. Thanks
Company Response:
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A