Date Received: 2022-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am currently awaiting a loan modification and as of XX/XX/2022 my credit report shows Im 120 days late on my mortgage payment, when Im fact Ive been told by company representatives not to make any payments until the modification has been completed. Also my loan is now with a different servicing company effective as of XXXX XXXX. I have sent proof to Mr.Cooper. This has affected my credit report by dropping my score XXXX points.
Company Response:
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX property closed as an approved short sale with XXXX XXXX XXXX. XXXX was provided with all required closing documents and full payment per approved net on the short sale approval. On XX/XX/XXXX XXXX sold or transferred servicing to Right Path Servicing. Even though XXXX provided them with all closing short sale documents and funds, XXXX XXXX did not process the documents correctly. The net proceeds of the short sale were recently returned to closing agent on XX/XX/XXXX. After multiple phone calls to XXXX XXXX I have not been able to solve the issue. Per my last conversation with XXXX XXXX they are asking me to apply for a short sale!!!! This is closed and funded short sale transaction. I no longer live in the property and XXXX XXXX does not have a clue as what they are doing. This is closed short sale transaction.
Company Response:
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ( XXXX ) XXXX XX/XX/2022 Mr. Cooper XXXX XXXX XXXX XXXX. XXXX TX XXXX RE : XXXX XXXX XXXX. XXXX Complaint : Incorrect credit file information reported to Credit Reporting Agencies Credit File : XXXX XXXX XXXX, XXXX Loan No. XXXX Complaint : Mr. Cooper is erroneously reporting a late payment for XX/XX/2022. Request : Correct reporting to show no late payments This letter and the attachment provided are hereby filed in order to correct my credit bureau information which is showing a late payment for the month of XX/XX/2022. See the attached declaration and proof of service pursuant to California Evidence Code Section 641 which says in pertinent part : In California, items that are served via the US Mail that are properly addressed and include the correct postage are presumed to have arrived in the ordinary course of the mail. In other words, California law assumes that the US Postal Service will deliver items in the normal course of its operations, provided that the address indicated and postage used are correct. The legal authority for this is Section 641 of the California Evidence Code, which states : A letter correctly addressed and properly mailed is presumed to have been received in the ordinary course of mail. Please update my credit file forthwith or we will begin additional legal remedial action in order to correct the error currently being reported. Best Regards, __________________________ XXXX XXXX XXXX
Company Response:
State: CA
Zip: 93105
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We obtained a mortgage from XXXX and during the pandemic a deferral process was offered. We were told that the amounts deferred would be put on the end of our mortgage loan. Towards the end of the months able to be deferred ( around XX/XX/2022 ) XXXX transferred all their mortgages to a company called Mr. Cooper. Mr Cooper failed to honor the deferment process making the home owners go through another approval process in which the clients were not allowed to owe more then 18 months. Each month we spoke to a different agent and we were told different stories. Some said only one payment was required and another one would say 2 payments were required and most recently on XX/XX/2022 we were told one payment was required to enter into the application for approval docket. Meanwhile they had been reporting to the credit bureau that we were not making payments that were SUPPOSED TO BE DEFERRED! So on XX/XX/2022 I called to make that monthly mortgage payment that I had been making since XX/XX/2022 and was told that I was unable to do so unless I paid TWO mortgage payments! So, we are at risk of ruining our credit so unable to refinance, at risk of losing our house, and been lied to for months as they called EVERYDAY to the point of harassment and when we would answer the agent would say they need the information on the account because they were unsure of why we were called! Every call was recorded and the agent today stated she was not sure why we were told only one payment was needed and without being given a due date before it would default to two payments and all she could do was have the manager review the recorded line and speak to the employee about it but that would not help us! This is unacceptable! We had an agreement with XXXX which we would not have made had we known we would be put between a rock and hard place! Something needs to be done about this as the representative I spoke with today informed me others had gone through this and had to seek government assistance to solve the issue which should have never been the case to begin with!
Company Response:
State: NC
Zip: 27332
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Nationstar/Mr.Cooper mortgage company on several occasions trying to provide a corrected property tax bill ( XXXX ) when I submitted the bill their tax department continues to enter the wrong amount ( XXXX ) which gave me an overage in my escrow account of ( XXXX ). When I pointed this out and submitted the correct tax amount the company stated they would update this to reflect the correct amount. They mailed me a check for the shortage and I explained to them it was incorrect. Mr. Cooper rep then stated once I get the check to put the check back in escrow since the correct property tax amount would leave a shortage. The check finally came today on XX/XX/13. the money was refunded back to my escrow account and now the amount for property tax is showing ( XXXX ) AGAIN! this is wrong! it should be ( XXXX ). I have asked to speak to a manager several times to make sure this gets updated with the correct mortgage payment amount so I don't 1.Underpay my mortgage 2. Mr.Cooper sends the 2nd installment of my property tax correctly. I need to make sure Mr.Cooper updates my property tax bill correctly with the correct amount and sends the correct amount to XXXX XXXX for ( XXXX ) I have made a total of 6 phone calls so far. I have never experienced such a incompetent mortgage company.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicer of my mortgage Mr. Cooper, has not responded to multiple requests that they process my final mortgage payment. Funds for the pay off of my mortgage were wired on XX/XX/22 and available on XX/XX/22. I called my loan servicer Mr. Cooper, on XX/XX/22 to confirm receipt of the funds and was asked to call back on XX/XX/22. I called on XX/XX/22 and was asked to call back on XX/XX/22. I called on XX/XX/22 and was advised to call back, and was told it might take 7 days. I have submitted online " tickets '' at the Mr. Cooper website ( https : //www.mrcooper.com/ ) informing them that : - tracking via XXXX XXXX documents that the funds were available on XX/XX/22 and have not been collected. - my final mortgage payment has not been processed ( it has been 9 business days since the funds were transferred ) - my online account is stating that my payment is past due - on XX/XX/22 I received a " late payment '' reminder via email but no communication regarding my mortgage payment not being processed.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was being serviced by XXXX XXXX XXXX. It was transferred to Mr. Cooper on XX/XX/XXXX. I was notified by Mr. Cooper regarding the transfer. Since that notification I have been in contact by with Mr. Cooper by phone 9 times regarding a missing payment from XXXX and {$3000.00} in late fees assessed by XXXX. XXXX will not speak to my because I'm not their customer anymore. My mortgage has been on auto pay for years to prevent late pays. I never received any notices from XXXX. Each time I call Mr. Cooper the story changes. I was told at first this is a common problem when a company takes over servicing the loan and they had 60 days to get things corrected. My latest call to Mr. Cooper on XX/XX/XXXX they told me XXXX says I missed a payment 9 years ago and they have been assessing late fees each month because I'm a payment behind. They also said that I missed a payment in XXXX due to a broken stove that I had to replace. This is completely untrue. I have never missed a payment due to financial reasons. I have never received any notification of a missed or late payments from either company. I believe the auto pay which was recommended by XXXX gave the company the opportunity to charge late fees even though the payments were on auto pay. Which they said would avoid late fees. Mr. Cooper says they have a letter from XXXX that I was notified. I never received such a letter. I think it's possible both mortgage servicing companies are fraudulently charging customers late fees and missed pay charges.
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage holder did not pay homeowner 's insurance premium.
Company Response:
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper did not send the correct amt payment on first property tax installment. They were contacted by county tax collector and given XXXX days to submit the {$10.00} difference or payment would be sent back They did not respond. When second installment came due, Mr. Cooper sent the correct amt, but the tax collector did not process payment because the first installment was considered not paid. That check was also returned. After no response from Mr.Cooper, I was sent the notice of unpaid taxes from tax collector. I started calling Mr. Cooper immediately. I started since XX/XX/XXXX, XXXX, XX/XX/XXXX XX/XX/XXXX, XXXX. Every call was with a different tech and I had to start with my story from the beginning. Each one telling me that it would take XXXX days to resolve. I was instructed to check on line in my account for escrow updates. Nothing, I have also done the chat on line, requested management to deal with to no avail. I was told that there was an error due to escrow funds being redeposited after my refinance in XXXX of XXXX. I have been issued XXXX different refund check ( XXXX were voided ) for an escrow overage acct. I was finally told to send a copy of my red notice from tax collector because according to their records it shows they were paid. That was sent. Nobody acknowledged receipt or returns my calls or answers my e-mail.
Company Response:
State: CA
Zip: 93277
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a forbarance.. And have been having issues with my OLD lender mr. Cooper please see the time line issues with them.. Basically they want me to pay them twice one to the Department of HUD and ONe to Mr. Cooper becuase they want double payment.. Becuase of this i have not been able to close my refinance and lost good interest rates due to their lack of attention.. 1. Did forbearance with Mr. Cooper.. 2. They added it to the payoff as a lender expense for the $ XXXX XXXX. They then sent me a partial claim DOT from the Department of HUD to sign in XX/XX/XXXX. They did it wrong so made me resign it again in XX/XX/XXXX. I pulled a prelim so I can clear some of my mom judgements on my home since she passed and it wasnt showing anything. 6. Then XXXX lent me the money in XXXX so I had new things recorded the prelim still didnt show anything so I didnt worry about the payoff showing the lender paid expense because I knew it was for a forbearance. 7. Well when I order the payoff for you and an updated prelim all of a sudden there was a new lien on my title it was from the department of XXXX for the forbearance.. 8. I then called them and they told me that I had to pay them for the Partial claim lien 9. Mr. Cooper refuses to remove the lender paid expense because they claim they didnt get paid from the department of hud 10. I sent them numerous email request to remove it showing the payoff from XXXX. 11. Mr. Cooper Is playing XXXX and still wants me to pay them the XXXX as well as XXXX. 12. They arent the lien holder so I told them no to remove it and they are telling me NO.. 13. Someone is trying to get double paid. 14. I just found out that XXXX Paid them off back on XXXX of XXXX so they should never be showing the XXXX on their end it should be paid to the department of HUD because of them things caused issues with my loans and lost of good rates and now have to refinance with a higher rate becuase i have been doing their job,
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A