Date Received: 2022-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Servicing was transferred including escrow XX/XX/XXXX. All tax and insurance including Flood information was included. Flood Ins was due XX/XX/XXXX. The bill was sent to the original servicer because the servicing transfer was not processed correctly. Neither the original servicer or the current servicer notified the Flood Insurance company of the change. Both are at fault and are violating the servicing transfer regulations. I have attached a copy of the pending bill that shows the original servicer still being listed that was provided to me yesterday by the Insurance Company. Last week I received a letter from my current servicer threatening to force place insurance if I did not " quickly '' provide evidence of insurance. I understand that my current servicer did not receive the bill and that my previous servicer should have forwarded it. I also know that the money to pay the bill is in my escrow account. My complaint is that I have contacted my current servicer, I was able to speak to an individual who sent me to the wrong department and then I was sent to another wrong department and they directed me to file a " Help ticket ''. I tried to " Chat '' that doesn't work well either. The press this number automated system is not built for a situation like this and I spent over 2 hours calling different numbers to help them resolve what is their problem. I have attached the response I received from the " File a ticket '' that I was directed to and that comes up when you select " File a Complaint '' on the website. The response says that they can take up to 7 days. I didn't get 7 days in the demand letter they sent to me. Meanwhile, I have no Flood Insurance coverage and according to the demand letter they will take something like {$2200.00} from my escrow account for the force placed insurance while my current policy is {$620.00}. I believe they will respond to you much faster and probably provide you with a contact. I only get a contact if I want a new loan. Appreciate your assistance!
Company Response:
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I sent RightPath a conditional Cease and Desist letter. They were to communicate with me only about the remedy I seek OR sending me documents I am requesting. I sent it certified mail, I have confirmation they received it on XXXX the XXXX. I received a called from a XXXX that is calling from RightPath, which sometimes serves as a debt collector. She called on the XXXX of XXXX ( XXXX am ) attempting to collect a debt. She violated the Cease and Desist and caused my wife and I stress and mental anguish over this alleged debt. I will be sending RightPath a letter of these facts.
Company Response:
State: TX
Zip: 78852
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trouble with escrow and getting accurate payments since XX/XX/XXXX. On that day, spoke with XXXX over a {$120.00} escrow shortage. Put check # XXXX in mail same day for {$150.00} to cover shortage plus! Instructed to pay {$890.00} as new payment confirmed by XXXX on XX/XX/XXXX. Mr. Cooper kept sending statements wanting {$900.00}.????? In the bottom of XXXX statement see where they were late and MISAPPLIED the {$150.00} on XXXX WHY? Had to call again on XX/XX/XXXX spoke with XXXX who also elevated this call to XXXX They confirmed my payment to be {$890.00} as XXXX stated on XX/XX/XXXX. BUT my statements from Mr. Cooper in the upper right corner wanted {$890.00} but in a pie diagram on the left stated $ XXXX made no sense. This is when Mr. Cooper started tacking on {$2.00} overpayment fee. ABSOLUTE XXXX!!! I can only pay what is clear and confirmed to me NEEDS to be paid!!! Talked to XXXX on XX/XX/XXXX he stated again to pay {$890.00} because again this statement has XXXX different amounts on it plus these {$2.00} fees again but emphasized now I had another escrow shortage of {$30.00}. So I sent check # XXXX for {$950.00} for mortgage payment plus escrow. These fees were supposed to be cleared out! Then my XX/XX/XXXX statement shows up I immediately asked to elevate the issue- same XXXX with XXXX different amounts and another {$2.00} overdue payment fee. Talked to XXXX now on XX/XX/XXXX she wanted another {$140.00} in escrow money and she would also correct ALL these {$2.00} fees collected for their errors. Did an e-check with her only to get another XXXX statement on XX/XX/XXXX. Called XXXX XXXX twice on XX/XX/XXXX, once on XX/XX/XXXX and again on XXXX XXXX NOTHING!!! I e-mailed XXXX XXXX, XXXX & XXXX of Nationstar on XX/XX/XXXX at XXXX. Then XXXX wants to call me, I told her I sent the e-mail and didn't want to talk to her. So she has another lady called me and my response was the same to her. XXXX XXXX HAS NOT responded or even acknowledged my e-mail. How am I expected to maintain a mortgage with service like this? I pay what they tell me and they tack on fees. I am ready to move my mortgage if XXXX XXXX can't/wo n't take responsibility for this mess and file suit against Nationstar/Mr. Cooper if I end up with a higher mortgage than I had. This needs to get fixed and credit for all the fees and just STOP!
Company Response:
State: TX
Zip: 78239
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to problems during the transfer of my mortgage from XXXX XXXX to Mr Cooper I have suffered impacts to my credit. They also failed to maintain payments on my home insurance which is in danger of being canceled. Mr Cooper needs to do a better job coordinating the transfer of mortgages from other lenders, and should institute some sort of manual process to review cases before issuing notice to credit bureau. Very unhappy customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I financed the purchase of my home in XX/XX/2022 with a mortgage loan from XXXXXXXX XXXX, which sold the loan to XXXX. Starting with the XX/XX/2022, payment, Mr. Cooper ( aka Nationstar ) acquired the servicing rights. I paid the monthly payment of {$3700.00} via XXXX on XX/XX/XXXX and on XX/XX/XXXX, and Mr. Cooper acknowledges receiving both payments. However, when I checked my credit reports with the XXXX national credit bureaus, the payments have not yet been reported. I called Mr. Cooper yesterday and was advised the XXXX payment would be reported at the end of XXXX and the XXXX payment at the end of XXXX. The consumer loan XXXX XXXX with the national credit bureaus requires prompt reporting of payments for the system to work. Creditors review credit reports during underwriting, and loan payments reported 2 months after the payment were made frustrate the system. If I'm in default, a lender reviewing my loan needs to see that information promptly -- not XXXX weeks later. And if I'm making timely payments, the creditor needs that information in support of its credit decision. The reporting of timely loan payments will boost my credit score, especially with a large mortgage loan, to which the credit scoring models assign a high weight. My credit score took a hit because of the credit inquiries when I applied for the mortgage and because a large loan amount was reported for the first payment in XXXX with the initial servicer ( XXXX XXXX XXXX ). It is baffling and frustrating that Mr , Cooper waits around XXXX weeks to report my loan payments. Section 623 of the Fair Credit Reporting Act requires furnishers to report accurate information to the consumer reporting agencies. It is potentially a violation if Mr. Cooper waits XXXX weeks to report my loan payments because stale information is arguably inaccurate in the context of a consumer loan XXXX XXXX that needs recent payment information. My current loan balance is {$530000.00}, but the credit bureaus list it as {$530000.00}. This is inaccurate because it does not reflect the XXXX and XXXX payments. See FCRA section 623.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage was transferred from XXXX to Mr Cooper for service in XXXX of XXXX No communication was made to me to let me know about this. XXXXXXXX XXXXXXXX and Mr Cooper neglected to share with each other my contact information and made no attempts to contact me and let me know my payments would no longer be made to XXXX via auto pay. Mr Cooper did not have my phone number, email, or correct mailing address. They stated that none of that was provided by XXXXXXXX XXXX. Attached is my completed profile on XXXX showing all contact information needed. Mr Cooper did not make any attempts to contact me within 15 days of transfer. While Mr Cooper made no effort to contact me by phone, email or mail, they did take the time to report my mortgage payments as late even though I had no way to know they were now my servicing company. Mr Cooper reported my mortgage as past due and late over not receiving payments. I was unable to send payments as I did not know my mortgage was transferred and that auto payments sent to XXXX had been terminated by XXXX. Upon becoming aware of this issue, only by my credit reporting service. I looked up who made the negative report and confirmed it. Paid the account immediately to be up to date and set up automatic payments. XXXXXXXX XXXX and Mr Cooper collectively failed to supply each other with my contact information then chose to damage my credit when I can not make payments to them anymore as I am not informed of the changes made.
Company Response:
State: CA
Zip: 92054
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: YOUR COMPLAINT Unfair mortgage modification complaint Against Mr. Cooper Mortgage XX/XX/2022 XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX Against Mr. Cooper Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan # XXXX This is an update of our complaint : Your office has requested to stay involved in this matter. TO WHOM IT MAY CONCERN. As you requested that we give us updated on this case. As of now the sale date is the XXXX of XXXX. Mr. Cooper refused to grant us a modification, as was recommended by the court. The court ordered a modification on the loan. To enable us to safe our home. The court appointed a mediator. The court mediator did everything to have a workout. But the bank will not cooperate. The bank came up with a monthly payment of over XXXX XXXX monthly. Knowing very well that is not practicable. The court mediator approved for us to go to the XXXX XXXX XXXX. We are now working with XXXX XXXX XXXX. They said that they will need 60 days to finish the process. Please see some of the correspondence with the XXXX XXXX. The bank now has refuse to give us the time to finish the process. They have refused to change the sale date. The sale date is the XXXX of XX/XX/2022. Please see the court information. We are appealing to your office to help us to appeal to the bank to allow the process with the XXXX XXXX to be completed. XXXX XXXX is the agency that is set up by the government to help people save their home. Our situation is urgent. We appeal for your office to help us. The bank has one goal in mind., That is to write off XXXX XXXX dollar in their tax return. They have compounded interest and other charges in the principal of the original loan amount. In hope that you will came to our resolution. Thanks, in anticipation. XXXX XXXX and XXXX XXXX..
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife died in XXXX of last year. I sent a copy of her death certificate to Mr. Cooper, asking them to take her name off of the loan. Later I sold my home. A month or two ago I received two large checks from NationStar, made out to me and my wife. My bank told me that with her name on there I would be unable to cash or deposit them. I sent them back to NationStar with another copy of her death certificate, and nicely asked them to re-issue checks with just my name on them. I kept waiting. Yesterday, I received another large check with my name and my wife 's name. Apparently, they did not read my letter or ignored it. These checks are for a lot of money that is rightfully mine, and I need the money badly. I can not find a phone number for them. They are in XXXX, TX Please contact them and tell them to send me the money in my name only.
Company Response:
State: CO
Zip: 810XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting fall XXXX, I tried on multiple occasions to clear up an unjustified penalty payment. Mr. Cooper was unwilling to reverse an unjustified penalty fee incurred when their system failed to accept a longer-than-usual checking account number. This happened when I was trying to switch from one checking account to another ( both XXXX XXXX ) for auto-payments. This technology glitch on their part resulted in two missed payments, and they levied penalty fees for each month missed. Until this event, I had never missed a payment. I paid both missed payments immediately. They reversed one penalty fee but not the second penalty fee ( one for each month ). Their customer specialist XXXX XXXX even admitted that there was a technology issue on their part. After months of recalcitrance on their part, I protested the penalty payment at XXXX XXXX XXXX. I won the case on XX/XX/XXXX. They were notified that they should pay me {$190.00}. More than 90 days passed. I sent them a polite reminder letter on XX/XX/XXXX, certified. Still no response. For such a small amount, it is beyond belief that they would defy the law and refuse to pay what is legally required.
Company Response:
State: CA
Zip: 94123
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, In XX/XX/XXXX, my monthly mortgage payment increased. That change was only communicated to me through mail, I never received an email or push notification from Mr. Cooper of this change. When that letter was mailed, we had moved and my new address wasn't updated. So I never received the notice. Each month, I've made monthly payments on time in the amount of the old payment amount. ( I can share XX/XX/XXXX- XXXX of XXXX proof of payment transactions to Mr. Cooper for the loan amount. ) This XXXX, the XXXX between my new payment and old payment reconciled, and it was reported as a delinquency to the credit bureaus and is now on my credit report as a mortgage late. This has significantly damaged my credit. This needs to be removed immediately. My mortgage is current, was never late and this has negatively impacted my credit.
Company Response:
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A