Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with XXXX XXXX but it is serviced by Mr Cooper. My mortgage payments are sent to Mr. Cooper. I received a " Late Notice '' dated XX/XX/2022 saying that we were in default for the month of XX/XX/2022. I called Mr. Cooper on XX/XX/2022 and spoke to a lady named XXXX, who looked up my account and said that they had not received the payment. I called Mr.Cooper again on XX/XX/2022 and spoke with a MrXXXX who was presented to me as a supervisor. Mr XXXX said that the payment was posted XX/XX/2022. He told me that Mr. Cooper received the payment on XX/XX/2022 and my payment was posted to my account back to XX/XX/2022. There are two problems with Mr. XXXX position ( 1 ) I make my mortgage payments through a company called XXXX. XXXX, whom I called and explained the situation sent me and email showing that XXXX sent the check on XX/XX/XXXX and the check was cashed on XX/XX/XXXX. Mr. Cooper has maintained the reason for the delay was because of the Post Office delay in delivering the mail. ( 2 ) This is the second time this has happen. The same thing happen with the XX/XX/2022 payment.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred to RightPath Servicing from XXXX XXXX last month. I created a login for Rightpath Servicing 's website to review my account. I just reviewed my account balance and noticed a charge for {$59000.00} in lender paid expenses. I attempted to reach a solution with Rightpath but was disconnected repeatedly. The company does not have an email address for me to send this request to so I'm filing a complaint due to the verbiage in the transfer papers that stated if the balance is incorrect and not disputed in a timely manner then the debt is assumed by the customer. My original XXXX loan amount was {$210000.00} at closing on XX/XX/XXXX. My current unpaid principal balance is {$140000.00} as of XX/XX/XXXX. I recently was approved for the XXXX XXXX XXXX XXXXXXXX and received {$47000.00} which cleared my past due balance due to XXXX. The loan payoff as of XX/XX/XXXX is {$210000.00} which makes no mathematical sense. There were no lender paid expenses paid on my behalf. I'm requesting this amount be removed from my account immediately. Best regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Loan Number # XXXX
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an XXXX XXXX. I routinely have to call mortgage companies regarding home insurance so I can get the mortgage company the payment, documents, etc. Mr Cooper 's XXXX line hangs up on me after 4 minutes. The only reason, on my second call attempt, I was able to reach a live person was simply because I used to have a Mr. Cooper mortgage and was able to use my social to get through their phone labyrinth. ALL mortgage companies should be required to answer every call by a person ( vs hanging up ). Furthermore, they should have a separate phone
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary of Complaints : 1 ) My mortgage servicer Mr. Cooper incorrectly debited an extra {$1300.00} from my escrow account. 2 ) An inaccurate escrow analysis resulted in an excessive increase in my monthly escrow payments. Details : On XX/XX/2022, Mr. Cooper debited {$1300.00} from my escrow account as a disbursement to my insurance company XXXX XXXX. However, this payment was never recorded on my insurance account. I spoke with my insurance agent on XX/XX/2022 and she informed me that Mr. Cooper had sent Foremost a single batch payment ( which included payment for my account and for other unrelated Mr. Cooper customers ) and this batch payment did not include any identifying information such as names or account numbers. She reported that this batch payment had been returned to Mr. Cooper and that Mr. Cooper was aware of their error. To avoid a lapse in insurance coverage, I called Mr. Cooper on XX/XX/2022 and explained the situation. The agent issued a duplicate payment of {$1300.00} which was successfully received and applied to my XXXX account. Mr. Cooper debited this duplicate payment of {$1300.00} from my XXXX account on XX/XX/2022 but failed to credit my account for the first returned payment made on XX/XX/2022. On XX/XX/2022, Mr. Cooper performed an escrow analysis using two incorrect values : 1 ) My escrow balance was {$1300.00} lower than it should have been and 2 ) my annual insurance premium was incorrectly calculated as {$2700.00} instead of {$1300.00}. I estimate that this miscalculation caused an additional $ XXXX ( $ XXXX months ) shortage payment that I am now being charged. I contacted Mr. Cooper in writing on XX/XX/2022 to explain the situation. The attached response promised an investigation but the service ticket was closed and no action has been taken to correct these errors. When I asked for a timeframe for resolution on XX/XX/2022, none was provided and my request was closed again.
Company Response:
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I reached out to Mr. Cooper requesting that my PMI be removed. I made major repairs to my home and purchased the home below market price. I know my have has a minimum equity of over XXXX. I requested that the mortgage insurance be removed from my loan as I have made substantial repairs and upgrades that makes the LTV to be over 70 %. The representative that took my call informed me that based on the repairs I qualified and that the home had to be appraised. I waited over a month and nothing happened. I called back and they informed me that the order for the appraisal was cancelled but could not say why. I asked why I was not notified and she said a letter had to go out. I informed the lady that I would not receive a letter as my account was set up to receive all correspondence via email. She then said, she would escalate to a manager. She then called and informed me that the reason for the cancellation was sent electronically. Which I did receive on XXXX that the reason I did not qualify was " Other and that I should call the customer service desk. '' Which I found this to be an in appropriate reason. I called back and they said that I did not qualify as my loan was not seasoned for two years. Again, I was puzzled as I did not find that to be a qualifying factor when I looked at their guidelines. I again informed the representatives of all my upgrades and the market value of my home. She said she would escalate. Two days later she called to tell me that I did not qualify as the guidelines for the loan to be seasoned was not Mr. Cooper 's rule. I informed her that under the Homeowners Protection act, my loan did not have to be seasoned and that I insisted that this matter be reviewed again. She said they would and that I would receive a new letter with the reason clearly described. I have yet to receive a letter from Mr. Cooper and now they claim that my matter is closed. I emailed them the below information and I still can not get them to appraised my home so that the PMI is removed. Other things to keep in mind about the Homeowners Protection Act Loan investors, including XXXX XXXX and XXXX XXXX, often create their own PMI cancellation guidelines that may include PMI cancellation provisions beyond what the XXXX provides. But these guidelines can not restrict the rights that the XXXX provides to borrowers. For example, the XXXX does not contain any requirements for a loans tenure before a borrower may request cancellation or be eligible for automatic PMI termination ( known as a seasoning requirement ). With this information, please advise how quickly can the appraisal be scheduled since you have had my request for over 30 days.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have been on a Forbearance Plan which was offered by Mr. Cooper Mortgage numerous times due to XXXX being a Veteran. We elected this option and were guaranteed there would be no reporting of negative information on our credit report. However, the company continues to report negative information. I have called the company 3 times to get this resolved. The second time, XXXX I was told the matter would corrected and a letter sent out confirming the negative information would be removed. I never received the letter, however I did receive a statement. I called the company again today. I was told again no negative information should have been reported on the account since XX/XX/2021 because the account was " coded for protection '' from modification to Forbearance again because of it being a XXXX Loan. The representative even offered another Forbearance since ours is soon to end, again. I informed the representative it was imperative to get this issue resolved or I would be reporting to CFPB. This been so frustrating. We would never done the modification or Forbearances had we not been offered or had known our credit was going to be affected negatively. We feel the company needs to better train their Representative 's on how these programs work. We have spoke with several Representatives over the pas months and we continually told our loan has been in 'protected status ''. Due the misinformation provided to us we want our credit report fixed asap. Thank you.
Company Response:
State: ND
Zip: 585XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I called the 3 Credit Bureaus after I purchased a credit report with XXXX on XX/XX/XXXX. After receiving a copy of my report, I saw this UNVERIFIABLE items on my personal profile, I noticed that there was an Incorrect Account which is : NATIONSTAR XXXX XXXX XXXX XXXX Date opened XX/XX/XXXX Balance {$37000.00} on my credit report which are misleading to me. I sent a letter to the 3 credit bureaus XX/XX/XXXX. I believe they have failed to authenticate these accounts in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). I included this in my last COMPLAINT XXXX and hoping that this NATIONSTAR Late payment XX/XX/XXXX 30 days late will be removed.
Company Response:
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX EMAIL : XXXX Nation Star Mortgage, LLC DBA Right Path Servicing XXXX XXXX XXXX XXXX, Texas XXXX XX/XX/XXXX SUBJECT : Escrow Account for R.P.L.S. Mortgage # XXXX, XXXX Mortgage # XXXX, and XXXX XXXX # XXXX Dear Right Path Servicing Representative, I received your Annual Escrow Account Disclosure Statement dated XX/XX/XXXX and received by me on XX/XX/XXXX. I see that my monthly payment was increased by {$230.00} to cover my escrow account expenses. I would like an itemized list of the expenses paid for by my escrow account in XXXX and so far in XXXX. Thank you. XXXX XXXX
Company Response:
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mr. Cooper has predatory re-financing practices. I had a discussion with them about re-financing our mortgage last week, and since then, I have been barraged with phone calls, emails, and texts. This morning alone I received 14 phone calls. Their most recent text message said, " We'd love to help you stop all of the phone calls and find you the best mortgage option. '' This seems like a threat. Please log my complaint against Mr. Cooper. XXXX XXXX XXXX, Oregon
Company Response:
State: OR
Zip: 97333
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ignorant applications of RESPA statutes to all complaints prior to today, when reviewing statements and documentation, resulting in wrong late payment reporting to XXXX, XXXX and XXXX by Seterus, Nationstar and Mr Cooper. ( ref to complaint XXXX, missing primary documentation submitted through CFPB portal XX/XX/2022 )
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A