Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First & foremost I have paid my own tax bill since the start of my mortgage in the late XXXX 's early XXXX 's. The bank has changed hands several times. I had asked for my original documentation on where they had the right to escrow taxes but I have never received this information from them. My house XXXX down in XXXX XXXX XXXX and I lost everything. 1. ) What has happened Unfortunately, Mr Cooper Morgage took advantage of a bad situation in an awful time. I have never been late on a mortgage payment and never asked for help from the bank during the pandemic. I notified my town that I would be late on paying by XX/XX/XXXX property taxes due to the pandemic which they stated would not be a problem. It would generate a late fee but we could work on that after they were paid. I paid my XX/XX/XXXX property tax on XX/XX/XXXX. Unfortunately, die to the ongoing pandemic by XXXX taxes were late as well, but the town notified once again and taxes were pain in full on XX/XX/XXXX with late fees paid as well. On XX/XX/XXXX I receive a notice from Mr Cooper that my taxed were not pain in the amount of XXXX. I notify the bank through my account and also called them that this was only a late fee and that all property taxes have been paid in full. They continued to send notices and I continued to call & they ignored it all. On XX/XX/XXXX another notice sent stating if I am represented by an attorney, I should send the notice to him/her. I forwarded to an attorney, who they continue to ignore and not call back or talk to him at their convenience. XX/XX/XXXX the bank paid by taxed for the XX/XX/XXXX property taxes due. I only knew this because when my husband brought down the tax bill to pay they told him the taxes were already paid. So, I had to request the information from the town so that I could refund the bank monies for my property taxes. What they did with the monies is still a mystery. The XX/XX/XXXX property taxes due I paid on XX/XX/XXXX and apparently, they paid them as well. The XXXX XXXX XXXX did refund them their monies which they have put into an escrow account. They also then started to return my on-time mortgage payments starting with my XX/XX/XXXX payment and also XX/XX/XXXX & XX/XX/XXXX thus so far.. This has made my husband look into the history of my loan as far as we could go back on line. In reviewing all of the history he believes that the bank has not allocated the principal and interest properly throughout the loan. - Particularly dates of XX/XX/XXXX - XX/XX/XXXX - Payment Change on XX/XX/XXXX from {$730.00} to XXXX was this due to our house XXXX down. - Why is principal & interest going up and down so drastically - XX/XX/XXXX What is this for? - XX/XX/XXXX Not sure what this is about? - XX/XX/XXXX What is this about as well? XXXX, XX/XX/XXXX, XXXX all questions XXXX XXXX XXXX XXXX seem to be normal XXXX XXXX XXXX XXXX not looking normal all the way to XX/XX/XXXX - XX/XX/XXXX to XX/XX/XXXX all needs to be reviewed -Would someone be so kind to review this as well. With the bank pulling this on myseld during the COVID pandemic and not any other time during the course of my loan, I have to ask why only NOW. 3. ) What I have done to try and solve the situation I have made several calls to the bank and have been left on hold for more than XXXX even on a Saturday. I work full time in XXXX and am unable to stay on the phone. My husband is not on the loan and they refuse to speak with him even though I have given permission. He is XXXX and home all day and could help solve the situation but they still refuse. I even have an attorney but it is difficult for them to even connect with him as he is in court and in litigation and he finds it hard to connect with them as well. I have also sent a registered resolution letter at the banks request to find their missing so called money. Still they refuse to fix the problem. Please help me Respectfully, XXXX XXXX XXXX
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I continue to get bombarded with marketing emails from Mr. Cooper and Nationstar Mortgage after opting out of solicitations on XX/XX/XXXX at XXXX central. I have also set my preferences on the Mr. Cooper website to not send emails. These emails are intrusive and come very frequently - several times a week. I am not interested in refinancing, not interested in getting an appraisal, borrowing against my house, etc. I just want to make the minimum payment on my mortgage. Emails include but are not limited to : Subject : House hunting? Get complimentary access to experienced agents. Date : XX/XX/XXXX XXXX XXXX Subject : See how much debt you can pay off. Get your complimentary analysis now. Date : XX/XX/XXXX XXXX Subject : XXXXOffer waiting : XXXX, claim your {$550.00} rebate before it expires Date : XX/XX/XXXX XXXX XXXX Subject : Please review : Get summer budget relief Date : XX/XX/XXXX XXXX XXXX Subject : Starts today : Were knocking {$550.00} off your appraisal fee Date : XX/XX/XXXX XXXX XXXX
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2022-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current mortgage with Mr. Cooper-XXXX was transferred from XXXXXXXX XXXX prior to XXXX of this year. I submitted and was processed for loan modification then forebearance prior to the transfer of my account to Mr. Cooper. I contacted XXXX XXXX in XXXX of last year to find out that my account had been sold to Mr. Cooper and that I should be receiving correspondence from them. I received a letter in XXXX informing me of the transfer and that I have 60 days to make my first payment with them. I received the new amount of the approved loan modification in the amount of {$2300.00} and began making payments. In XX/XX/2022, I was contacted by a Mr. Cooper representative and was informed of three transactions. 1st-The representative stated that Mr. Cooper had not received any documentation from XXXX XXXX relating to the loan modification. 2nd-The representative informed me that an involuntary loan modifcation was in progress and that I should expect a higher amount in the following month. 3rd-The representative informed me that I must provide a complete loan modification packet since they had not received documentation from XXXXXXXX XXXX which I submitted the completed packet. I received an alert last week that a new document was added to my account. So I logged into my account and read that although I completed/submitted the loan modification packet there was still some questions that needed to answered. It further stated that I have until XX/XX/2022 to provide this information and if not then foreclosure processing will begin. My home is currently for sale and under contract with a closing date of XXXX XXXX which I informed Mr. Cooper last week after signing the contract. Not only do I not know of the information that I need to provide, this is the second time with Mr. Cooper that I've provided information, processing started to review my account for loan modification and almost 30 days transpires before I'm notified of either to provide more information or that the loan modification was declined. I simply want to resolve this matter as I've expressed since I've been with Mr. Cooper and this transaction has been in progress since XXXX of this year. Also, I was not provided a reason as to why there was an involuntary loan modification processed without my knowledge and that Mr. Cooper reported my payment as late for the month of XXXX which there shouldn't have been reporting during the loan modification review as I was advised.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper regarding my Escrow calculation. They are increasing my amount for insurance Hazard. Even though we pay for insurance separately. The Escrow account should be ONLY for the town Taxes. When I contacted them on XX/XX/XXXX they told me they would send me a letter with the adjustment amount. Instead they send me a letter stating that my Escrow account will be closed and they would not pay tax portion either. On XX/XX/XXXX we informed them that we want to keep Escrow account open out of concern that they would force us to Pay for insurance imposed by them, even though we have provided proof of insurance on their Website. According to them they are not able to Reinstate Escrow only for Tax portion they have to re-instate for bot Taxes and Insurance and start the process all over again, with the aim of collecting potential late fees and holding money in Escrow that they do NOT pay for. " If you fail to pay any of your property costs, we may ( 1 ) add the amounts to your loan balance, ( 2 ) add an escrow account to your loan, or ( 3 ) require you to pay for property insurance that we buy on your behalf, which likely would cost more and provide fewer benefits than what you could buy on your own. ''
Company Response:
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I paid off my mortgage, and Mr. Cooper failed to file for the Satisfaction of Mortgage under the time frame required by XXXX. New York Real Property Actions and Proceedings Law ( RPAPL ) Section XXXX and New York Real Property Law ( RPL ) Section 275, both require banks and mortgage holders to issue and record mortgage satisfactions within 30 days of being paid in full. It took Mr. Cooper almost ( 2 ) two years to complete their responsibility. The Satisfaction of Mortgage was filed on XX/XX/XXXX. Clearly, violation of RPAPL Section 1921 and RPL Section 275.
Company Response:
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, we received an Escrow Review Statement from Mr. Cooper, our mortgage company. This statement stated that starting onXX/XX/2022, our mortgage payment would increase from {$1000.00} to {$1500.00} per month. The statement also stated that there was a shortage of {$2500.00} in our account. I called Mr. Cooper on XX/XX/2022, to get clarification as to where, exactly, the new charges originated from. I spoke to an agent from Arizona. I expressed my concerns as the agent began looking into my account. The agent originally stated that there had been an error in our original loan and they there trying to corrected now. I reminded the agent that our loan was 30 year conventional loan for {$160000.00} and 3.5 % interest rate. The agent agreed that that information did not seem correct. She proceed to tell me that the increase was due to an increase in our hazard insurance. I reminded her that our home insurance was {$36.00} per month and it seemed impossibly that it would increase to almost {$600.00} per month. If this was the case, we would be looking for a different insurance. The agent then said that it was not the home insurance, but our fire insurance. I informed her that Mr. Cooper had clearly informed us, during closing on the property, that since our property was in a high risk fire area we would need to find our own fire insurance. We worked with XXXX XXXX XXXX and established our insurance policy, and since day one, have been paying them directly. I was really concerned that Mr. Cooper would also be collecting, through our escrow account, for something they told us we were responsible for. The agent confirmed that Mr. Cooper has been collecting for our fire insurance for the entire duration of our loan. The agent then proceeded to tell me that the increase was also due to our property taxes. I then informed the agent that since they were not able to give me a clear explanation of where the additional charges originated, I was formally requesting that Mr. Cooper closed my escrow account, and return the amount already collected. I informed then that from this point forward, I would be responsible for personally paying my property taxes, and home insurance, and would continue to pay for our fire insurance. The agent assure me that she would submit the request and Mr. Cooper would inform me once the request was approved. The following day, I called our XXXX XXXX XXXX. XXXX XXXX XXXX confirmed that the only payments they had received where the payments sent directly by me. I also contacted the XXXX County Tax Collectors Office and inquired about our property taxes increasing. I was informed that our taxes had not increased and the office would not know if they would increase until XXXX. I then called Mr. Cooper again to let them know what I had learned from XXXX XXXX XXXX and XXXX Tax Collectors. The representative confirmed that my request from the day before was submitted and I would be reimbursed for {$1300.00} escrow balance. A few days later, I received a letter from Mr. Cooper dated XX/XX/2022, stating, " Please be advised that by XX/XX/2022 you will no longer have an escrow account ( also called an " impound '' or " trust '' account ) for the hazard insurance because you requested that Mr. Cooper close the account. After this date, you must directly pay your property costs, such as taxes and homeowner 's insurance, possibly in one or two payments a year. '' After receiving this letter, I believed the situation had been resolved. However, on XX/XX/2022, we received another monthly statement and this statement stated that our Amount Due was {$1500.00}. We immediately called Mr. Cooper and reminded them of our request to close our escrow account. We reiterated that we would only pay them Principal and Interest. The rest of the charges would be paid to each company directly. We requested a new bill. A few days after this conversation, we received another letter dated XX/XX/2022, stating, " We received your inquiry on XX/XX/2022, to remove the collection for hazard insurance from your monthly payment. Your request to cancel the hazard insurance has been processed accordingly. Mr. Cooper will continue to collect for and issue payment on your property taxes. '' We contacted Mr. Cooper again, and the agent stated that we had never requested to completely close our escrow account. We reminded them of the letter dated XX/XX/2022 and ask to speak to a manager. We spoke to XXXX XXXX, Executive Resolutions Team. She dismissed the information and stated that a new request would need to be submitted. We have been dealing with this very stressful situation for a few weeks now and would like an immediate and final resolution. Mr. Cooper has been given numerous opportunities to correct the situation, however they refuse to do so.
Company Response:
State: CA
Zip: 93263
Submitted Via: Web
Date Sent: 2022-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we moved to XXXX XXXXXXXX XXXX and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting. Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or XXXX benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold. No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXXXXXX XXXX XXXXXXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan. In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called Seterus at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper. XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a XXXX XXXX XXXX wife, mother and XXXX XXXXXXXX XXXX XXXX XXXX, this left us without an income. Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally. At the end of their so-called COVID relief program they then requested the XXXXXXXX XXXX XXXX XXXX all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from Seterus to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, President and CEO of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response. Then next communication I did receive regarding my mortgage, was a statement from a company called XXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request. nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing. Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters. I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature. 2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Origin al title not copy. Assurance was made that these documents would be returned to them. Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX. No response from Mr. Cooper who was servicing the loan at the time. No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with XXXX this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested. This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan. XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date. I have also received numerous threatening letters from XXXX XXXX XXXXXXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem. XXXX, Seterus and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others.. Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit. XXXX XXXX XXXX. XXXX verification to verify this loan was not bifurcated at closing. Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full. XXXX XXXX XXXX XXXX
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we moved to XXXX XXXX Utah and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for HAMP loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting. Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold. No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX and XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan. In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called XXXX at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper. XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income. Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally. At the end of their so-called COVID relief program they then requested the XXXX some-odd XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from XXXX to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, XXXX and XXXX of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response. Then next communication I did receive regarding my mortgage, was a statement from a company called XXXXXXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request. nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing. Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters. I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature. 2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy. Assurance was made that these documents would be returned to them. Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXXXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, XX/XX/XXXX No response from XXXX. No response from Mr. Cooper who was servicing the loan at the time. No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested. This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan. XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date. I have also received numerous threatening letters from XXXX and XXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem. Citimortgage, XXXX and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others.. Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit. XXXX XXXX report. MERS verification to verify this loan was not bifurcated at closing. Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full. XXXX XXXX XXXX XXXX
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX we moved to XXXX XXXX XXXX and purchased our home taking a mortgage with XXXX $ XXXX after cash deposit. In XXXX we lost our business when the economy was forced to crash and we filed bankruptcy but did not claim Mortgages. In XXXX of XXXX we applied for XXXX loan modifications and were denied, applied again and were accepted. Our payments were lowered {$600.00} a month for the trial period. The trial period lasted 18 months. Unbeknownst to us, the trial period should have been 3 months. We made every payment on time for 18 months during this time and repeated requests to provide the same information over and over or threat of being dropped from the program. This was frustrating and exhausting. Income Statements 2 current pay stubs Divorce decree if applicable Copies property taxes and insurance Rental agreements Income tax returns Proof of HOA dues or statements Unemployment letters if applicable Current bank statement Profit and loss if self employed Social Security or Pension income Child support or ssi benefits Etc, Ect, Constant paperwork In XX/XX/XXXX When we called to make our payment that month and we were informed we could not, we were kicked out of the program because of an oversight in failing to update a 4506-T form they said. ( We repeatedly had to send in information. ) From that point on we were in limbo. WE NEVER MISSED A PAYMENT, and could not make a payment as they would not allow us to. We were not in modification any more and not in regular mortgage anymore no one would take a payment and no one could tell us what to do. We then started to get letters from law firm XXXX XXXX XXXX XXXX. in XXXX XXXX XXXX. Not to make a payment but that our house was going to be sold. No one at XXXX would contact us back or return our calls for numerous months and the lawyers at XXXX XXXX XXXX said their hands were tied. This was devastating and extremely frightening as they were not willing to do anything and were attempting to steal our home. Finally my husband sought out legal help and was instructed to write a letter which finally got us a response.and stopped the proceeding. They made us go through the whole process again to modify or remortgage the loan. In XXXX due to another bout of financial hardship, not fully recovering from loss of business and bankruptcy with being a single income household. We were offered modification again and with a Company called Seterus at which point the payments increased and extended the loan so I am at a loss as to how these are helpful. It then Changed to Nationstar and then In XX/XX/XXXX switched again to a company called Mr. Cooper. XXXX of XXXX, because of covid 19 a flu like illness with a 99.98 % survival rate, ( as per CDC ) the government shut down businesses nationwide and Globally. Due to no fault of our own my husband was furloughed from his job. Because we are a single income household, I as a stay at home wife, mother and homeschool teacher do not work, this left us without an income. Like many others in the nation, we also were now beholden to the companies that for some reason were not shut down and were still allowed to operate and were offered only one unreasonable option when it came to our mortgage. Option of a loan forbearance but then informed we were to pay it all back in one lump sum at the end. If there is no money to pay one payment, who would have the entire lump sum for the numerous months at the end? Feeling trapped, this was the only option offered by Mr. Cooper. ( Extortion? ) We did not go to a notary to change the terms of this loan ; it was done digitally. At the end of their so-called COVID relief program they then requested the XXXX XXXX XXXX dollars all at once. This felt like extortion, a trap and made no sense and felt criminal. Being that we had no choice in our loss of income or the transfer of our mortgage from Seterus to Mr. Cooper and were newly with them, I requested a validation of debt from XXXX XXXX, President and CEO of Mr. Cooper on XX/XX/XXXX by certified return receipt requested, through the USPS. I got no response. Then next communication I did receive regarding my mortgage, was a statement from a company called XXXXXXXX XXXX XXXXXXXX asking for the balance of the money Mr. Cooper was previously asking for. I have not received notification from Mr. Cooper since my request. nor did I received notification from Mr. Cooper that there would be a change/sale of the mortgage company, no contract, nothing. Numerous letters were sent to XXXX requesting them to identify themselves as having a legal right to request money from me, I got no response therefore started sending certified letters. I sent certified letters to XXXX XXXX, President of XXXX and XXXX directly for the validation of debt and proof they have the original note in its original form. No response. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I Requested : 1. Original article of indebtedness with wet signature. 2. Full original disclosure document. ( Not a Copy ) 3. Full financial accounting of the account that was debited to fund my loan. ( money not credit ) 4. Original title not copy. Assurance was made that these documents would be returned to them. Requests were made to : XXXX XXXX, Mr. Cooper XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX No response from XXXX No response from Mr. Cooper who was servicing the loan at the time. No response from XXXX until XX/XX/XXXX Below are dates of recognition letters from XXXX. Recognizing I have made requests for documentation. I have received no documentation until XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I sent a letter directly to XXXX XXXX with Shellpoint this is when I received photocopies of some of the documentation XX/XX/XXXX but not original documents as I requested. Never proof of an accounting of the monies to fund this loan as requested. This property has changed servicing companies numerous times. With an attempt to steal my home in XXXX and now again today.This most recent switch of companies with no notification and request for payment from a company I am not aware of is disturbing. I am simply requesting to see the original documents as requested to verify no fraud has been committed from the onset of this loan. XXXX is continually attempting to modify my loan again. I have no intention of doing this with this company that is trying to collect money when they are unable to verify the right to collect this money to begin with. I have sent numerous requests to these organizations and have not been granted the documentation I have requested to date. I have also received numerous threatening letters from XXXX XXXX XXXX stating that they represent XXXX and I should pay them or they would foreclose and steal my home. I informed them of my concern in making sure no fraud has been committed and requested the documents from them also. I was informed that they are under no obligation to provide me with the documentation I am requesting. They did provide me photocopies of part of the information but not original as requested. This is the age of digital fraud and therefore not a viable option when possi ble fraud is a concern. Is there something to hide? This is quite strange at this point and I feel like I have to take legal action to get documents? If everything is legitimate this should not be a problem. XXXX Seterus and Nationstar/Mr Cooper are subjects of multi-million dollar class action lawsuits both of which are being pursued by CFBP Consumer Financial Protection Bureau and others.. Due to the lack of cooperation in providing the requested paperwork from all companies asked, I will be forced to get : Securitization audit. Bloomberg financial report. MERS verification to verify this loan was not bifurcated at closing. Verification of Insurance claims to see if they have been satisfied rendering if loan has or has not been paid in full. XXXX XXXX XXXX XXXX
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home mortgage originally through XXXX XXXX XXXX # XXXX for {$1300.00} monthly. they have since sold my loan to Mr. cooper loan number # XXXX when speaking to Mr. cooper they insured me my loan has been transferred to them and everything would be the same, I informed them that i had automatic payments set up they said it will still come out automatic. when I viewed my account Mr. Cooper had took {$1600.00} when i contacted Mr. cooper the gave me no explanation to why they took the amount no analysis had been ran, no changes nor did i agree to anything. I did not argee to transferring from my Leander but was told it was at will and i had no control over it being sold. I offered them my original documents signed at closing of what my amount should be and asked to speak to a manager and was told they would call me back i asked more then once to speak to a manager no one has yet to call me back or correct the problem. i was last told to XXXX XXXX XXXX i asked why wouldn't they call XXXX XXXX if they are saying they didn't get everything from XXXX XXXX. I was told because they are a third party. XXXX XXXX no longer acknowledge my account number or have me in there system. I want to problem to be corrected back to my mortgage amount of {$1300.00} and report Mr. Cooper for predatory practices.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A