Date Received: 2022-06-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX of 2021, Mr. Cooper ( our mortgage lender/servicer ) incorrectly coded a payment ( {$10000.00} was sent -- - Mr. Cooper credited me with sending {$1000.00} ). During my attempts to rectify the situation with Mr. Cooper, they incorrectly reported the mortgage payment as late, despite their promises that I would not be in arears during their review of my case. Following their review of the case, they gave as their reason that my account had " insufficient '' funds, which was demonstrably untrue.
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I did a loan modification the bank never recorded it with the XXXX XXXX deeds office. I went through a divorce and the Judge wants to see this recorded.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I need help in Dealing with Mr. Cooper Home Loan collections. On XX/XX/2022, I filed a complaint with the CFPB that was eventually closed. On or about XX/XX/2022, Mr. Cooper responded to my complaint and the CFPB closed my complaint. However Mr. Cooper did not answer the question I asked in my original complaint. Mr. Cooper explained that they had received all my mortgage payments and provided proof, but XXXX XXXX XXXX who is a member of Mr. Coopers Customer Relations Special department failed to give me the : The correct mailing address for Mr. Cooper 's online Bank Payments. Mr. Cooper customer service gave me the online bank payment address of : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, they also provided : The correct Bank Account number # XXXX, for Mr. Cooper, The correct Bank Routing number Router number # XXXX, for Mr. Cooper. In his XX/XX/2022, response to the CFPB, XXXX XXXX said that both the bank account and routing numbers provided by Mr. Cooper customer service were correct for Mr. Coopers bank account. XXXX XXXX did not say yes or no as to the provided bank address by customer service being the correct online bill payment address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX. XXXX XXXX stated in his response to the CFPB that if I have any specific questions about the information he had provided, to please contact him directly, using the contact information he provided at the bottom of his response letter. On XX/XX/2022, I contacted XXXX XXXX via email and asked if Mr. Cooper would provide me with the following information provided below. XXXX XXXX did not answer any of my questions. He just stated that he forwarded my concerns to the customer relations department. His email response is provided below. Once again Mr. Cooper has put be back into an endless loop of being forward to the customer relations department. If customer relations cant answer your question they then refer you to customer service, who again sends you right back to customer relations. This is the game Mr. Cooper has been playing with me. They admitted that customer service had given me different addresses for the online bill payment address in their response letter to the CFPB ; they have repeatedly failed to provide me with the correct address. I reached out to XXXX XXXX, as his email response stated to do, only to be told by XXXX XXXX that he forwarded my concerns to the customer relations department. Again, the customer relations department is not providing a valid address to mail my payments too. XXXX XXXX also stated it would take 30-days to resolve the issue. Waiting another 30-days will result in me again having to go the rounds with this company providing proof that my payment has been made. Mr. Cooper is a collection agency and my belief is that they are trying to foreclose on my home even though I have never missed a payment. On XX/XX/2022, I received a letter from Mr. Cooper saying that if I have fallen behind on my mortgage payment they have dedicated loan specialist who can help me and that I only need to CALL THEM AS SOON AS POSSIBLE. I have again tried dealing with Mr. Cooper and their representatives and have not received any help. I have provided proof that my payments were made, and were made on time, so being told they have not received the payment is bad practice on their end. I feel that Mr. Cooper is trying to take my home by sending threatening letters and providing multiple addresses so they can claim they have not received my payment. I would like your agency to again look into this company and their fraudulent practices. below is my email correspondence with XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX XXXX Subject : RE : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information Good afternoon, I have forwarded your concerns for review and response. Please allow up to 30 business days for a written response by the Customer Relations Department. Thank you, XXXX XXXX Member Relations Specialist Private Label Servicing XXXX XXXX XXXX XXXX, TX XXXX ( O ) XXXX ( F ) XXXX XXXX From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/2022 XXXX PM To : XXXX XXXX XXXX Subject : Resolution Letters XXXX, XXXX, Mr. Cooper loan XXXX XXXX, Correct Mr. Cooper online billing information This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. XXXX XXXX Thank you for your timely response. However, I have failed to find your response to my questions in the documents you provide in my complaint, and this is troubling as it's the cause of all my troubles with Mr. Cooper. These questions have yet to be answered and is very troubling because as I stated in my complaint " each time I contacted Mr. Cooper customer service I was given incorrect information '' to which you stated " had been noted and corrected '' in your response to my complaint. I have repeatedly asked Mr. Cooper customer service personnel for the correct billing information so I can make my mortgage payments online via my XXXX XXXX online bill pay system, which I have been using to make my mortgage payments to XXXX XXXX. All payments were paid on time without any problems for the last six ( 6 ) years. Please answer my question if you already have, please tell me where it's at in the documents you provide in your response to my complaint. I would like to be provided by Mr. Cooper the following information : 1 ) The correct mailing address for Mr. Cooper 's online Bank Payments, 2 ) The correct Bank Account number for Mr. Cooper, 3 ) The correct Bank Routing number for Mr. Cooper 's. The last time I spoke with Mr. Cooper customer service I was provided the below online banking information : Address : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Bank : Account number # XXXX, Bank : Routing number # XXXX. As I stated in my complaint, I have sent my XXXX and XX/XX/2022, home mortgage payments to the above address. I am providing the below XXXX banking information to assist you in proving I have made my mortgage payments on time. XXXX Bank did not send Mr. Cooper a check but made an online payment as XXXX Bank has done for the six ( 6 ) plus years to XXXX XXXX. I spoke with XXXX Bank Representative XXXX XXXX XXXX XXXX, Relationship Banker, XXXX ID : XXXX, his contact information : Phone : ( XXXX ) XXXX, XXXX : ( XXXX ) XXXX, Service Line : ( XXXX ) XXXX, Email : XXXX, who provided me with all of my banking information from XXXX Bank that you requested. XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022. XX/XX/2022, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/2022, XXXX PM. Date online payment posted XX/XX/2022. I would also like to know if Mr. Cooper is still charging me interest payments or listing me as a failure to pay case? Has Mr. Cooper done anything to affect my credit history? Mr. Cooper also stated on my XX/XX/2022, mortgage statement that I owed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$2200.00}. I would like to know if this is still the case if so, why? I have provided you with all the banking information you requested except for the copy of any checks that XXXX Bank may have used to pay you. I stated earlier, I am unaware of XXXX Bank having sent Mr. Cooper any checks as all payments were completed online to your company. As requested, I have provided that information above. Thank you ; XXXX XXXX XXXX : ( XXXX ) XXXX Email : XXXX Included : XXXX bank statement showing online payments for XXXX and XX/XX/2022, and a payment history of my online mortgage payments including both XXXX XXXX and Mr. Cooper. This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Mr. Cooper immediately by e-mail at XXXX and destroy all copies of this communication and any attachments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As a result of the COVID-19 National Pandemic, I couldn't continue paying my mortgage, so I decided to apply for a forbearance plan with my mortgage company, Mr. Cooper. After exhausting the maximum time allowed, I worked with Mr. Cooper to address the situation and obtain a reasonable workout that would enable me to bring my mortgage current and make my mortgage payments more affordable according to my current financial situation. Finally, a few months ago, Mr. Cooper approved me for a set of three trial payments of {$2700.00}. I fulfilled my three approved trial payments. Unfortunately, since then, the servicer has been delaying the final modification documents that allow me to complete the process and begin with my regular payments. There had been weeks and weeks waiting for the final paperwork ; in the meantime, I continued making additional trial payments. Whenever I call my lender, Mr. Cooper 's representatives don't understand the real reason for this unnecessary delay ; they stated that they don't know why my case is breaking their own servicer rules, but the truth is that until today there is not a resolution. At this point, I am terrified of losing my home in a foreclosure sale due to the current past due balance due to my forbearance, which I can not pay.
Company Response:
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On Tuesday, I am closing on the sell off my home. The title company, XXXX XXXX, is required by Texas state law to pay HUD directly to remove a Partial Deed Claim lien through Mr. Cooper. However, when the title company received the mortgage payoff, Mr. Cooper ( Nationstar Mortgage XXXX ) included a general lenders fee in the amount of the HUD loan and instructed XXXX XXXX XXXX company to pay Mr. Cooper directly and Mr. Cooper will pay directly HUD to remove the Partial Deed Claim lien. This seemed abnormal and Mr. Coopers instruction on their payoff instructs us to pay HUD directly with specific instructions for the lien release. My contract for the HUD loan states the same, to pay HUD direct BUT Mr. Cooper explicitly told XXXX XXXX NOT to HUD. So, to mitigate this circumstance, I requested the Lenders Fee line on the payoff quote be updated to reflect that Mr. Cooper will remit payment to HUD. Mr. Cooper DENIED all requests. I communicated to Mr. Cooper that per Texas state law, if the lien is on county record and listed as a lender fee, I would be required to pay both HUD and Mr. Cooper to release the lien and sell my home. Mr. Cooper still refused to remove or update the payoff quote. Fraudulent Activity : When I called back in XX/XX/2022 to see why their was a lien on my home, Mr. Cooper said they already paid HUD on my behalf and HUD failed to process the paperwork to remove the lien. I requested proof of payment for the HUD lien payoff and I was sent the attached document as proof. However, it shows Mr. Cooper took out a SECOND MORTGAGE claim without my permission with XXXX XXXX XXXX XXXX, NOT directly with HUD so there is no way they are paying HUD directly. That is why they are verbally telling the title company and I not to pay HUD to release the lien. Also, when I received a communication from XXXX about them acquiring a loan, I reached out to Mr. Cooper and they said that there was no record of any Mortgage with XXXX. I emailed their research department and got no response. The email is attached. So, to close by contract date, I may have to pay double for this lien and it is my fear that Mr. Cooper will not return my money. This is predatory, unethical, and possible illegal. This has caused so much stress Ive been to urgent care, monitored by my PCP, and prescribed medication. So, I feel the need to seek help and protection. My last communication to Mr. Cooper is below : I'm formally requesting the immediate removal of the " Lender Fees '' on my official Mr. Cooper payoff. The Mr. Cooper payoff statement instructs me to pay HUD directly which is odd because Mr. Cooper is verbally telling me, and XXXX XXXX, NOT to pay HUD. The loan modification contract that I signed for states the same as well. So, why are you verbally asking me to do something that is outside of legally binding documents? Here is why you requiring me to pay Mr. Cooper : The attached document, sent to me by Mr. Cooper, shows an FHA settlement with funds from XXXX XXXX XXXX XXXX directly to Nationstar ( Mr. Cooper ) on my property. However, Mr. Cooper is REQUIRING me to pay Mr. Cooper so Mr. Cooper can directly pay HUD to remove the HUD lien which is flat out lie. Make it make sense, but you can't because the attached document shows Mr. Cooper received the money from XXXX XXXX XXXX XXXX. So, am I paying Mr. Cooper directly so Mr. Cooper can pay XXXX and not HUD? If so, this was not in any of the contracts and the contract says pay HUD and so does HUD. Mr. Cooper legally owes XXXX XXXX XXXX XXXX, not XXXX XXXX . I have no contractual obligation to XXXX. My signed contract was with HUD so I don't know why you took out a SECOND mortgage with XXXX XXXX XXXX XXXX without my permission for my property. Y'all need to pay them. Not sure what's going on, but if you do not remove the " Lender Fee '' off the payoff quote. I am required by Texas state law to pay both Mr. Cooper and HUD to remove the lien to sell my home. Again, please remove this fee and send me an updated payoff.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2022, I contacted Nationstar DBA Mr. Cooper to inquire about removing my private mortgage insurance ( PMI ). Upon request, the agent said they were unable to remove it without a refinance. At no point did I consent to a refinance, and at the end of the conversation, the agent told me that it would not be a good option for me at this time. Today, I received a packet from Nationstar that had a loan application from that conversation. At no point was I going to refinance my current mortgage ; especially with the current rate percentages. Nationstar pulled my credit without my permission, and per FCRA, I should have this inquiry removed from my credit report, as this was something I did not consent. Also, the interest rate lock agreement violates UDAAP, TILA/Regulation Z. The buydown points are listed as a discount, fully ignoring the fact that the loan amount is increased to accommodate the buydown points. The section that shows points is the origination fee ; a completely different amount than the points charged on section A on the loan estimate. This section clearly outlines the points as {$9900.00}, which is listed on the interest rate lock agreement as {$1400.00}. This is deceptive advertising ; misleading the consumer into thinking the discount and points are the same amount WHICH THEY ARE NOT. Nationstar is in violation of fair advertising per Regulation N/MAP, because they are not being truthful in the amounts that are being charged to the consumer, and disguising the buydown points as a " discount '', and omitting that value from the " points '' line on their interest rate lock agreement.
Company Response:
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Contacted Mr. Cooper ( Nationstar Mortgage ) in XXXX XXXX about dropping the PMI on my conventional loan. Was told that appraisal would be done and I needed 25 % equity to have the PMI dropped. Was also told that the process should take a couple of weeks to get the appraisal and a couple more weeks to review. Appraisal was conducted on XX/XX/XXXX and submitted on XX/XX/XXXX. I contacted Mr. Cooper on XX/XX/XXXX after still not hearing anything about the outcome of my request. I was then told by XXXX of Mr. Cooper that " the report is subject to additional review and approval by Mr. Cooper ''. I asked for an explanation of what that meant, what exactly needed additional review. XXXX repeated that sentence and didn't offer further explanation. I also asked how long the additional review period would be and she gave multiple answers from 2 weeks to 30 days to indefinitely. Mr. Cooper emailed a copy of the valuation report dated XX/XX/XXXX and said that I should have received a copy in the mail, but I have yet to receive it as of XX/XX/XXXX. The balance of my loan is about {$340000.00} and my home appraised for {$570000.00}. There is well over 25 % equity and the PMI should be dropped immediately. I don't have confidence that Mr. Cooper is going to remove the PMI or give me any further explanation on what they are looking into. Since my request in XXXX to drop the PMI, my monthly payment has been increase twice by Mr. Cooper. They are referencing that there is a shortfall in my escrow account. I found that they paid the wrong home insurance company out of my escrow account even though they had the correct information. They then needed to correct the issue by issuing the correct payment. They immediately used that instance to recalculate my payment instead of waiting to be reimbursed. They also increased it another time stating other escrow shortfalls but not providing evidence, like the exact new tax bill. In reality my payment should be lower because my new home insurance is {$500.00} less than the previous year. As of XX/XX/XXXX my property taxes have not been increased for XXXX, the new XX/XX/XXXX bill has not been issued. The last payment for taxes was paid on XX/XX/XXXX. I feel that Mr. Cooper is unfairly increasing my payments and putting off my requests to lower it, while also trying to persuade me to refinance, even though that's not in my best interest as interest rates are higher.
Company Response:
State: CA
Zip: 95688
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper / Previously Nationstar MTG I refinanced my mortgage with Mr. Cooper ( Previously Nationstar ) in XXXX. Upon refinancing I had a couple of debts that needed to be rolled into the loan. One in particular that actually drug out the closing because it was required to be paid to close the loan. All of the information in terms of paperwork and documentation of this said debt was in the closing paper work, however, the debt was never paid. When I reached out to my loan officer ( XXXX XXXX XXXX and his leader ( XXXX XXXX ) from the XXXX, XXXX office, I was told that it was in fact a miss on their part, but it had already been processed and there was " nothing they could do about it. '' I since than have had my wages Garnished by my employer ( how embarrassing ), and continued to reach out formally to Mr. Cooper to file a complaint in hopes that someone could help to make light of the situation, with not only no response, but received a letter that my monthly payments would go up XXXX $ per month due to escrow increases. Mr. Cooper showed no accountability, empathy, or took no opportunity to make the situation right. I, in no way wanted them to absorb my debt, but simply avoid wage garnishment.
Company Response:
State: IA
Zip: 522XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX my husband was in the hospital with XXXX XXXX and I reached out to our mortgage company to get advice. I declined refinance and forbearance at that time due to thinking my husband would get better and come home. In XX/XX/XXXX I called back to our mortgage company Mr. Cooper and spoke with the same representative and had our mortgage put in a forbearance as my husband was then XXXX XXXX XXXX I was told the exact same thing as in XX/XX/XXXX that at the end of the forbearance I could either pay the back payments or get our payments deferred and put onto the back of the loan with zero interest or penalties. In XX/XX/XXXX before the Forbearance was coming to a end I called to speak with them and have the deferment of payments put on the back of the loan due to the fact that my husband ended up passing away XXXX XXXXXXXX. At that time I was told I was not able to have a deferment and that I needed to apply for a loan modification which would help me lower my interest rate and monthly payment making it easier for me. They sent me it's me the paperwork immediately and I filled it out and mailed it back with all proofs and verifications that they needed. They continued to string me along and ask for documents over and over that I had already mailed in multiple times and this went on from the beginning of XX/XX/XXXX until the XXXX week in XXXX of XXXX. On Saturday XX/XX/XXXX I received a text message from Mr Cooper which prompted me to check the Mr Cooper app which said my application for my loan modification was denied and I needed to come up with over {$27000.00} in back payments. I called immediately Monday morning in distress and the lady I spoke with said that wasn't accurate and it was approved and I will be receiving a packet in the mail and it'll benefit me and help me with lower interest and payment. I went out and got the mail and the packet was in there however it was the complete opposite. They want to raise my interest rate and monthly payment. I called again and spoke to another lady as I have not 1 time been able to speak with or get ahold of my loan specialist through this entire process. This lady said what I was told initially sounded correct I should have been offered a deferment of payments and didn't understand what was happening. She then put me on hold and spoke with superiors and colleagues and said she was wrong however was going to put in a email to the loan modification department to re-look at this and she would call me back by Wednesday XX/XX/XXXX or Thursday XX/XX/XXXX. I have received as of now no call except a message from a different random lady about calling to settle this. I call back and can not get the lady on the phone I spoke with on Monday XX/XX/XXXX about this mess. I was advised to call HUD which I have and also was advised to file this with you. Anymore questions please let me know
Company Response:
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ignorant applications of RESPA statutes to a all complaints prior to today, when reviewing statements and documentation, resulting in wrong late payment reporting to XXXX, XXXX and XXXX by XXXX, Nationstar and Mr Cooper.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A