Date Received: 2022-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is regarding me cooper, subserviced by lake view loans. In XXXX we signed mortgage modification papers. It stated XX/XX/XXXX our payments would resume. I went to pay online on XX/XX/XXXX and it stated a balance of {$0.00}. And that our next payment was due XX/XX/XXXX. So I thought maybe I remembered wrong. I got a call mid XXXX about our late payment. I explained the situation and requested a call back from a supervisor. About 3-4 days later I had to call again and request a call back. I received a call 4 days later on a Monday, and she left a voicemail to call her back at her personal office phone. I did, left a voicemail and received no response. I called again 2 more times over the next few days and still never got a call back. I call today to pay XXXX $ of my mortgage and figure as I get money XXXX just get caught up. Well, Im told when I call in that the manager left a note on my account that she cant do anything for me. I didnt even get a chance to tell her what happened, she just got the jist from an employee. How is that ok? Then she tells me XXXX cant just pay XXXX $ toward my payment. I need to pay it in full, or I need to pay XXXX $ today and XXXX $ for the next 3 months. I could do that, but not in lump sum amounts. So I cant pay my mortgage. I literally have no way to, they can have me come up with XXXX $ out of the blue, or have my bank bounce and I go thousands of dollars in debt, they wont let me simply pay it off one step at a time. How is that legal? Then the employee has the gall to suggest I sell my home. When Im LITERALLY TRYING TO PAY IT.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a Covid forbearance with XXXX XXXX XXXXXXXX XXXX. They offered me a refinance deal in fall of XXXX and due to the fact that I was out of town I did not see it in time. That offer made my mortgage payment approximately XXXX a month. When I called in about it they told me it was too late and they would send me a new offer they sent me a new offer with the longer-term there was {$960.00} a month I accepted this signed the paperwork went through the three month process to get it set up and was preparing to start paying for it. When I looked on my XXXX XXXX XXXX account I saw that my payment was not {$960.00} a month but XXXX something so I contacted them and went through all kinds of hoops with people on the phone and somebody was going to research it and get it back to me which no one ever did. I never signed any paperwork for the loan that had a payment of {$1400.00} a month because they said that offer had expired. The paperwork that I signed and have a copy of is for {$960.00} a month. When I went to make the payment I got a notice from right path services some other mortgage servicing company that I dont know anything about and Im wondering if theyre connected with XXXX and theyre trying to say that I owe them the {$1400.00} a month payment. When I was talking to XXXX XXXX XXXX I told her that I was very concerned that this was some kind of bait and switch they assured me it was not a bait and switch and they would get it resolved which they never did so now I am supposed to be going with XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX, TX XXXX. Unfortunately when I went to set up my online account with them I see that theyre trying to collect the XXXX a month payment which is not anything that I ever signed. I am quite concerned that this is some kind of bait and switch thing I have had nothing but trouble with XXXX XXXX and their XXXX company that they were with before them. I am beginning to think this is some kind of scam bait and switch something bizarre and I need some help thank you for any assistance. XXXX XXXX XXXX am beginning to think this is some kind of scam bait and switch something bizarre and I need some help thank you for any assistance. XXXX XXXX XXXX email. XXXX. The address this property is on is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX my phone number is XXXX please let me know what I need to do to address these in XXXX XXXX providers that I believe are trying to scam me. Thank you XXXX XXXX
Company Response:
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX Dear Sir/Madam : On XX/XX/XXXX, Nationstar Mortgage , LLC/Mr. Cooper filed a derogatory credit report with XXXX, stating that our previous mortgage on XXXX XXXX XXXX XXXXXXXX XXXX, LA XXXX, which we paid off on XX/XX/XXXX, was 120 days late before the payoff. Background Prior to XXXXMr. Cooper, XXXX XXXX XXXX and Reporting ( XXXX ) was the servicer of the loan until about XX/XX/XXXX, when they informed us that Mr. Cooper would be the new servicer. We should add that the loan had been in a XXXX forbearance with XXXX since XX/XX/XXXX, and we were requesting an extension of the forbearance because of COVID related financial hardships. In XX/XX/XXXX, we received communication from Mr. Cooper confirming that they were our new loan servicer ; when we asked about the status of our request for forbearance extension, Mr. Cooper stated that they were unable to act on our request because they did not yet have complete access to or visibility of our loan file from XXXX. Mr. Cooper further told us that the best they could do at that time was to modify the mortgage loan, to which we agreed. In XX/XX/XXXX, Mr. Cooper informed us that XXXX XXXX would be our Single Point of Contact on the matter, and he would be sending the loan modification paperwork for us to sign and return. Disappointingly, we did not receive the documents as promised, and when we would try to get in contact with XXXX, he would not respond to our follow-up phone calls ; when we would get other Mr. Cooper employees on the phone, they also would give us assurances that they would pass our messages on to XXXX, but XXXX remained unavailable, and the documents never arrived. XXXX attitude made us anxious, and in early XX/XX/XXXX, we formally communicated our concerns to him see our letter attached. In late XX/XX/XXXX, we received a letter from Mr. Cooper acknowledging receipt of our letter of concern, and they promised again to address the outstanding matter no later than XX/XX/XXXX see their letter attached. In XX/XX/XXXX, we received another letter from Mr. Cooper stating that our new mortgage plan would take effect XX/XX/XXXX, but we still had not received the mortgage loan modification plan or paperwork. On XX/XX/XXXX, we paid off the mortgage to Mr. Cooper. Curiously, the XXXX report shows that XXXXMr. Cooper filed the derogatory report on XX/XX/XXXX. In their report with XXXX, Mr. Cooper states in the same breadth that the issue is resolved. To wit, we were not a party to such resolution, since we did not know there was an issue until we found out in early XX/XX/XXXX, via a mortgage lender, that our credit files contained a negative credit report. Our credit scores up to that point were good, and we had been preapproved for couple of mortgage loans. As a result of the negative report, we lost a combined XXXX points on our credit scores and have since had to stand down from actively trying to buy our first home in Minnesota. On XX/XX/XXXX, we apprised XXXXMr. Cooper about the situation and demanded they remove the negative report or give us a payoff clearance letter so we can file a dispute with XXXX. On XX/XX/XXXX, we received an ambiguously worded response from Mr. Cooper stating that they can not remove the negative report because the loan was in default since XX/XX/XXXX (? ), and they have a responsibility to accurately report to the credit bureaus? We have since asked Mr. Cooper for clarifications, but received no response to date. In view of the foregoing, we reported our dilemma to the Office of the MN Attorney General and asked for help. We have since received positive acknowledgement from that office, but they advise that we also file our complaint with your office since you are the proper authority. We believe we have exercised patience and tried to resolve this matter between us and XXXX/Mr. Cooper without success. We feel that XXXXMr. Coopers actions contradict the facts, and since we can not have them to make the necessary correction, we hereby request your help to make them do the right thing. Thank you! We look forward to your prudent action. XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX Tel : XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My credit report for XXXX regarding 3 mortgage accounts just updated with all my payments deffered during covid showing delinquent on all months. Only transunion is showing this and only for these 3 Mr. Cooper/ nationstar mortgage accounts. After defferment i paid all deferred balances in full. Never late, never reported late until just a couple weeks ago. This is damaging and ludicrous as i am working on business recovery from XXXX and now i am being harmed by fraudulent reporting now suddenly showing up. I was in dispute for other payments and still am but suddednly adding late payments ( about 60 late payments ) during covid times is outright wrong. This needs to be corrected immediatley and negatives removed. This violates the cares act and is otherwise morally corrupt and causing me extreme harm.
Company Response:
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was coming out of Forbearance and was contacted by Mr Cooper reps about next steps. They gave me no other option but to settle the entire amount of the forbearance period in XXXX payment. I contacted the VA and had them help me with this by having the VA make an extension. Paperwork was sent to me for me and my wife to sign and notarize. We called and scheduled the notary, paid and had the packet sent back. This was last XXXX. At the end of XXXX, a second packet was sent out to me, and I received an email from the Mr Cooper rep informing me that the paperwork was wrong and my wife signed in error, as she is not on the original loan- only the deed. So I was to have the paperwork signed and notarized and sent back in. They told me mr Cooper would schedule the notary for this. None was ever scheduled. I was also told, by an account rep, NOT to make payments as this would mess with the extension and payment schedule. At this time it was XXXX. It is now XXXX, no notary has been scheduled and I tried calling to make a mortgage payment. I was informed that I could not make just XXXX but that I had to make XXXX months worth of payments all at once and my house is in foreclosure as of XXXX XXXX. I was informed that a demand letter was sent to me in XXXX. After I told them I received no such letter, I was informed that not receiving it doesnt matter and I am still responsible for the payments and other issues in said letter. I still have not received any letter. My online account is disabled, so all I am able to do is see how much I owe and see the phone number to their customer service to make said payment as it is impossible to make an automated payment online. I have contacted my VA account XXXX and I am in contact with her, but I still have no idea how I am making XXXX months worth of payments and avoiding foreclosure. I spoke to a loss mitigation XXXX at mr Cooper and all she could do was demand full payment and refer me to my state agencies for financial assistance I am about to become a statistic due to MR Cooper and their lack of administrative organization and demands that they are always correct.
Company Response:
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was fired from my job on XX/XX/2021 and didn't learn about mortgage forbearance because of the COVID " pandemic '' until the first part of XXXX. My mortgage was through XXXX but " serviced '' by Nationstar Mortgage. I started the forbearance that month but had already made the monthly payment for XXXX and as a result my loan was displayed online as $ XX amount. It was explained to me when I started the forbearance that I would have to pay the missing payments back - to which I replied " of course ''. If it had been TRUTHFULLY explained the interest of my loan would accrue daily while I wasn't making mortgage payments I wouldn't have started. We just closed on selling our house and the payoff amount was {$8000.00} more than what was ALWAYS displayed on my online account. I feel that this is a deceptive practice that is portrayed as helping but truthfully it just added more $ $ to my mortgage.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had submitted a previous complaint # XXXX that was not solved properly. The numbers that Mr. Cooper has given me in a letter regarding the value of my home are bogus numbers. I had spoken with a XXXX XXXX at Mr. Cooper who said that the XXXX on my home was {$320000.00} which is exactly 80 % of my balance of my mortgage. I told her that the PMI should be cancelled and she agreed with me. The conversation was also recorded so I would like for that to be heard. Mr. Cooper keeps changing the amounts that I need to get an appraisal on my property when I do not need one. They are also stating that my home has lost more that {$80000.00} in value since I bought it. The real estate market is not going down it is going up. This company is using practices that go against the Federal Homeowners Protection Act that I should be protected under.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2022-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX was paid off by myself on XX/XX/2022. Related Foreclosure Complaint Dismissed the next business day XX/XX/2022 by XXXX. In Florida, in a case Dismissed by the Plaintiff, the Defendant is considered to have prevailed. In such cases, the Plaintiff is not entitled to " Legal, or Attorney, Fees '' from Defendant. In this subject case, XXXX XXXX Nationstar Mortgage, d/b/a Mr. Cooper, listed a mere {$200.00} for " Legal Fees '' on the Loan Payoff Statement, but {$26000.00} in " Corporate Advances ''. A subsequent revelation supplied by Nationstar showed that {$25000.00} of that " Corporate Advances '' was actually for " Legal Fees '' after all. On its face, this would appear to be deceptive and an attempt at fraudulently " hiding '' improper fees on one line, and listing small, easily repaid fees on another line.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested my mortgage company ( Mr. Cooper ) to do an escrow analysis because my new insurance was cut in half on XX/XX/XXXX. To begin they told me I just bought the house- which I actually purchased in XXXX of XXXX. Then, they told me that I was not allowed to have an escrow analysis until XXXX of XXXX. I should be able to request an analysis for such a large difference in payments.
Company Response:
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my father processed a transfer of his home loan back in 2020 from the company mr. cooper to his current bank ( XXXX ). his bank processed the payment to mr cooper correctly and sent them the check to pay off his balance with mr cooper. the company mr cooper then cashed the check and mis applied the funds to the wrong account. from that point my father has been paying XXXX for his loan and mr cooper sold the loan to another company ( XXXX ) because they did not catch the mistake they made. now my fathers house is being foreclosed on by XXXX he has receipts for the last 2 years of paying his loan to XXXX. we have written documentation from mr cooper that these funds have been mishandled and have attached the relevant email to this complaint.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A