Date Received: 2022-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Servicer Mr. Cooper has collected additional payment amounts than what's allowed per the promissory note. My loan does not include any escrow payment, but their recent " analysis '' in late XXXX, led them to deduct more than my prescribed monthly contribution on XX/XX/XXXX. I tried the loan servicer 's chat to talk to someone, but got an error. I submitted a ticket through their website and got no response. After I further noted that my checking account debited had been overdrawn as a result of their higher payment, they said the issue has been escalated. It's been a week and I have got no update.
Company Response:
State: CA
Zip: 94607
Submitted Via: Web
Date Sent: 2022-06-10
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: XXXX XXXX XXXX XXXX XXXX ) was bought or merged with Nation Star dba Mr. Cooper. I have had my mortgage with XXXX since XXXX of XXXX and been making payments. I set up auto pay and it didn't work, fortunately I was able to notice and called to make the payment manually for the month of XX/XX/2022. Now its XXXX and I am unable to make my payment when calling Mr. Cooper. When I called XXXX it was routed Mr. Coopers call tree and they, Mr. Cooper are saying my loan is still in processing and I can not make a payment at this time .... its the same company. This is causing a financial impact by being unable to pay down my principal which would reduce the interest I am being charged. Also, puts me at risk with missing a payment as I can't make a payment to them .... which has the ability to affect my credit score. This is causing me to pay more interest than I would otherwise causing a negative financial impact on myself. When I made my formal complaint to Mr. Cooper they then tried to say it was not the case but that is exactly how interest works ... its based on the current principal. Which I am unable to pay down. Plus it being XXXX when they have the loan already as they, Mr. Cooper, owns XXXX now. XXXX yr fix conventional loan.
Company Response:
State: CO
Zip: 80301
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX was contact my me loan holder, XXXX XXXX XXXX XX/XX/2022 in effort to obtain documents for a home loan refinance. At time of call XXXX, XX/XX/2022 I was automatically transfered to loan servicer named, Mr. Cooper XXXX At that transfer I learned that my loan information was not available to the proposed new servicer, Mr. Cooper. The representative in the CSR at Mr. Cooper was kind enough to call with me to XXXX XXXX XXXX XXXX XXXX, that call was not successful in reaching anyone in person at XXXX, XXXX. XXXX XX/XX/2022 at XXXX pm I called again to make a connection to pay my mortgage, same process was made available. I was transferred to loss mitigation at Mr. Cooper, XXXX helped me. She stated that selling loans is common and needs time to transfer. I was not notified of this transfer and find this process unacceptable.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2022-07-13
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: In XX/XX/2022 I requested to have my home appraised in hope to remove PMI. I was informed that I would receive a call in 7-10 days to set up an appraisal. In XXXX I called back and was informed that it was taking longer than normal due to high request. I was also informed that I could rerequest an appraisal and not have to include the home improvements for removal of PMI ; so another request for was done and I was informed this would not delay the appraisal any longer. A few days later I received a call and my home was appraised in XXXX. I was informed by the appraiser that all documents were submitted and I should hear from my lender. A week later I called Mr.Cooper and informed that they have not received anything yet. Several calls made after and it was explained that first the investor ( XXXX XXXX XXXX reviews the appraisal and then sends it to Mr. Cooper and still they havent received anything. In XXXX I Was informed the process then would take up to 45 days from the time of the appraisal and still they had not received it. Then later in XXXX was told that it was received and that Mr.Cooper was reviewing however I should call back in about a week. Then I called back which was now XXXX to be told this time that they hadnt received anything about the appraisal and they would have the back up/ research department look into it. Then a few days later I receive a call from an appraiser requesting to come do another appraisal on my home. So this prompt me to call Mr.Cooper. Was then told that they didnt see anything regarding a request for another appraisal. I asked to speak with a supervisor and was told there was no one I could speak with and that they would schedule a call. I never received a call back from the supervisor when I was informed it would be. I called Mr.Cooper back and this time was told that a second appraisal was being requested because the first appraisal was refused. No one can provide clarification why and I cont. to pay PMI at their expense. Mr Cooper is delaying my right to remove PMI
Company Response:
State: SC
Zip: 29488
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was transferred from XXXXXXXX XXXX XXXX to XXXX XXXX XXXX some time in early XXXX ( XXXX ) and I had no knowledge until I suffered a fire on XXXX XXXX. Upon me calling to find out the process to send insurance check for repairs. I clld XXXX and explained why I was calling and the guy was so busy dunning me for payment and I advised i am under a Covid Forbearance until XX/XX/XXXX but I need to discuss the next step to get them the check for repairs. He told me that it is no need to have the insurance co make out a new check because the previous servicer is their sister company and they still cash the check and gave me the number for the Insurance dept. but advised me not to call them until i get check and ready to send in. Once I received check I called that dept and was emailed special instructions and I was unfortunately advised that CHECK MUST BE MADE OUT TO XXXX and the information the prev rep gave me was wrong. This delayed me another XXXX weeks because check had to be reissued and mailed to me and then i overnighted check and had to wait 2 more weeks for check to clear. 2nd complaint I was getting calls dunning me during my forbearance and after XXXX call I was advsd they see i am under forbearance but yet I get a another call from a female telling me she is the rep assigned to my account and that there is NO forbearance on my acct and that I must make payment immediately even stated that her supervisor told her to call me. I terminated call and later spoke with another rep who assured me I am showing until a forbearance, I requested for that rep never to call me again. 3rd Complaint I reached out to XXXX XXXX XXXXt as advised to see options for my loan before forbearance expires and was advised a packet would be XXXXd XXXX to my residence for me to review, sign, and send back. after 2 weeks no luck i called and was advised they will send another after 5 days no luck I called again only to be told that I was declined because my title was not clear. I asked for a supervisor was placed on a 48 minute hold then disconnected. I called local courthouse and was assured, my title is clear. I then called back and escalated to a supervisor to whom I asked what did the title say and she advised me that it shows that in XX/XX/XXXX I sold or transferred home to a XXXX XXXX. I immediately advised her that's NOT what that verbiage says and clearly someone does not know how to read Titles ..I am the purchaser and XXXX XXXX XXXXs the seller and advised her that my Title is clear. She then stated that she will reinstate me for loan modification and will XXXX XXXXx me a packet out that day. 4th Complaint I clld insurance dept to follow up on 3rd disbursement request because I have to be in house by XX/XX/XXXX and contractor needed more money plus I sent an additional check from my insurance company for contractor fees and wanted to make sure the inspector had been out and how much was being sent, She advised me that it was rated at 75 % complete, they had also received the additional check I sent and that if it was at least 95 % they would release all the money but they will release only a portion but cant release anything because my loan is being transferred on XX/XX/XXXX!! she gave me a number for Mr Cooper Mortgage in which as of today they still don't have loan, I have exhausted all insurance funds for somewhere to stay as of XX/XX/XXXX and my contractor can't do anymore work without money!!! why would they transfer my loan in the middle of repairs at 75 % completion, why would you deny me for loan modification before I even applied due to negligence on your part, why would LIE and tell me you were told to call and demand payment knowing I am under a covid forbearance, why would tell me to send a large insurance check to your office made out to another office that you claim is your sister company knowing not correct!
Company Response:
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My original loan amount taken out on XX/XX/XXXX was for {$670000.00}. The new loan amount is now {>= $1,000,000}. Because my loan was a Negative Amortization aka Neg-Am ARM Loan which was deemed illegal as per the XXXX Dodd-Frank Act because it contained both an Interest Only component and the Neg-Am component in which all lenders were required to modify ALL Neg-Am loans because of the Taxpayer Bailout banks and finance companies received during the XXXX Economic Collapse. It was determined that many banks and finance companies did not follow these required instructions and it appears my loan could be one of those loans because there is no way my loan balance would have almost doubled from XXXX to XXXX. I understand the bankruptcy would have increased my loan balance owed due to unpaid interest, late fees and unpaid Escrow Account to pay property taxes and homeowners insurance but there is no way it should have resulted in my new loan balance being {>= $1,000,000}. The only way this happens is because the loan still has/had an Interest Only and Neg-Am component along with unpaid interest, late fees and unpaid homeowner 's insurance and property taxes. My most recent Loan Modification was requested and denied on XX/XX/XXXX I believe it was based on my new loan balance of {>= $1,000,000} which makes it impossible for me to meet the DTI ratio requirement to qualify nor be able to make the new monthly payment. It is my understanding that you have the power to halt a foreclosure while its investigation is underway as well as force the lender to offer the Loan Modification relief that should have offered between XXXX XXXX which could include a very large principal reduction. Thank you
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i have a mortgage with mr cooper. i tried to sell my condo since XX/XX/21 at value price but was unsuccessful. the condo has been empty since XX/XX/21, as i relocated for work. the condo is under water and i applied for a shortsale in XX/XX/21, which first requires a loan modification. this application for loan modification and shortsale has dragged on since XX/XX/21 endlessly. mr cooper asks for a small new piece of financial information every one or two weeks, which i immediately provide, and this process has repeated itself over and over since XX/XX/21. i have continued to pay hoa fees since then and this is financially burdensome to me. my assigned representative is not always available and, when speaking to someone else, a different answer about what is needed or about the current status is provided. please help.
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan with XXXX was transferred to Mr. Cooper on XX/XX/XXXX. I had made a {$23000.00} payment on XX/XX/XXXX to bring my balance down to 78 % of the original loan value. I have been trying to get the PMI removed on my account. I have met all the criteria of the balance being under 80 % of the original loan value, all payments were made on time and payments were over the amounts that were due. I have asked Mr. Cooper to cancel the PMI but they said that I don't meet criteria and that my home has lost value so that I now need a new appraisal done in order to have this cancelled. I paid {$330000.00} in XX/XX/XXXX for a home with XXXX acres and they are saying that in this real estate market my home has lost value. I also get advertisements from them stating that I have {$170000.00} in equity in my home so now I should think about refinancing. I was told that the investors are the ones that are making this decision about the appraisal. I would like to know if this is something that they can do or if I fall under the Federal Homeowners Protection Act? Please let me know as soon as possible. Thank you, XXXX XXXX
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After closing on our first mortgage for a new home on XX/XX/XXXX, our mortgage was sold to another company without any of our input ( which I don't think is an acceptable practice ). It was sold to Mr. Cooper- previously Nationstar. This is NEVER the company I would have chosen for my mortgage, especially given the consumer protection atrocities documented after the housing crisis in XXXX. That being said I am already experiencing practices which I feel are meant to prey on consumers. The organization of this company means that you can not address account issues with any one person, you have to speak to a different person every time you call to discuss your account. These people are not knowledgeable or helpful and only regurgitate the information on statements or documents. You can not make any progress or address any problems. It's like beating your head against a brick wall. With particular details as to our experience- upon our mortgage being sold to them, they did not do any of their homework by reviewing our closing documents. On XX/XX/XXXX Mr. Cooper increased our escrow by {$140.00} per month. When we looked into the details, it was because of a disbursed insurance payment which had already been paid by the previous lender upon closing, disbursed taxes which had already been paid upon closing, and also an increase in 'cushion '. When we tried to speak to someone about this we went through the ringer. It took us two whole months of going in circles. Finally I had our previous lender contact them to sort it out. However we still owe a considerable amount due to this cushion - a total of {$720.00} for this year. I paid this difference in escrow in one lump sum on XX/XX/XXXX. The service lady told me that it would go back to their escrow review department and the new monthly payment would match our original monthly payment of {$3500.00}. Upon viewing the updated amount today, Mr. Cooper is STILL trying to charge us more money per month. Our updated payment amount is now {$3500.00}. That is {$280.00} a year difference. I will have to contact them again and I am sure experience the same incompetence from the service side. I believe this practice is happening so that they can take advantage of consumers and make money off of them. After reviewing complaints on the Better Business Bureau, it seems I am one of thousands of people who have this same complaint about escrow and tax/insurance disbursements. My description above does not even take into account a couple of other things that seem fishy to me about their customer service. This company should be investigated and consumers should have a say in who is able to buy their mortgage. I feel like I'm living in a giant scam of an economy right now and I have no power.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021 my escrow was re-analyzed by Mr. Cooper and my mortgage payment went down starting in XXXX. Because Mr. Cooper was late sending out this notice, my autopayment sent a mortgage for the old amount of {$1500.00} and not the new amount of {$1300.00}. I reached out and asked the extra to be applied to my principal. Immediately I started seeing unusual charges on my account like " Maintenance '' and " Lender Paid Expense ''. I started inquiring about these fees and was told they were related to " property registration that was filed in 2021 due to a delinquent account ''. I've never missed a payment so I started inquiring about why that happened and specifically who they paid the fee to. I tried via long phone calls and also via emails to XXXX, XXXX, XXXX and XXXX. I also spoke to the PA Dept of Revenue and the boro where the property is and nobody knows anything about delinquent accounts. Because the Mr. Cooper message portal marks every message as " resolved '' and disables replying, my only options are to sit on hold for hours to be connected with someone who says " they're looking into it '' or email people who then reply with paper mail saying " they're looking into it ''. I just received another statement with another " maintenance '' fee. I honestly think Mr. Cooper stole the money and is just avoiding me because they can't provide a receipt or recipient of where this money went or why. Any statements included show unexplained fees.
Company Response:
State: PA
Zip: 15205
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A