Date Received: 2022-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Currently, Mr. Cooper has our home up for sale on XX/XX/2022, even after we sent them a complete/full modification package. They did not send me any proposal mortgage modification packages.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have the initial problem with XXXX XXXX XXXX, They agreed, admitted that they made several errors, in taking large amounts of money from our escrow account, that we did NOT Owe, and committed in writing to XXXX and to me, that they were required to return, and will Refund All Monies that were taken In Error, and return them back to us by a specific date, being XX/XX/2022, We are in XXXX now, and we have NEVER received our money back. To compound the issue, on XX/XX/2022, they sold our loan to another company, and provided false and incorrect information and instructions on how to handle the loan. In speaking with our attorney, we were informed that by the law and statutes, they can not transfer a loan, while there are legal issues outstanding. We are now facing worse issues, and are now forced to file a complaint against the company that they have sold the loan to, because they are now acting on the negative and incorrect / false information provided by the original mortgage company. This complaint is Against Both Companies, and now Primarily against the New Mortgage company, as we have tried to work with them to get our money back, and correct the errors, and they are now claiming Forclosure if we don't pay what they have ordered, which is Much Worse, and Much MORE Wrong than was prior. This problem is getting worse, and looks like we will need to begin a lawsuit. I do not believe CPFB will do anything, or be able to do anything, however, we want the complaint on record. The complaint at this time consists of the errors and actions from the New Mortgage Company, Named MrCooper, for actions of collection when we have never received our money back. I called XXXX / XXXX - XXXX XXXX from the Executive Resolutions Department, who has been handling and responded to the CPFB stating the admission of the errors in taking money that was not owed, and putting us in this issue, and XXXX XXXX re-reviewed and stated that HE provided instructions to MrCooper that the funds in the amount of {$5300.00}, which was the remaining balance owed for funds taken in error, and was to be refunded Before the transfer of the loan from Cenlar to MrCooper, since the refund did not get processed prior to the loan transfer, in accordance with the law, and the commitment to the CPFB, that these funds would be transferred to MrCooper as an Adj-Forbearance that was directeded to be refunded to me immediately, again, due to the errors that were caused by XXXX/ XXXX for taking money that was taken in error. XXXX, has provided no online access to any information on this loan. When attempting to log in, create an account, or look up the loan information, the web site states that the loan could not be located. I called in to speak with someone in the XXXX Resolutions Dept at XXXX, who asked that I send everything that I have ( which they should already have ), but asked that I send to her directly, and she will take it to the correct people in escalations, to work on correcting the errors, and getting my refund sent to me. She stated she would get back to me with information- which I have not received any status as of yet ( at this moment ), and while we are receiving collection and foreclosure threat phone calls from MrCooper company. We are being threatened with Foreclosure, for not making payments - 1 month ( month of XXXX ), where we have NO Information on this loan, other than a statement from MrCooper Containing Many Larger Errors. The statement from MrCooper, states that our monthly payment, which is supposed to be {$1400.00}, and XXXX for {$240.00}, for a total payment in the amount of {$1600.00}, is {$3100.00} per month. This is IMPOSSIBLE, They OWE US OUR MONEY. We have a Fixed amount, as it has always been, and I don't know where the heck they are getting, got, or calculated these amounts. They stated that we are short {$7300.00} on our loan, and that we have a Negative Escrow of {$2700.00}. This is Impossible. XXXX had our mortgage, we were NOT behind at all They Transferred {$5300.00} that was money they OWE US, and in the first month of MrCooper having this loan ( which we did not agree to, and should never have been tranferred while we have financial and legal issues filed against XXXX XXXX XXXX ), and MrCooper, XXXX 'd out our {$5300.00} with No information, not on the XXXX statement we received ( while still in transfer ), and No One on the phone at MrCooper understood anything as to how it was computed. We have tax exemptions provided by the state/county, and they have not complied with the tax exemption, they have kept our money, have not provided any credit to my account for refund, and have not refunded my money, and have more than doubled my payment, for which we don't even owe. I am filing the complaint with the Texas Savings and Mortgage Lending, as well as sending everything over for our attorney to review. We need some resolution to this, and we Will Not Be Forced Out of Our Home, due to the errors of these companies.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a property tax assessment appeal with XXXX XXXX XXXX XXXX for my property located in XXXX, Ga on XX/XX/XXXX. I received a letter of acknowledgement of the appeal from the XXXX XXXX Board of Assessors dated XX/XX/XXXX. I received a temporary tax bill from XXXX XXXX Tax Commissioner in XX/XX/XXXX for 2 separate amounts. I paid one on XX/XX/XXXX in the amount of {$2700.00} and paid the other on XX/XX/XXXX in the amount of {$850.00}. There was a small amount left over that I was not aware of in the amount of {$23.00} and XXXX XXXX Tax Commissioner sent me a notice of Intent to Issue FIFA. My mortgage company Nationstar Mortgage, aka Mr. Cooper also sent me a notice dated XX/XX/XXXX of the delinquent amount of {$22.00}. I paid XXXX XXXX Tax Commissioner {$23.00} on XX/XX/XXXX. When the appeal process was complete, XXXX XXXX Tax Commissioner sent me the final tax bill in the total amount of {$2800.00} that was due on XX/XX/XXXX. Mr. Cooper sent me a letter dated XX/XX/XXXX stating that they had received notification from my taxing authority regarding unpaid taxes on the property. The letter went on to say " If you paid your taxes prior to the due date and believe this notice to be in error, please send proof of payment to Mr. Cooper, ATTN : Tax Department ''. I made several phone calls to Mr. Cooper in an attempt to get clarification of the situation as they viewed it because the bill I received from XXXX XXXX Tax Commissioner had a due date of XX/XX/XXXX. I also spoke to several representatives at Mr. Cooper. On XX/XX/XXXX, I was told by one Mr. Cooper representative the my account was not currently escrowed, I spoke to a different Mr. Cooper representative on XX/XX/XXXX who told me that my taxes were delinquent in the amount of {$2800.00} and had been due on XX/XX/XXXX. I was told to send in proof of paid taxes to the tax department, which I did on XXXXWhen I spoke to another representative on XX/XX/XXXX, he told me that nothing had been posted yet but Mr. Cooper had paid the {$2800.00} on XX/XX/XXXX. He also told me to send that amount to Mr. Cooper with a letter stating that it was for reimbursement for the taxes paid on my behalf. Mr. Cooper did not apply the amount as reimbursement. An escrow account was established and I'm not sure where they applied that money. I paid my normal mortgage payment amount on XX/XX/XXXX of {$1000.00} plus a {$19.00} processing fee because there was no way for me to pay it online due to the increased payment amount of the escrow account. I don't think my May payment was applied as P & I because I have gotten different answers from different representatives. Since then I have been calling Mr. Cooper and speaking to different representatives in an attempt to get this issue resolved. The last representative I spoke to on XX/XX/XXXX INSISTED that there was no error and my taxes WERE delinquent and as per their contract they have the right to set up an escrow account in order to protect their interest in spite of the supporting documentation that I sent TWICE! Once to Mr. Cooper 's tax department and then to Mr. Cooper 's research department. This morning I spoke to a XXXX XXXX Tax Commissioner representative who told me that they don't contact ANY mortgage company, they don't know who my mortgage company is and my taxes were not delinquent, however, there was a balance due in the amount of {$2800.00} due to the assessment and it was paid on XXXX asked the representative to provide that information to me in writing, but she told me that they don't do that.
Company Response:
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a forbearance due to COVID-19. I was approved, and my forbearance ended on XX/XX/XXXX. However, Mr Cooper ( the mortgage company ) called me at the beginning of XX/XX/XXXX, to ask if I was still having problems with resuming payments ( I stated yes ) and they said they would give me a few options to assist for XX/XX/XXXX. I explained to the lady that I was driving and could not write down the various options she offered. So, she said she would mail the papers to me ( and that I would not need to provide any additional documentation ). About 2 weeks later, I received a phone call from Mr Cooper asking if I received the paperwork, and also said I needed to make an appointment for a notary to come to my home to have me sign the papers and return them. I told they lady at that time, I had not received any papers. She said they were coming from XXXX or XXXX ( with a tracking number ) and I should receive them in the next few days. On XX/XX/XXXX, I received the papers. After reviewing them, I was very upset!!! Mr Cooper is NOT offering a variety of assistance! They only sent modification papers which are making me START over with a 30-year loan, with a HIGHER interest rate, HIGHER monthly payment, and the total sale price is MUCH HIGHER than my original closing amount in XX/XX/XXXX!!! I will NOT be taken advantage of! If I couldn't pay $ XXXX per month ... how do they expect me to pay over {$1600.00} per month and my household 's finances and/or situations have not improved SINCE COVID??? I also, explained that my dad ( who was a Veteran ) died of XXXX and I have the death certificate as verification!! I have verification my husband and & I were terminated from our jobs and we both were denied Unemployment. They REFUSED to give me any other option, and although I told them the lady initially called me stating I had more than one option, they keep saying I do not! That this is HIGHER modification is my ONLY option!!
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, XXXX XXXXXXXX XXXX and I were in contact with Mr Cooper, the resource assigned to work on my issues was XXXX XXXX. after multiple issues with the servicer refusing too allow me to pay down balance, they finally agreed. on XXXX the XXXX, my balance showed $ XXXX, XXXX XXXX sent me and the, mayor of corona staff an email stating that all payments that were reversed by MR COOPER would be added back to my account. she honored her word and the payments were reposted, she said she would call the California mortgage grant program and advised them I now qualify for the grant and would communicate my balance which showed $ XXXX in the servicers portal. on XX/XX/XXXX, I emailed XXXX and asked if she sent the grant people an update, she said yes 2 updates with my balance, I checked servicer portal again it said XXXX, on XX/XX/XXXX i received a decline notice from the grant program citing the servicer told them my balance was {$82000.00}, and that my home at timer of purchase was upside down, implying my home was not worth what I paid and the amount MR COOPER communicated was {$530000.00}. this is not correct at all. now I have been denied help to save my home due to the negligence of this servicer. if I owe XXXX, why doesn't that information show up in the servicer 's portal, I dont see anything that says XXXX it says XXXX as of XX/XX/XXXX. this servicer is deliberately trying to cause my home to go into a foreclosure by communicating incorrect detail to the state
Company Response:
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have contacted company directly to try resolve matter and their attorneys. I offered to pay an agreement or pay what the property is worth after they do an interior appraisal. I can get financing from other sources. I have family members willing to assist me. Although the bank knew and knows that I am the deed holder. They have not afforded me a post Covid conference, amended me to foreclosure or any other required provisions in banking law for foreclosures. I am not sure if this loan is a FHA Loan. I Have not been able to ascertain any proof of debt from lender or their attorneys.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: To whom it may be a concern : I had a loan with Homepoint for around 1 year on address XXXX XXXX XXXX, XXXX CA XXXX. I have setup Autopay from my Saving Account and I have been paying my loan via autopay with no issue. Refer to my document attached for # XXXX My XXXX score has been over 780 for many years until my loan was sold to XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX. I have received letters that XXXX has bought out my loan. Refer to my document attached for # XXXX, # XXXX, # XXXX. The letter clearly say the notice requires no action on my part, assuming the autopay will continue. Until I found out my XXXX score dropped in XX/XX/XXXX from my XXXX XXXX XXXX report and found it the autopay was not working. I have immediately pay off all my outstanding payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I found XXXX XXXX XXXX has not reached out to me for this issue and resolve. I filed a credit review to XXXX and not able to resolve this. Please refer XXXX 's response on # XXXX, # XXXX and # XXXX for your reference.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: To whom it may be a concern : I had a loan with XXXX for around 1 year on address XXXX XXXX XXXX, XXXX CA XXXX. I have setup Autopay from my Saving Account and I have been paying my loan via autopay with no issue. Refer to my document attached for # 1. My XXXX score has been over XXXX for many years until my loan was sold to XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX. I have received letters that XXXX has bought out my loan. Refer to my document attached for # 2.1, # 2.2, # 2.3. The letter clearly say the notice requires no action on my part, assuming the autopay will continue. Until I found out my XXXX score dropped in XX/XX/XXXX from my XXXX XXXX XXXX report and found it the autopay was not working. I have immediately pay off all my outstanding payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I found XXXX XXXX XXXX has not reached out to me for this issue and resolve. I filed a credit review to XXXX and not able to resolve this. Please refer XXXX 's response on # 3.1, # 3.2. and # 3.3 for your reference.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I need help in Dealing with Mr. Cooper Home Loan collections. In XXXX of XXXX, my home mortgage was transferred from XXXXXXXX XXXX loan number : XXXX, to Mr. Cooper, Loan number : XXXX. I did not receive notification from XXXX XXXX until XX/XX/XXXX, even though the letter XXXX XXXX sent me is dated XX/XX/XXXX. I pay my home mortgage via my XXXX XXXX online bill pay system. I have never missed or been late with any home mortgage payments to XXXX XXXX. I contacted Mr. Cooper via their customer serviceon or about XX/XX/XXXX, to set up my online home mortgage payments. I reached a XXXX who is with customer service and represented Mr. Cooper. I told her that I was not able to log on or create a log in at the Mr. Coopers web site. She told me that the letter that had been sent out notifying me of Mr. Cooper assuming my home mortgage had listed an incorrect home loan account number. My correct Mr. Cooper home loan mortgage number is : XXXX. She also informed me that Mr. Cooper was in the process of changing over the new home loans they had assumed and that I would not be able to log in or create an account for another two weeks and that should call back then. On XX/XX/XXXX, I contacted Mr. Cooper via their customer serviceand eventually was transferred to XXXX, she provided an identification number of # XXXX, she helped me set up my XXXX XXXX on line bill payment. She provided the following information necessary to make on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX. ( XXXX ) XXXX. She also said that if I wanted to just make a home loan payment by check I could send it to : Mr. Cooper XXXX XXXX XXXX XXXX, TX XXXX. I sent my XXXX online home mortgage Payment number # XXXX, to XXXX XXXX, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. The letter XXXX XXXX sent me states that they were accepting mortgage payments until XX/XX/XXXX, and that Mr. Cooper would be accepting mortgage payments on XX/XX/XXXX. I sent my next three ( 3 ) home mortgage payments to Mr. Cooper at this address as directed by their customerservice representative : Mr. Cooper, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX, Account number # XXXX, Router number # XXXX. XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX. Date online payment posted XX/XX/XXXX. On XX/XX/XXXX, I again contacted Mr. Cooper via customer service and spoke with XXXX. She said that she did not have an identification number. I told her that I had received my XX/XX/XXXX, home mortgage statement from Mr. Cooper and asked why it showed that I now owed a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, {$2200.00}. She said that Mr. Cooper had not been receiving my home mortgage payments. I told her I paid my home mortgage through my XXXX XXXX on line payment system. she asked me where I was sending the payment. I gave her the above payment information that I had earlier received from Mr. Cooper customer service. She then told me that I had been sending my home mortgage payments to the wrong address, and told me this is the correct address where I need to send my on line home mortgage payments : Mr. Cooper, XXXX XXXX XXXX, XXXX, TX XXXX, Account number # XXXX, Router number # XXXX. I have sent my last two ( 2 ) home mortgage payments to the above address : XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXXXXXX XXXX Date online payment posted XX/XX/XXXX. XX/XX/XXXX, online home mortgage Payment number # XXXX, to Mr. Cooper, Transaction number # XXXX, Reference number # XXXX, Transaction Date and Time : XX/XX/XXXX, XXXX XXXX Date online payment posted XX/XX/XXXX. On XX/XX/XXXX, I was contacted by Mr. Cooper customer service ; they wanted to verify that I had made my home mortgage payment for XX/XX/XXXX. I told them I had made an on line payment via XXXXXXXX XXXX on line bill pay system to Mr. Cooper. The customer service person told me to send them a copy of my payment. They gave their web address which is as follows : XXXX. On XX/XX/XXXX, I scanned and e-mailed Mr. Cooper a copy of my XXXX bank statement showing that I made my home mortgage payment on time to Mr. Cooper and that it had posted to my XXXX XXXX account as I show above. On XX/XX/XXXX, Mr. Cooper sent me a letter, The subject : Research reference number # XXXX, stating that they had received my XXXX mortgage payment and applied it to my mortgage but had not received my XXXX mortgage payment. Mr. Cooper did not provide me with any information as to if I was paying my home loan to the correct address or account number, just that they had received my payment. Mr. Cooper has failed all my requests in writing to provide me with the correct information to pay my home mortgage. On XX/XX/XXXX, I e-mailed Mr. Cooper my XXXX XXXX transaction history showing all my payments to Mr. Cooper via XXXX on line bill pay system as stated above, and told them that I would like to know the following : The Correct mailing address for Mr. Cooper 's online bank payments, The correct Account number, and Routing number if the above information that Mr. Cooper has provided to me is not correct. On XX/XX/XXXX, I sent Mr. Cooper a detailed e-mail listing all my contacts with Mr. Cooper customer service and a history of all my payments sighting the five attachments of my XXXX XXXX payment histories to Mr. Cooper. Mr. Cooper replied to my e-mail by referring me to their customer service people who I have been contacting all along ; customer service are the ones who referred me to their research people and provided me with their e-mail address XXXX. I contact customer service they give me the wrong information, then they refer me to their research department who then refers me back to customer service. Mr. Cooper is however charging me interest payments and I fear may be listing me as a failure to pay case to affect my credit history. They are stating that I owe them a payment of XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX {$2200.00}, but they have yet to explain how I owe this much money when I have made every payment that was due. I need help with Mr. Cooper. I have been contacting them since they assumed my home mortgage and they have consistently given me bad information as to where I make my home loan payments. I simply want to make timely payments and I have been. Mr. Cooper says I have not been making my home mortgage payments, they call me all the time and harass me telling me that I have to make a payment. I have sent them proof of my payments but they say they can't find where I have made these payments even though I have sent the payments to the different addresses that the Mr. Cooper customer service people have provided. I am afraid because Mr. Cooper is a collection agency. I feel they might be trying to seize or foreclose on my home due to failure to make payments. They have claimed from the start that I have not been making my house payments when I have been. I have the electronic XXXX XXXX payments that show I have been making payments to Mr. Cooper at the address their costumer service people have given me each time I spoken with them Please help me with this matter. Thank you, XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During covid 19 I had some difficulties making payment because my wife lost her job so MR Cooper which is my mortgage company offered me a forbearance program which I was informed my payment will be modified after the period. So I was given a trail modification payment from XX/XX/XXXX - XX/XX/XXXX which I met those requirement for my mortgage payment to get lowered so as I can make the payments I missed during the forebearance program. So after XXXX I was waiting for when my new payment was going to start because I had to come to XXXX on rotation as an XXXX XXXX XXXX so my US number was working here to I informed XXXX XXXX who was the agent working on my Loan modification they wouldnt be able to reach me on my US number but they send me any information through my email so as to know when to start making payment. I didnt receive any email of when to start making payment so I reach out to MR Cooper to find out about this and I was told I was supposed to start making payments toward another modification trial to get my modification initiated but I missed those payments from XX/XX/XXXX so if can make 4 payments they will send it up to their manager to see if they can initiate it again. So I told them I wouldnt be able to make 4 payments but I can pay 3 so I was told they cant help me with that unless I make 4 payments. I still went ahead and made that payment but they still didnt help me out but want me to payment {$16000.00} that is dues on XX/XX/XXXX and now they have reported me to the credit bureau as Derogatory trade and that has dropped my credit drastically. I really need your help.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A