Date Received: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage service transferred on XX/XX/XXXX from XXXX XXXX XXXX XXXX XXXX # XXXX ) to Mr. Cooper Mortgage XXXX XXXX # XXXX ). Upon review of the transfer, I became aware that XXXX XXXXXXXX XXXX had placed lender based insurance on my property and charging my escrow account {$1900.00} I provided proof of insurance to both mortgage servicing companies on XX/XX/XXXX. On XX/XX/XXXX, I called XXXX XXXX XXXX and was told that Check # XXXX was written on XX/XX/XXXX and mailed on XX/XX/XXXX, and that I should see it deposited in my escrow within 30 days after approval. On XX/XX/XXXX, at the 30 day mark, the funds were not deposited. Having both companies on the phone simultaneously, I was told it should actually take 4-6 weeks after approval, and to check then. On XX/XX/XXXX, after the 6 week mark, the funds were not deposited. Having both companies on the phone again, I was told they will look into it and could take up to15 more days. They also stated that they would 'expedite ' the issue and should have results sooner. I have asked on XXXX, XX/XX/XXXX, and XX/XX/XXXX for a letter/email, but still have not received any documentation corroborating their statements. The mortgage transfer has now passed the 90 day window that companies are legally required to complete transfer and the escrow money is still missing. I have spent almost XXXX hours over the last 3 months dealing with this problem with no resolve.
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I HAVE A LOAN WITH NATIONSTAR/MR COOPER . AND I AM HAPPY THAT THIS BANK GEVE A LOAN. I AM VERY RESPONSIBLE PERSON AND I AM ALWAYS ON TIME WITH MY PAYMENTS. BUT UNFORTUNATELY XXXX OF XXXX MY ENTIRE FAMILY GOT XXXX. OUR FAMILY SITUATION WAS REALLY BAD, I WAS ACTUALLY XXXX, DOCTORS HAD NO CHOICE BUT XXXX XXXX XXXX XXXX, WHICH BASICALLY I WAS XXXX WITH THIS SAID I FELL BEHIND ON MY MORTGAGE PAYMENT FOR THE MONTH OF XX/XX/2020. I HAVE TRIED TO HAVE THIS LATE/NEGATIVE REPORTING REVERSED BUT THE BANK IS SAYING THEY CANT DO THAT. I AM SURPRISED AS TO WHY THEY CANT DO ONE TIME CUSTOMER SERVICE SPECIALLY WHEN I AM EXPLAINING TO THEM AS TO WHY THIS HAPPENED. I HAVE HAD THE LOAN FOR ALMOST XXXX YEARS AND NEVER HAD ONE LATE PAYMENT ONLY IN THE MONTH OF XXXX OF XXXX HOW COULD I HAVE MADE A PAYMENT WHEN BASICALLY ON A XXXX XXXX WHICH LUCKLY WAS OVER TURED AND I HAVE RECOVERED EVER SINCE.
Company Response:
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requesting assistance in recouping {$4100.00} that was erroneously withdrawn ( stolen ) via our escrow account on XX/XX/2022. We have exhausted every personal effort to resolve this matter beginning XX/XX/XXXX to current with Mr. Cooper ( mortgage company, but are not getting anywhere. My wife and I are both military service members, and we were fortunate to purchase a new home last XXXX from XXXX Homes using her VA Loan. At closing we opted to impound a little over $ XXXX into our escrow account that was serviced initially through XXXX Mortgage ( See attached Escrow Closing Doc ). 30 days following closing our account was sold from XXXX Mortgage to a mortgage company that goes by the name of Mr. Cooper. On XX/XX/2022 they removed {$4100.00} from our escrow without authorization and/or notification. They have been unable to provide cause for removal or tracking regarding where the funds were placed.
Company Response:
State: CA
Zip: 91915
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Nationstar / Mr Cooper reported two missed payments ( 30 days ) on my mortgage which were due to errors within their own system ( auto draft ) as well as their inability to appropriately communicate these errors to the consumer by email, mail, or phone. This was disputed with Nationstar as well as XXXX. The dispute changed nothing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issue has been ongoing and still no resolution. Mr. Cooper continues to show an amount as pre-petition arrearage when it was dismissed and filed by the courts. I have provided documentation of the court ruling and still no resolution.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan servicing transferred to a company called Mr. Cooper. The autopay did not get re-established correctly, even though I thought I had done everything I needed to do online. I received no phone calls, no texts, no mail, and no email to alert me about the failure to re-establish my autopay, even though they had been supplied with my cellphone number and had been authorized to call it. When I complained, they reversed the late fees. Nonetheless, they still made a derogatory credit disclosure which has significantly reduced my credit score.
Company Response:
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, the mortgage company disbursed {$8700.00} in property taxes from escrow erroneously ( they paid the taxes that were due, then later paid nearly $ 9k for no reason ). I contacted the mortgagor in XXXX to alert them to the issue and have called three more times since then. Even after four contacts, the issue is not resolved but I continue to be reassured that they are working on it. They claim to be waiting for the payment in error to be refunded by the tax authority before my escrow account is adjusted. The mortgagor conducted an escrow analysis in XX/XX/2022 and claims that I have a shortage of {$8900.00}, which is mostly due to the property taxes paid in error. They now want to increase my payment as of XX/XX/2022 to cover this " shortage. '' At this point I have no confidence they will resolve this by my XXXX payment date, and whether or not they get money back from the taxing authority isn't my problem because the " shortage '' is due to their mismanagement. I feel like an inquiry from the CFPB is the only way this will get resolved.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband who is a 100 % combat related XXXX veteran died on XX/XX/XXXX. Our home mortgage is in his name. I as the surviving spouse reported his death to Mr. Cooper mortgage company. With Covid effecting so many people I was offered forbearance for a year. I graciously took this. At the end of the year, I was told that I had forbearance till the end of XXXX, XXXX. I would be given the opportunity to renegotiate the mortgage terms as of XXXX, XXXX. I have contacted Mr. Cooper on numerous occasions to get this process accomplished. Every time I am told that I did not send them complete information. For example, Mr. Cooper wanted verification of XXXX Retirement. They said they would accept either a letter from XXXX or 2 months of bank statements with the XXXX Retirement credited to my account. I gave them 2 months of bank statements. And I highlighted the deposits on each month to make it easy to identify. Six weeks after I submit these statements, I get a call from Mr. Cooper stating that they will NOT accept those bank statements and that they want the XXXX letter for the years of XXXX, XXXX, XXXX and XXXX. I immediately requested this information from XXXX but will have to wait for my request to be processed and sent to me via postal mail, before scanning and submitting to Mr. Cooper. XXXX has yet to supply me with the letters of monies sent as of XX/XX/XXXX. Today, XX/XX/XXXX, Mr. Cooper called and stated that they wont accept the bank statements that I sent in from the XXXX XXXX website because it did not have my deceased husbands name on it. I told them that I notified the XXXX XXXX immediately upon his death and that the account was put into my name solely. I went directly to the XXXX XXXX to ask them to print out the statements with the XXXX logo and my name and account number on it. It is now the end of XX/XX/XXXX. I am constantly getting more and more requests for Mr. Cooper and each time it is delaying the restructuring of this mortgage. I wanted to get this done in XXXX, XXXX before the interest rate rose so that I could get a lower mortgage payment. I feel that this mortgage company is deliberately stalling the restructuring of this mortgage so that the interest rate will be higher and my payments would be increased. This is no way to treat the widow of a career XXXX veteran that became XXXX due to his time in service. I would like the loan modification to be done at the interest rates as of early XXXX, XXXX with a reduced loan payments.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having trouble with continuing conflicting information coming from XXXX XXXX XXXX, my loan servicing company. I think they are purposefully withholding information, lying, and trying to get me to miss payments so they can foreclose on my property. This isn't the first time either. Recently XXXX XXXX XXXX processed my loan modification after refusing to do so before CFPB became involved. Then, they sent me a letter in the mail on XX/XX/XXXX saying they would not be accepting payments as of XX/XX/2022 because they sold my mortgage to another company. I tried to call XXXX XXXX XXXX to verify this information but the phone system forwards my call to a company called Mr. Cooper. The written letter I received from XXXX states a company named Nationstar Mortage LLC d/b/a RightPath Servicing will start accepting payments on XX/XX/2022. So I followed the instructions and went to the website listed on the written letter. I entered my loan number and a welcome message appeared stating account access will be available on XXXX. There is no way to make a payment on this page or anywhere on their site. The site does state that late fees will be waived but I do not desire to make a late payment. It is also worth noting that the first thing that comes up when searching for Nationstar or Mr. Cooper is an order where they were required to pay approximately {$73.00} XXXX dollars in redress to over XXXX people they harmed in a seemingly similar way. I looked further into the questions and answers on the Nationstar page. At the bottom of the page it says that payments made to the previous loan servicer will be forwarded to Nationstar. So I logged back into the XXXX XXXX XXXX web page and processed a payment there which goes against the instructions I received from XXXX but I do not desire to make a late payment at all.
Company Response:
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I began financial hardship and contacted my mortgage Co. For help about XX/XX/2020. They directed me toward loss Mitigation division. They required XXXX documents, pay stubs, bank statements, tax info, etc. I would mail off the documents, wait a while and call to confirm they received them. They would then tell me to call back in 2 weeks. Then they would tell me they needed more check stubs or bank statements for specific dates or time spans. Then tell me to call back in 2 weeks. This went on for a year and a half during COVID-19. Even after I informed them my hardship had ended. Then they put me up for sheriff sale and sold the mortgage to another company. This new company has been difficult to communicate with. I feel the first company caused the problem with their COVID-19 policies then just passed me off to someone else.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A