Date Received: 2022-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr.Cooper ( Nationstar ) is a mortgage company that services my mortgage. There was an NSF fee charged on my account which is more than the scheduled of charges listed on their website. https : //www.mrcooper.com/XXXX They are charging an NSF fee ( {$50.00} ) that is more than the legal amount allowed by the state I reside in ( Ohio ) . I reached out to the company to get a refund Via a chat contact on XX/XX/2022. The company representative was unwilling to discuss or refund the excess fee charged.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, so starting on XXXX XXXX my mortgage payments started to not get applied to the regular payments. I reached out to Mr. Cooper and I was told that I had hazard insurance force placed on my account which was odd because I already have active insurance with XXXX XXXX XXXX. I also reached out to my insurance company and they didn't understand why either, so I called Mr. Coopers insurance company and they said it was updating in the system and told me to upload the insurance into their website which I then did. I was told everything will be takin care of. So come XXXX when I am at the end of my refinancing process when I receive the Payoff its stating I owe 2 months worth of interest payments and fees billed totaling around XXXX. I new this was not right so I went back to contacting Mr. Cooper and the insurance for Mr. Cooper and they both gave me the run around. The force placed insurance caused me to have to extend my refinance into the end of XXXX, I was unable to pay the regular mortgage payments on time because they were not getting applied correctly which caused more and more fees. I've had this loan for 2 yrs and never missed a payment until the hazard insurance was force placed. Please check out this issue as soon as possible. Thanks!
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX service my loan when I purchase my home end of XX/XX/XXXX2021. My homeowners insurance policy XXXX was furnished by XXXX XXXX at that time. Shortly after I purchase my home, an institution name Mr. Cooper purchased my loan from XXXX XXXX XXXX. In XX/XX/XXXX 2022, Mr. Cooper ( Nationstar ) sent me a notice letter stating my homeowners insurance lapse and requested proof of insurance. I immediately contacted XXXX XXXX for more information. XXXX confirmed the homeowners insurance was cancelled XX/XX/XXXX 2021 and a cancellation letter notice mailed to XXXX XXXX XXXX. I immediately secure a new homeowners insurance policy XXXX with XXXX and update Mr. Cooper with a copy. However, Mr. Cooper decided to force-placed an insurance on my property for over {$16000.00} back dated to XXXX 2021 despite admitting of being notified and failed to notify me and waited almost a year to do so. I honestly believe this is a common practice of this institution and will consult an attorney to explore my options. As I am writing this complaint, XXXX insurance still owe me the money paid up front for the homeowners insurance policy that was cancelled in XX/XX/XXXX2021. I am awaiting to hear from Mr. Cooper because this is outrageous and spiteful.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2022-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper took over my mortgage in XX/XX/XXXX and for several months, was adhering to our loan agreement by granting me the ability to make penalty-free early principal payments. In XX/XX/XXXX I removed the escrow from my loan. My monthly payments decreased. Then in XX/XX/XXXX, Mr. Cooper terminated my ability to make penalty-free additional principal payments. The penalty that Mr. Cooper has been charging me since XX/XX/XXXX is disguised ; it is not labeled as a penalty fee. Mr. Cooper is instead penalizing me by misapplying my additional PRINCIPAL payments as extra monthly payments. Therefore, I do not get credit for principal paydown. Each principal payment is misapplied as extra monthly or triggers reversals of my monthly payment which is then re-reversed and re-applied over subsequent days or weeks. With the tactic of misapplication, reversal and re-reversal, Mr. Cooper delays, by days or weeks, applying additional principal payments to principal. It is sometimes even worse. In XX/XX/XXXX, Mr. Cooper completely neglected and refused to apply my additional principal payment to principal. This happened again in XX/XX/XXXX. In a phone call on XX/XX/XXXX, XXXX XXXX XXXX made the correction by applying my XX/XX/XXXX additional principal payment to principal ( 19 days late ), but she did not modify the date to accurately represent this XXXX delay. Mr. Cooper 's data from their website does not show the number of days of delay, because when Mr. Cooper applies my principal payments, after taking advantage of the misapplication-reversal-re-reversal delay tactic, Mr. Cooper does not modify the payment date accordingly. In each phone call, I say multiple times that I want these payments to go to principal, but they do not. One customer service representative explained that when Mr. Cooper customers mail their additional principal checks to Mr. Cooper, no matter how large the words additional principal appear on the check or stub, the amount will nonetheless be applied as an extra monthly payment. When I learned that, I stopped mailing checks and have since only made payments by phone. Summary XX/XX/XXXX Mr. Cooper bought my loan XX/XX/XXXX I took escrow off my loan XX/XX/XXXX My monthly payment decreased from {$1700.00} to {$1200.00}. XX/XX/XXXX Mr. Cooper began charging me a hidden penalty by delaying or refusing to apply my payments to principal
Company Response:
State: CA
Zip: 94703
Submitted Via: Web
Date Sent: 2022-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I bought home in XXXX, Georgia using the VA loan for {$340000.00}, meaning my VA entitlement used was {$87000.00}. I foreclosed on the home in XX/XX/XXXX. I did not receive a notice of foreclosure or they did not contact me at about when the home is going into foreclosure. After foreclosure, my existing balance was {$340000.00} and the home was sold at auction for {$290000.00}. The outstanding balance was {$51000.00}. Mr. Cooper keep all of the {$87000.00} of my VA entitlement instead of just subtracting what they were owed. I asked Mr. Cooper to give me detailed report of all charges that were made but they gave documents that are not detailed at all. I have tried to contact Mr. Cooper on several occasions about this issue but there has been no resolution. This has caused tremendous stress and pain me and my family. I have fought for this country for this benefit and this lender can just take it away. That is unacceptable and flat out wrong.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2022-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX2022 I received my property tax bill in the amount of XXXX which I forwarded to my mortgage company Mr. Cooper screen shot attached. On XX/XX/XXXX2022 my mortgage servicer stated they were still looking into my issue. Then on XX/XX/XXXX2022 I was sent a disbursement check in the amount of XXXX which I used to pay my property tax bill since there were no longer enough funds in my escrow account to cover my property taxes of XXXX and I did not want to become delinquent. Then on XX/XX/XXXX22 Mr Cooper paid my property taxes in the amount of XXXX which is incorrect and I want XXXX refunded to my escrow account and requested this back on XXXX XXXX, 2022. My query is still unanswered.
Company Response:
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2022-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Originally the issue started with XXXX XXXX after the XXXX forbearance, XX/XX/XXXX. I was expecting to receive a loan modification after sending in the required paperwork to start the payments. I received paperwork from XXXX with a return XXXX envelope to send back. I took these papers to my local insurance agent to get them notarized. After receiving no response, I called and they stated that the paperwork was not as it had gotten wet upon delivery. The loan mod was sent out again, and again I filed it out with banking info, and got them notarized again ( not understanding why XXXX did not send a notary to my home as this would have never been an issue ) thinking payments would start. Once they did not, I called XXXX and was told the Loan mod would be restarted based on the confusion with the first paperwork and that would have been XXXX. Well I then received a statement advising my loan would be transferred to Mr. Cooper, XXXX. Once received I gave them calls about the loan mod and was even given a dedicated specialist, XXXX XXXX, who never returns calls. Repeatedly I was told that they were waiting on XXXX XXXX to submit their original loan modification but it was never transferred with my mortgage. Call, after, call, From XXXX until XXXX, from XXXX or XXXX, to XXXX XXXX ( whom even stated that she called XXXX and seen that they mod should have been completed in XX/XX/XXXX ). Final straw, XXXX was my last POC with Mr. Cooper. I called XXXX and was told that apparently since I failed the first payment, they automatically denied the modification and then the loan was transferred. This rep at XXXX even stated that all notices that the mod was not approved would have been included in my file but according to everyone at Mr. Cooper ( XXXX ), they were waiting on paperwork from XXXX and stated that XXXX had 90 days to complete things on their side. So I have consistently been asking about the payments, told not to pay until this is complete and now they are stating that since it has been so long ( WOW ) that Mr. Cooper possibly would not be able to honor the original mod terms and would have to create new mod with a JR LIEN and now I am confused and have no idea where to go. XXXX at Mr. Cooper gave me her direct contact as she stated she would have to go ahead and start a new mod. This was as of XX/XX/XXXX. Please help. I need to start making payments but no longer trust who I am paying and am now facing issues of speaking to rep after rep that has no idea and the train keeps de-railing. Please help me so I can get on track!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 37086
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband XXXX XXXX was defrauded by XXXX XXXX XXXX back in XXXX when they push a reverse mortgage without his knowledge. WE have been having many pr8blem especially now with XXXX XXXX XXXXwho are refusing to answer our certified return receive letter or answer our phone calls. In the letters I ( XXXX XXXX, wife and POA ) have been asking XXXX, to give us a stamens of how they spend the XXXX XXXX dollars ( {$50000.00} ) my husband received from XXXX XXXX back in XX/XX/XXXX. Out of that amount we paid Champion Mortgage ( XXXX XXXX XXXX XXXX, TX XXXX ) the total amout due ( {$23000.00} ) XXXX XXXX XXXX, for TAXES AND INSURANCE. After that amount was paid Champion Mortgage transfer the Service of the loan to XXXX. We have been asking XXXX to give us a brake down on how they spend te reminder of the money from XXXX to XXXX. XXXX was supposed to paid our taxes and insurance until the money run out. They claim there is no money left, and harras us to paid the taxes for XXXX and right now we don't even have homeowners insurance in the property, and they are refusing to let us know where the reminding of XXXX XXXX was spend on only XXXX ( XXXX ) years.
Company Response:
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am personal representative of dads estate apparently a claim was filed against this Nationstar d/b/a Mr Cooper with my Dad in Michigan circuit court XXXX XXXX XXXX XXXX XX/XX/XXXX. The {$47000.00} mortgage taken out in XXXX XXXX was deemed ab initio property was given back to my dad. But this company has continued to collect mortgage payments to date. I am confused the pay off amount {$47000.00} if paid off by XX/XX/XXXX. It appears this company has continued to defraud my dad and his estate to date. I have asked for itemized statement for all payments made from the beginning of this loan only given information for payments made from XXXX to date.
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having a very difficult time with Mr Cooper. I have tried to get a loan modification approved a couple of times and have been denied. I have never been approved for a loan modification in the past. I was default before COVID hit and was trying to get approved. Mr Cooper denied. Then when COVID hit California I lost my income. Mr Cooper placed me on a forbearance for 18 months. On XX/XX/22 I was declined again for a loan modification. Mr Cooper is stating because they can not lower the payment. Of course you can not lower the payment after an additional 18 months of COVID default. Modification does not mean lower the payment. It is a restructuring of debt to avoid a foreclosure. I am asking for a loan modification to save my home, and can afford a higher payment. I am back to work full time.
Company Response:
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A