Date Received: 2022-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to Mr. Cooper ( through XXXX ) in XX/XX/2022. We made our payments ( {$1200.00} ) to our original mortgage company for XXXX and it was then given to Mr Cooper at the end of XXXX. Then we set our bank to automatically send our mortgage payment check to Mr Cooper. XXXX payment was received, deposited, and credited to our account with no issues. XXXX was sent the exact same way as XXXX. When we received our statement for XXXX it said we were a month behind and we were charged late fees. I immediately checked our bank account to ensure a check was sent and it was. I have the check image that shows it was deposited. The front of the check is identical to XXXX check, including account number. So I called Mr Cooper and was told they never received our XXXX payment. Thinking itd be an easy fix she gave me the email address to send the copy of the check and theyd take care of it. I did that. I waited almost XXXX weeks with no word from anyone. So I took to social media to get attention. They replied theyre still trying to find the funds. Then I got an email from them saying they didnt deposit the check and its basically not their problem anymore. Our bank says the deposited check is the proof of payment, yet Mr Cooper is not acknowledging that or crediting our account. Then our XXXX payment which was also sent the exact same way as XXXX and XXXX was received, deposited, and credited. It was credited as our XXXX payment but it was received with no problems.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX-Modification FHA Trial Agreement, 1st payment XX/XX/2020 {$810.00} 2nd payment XX/XX/2020 {$810.00} 3rd payment XX/XX/2020 {$810.00} 4th payment XX/XX/2020 {$810.00} In which, I paid these as scheduled. I was told these were only the trail peroid payments and that the Modification actually began in XX/XX/2020, which was very confusing. Sometime between XXXX XXXX I contacted Mr. Cooper I feel was misinformed by one of the representatives from Mr. Cooper about the Forbearance for COVID plan. I did the Forbearance plan and wished the representative would have taken the time to review my loan and noticed I had a pending loan modification. Had someone explained how canceling the loan modification would have a huge impact on my loan, I would have never agreed on the forbearance. It has been such a challenge since these changes took place and it will show if you review my notes. It made it appear as if I selected to cancel the loan modification and that was not what I requested. I replied on the professional option from the representative from Mr. Cooper to assist me, with the best option for me. I have been in my home for almost 20 years and it is the only thing my daughter and I have.
Company Response:
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My original mortgage was taken out on XX/XX/XXXX. I made regular on time payments each month. The financial institution was XXXX XXXX. During XXXX of XXXX, XXXX XXXX sold my mortgage to Mr. Cooper, the company that is now my current loan servicer. As a result of this transaction, to which I was not made aware of nor gave any consent this impacted my credit score significantly XXXX XXXX points in XX/XX/XXXX. I do not believe that this should reflect on my credit report as a brand new loan and thus reducing my score XXXX XXXX points because behind the scenes it was decided to sell or transfer my mortgage to another servicing provider with different terms than the provider I originally went with. I would like this to be removed from my report.
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to formally complain about the fee associated with setting up an auto draft for bi-weekly payments. To set up bi-weekly payments on the mortgage, the mortgage servicer ( Mr. Cooper ) charges a {$2.00} fee each time a payment is made. This fee is charged each time a bi-weekly payment is made, so monthly, the amount comes to {$5.00}. On months where three ( 3 ) payments are made, the fee being charged is {$7.00} fee. This charging of a fee to make bi-weekly payments seems like a UDAAP Violation, as I am ultimately being charged a fee to " pre-pay '' my loan with bi-weekly payments. Furthermore, this fee would fall into the CFPBs recently expanded definition of a junk fee. When past servicers serviced this loan and past servicers include XXXX, who is NOT a bankthere was not a fee for this service. My loan terms currently state that there are no pre-payment fees, and by charging a fee to pre-pay my loan through bi-weekly payments, this practice seems deceptive and arguably abusive to the customer. Over the life of a 30-year loan, these fees calculate to {$1900.00} which is more than a single monthly payment. While I understand there could be a fee if you called in to make the payment on the phone versus self-service online, the bi-weekly payment is an auto draft agreement. An additional consideration is that Mr. Cooper services over XXXX XXXX consumers. If we took a conservative estimate of 45 % of customers using a bi-weekly payment structure, then Mr. Cooper is easily charging XXXX XXXX of those customers the fee. Based on an annual fee of {$65.00} per customer, Mr. Cooper is netting over {$100.00} XXXX a year on this junk fee alone.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received inaccurate information on how to pay first tax bill on phone call with Nationstar Mortgage XXXX. Received delinquent notice from local tax authorities XXXX with late payment fees attached. Called Nationstar about problem. From XXXX through XXXX I talked and/or corresponded with 18 Nationstar agents XXXX this problem, some on multiple occasions. ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. In the interim, I received a notification from the local tax authorities threating to place a lien on my property and place my home up for sale. Once the escrow was paid by Nationstar some 8 months after my initial call on XXXX. Nationstar refused to reimburse me for the extra {$120.00} incurred by late fees and penalties from my escrow account. They also refused to apologize for the stress and agony incurred upon my wife and myself worrying about our home being seized by local tax authorities and damaging our credit score due to their incompetence.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I applied for a modification with Mr. Cooper and instead my payments went higher. Instead of helping me they put me further in. During Covid I was hospitalized and out of work for over a year and on XXXX. I go so sick that I had to resign and applied for a forbearance for the 18 months. Ended in XXXX, XXXX. Without my request they went ahead and submitted another modification which was rejected. I then requested a deferred and I've been waiting only to be told that it has been rejected but never informed. This company continues to violates my rights and others based on all readying I've done. I need help. Thank you and god bless.
Company Response:
State: NY
Zip: 11420
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional mortgage which is a 1 year XXXX XXXX ARM. My Arm was subject to change effective XX/XX/2022. Mr Cooper is the servicer and XXXX owns the loan. The 60 day notice of rate change was due on or before XX/XX/2022 for a payment change that was effective for XX/XX/2022. Mr Cooper did not send me a letter, so I assumed that there is no change. When I logged into my account to pay my mortgage for XX/XX/2022, I notice a document had been loaded into my account for a Notice of Rate change, but it is dated XX/XX/2022. The payment interest rate went from 2.50 % to 3.625 %. I knew this is wrong so I contacted Mr Cooper, notified them that the 60 day letter was delinquent and the rate was wrong. I included in my attachment all documents and emails between me and Mr Cooper detailing their error. I have also contacted XXXX regarding Mr Cooper violations and errors. The 1 Year XXXX index rate from that Mr Cooper said they used is XXXX, I found the index rate a slight bit higher at XXXX. So if we used their admitted index rate of XXXX + XXXX Note margin = 2.2632 % new interest rate. After I pointed that out to them in our email exchange that their new rate assessment was wrong, they have now lied, again, and said that Mr Cooper changed the 1 Year XXXX Rate index from XXXX to 1.322 % for a new interest rate to me of 3.572 %! What??? So I guess that they can take indexes and move the decimal point to where ever they want it to pump their profits? Where is that in my Note? They are now just making up numbers for 1 year XXXX indexes to cheat customers. They refuse to put the floor rate per the Note back to 2.50 %. XXXX XXXX XXXX XXXX XXXXXXXX They
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX, XXXX XXXX XXXX AND XXXX XXXX are all reporting a mortgage on my credit report that does not belong to me. I have visited my local police station and was instructed to complete a fraud report and identity theft report, I have done both. I have contacted all parties no less than three times with the appropriate paperwork to remove the mortgage. The mortgage is not reporting negatively it is actually reporting as a positive account but it is XXXX and does not belong to me. I do not understand how the information was verified during the process because I currently live in an apartment and can not purchase a home for my family because a mortgage that does not belong to me is currently reporting on my credit reports. I have sent 2 identity theft reports and fraud report from FTC website. The credit bureaus and companies will not speak with me on the phone because they claim not to understand me because I am not American. I do believe that I am being treated unfairly because of my nationality. I am pleading and praying from relief because this home being on my credit report is causing me great XXXX and XXXX to were I may need to be seek XXXX XXXX
Company Response:
State: AL
Zip: 36695
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Upon receipt of the Escrow Shortage notice we paid the amount of {$530.00} and that payment was sent to Mr. Cooper. Special note- the notice DID NOT have a mailing address listed on the notice so we called to get the mailing address nor did the notice indicate the borrower could make a payment to clear up the shortage. This is poor communication from Mr. Cooper. We made the normal payment of {$670.00} for the XX/XX/XXXX payment. About XX/XX/2022 we phoned Mr. Cooper to ensure that they had received the escrow shortage and that it was properly placed into the escrow bucket. Upon discussion, we noted that we sent the normal payment of {$670.00}. Nothing from the agent on the phone was mentioned as to a payment increase. Also we were told that the payment would not change. We now have a billing statement showing the receipt of the both the escrow shortage and XX/XX/XXXX payment. However, the amount due is more than the normal payment of {$670.00}. We phoned Mr. Cooper again on XX/XX/2022 to inquire about he increase of the monthly payment. We were told the increase was due to insurance and taxes. The increase is {$32.00} per month or {$380.00} per year and there is a reduction of taxes due to age for this property. We were told by Mr. Cooper could not send a new Escrow Payment Notice so we could see why there is an increase in the escrow. We asked that our call be escalated to a supervisor because we want to see the calculations used by Mr. Cooper for any increase. We spoke with agent XXXX # XXXX We are sending the normal payment of {$670.00} for the XX/XX/XXXX payment and will need the updated Escrow statement to analyze why Mr. Cooper feels the new payment should be more than {$670.00}. This borrower is on a fixed income and needs to ensure any increases are legitimate. Thank you
Company Response:
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had automatic payment on the mortgage and The Mortgage company changed and one day they called me to collect the payment and I was paying the old mortgage company and i didnt know about it
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A