Date Received: 2022-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was following the government Pandemic shut down requirements and Mr Cooper allowed me to differ my payments and now they tell me I am not qualified to have what I owe on the back of my note like the Care Act allowed and required..And now I am loosing my home and will be XXXX.. Can you help me suspend my foreclosure that's in 2 weeks or get this to take place so I am not loosing my home? I dont have a scanner right now to show you my sale date that they put on my door just yet.
Company Response:
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2022-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2022, I spoke to a Mr. Cooper representative ( XXXX ) to discuss my loan modification. I received my loan mod in the mail, scheduled a notary through Mr. Cooper. From XX/XX/XXXX to XX/XX/2022, I have had at least 8 notary public to notarize my documents. Two times I got my own. Mr. Cooper would send another mod package without personally informing me that my prior documents were rejected. After dealing with this several times I figured out if I receive another package, it's because something was not completed correctly. I called Mr. Cooper and ask questions. When I did the reps would seem clueless. Some have put me on hold to ask another rep a question about my account. There were some who read the wrong info and I would direct them to what to look at. Mr. Cooper communication skills with the customers and employees needs improvement. Attempting to get my documents notarize has been confusing and frustrating. when I feel confident my documents will get " approved '' they're " denied. '' XXXX XXXX XXXX sent me an email and said to call anytime I encounter a problem. I did. Out of all the representatives since I began my loan modification, he is the only one who gave me some new info to include. That moment was mind boggling. Still, they got denied. I could go on and on, but it would be a repeat of the lack of assistance I receive. The reps were not knowledgeable but had me to trust what they were saying.
Company Response:
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan has an unknown ecrow payment increase that resulted in a {$400.00} increase in my monthly payments. It has forced me to apply for a new loan with an increased payment just to avoid losing the home. This all occurred when my loan was bought by Mr Cooper and there are new notices of hazard payments that I do not recognize without any details of these increases itemized on my statements. I have reached out to my insurance company as well to research this but Mr Cooper states forced hazard insurance is not removeable.
Company Response:
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper. Mortgage is trying to take my home from me. I have paid over 74 % on this home and have been here for over 33 years. I was up on all of my payments, but because of Covid and losing income. I stupidly took the " COVID Forbearance '' I now owe immediately, {$23000.00} I've applied and in the ( process/review ) for a relief from CalifRelief fund. and I am XXXX recently also. I do not walk and use a mobility scooter to get around close in town. The doctor office that I just recently got my insurance back ( XXXX XXXX ) is literally behind my house on the main street. I've owned this house or at least have tried to pay for this home for over thirty years. I don't plan to go anywhere. I had an excellent job/career for over 24years before XXXX. Then my life has turned to XXXX because of the so-called economy that has only made the wealthy wealthier! Now it's hard to find work sitting in a wheelchair because I couldn't get a XXXX XXXX because covid closed the hospitals down. Now, I have more than just the hip that is XXXX XXXX XXXX. This is going on to two years. and I have tried since XX/XX/XXXX to contact this company. I wrote many notes on my mortgage portal to Cooper because I can not even get a voicemail. and they have DENIED me twice in the month of XXXX for any help whatsoever. This is Fraud! they are liars and they do not want to help me at all. They just want to kick a women who purchased her home at age XXXX in California only to have the whole system fail her, including the judicial system. I obviously have to send a written letter to this company in which is b.s. Because They REFUSE to answer any of their 3 phone numbers and the automation is a complete runaround and then they hang up. - I had the forbearance from XXXX XXXX XXXX After I agreed to a very EASY button on my billing statement because " They are here to help! '' Really? When, after you kick me to the curb or before? Mind you I have been with the company for over 10 years. I went to make a voluntary payment a few months later and ALL of my billing and checking information had been deleted. I had to add it all back to make the payment. In which they added immediately to unapplied funds. Since XX/XX/XXXX, my only phone number has received hundreds of companies and people asking if I am selling. But, I have tried to call Mr. Cooper ALL 3 numbers and the agent supposedly working on my case. Called ONCE and 4 minutes later her phone had NO Voicemail box setup. Does this make sense to you??????????? At XXXX XXXX today XX/XX/XXXX. I received a letter at my door from Mr. Cooper oh and as I type this letter. My phone just rang with a man asking to buy my house... This is beyond stressful, when you can just " feel '' someone messing with your livelihood
Company Response:
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Mr. Cooper has failed to report that I have made my last XXXX payments on time thus impacting my credit score. My credit report shows I have no mortgage at all.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nationstar Aka Mr. Cooper failed to report my mortgage account as paid in full to the credit bureaus, the account was paid in full as of the beginning of XXXX of 2022. I worked very hard to paid this account off therefore the account should be reported in a timely matter. I attached a copy of my XXXX credit report.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The loan was originally a XXXX loan which was taken over by XXXX XXXX XXXX. I got a loan mod from XXXX XXXX XXXX in XXXX and made every payment according to the loan mod document. In XXXX of XXXX Nationstar took over the servicing of the loan. They told me I did not have a loan XXXX and that I was behind in payments by 11 months. I had all of the cancelled checks that XXXX XXXX XXXX had cashed so I did not understand how that could be. The loan mod was also recorded at the County Recorder 's Office so I knew that I had a loan mod and I had been paying the payments according to what the loan mod said. Nationstar began sending my payments back to me and would not accept them so that they could put me into foreclosure and try to take my house. I tried to apply for another loan mod to get out of foreclosure but they kept losing the documents and would not give me one. I requested their accounting records but the records they sent were illegible and what was legible was incorrect. They refused to correct their accounting and kept refusing my monthly payments. Attorneys tried to deal with them to no avail and then they said I had to sue them. They kept getting out of the lawsuits on technicalities. One time we went to mediation and their attorneys said that if I dropped the lawsuit they would make sure that Nationstar did not lose my documents so I agreed to that and I applied for a loan mod again. I submitted all of the documents they asked for. While they were supposedly reviewing the documents they put me into foreclosure again. They were not supposed to be able to do that. The CFPB and AGs sued them for the same things that I sued them for and they settled with them. Nationstar is continuing to do the same things for which they were sued. I have filed complaints with the CFPB and the last time I did Nationstar said they needed more time to respond and in a letter dated XX/XX/XXXX ( see attached ) they said they would respond by XX/XX/XXXX but they still have not responded and it is the middle of XXXX. In their letter it said I could contact my Dedicated Loan Specialist but when I did that I was told that they could not talk to me. They told the CFPB that they were going to respond to me and not to the CFPB but they never did that. They just lie and continue to breach the settlement order that was posted on the CFPB web site. Is anyone going to enforce the settlement?
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-06
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: XXXX has not produced the documents needed to verify the lates on my mortagage. Ive asked for them for months ... they keep validating lates thats XXXX XXXX XXXX without telling me how nor showing proof...
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The below is every effort I have made from XX/XX/XXXX until present XX/XX/XXXX. I contacted Mr. Cooper via chat on XX/XX/XXXX at XXXX and was connected to XXXX ( Arizona XXXX due to logging in to pay my mortgage and noticed that it stated that I owed money due to an escrow analysis on XX/XX/XXXX and was short {$340.00}. So I was looking to get more information regarding this and she was to send my account to be updated and corrected stating thats the escrow account will alter and update to reflect that I am not escrowed for insurance, case # XXXX. I was asking her to also mark my account so that I am not penalized for Mr. Coopers error and she disconnected the conversation. Called in spoke to XXXX who then transferred me to XXXX who I re explained everything to and was going to be reaching out as she said my account was marked as I owned a condo, which I own a single family home so she was going to send a ticket and I would receive an email within 7-15 days ref # XXXX. Also asked XXXX to mark my account so I do not get penalized or have the amount change due to this error and she said she would. I explained I would pay the amount I owed in full ( if I owed ) once this all has been resolved. Waited the allowed days, never received an email or phone call and my account online now showed my payment jumped due to not paying the escrow analysis in full which I had asked not to happen. Called on XX/XX/XXXX at XXXX spoke to XXXX who hung up on me, called back spoke to XXXX who transferred me to escalations- XXXX at XXXX XXXX who I explained everything to informed me of the break down, re explained the situation then mentioned about the condo and not a single family home and he said nothing said I needed to speak to the insurance department then he disconnected the call instead of transferring. Called back to the insurance department, XXXX XXXX Texas ) at XXXX XXXX she informed me on XX/XX/XXXX Mr. Cooper cancelled the condo on my account and updated it to the single family home. She was reaching out to get more information regarding why my insurance was being escrowed when I pay XXXX directly every 6 months due to being told when I got my mortgage loan I was not able to have it combined. To have the escrow analysis redone due to Mr. Coopers error, what I would owe for the escrow analysis, if anything and what my new mortgage payment ( if it even changed ) would be. XXXX stated she would call me back with an update later that day, XX/XX/XXXX but never called back. I did receive an email from XXXX XXXX XXXX XXXX XXXX XXXX who I reached out to on XX/XX/XXXX, I had sent her an email at XXXX regarding my last conversation with XXXX and was looking for an update/ information. Did not get a response so I emailed XXXX again on XX/XX/XXXX and still no response back from XXXX. On XX/XX/XXXX I submitted a ticket on Mr. Cooper along with a form to submit a formal complaint to Mr. Cooper that was emailed to XXXX with zero response and for the ticket I had submitted a basic response without resolving me issues or concerns. On XX/XX/XXXX I had sent another email to XXXX.
Company Response:
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I refinanced my three properties with XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Primary XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX - Mother-in-law home XXXX XXXX XXXX Ter. XXXX XXXX, FL XXXX home The Mortgage officer informed me the only way they would do the loan is if they bundle the three properties under one mortgage and that the loan would have to be under my company name. Because my wife had XXXX and we were needing the funds we took a {$630000.00} across the three properties which at the time were worth {$1.00} XXXX It was supposed to be a temporary loan for 2-years and then they said I could refinance with a conventional mortgage afterward, but if I needed it for my family I would have to do this. In XXXX of that year, Mr. Cooper sent notice they were servicing the loan. The pandemic hit us like so many people and I reached out to request a forbearance or assistance from Mr. Cooper. They told me I needed to go BACK to XXXX who originated the loan. I spoke to the individual and they said they would put through the forbearance. in XXXX of XXXX, I received notice XXXX XXXX was beginning Foreclosure on the properties. When I contacted them, they stated XXXX did not place the forbearance at all and because the loan is against the three properties I wouldn't be eligible. Unluckily the pandemic slowed everything down as I franticly looked for a solution. I was eligible at the time for refinance but was told that I couldn't because 1, The properties couldn't be separated 2. The Lis Pendandt needed to be released by the lender to do so. I attempted to sell one of the properties but I couldn't separate the properties After speaking to XXXX again to assist me, they refused and said the case was transferred to Mr. Cooper. When I called Mr. Cooper they stated they said they couldn't help me because they were just servicing the loan and I needed to speak to XXXX I was nervous to lose my property so I contacted Loan Lawyers in XXXX XXXX to help. They Began the process of giving me time to find a solution, but the issue with the list pendant is an issue. I also noticed the mortgage did not appear on my credit report which causes other issues with home lenders. I was finally able to attempt to secure a loan to payoff and start fresh with a private lender, but the gentlemen died of XXXX recently and I was unable to continue the issue Loan Lawyers had a few hearings and now there is a hearing on XX/XX/XXXX for judgment
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A