Date Received: 2022-05-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I had a FHA mortgage with XXXX from XXXX XXXX XXXX with good standing however was transferred to Nationstar Mortgage LLC XX/XX/XXXX and home was taken over by a real estate agent and I was locked out of home in XX/XX/XXXX after he entered home without legal course and took everything out of the home. I had made numerous complaints to various authorities about their practices to no avail for they were taking out fees, late fees, inspection fees, advance corporate fees, admin fees, etc with my escrow depleting it and then allowed a third party company XXXX XXXX out of XXXX to release my personal information to keep me in a position to where I was unable to refinance, making my credit score get down into the XXXX 's at some points and then continued to push me into a corner for inability to seek resolution while being denied for XXXX due to my XXXX XXXX being altered by someone according to what they said, it was altered by their doing not mine. I felt that they were invading upon my privacy as a consumer and person that was unable to seek resolution from these people. I now have a foreclosure on my report and they did not have proper legal recourse to the home. When speaking to them they have stated it was an XXXX to foreclosure to short sale, so there are discrepancies with my credit in the amounts, dates, and other relative information on credit report to them also reporting an account being open until XXXX when I was forced out in XX/XX/XXXX. They have told me that the account was still open and had activity which was not my activity however the real estate agent as well Nationstar that needed to be responsible for said information not under my account number, there were other chain of events overall from XXXX XXXX XXXX as well that I have not included in this complaint due to the numerous events that continued to occur. They continue to report inaccurate information to limited data on credit reports and I am seeking to have some resolution.
Company Response:
State: AR
Zip: 72034
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: Trouble during payment process
Subissue:
Consumer Complaint: NationStar dba Mr. Cooper is our loan servicing company. They have now rebalanced our escrow amount twice in the last few months ( XXXX and then again in XXXX ). Given how many marketing and spam letters in the mail and phone calls I receive from them, I missed the official communication from them that the amount due had changed starting XX/XX/XXXX. I sent the incorrect payment in for two months in a row ( XXXX and XXXX ). On XX/XX/XXXX, I realized the problem and went online to their website to fix the issue. I submitted a payment for {$210.00} which was the balance due on the account and received a confirmation email ( including confirmation number XXXX ) from Mr. Cooper stating they received my payment and it would be posted to my account within 48 hours. On XX/XX/XXXX, I received another email saying the payment had been posted to my account. On XX/XX/XXXX, when I was logged into the website that the escrow balance was readjusted AGAIN. Between the 2 adjustments, our escrow payment increased {$260.00} a month for a total annual increase of {$3100.00}. The first escrow rebalance sheet sited a shortage of {$820.00}. Adding that to the increase in property taxes ( {$78.00} ) and the increase in homeowner 's insurance ( {$830.00} ), the total ( {$1700.00} ) is FAR less than the annual increase of {$3100.00} that they are now collecting. I called into their customer service to inquire why it was adjusted and why for so much. The associate could not answer questions and could not locate the payment I had sent for {$210.00}. He told me to wait a little longer for the payment to post and call back again. In early XXXX I called again and talked to a lady customer service agent. The payment for {$210.00} still had not posted. She started a 'lost payment inquiry ' and told me it would take 5-7 business days to resolve. I again asked if she could request a recalculation of our escrow as the amount it increased seemed unreasonable and too high. She kept just explaining how an escrow payment was calculated ( which I understand and can see on their documents ) however refused my requests for the escrow to be recalculated. In XXXX I called again. We are trying to refinance another mortgage ( not this one ) and there are 2 negative marks on our Credit Report. Both from Mr. Cooper for delinquent payments. The missing payment is still not posted to my account and the associate again initiated a 'lost payment inquiry '. She also put in a request for a manual recalculation of the escrow account ( off-schedule ). She promised that I would have both in 5-7 business days. For the Credit Report, she told me to send an email to a certain email address with the details of my credit report inquiry for the delinquincies and provide all the above information regarding the two payments I did make those months and the lost payment that I made on XX/XX/XXXX to pay the balance due on the account. She said I should hear back from that Research group within 5- 7 business days. I have not heard back or seen any payment posted or escrow recalculation for the first two requests and it has been several weeks now. I did receive a message that they received my Credit Report inquiry but, by law, they were allowed 30 days to respond. So that is also not resolved and now the refinance of my other mortgage is unable to move forward. I am frustrated and upset at the lack of ability for Mr. Cooper to track and find payments made. For their recalculation of Escrow accounts that can be done quickly when it is to their benefit, however can not seem to be completed otherwise. I am extremely angry that we have lost a good rate and a good loan because our credit report has 2 negative marks from Mr. Cooper 's negligence. We have always had perfect credit.
Company Response:
State: AZ
Zip: 86004
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a guest ion regular ding my foreberrance with Mr Cooper, I was told that I had to submit my guestions in writing and that they had 30 days to respond. I submitted my questions in writing on XX/XX/XXXX and I still have not gotten a response.
Company Response:
State: MI
Zip: 48439
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: Trouble during payment process
Subissue:
Consumer Complaint: I applied for forbearance in XX/XX/2020 because I lost my employment. Two weeks later I found another job and called my loan company requesting to cancel my forbearance request. I was informed that I needed to wait for someone to get back to me. I waited and in XX/XX/2020, I called again and was told that " we can't just cancel. You will need to wait three months before the company -Mr. Cooper XXXX could close the request to have payments resumed ''. It has been a struggle ever since. I was only able/allowed to make three online payments and was never allowed to make payments again. In the meantime. I am owing more and more on my house. The company continues to ask me to fillout the forbearance form again and again and provided paystubs to their site as well as tax returns... This became that vicious cycle of " we did not get it... we've never received it. '' In the end, I took the forms and documents to the post office - sent certified mail. They requested more documents to be submitted via email - all to reject the application again and again. I recently re-submitted documents for last time online, using their site- Now, I receive phone calls almost daily about needing more paystubs - to which I referred them to the site for uploaded documents. Now it's the apology game and no results. In the meantime, I am afraid that all this will leave me owing more on the house and possible lose it!
Company Response:
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a payment to Mr Cooper online on XX/XX/2022 for XX/XX/XXXX due date. I was told there was an error on the mortgage company side where my mortgage payment was applied to late fees and not the monthly payment. I have spoken to them on several occasions including the executive resolution department and was told they are sorry and will fix the issue and as of today XX/XX/2022 they still havent I was also told since the mistake was their fault I would not pay late fees for XXXX or XXXX and my account would be updated to reflect the payment date as of XX/XX/XXXX. I paid XXXX in which they applied it as the XXXX payment they charged me {$910.00} in interest for being late even though they received it XXXX XXXX weeks early. I was told again this would be fixed and they will credit my account twice by the executive resolution department I received letters from them several times saying the issue is resolved and it would take 24 hours to reflect on my account which it never happens. The last time they reversed the payment they did it for the XXXX payment and applied it back to my account and this issue wasnt even that month it was the payment for XX/XX/XXXX which I made on XX/XX/XXXX. All the resolution department does is give me a case number tell me they reversed the late fees and the payment will be applied to my account the late fees and the {$910.00} interest that was taken out of my XXXX payment would be removed and credited to my account. I emailed XXXX XXXX who was the last person I spoke to in executive resolution department after I received the notice on XX/XX/XXXX that the process was completed and my account would be adjusted within 24 hours to let him know my account still was not adjusted. I asked him to call me but as of yet no calls and he hasnt replied to my email. All they do is open the case give you a case number send you a notice saying it was fixed then close the case and nothing is ever done so I have to call again and the process starts all over. I am getting countless phone calls and text for payment for a payment they have and wont apply. I was also told they would credit my account fees that I paid for processing my monthly mortgage fees which was done over several years and still have yet to have that credited to my account all of which I have proof of.I havent been sleeping and the stress of all this in intense
Company Response:
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was purchased by Mr. Cooper in XXXX of XXXX. The previous mortgage company, XXXX, had paid my XXXX tax bill, and then Mr. Cooper also paid it ( vi XXXX ). The extra payment was the refunded in XXXX of XXXX ( verified with XXXX XXXX, AZ ). I became aware of this in XXXX of XXXX when my escrow payment greatly increased. The agent and I quickly realized the double payment, and then I verified it with XXXX XXXX. After getting no help, I then verified with XXXX that the refund was received from XXXX XXXX, and they were in process of refunding it to my escrow account. That was on XX/XX/XXXX, and the funds are still NOT in my escrow account. I have been dealing with XXXX XXXX XXXX most recently, and previously XXXX XXXX XXXX. Both of these contacts have just given me the run-a-round. They keep saying to " be patient. '' As far as I'm concerned, they have had my money since XXXX of last year, and it should be in my account. I would appreciate any help you could provide.
Company Response:
State: AZ
Zip: 85743
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for the homeowner assistance fund and was awarded a XXXX XXXX to assist me with my mortgage with Mr. Cooper. ( see attachment ). I have been trying to get Mr. Cooper to facilitate the reinstatement of my mortgage and bring me current and despite everything I have done to comply with there request of me, I now believe that are they are being unfair and deceptive in my need at the moment and are causing me and my family unwarranted and undue stress. I have been told by XXXX XXXX with the State of Tennessee that the first disbursement that went out to Mr. Cooper was rejected and sent back despite of them being a participant in the HAF program. I have also been told by their customer service and collection department that they deny all knowledge of my grant. ( see attachment ) I was told again today XX/XX/2022 that the State of Tennessee reached out to their ( Mr. Cooper ) team a couple weeks ago and requested documents again as to arrearage because they rejected the initial funding for my account and they still have not responded. ( see attachment ) I am extremely concerned now due to the unfair and deceptive ways of Nationstar which has now been branded under the Mr. Cooper name and I am worried that Dejavu may be occurring again as to unfair and deceptive acts. Please investigate this matter and see if there are patterns that will suggest what I am complaining about today.
Company Response:
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: As you will see by my account I have made several complaints against Nationstar Mortgage, XXXX Mr. Cooper. The first being in XXXX of XXXX, the last being XXXX, # XXXX. My complaints are valid as the CFPB had presented a lawsuit XX/XX/XXXX for illegal and unfair practices such as modification loans, escrow accounts, etc. My complaints addressed all these issues with what happened to me and is still going on as far as escrows being collected at XXXX for the year, when my taxes are XXXX. Each time I complained Nationstar came back with ridiculous responses, such as showing my taxes were XXXX after showing XXXX quarters of collection. Taxes are paid quarterly for XXXX collections. Once the response was received by CFPB I was not given a chance to provide my proof of documents ( I have over XXXX pages ) and the case was always closed. I understand there is a settlement and never received notice of restitution. What do you need from me to either be a part of this settlement or start a new complaint? I can mail all docs providing proof of unfair practices, escrows, my modification loan that went horribly wrong, forcing us to pay over XXXX per month than what we should have as an escrow shortage of XXXX per month was added to payment. The shortage was not valid. Thank You, XXXX XXXX
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX account # XXXX, has violated my rights. 15USC 1681 Section 602 States i have the right to privacy. 15USC 1681 Section 604 A Section 2 : It also states that a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a mortgage account under an open end consumer credit plan as a late for any purpose.
Company Response:
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called Mr Cooper to INQUIRE about current rates so that I can determine if its worth it refinancing or not since I have excellent credit score of XXXX and no debt besides my house payment and car payment. I specifically stated I didnt want to do a loan application and the mortgage rep said she was NOT doing one. However, she did complete a loan application on my behalf so she lied. Then she advised I should take out extra money so that I can pay my car loan. Why would I do that if my car loan interest rate is 1.89 % and the rate she was trying to offer is 4.5 %?? This is the 2nd time they unethically do loan application without my permission. They purposely lie and mislead customers.
Company Response:
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A