Date Received: 2022-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. Cooper/ Nationstar are able to get away with lying on your modification documents. They offered pandemic forbearance help. At end of forbearance period they sent loan modification for extension papers with my ex husband 's name on it to sign. He had.nothing to do with the loan... We have been divorced for a few years when I got this loan. He was not there and name is no where on closing documents. I've sent proof. I've filed complaints on their website ... spent hours on phone transferred to person to person. So a lot people I've talked say these people ore lying and trying to get my house. I've heard this company screws people. There is no way I can pay the lump sum. These people are forcing me into foreclosure. I just don't understand how they lie and get away
Company Response:
State: LA
Zip: 710XX
Submitted Via: Web
Date Sent: 2022-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow got messed up during a process of having to get a new insurance company because the current company went bankrupt, which is no fault of mine. I contacted nation star a.k.a. Mr Cooper about the issue because my mortgage payment more than doubled and they stated to me I could pay my current mortgage until I got the checks back from insurance companies deposited in the escrow, then it would balance out in the monthly payment would be fixed. I did exactly that calling them every month which was two months to pay the payment expressing to them I did not want to have a delinquent account or anything on my credit report and they assured me that I was fine, wrong now my credit dropped drastically because now I have a delinquent account on my report and now having a hard time refinancing because I follow their instructions. Then they told me I had to pay a large amount to defer the account going delinquent and I did and I still got flag for a delinquent account please help me get this off my credit report.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Effective XX/XX/XXXX Nationstar dba Mr. Cooper transferred/ sold the servicing of my mortgage to XXXX. I previously had automatic payments configured with Mr. Cooper and had never missed a payment. Auto payments resumed with XXXX and my payment was drafted around XX/XX/XXXX ( where ordinarily it would have been XXXX with Mr. Cooper ). I never missed a payment, and my payment was only late by 11 days because of the transfer of servicing, Mr. Cooper blocked my ability to pay my XXXX mortgage the day before the transfer, and XXXX would not allow the payment until XX/XX/XXXX. Nationstar/Mr. Cooper reported my mortgage late to the credit bureaus sometime in the past week and now my credit score has dropped by XXXX points. I am currently seeking credit and this has adversely affected my ability to get credit at favorable terms. I have attempted to contact Nationstar and have not received a response.
Company Response:
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently filed a complaint on XX/XX/XXXX. The response was inaccurate and the complaint was closed. Mr. Cooper claimed that my mortgage is 12 months past-due. I have several documents. Mr. Cooper did not obtain my mortgage until XX/XX/XXXX. All past due balances were payed by the FHA partial claim program which covered XXXX XXXX XX/XX/XXXX mortgage payment. This information can be verified by both XXXX XXXXXXXX XXXX and XXXX ( HUD Contractor ). I am having problems paying my past-due mortgage payments with Mr.Cooper because the system is not updated. My first payment was due XX/XX/XXXX, XXXXMr. Cooper informed me that it can take up to 90 days to input the correct information and to continue checking the website however, it has been over 150 days now.
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2022-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife, XXXX, and I refinanced our home with XXXXXXXX XXXX in XX/XX/XXXX to get a better interest rate and lower our monthly payments by extending from a 20 year to a 30 year mortgage. In our closing documentation, it stated/states that our first payment on our new mortgage through XXXX was due on XX/XX/XXXX. After closing, I was able to set up my account for XXXX XXXXXXXX XXXX, where I could make payments on my loan. Unfortunately, once logging into that account, it showed we had our first payment due on on XX/XX/XXXX. I immediately reached out to The XXXX XXXX and XXXX XXXX regarding this discrepancy. The associate I spoke with agreed that the issue was on their side and they would try to resolve. However, they also said my the loan had been sold to Mr. Cooper. This transition was happening quickly and the payment problem may not be resolved before moving to Mr. Cooper. XXXX XXXX XXXX said they would make a note on my account for Mr. Cooper. After receiving physical mail and then opening my online my Mr. Cooper account, I noticed the error had not been fixed. I don't have record of my first communication with Mr. Cooper on this incident, but the representative I spoke with asked me to email XXXX with the details of the problem. I did so on XX/XX/XXXX and also including a screenshot from my closing documents with the XX/XX/XXXX first payment date. I received a follow-up email from the Research and Response department on XX/XX/XXXX. In summary, the document I received stated they were aware of the situation, would try to resolve it, and I would hear from them if it could not be resolved. I have never heard back from them or any other department on this and the issue remains unresolved. Since that response, I have made my monthly payments to be processed at the beginning of each month ( XXXX, XXXX, XXXX, XXXX, and XXXX ). The account still shows that my payments are one month behind. I have made contact since then with Mr. Cooper on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and today ( XX/XX/XXXX ). Below is a synopsis of what occurred in each of those communications : XXXX Email sent to XXXX with my closing documents from XXXXXXXX XXXX that stated my first payment was due on XX/XX/XXXX. XXXX Received email response from Research Outgoing. Document said further communication would be made if my issue was not resolve. Have never received follow-up communication. XXXX Spoke with XXXX through their Live Chat. He confirmed that they received my email and it was processed by their Research department on XX/XX/XXXX and it had been forwarded to the Master Audit Department for review. It also states that if the request could not be accommodated, a follow-up would occur " under separate cover. '' XXXX I called their phone support and set up a call-back for that day. A call-back never happened XXXX I spoke to a representative through their Live chat. I was told the issue was still being looked at. I requested to speak with a manager. I was told a manager would call me within a few minutes. I never received a phone call from anyone. XXXX I spoke on the phone with customer service. I was told that my request had been escalated and it would be fixed in 5-10 days. It was never fixed. XXXX I called and my call was escalated to a different department. I spoke very briefly with them and they said the issue had been resolved, which it was not. They still are under the assumption that my first payment was due in XXXX. My closing documentation shows first payment in XXXX. I have made 2 payments, XX/XX/XXXX and XX/XX/XXXX. All payments should be up-to-date, but they are showing 1 month behind. I then spoke to XXXX XXXX XXXX and explained the entire process again. She stated she saw the problem and escalated the ticket to someone that could solve the problem. She said it should be resolved in XXXX and that any late fees or issues with my credit would be reversed. I asked for her contact information so that I could easily follow-up. I have both an email and phone number. XXXX I sent email communication to XXXX XXXX XXXX to follow-up on the issue. Part of her short response said " The loan was supposed to be only rolled over one month not two, therefore the next payment due is XXXX. '' XXXX I sent a follow-up email to XXXX XXXX XXXX XXXX again sharing my closing document that showed the XX/XX/XXXX date for first payment. I asked her how they could change the payment schedule that was in my contract. I have never received an email response. XXXX I called XXXX XXXX XXXX and left a voicemail requesting follow-up. She has not returned my call. XXXX I called their customer service line and spoke with a new representative, XXXX. She said she would escalate the issue and reach out to acquisitions. She also said she would directly follow-up with me on a resolution. She removed the late fee on my account and I made a payment. I have not had any further communication from XXXX. XXXX ( today ) I spoke to XXXX from Texas via Live chat. XXXX noticed the error with my account and escalated to management. She told me to go ahead and make a payment and to leave off the amount of the late fee as she could not personally remove it. She apologized for the error several times and promised it would get resolved. I requested a follow-up email or phone call for when the issue is resolved. She asked for my email, which I gave. She said it would take 5-10 business days to reach a resolution. On all of these communications, I mentioned my concern about late fees, my credit being impacted, and that I was receiving weekly phone calls and emails about being behind on payments and possibly being pursued by debt collection. I am still receiving these emails and phone calls. I do not have a copy of all my communications with Mr. Cooper, but I imagine they have notes on my account for all of them. I am attaching those that I do have to this document, along with the page from my XXXXXXXX XXXX closing paperwork that shows my First Payment due on XX/XX/XXXX and not XX/XX/XXXX. I am also attaching a record of my payment history from my account. This does not yet show my XXXX payment ( it has not yet been processed ), but I did make that payment today XX/XX/XXXX.
Company Response:
State: NC
Zip: 27609
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This lady came on the XXXX " XXXX XXXX '' to appraise my house ( Please see her business card ), her aim was to submit it to my Mortgage company " Mr. Cooper '' and remove the PMI. My house value has increased substantially and I also did an addition to the house which was signed off on XX/XX/2021. I have asked Mr. Cooper multiple times to remove the PMI, still the PMI is there on my Mortgage statement. Its been 10 days since that appraiser came to my house, and still the PMI is not removed. When I have more than 20 % stake in my property, why am I being charged a PMI, I don't understand. I have made hundreds of calls and emails but to no avail.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX , I have been trying DESPERATLY to resolve my issues with MR. COOPER XXXX Since XXXX I have been in foreclosure. UPDATE : My forbearance expired XX/XX/XXXX. I was notify that payments will began XXXX, XXXX. I have sent XXXX payment, XXXX payment, XXXX and XX/XX/XXXX have ALL be submitted so far. Mr. Cooper is making do a 6 months TRIAL period. When I was approved 3 months ( Modification ) TRIAL period. Mr. Copper changes the rules to benefit themselves, every time I am close to getting out of the cycle I am forced back into something else, that cos me STRESS, FINANCES AND HARDSHIP. Mr. Cooper has NO intention to resolve the problems. They create MORE, MORE, MORE Delays.
Company Response:
State: CT
Zip: 06610
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX we provided proof to mr. Cooper that we had change our insurance companies for our homeowners insurance to XXXX I have proof of that uploaded on my phone that they have updated it in their system we made our final payoff on our house with a payoff letter supplied from the mortgage company mr. Cooper and one week after we had wired the money from our bank to their account that they provide it they are saying now we owe an additional {$400.00} for hazard Insurance because we did not have insurance on our house which we had already supplied proof of so now they are not accepting the payoff that they gave to us because they're saying we owe them for insurance when we had already supplied them with proof they are trying to nickel-and-dime more money out of us
Company Response:
State: MO
Zip: 645XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX. XXXX Servicer : Mr. Cooper aka XXXX Mortgage. During Covid-19 I received a forbearance of my home loan under the Cares Act due to financial hardship. It lasted 18 months and ended XX/XX/XXXX. Afterwards, I was approved for a Payment Deferral Plan. ( See attached ). Mr. Cooper was authorized to withdraw the funds in 2 lump sums from my bank account in XX/XX/XXXX to bring my account current. In accordance with the Forbearance and the Deferral Plan, my account was to remain in good standing with the credit bureaus. However, Mr. Cooper failed to withdraw both payments from my account and instead chose to withdraw only one. Sufficient funds were in the account. As a result of its negligence, my account was not brought up to date as per the agreement. I received notice in XX/XX/XXXX that my payments had not been made and therefore my account was placed in default! And it was reported to the credit bureaus that I was 180 days delinquent on my account! This was false and was caused by Mr. Coopers own negligence and was no fault of my mine. Mr. Cooper has refused to acknowledge its error and instead blames me for the lack of payment. Since then, I have made all payments due on the account, they refuse to remove the negative reports from my credit report. They also continue to send me foreclosure notices, post them on my door, and then send letters to disregard. This has caused great harm, financially and emotionally including distress and anxiety. These actions are in violation of the Cares Act and the CFPA. XXXX is known to act unscrupulously when it comes to servicing mortgages. I would like this wrong to be righted.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We like many others were in a forbearance plan, as our family was impacted by the Covid-19 pandemic. As the close of that forbearance neared, we completed all necessary steps in order to enter into a repayment plan. We specifically asked for the VA refund modification option. We were instead provided a lender specific option. We reached out to the lender ( Mr. Cooper ), and explained that we requested the VA refund modification option, but were told that no such option existed. After numerous requests for escalation, and us providing the written documentation of the VA 's refund modification option, we were told that an escalation team member would reach out to the VA to request the option on our behalf. That person provided their contact information and assured us that they would be in touch. We never heard from that person again, despite monthly attempts via email and phone. A month later, we received a new offer, that was of course not the VA refund modification request we had made. We continued to reach out bi-weekly and received no updates. Finally, in XXXX of 2022 I reached out to Mr. Cooper and was able to speak with someone in what appears to be a different department. I advised them that I would need to sell my house before anything negative would be reported, as the repayment tool I had requested was never investigated or offered. That person apologized for the confusion, and assured me that selling my home was not necessary. She advised that she would submit for the correct tool, the VA refund modification, and that I would receive information over the next few weeks regarding that. She advised that no late payments or arrears would be reported during this process. On XX/XX/2022 I received notification that Mr. Cooper was reporting all late payments and total arrears amount. This despite not having received any information regarding the request submitted on our behalf in XXXX of 2022. I contacted Mr. Cooper, and was advised that no reporting should have been made, and that I would need to reach out to the research department at Mr. Cooper, and dispute with them and each credit reporting agency independently. I provided all required information to Mr. Cooper, and the 3 credit reporting agencies, and during a follow up call with Mr. Cooper, I was assured that it would be resolved. Today ( XX/XX/2022 ) I received a notification that Mr. Cooper had verified the accuracy of the reporting and the late payment reports would remain. We are currently working on providing Mr. Cooper with our financial information per their request, however they have not been transparent or honest in during this process, and I am now harmed in the sense that I would be unable to purchase a new home with a different lender, despite having adhered to every step and request set forth by Mr. Cooper. It feels rather convenient that I would be advised not to sell my home, at a time when I could have with no damage to my credit report, and then a short time later I am put into a position where even if I sell my home in an attempt to maintain financial stability and meet my obligations, I would be unable to purchase a new home. Please investigate thoroughly, as this appears to be a methodical and purposeful approach by Mr. Cooper ( Nationstar Mortgage ), than a number of unrelated but unfortunate misunderstandings.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A