Date Received: 2022-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband who is a 100 % combat related XXXX veteran died on XX/XX/XXXX. Our home mortgage is in his name. I as the surviving spouse reported his death to Mr. Cooper mortgage company. With XXXX effecting so many people I was offered forbearance for a year. I graciously took this. At the end of the year, I was told that I had forbearance till the end of XXXX, XXXX. I would be given the opportunity to renegotiate the mortgage terms as of XXXX, XXXX. I have contacted Mr. Cooper on numerous occasions to get this process accomplished. Every time I am told that I did not send them complete information. For example, Mr. Cooper wanted verification of XXXX XXXX. They said they would accept either a letter from XXXX or 2 months of bank statements with the XXXX XXXX credited to my account. I gave them 2 months of bank statements. And I highlighted the deposits on each month to make it easy to identify. Six weeks after I submit these statements, I get a call from Mr. Cooper stating that they will NOT accept those bank statements and that they want the XXXX letter for the years of XXXX, XXXX, XXXX and XXXX. I immediately requested this information from XXXX but will have to wait for my request to be processed and sent to me via postal mail, before scanning and submitting to Mr. Cooper. It is now the end of XXXX, XXXX. I am constantly getting more and more requests for Mr. Cooper and each time it is delaying the restructuring of this mortgage. I wanted to get this done in XXXX, XXXX before the interest rate XXXX so that I could get a lower mortgage payment. I feel that this mortgage company is deliberately stalling the restructuring of this mortgage so that the interest rate will be higher and my payments would be increased. This is no way to treat the widow of a career XXXX veteran that became XXXX due to his time in service.
Company Response:
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2022-04-27
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: I am a single mom who bought my home with my Ex in XXXX ( we were never married ). My daughter and I have an XXXX of XXXX for domestic violence against him since XXXX, he is legally not allowed on or near the property. I have been trying to get a loan modification for just my income because it is just me and my young daughter living in the property. My mortgage company has told me that all I need to do is get a quit claim deed signed by my ex relinquishing rights to the property. I have been fighting for three years to try and get this signed and I have gone into foreclosure. Again my mortgage told me that all I needed was to get this signed and I could get my own modification. My ex sold his part of the property to a random real estate company without my knowledge or signature, which then offered me to buy a quit claim deed from the real estate company for {$1900.00} and it will be just in my name. I have paid the {$1900.00} and now have the property just in my name. As soon as I contacted the mortgage company to let them know that I got it signed they are now going back on their word saying that even with the quit claim deed showing my ex has relinquished rights to the property I would still have to have my ex sign a modification with just my payments. This has caused so much stress and sleepless nights being lied to and paying all of that money just for them to say there is nothing I can do now. I have a stable job that I have been at for three years and I still can not get a modification just in my name after the countless times that I have been told by my mortgage company that I would be able to get one. I have written down multiple names of the representatives that have told me verbally that was all I needed. I was in a covid forbearance plan which my mortgage company told me at the end of the forbearance that I could resume payments and that the amount owed would be put at the end of the loan and the loan would be extended or that they would offer me a loan modification. The forbearance has ended and no such offer has been made. My foreclosure sale is scheduled for XX/XX/XXXX and I am terrified that I am going to lose my home after all of this time that I have been fighting to save it. I asked if there was a special circumstance that they could accept a modification without my ex 's signature seeing that I have an OFP against him they said sorry for the miscommunication. How can three years of being told one thing be a miscommunication? I feel scammed by my mortgage company and have considered hiring a lawyer to look into this because I am just shocked at how they could be this dishonest it is just not fair. I have been through so much all I want to do is make payments and keep my home. UPDATE On XX/XX/XXXX the company had sent me a response to my complaint stating that " On XX/XX/XXXX, we received the Quit Claim Deed ( QCD ) and we have decided to move forward with your signature only for the modification. This decision was made on XX/XX/XXXX. We have enclosed the Unexecuted Modification Agreement for your records. Please return the Modification Agreement as soon as possible. Please know there is a foreclosure sale date of XX/XX/XXXX on the account which is on hold. '' Which was absolutely wonderful news and I signed the loan modification with their mobile notary which the documents were received by the company and I called on Tuesday XX/XX/XXXX and asked when my account would be updated the representative explained that the documents needed to be reviewed and my account would be updated within two or three days. I kept checking my account because I want to make my payment and set up auto pay and it still is not updated. I called on XX/XX/XXXX to see how the process was going and the representative told me my documents were DENIED because they were missing the other persons signature. I then explained that I did not need the other persons signature because it was approved that I only needed my signature. I stated I can provide the letter I received and she said that was not necessary and that she found it and would put in a request for it to be reviewed and updated she said it may take up to 5-7 business days to be reviewed. I sent a copy of the letter to the modification and incoming research departments as well as the message center on my online profile. I called today XX/XX/XXXX to check the status of my modification only to be told again that it has been DENIED because they needed my ex 's signature. I asked to speak with a manager and explained the situation again for a third time and they said that they will forward the documents and expedite the review process but again it could take 5-7 business days. I do not understand how no one at the company can find the letter I was given in response to my first complaint. I was so happy that I was able to get this accepted with just my signature and that I would be able to start making payments again only to find out that I keep getting denied I don't understand why it's been denied 3 times now. I just don't understand the constant " miscommunication ''. Do I have to wait another week to be denied again? My foreclosure date is coming up and I was told that I needed to make my payment by XX/XX/XXXX. How can I do that when my account is not available to make payments. As of XX/XX/XXXX the website states my account is not eligible to make payments. I just want this fixed.
Company Response:
State: MN
Zip: 55128
Submitted Via: Web
Date Sent: 2022-04-27
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: This conventional interest only loan was originally 9 % through XXXX XXXX. The loan was sold to XXXX XXXX XXXX, Nationstar and Mr. Cooper. I applied for a loan modification with Mr. Cooper after a car accident caused a brain injury in XXXX, 2014. At the same time that the loan was being sold so many times, there were property damage claims for a roof and other hail damage that were paid by XXXX XXXX XXXX. These checks were signed by me and sent to the mortgage company that currently serviced the mortgage at that time. The total of claims were approximately {$19000.00} and the checks were never returned to me so that I could pay the contractors who completed the work. I believe that this was a conspiracy to defraud me by XXXXXXXX XXXX XXXXXXXX XXXX, Nationstar, Mr. Cooper and the investor to bring about the foreclosure of my property. I have uploaded proof of my attempts to recover the claims funds from the servicers over the years. I request that the foreclosure be suspended until I receive the funds in dispute. Lender should not be able to get away with defrauding people in this manner. Please help me!!!
Company Response:
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgagee, Mr. Cooper, filed fraudulent 3rd party claims to my property insurer, which resulted in my insurance company cancelling my policy. They also reported to my insurance company that my property is vacant- which is veritably untrue. Mr. Cooper XXXX XXXX XXXX XXXX, Ohio XXXX
Company Response:
State: IL
Zip: 612XX
Submitted Via: Web
Date Sent: 2022-04-27
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: I went into COVID forbearance on my account due to financial hardship, which ended XX/XX/XXXX. On XX/XX/XXXX, I applied for Vermont 's Homeowner Assistance Program ( VHAP ) which is Vermont 's XXXX funded Homeowner Assistance Fund ( HAF ) program. I was approved as eligible, however, it took months for Mr. Cooper to onboard into the program. Once Mr. Cooper was onboarded, VHAP sent Mr. Cooper an I-Record via XXXX on XX/XX/XXXX requesting that Mr. Cooper verify the account information by sending a V-Record. It is now nearly a month later, and Mr. Cooper has failed to submit the V-Record which is the last step in the process to approve me for VHAP assistance of {$30000.00}. Because I have been waiting so long for Mr. Cooper to be onboarded and for them to cooperate with the process by sending the V-Record , my delinquency is now above the {$30000.00} program cap. I am able to pay the difference via certified funds, but I can not reinstate unless and until Mr. Cooper submits the V-Record for my account to VHAP so that they can disburse the {$30000.00} in XXXX funds.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: VT
Zip: 052XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on approximately XX/XX/2021 a new company took over our mortgage. we made a single payment through our bank, the same way we have done for years. my XXXX XXXX/ Mr Cooper is the new company, we filed a complaint that they took out XXXX payments instead of 1. it took them nearly 1 entire month to refund us back XXXX dollars, a month later they charged us a refunding fee, {$15.00}. we complained several times but they just blow us off and never do anything. we would like our {$15.00} credited to our mortgage and any late fees associated buy the companies mistake, we would also like them to refund us for our insufficient funds fee of {$50.00}. this error was done by the company and not buy us.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: 85730
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX In XXXX we were on a mandatory shelter in place, my servicer offered a forbearance verbally, I was told the missed payments go to the back of loan. XXXX My forbearance ended in XXXX, the lender didnt place late payments to the back of loan as agreed by their staff I was told apply for loan mod so I did in XX/XX/XXXX2 weeks after applying I was denied although their SOP says 30 days or more to make a decision, citing the investor XXXX XXXX declined to help me. I appealed their decision and reapplied for a loan mod, less than 1 day later I was declined, citing the investor XXXX XXXX declined to help me. XXXX the lenders website provided a link to California mortgage grant program, so I applied, I was denied by the program, because my balance was over the threshold I Called lender asked to ask if I can send payments to bring down my balance I was told no and yes depending on who answered phone calls. They said the investor said no I was referred to Hud counselor to help me I contacted a Hud counselor in XXXX and he was able to work with the lender and the lender agreed verbally and in writing they would work with me to pay down the delinquent balance so I can qualify for the grant, they said they will hold payments in suspend and not send them back We mailed in 2 {$5000.00} checks, the lender refused the checks, and sent me a letter saying I cant make partial payment although they agreed I could in writing and verbally. They returned my payments. The lender asked me to wire the payments, so I did. I called the lender and emailed the lender to provide my wire transaction detail. The wire transaction from bank to their bank were successful. All payments were posted to my delinquent balance. I was below the threshold to qualify for the grant, I emailed the lender and asked them to call grant program per our agreement, the following day all of the wired payments were reversed disqualifying me from a government program put in place to help borrowers The lender said they cant find the payments. Although the payments were posted to my account, I sent the lender multiple screen shots and proof again that they had my wired payments and showed proof they were posted I sent the lender their own transaction records from my portal, I sent the lender their letters showing they acknowledge my payments. I said you didnt lose any payments you removed them from my account after they were posted. The lender has now on purpose disqualified me from receiving help to save my house, this act was deliberate inflicting emotional pain and stress. I copied my certified hud counselor on all emails so he was aware what this lender was doing to me I advised him I cant breathe, my XXXX XXXX is raised and this lender has targeted me because they know I am an older borrower. The lender that services my mortgage has deliberately try to intimidate me due to my age they refused 2 loan modification to save my home. Now they took money from the balance to make me over the required amount to qualify for a government program.
Company Response:
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made arrangements for the Covid relief. Come XXXX we had to start making payments. We did. They bounced it back. Reached out to make the XXXX payment. They accepted it towards the end of the month. We paid XXXX, was sent back again!! We talked to them in XXXX got the run around for XXXX XXXX months. Finally, we were told that they didnt receive XXXX payment. Thought everything was worked out.. sent them 4 months of payments. Then they stopped returning my emails and phone calls! The payments again were bounced back.. this is where were at now!
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Nationstar XXXX dba Mr Cooper is charging rate lock extensions XXXX borrowers by knowingly transferring all files that they suspect can close in less than 30 days XXXX employees who were on coaching plans for performance. They created a division called XXXX that all individuals who could not maintain regular production goals were demoted to. They then started transferring all loans without appraisals to this group. These loans can typically fund in less than 30 days, on average, however with the employees who couldnt do their job function in their previous role, they are extending the rates at a cost to the borrower. Furthermore they require loan processors who are not licensed to discuss fees and update pricing/product changes when this should be a function of a licensed loan officer. Most often fees are not disclosed or discussed since processors are not trained in this area nor is it their expertise. These procedures are written in their call scripts. Closing Disclosure calls should be completed by the licensed loan officer who initially handled the negations of fees and pricing.
Company Response:
State: CA
Zip: 92705
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr Cooper is the Mortgage Servicer to whom my home loan was recently sold. At my previous servicer I was enrolled in bi-weekly mortgage payments, which allows me to pay off my loan a little faster through automated payments that add up to making one additional payment per year. Upon my transition to Mr Cooper, I have learned that though they offer this payment method, they seem to discourage it by making it cumbersome and convoluted to do so. The existence of the option is not clearly available on the website, and I only found the option through internet searching outside of my personal payments account. Information is here : https : //www.mrcooper.comXXXX I am asked to CALL Mr. Cooper to set it up. I called and was told that it must be done via email. I recieved a link to a " secure messaging account '' that allowed me to receive messages from Mr. Cooper 's " research team. '' I had to create an account to see the message that had the information to set up my automatic biweekly payments. Once I read through the document I filled out the required forms. The requirements were burdensome compared to the online autopay requirements, ( including signatures from both names on the mortgage ) and attached the necessary documents ( including a voided check ) and sent them to the email address provided. After sending my documents in I waited several days, I was unable to check the status until I received a denial letter from the company citing that I had not prepaid my loan. I immediately prepaid and sent an email to the address given to me in the denial with all the information I had received and sent in to date. I waited 5 days with no response and called the company, who told me that the only way to work with the team that handles biweekly payments is through email and that I had used the incorrect email. Mr. Cooper takes autopay digitally, and can be setup in seconds, but to autopay biweekly, one must surmount burdensome and unnecessary hurdles.
Company Response:
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A