Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: since XX/XX/2022 my loan company has not taken my payments or booked my modification. I signed a document for my modification and they will not book it with my payments. They have to resolved the issue in the last 3 months.
Company Response:
State: LA
Zip: 70001
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowners insurance billed my escrow account for my premium. My escrow account underpaid my premium and now my homeowners policy is set to lapse due to underpayment. When I called my loan servicing company ( Mr. Cooper ), they said the error was due to miskeying in payment processing. The were subsequently billed for the underpaid premium and never made this payment.
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about a complication that results when a mortgage company " sells '' the servicing of your loan to another servicer. I have unfortunately been through this process several times over the years. Recently, in early XXXX, I purchased a new home and my mortgage was serviced by XXXX XXXX XXXX. I did not start escrow because my tax and insurance for the year were paid at closing. What I didn't fully understand at the time is that escrow covers future tax and insurance payments, and that I would have to make the full year 's tax/insurance payment at once if I had not been paying into escrow for the previous year. I spoke to XXXX XXXX XXXX about this when my county sent me my property tax bill due at the end of XXXX, XXXX. XXXX XXXX said that there is a " catch up '' option, where I can initialize escrow to cover the tax payment that is currently due, spreading the tax payment over the next 12 months, and future tax payments. Obviously this means you are paying double into escrow for 12 months, but I was fine with that because I made a mistake, and paying it over the course of the next 12 months was a much preferable option than to having pay my taxes and insurance all at once. Several days after I applied to initiate escrow payments with XXXX XXXX XXXX ( including the catch up option ), I got a letter from them that the servicing of my loan is in the process of being transferred to Mr Cooper. Approximate date of this letter was XX/XX/XXXX. I spoke to XXXX XXXXXXXX XXXX XXXXXXXX escrow department several times, trying to complete this escrow initialization before the transfer completed, as my taxes were due between XX/XX/XXXX and XX/XX/XXXX, with the amount of taxes you have to pay increasing the later you pay them. And my homeowners insurance renewal was due mid XX/XX/XXXX. Ultimately, the response that I got from XXXX XXXX XXXX is that the servicing of my loan is being transferred, they don't have enough time to initiate my escrow before the transfer date, I will have to initialize escrow with Mr Cooper once the service transfer is complete. I had no choice but to wait until my loan was transferred to Mr Cooper. I called them on day 1 of them owning my loan, XX/XX/XXXX. I was told that it is to early, they don't even have the details of my loan sent over yet. The transfer was supposed to be completed by XX/XX/XXXX ( approximately ). I called them on XX/XX/XXXX. Several more days of delays. Finally I speak to them and they have my loan details, this is with approximately 1 week before my insurance premium is due. Between being on hold, getting routed to the right representative, and finally speaking to the right person, I am on the phone for roughly 5 hours ( apparently they take over servicing a lot of loans as of the 1st of the year ). The escrow representative tells me that they have to wait 60 days from the date they assume the servicing of my loan before they can initialize escrow, because they have yet to receive full details from my previous servicer. I tried to argue them. I tried to say that I've been trying to initialize escrow since XX/XX/XXXX, about 45 days ago. And although the representatives were empathetic, ultimately it was out of their hands. I had no choice but to pay my insurance premium in full. The representative told me to call on XX/XX/XXXX to initiate escrow for my property taxes. This was the first available date to establish escrow due to their 60 day waiting period. It can take up to 30 days for them to initiate escrow. My property taxes were due XX/XX/XXXX. So I had 0 days of room for error. Although it took many phone calls, escrow was initiated in time to cover my property taxes, and they were paid through escrow. However, because they were paid at the very end of the timeline, my property taxes were about {$500.00} higher than if escrow had been initiated when I originally called in to do so. The basis of my complaint is this : The transfer of the servicing of my loan negatively affected my ability to initiate escrow. Had my loan never been transferred, I would have been able to have escrow cover my insurance premium, and my property taxes would have been paid at the rate of about {$500.00} lower. Because the loan servicing was transferred, the new servicer has built in delays to initiate escrow, which did not allow me to do so. I did not ask for my loan servicing to be switched. But I suffered the consequences. I do not think this problem is unique to this situation. This is a problem, or potential problem, when all loans are transferred to a new servicer. When I initially called in to initiate escrow, there was plenty of time for them to complete all the necessary actions to pay my property taxes at the lower rate, and to cover my insurance premium. In this case, because my loan was transferred right in the middle of my request, there was not enough time for either servicer to initiate escrow, and I had to cover the homeowners insurance premium in full and pay the higher property tax rate. Consumers dont ask to have their loans transferred, and Ive had mine transferred twice in the same year before. Its supposed to be seamless for the consumer. However, as I have shown above, it is not. I do believe that a change needs to be made, not just for this situation, but across the industry for when a loan is sold to another servicer.
Company Response:
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Speaking succinctly, I have had issues with Nationstar doing business as a debt collector as Mr. Cooper since they have had my loan! Having spoken with knowledgeable, reliable lawyers who are involved in a suit with them representing many former mortgagees who have lost their homes to foreclosure by the named company 's above, I am not going to let them do that to me! I have been with them since 2008 but not by choice! They bought out my former mortgage company! There are many issues! # 1, there is no clear monthly division of loan payments shown in the std format of amounts to : principal, interest, escrow, and declining loan balance!! I requested all of mine dating back to 2008 and in many years, there were very few amts applied to principal! Escrow always runs a deficit due to 2 deductions for taxes a day apart or the same day! My total loan balance would go down only to go back up several thousands of dollars! I have asked questions many times without concrete answers! I will be happy to share the name of an atty in XXXX, Illinois who has filed suits on them for property owners who lost their homes due to foreclosures by the above named entity! They are attempting to do the same thing to me! Please find my attempts to resolve my issue below!
Company Response:
State: IL
Zip: 624XX
Submitted Via: Web
Date Sent: 2022-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PLEASE EXPEDITE RE : NATIONSTAR MORTGAGE XXXX XXXX XXXX XXXX XXXX XXXX XXXX This communication is forwarded in Requesting your assistance in helping me save my home due to a questionable mortgage. On XX/XX/XXXX Nationstar Mortgage submitted a copy of ORIGINAL NOTE/ORIGINAL MORTGAGE along with the following : Questionable Facts : XXXX MORTGAGE SUBMITTED BY NATIONSTAR 1.Mortgage Settlement Date on Instrument : XXXX XXXX SEE EXHIBIT A 2.Mortgage Settlement for Refinance on Instrument : XXXX SEE EXHIBIT A 3.Denial of Loan Modification based on questionable discriminatory words. " WE WILL NOT ACCEPT OBAMA MONEY '' These were indeed the words stated by Nationstar ' attorney on XX/XX/XXXX via his phone entrance. The room went completely SILENT. Nationstar ' attorney would NOT engage in any dialogue regarding the modification of my mortgage. XXXXMy Court ordered modification meeting ended with XXXX XXXX XXXX XXXX XXXX XXXX " We will report you to the Attorney General ''. PROBLEM : My legal Representative reported only the fact that Nationstar REFUSED MODIFICATION and NOT " We will Not Accept Obama Money ''. And Why? SEE EXHIBIT B FACTS : Mortgage Settlement Statement/Evidence : 1.Mortgage Settlement Date : XX/XX/XXXX SEE EXHIBIT C 2.Mortgage Settlement {$130000.00} SEE EXHIBIT C 3.CASH from Settlement {$53000.00} SEE EXHIBIT C XXXX ADDED TO MY MORTGAGE-?????? How did this happen? In retrospect, I never received a copy of my mortgage. I would receive a phone call from XXXX Wide Mortgage welcoming and advising me they purchased my mortgage and were having problems getting my paperwork. At that time I requested a copy of my mortgage, however I never received a copy. And the failure of my legal team is unbelievable, but, I will NOT stop fighting. And yes I filed XXXX XXXX twice and ruined my credit for I am seeking XXXX. I am a XXXX American and live with a XXXX XXXX and placed my Trust in a financial system that has wronged me and too many Americans have lost faith in the American System. Please assist me to FIGHT this WRONG. XXXX XXXX XXXX PLEASE EXPEDITE
Company Response:
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my loan # XXXX is with a mortgage company called MrCooper. they added over $ XXXX to my mortgage principal in 2021 without cause or explanation, have not credited some payments and have added late fees when none are applicable.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced our home loan and received the same mortgage rate of XXXX and it cost us XXXX - we have tried to get someone at Mr Cooper to explain this for a month- but no one will help - I have even called the XXXX XXXX XXXX many times and he will not return my calls
Company Response:
State: AL
Zip: 35811
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow-up to complaint ID XXXX. In my complaint, I noted that I believed that Nationstar Mortgage, dba Mr. Cooper, had violated 15 USC 1639f ( b ). That statute requires a mortgage servicer to promptly credit any payment it accepts. If the payment is not in compliance with the servicer 's written policies, but it nonetheless accepts the payment, it must credit it within five days. In my original complaint, I alleged that Nationstar did accept my {$57000.00} payment of XXXX XXXX, 2022, and held it for more than a week, then returned it. I believe Nationstar violated federal law in doing so, which incurred additional interest for my final payoff. I am requesting that Nationstar be required to respond to that specific portion of my complaint, either explaining why they believe 15 USC 1639f ( b ) does not apply, or why they have not refunded the additional interest they charged me for their violation of the law. I am also requesting that CFPB legal counsel review my complaint and Nationstar 's response to see whether 15 USC 1639f ( b ) applies and whether the law was violated.
Company Response:
State: WA
Zip: 98908
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was originally with XXXX and was transferred to Mr. Cooper. When they transferred the data, they didn't transfer my mailing address and SSN correctly. In the mailing address, the street name and number are missing. In the SSN, I have no idea what number they are using, but I am sure it's not mine. I have been trying to update this information for years now, with no luck. They ask me to signup online to make the changes, but I can't signup online because the system is asking me for the wrong SSN, which I don't know. I've called them many times, sent them letters and emails and yet, I have not received one statement for the last several years, so I have no idea of what the numbers in my account look like.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have disputed several times to XXXX and my mortgage lender that my mortgage was paid on time but not reported as so on my credit report they have XXXX and XXXX as no information when in fact they have the information. My mortgage lender stop reporting my payments when I told them I was refinancing and getting away from them soon as I have XXXX on time payments. After I notified them of my intention of leaving them they stopped reporting my payments.
Company Response:
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A