Date Received: 2022-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage on my home that has been sold three times. Most recently to a financial institution named MR COOPER. The terms in my mortgage has no escrow accounts attached to include payment of taxes and insurance. Mr Cooper has engaged in unfair and deceptive acts by reasons for paying the taxes when no amount was due. Mr Cooper reported to me that my mortgage payment has increased almost {$500.00} to cover an escrow account they opened without my consent or doing I have spent days on the phone dealing with this Aweful financial institution in stopping this. The funds they paid to pay the taxes were returned by the taxing authority. I believe this act could potentially destroy my outstanding credit score when I refuse to pay the escrow amount they attempt to collect
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell into a hardship during covid and was out of work with no money then unemployment for a little bit and now I am working since XX/XX/2021 and I just got a better job. I have applied twice for a loan modification and was told I was denied because I had a loan modification right before the pandemic but wasnt able to keep up with it when I fell into hardship. I made {$2500.00} a month after taxes and only have about {$500.00} in bills in each month. I can definitely afford to pay. There is no reason they shouldnt give me a loan modification again. I dont want to lose my house. Its me and my son here and its our home. I can afford to so I dont know why they are rejecting me and Im scared Im going to be XXXX soon.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sent this email to Mr. Cooper and XXXX : Im writing to plead my case on my modification. Our situation is different in that our servicer admittedly made the mistake and causing us to move our case to the XXXX and Attorney General should we not be able to resolve this with Mr. Cooper. Which we really dont want to have to pursue as we both work and our family is extremely busy as most are these days. The situation is this, my family and I are attempting to take cash out of our second home and we were approved to do so. We were approved based on the fact that I completed the modification process with Mr. Cooper and complied with all of the guidelines that XXXX XXXX Required, ( see attached email from your office to Mr. Cooper ). We in fact did that on my loan, only to find out that Mr. Cooper had dragged their feet and the modification documents had expired. This caused my loan to have to go through the modification process again. After numerous calls to the Servicer, they admitted that I needed to quit claim the property out of an LLC for that modification to be completed, but Mr. Cooper admitted that they had forgotten to tell me to do this ( which I have on a recorded call ), hence this caused the documents/process to expire forcing me into another modification process and three more trial payments. Here is the impact, rates have gone up, the modification process is starting over again and now my current lender is stating that I need to make three payments and the modification has to be completed ( again ). With interest rates going up, My fear is that Im going to now have to pay more to obtain this loan and may be forced out of qualification for the XXXX XXXX Loan which we have been approved for.
Company Response:
State: OH
Zip: 44011
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage with the Mr. Cooper mortgage company, who bought our loan from XXXX XXXX XXXX several years back. The mortgage number is XXXX Mr Cooper is out of XXXX as best as we can tell. The cashiers check I mention below was sent on XXXX XXXX and posted on their website on XXXX XXXX. Were down to the last few years of the loan and so we decided to pay off the loan. Following Mr Coopers instructions we sent a cashiers check for {$44000.00} as a principle payment to the lender. That would have brought the loan down to a few thousands dollars ( about two payments ) and we could then request a payoff amount ( knowing those are only good for XXXX days ). The XXXX payment was received by the lender reportedly on XXXX XXXX and went in as Unapplied Funds. So we called the lender on the XXXX of XXXX when we saw the posting and attempted to have them apply the money to the account. The initial assistant, although helpful, came back saying he needed to send us to escalation group. I was connected to a XXXX there. First she claimed she could not apply it, it wasnt a certified check. We of course told them it was. Cashiers check # XXXX. Then she claimed you cant make a principle payment of over 90 % of the loan. I asked what document says that, which she could not answer. I specifically stated I wanted a document that outlined that rule, as we were unaware of it. Now to add insult to injury, after a 40 minute call I was then put on hold by XXXX and a minute or so later she came back on and hung up. I waited to see if we would get a call back, none occurred. We called again, and were pushed to a XXXX in Escalation. I informed her of what had happened and I told her, I still wanted the document that says I could not apply a given amount as principle. She sent me our original promissory note from XXXX XXXX XXXX, which clearly states I can make a prepayment of any or all of the loan at any time. I then informed her that given their 90 % rule, I would abide by it and they should immediately apply 89 % of the unapplied funds as principle ( {$40000.00} ) She left me on hold and came back several minutes later and said " we cant do that '', these are unapplied funds. We cant touch them. We are going to send them back. I asked to talk to her supervisor, she claimed there is no one I can send you to. I could make a call-back request. I again asked for the document that says this 90 % rule, and made it clear I didn't want any XXXX, she replied you have your promissory note, thats all I can give you. I asked her again, was there ANYONE I could talk to? Her supervisor, the people she kept putting me on hold to talk to? She claimed no. So I demanded a call back and hung up. So they have had our $ XXXX since XXXX XXXX, never contacted us to say their rules were in play, the rules they can not seem to find in print. They obviously werent planning on sending the money back, they put it in some account and clearly would be drawing interest off my money, all the while charging me interest on the loan. They claim now they are sending it back by check, but they are not clear when that would be returned ( 3-5 days from now??, theyve had it for 3 days already ) They refuse to take a principle payment, they give excuse after excuse, they don't have supervisors and the bottom line is I have $ XXXX dollars in limbo. The idea that I can not pay off a debt to a lender is absolutely insane. The idea that " ohh sorry your money is just sitting there and we can't touch it '' is insane. I was willing to live by their 90 % rule, but they conveniently found a way to take that out of play. All of which frankly speaking sound like lies. They are stealing my interest, on my money and that makes them at best unethical and at worst corporate thieves. I am about to my breaking point.
Company Response:
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My account number is XXXX My mortgage company is committing frua.d they are charging me addition fees that I wouldn't be charged. They are charging my taxes of the incorrect amount. They paid my property taxes late and charge me the late fee and interest rate. Let me be very clear. I have contacted this mortgage. My mortgage company on XX/XX/XXXX. To date I have not even received a phone call to discuss this matter. I sent an email to them ( as requested ) advising I had a dispute and that I would be contacted. It's been 2 weeks. No call. No followup. Nothing!!! I had to send a complaint here just to get a response 14 days later which doesn't address any of my concerns. **What I want is someone who has the authority from my mortgage company to reevaluate this with me. **Let 's be clear. The mortgage company response only addresses. Why your charging me for {$3200.00} a month instead of {$2600.00} a month. The answer was due to {$6500.00} in taxes and then insurance of {$1700.00}. However you can not breakdown where this {$6500.00} came from. Because my annual taxes is {$3900.00}!!!! This is my request. Please call me at the number ending in XXXX to address this. Also.. respond here to confirm how the $ XXXX in taxes came about.i want a breakdown. And after you give me a breakdown verify it's accurate. Let me break it down for you. The end of 2021 my escrow account had an ending balance of {$2900.00}. My taxes from XXXX thru XXXX would of been {$2600.00}. Which I had enough escrowEnough to pay. The mortgage company paid {$2900.00} ( because XXXX XXXX included late fees and interest because THEY paid them late. But I am being penalized. So.. for my taxes of XXXX is broken down to {$3900.00} in taxes ( correct ) {$1700.00} for insurnsce ( correct ) {$2900.00} ( not correct.. since I already had a balance of {$2900.00} in escrow for the 2021 year ) The charges of {$2900.00} is incorrect!!! And I would like someone not to tell me where the $ XXXX in escrow cane from but to review and confirm. That taxes you applied to my account is accurate which it is not. Why would you charge me for {$2900.00} when part is late fees and interest AND the rest I already had in my escrow account. INSTEAD I SHOULD BE CHARGED {$3900.00} and XXXX only. Which by XXXX XXXX in escrow monthly.
Company Response:
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: RE : Possible Predatory Mortgage Practices by XXXX Seterus, and Mr. Cooper In the year of XXXX, I became a proud homeowner with a {$54000.00} 30-year mortgage with a 6.1 interest rate : not the best, but manageable. In this year of XXXX, I should be four years away ( XXXX ) from obtaining my dream goal of complete home ownership. Instead, I am in an extremely distressed situation still owing a mortgage with an unpaid principal of {$52000.00}, with a maturity date of XXXX/XXXX/XXXX. This letter is an attempt to initiate an investigation into what I consider extremely gross, and exploitive mortgage extension practices initiated by XXXX. The following is a brief overview of the situation. Specifically, there are three problematic areas initiated by XXXX : 1 ) Twice denial of advertised low 3.5 % interest rate. Between the years of XXXX and XXXX, XXXX offered the 3.5 % twice. During the first offer, for days I engaged with a representative in telephone communication and supplied requested information. The next step was a scheduled appointment with a rep visit for signature. Within in 15 minutes before the appointment, I received a call from someone at XXXX informing me that I would not get the new rate because I did not have enough insurance on my home ( {$140000.00} ). Immediately, I contacted someone in management about the issue, which turned out to be a useless reply of What do you want me to do about it? A couple of years later, XXXX made a second offer, and I reapplied with no success. Instead, my mortgage was extended by 20 years and sold/transferred to Seterus. The further sting by /XXXX is that I was a good steward with my mortgage payments never missed one, and never got the reduced mortgage rate. The irony here is that currently on my credit report, XXXX noted an excellent rating. 2 ) Undisclosed mortgage extensions. XXXX sold/transferred my mortgage to Seterus with 60-year mortgage ; afterwards, the mortgage was transferred to Mr. Cooper with 50-year mortgage term. 3 ) Currently, the latter mortgage is the most abysmal in which only {$25.00} ( {$300.00} annually ) of my monthly mortgage payment of {$500.00} ( {$6000.00} annually ) goes toward the principal. Again, with an estimated maturity date of XXXX. Recently in XXXX, I reached out to Mr. Cooper requesting an adjustment on the mortgage, extension, and an equity withdrawal of {$10000.00} for minor home repairs. Not surprisingly, my request was denied due to credit. As with XXXX, I have been a good steward paying my monthly mortgage. In closing, as you can XXXXmagine, this is a very distressful situation. Please help with any recourse I may have with this situation.
Company Response:
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my third complaint filed with CFPB against the abusive mortgage practices of Nationstar d/b/a Mr. Cooper. For nearly five years after a layoff that required me to move across country, they have been mishandling a mortgage on my home in XXXX, refusing to timely process a deed-in-lieu, refusing to to respond to any short sale offers, refusing to foreclose, and refusing any form of load modification. We were finally able to sell the house. We obtained a payoff letter from Mr. Cooper on XX/XX/XXXX and Mr. Cooper was paid in full by cashier 's check by XXXX XXXX XXXX XXXX less than 48 hours later on XX/XX/XXXX. Mr. Cooper is new refusing to honor the payoff quote. Today, an agent of theirs in XXXX made numerous spurious and false claims about the payoff quote not including various costs like house repairs and attorney 's fees. These claims are false. After doing nothing with the property since our default began in XX/XX/XXXX, Mr. Cooper is now apparently attempting to make claims that it incurred additional fees in the 48 hours between the moment the payoff quote was generated on Wednesday XX/XX/XXXX and when the loan was paid in full on Friday XX/XX/XXXX. This is clearly a lie and is yet more evidence of an ongoing pattern of abuse against me as borrower.
Company Response:
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2022-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I, a XXXX person have a Federal loan for my family 's home. In my loan contract with the Federal Gov. it does declare any violation of the FHA, which also includes discrimination, does allow for legal recourse done on my behalf against any party that violates my rights. Mr Cooper has been sent notices about previous discrimination and interference with contractual relationship and interfering with my payments. Currently Mr Cooper has discriminated against me by using my XXXX against me to treat me less favorably and where they sent money back I over paid and the way they sent it inhibits my access to that money and they are declaring how they may take my federal XXXX income and then show I overpaid on my escrow though are still allowed to inhibit my access to that money they sent and are refusing to fix the matter and continue to allow their employees to discriminate against me instead.
Company Response:
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I reported to you how Mr. Cooper was refusing to let me make payments following forbearance with my FHA loan. Thanks to you they accepted payments again. HOWEVER they reported late payments on my credit report and knocked my score way down- it was stated that choose forbearance through the pandemic it WOULD NOT BE REPORTED as late. That is exactly what they did however and now my credit, that I've worked hard to maintain, has been ruined. How is this company allowed to stay in business? I hear bad experiences from so many of their clients and they are clearly predatory!
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around XX/XX/XXXX, I received a letter stating that my FHA loan will now be services by Nationstar Mortgage XXXX d/b/a Mr. Cooper. My monthly payment was increased from {$1300.00} to {$2300.00} without any explanation. I was asked to contact a XXXX XXXX XXXX at XXXX. When I contacted her, she asked me to pay {$4000.00} via cashier 's check. I have not received an statement on my loan since XXXX, XXXX. In XXXX XXXX they asked me to send another cashier 's check of {$5200.00}, which I did. Last week, I received a notice from a legal firm XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX representing Mr. Cooper about a foreclosure. I have attempted to contact Mr. Cooper at the provided numbers many many times. The phone call just drops.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A