Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: FOR DETAILED REFERENCE/TIMELINES : All 18 Phone Calls Are On 1 .pdf/ All Emails & Letters Are Each In .pdf 's. MY CASE : I was enrolled in the Covid Mortgage Forbearance Program. It ended, and on XX/XX/XXXX my loan modification trial period letter was generated. XX/XX/XXXX I called to ask if returning to my original loan was an option. I was told " Only if I could pay the {$54000.00} that had accumulated, OR you can Refinance ''. Neither was an option for me because I am unemployed. I said, " I Guess I Have To Take The Offer of {$2200.00} A Month ''. So, on XXXX I made my first payment. XX/XX/XXXX I called to make my next payment. I was told that " I REJECTED '' the XX/XX/XXXX offer because I wanted a different option. I argued that never happened nor could I reject it because I'm unemployed! I only called " Inquiring '' about my old loan because many months earlier I was told the " Accumulated Amount '' would be " Tact Onto The Loan '' OR - A " Balloon Payment '' at the end of my term ( about 19 years were remaining ). PLUS, you already accepted my first payment ''. FURTHERMORE - I never received any kind of " Offer Cancellation/Confirmation Letter '' and asked them to " PROVE I CANCELLED '' with a transcript or mp4 of my XX/XX/XXXX phone call. They Always open every phone call with a disclaimer that " Calls Are Recorded For Quality Assurance ''. The woman tells me she'll have a " Specialist '' contact me. Finally, on XX/XX/XXXX XXXX " A Specialist '' called. I Re-Explained Everything again and insisted on PROOF I cancelled. While " Investigating '' what happened, A " NEW Trial Offer '' arrives in the mail Mid-Late XXXX with a {$400.00} higher monthly payment! Now I'm getting more upset. I called her and emailed her multiple times looking for updates and WHY I received this letter as if it was " The First Trial Loan Modification EVER Offered ''. She Never Responded - XXXX! XXXX XXXX " Another Specialist Calls '' saying she has more experience. Same thing- Prove I cancelled the XXXX Trial Offer. If you can't, I should be allowed to continue with my trial payments. Throughout XXXX XXXX says she's still working on the original problem and what went wrong. I said that this is unexceptable and I deserve my original offer. XXXX XXXX says that in order to get the original {$2200.00} offer back, I may have to make XXXX payments all at once- I Said " NO PROBLEM ''! " I'll Give You My Checking Routing/Account Numbers Right Now And Pay {$8800.00} ''! She liked that, but didn't have the authority to do that. XX/XX/XXXX XXXX says it's being moved up to " Escalation ''. I'm still confused WHY I can't just have my original offer since Nobody is " Addressing '' my Request for PROOF that I " Rejected '' the XXXX offer!?!?. She finally admits that the person from XX/XX/XXXX didn't explain everything thoroughly and misinterpreted the basis of my inquiry as meaning I wanted to " Cancel/Reject '' the Trial Offer. I said : " Not The Case, And Not My Problem HE Screwed Up ''! PLUS, Accepting my payment of {$2200.00} is the same as " Entering Into A Contract ''. " OH, and Still no PROOF That I Cancelled The Offer ''. " Nor Was I Notified By Mail With A Confirmation Letter Of Cancellation ''. Then in XXXX I get a letter saying " I Didn't Comply With The Terms Of The Loan Modification Trial Period '' .... '' XXXX XXXX XXXX XXXX XXXX I Said To Myself?!?!? ( They were referring to the XXXX Trial Offer ) OH, And how come I never receive any kind of a similar letter related to the XXXX Case. Now on XX/XX/XXXX I speak with XXXX - Another " Specialist ''. He seemed eager to help. Finally, on XXXX XXXX calls to inform me that a THIRD Offer has just come through and it's {$2500.00} a month. I am out of my mind! Nobody can prove I cancelled the original offer and EVERYBODY from the Very Beginning on XX/XX/XXXX when I went to make my 2nd payment is avoiding the issue/request of getting my a copy of the phone call from XX/XX/XXXX. By the end of the call, XXXX tells me that he's going to " Dig Into That Phone Call '' ( FINALLY Someone At Least Says That ). XXXX XXXX calls to review the latest offer and I told her that XXXX is digging into the XXXX phone call in order to " Clear This Mess Up ''. XXXX said, " XXXX, That XXXX Offer of {$2200.00} Is Long Gone And Never Coming Back ''. I said : " Let Me Get This Straight - YOUR Company Representative Screwed Up In XXXX, And Now I'M The One That Has To EAT IT and pay {$300.00} MORE Each Month ''! That Is NOT The Way The World Works! It Was YOUR Mistake- YOU EAT IT! That's when I told her that I would be contact CFPB. On Friday the XXXX last week I spoke with a Wonderful woman from your company and she was very helpful and informative. Probably why I'm SO Detailed with this letter and attachments. I also notice that New York ranks about XXXX in XXXX XXXX out of all the states for having one of the highest number of complaints regarding Mortgages with Mr. Cooper / Nationstar Mortgage.
Company Response:
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Took or threatened to take negative or legal action
Subissue: Sued you in a state where you do not live or did not sign for the debt
Consumer Complaint: We have bought insurance on our property with our agent under a multipolicy discount ( my son and my mom have insurances on their houses or cars with the company ) and there was a leak in the bathroom pipes when we had snow inside the hosue, flooding the bathroom, bedroom carpet and the closet carpet. We filed a claim, and the agent and I spoke about it and he sent it to the XXXX. The XXXX told us to go ahead and contract the repair plumber and drywaller. We did not hear from them for days and the laborers stop the work until they are fully paid. The XXXX came back from vacation and told that the insurance contract that we had with the agent who resigned got refunded and terminated. And that another company took over, who is inside XXXX XXXX XXXX. The XXXX declined o pay the bill of the repair, and my mom has XXXX, and she got covid and I too, we had to be quarantined in our house and the smell by now was very strong and made us so sick. The insurance company did not even send someone to inspect the property at all and then when we called, they put a company by the name Mr COOPER as a payee and when we called them and gave our information, none of their loans matched my mother 's ( XXXX XXXX ) or my social security number ( XXXX XXXX XXXX ) and they told that they can not give information to us at all about this " debt '' because we are NOT in the loan, We called the title company escrow agent XXXX XXXX who closed on our home ( attorney escrow agent ) and he told us that the loan was probably done " in personality '' by the prior sellers after we closed on the loan. The bathroom repair costed XXXX and there is yet to replace the carpet that is moldy now and will affect our health and we do not have money to lend XXXX while they send an inspector to inspect our home. The claim was filed in XXXX, and it is almost 2 months now XX/XX/2022. I called the NM XXXX and told the agent I was going to file a complaint with the nm department of insurance because if the pipe burst inside the wall and lots of water rushed out and flooded the room, then it is due to a pipe damage covered under water damage, and all the consequences and damages stemmed from that. /all state then issued a refund of our policy and sent us back XXXX $ and cancelled our insurance to not pay the claim. They then retaliated and cancelled our insurance and returned our payment on our policy.
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our original mortgage lender sold our loan to Nationstar/Mr. Cooper in XXXX. Our loan has been with Mr. Cooper since early XXXX. Immediately, we set up automatic payments from our bank with the loan account information given to us by Nationstar/Mr. Cooper. For all of XXXX, payments were sent, accepted, and applied to our mortgage balance without complications. In XXXX, Nationstar/Mr. Cooper began accepting our payments, DID NOT apply them to our account, sent them back to us 14 days later, charged us a late fee, and then contacted credit reporting agencies to downgrade our credit. As soon as we learned that there was an issue in XX/XX/XXXX, we sought to understand the source of the sudden problem and have a workable solution. We have now spent hours on the phone, fax, email compiling supporting documents and communicating with their customers service department. We engaged in a three-way call with our bank. Our bank issued evidence of the ON TIME payments we were charged late fees for as well as the return of payments WITH NO EXPLANATION. Mr. Cooper would only issue letters from their " Research Department '' that the issue was being investigated and they would send us information in 30 days. When the same thing happened in XX/XX/XXXX, I grew impatient and very upset. I used social media to call them out. Within 24 hours, Mr. Cooper had contacted me and reversed the late fees, backdated our payments and supposedly contacted the credit agencies. BUT the damage is done. We can not trust this company. Our credit is already damaged. We have already had to work very hard to just get them to do their job. We are seeking another lender at this time. It will cost us in XXXX, closing costs and time. Mr. Cooper is running a spectacular scam -- take the money, hold the money, use it as they want for XXXX weeks, send it back, charge the customer a fee, downgrade the customer 's credit so they are beholden to Mr. Cooper because other lenders are leery of their recent credit history. Whoever thought it up is an evil genius. It deserves an investigation. We deserve some recompense for our distress and the money will will spend to ensure we are no longer associated with the unprofessional and unethical practices of this company. We are fortunate that we CAN pay the fees associated with an increase APR and loan costs ; other people may not be so fortunate. BUT WE SHOULD NOT HAVE to incur these costs because of their mistakes. Please help us. XXXX XXXX and XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 93420
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I obtained a mortgage through XXXX XXXX XXXX which is serviced by XXXX Mortgage, in XX/XX/2021. I made the first payment on XX/XX/2021 using my bill pay at my credit union XXXX XXXX XXXX XXXX XXXX ) for {$1200.00}. This payment was accepted by XXXX. Unbeknownst to me, the mortgage had been sold to Mr. Cooper. This first payment was forwarded by XXXX to Mr. Cooper- however, the payment was forwarded to the wrong department for Mr. Cooper who allegedly sent the payment back to XXXX. XXXX now claims that they never received the return payment. The result of this is that my mortgage is showing that I am XXXX month behind and have incurred multiple late fees. I have successfully made every payment, on time, to Mr. Cooper since this first payment. I have had numerous conference calls with both parties ( Mr. Cooper, XXXX, and XXXX XXXX XXXX XXXX ). Neither XXXX nor Mr. Cooper can find where the payment went but I, and my bank, have records clearly showing the payment leaving my account and never returning. XXXX XXXX XXXX XXXX can not cancel the payment given it has been cashed, presumably by XXXX and/or Mr. Cooper.
Company Response:
State: IL
Zip: 60532
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I did a loan modification with With nation star mortgage they told me not to pay my mortgage for XXXX months this was in XXXX ever since then it destroyed my credit Ive tried to work with credit repair companies but its still on there and I also get threatening letters from nation star mortgage with my name on them and return to sender please any help on this matter will be greatly appreciated yours truly XXXX XXXX
Company Response:
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been working through a certified HUD Counselor with the lender MR COOPER/Nationstar mortgage llc , the HUD counselor was able to work out or what I thought was work through my issues with my delinquent mortgage. per the email exchange and phone conversation. Mr cooper employeXXXX XXXX XXXX and XXXX XXXX, who advised me that I can send over payments to bring my balance down, they also said they would allow a 3rd party government agency to help pay my balance down, they agreed to place money in a suspend account and not return the funds so that the California home mortgage grant program can pay off the remaining which would be {$80000.00}. we were asked to send the payments to the attention of XXXX XXXX. I have complied with all of their directives, the lender sent back the payments and posted letters in my portal stating it wasnt enough monies to bring account current, but the agreement was they would hold the payments in suspend to allow the government program to pay the XXXX. To satisfy the past due. I was then told to wire the money the wire was also rejected. I am trying to save my home this is why I worked with the hud counselor, why was there an agreement in place and the lender violated the agreement they made with HUD,
Company Response:
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since I can not reply to Mr. Cooper 's earlier response, I am submitting this new complaint per original Complaint Case File Reference : XXXX **Original Complaint Filed** : Mr. Cooper has provided the below 'contact ' information as the owner of my mortgage. XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Series XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX However, I am unable to contact or speak to anyone from this organization. Why am I unable to contact the investor / owner of my Note directly? I have repeatedly asked Mr. Cooper who I can talk to with no response. I call the organzation at the address and they can not put me in touch with anyone either. WHAT IS A VALID PHONE NUMBER, EMAIL OR CONTACT NAME FOR THIS " INVESTOR ''? ***** Instead of Mr. Cooper providing me the requested information, they instead filed an extension on case resoultion with the following response ... " At this time, we are having conversations with the trustee on this loan to reach a favorable solution. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by XX/XX/2022. '' WITH ALL DUE, I DO NOT CARE WHAT CONVERSATIONS YOU ARE HAVING WITH THE OWNER OF MY NOTE! I SPECIFICALLY ASKED YOU FOR THE ACCURATE CONTACT INFORMATION FOR THE HOLDER OF MY MORTGAGE. WHAT IS UNCLEAR ABOUT THIS ASK? I HAVE ASKED AT LEAST 5 TIMES, 5 DIFFERENT WAYS FOR THE CORRECT CONTACT INFORMATION. YOU LIED TO ME SEVERAL TIMES BEFORE ABOUT WHO ACTUALLY OWNS MY NOTE FOR YEARS AND NOW I AM TIRED OF YOUR RUNAROUND. GIVE ME THE CONTACT INFORMATION IMMEDIATELY BECAUSE WHAT YOU HAVE PROVIDED TO DATE HAS BEEN INACCURATE!
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 my husband died of XXXX and I was named as the successor for the house. I have tried for almost two years to work out a loan modification with Mr. Cooper Mortgage. I have been treated very unfairly in this whole process, meanwhile my default payment is nearly 30,000 and the system will not allow me make payments and my modication has been denied for no ownership interest. That is untrue, I am the surviving spouse and living in the house. I am very afraid of losing my home even though this is an FHA backed loan, the bank has still not complied with the law which affords me the right to modifcation. Please help me in this matter. XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second complaint filed with the CFPB regarding Mr Cooper. Same issue I filed about XXXX weeks ago. I have overpaid my Escrow funds by {$11000.00}. I have requested these funds to be returned. SINCE XX/XX/2022. I am convinced, after reviewing the number of consumer complaints against this Mr Cooper, ( which can be reviewed online - are incessant - and go on and on .... ), I don't know if the CFPB is equipped to deal with this monumental task... Mr Cooper does not seem to care about your consumer advocacy bureau. The CFPB. AT ALL. When I contact them, and point out that I have an open complaint against them, I am convinced their phone associates don't even know what or who the CFPB is!!! They don't take my calls seriously. They promise a manager will be calling me back. NO ONE CALLS BACK!! EVER!! THIS IS MY SECOND COMPLAINT WITH YOUR GOVERNMENT CONSUMER AGENCY. FOR THE SAME ISSUE. What are you doing with this mortgage company to hold them accountable? I am XXXX. I need these funds immediately. PLEASE HELP!!! I am a consumer. Who was promised consequences from your agency when a creditor is irresponsible. The last manager I spoke to was : XXXX XXXX. A Manager. She was supposed to call me back on XX/XX/2022. I call and call and call... They can not put me through to her?? Why not?? I need recourse. Immediately... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Estate XXXX XXXX XXXX ( deceased ) Mortgagee XXXX XXXX XXXX XXXX : 3 Checks issued. Payable to deceased husband. Non-negotiable. Promised resolution : To ACH or Wire funds to my account. Payable to : XXXX XXXX. Emailed my voided check 3 times to : XXXX AND XXXX XXXX
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper will not file with HUD the claim for our forbearance modification so that we can close on our house as of XX/XX/2022. Theyre telling me that it could take up to at least 4 months before submitting. And refuse to allow me to speak with a XXXX. Also under the CARES act they were not supposed to report to the credit bureaus due to the covid relief plan.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A