Date Received: 2022-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: sent in final payment to Mr Cooper mortgage company. I had about XXXX dollars still to pay on my loan. I sent in XXXX which was my normal amount and figured they would refund the extra money. The check cleared on XX/XX/XXXX. I finally contacted them on XXXX XXXX after nearly 4 days of trying to get through. At that time explain to them what I was after l told d OK they would br back in touch. I waited for a week then called back and the lady I spoke to told me to send in a disagreement form to an email address. I sent the form and all the information that I had and that was requested. I received a letter from them dated XX/XX/2022 telling mt they would be back to me in 15 days with the information. 15 days goes by with no calls or letters. I call the number they offered me to use and explained the issue again and she told me she would check on it and call me back. Never happened so I tried again and got the same lip from them. My loan waws sold to this company with 1 payment left on it, the first company was XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 75062
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Below is an email I sent to several Executives at Mr. Cooper Mortgage and XXXX XXXX to get them to move on finalizing my mortgage modification. I received a few calls from Mr. Cooper representatives yesterday after I sent this email, and was told today they are sending the modification documents. I thought you should know about this. I found information at the XXXX website about Mr. Cooper 's bad business tactics. I guess they are still up to their old tricks even though they have been penalized. I've attached the email. It's a shame I had to send an email to more than XXXX people to get them to move. MY EMAIL : Due to COVID, I was offered a mortgage modification by Mr. Cooper Mortgage. I accepted the modification even though I felt Mr. Cooper should have lowered the interest rate considering the mortgage interest rates were at approximately 2.85 % when I applied and when it was approved. The rate was left at 4.25 %. I felt Mr. Cooper could have done more to help even though I accepted the terms because I need my home and was stressed out during the pandemic! Instead, in my opinion, Mr. Cooper looked at the pandemic as an opportunity to take advantage of vulnerable customers. I accepted the terms and abided by the terms by making the XXXX required payments starting XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX prior to the XXXX of each month. After finalizing the terms of the modification agreement required by me, I expected Mr. Cooper to finalize their terms of the agreement, but instead I received a letter noting they sold the mortgage to XXXX XXXX and XXXX would finalize the terms of the modification, WHICH HAS NOT BEEN DONE TO DATE. This feels like a breach of contract to me. Everything about this move by MR. COOPER seems unethical and strategic. I initially called XXXX XXXX week after receiving the letter from Mr. Cooper saying the mortgage had been sold and XXXX would honor all terms of the loan and mortgage modification. I was told to call back in a few weeks because the information of the loan had not been entered and could not make a payment. I called back and was told by XXXX there is nothing on file about a modification for my loan and suggested starting a new modification with XXXX. This is not the solution to this messy transition. Now Im worried. My best guess is that XXXX is so backlogged that pertinent information about this transfer was not entered due to hastily entering the information. I can not tell you how many times Ive called XXXX XXXX for the final modification paperwork. No one seems to know what procedures are in place at XXXXXXXX XXXX to finalize this modification. I dont understand why XXXX XXXX buy this mortgage in the midst of a modification. I dont understand why Mr. Cooper did not finalize the modification prior to selling it to XXXX XXXX Again, this feels unethical and strategic! I phoned Mr. Cooper last week and was told there is nothing they can do. I was advised by Mr. Cooper to call XXXX and ask to have my account researched. I dont understand why no one at either mortgage company knows what needs to be done to finalize this modification. XXXX being told by XXXX that I need to start a new modification with them even though Ive done this already with Mr. Cooper. The fact that XXXX accepted this loan modification before Mr. Cooper finalized it, is astonishing! Since I can not find anyone who knows how to deal with this strategic and unethical situation. Does XXXX even know there was a loan modification approved by Mr. Cooper? I cant tell. I keep getting mortgage statement about how many thousands of dollars I owe XXXX but nothing about finalizing this modification. Something was lost in transition. This is quite unfortunate and the worst business practice Ive seen in my life time. To avoid further delay, can someone please contact me ASAP to let me know what is being done to finalize this modification. This is truly stressful and everyone at XXXX and Mr. Cooper passing the buck is not helping at all. This is a horrible situation to be in and Im sure you could not imagine your home being LOST IN TRANSITION. This is my livelihood at stake, and I would appreciate some REAL attention to this matter. I really did not want to contact executives to deal with something you have people employed to address, but they are not addressing this issue ( everyone seems dazed and confused ), and Im not left with any other options. I feel like this can be rectified without getting an attorney involved. Please help me get on track with paying my mortgage. Thanks in advance for your speedy reply.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When the pandemic hit in XX/XX/XXXX, I was current on my 30 years fixed rate mortgage that started in XXXX of XXXX. Because of financial distressed caused by XXXX, I went into forbearance for 18 months. At that time, my lender, Mr. Cooper, assured me that any months in forbearance would extend my loan by the same amount of months in forbearance. I was told this program was backed by the federal government. Recently, I successfully completed my trial period to emerge from forbearance. My lender, Mr. Cooper, advised they would be sending me paperwork for a loan modification. Today ( XX/XX/XXXX ), I received their paperwork and was astonished. Mr. Cooper kept my interest rate the same, added what seems to be the appropriate amount of money to the principle of my mortgage, and raised my monthly payment by ~ {$200.00}. That seemed reasonable. The only huge issue, is that they added XXXX more years to my maturity date! In essence, Mr. Cooper wants me to pay XXXX more years for missing 18 months of payments. That is insane. I called my lender and was basically told it was a take-it or leave-it deal without any rational explanation for the radical change in maturity dates. The most trouble part is that they only gave me 10 days to make a decision. I am retired senior citizen and am terrified the bank will try to take my decades-long home away from me.
Company Response:
State: NJ
Zip: XXXXX
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: Trouble during payment process
Subissue:
Consumer Complaint: I want to start off in saying I have had nothing but issues with this company since my loan was bought out by them. On XX/XX/22 I called Mr Cooper and advised them that the escrow statement I received from them was incorrect. There was no way I was over {$1100.00} in the negative when I had been making my payments on time every other week. The representative looked at the account and stated she had seen where 2 payments were taken out of my escrow account and paid to XXXX XXXX. I asked why that was because I only had 1 policy with them for {$740.00}. He stated she would have to transfer me to a different department but it " should be easily fixed ''. After a very lengthy hold I got another representative on the phone that looked again at my account and stated she saw a fax attached to my account requesting {$1300.00}. I asked if my name or account # was on the fax and she said no, the account # is different. I said then it needs to be fixed on your end. She asked if I would call XXXX and 3rd party her in so she could see where the money went. I advised her that I was not going to do that because I already talked to them and they told me they only received the {$740.00} on my account. They had no idea where the {$1300.00} amount was. She said her system would not allow her to call them. I advised her it was their responsibility to fix the problem. She said there was nothing she could do. At that point I requested a manager. I was placed on hold for approx 25 mins because " no supervisor was available. '' When the team lead from the Insurance Processing Dept ( XXXX ) got on the phone, I explained the entire situation to her and she placed me on hold to check the account yet again. She got back on the phone and advised that she saw the issue but it would need to be reviewed before anything was fixed and that would take 5 business days. I asked why it would take that long to fix their mistake. She stated that was just the process. I told her they really need to rethink their customer service as it is very poor. I took her name and # and told her I would be calling if it wasnt fixed by Monday XX/XX/XXXX. She told me she would call me once it was fixed. I called again on Friday and was told by another representative that the adjustment would take 7-14 days. It is now the 5th business day and my loan is not fixed. I just had my bi-weekly payment get pulled that was supposed to be for {$330.00} and was pulled for {$350.00} and it is higher than my normal payment because of this screw up. I have been more than patient about this. I have gotten a different answer every time I call and at this point feel that I am just being told whatever to get me off the phone. I called again on Monday XX/XX/XXXX and got told it would be 3 more business days.
Company Response:
State: OH
Zip: 45042
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: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to make bi weekly payments. Mr. Cooper mortgage company requires that you submit a month in advance before you can start biweekly. Example : I have to pay XXXX and XXXX at the same time. Then submit a form and a voided check requesting the biweekly payments be made to cover the next month 's mortgage. So two payments would then come out of XXXX to cover XXXX mortgage. The company denied my request because my name was written on the starter check vs printed, despite them confirming that it would be ok to write it in. When i asked why they needed a voided check when they already received my monthly payments using the same account, they didn't have a specific answer. They then said if i didnt want to use a printed check that i'd need a letter from the bank stating the account was mine, even though they have already been pulling money from the account! This is alot of hassle with no reasoning behind it just to pay bi weekly. If i can pay from the same account monthly, why do i then need to jump through hoops to prove that the account is mine still if i want to pay biweekly. The most frustrating part is they did not communicate with me that the request was denied, which would have put me at risk of defaulting on my mortgage. Something is not right if they can take money out of my account monthly but they may me prove it is my account if i want to pay biweekly from that exact same account. Furthermore, to not communicate that a request to pay biweekly was denied is deceptive when you think your mortgage is being paid and it isn't.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had hurricane XXXX pass and we asked to put 2 months on the back of our loan. We called back to start paying they said hey messed up and did it as we needed help with covid, and they said h to my cant do it anymore we would need to make payments in 4 plus our mortgage. Told them that was not possible and they had to add it to the back of the Lon like the lady told us. They tell us they can not do that and start a modification process, we had no idea what this was. We are first time buyers new to all of this. It has been since XX/XX/2021 and we still have no answer we are behind XXXX and can not make any payments to them. Mr cooper is treating us so wrong and has done nothing to help us with the situation. They are the worst mortgage compny
Company Response:
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, my servicer is Nationstar mortgage XXXX mr cooper, I am working with a certified HUD counselor who has been mediating between myself and the lender, the lender agreed to allow payments from a local county grant in the city of XXXX ca to send a {$12000.00} payment and, said I can also send in {$5000.00} to lower my balance so I could qualify for a state grant called California mortgage assistance. The lender said they would hold the monies in a suspend account and would not send it back, they asked that we place it to the attention of XXXX XXXX we have complied, on XX/XX/2022, I received a notice from the lender stating they have returned the monies sent to the local grant distributor, after an agreement was in place by the HUD counselor and the lender, saying they would hold it, this is the 2nd time monies were returned. I am trying to save my home and the lender has made it very difficult for me to resolve the past due amounts. I need to get this resolved each day we wait makes my account further past due. I also sent an additional {$5200.00} attention XXXX because a new payment was due. total sent $ XXXX by the city if corona- was returned by lender {$5000.00} sent by borrower- lender said they don't have it, although it was sent to XXXX XXXX per their instructions $ XXXX sent by borrower- lender said they don't have it, although it was sent to XXXX XXXX per their instructions
Company Response:
State: CA
Zip: 92801
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mr. Cooper took over my home loan in XXXX with the first payment due in XXXX. My husband and I do not share bank accounts, therefore ; we each pay half of the monthly payment out of each account. The first time I made our payments, they were applied to principal. In mid XXXX I recieved a late notice, so I made another full payment. I called and they helped to adjust my payment and told me how to make the payment going forward. I followed those steps, and even made a payment early to ensure it would be applied correctly, and again, my payment was only applied to principal. I called again and was told that my account hierarchy could be changed to suspend the payments I was making until the full amount was recieved. Then, the other half of my payment came out, applied to principal, and they sent me a notice that I had funds in suspense and if I didn't make the rest of my monthly payment, they would return the funds that THEY suspended. I called again and was told that they don't even accept partial payments, then when I spoke with an escalations representative, they said the person that was supposed to change my hierarchy, made a mistake. No one at this company knows how the product works and people are going to lose their homes because of it.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My husband and I are the successor trustees for the XXXX XXXX XXXX " XXXX ''. XXXX passed away on XX/XX/2022. We have been trying to obtain a closing balance for the reverse mortgage XXXX had and we have hit roadblocks every step of the way. We have done everything and provided all pertinent information that Champion Mortgage has asked for only to be told that we are denied finding out the balance. To say that we are a bit angry and certainly frustrated is an understatement. We have spoken to Champion Mortgage at least 8 times and have faxed documents to them 3 times upon their request. This information has our personal information on it such as our Social Security numbers. Upon attempting to contact them again this morning, we learned that Champion Mortgage has been sold.
Company Response:
State: CA
Zip: 92840
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PLEASE REFER TO COMPLAINT # XXXX ABOUT US : Were the Consumer Financial Protection Bureau XXXX CFPB ), a U.S. government agency that MAKES SURE BANKS, LENDERS, AND OTHER FINANCIAL COMPANIES TREAT YOU FAIRLY ..... This is the response from Mr. Cooper dated XX/XX/XXXX : Dear XXXX XXXX : Thank you for reaching out to us on XX/XX/XXXX. We appreciate the opportunity to make things right. We have forwarded you concerns to our tax vendor regarding your property taxes being waived in South Carolina. Once we have received all information you will receive a response under separate cover. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by XX/XX/XXXX. " ... .concerns to your tax vendor regarding your property taxes being waived in South Carolina XXXX. ''??? THIS IS NOT THE ISSUE!!! THIS ISSUE WAS RESOLVED TWO YEARS AGO!!! THIS IS TYPICAL OF MR. COOPER 'S LIES, STALL TACTICS, " SMOKE SCREEN '', AVERTING THE ISSUE AT HAND AND CAUSING MENTAL ANGUISH. SOMEBODY NEEDS TO STOP THESE PEOPLE!!! They are lying, cheating, causing me to have XXXX and having had to be hospitalized in " Psych '' twice because of " suicidal ideations '' Nationstar Bank has " engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010. '' They have already been " proven guilty of this and had to " pay out '' 91M. How is that they continue to engage in these unfair and deceptive acts ( lies ) and causing harmful mental anguish leading to suicidal ideations? How is it then that they are getting away with what they have already been proven to be doing of lying and causing harm and breaking the law? Why is it that the CFPB that " makes sure banks, lenders, and other financial companies treat you fairly '' is NOT doing something about this?
Company Response:
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A